Captive agents are calling on carriers to deliver stronger digital capacity and greater product choice as their share of premiums continues to decline.[i] Lacking the products and tools they need to compete with digitally-superior insurers, it’s a tough go for many captives in today’s market, but it could be a lot easier with the right capabilities and offerings.
Digitization and product choice. That’s the future of P&C insurance. Just look at recent reports from CB Insights on the InsurTech partnerships taking place across the industry. The majority of alliances, such as Allstate and Openbay, have been forged to enhance product selection, or in the case of Nationwide and Sure, to add digital capacity to an existing product lineup.
Angela is an internal agent for a large national insurer. Her job is to meet consumer demand for additional coverage by selling appointed homeowners and pet products to complement the company’s manufactured auto. Despite the fact that the insurance industry has a reputation for being staid, she can say that her job is never dull. Just think about the customer who was transferred to her yesterday. He had the standard home and auto with her company, but was looking for a policy to cover his exotic pet, a parrot who mimicked him in the background of their call.
Beth is a product manager at a large insurer offering auto and home coverage. It used to be that there was little to differentiate her products from those of her competitors. As a result, consumers selected coverage based primarily on cost, and she was under pressure to continuously evolve a more competitively-priced product. But there is only so much skin you can shave off an apple and Beth had already reached the core. It was time to try something new.
In a previous blog, we outlined the difference between Innovators are those helpful folks who want to assist you in meeting the challenges of the current and future market. Disruptors? Well, they just want to take your market share.
According to McKinsey, customer satisfaction with your company has more to do with the end-to-end experience than individual touchpoints.[i] This is important to understand, because we tend to evaluate business performance based on distinct metrics, such as call handle times, quote starts or quote conversions.
P&C insurers spend as much as 30% of the cost of the product on distribution.[i] That’s a hefty price to pay to get your offerings to consumers, only to have them be dissatisfied with the experience. As consumers demand more convenient options for purchasing insurance, leading P&C insurers have found a way to reduce costs and improve the ease of the buying experience by digitizing manual processes.