Higinio Iglesias
ebroker CEO
Report published in the number 5 of the Actualidad Aseguradora magazine, dated 27 of May of 2019.
How does technology influence the following areas: the relationship with the customer, the provision of service and the services themselves?
Technology has become a transversal business resource that is having a decisive impact on the definition of the product, its marketing process and the sales and after-sales experience.
Innovation in the company through the use of technological resources at your reach provides competitive advantage as it favors the creation and development of products better adapted to the needs and preferences of consumers, increases the ability to bring them to market through new channels and marketing devices, and produces experiences in the consumer that increase satisfaction levels and with that, loyalty.
How does technology affect mediators?
Technology particularly affects mediators, since it represents a resource that allows their professional services to be brought closer to the consumer in the form of a value that adds to insurance as a product and makes it better.
It is necessary to take advantage of the inertia of the present moment of digital transformation so that mediators consolidate our position before other channels and strengthen the relationship with the client in face of the constant threat posed by an openly multichannel model that evolves in the context of the new digital society.
The mediator must use the technology to materialize before the consumer his contribution of value as an essential factor.
The application of technology to the achievement of these aims raises several paths, and choose the right one and go through it accompanied by a good technological partner is crucial to achieve them.
What are, in your opinion, the technologies that are most impacting the insurance sector in general and in the mediators?
Just three or four years ago we were talking about new technologies, today it seems that talking about "the new" is not enough and we raise the tone to "disruptive" level.
Concepts such as big data, business intelligence or cloud computing, for example, give way to others such as blockchain, internet of things (IoT), chatbot, IA, ...
The insurance sector, and with it the mediators, aspire to incorporate the advantages of this new technological ecosystem because, undoubtedly, this brings lower costs in the processes, improvement in the performance of tasks, makes it possible to design better products, services and offer to the client, among other benefits; In short, it means greater efficiency, greater competitiveness.
Put yourself in the consumer's pocket through your mobile is another of the industry's challenges for technology, and has a lot to do with issues related to two terms that currently state the state of the art in the development of mobile user applications: UX (User eXperience), which is what a person perceives when interacting with a product or service, and UI (User Interface), which have to do with the function of the user finding what he / she looks for in the shortest possible time and also having a good experience; that is, it has a lot to do with making things easy for the user-consumer.
What is not easy will fail, and this will condition, and condition, the development of the insurance industry in the digital world of mobile devices.
Is it difficult to find solutions for adapting to new times? What risks does it imply not to find solutions?
It is not difficult to find solutions, it is difficult to find the right ones for each need or strategy, apply them properly, find the right partner and, above all, adjust the investment vs return binomial, or what is the same, do not pretend " kill flies with cannon fire ".
If a company is not able to find solutions to adapt to "the new times", the consequence will only be one: extinction.
How is the Insurtech phenomenon affecting the insurance market? What is changing?
The insurtech phenomenon has broken into the reality of the insurance industry proposing a cocktail of insurance and technology that provides lyrics, music and rhythm to this celebration of "welcome to the future of insurance" in which we all want to dance with the new consumer.
It is not yet clear what is the ideal ratio of insurance and technology that this cocktail has to carry, and less how much premium the components must be.
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