Connected, innovative customer experiences

The current Qorus Accenture Innovation in Insurance coverage Awards highlighted the world’s main insurance coverage changemakers. The winners of every class stood up towards powerful competitors with initiatives that weren’t solely revolutionary, however efficient and with measurable affect. On this weblog sequence, I can be delving a bit deeper into every class, illustrating how every winner is on the forefront of innovation. Earlier than we start, it’s possible you’ll discover a change – Efma just lately modified its title to Qorus to replicate its world relevance within the monetary companies panorama and reinforce its give attention to the neighborhood.

It’s necessary to contextualize any dialogue on innovation with the forces presently driving the insurance coverage panorama. New rising dangers and a reworking threat panorama current new dangers (environmental, local weather change) and alternatives (cyber, new digital economies, new infrastructure) for insurers. The convergence of industries and rising ecosystems is driving product innovation, new distribution methods and gamers. Collectively, these parts are collaborating to increase the worth proposition of insurers, from reactive threat indemnification to proactive and ongoing threat prevention and mitigation. Additionally, the brand new enterprise surroundings we’re in, which incorporates larger inflation charges and a doubtlessly recessionary surroundings, would require improvements to additionally tackle effectivity/bottom-line goals to the good thing about each insurers and policyholders (the Discovery case is an efficient illustration).

On prime of this, now we have witnessed healthcare turning into a central development. Accenture’s Insurance coverage Income Panorama 2025: Innovate for resilience research anticipates monumental income alternatives for insurers from well being/wellness and life services and products.

In a current survey, Redefining Wellness: International Survey Sheds New Gentle on Alternatives for Insurers, RGA, a life and well being reinsurer, discovered that an amazing variety of insurers – 85% – reported making wellness a ‘precedence’ and an integral a part of the options being developed to assist buyer wants, with practically 3/5 of respondents incorporating wellness into product choices, together with insurance-linked wellness applications, applied sciences, and instruments.

Related Ecosystems & Marketplaces – AIA (Thailand)

This insurance coverage shift in the direction of wellbeing is clear in our Related Ecosystems & Marketplaces 2024 class, which celebrates revolutionary practices that give rise to new enterprise fashions, scalable end-to-end worth propositions that capitalize on the facility of partnerships, platforms and the Web of Issues. The class winner, AIA (Thailand) acquired the award for its ALive cellular software. This ecosystem of well being and wellness choices goals to place neighborhood at its core by supporting younger households and serving to them lead more healthy, longer and higher lives.

Prashant Agarwal, Head of Digital Advertising, AIA Group, says “Life and well being are two areas the place the insurer’s business goals and the buyer’s private ones overlap fully. The more healthy you’re and longer you reside, the higher the insurer does too. Subsequently, wellness is the result clients search, however it’s merely higher enterprise too. We embrace shared worth as a basic precept of how we function, increasing effectively past the function a transactional payer of claims, to a relational companion to our clients’ all through their life and well being journeys. This creates a triple win: for the client, AIA, and society, assuaging the burden of a public well being disaster for governments.”

Product & Service Innovation – Discovery Well being

Within the Product & Service Innovation award, this yr’s winners Discovery, a life and well being insurer from South Africa, illustrated the facility of innovation with the client on the centre with its Discovery Hospital at Residence innovation. The product gives an alternate care setting for a spread of medical and post-surgical circumstances that may in any other case require hospital admission.

Dr Botho Mhozya, Head of Well being Skilled Danger and Hospital at Residence, Discovery Well being says, “Globally, the COVID-19 pandemic has accelerated the adoption of digital healthcare applied sciences by sufferers and healthcare suppliers and pushed the proliferation of digital / “at Residence” care supply. Accenture’s 2020 Digital Well being Client Survey discovered that sufferers embraced digital care throughout the pandemic, with the bulk discovering digital care nearly as good or higher than in-person care. Roughly 60% of those sufferers would wish to use know-how and digital care extra going ahead. At Discovery, the elevated adoption of digital healthcare has been evidenced by the exponential improve in the usage of telemedicine with Discovery Related Care logins having elevated by 763% since 2019. This elevated adoption of digital healthcare globally and the necessity to ease the burden on more and more overwhelmed healthcare methods, highlighted the affected person’s residence as an necessary and related setting for delivering healthcare. This offered a singular alternative for know-how to allow supply of secure, environment friendly, and handy hospital-level medical care in a house surroundings.”

