Categoría: telemetry

The accelerated growth of new technologies under the eaves of traditional businesses has been generating acronyms that end in «Tech», Ex. Health technology businesses are called HealthTech, financial technology businesses are called FinTech, this is how the technology businesses of The insurance industry is called Insurtech. Many times the Insurtech being a relatively new segment are protected under the umbrella called Fintech.

In this regard at the DIA Amsterdam 2019 event, Mckinsey launched 3 mega-trends, where the third one points directly to the aforementioned paragraph, the call for collaboration between traditional insurance companies and technology companies with specific work within the chain of value of insurers. Ref. Megetrends.

Today the Insurtech are growing by leaps and bounds especially because of the advantages they generate to the business or insurance company that adopts them, in this regard at LISA Insurtech we see a general dismantling of the insurance value chain. As this happens, new partnerships and collaborations should be formed to meet the best needs of customers. An example of this is the association between insurtechs and traditional players. Many Insurtech’s are focusing on specific functions throughout the value chain and are achieving higher profitability levels for these specific functions, which makes them active collaborative partners.

In the case of LISA, Insurtech has specialized since its inception in the automated management of claims, reducing 80% of the settlement time and saving 60% of the handling cost. You want to know how, contact us!

The pandemic made it possible to expose one of the insurance industry’s greatest weaknesses: its digital and technological capabilities. Insurers continue to work with their rudimentary system, which translates into the use of many forms to complete, telephone calls, among others.

The resistance of the insurance industry when it comes to the implementation of digital technologies is marked and as we see an increase in digital adoption in other companies, we can know that insurers not only run the risk of being left behind, but that they could also become obsolete with other companies offering insurance as an added service.

The Insurance Companies must pay attention to their clients expectations

Insurers have not lived up to rising expectations, in fact, simple insurance purchases require lengthy questionnaires, extensive evaluations, and channel changes.

The customer experience is becoming a key competitive weapon and insurers must keep up with the expectations of current customers, which are focused on digital and related channels. For some time now, customers have become millennials, which represents a total adherence to technology.

Covid-19 has challenged and generated growth opportunities for companies to offer better customer service. An example of this could be that as a consequence of the health contingency due to Covid-19, the requirements of car insurance changed due to altered mobility needs, there are even many insurers that offer reimbursements based on the reduced use of vehicles.

Currently, what should the Insurance Companies take into account to offer a better experience?

1. Commitment: Understanding the interests and experiences of customers, helps the company to design and offer solutions that will be more valued. Providing relevant offers over time and in the channels that people most frequent is the way to improve customer opinion and boost engagement.

2. Empowerment: insurance companies need to strengthen their clients, allowing them to access superior and relevant information to make better decisions. Thanks to this, insurers will be able to establish a relationship based on trust.

3. Emotional connection: this characteristic originates from the result of the combination of ethics and social responsibility of companies, the way they treat their employees, the causes they defend and their experience in building relationships. Showing and maintaining authentic care for both employees and clients increases emotional connection.

In order to keep the insurance industry competitive, insurers must engage with policyholders in the way they respond, train them with relevant and up-to-date information, and demonstrate that they care about them. In the urgency to digitize and adopt new technologies it is also important that the insurance industry take advantage of its ability to personalize its customer service.

In the current uncertain but incredible panorama in which society has been rapidly transforming, driven by digitization and globalization, the consumption habits of people and, therefore, of industries, have been experiencing an unprecedented change.

Among the sectors most affected by this change, we find insurance, where the crisis, the new lifestyles of policyholders and competition, driven by technology, have forced and pressured insurers to reinvent themselves and find new ways of deliver value to customers.

In that sense, the Customer journey plays an indispensable role since it is about the experiences of a consumer during the process before and after the purchase of a product or service. In the insurance industry, the almost unique way to improve the customer experience is through interactions made through customer service.

Consumers today are looking for something else, if we compare what the customer experience was like years ago, today there are many more intangible products and services that are associated with experiences.

In the insurance sector, we acquire a service in the event of accidents of various kinds, which we can «feel» at the time of the claim. The profitability of insurance companies depends on the retention of their clients, which is why it is essential to achieve loyalty through experience.

Loyalty in the current era is based on knowing the needs of the client, in order to offer them a complete and satisfactory experience that provides them with differential value.

To do this, we must focus on the following key points:

1. Define a Customer Service model that integrates the different channels (traditional, digital, robotic channels, conversational platforms and mediators).
2. Identify and create new points of contact, using all the information available about your customers through the different sources of information.
3. Establish a data collection and analysis strategy that provides a deep understanding of the client.
4. Offer a value proposition to intermediaries that improves their adoption of the changes involved in offering the customer a differential Customer Service.
5. Design a model that has the necessary tools to address the challenge of creating a differential Customer Service and leading cultural change within the company.

Having the backing of insurance has become essential for everyone, since life is unpredictable and a clear fact of this was the appearance of Covid-19 in 2020, which took us all by surprise.

That is why having insurance is essential since we can not only protect our personal and real property, but also be supported in the event of an accident or illness. In this sense, we want to share with you the second part of the article where we explain the keywords that you must understand before taking out insurance.

