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How Technology is Transforming Insurance Distribution Channels

4 minutes, 31 seconds read

‘Insuring’ has always been a mundane and complicated subject for businesses. Distribution channels allow customers to access and purchase products efficiently. According to JM Financial, online insurance sales for new business are fast catching up and are likely to grow at a CAGR of 13 percent to become a $37 billion break by 2025.

Each distribution channel requires different resources to be effective and impact the pricing structure. The type of insurance business model determines its structure, strategy and placement in the market.

Take, for instance, India. The market size of the online insurance business in India is currently $15 billion, but the overall insurance penetration rate is just 3.7% (Statista, 2018). 

The regions where insurance penetration is low poses an immense potential for the digital premium market. Insurers can leverage the following distribution channels to undermine the profound potential.

1. Self-directed or Direct Distribution Channel

Through Self-directed or direct distribution channels, insurers can reach out to the customers without shelling out commission for any middle man. With an increase in the population of tech-savvy customers, the ready availability or online channel of advice or transaction capabilities is the need of the hour. 

Online channels, websites, social media platforms, e-commerce and kiosks are some examples of the direct distribution channels in insurance. The 2017 Global Distribution and Marketing Consumer Study reveals that nearly 51% of digitally active groups of consumers (39% of all Insurance consumers) have purchased insurance through an online channel. The direct insurance distribution channel encourages self-service and independent decision making.

NLP-powered chatbots are a great way to provide a self-service portal for buying/renewing insurance policies. Leading Insurers like Religare are leveraging the direct distribution channel by integrating chatbots in different platforms like their website, mobile app, and even on third-party apps like WhatsApp.

2. Assisted Distribution

Agents and brokers are typically the key players in the insurance distribution channel, with market shares of 42% and 25% respectively. The old school face-to-face distribution channel is very much alive and is integrated with tech assisted models to ensure more leads and conversions. They mainly play a part in advising and managing complex insurance products.

agent's share in assisted insurance distribution channel

Agents, insurance brokers and reinsurance brokers remain the most recognized insurance purchase channel. The Gartner Group reports that 60% of the US GDP is sold through assisted or indirect channels. Cognitive technology is becoming a key enabler to strengthen the assisted distribution channel. PwC suggests leveraging analytics solutions (mainly predictive analytics and behavioral analytics) to increase sellers’ knowledge as well as skills.

[Related: How behavioral psychology is fixing modern insurance claims]

The technologies that are empowering learning for Insurers include augmented reality, machine learning, data analysis and NLP.

upcoming technologies in assisted distribution channel

For example, Zelros, a European AI startup, is augmenting the knowledge of sales and customer representatives through best product recommendations, advisory, and pricing based on the customer profile in real-time.

3. Affinity-based Insurance Distribution Channels

The affinity channel focuses on distributing products to a tightly-connected group of consumers with similar interests. Traditionally, the affinity-based distribution channel involved peer-to-peer networks, brokers and aggregators. While the network model remains the same, the model has become digital and tech-driven for affinity channels. And technology is playing a vital role in expanding the consumer base. The key benefits of the affinity distribution channel are-

  • Common platform for all stakeholders.
  • One-stop access to policies and claims.
  • Centralized database for insightful analysis.
API-based Insurance Model Affinity Distribution Channel

This distribution channel is also a part of B2B2C or API-based insurance business models. Here, Insurers can leverage 3rd party apps to distribute their policies. APIs or Application Programming Interfaces are lightweight programs to extend the functionality of existing apps. Travel, airbus, hotel, bank and retail are some examples of affinity-based distribution channels.

Finaccord estimates that airline companies hold a distribution share of up to 10% of the travel insurance market. The annual revenue from airline and travel insurance providers partnership may range from $1.2 billion to 1.5 billion in premiums.

[Related: 4 New Consumer-centric Business Models in Insurance, How InsurTech-Insurance Partnership Delivers New Product Innovations]

The majority of travel insurance policy sales across the globe are done through some kind of affinity partner instead of via a direct sales channel.

Jeff Rutledge, President & CEO, AIG Travel
Source: Insurance Business UK

The Bottom Line

In the countries where buying an Insurance is not mandatory, market penetration is extremely low for Insurers. Being meticulous in sales and marketing efforts and educating customers about the benefits of insurance is just not sufficient. Convenience is the key to new generation consumers. Therefore, insurers need to invest in technology and make insurance policies accessible to the new-age digital consumers through the channel of their choice. 