Discovery Well being launched Discovery Hospital at Residence to supply an alternate setting of look after members recognized with COVID-19. Greater than 100 members of the Discovery Well being Medical Scheme had been efficiently handled for COVID-19 of their properties throughout 2021, all with the identical or improved ranges of medical outcomes and a greater affected person expertise. In January 2024, the programme eligibility standards had been expanded to incorporate all clinically acceptable medical and post-surgical circumstances that may in any other case require admission to a hospital for basic ward stage of care. The programme was additional expanded to make sure nationwide availability of the service and the capability prolonged to allow admission of as much as 750 sufferers at any given time. This makes it the biggest hospital at residence supplier in South Africa.

Mhozya provides, “The pandemic additionally confirmed us that controllable behaviours drive outcomes of not solely non-communicable illnesses however communicable illnesses as effectively, with world analysis demonstrating that greater than 50% of COVID-19 associated deaths are attributed to people with three or extra comorbidities. Enterprise fashions that assist make folks more healthy, whereas concurrently decreasing the value of insurance coverage, due to this fact have the potential to make a profound contribution to society by constructing resilience towards each non-communicable and communicable illnesses and serving to people and healthcare methods climate extreme shocks. The rise in availability and adoption of digital healthcare instruments can be enabling insurers to assemble extra information, and supply extra focused well being interventions, than ever earlier than.”

The client want for seamless, distant experiences extends past healthcare. The mix of demographic and socio-cultural adjustments, along with better technological capabilities are driving insurers to improve their insurance coverage options to extra clear, customized, seamless, and omni-channel services and products throughout the board. For instance, the usage of clever applied sciences is reworking the best way the insurance coverage business approaches claims. And this isn’t solely to the good thing about youthful digital-savvy clients. As reported within the newest Accenture Insurance coverage International Client Examine, older shoppers present an growing desire for digital claims with 71% saying they want the web chat/video insurance coverage declare course of to switch the standard in-office declare course of.

Buyer Expertise – Allianz Companions

This shift comes via within the winner of the Re-imagining the Buyer Expertise 2024 award – Allianz Companions’ Visi’ Residence. José Antonio Molleda, International Head of Product Administration and Innovation Residence Help at Allianz Companions says, “The pandemic put strain on properties as they remodeled into a faculty, an workplace, a childcare facility, and every thing in between. On this context, sudden issues at residence may be particularly nerve-racking: electrics, fuel dysfunction, heating breakdown, and so on. At Allianz Companions we act as guardian angels defending what actually issues, by combining digital intuitive options and the human contact to actually construct distinctive experiences all through key moments of our clients’ life. Based mostly on this ethos we created a product that, via distant residence help, connects clients with knowledgeable declare handler at any time, offering quick prognosis of the issue {and professional} steerage to repair it on the spot when it’s attainable, or instantly setting an appointment with the appropriate craftsman.”

Visi´Residence was launched in July 2021, delivering promising leads to the primary three months. He provides, “First name decision price elevated by 18%, whereas decision time was dramatically lowered, leading to an enhanced total buyer expertise. Prospects worth comfort probably the most, proper after immediacy and empathy from our professional declare handlers. By fixing the issue on the spot via distant help and with out the intervention of a craftsman, clients can have all of it. Final however not least, Visi´Residence permits a big discount in CO2 emissions via 15% of averted interventions which has additionally been positively acquired by our clients.”

As these three Innovation in Insurance coverage winners present, aligning to buyer wants and utilizing know-how strategically can open up new channels of worth. Look out for the subsequent article within the sequence the place I’ll talk about the leaders of the opposite classes.

See the total 2024 Qorus Accenture Innovation in Insurance coverage checklist.

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Disclaimer: This content material is offered for basic info functions and isn’t supposed for use instead of session with our skilled advisors.

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