Let us begin!

What is the grace period?

It is the fixed period during which the coverage of the life insurance policy remains in force, even though the corresponding premiums have not been paid. It is usually 30 days from the premium payment due date.

What is the endorsement?

It is a document where any correction suffered by the policy is disclosed.

Lack of insurance

This is the period of time from the beginning of the coverage period, during which the insured is not entitled to payment of compensation.

What is insured matter?

It is the object that is intended to protect against risks and a detailed description of what will be insured is made in the policy.

What is the insured amount or capital?

It refers to the value in which the insured has estimated that the assets he insures have and that they belong to the maximum amount of compensation that the insurer is obliged to pay in the event of a claim. It should be noted that in the case of life insurance, the amount insured is directly related to the premium paid and not to the value of the insured material.

What are coverages?

They refer to the set of risks that are transferred to the insurer due to the insurance, whose occurrence forces the company to pay the insured an indemnity up to the limit of the insured amount (according to the terms established in the particular and general conditions of the policy.

What is automatic renewal?

It is the agreement between the parties, where the insurance can be tacitly extended for a new period of validity unless the insured cancels it.

There are many terms that come to light when thinking about insurance, and it is possible that we get confused and have many doubts.

We hope this article has been useful to you. Soon we will be sharing part 3, because yes, there are many important words within the insurance sector. Wait for her!

As we approach spring and summer, we know that it is one of the most ideal times to enjoy outdoor activities, one of the most favorite being the beach or the pool. However, we tend to forget the care and necessary measures that we must have as citizens to prevent forestal fires, which are quite common in Chile at this time.

In recent years, Chile has been in danger of forest fires for at least eight months of the year, which clearly translates into an investment of resources to prevent and combat these types of accidents. It is known that the national budget for the year 2020 for the fire season has reached 63,000 million pesos.

Around 7,000 forest fires occur in Chile and originate when environmental conditions, such as lack of rain, higher air temperature and south wind flows. This occurs between October and April, not only due to the causes already mentioned, but also due to the carelessness of negligent people who increase the probability of a fire occurring.

That is why we want to do our bit and share with you these measures that can help prevent forest fires:

• Don’t throw matches or cigarette butts on the ground.
• Do not smoke in places with dry vegetation that could burn.
• Avoid lighting bonfires in areas close to vegetation.

If it is strictly necessary to make a fire:

1. Do it in an area away from branches, trees or elements that can ignite with fire.
2. Delimit the area of ​​the fire with stones or sand to prevent its spread.
3. Keep nearby items that can be used to put out the fire such as sand, water or dirt.

Preventing forest fires is everyone’s job, since in some way we have even been participants without realizing it. We must educate and be aware of the consequences that all this can bring, such as: damage to the soil, destruction of the habitat of wildlife, loss of plants that generate oxygen, increases the greenhouse effect in the atmosphere due to the emission of carbon and others harmful elements for the environment, among others.

Let’s be aware!

Cybercrime is one of the greatest risks that companies are exposed to on a daily basis today, where the Internet of things, social networks and applications have provided an environment conducive to exponentially increasing spaces of vulnerability.

These types of attacks are one of the most accentuated concerns for companies, institutions and governments. Cybercrime has managed to structure itself to break any security barrier and does not discriminate when attacking and choosing its victims. A hacker attacks on average every 39 seconds.

These attacks are based on:

• Information theft.
• Obtaining personal data.
• Theft of bank passwords.
• Disable teams.

On average there are in 2020, more than 200,000 million devices connected and exposed to attacks, with an incalculable security breach. This panorama is causing the cybersecurity sector to change its way of approaching the fight against cybercrime and to organize itself more and more around the protection of information, the most valuable asset.

Fundación MAPFRE assures that companies must be aware of the need to incorporate cybersecurity within risk management in order to be able to obtain preventive measures and plans to detect vulnerabilities.

One of the most emphasized points by MAPFRE is the one that ensures that companies must change their mentality in order to work together with insurance companies so that insurance does not become an analgesic element in the absence of security measures. Policies associated with technological risks are currently evolving due to the development of digitization and the use of new technologies.

The clear lack of data on claims and their evolution, has indicated the need for companies to study the risks they insure with better precision. In the same sense, it is essential to know the true scope of your computer protection systems and qualify their resistance capacity in the event of a cyberattack.

This is a very positive scenario for insurance, since it is expected that in about ten years the global volume of premiums for this type of insurance will increase to more than 20,000 million dollars, as a result of an increase in the number of claims at the global and the existence of an increasingly interconnected and digitized business environment.

Fraud is one of the most common activities against insurance companies, and those who participate in this crime seek to appropriate benefits or compensation that clearly do not correspond to them.

Currently, these types of actions continue to occur and the sanctions are not really taken into account so that they do not continue to occur.

There are many cases of attempted fraud caused by the insured, where they have exaggerated and wanted to show that the accident has caused them more damage than they have actually suffered, such as taking advantage of a small blow to the car to receive compensation that allows them to fix a part or paint any part of the vehicle.

