What does leading-class digital insurance look like today? And how can Insurance companies improve their digital experiences and customer engagement? We explored these questions through structured interviews with five senior insurance executives who are each responsible for innovation and digital experience at their organizations. The interviews and related analysis generated the case studies that form the backbone and narrative of this report.
The case studies reveal that leading‑class digital insurance offerings are achieved by those who focus their entire platform on the delivery of value enabled through digital services and compelling experiences. This definition certainly sets a high bar—but we wanted to go beyond the typical “single-point use case” as it were to try to get an enterprise-level and strategic view (and frankly, today’s customers demand more). Moreover, the industry is at an inflection point reverberating through the battle between incumbents and new entrants armed with new digital platforms and advanced analytics.
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