“I believe it is about placing the policy holder at the centre of the conversations, instead of the product itself. Part of this journey has already been made but there is still some progress to go,” declares Bourguignat.
He adds that silos remain an issue. “There are some specialists in home insurance or car insurance, but as a policy holder you want to have a 360 offer, and one that covers all your needs. Becoming more customer-centric and avoiding product silos is definitely something to improve on in the coming years.”
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In terms of the evolution of insurance overall – and one of the biggest outcomes of increased machine learning – is the growing shift towards a more proactive industry, moving towards prevention rather than pay-out. Bourguignat points out how this aligns with what is likely to be the biggest risk for policy holders in years to come.
“I think everything regarding climate incidents – fire, flooding, hailstorms and so on – will be a huge topic for insurers in terms of prevention and bridging the increasing gap between the real risk that is rising and the lack of coverage of the population.”
As well as consumer uptake, Bourguignat says that transformation within insurance has only really just begun. “Digital acceleration will not stop – it will only amplify.”