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The Biggest Insurance Payouts in History

When the unforeseen strikes, insurance practices everywhere are left holding their breath as they lie in wait for the dreaded number – the damage loss estimates – to come in. These numbers are astronomical, to say the least. Almost 70% of all business financial losses arise from only ten circumstances – just ten! with the single largest identified cause being losses resulting from fires followed by aviation crashes and human-related errors.

Last year saw several natural catastrophes that triggered high insured loss amounts, including the California wildfires, and tropical cyclones that passed through Japan, the Philippines, the US and China. Now, insurers around the World are growing increasingly anxious, given the alarming frequency of occurrences in the past decade alone. The economic costs of last year’s 394 natural catastrophe events came up to $225B with insurance covering $90B of the overall total, creating the fourth costliest year on record of insured losses!

Munich Re NatCatSERVICE

Regrettably, when the unforeseen strikes there is a severe loss to both life and property – and hence the substantial loss claims they create. While these figures are in no doubt staggering, they are merely to illustrate the incredible gap between those described above and the largest insurance payouts ever recorded. Here are the top five payouts, in order of value.

  1. The Tohoku Earthquake & Tsunami of 2011
    In March of 2011, at closer to three following noon, a 9.1 magnitude earthquake struck off-the coast of Japan. Within the next 30 minutes, while the aftermath of destruction was still being felt, 133 ft. waves rocketed into the sky from the ocean and travelled 10km inland, taking the lives of over fifteen thousand people. While the damages, for the earthquake alone, were estimated over $210B, only $35B was insured and ultimately paid out. The total combined payouts could be much higher.
  1. 9/11 Tragedy
    One of the most infamous and tragic terrorist attacks on a nation’s sovereign soil that will forever be entrenched in mankind’s memory. Soon after, ‘terrorism risk insurance’ became incredibly risky to cover for insurers. Congress reacted by passing the Terrorism Risk Insurance Act in 2002, which provided an assurance of government support after a catastrophic attack. The tragedy caused far-reaching damages that were difficult to estimate, triggering insurance payouts as much as $40B.
  1. Lehman Brothers Collapse
    At one point, the fourth largest investment bank in the U.S, the 158-year-old firm declared bankruptcy in 2008 after their involvement in shorting subprime mortgage loans through mortgage-backed securities sold in the secondary market from where the risk spread everywhere else. They filed for Chapter 11 protection after an exodus of most of its clients, and the devaluation of its assets by credit rating agencies. The insurance payouts to creditors, taxpayers and private investors totalled over $100B.
  1. The Three Hurricanes of 2005
    Three fierce, category-5 hurricanes: Katrina, Rita, and Wilma – hit the U.S., along with 28 other storms in 2005 causing massive damage across the lower half of the country. The storms moving at speeds exceeding 205km/hr caused damages to the tune of $169B. The insurance payouts for Hurricane Katrina alone totalled $45B. It is still one of the costliest natural disasters ever recorded in American history, with a total insurance payout of around $130B.
  1. The Financial crisis of 2008
    The global recession of 2008, that spread worldwide from the epicentre of the financial collapse in Wall St. triggered the greatest losses to both companies, individuals and families ever seen in the last hundred years. There is said to be a direct line between the actions of Lehman Brothers in the subprime mortgage crisis to the financial bedlam that endured worldwide, soon after. The payouts incurred by American insurers during that time, although a financially guarded secret, is believed to be as much as $21T – yes that’s T as in, a whopping ‘Twenty-One Trillion Dollars!’

Alliance Global Corporate & Specialty Report 2019

While $89B of the overall insured total of $90B was borne from weather-related disasters, insurers are actively monitoring climate change reports to take in a bigger view of the changes the planet is undergoing – following two back-to-back years of mega catastrophe-event losses.

The ‘Insurance Protection Gap’ or uninsured losses (the lower this value, the better), is a global problem that affects emerging nations and developed countries alike. Properties and economies with high insurance penetration recover much more quickly after a natural disaster than economies that rely on governments for their recovery.

The re/insurance industry continues to withstand the payouts backed up with $595B of capital. However, their focus will be on managing the cost of climate change and weather events by helping to further reduce the current protection gap of 60%.

References & Further Reading
https://www.agcs.allianz.com/news-and-insights/news/global-claims-review-2018.html

https://www.munichre.com/en/media-relations/publications/press-releases/2019/2019-01-08-press-release/index.html

https://www.insurancejournal.com/news/international/2019/01/22/515420.htm

https://www.mckinsey.com/industries/financial-services/our-insights/claims-in-the-digital-age

https://www.agcs.allianz.com/content/dam/onemarketing/agcs/agcs/reports/AGCS-Global-Claims-Review-2018.pdf

https://www.insurancejournal.com/news/international/2018/01/17/477266.htm

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The Human Touch in a Digital World: Why Personalization is Key to a Winning CX Strategy in the US

Welcome to a world of customer experience evolution where technology and humans sync fluidly, to create harmonized personalized interactions. In the throbbing epicenter of the US innovation realm, the quest for customized experiences is the pivotally driving force. Come along on the expedition through CX, as we unveil the mystery of how we can make the connection between the digital era and hearts and minds. The United States is recognized as one of the most dynamic markets in the world. Thus, this is an opportunity for businesses to decipher what consumers are looking for and how they can use personalization to gain a competitive advantage in a highly competitive space.

