Insurance innovators – Future of insurance 2017

future of insurance 2017

Version française ici.


Insurance Innovators (an offshoot of Market Force, which I had already talked about here for their report under the same title ) has just published the future of insurance 2017 (Future of General Insurance Report 2017).

7 themes are discussed (for a better readability I separated into several pages):

  • Innovation and Disruption
  • A changing regulatory environment
  • The future of underwriting and pricing
  • Value-added services
  • Touch Millenial Generation
  • Insurance in the Age of Machine Intelligence
  • Fraud in a connected world.

Written in partnership with the Chartered Insurance Institute , and sponsored by IBM, Sas and Smart Communications , this report is generic, but of quality. Market Force believes that insurers are poised to innovate and transform to keep pace with insurance companies, but the pace of transformation is still too slow. A tip: Act now! Continue reading “Insurance innovators – Future of insurance 2017”

Deloitte – The growth of connected cars insurance

Version française ici.


Deloitte published in November 2016 a European study on car insurance entitled The growth of connected cars insurance. This study is carried out for the second year in a row on approximately 15,000 consumers and in 11 European countries (Austria, Belgium, France, Germany, Ireland, Italy, Poland, the Netherlands, Spain, Switzerland and the United Kingdom) .

Briefly, Deloitte believes that these products are promising, that customers are ready, and that it remains to work the business model by moving towards services. One of the main elements to remember is the notion of service platform, presented at the end of the study .

Current situation of the European market

Deloitte presents the figure of 97 billion euros for the size of the European market (premiums issued) of motor insurance in 2015. They also present a potential of connected cars insurance by 2020.

connected cars insurance

Three lessons are to be remembered:

  • Overall, the potential is 17% (or € 15bn) of connected cars insurance, with two countries far ahead: Italy (see Swiss Re case study on this topic ) and to a lesser extent the UK. These two countries have a potential of respectively 27 and 23% of their market. Note, in Italy, there are already 4.5m insurance policies concerned.
  • The study shows a significant change between 2015 and 2016: the intention to change insurer increases more than 15% in Europe. For the authors, this indicates a transition towards a more volatile market, and therefore a necessary transformation. (Note: In France, we observe it through the consequences of the law “Hamon”)
  • 28% of respondents are willing to share their data with their insurer. At the extremes, France and Germany were the most cautious (27% and 25%), and Belgium, the most interested (40%).

connected cars insurance

Short summary sheets are presented by country and make it possible to explain specific local situations.

Sharing data

While insurers do not always have good press, customers are nevertheless rather ready to share their data with them. Insurers have a relatively better image than many other types of actors.
connected cars insurance
In an increasingly standardized, competitive and fluid market, this shows the appearance of a momentum for insurers. It could be interesting for them to exploit these good conditions to position themselves in this market and thus set up criteria differentiating from their competitors.
Nevertheless, it’s impossible to talk about connected cars insurance without talking about analyzing and processing the data collected. It is therefore a question of organizing the transition to more big data in order to benefit from real targeting skills.

Which potential customers?

6 categories of customers are identified by the study, with a very different interest towards connected insurance contracts:

  • Segment of curious elderly policyholders
  • Faithful elderly

connected cars insurance

  • Refractory aged insured categories
  • Versatile young people insured

connected cars insurance

  • Young faithful insured
  • High-Premium Insureds

connected cars insurance

If these categories deserve a little refinement, they already allow the authors of the study to make an international comparison.

connected cars insurance
Excerpt from the detailed country / segment analysis

What motivations for underwriting connected cars insurance?

Several scenarios were proposed to the respondents.

connected cars insurance

Consumers appear much more likely to share their driving data than data from social networks. In addition, as expected, price reduction is the main motivation that can encourage sharing of information. On the other hand, the provision of complementary services is well reflected in the expectations of customers.

The study then presents two interesting visions showing the correlation in the valuation of services and the confidentiality of data, first by country, then by population segment.

connected cars insurance

We will note here different profiles for the two most advanced countries (Italy and United Kingdom).

connected cars insurance

What services?

Is connected automobile insurance, in addition to an opportunity for differentiation in the market, the opportunity to renew or develop the service offer. This is what the authors of the study think.

