Think Big, Act Small

The momentum behind the integration of communication and information is unstoppable. The profound explosion in the use of mobile communication is forever changing the way people interact in both personal and business relationships. Insurers and agents are being challenged to meet customer expectations that are largely being set outside the insurance industry. As communications and information technologies continue to explode, consumers will expect offers and service on their terms.

Re-think, Re-energize, Re-tool

The importance of being equipped to manage and navigate expanding distribution channels increases daily. Channels need to be exceptionally fluid. The bottom line? Insurers must be able to provide communications any way a customer wants to receive them. Unfortunately, customers’ preferences don’t always align with how insurers would like to deliver them. Providing a quote via a website works for some customers, but it doesn’t work for all. While mobile apps are gaining traction daily, they are not the answer for everyone. The fact is that it is no longer a one-size-fits-all market.

It’s time to re-think, re-energize, and re-tool distribution capabilities. Insurers must have middle- and back-office systems that are ready to send and receive any type of data, whether structured or unstructured, via any device, method, or platform. Sales and servicing capabilities must be able to manage all interactions with customers and prospects, claimants, agents/brokers, and third parties. Now is the right time to think big and think broad—to create the architecture that will deliver the flexibility—and then to start small, with one project, one device, one method at a time.