Why insurers must move to a more proactive, customer-centric operating model to protect their policyholders and their own businesses in a post-COVID-19 reality

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      <subfield code="a">Why insurers must move to a more proactive, customer-centric operating model to protect their policyholders  and their own businesses  in a post-COVID-19 reality</subfield>
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      <subfield code="a">The insurance industry is entering a new era. The combination of an evergrowing global population and ever-advancing technological change is causing sudden shifts in the social fabric. Climate change, cybercrime and new diseases pose new threats to homes, businesses and healthcare systems, while new technologies such as self-driving cars are set to change the traditional risk we face. Insurance firms are waking up to deficiencies in their existing risk and operating models, which are drifting out of alignment with customer needs. In this paper, we set out a vision for how insurers can evolve rapidly. In particular, we look at how insurers can harness artificial intelligence (AI) and advanced analytics to be more proactive in helping customers reduce their exposure to risks, pre-empt and prevent losses, and reduce the need for claims. We also describe how these advances would change the profile of insurers to a more resilient operating model. While COVID-19 has shown that unprecedented risks can completely disrupt operational realities for all industries, businesses and workforces, integrating customer insight and artificial intelligence can benefit insurance providers and their customers through improved and insightful interaction.</subfield>
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