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Published in:
2018 | OriginalPaper | Chapter
34. The Digital Insurance – Facing Customer Expectation in a Rapidly Changing World
Authors : Michael Cebulsky, Jörg Günther, Peter Heidkamp, Falko Brinkmann
Published in: Digital Marketplaces Unleashed
Publisher: Springer Berlin Heidelberg
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Abstract
Internal and external factors are driving change in the insurance market – at a pace not yet seen before. The
focus of the insurance industry has shifted from managing the insurance sector itself to managing an agile cross‐linked
environment. Insurers are now part of a complex ecosystem consisting of companies from various industries that either
are or want to be part of the end‐to‐end customer journey. Furthermore, customer demands like ‘mobility’ require
a joined customer journey of traditional insurers, FinTechs and technology manufacturers. This article provides an
in‐depth insight into both the customer journey and ecosystem of insurers. It identifies common trends that require
a fundamental realignment of the corporate culture and gives various examples of insurance companies that go new
ways. By suggesting a 10‐point roadmap, it proposes a guideline of how insurance companies can respond to the challenges
of digitalization and what actions they should take to do so.