Insurance in a Digital World
What makes Dutch consumers tick? A Deloitte Digital report.
"As in many other industries, digital has changed the rules of the game in the insurance marketplace. Consumer behavior has changed fundamentally with the continued growth of digital channels over traditional intermediaries and banks, increased use of online aggregators and strong growth in sharing consumer experiences through social media. Using digital technologies, insurers have automated many front and back office processes enabling straight through processing, real-time decision making and point of sale customer sales. However, the flipside is that digital has also enabled intensified price competition, reduced customer loyalty and as a result margin erosion. To ensure future growth it is of vital importance that insurers fully understand the digital potential, so they can fully reap the benefits.
So what makes consumers tick when it comes to insurance in a digital and mobile world? Following our digital insurance benchmark (2014) we assessed the willingness of consumers to adopt new digital enabled insurance related services. We commissioned an online survey with over 900 Dutch consumers to assess the willingness to adopt six types of digitally enabled insurance services. Consumers revealed interest in all six categories therefore we are convinced that these types of services can provide the next step in customer interaction an product offerings in the Dutch Insurance market." -Deloitte Digital