Because the insurance coverage trade continues to navigate the tempo of change, complexity and uncertainty in our world, shoppers proceed to reply, anticipating firms to be extra attentive to their wants. This 12 months’s underwriting predictions provide steering on how carriers can reply quicker.
1. Evolving cognitive applied sciences will assist insurers seize alternative from extra discrete market segments
Technological advances in AI and knowledge analytics are serving to insurers additional refine market segments. As these extra discrete segments develop, so too does the chance for insurers to deal with them with new services supplied via a wider vary of digital distribution channels. One such channel is embedded insurance coverage—putting insurance coverage within the buyer journeys of non-insurance firms—for instance, providing life insurance coverage through the technique of making use of for a mortgage.
New cognitive insurance coverage platforms underpin these new merchandise and distribution channels offering life carriers with a solution to seize that chance, and as these platforms evolve, they maintain large potential for the underwriting perform. Already, these insurance coverage platforms are automating proof gathering and offering suggestions based mostly on a constantly up to date knowledge analytics engine. With this stage of automation and intelligence, underwriting selections might be made in actual time. These circumstances requiring additional scrutiny are then mechanically referred to a human underwriter. With a lot of the proof gathering already accomplished, the human underwriter is free to deal with additional evaluation, resulting in extra environment friendly resolution making—a transparent aggressive benefit in fast-moving digital distribution channels. We imagine innovation on this space will proceed to evolve over the subsequent 12 months. In reality, our report Gas the Way forward for Insurance coverage describes on web page 11 how a life insurer in China is bettering working effectivity and buyer expertise by leveraging AI and a sensible algorithm.
2. Buyer expertise will proceed to drive underwriting innovation
In final 12 months’s underwriting predictions, I mentioned how buyer expertise will decide who wins the digital competitors for brand spanking new enterprise. We anticipate this development to proceed, however with a heightened consciousness of shopper expectations and the way insurers can reply extra shortly to their altering wants. For instance, our Accenture Insurance coverage Client Examine analysis recognized that millennial and youthful shoppers aren’t the one cohort embracing a digital expertise. The 55 and older cohort is changing into extra snug with digital interactions. And if insurers are to draw and retain clients, a digital buyer expertise is desk stakes. Underwriting performs a pivotal position in supporting the digital buyer expertise, particularly with the proliferation of buyer expertise applied sciences obtainable via ecosystem companions.
As our trade shifts from indemnity to safety merchandise, digital applied sciences might be important to offering differentiated experiences that leverage these platforms and ecosystems to seize alternative from new product improvements. We imagine product and underwriting innovation will present a major income over the subsequent a number of years. Nonetheless, it’ll require expanded use of AI, automation, knowledge analytics and cloud to profitably drive income.
As insurers modernize their legacy core techniques, liberating siloed knowledge, they’re capable of automate their underwriting workflows to supply a quicker digital shopping for expertise, whereas connecting to extra knowledge sources that assist them apply the suitable stage of threat administration. Not solely does this shorten underwriting timeframes and scale back prices, it additionally improves the shopper (and underwriter) expertise. Likewise, it helps the superior expertise shoppers are searching for—seamless, proactive, and customized.
In accordance with a Gartner® report (Richard Natale, Kimberly Harris-Ferrante, August 2022), “By 2027, digitally engineered underwriting could have reached mainstream adoption within the life insurance coverage trade, leading to considerably elevated income and underwriting profitability and improved buyer expertise.”
3. Human + Machine working fashions will assist alleviate underwriting expertise shortages
Digital applied sciences akin to AI and automation aren’t changing underwriting jobs. Quite the opposite, these applied sciences will change into much more crucial as insurers face continued expert labor shortages. Furthermore, they may want a expertise and funding technique that targets digital expertise in knowledge analytics and no-/low-code capabilities together with the usage of versatile workforces to optimize the underwriting perform.
For instance, with the rising use of third-party knowledge, AI and automation present an environment friendly solution to ingest knowledge and make it helpful to underwriters. This frees underwriters to do what they do finest—assess and worth threat—whereas driving well timed, efficient resolution making. What’s stopping them is the executive work that takes up 40 % of their time, in response to our survey of 500 U.S. life insurance coverage underwriters.
Step one is to enhance the effectivity of back-end underwriting operations. Interoperability is essential to simplifying all customer-facing capabilities together with product distribution, advertising and marketing, gross sales, service and commerce along with utilizing an built-in know-how stack throughout platforms and ecosystems. The cognitive platforms described above can assist right here too. As insurers enhance their digital capabilities to shortly tackle shoppers’ ever-changing wants with much more discrete insurance coverage merchandise and distribution channels, underwriting capability must hold tempo. This human + machine mixture can facilitate a greater expertise for underwriters and potential policyholders.
That is excellent news for the insurance coverage worth chain and additional reinforces my optimism about our trade and insurers’ skills to satisfy the challenges and alternatives that lie forward. We’re ready to assist. Let’s discuss about getting essentially the most out of your know-how and human ingenuity.
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