Digitisation and relationship-building are central themes in enhancing customer experience within the insurance industry. These topics will be explored by a panel of speakers at the Australian Insurance Law Association (AILA) National Conference 2024.
Nicola Mason, national general lines claims leader at Willis Towers Watson (WTW), will emphasise the significance of communication at the Gold Coast conference, scheduled from Sept. 11-13.
Mason said she will advocate for greater efforts by the industry to share positive news stories to improve its public image.
“It’s not the media’s fault; the industry must put its hand up and call out what’s good. Fewer than 5% of claims go wrong, but they’re the ones you hear about,” she said.
Mason will also advocate for greater digital technology adoption, pointing out the complexity of insurance as a barrier to customer understanding.
“People regard insurance as a necessary evil. They don’t understand insurance or how underwriters, brokers, loss adjusters, and lawyers all pull together to make it happen,” she said. “Insurance is technical, but people don’t have the time or the energy to read a full product disclosure statement (PDS). However, I saw an interactive PDS online that was clever and impressive. That could be the way of the future.”
She also highlighted the challenge of attracting talent to the industry due to its reputation, despite the potential for a stable career.
Pete Diskin, chief client officer and deputy CEO at Gallagher Bassett (GB), will discuss the company’s adoption of digital technology and artificial intelligence (AI) to strengthen customer relationships.
He will explain how GB tailors its services to various client needs, offering different levels of service from platinum to bronze. For example, the brokerage giant uses customer relationship management tools to meet client expectations.
“That enables us to provide regular insights on claims costs and emerging risks so clients can make informed decisions,” he said.
The platform aims to address changing customer expectations with features such as:
“Digitisation will simplify and grow the way insurance products are purchased and improve claims response times aimed at building futures and protecting what matters,” Campbell said.
Campbell will discuss Suncorp’s customer advocate, which ensures fairness and integrity in customer processes, decisions, and practices. This role includes reviewing individual customer complaints in complex or sensitive situations.
“The customer advocate remains focused on advocating for customers when things go wrong and enabling our people to be the voice of our customers,” he said.
The 2024 AILA conference at the Gold Coast Convention and Exhibition Centre in Broadbeach will feature diverse speakers addressing future trends in the insurance market.
Some of the speakers include:
AILA National President Melanie Quixley said the conference theme, “Sunny Side Up,” will explore how the insurance industry can positively impact communities, climate, and living standards.
