Insurers’ Digital Timeline Speeds Up With Pressure From Big Tech

Nearly a third of consumers would be open to purchasing insurance from big tech firms such as Amazon and Apple, according to the new World Insurance Report 2018 from Capgemini in collaboration with Efma. This is a sharp increase compared to the last three years, up 69% since 2015. According to Seth Rachlin, EVP and P&C insurance lead at Capgemini, this rate of change highlights the continuing divide in expectations around customer experience between the younger, tech-savvy generation and the rest of the population. While there is good news in the sense that overall policyholder satisfaction is a bit better than last year, he explains, a divide persists.