Our research shows that digital is playing an increasingly important role in the majority of customer interactions, and agents’ efforts are being refocused to add more value. Only one out of five carriers reject this model. The most disruptive distribution innovation is the Internet of Things (IoT) which, among other things, is driving insurance beyond indemnification to real-time protection.
Watch this video as John Cusano, Senior Managing Director, Accenture’s Global Insurance Industry provides an overview of the Accenture Distribution and Agency Management Survey findings.
Insurers need to confront this rapidly evolving marketplace. Their decisions about how to engage customers in the digital age will impact the kind of businesses they will be and the kind of customer experiences they will provide.
These critical decisions relate to 6 key issues:
Insurers’ customer and business activities with aggregators, currently and expected in three years’ time
High priority initiatives to improve the insurance operating model
Managing Director and North America Distribution & Marketing Services lead, Accenture Insurance
Principal Director and Global Group Benefits lead, Accenture Life Industry Consulting