Michael D. Hutt and Thomas W. Speh, in their book – Business Marketing Management: B2B, suggest a six-step process to select among the most efficient insurance distribution channels-

  1. Determine the target customers.
  2. Identify and prioritize customer channel requirements by segment.
  3. Access the business’s capabilities to meet those customer requirements.
  4. Use the channel offering as a yardstick against those offered by competitors.
  5. Create a channel solution for customers’ needs.
  6. Evaluate and select the most effective among the distribution channels.

We’ve developed insurance chatbots for organizations like Religare to automate policy distribution and renewal. For your business-specific requirement, please feel free to reach us at hello@mantralabsglobal.com.

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The Essence of User-Centered Design: A Dive into Fundamental Principles

In a digital world where user experience reigns supreme, crafting designs that resonate has become a mission. Enter User-Centered Design (UCD), a philosophy placing users at the core of the creative process. In this exploration, we’ll delve into the fundamental principles of User-Centered Design and understand why they are the keystones of successful interfaces.

User-Centered Design

Introduction:

Imagine navigating a website seamlessly, effortlessly finding what you need. That experience is no accident but the result of intentional design. User-centered design (UCD) is the compass guiding designers toward creating interfaces that users not only navigate but embrace.

1. Empathy is Key:

  • Incorporate for a better approach: Start by stepping into the shoes of your users. What are their pain points? What delights them? By empathizing, designers gain insights that drive user-focused design decisions.

2. User Involvement Throughout the Design Process:

  • Real-life example or statistic: Apple’s iterative design process involves user testing at every stage. This constant involvement ensures that their products align precisely with user needs.

3. Holistic Approach to Design:

  • Visual content: Picture your design not as isolated screens but as a cohesive journey. Use diagrams to illustrate how each component fits into the larger user experience ecosystem.

4. Usability is Non-Negotiable:

  • Case studies or examples: Consider the success of Google’s homepage. Its simplicity and efficiency showcase the power of a user-centered approach, emphasizing usability.

5. Accessibility for All:

  • End with a clear call-to-action: Make your designs accessible. It’s not just a legal obligation; it’s an ethical imperative. Ensure your interfaces are usable by everyone, regardless of ability.

6. Consistency Across the Interface:

  • Formatting for readability: Consistency is not just a design principle; it’s a readability strategy. Use bullet points for clarity and short paragraphs for easy consumption.

7. Flexibility and Customization:

  • Inclusive language: Users are diverse, so should your designs be. Incorporate flexibility and customization options. This ensures your interface caters to a broad range of preferences.

Why User-Centered Design Matters:

A. Enhanced User Satisfaction:

  • Feedback mechanism: Prioritize user satisfaction. A satisfied user is an engaged user. Welcome reader input and questions to keep the conversation alive.

B. Reduced Learning Curve:

  • Clear call-to-action: Minimize frustration. Make your interfaces intuitive, reducing the learning curve. Invite users to explore with a clear call-to-action.

C. Increased Engagement and Retention:

  • Visual content: Engaging interfaces retain users. Visualize engagement with appealing images or infographics. Showcase how user-centered designs reduce bounce rates.

D. Effective Problem Solving:

  • Tangible proof: Case studies offer tangible proof. Explore how UCD’s iterative process allows for effective problem-solving. Real-world examples bring these concepts to life.

Conclusion:

In the grand tapestry of digital design, User-Centered Design is the thread weaving functionality, aesthetics, and user satisfaction into a seamless whole. By embracing these principles, designers transform mere interfaces into user-centric experiences. So, as you embark on your design journey, remember: User-centered design isn’t just a philosophy; it’s a commitment to excellence. Design with the user in mind, and success will follow.

About the Author: Mehul Chauhan is a seasoned Senior UI/UX Designer at Mantra Labs. With a deep understanding of design principles and a keen eye for detail, he brings creativity and innovation to every project he touches. When he’s not busy perfecting digital interfaces, you can find him seeking inspiration in art galleries or exploring the latest design trends across various industries.

Further Reading: Unveiling the Art of Emotional Design

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