The Evolution of Customer Expectations

customer experience

As technology continues to advance at a rapid pace, customer expectations are evolving accordingly. According to a recent report by Epsilon, 80% of US consumers are more likely to make a purchase when brands offer personalized experiences. This indicates a clear shift in consumer behavior towards expecting tailored interactions that cater to their individual needs and preferences.

Strategizing Amid Digital Evolution

While digitalization revolutionizes business operations and customer interactions, it also poses a nuanced challenge. Companies leveraging automation and AI must balance efficiency gains with maintaining the human touch crucial for meaningful customer connections.

  • Loss of Human Touch: The reliance on automation and AI may lead to a depersonalized customer experience, where interactions feel scripted and devoid of genuine empathy.
  • Customer Disconnect: In the pursuit of efficiency, businesses may inadvertently overlook the individual needs and preferences of their customers, resulting in a disconnect between the brand and its audience.
  • Risk of Alienation: Failing to strike the right balance between technology and humanity can alienate customers, leading to decreased loyalty and trust in the brand.

Balancing technological innovation with a human-centric approach is essential to avoid alienating customers in this rapidly evolving digital landscape.

Understanding the US Market Dynamics

The US market is known for its diversity, both in terms of demographics and consumer preferences. What resonates with one segment of the population may not necessarily appeal to another. Therefore, a one-size-fits-all approach to CX is no longer viable. According to research by Forrester, 77% of US consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. Businesses operating in the US must adopt a nuanced understanding of their target audience and tailor their CX strategies accordingly to foster genuine connections.

The Power of Personalization

Personalization empowers businesses to cut through the noise of mass marketing and deliver relevant, timely experiences that resonate with individual customers. By leveraging data analytics and AI technologies, companies can gain deeper insights into customer behavior and preferences, allowing them to anticipate needs and personalize interactions at every touchpoint. According to a survey conducted by Accenture, 91% of US consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations.

Companies like Netflix and Amazon are way ahead when it comes to offering personalized cx to their consumers. They are constantly capturing the user behavior to understand their customer’s intent and interests and recommending the products based on the data. To meet today’s customer expectations, insurance, and healthcare firms are also leaving no stone unturned. 

  • We worked with an insurance arm of India’s largest public sector bank- SBI General Insurance to harness the power of personalization, tailoring every interaction to the unique needs and preferences of each individual customer. 
  • We partnered with Manipal Hospitals to create a personalized experience not just for the patients but also for clinic staff and doctors by developing a comprehensive suite of hospital management systems. 

Building Trust and Loyalty

In an era plagued by data privacy concerns and information overload, earning and maintaining customer trust is paramount. Personalized experiences demonstrate that businesses value their customers as individuals rather than mere transactions. This, in turn, fosters loyalty and encourages repeat business, driving long-term success and sustainable growth. According to Salesforce, 52% of US consumers are likely to switch brands if a company doesn’t personalize communications to them. (Click here to explore this blog and delve deeper into how CX innovation fosters trust and cultivates loyalty.)

Overcoming Challenges

Navigating the path to personalized customer experiences is fraught with challenges, but with proactive strategies and innovative approaches, businesses can overcome these hurdles. Here are some key tactics to surmount the obstacles:

  • Data Governance and Compliance: Implement robust data governance frameworks to ensure compliance with evolving privacy regulations such as GDPR and CCPA.
  • Integration of Technology: Invest in integrated platforms and tools that enable seamless collection, analysis, and utilization of customer data across various touchpoints.
  • Customer Consent and Transparency: Prioritize transparency and seek explicit consent from customers regarding data usage, fostering trust and accountability.
  • Dynamic Personalization Models: Develop agile personalization models that adapt to evolving customer preferences and behaviors in real-time.
  • Employee Training and Empowerment: Provide comprehensive training programs to equip employees with the skills and knowledge necessary to deliver personalized experiences effectively.

By addressing these challenges head-on and embracing a culture of innovation and adaptability, businesses can unlock the full potential of personalized CX and differentiate themselves in a competitive market landscape.

Conclusion

In conclusion, the human touch remains indispensable in a digital world, especially when it comes to CX in the US. By prioritizing personalization and striking the right balance between digital innovation and human connection, businesses can differentiate themselves in a competitive landscape, build lasting relationships with customers, and drive sustainable growth in the long run. Embracing the power of personalization isn’t just a strategy; it’s a commitment to putting customers at the heart of everything you do. 

Ready to enhance your CX strategy? Contact us now to explore innovative solutions tailored to your business needs.

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