Categories of Services

3 categories of services were studied:

  • Automotive related services : troubleshooting assistance, theft notification, etc.
  • Non-automotive services : geolocated promotional offer, etc.
  • Data analysis and driving behavior services : Travel and expense information, comparing driving with friends, etc.

Respondents then had to indicate whether they would agree to share their data in order to benefit from one of the 17 services offered.

connected cars insurance

4 services are therefore clearly of significant interest (more than half of the respondents would be willing to share their data):

  • free troubleshooting assistance
  • automatic assistance in case of emergency
  • theft notification / tracking of stolen vehicles
  • free oil change or vehicle maintenance services

These services (in relation to the automobile) could then serve as levers for insurers in order to gain maturity on the other 2 categories of services.

Case / smartphone application

Finally, the study shows a preference in almost all countries for a box installed in the vehicle rather than a smartphone application. A nuance is to be brought: the versatile young insureds show a rather opposite behavior (54% of preference for the application). As it is in this segment that there is a strong potential for development, this nuance is important!

As the choice of equipment is fairly structuring, insurers will have to choose the segments of the population they want to target as a prerequisite for any approach.

The usual worries of the insured are not excluded from this study. connected cars insurance

The issue of transparency in the use of data is therefore essential. In addition, three approaches are to be taken into account by insurers to integrate social responsibility issues:

  • ethical dimension of data usage
  • possibility to feed a new type of relationship with the insured
  • taking into account real risk prevention / loss reduction.

In the end, it should be clear to insurers that the data collected should be used for risk reduction and not just for risk selection. We find clearly in our study that the assessment of services is related to security issues.

The service platform

One of the main elements of this study is the notion of service platform. Insurers have the opportunity to move from a value proposition focused on claims management to a wider range of services around the mobility experience.

Connected cars insurance could be the product that will allow the insurer to renew its relationship with the insured, adding more frequent touch points.

This implies for the insurer to be interested, beyond tariff benefits, in the entire ecosystem of car insurance. More specifically, the insurer will probably have to participate more deeply and invest these new segments to reinvent the user experience.

The choice that presents itself is simple for the insurer:

  • Either do nothing and take the risk of being overwhelmed by new players that will spill over into its business segment
  • Either position itself as a service platform, which will allow the insured to access an ecosystem of partners.

The experience of a few players in other markets (eBay, Uber, TripAdvisor, etc.) shows the potential of such an economic model. These entities are indeed able to operate light and flexible structures that adapt quickly to the needs of consumers.

Auto insurance is already mature enough, and offers a clear environment. This will surely be one of the first branches for which we will have to reinvent the operational model. The first to launch will have a certain competitive advantage.

Deloitte is presenting a proposal for a range of services that could be addressed.

connected cars insurance

Heading towards insurance products redefinition

insurance products redefinition

Version française ici.


An example given by Alexandre Lebrun of Facebook at the Insurection event brought up a subject that I wanted to discuss here. This is the need for insurers to start thinking about insurance products redefinition.

Example

The example quoted is the following:

  • Alexandre Lebrun consulted the patent plans for the first washing machines.
  • It was then a question of proposing a technical tooling which made possible to reproduce by the machine the manual action carried out in the antique laundry
  • It was only afterwards that the industry modified the plans to adapt the washing process to what the technology could do more efficiently (the inside rotation that we know nowadays).

Underlying consequence

Technological change or innovation brings new solutions.

As a first step, it is a question of using the new technology to make more efficient the actions carried out previously. In other words, it is about consuming fewer resources (time, money, people) to achieve the expected objectives. For example, technologies such as RPA open up horizons for automating recurring tasks. So it’s about doing the same thing as before, but doing it better.

Another level of analysis is open with the surge of new solutions coming to the market. Like the washing machine, it becomes necessary to reinvent the insurance business and the way to realize it to adapt to the technical possibilities.

Attention, it is often said in IT projects that we must be careful not to be too influenced by the tools to not constrain the framework of expression of business needs. But the current business teams are themselves often constrained by a historical framework of thought that is not always relevant. Business need is therefore as this watermelon, constrained in its mold.

insurance products redefinition

The arrival of new tools, or new technologies must therefore be a pretext for an opening of borders, the extension of the horizon of possibilities.

Focus on the impact on supply: towards an insurance products redefinition

The assumption expressed above may have impacts in many aspects across the entire insurance value chain or business processes. However, I want to treat it under the axis that seems to me the most striking: the products!