However, fraud does not always occur on the part of the insured, since insurance industry workers take advantage of their condition within the sector to obtain benefits and justify a claim from a known customer.

There is also the proven case that other companies have been involved in fraudulent activities against the insurer, such as clinics, mechanical workshops, among others, where they falsify invoices and reports.

Now we will share with you the most frequent types of fraud within the insurance sector to understand their nature:

1.Hiding information: many times it is sought to hide that an event has occurred due to the negligence of the insured or that the damages have been greater because the affected party did not comply with the security measures.

2. Giving erroneous information: complementing the previous case, in some frauds an attempt is made to distort the information of the incident that occurred, changing the moment in which it occurred, the location, cause and even people involved.

3. Simulation of an accident that does not happen: within this type we can get a false theft or an appliance that “has been damaged” but in reality if it works.3. Simulation of an accident that does not happen: within this type we can get a false theft or an appliance that “has been damaged” but in reality if it works.

4. Exaggerating the consequences of the claim: within this point we find claims related to health, since there are cases where the insured try to exaggerate their ailments and illnesses that they do not actually have.

5. Intentionally causing a claim: deliberately producing a claim is one of the most used techniques to try to defraud the insurer.

The prevention of fraud is an issue that directly affects the operation of claims, thus impacting the result of operations, that is why through LISA Claims insurance companies will be able to filter suspicious behavior through a fraud funnel and also have an early warning.

Do not hesitate to contact us and share this content among your acquaintances!

As we mentioned in our article «These are the benefits of Personalized White Glove Service for Insurers», if insurers consider the opportunity to offer personalized service, they can guarantee better products and services, evaluating the needs of each individual and know if they are repeated among the insured to be able to implement them even more quickly. The truth is that very few industries are offering this service because of the cost and because it requires changes in the organizational structure and investments in IT.

In this sense, based on how aware the insured is that there is a problem and the ability of the insurance company to respond to it proactively and effectively, customer needs can be categorized into three archetypes:

-Prevent problems: a proactive service can enhance the image of an insurance company in front of its policyholders by being able to prevent problems before they happen.

-Resolve problems before clients report them: busy clients perceive a “white glove” treatment when they know they have a problem but the company detects it and solves it before they raise it.

-Customize responses when customers are contacted: when the insured requests help, insurers can still offer an exemplary service by predicting their needs based on their individual profile to guarantee a personalized response.

Customers of any company increasingly expect them to work tirelessly in the background, anticipating problems before they occur, knowing when, where and how to establish contact and doing so proactively when necessary.

Establishing a guided customer service function with these characteristics requires a good understanding of organizational needs and tools that facilitate the collection, analysis and exchange of information.

Those insurance companies that dare to use innovative technologies will be able to set the pace to compete and grow away from their traditionality.

Customer satisfaction is one of the fundamental pillars for any company and ensuring it goes hand in hand with offering effective products and services with the help of technology.

Learn how to increase NPS up to 20% with LISA by clicking here

Do you think that combining human capital and technology would make possible a perfect formula to contribute to insurers? The truth is that not only is it enough to have modern systems, but true innovation starts from the union between technology and people.

We have already seen in other of our specialized articles, how technology contributes so much since its appearance, in fact one of the most prominent turning points was this year when Covid-19 appeared, which would cause the way many insurers operate be subjected to a new abrupt paradigm.

Currently and for several years, the requirements of customers to purchase insurance have been very changing, for this reason insurance companies have had to take a step back to reinvent themselves, seeing the mistakes made and thinking about how they can play an important future role in the lives of old and new customers to meet their needs.

So that the insurance industry can reach and stay in the «Top of mind» of its clients (it refers to the brand or product that first appears in the mind of the consumer when thinking about a specific industry), and be able to succeed in the future You will need to consider three important points, which Duck Creek Technologies revealed in one of their recent research: «How do you get a great product?»

1. Establish the basis for growth: insurance companies that are considered providers of stability, financial opportunities and security (especially with regard to emerging economies), should have a more established role in establishing trust and infrastructure for continued growth.

2. Eliminate immobility: having a security entity is something that provides tranquility and strength, especially when you have the idea of ​​growing more as a business. When insurers begin to define themselves as a network that offers security, they can help other companies to overcome immobility by acting as partners so that other industries can be ambitious and offer more innovative and customer-friendly products and services.

3. Play a more active role: Insurance companies have long been issuing silent contracts that only enter the game when a claim has occurred. In an increasingly updated and intelligent world, the insurance industry must play a more active role in maintaining the safety and well-being of its policyholders. If insurers can be proactive, they will not only reduce the pain of loss, but also promote safer and healthier societies.

An addition that you must take into consideration is that if the insurer wants to stay or reach the Top mind, it must know its audience, offer quality products and services, transmit credibility, be present on a daily basis.

There are many «lame legs» in insurance companies and they go hand in hand with the previous points, that is why implementing technology and real action plans is relevant and the best idea to get out of the comfort zone and be able to satisfy the needs demanded by our policyholders. Get to know LISA and find out how we offer value so that the insurance industry gets out of its traditionality.