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Digital Innovation in the Insurance Industry

Presentations on Life

Presentations on Life and Health Insurance Dr. Claudia Lang, Past Chairman, Association of International Life Offices (AILO) How German Insurers Fare in a Global Comparison: Where are They a Model, and Where do They Need to Catch Up? Head of the class or latecomer – where do German insurance providers stand in comparison to British companies? While companies from Germany and the United Kingdom differ widely in terms of financial resources, product development, customer management and sales methods because of their different cultures, neither system has a clear edge over the other. With one exception: British insurers began to prepare for digital customers early on. The primary challenge of the future lies in serving the digital customer. As a consequence, this also “We are in the midst increasingly splits the value chain in two, into the business of customer relationships and that of risk management – and in the case of a revolution.” of the latter, the regulatory authorities are the “digital customers.” Allard Doesburg, Senior Project & Change Manager, Change & IT Group Life, Nationale-Nederlanden New Transformation Approach for Life Product Portfolio Changes in society, economical developments and regulatory requirements change the general framework in the life insurance industry. The Nationale-Nederlanden, market leader in life insurances in the Netherlands, used this as an opportunity for a comprehensive transformation. A consistent SAP-based integration landscape now forms the basis for straight through processing, increased efficiency, reduced costs and optimized customer orientation as well as the realignment of the product portfolio and a short time-to-market for new products. In this, the IT transformation went hand in hand with organizational changes and paved the way for a workflowdriven organization. „Our comprehensive transformation is an important step towards an even more focused customer orientation.“ 14

Presentations on Life and Health Insurance Thomas Soltau, CEO, CSS Versicherung AG Outsourcing: The Management Company – A Model with a Future? To make its market launch more efficient, CSS Versicherung outsourced its IT processes and services to various service providers by way of a management company. The advantages: more flexibility and efficiency and lower costs. However, there are risks to offset these advantages: Dependency on the service provider, little in-house expertise in core processes – and thus few opportunities for control. The solution lies in differentiation: Outsource by all means, but for critical processes, the company must have in-house expertise. Long-term contractual ties with service providers only make sense if they are based on realistic assumptions about business development and if they govern compensation in a flexible manner. “The lack of in-house expertise in core processes presents the risk that the management company will be controlled by the service providers – rather than the other way around.” Gunnar Grund, Head of Organizational Development Division, HanseMerkur Digital Transformation in Health Care Benefit Processes New technologies and changing patterns in consumer behavior are also forcing insurers to rethink their business models and processes. Long-term cost advantages result particularly when digital transformation goes beyond customer points of contact and extends to the operating processes behind them. For this reason, when HanseMerkur began transforming its health care benefit processes, it relied on an app that allows customers to submit their bills online. Taking process automation one step further, the insurer also developed a new health care benefit system that went live in May of 2014 and helps to raise the level of process automation even further. “The billing app and the new health care benefit system have triggered a quantum leap in our automation rate.” 15

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