A Standardized Offer Policy

Insurance has always been very product-oriented: a car product, a home product, a health product, an additional health supplement, a borrower insurance, etc.

In each of these products, the offer has become standardized, sometimes subject to regulations, sometimes under the influence of the market which is stabilizing and becoming standardized.

So we see products appear, all very close in terms of covers and exclusions, the comparison is not easy. Although initiatives here and there exist to simplify the terms and conditions, we still see exclusions against the fission of the atomic nucleus or this kind of thing (in French sorry, but the same examples may exist in english):

insurance products redefinition insurance products redefinition

It is not useful to say who are the insurers concerned, everyone, in his own terms & conditions, can find this kind of fomulation.

First impact of innovation

As we have seen above, innovation aims first and foremost to improve the current way of doing things.

The companies then call on insurtechs considered as “enablers”. These are intended to enable better management by reducing irritants, streamlining processes or improving operations.

Take the example of auto products, and claims management. All insurers have long sought to improve their process.

In that objective, they were able to deploy:

  • Process Improvement
  • Implementation of dedicated management tools with complete workflows
  • Deployment of solutions for teleexpertise
  • Opening of selfcare services

At this stage, it is not a question of modifying the products, but of adapting the context that goes around!

2 nd impact of innovation

Where the exercise goes further is that innovation imposes a new way of thinking.

On the claims management, to go further, it was necessary to automate the settlement of claims.

The first option was to speed up all operations, but that was not enough. For some time now, automatic payment solutions have appeared because of modified products. I am thinking here of parametric insurance, for example:

  • Weather insurance: if it rains more than a certain number of mm of water over a certain period of time ( as in this SwissRe contract in HongKong ), the conditions are met for an automatic claims settlement.
  • Cancellation Insurance / Flight Delay: Several solutions have recently been deployed. If a cancellation is announced, it is possible to adjust the loss automatically.

This involves two new elements:

  • A data feed, which is not structured today: Meteo France does not yet allow a systematic provision of forecast information or weather observations, companies or airports do not publish all the time via interfaces / API flight data.
  • The structuring conditions of the products must be adapted to these new rules.

Products as they exist today leave too much room for interpretation and therefore require human intermediation to be treated. Who says human, says subjectivity. When we add terms & conditions and very numerous exclusions, we get a lassitude of the customers and the famous phrase: “the insurers are all thieves! “. At this level, there is no question of a lack of security, just an offer that does not voluntarily cover the complexity of the needs of insured, to achieve controlled price levels, on the one hand and profitability, on the other hand.

Policies to cover needs

Thus, three progressive consequences are to be expected from the innovation on the offers of the insurers.

  • A simplification of the products,
  • An objectification of the products,
  • A coverage of needs, rather than standardized products.

Simplification

Gradually, the general conditions of 30 to 60 pages should tend to disappear. The goal is not only to express the same thing more clearly ( as we saw in Cardif ), but above all to remove the rules that pollute the customer experience. So it’s not so much the writing that has to be simple, but the product. Thus, there should be no question of looking for dressings in technology , but rather make confidence in the insured by a better understanding of what he is obliged to make sure!

Objectification

Once the simplification is in place, it is a question of objectifying! It must then make the contract dependent on objective rules, supported by recognized third parties or formal findings! At this stage, it will be necessary to consider that a home insurance is activable as soon as a water damage has taken place, and this, whatever the reasons which triggered it (check therefore in your contracts if the overflows are covered ). A borrower insurance will be acquired, as soon as the incapacity is noted, without playing on the terms (check if your contract covers you in case of incapacity to realize “any profession” or “your profession”, just a term which changes a lot things).

In short, it will obviously cost more to cover, but the price will be offset by customer satisfaction and the reduction of churn on the one hand, and the reduction of management costs on the other hand. Moreover, technology now allows the application of anti-fraud controls a posteriori and thus remove doubts on that side.

Needs coverage

A last level of maturity appears, via the two previous points, as well as by the new uses that appear on the market. Thus, when you are insured by car, you are insured for you as the driver of your vehicle. What about collaborative uses (you rent your vehicle on Drivy or rent another vehicle).

These needs are now covered by other insurance products. The insurance of tomorrow will surely have to cover “mobility”, and will include all your travel operations. This can be by driving your vehicle or rental vehicle, driving a bike or scooter self-service or by taking the train or plane, etc.

