As with just about every facet of our daily lives, the last two years have radically changed consumer behaviour, and this has profound implications for the insurance industry.
We caught up with Berniece Hieckmann, Head of GetUp – Metropolitan to discuss; digital not the be-all, less is more and RIP to the middle man.
A few good points made:
- The Buzzword is Omni-channel – consumers, even digital consumers, would like to be in the driving seat of their life, but they still need human contact and interaction from time to time
- If you build a intuitive web experience or application experience, and underpin it with trust and security of human contact, the consumer, knowing that there’s a safety net, will become more confident to start doing things themselves in their own time at their own convenience.
- The use of client data with AI and machine learning needs to be grounded in ethics