Q&A with Jamie Macgregor
Most insurers will service the search part of the value chain pretty well, when consumers are looking for information and advice around products. A few are starting to really push the mobile channel, but generally, that’s quite low.
When you get to the transaction side of things, digital service can change quite dramatically between insurers. Claims processes tend to be serviced pretty well. General policy servicing is OK too. In new business, it depends on which market you’re in. If you’re in the life market, it’s pretty poor from the transaction side of things. In the retail personal lines, it can be pretty good.
It is essential. The consumer part of our research showed that, even though digital expectations are quite high, when it comes to more complex transactions, they expect a high degree of human touch. That makes sense. These are generally infrequent transactions.