«A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves.» — Lao Tzu
«The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant.» — Max DePree
In order to find the answer to that question I would approach it from the other side: where does this baneful backlog come from? Let’s take a look at the majority of the insurance boards. What do we see? The boards are predominantly comprised by accountants, actuaries, prominent risk managers, brilliants regulatory experts etc. Their expertise is extensive and they all have been very necessary to date. But magic doesn’t happen anyway. The major reason is rooted in being dramatically underweight on tech experience.
It’s true that insurance and its players have had a lot of bad press, well-deserved in many cases. That state of affairs requires insurers to reinvent their brands and as the result redefine the role of the insurance in the society. I belong to the camp that insurance is one of the societal bedrocks. However, those who do realize the necessity of transformation stumble over the legacy challenges. And then comes the understanding, that it is time to take things in their hands and enter the world of insurtech.
To my mind, leadership is all about passion, leap of faith and openness to change. The acceptance and genuine interest towards the tech trends simply defines your whereabouts on the market. Blockchain, AI, chatbots are mistakenly taken for passing fads. But as long as they are implemented, they appear to be the triggers for the modern society: if you are in good terms with these — you're OK, and have a change to have it all. Internet of Things spawned Insurance of Things which clearly defines the future directions of the sphere.
The central focus of competition is being shifted from generalized stance to highly personalized, custom-designed services which will create value. Personalized service is a driving force in pricing and policy development. The new insurance ecosystem of service providers must be built on partnerships in order to offer new service-based value. Multitude of systems and technologies must work together seamlessly.
So, let’s get back to the question: What does it take to be a leader in insurance today? I have my personal view on this, and it breaks down into several key points:
- Create for the consumer, not the industry: archaic legacy systems, paper-driven processes and lack of digital advancement — forget it. Today consumers have different wants, needs and goals.
- Create services, not product: millenials are about consumer-centric approach with easy tech-based solutions (and keep in mind that millennials influence the older generations). What you need is the right technology in place and willingness to accept and adopt new practices.
- Create partnerships: insurance industry leaders have strong partnerships with the tech corporations. Innovation makes industry responsive to customer demands and helps them deliver creative ideas more swiftly.
- Simplify customer’s life: provide your audience with the tools to access the insurance industry with the same lightness and simplicity as everything else. Love your customers, be interested in them, learn them and give them what they need.
Insurance leader of today is on the move, keeps his eyes wide open and sees its project through the eyes of the customer. If the business is transparent, fair and credible, it will definitely stand out and hold a special place. We strive to become leaders and be at the forefront of the industry. In order to achieve this we bring our unique tech to the market.