The digital insured index is useful immediately in several aspects. First, it shows how active insurers create new opportunities for their customers by introducing digital tools. Secondly, how much these opportunities are used. And thirdly, as far as customers are satisfied with the instruments of digital interaction provided by insurers.
The results of the first study indicate that, although the insurance companies have already passed a considerable path, today's level of demand for digital services is so great, which exceeds the proposal. So - you need to do much more. In addition, it is important to understand that digitalization is not just the introduction of new tools. For example, to solve the same tasks to interact with the client. This is a qualitative change in the insurance industry. While this quality has not been reflected in the index. But, I think the developers will take into account this moment.
The scope of the mandatory autocaretry is the most formalized industry with a wide range of cases. Therefore, OSAGO is one of the most appropriate sectors of the insurance market for a phased transition to a digital format. Why go to the insurer's office to arrange policy? If this can be done at home via the Internet? Why spend a lot of time to resolve losses for an accident offline? If the execution of part of cases can be translated into a digit? Of course, changes may require a long time. However, this type of insurance is time to move into the figure.
Today, for offline format, you can leave some kind of insurance of insurance events. For example, an accident with a lot of participants and human victims. After all, the most important thing is that people are afraid to translate into digital format - this is a communication with customer support service with an insurance event. At this point, in addition to the speed and convenience of information transfer, people need to participate and emotional support. And they can only be obtained from a person. Still, peace of mind is one of those values that insurance offers. It is also necessary to remember that receiving any online services is associated with some technical problems. As something: poor Internet connection and insufficient technical literacy of users. As well as possible shortcomings of the primary variants of digital solutions.
It is also important to leave the Insured the right to choose. Let each consumer himself decide in which format it is most convenient to interact with the insurance company. Online format is convenient than the speed and lack of the need to make a variety of routine operations. This effect is achieved due to automation of information collection, it is impossible in non-commodity format. Each user leaves a "digital footprint", allowing to effectively monitor operations with an insurance company and allow possible disputes, which is important to determine the cost of the policy and when settling losses.
But, what would be the opportunity, there will always be people who won't want to use them and want to keep for themselves old, dociferous insurance. The question is, in how long insurance companies will be able to maintain the possibility of obtaining certain services in a form other than digital. Over time, the difference in the cost of digital and "analog" processes will be very significant, which will lead either to the rise in price of the "non-comma" interaction, or to its exception to practice.
Source: Claxon Automotive Newspaper