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What Lies Beyond Digital for Insurance Operations?
Article

What Lies Beyond Digital for Insurance Operations?

Erwin Dirnberger, Christopher Freese, Michelle Hu and Michael Urban
Boston Consulting Group, 2020
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Editorial Rating

8

Qualities

  • Overview
  • Visionary
  • Concrete Examples

Recommendation

Insurance is going through a major shift toward the digital, and legacy insurance companies are going to have to embrace AI if they wish to remain competitive. The future is bionic. Humans and machines will work together to bring customers a seamless experience. Automation will make things fast and easy, while human employees will add emotional intelligence in cases needing a more nuanced approach. In this special report, the Boston Consulting Group explains how a bionic insurance company might function.

Take-Aways

  • Bionic insurance operations like “live tracking,” “proactive and preemptive services,” and “dynamic mass personalization” will lead to better customer experiences.
  • AI will drive automation, and most issues will be resolved through digital channels.
  • As insurers scale their digital capabilities, there will be fewer full-time human employees, and digital skills will be vital for the human employees who remain.

About the Authors

Erwin Dirnberger (Vienna), Christopher Freese (Berlin), Michelle Hu (Shanghai) and Michael Urban (New York) are professionals with the Boston Consulting Group. 

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