A Roadmap to the future of insurance : program and affinity business

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<title>Roadmap to the future of insurance</title>
<subTitle>: program and affinity business</subTitle>
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<namePart>Westlake, Glenn</namePart>
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<namePart>Dieleman, Ann </namePart>
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<dateIssued>2020</dateIssued>
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<abstract displayLabel="Summary">Evolution of digital technologies continues to reshape our lives, changing people's behavior and expectations and demanding a connected, multi-channel customer experience that provides convenience, accessibility and value. Today's customers are increasingly digitally adept, with higher expectations, different needs and a demand for better experiences that are not met with the traditional insurance approach, creating a fault line between customers' expectations and insurers' ability to deliver. As Millennials and Gen Z rapidly emerge as dominant buyers, capturing them as customers will be challenging at best if insurers continue traditional approaches. Why? This new generation views and values things much differently. They are not satisfied with traditional insurance processes, products and business models. They have grown up in a digital world, expect digital capabilities and expect products and services to be available whenever and wherever they want them. Insurance distribution can no longer be limited to traditional ways. It must evolve to new digital models and partnerships that offer or embed insurance offerings within another engagement and purchase journey. Affinity and program business models, while experiencing strong growth over the past few years, will need to adapt and expand their view of partnerships.</abstract>
<note type="statement of responsibility">Denise Garth, Ann Dieleman, Glenn Westlake</note>
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