Home insurance will cover tomorrow the need for housing. Thus, there will be both a minimum insurance when you do not occupy places, and full insurance for where you are at the time you are there. With this in mind, Wilov’s proposal for auto insurance is interesting: you are insured all the time and only pay when you drive.

And you, what do you think of this necessary insurance products redefinition ?


PS: For atypical vegetable gardeners, molds for fruits can be found on the CoolGadget website !

VA²CS – Detection and prediction of falls

Detection and prediction of falls

Creative Specific Software has developed an innovative solution for the detection and prediction of falls for the elderly. This solution is called VA²CS.

Halfway between connected object and artificial intelligence, it allows to offer a real service of prevention of a significant risk! <! – more ->

The need

For the record, there are in France 1250 falls per day, for 30 deaths. The need to detect the fall is therefore not new, and several solutions already exist. However, most existing solutions rely on bracelets, pendants or watches, and this, without major innovation for 25 years. The latest solutions are based on ground-based sensors and teleassistance boxes ( see the Harmonie Mutuelle solution – Orange ), but the cost remains generally important.

There are several major limitations to these solutions:

  • The first reaction of a falling person is not to press a button, whatever it is, but to try to get up
  • Once standing, the 2nd reaction is not to try to call for help because they do not want to disturb. The person is not going to be taken under examination immediately, with all the consequences on health aggravations in particular.
  • In the event of a fall with loss of consciousness, not all solutions can automatically send help
  • Most calls via teleassistance boxes are calls of convenience (against loneliness, need to talk to someone, need for psychological assistance, etc.). The average duration of these calls is almost 3 minutes.

Moreover, in the event of a trigger or an appeal, the tele-assistants have the legal obligation today to warn the helpers (under risk of not helping a person in danger). When the family is not available, this generates firefighters’ intervention costs (180 €). When we add the potential damage to the home, when it is not always relevant, because there is not always a fall, the consequences are heavy.

The solution

Fall Detection

With this in mind, and after working with Dr. Jean-Marie Vetel, one of the designers of the french GIR grid , Ramzi Larbi and his team have developed a new solution.

This involves equipping the living area with sensors (cameras), and then, thanks to the analysis of images captured in real time to detect falls.

When it is detected, a photo is sent automatically to the remote assistance center. It takes on average about ten seconds to give a certain answer to the action to take:

  • the fall is real and you have to send help,
  • either there is no fall, it is a false alarm, and the alert can be closed.

The desire is to obtain a solution at a reasonable price, the offer is based on conventional cameras and a connected box that contains intelligence and algorithms.

VA²CS already has 1500 EHPAD rooms in France, within the largest networks (Korian / Orpéa), as well as 600 private individuals. A partnership also exists abroad with Tunstall, the world leader in teleassistance for the elderly. The algorithms are patented in France and North America.

Prediction of falling

In order to complete its offer, the company has worked in partnership with Orpea to identify key factors in prediction of a fall. Then, she developed the corresponding algorithms. It is now able to predict a fall with a precision of about 60%!

Implemented in testing at Orpea, this solution has reduced falls by 50%!

Extensions

The solution was then supplemented more conventionally by intrusion detection coverage or facial recognition of visits to notify malicious visitors to relatives.

My opinion on detection and prediction of falls

This solution was not developed at first with a desire to meet the needs of insurers. However, it is totally in line with the current concerns of the sector.

The potential consequences of this type of solution for public health and for insurers are in my opinion significant.

Indeed, being able to predict a fall makes it possible to send notifications to qualified personnel or a relative to intervene. This is obviously valid in specialized institutions (EHPAD) to support staff reduced at night, but use cases can go further.

Thank you Ramzi Larbi for this exchange and good luck!

Note: I do not have a commercial relationship with the company providing this service.

Insurance Nexus – Seamless Claims

seamless claims

Version française ici

Insurance Nexus regularly offers analysis notes. Anticipating the event Connected Claims Europe, They have just published a white paper “Automated and seamless claims – A practical guide to an efficient customer-centric claim“. Here are the key points.

Combining human and the technology

Automation has become a habit in all processes, especially thanks to the arrival of the web. On the other hand, interactions with teams are not straightforward. Does technology replace or supplement human intelligence?

