Insurance

by Michael Fitzgerald, April 19, 2017
Case Studies
Global, North America

Abstract

Truly disruptive insurance innovations are rare. Slice Labs provides a valuable benchmark against which insurers, insurance technology providers, and insurtech firms can measure their innovation efforts.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

by Luis Chipana, April 17, 2017
Industry Trends
Global, Asia-Pacific, EMEA, Latin America, North America

Abstract

Today, the insurance industry is going through many changes that will define the next generations of insurers.

Celent has released a new report titled The Online Consumer: Reading the Insurance Customer’s mind. The report was written by Luis Chipana, an Analyst with Celent’s Insurance practice.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

Introduction

2

 

Key Research Questions

2

The Profile of the Online Consumer

4

To Share or Not to Share: Is That the Dilemma?

7

 

Wearables

7

 

Social Media, Mobile Apps, and Data Sharing

9

The Consumer-Insurer Relationship

11

 

Selling Insurance in Social Media

12

 

Being in Touch with Online Consumers

13

Profiling the Online Insurance Consumer

15

Final Thoughts

16

Leveraging Celent’s Expertise

17

 

Support for Financial Institutions

17

 

Support for Vendors

17

Related Celent Research

18

Celent Webinar | Meeting European Consumer Digital Expectations: Considerations for Insurers

:
: May 9, 2017
: 7:30 a.m. San Francisco | 10:30 a.m. New York | 3:30 p.m. London
: Nicolas Michellod, Insurance
Global
Insurance
REPORT PREVIOUSLY PUBLISHED BY OLIVER WYMAN
April 14, 2017
Regulation
Global, EMEA, Latin America, North America

Abstract

The key objective to Business Continuity Management (BCM) is to ensure continuation of critical functions in the event of a crisis, such that institutions can dynamically adapt to the evolving risks.

This perspective discusses shortcomings in the traditional BCM methods, urging institutions to comprehensively reassess their business plans in light of more frequent and severe crises. Placing the focus on building robust, globally focused plans, institutions will be more prepared to mitigate common crisis repercussions and survive the unpredictable continuity events.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Introduction

3

Traditional Perspectives

3

Shortcomings in Traditional BCM Methods

4

Questions to Consider

6

Conclusion

7

by Karen Monks,  Colleen Risk, April 11, 2017
Global, Asia-Pacific, EMEA, Latin America, North America

Abstract

Celent has released a new report titled Standing Out in a Bland World: Global Life Insurance Customer Service Strategies. The report was written by Karen Monks and Colleen Risk, both Analysts with Celent’s Insurance practice.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

Introduction

3

 

Methodology

4

 

Respondent Demographics

4

Customer Service Strategy

6

 

Delivering Service

7

 

Customer Service Technology Tools

10

 

Satisfaction with Customer Service Technology

11

Investments in Customer Service IT

13

 

Impact of Customer Service on IT Investment

13

 

Customer Service Technology Management

15

 

Future Investments

16

Final Thoughts and Celent Recommendations

18

Leveraging Celent’s Expertise

20

 

Support for Financial Institutions

20

 

Support for Vendors

20

Related Celent Research

21

REPORT PREVIOUSLY PUBLISHED BY OLIVER WYMAN
April 11, 2017
Industry Trends
Global, EMEA, Latin America, North America

Abstract

The events of 2016 raise the serious possibility that populism and nationalism will play much larger roles in advanced economies in the next several decades than in the last several. This is far from certain, given the deep divisions within the public in the US and Europe, but the potential must be taken seriously.

This report highlights some key assumptions of recent decades that may be reversed if we have entered a populist era and identifies over 30 specific implications for financial institutions.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Guidewire Connections 2017

: Las Vegas, NV
: November 13, 2017
: Juan Mazzini, Insurance
Global
Insurance

This is the conference for people who use Guidewire applications, the Guidewire platform, and Guidewire collaboration tools to help inspire their teams to do new and amazing things to bring success to their organizations.

More than a third of people who come to Connections are from claims, billing and policy/underwriting departments.

2017 LIMRA-LOMA Latin American Conference

: Santiago, Chile
: September 10, 2017
: Juan Mazzini, Insurance
Latin America, North America
Insurance

LIMRA LOMA Annual Latin American Conference discussing about the Challenges in the Marketing and Distribution of Life Insurance and Pension Plans

MoneyConf2017

: Madrid, Spain
: June 6, 2017
: Michael Fitzgerald, Innovation and Emerging Technologies, Insurance
Global, EMEA

MoneyConf is an invite-only event focused on fintech and the revolution in money, payments and finance.

Webinar: Omni-channel: The Last Frontier for Differentiating in the Insurance Market

:
: April 27, 2017
: 12pm EST
: Donald Light, Digital, Innovation and Emerging Technologies, Insurance
Global

NIIT Technologies is hosting a webinar on Omni-channel solutions for the insurance industry. Donald Light, from Celent, headlines the discussion about the latest trends in Omni-channel activities in the industry and the value propositions to assist carriers in becoming more customer-centric. Learn how to easily implement an Omni-channel solution without retooling your core systems that manage customer data.

Sign in to download reports and access personalized information