Digital First: Insurance

Moving from a call centre culture to digital by preference, an example from the insurance industry.

Strategic Thinking

The "Thinking Team" was a group of senior leaders from across the business were tasked with innovation.  This team worked over and above the business plan, strategy and operations.

My ideas that made it through the Thinking Team and into reality:

Ideas I worked on from the Thinking Team

Digital First Customer Platforms

Leading the development of digital platforms and digital products for the European business, three key multi-client platforms were delivered:

Sales and Registration - intended to either sell a policy or to register a device post policy creation.  This platform included direct and indirect payments, one-off and monthly reoccurring.  As the platform evolved it got more intelligent and was able to self register mobile phones, tablets and laptops.  Add on features would include damage and hardware checks.  

Customer Service - for everything in the life of a policy .  Policy changes, device updates, documentation, renewal, and of course claims.  As the claims journey evolved anti-fraud was added and a "tell-us-once" service (informed police, carrier, and locked the SIM and phone in one go - optional data wiping).

Sales and Customer Service platforms combined the formed the basic of all product offerings.  The new clients won through the benefits of the digital platform (cost and speed to implement) resulted in 15 million new policies underwritten.

Financial Services Product Add-on - A digital version of the value added bank account, offering a selection of extras like mobile cover, travel insurance, roadside assistance and much more.  Scaling an existing call centre service into a digital platform and expanded it's offerings and flexibility primarily to enhance bank accounts and as card holder benefits.

All services were built for scalability, a global customer base (although split as EU & ANZ, NA, LATAM).