What determines the integration of technology are three constraints: time constraint, data constraint and cost constraint.

On each of these constraints, machines can inevitably provide an answer! They can satisfy the essential (if not all) of the missions fulfilled by man, do it better and often cheaper. This obviously represents a risk for employees.

However, the human being can evolve and be trained in new skills. Moreover, it has an emotional intelligence that still allows it to meet today’s special needs that the machines can not yet satisfy.

This means intelligently integrating teams into the definition of automation so that they can be defined and benefit from improvements in their future missions. It is the only way to ensure that they accept this change, but also that they support it and drive it.

Aim for strategic and non-tactical cost reductions

Most of the cost reductions targeted at the moment are minor alterations to the business model to improve on time. It is often a matter of reducing personnel costs through automation or relocation in cheaper areas.

On the other hand, there are levers that have not yet been fully exploited, focusing on the business model as a whole. By taking a particular focus on third-party service providers, for example, there are potentially significant actions to be taken.

Up to now, automation has mostly been considered from the point of view of cost reduction, whereas it is beginning to be considered as a key element of the customer experience. This is a paradigm shift. This automation can be used at many stages of disaster resolution, from declaration to final settlement. In the end, it is time saved and costs reduced. Everyone wins!

Automate the customer experience

The insurance industry is traditionally dedicated to face-to-face or telephone. In this context, automation can only seem to be of interest to the insurer and not to the insured.

However, what the insured wants is immediacy and efficiency. He wants to know where his disaster is. On these aspects, automation allows to anticipate the needs of the insured and reduce the number of unnecessary contact points.

On the other hand, what is important for the insurer is to propose the choice to its insured of the best channel according to the moment. It is common for the insured person to declare his claim by having a human contact and then prefers to receive the following notifications by mail for example. The aim is to propose and manage an omni-channel relationship in an efficient and fluid way. For each channel, automation solutions exist (artificial intelligence, robots, etc.).

It is above all to be helped by automation to bring a better level of response to the insured. It is out of the question to cause failure on only one stage of the process, or the perception of the insured will be bad, which would be a risk of attrition!

Focus on experience with subcontractors

In claims management, the insurer actually focuses on the customer experience. However, there are many players in the disaster management chain (assis- tant, repairers, experts, etc.). But only the insurer is interested in this aspect! He must then be the guarantor of the respect of this experience, whatever the interlocutor of the insured. It is therefore a question of correctly managing the provider chain.

Indeed, it is useless for an insurer to process the declaration of loss in record time, if the delay drags on later in administrative actions or interactions that work badly.

This can be done by making available to all players the right information in real time, via a partner portal, for example.

Key take-aways of white paper “Seamless Claims”

There are many difficulties to overcome to fully automate a claim process. That’s why it takes so long to set up for insurers. Anyway, 3 good practices emerge:

Step by step

It is not necessary to want to change everything at once. Claims management consists mainly of three steps: registration, decision, and payment. It is then possible to envisage evolution step by step, and in a decorrelated manner over time. By automating the 1st step, it is an important brick allowing to envisage and to build the suite. Be careful: too much cutting can prevent the real and profound changes of culture necessary.

. Improving the spirit and corporate culture

There are too many processes that are managed in a purely hierarchical way. Understanding the pressures and difficulties before and after the deployment of the automation phase can better respond to them and empower all stakeholders. It is a cultural issue that seeks to get more commitment from everyone.

Becoming invisible

Automation must be both transparent and intuitive for the customer. It is a matter of making sure that it answers to his need without feeling the impression of being driven along this path for simple reasons of cost reductions!

SwissRe – Unveiling the full potential of telematics (Italy)

Re/insurer Swissre regularly publishes notes of analysis or expertise on its areas of specialization. They recently published a study (Unveiling the full potential of telematics – an Italy case study) on the evolution of telematics, these connected objects embedded in cars. This study follows a more general and similar one published at the end of 2016: Telematics – Connecting the dots.

The starting point is simple. Italy has the highest rate in Europe of insurance offers based upon these famous telematics. One can find there the highest penetration rate of these connected objects in the vehicles. This report is intended to provide feedback and, more importantly, to consider what options could be extended to other countries.

Continue reading “SwissRe – Unveiling the full potential of telematics (Italy)”