Our thoughts

Elsewhere we write about gamification (using game design techniques to obtain and maintain customer engagement). The proposition offered by Vitality Life and Vitality Health in the UK is owned by South Africa’s Discovery Life. Recently rebranded from PruProtect and PruHealth, these firms replicate their parent company’s innovative approach to product design and customer engagement whilst also collecting a lot of useful data about customers. Vitality market individual life, critical illness, disability income and health insurance products. Critical illness has been a feature of many markets worldwide, and the well established principle is the payment of a lump sum on diagnosis…

Consumers are becoming increasingly knowledgeable and engaged with technology. They are becoming more and more comfortable with researching and purchasing on-line. Just as retailers are working hard to make their technological interaction with customers more productive, insurers should do the same. Gamification is the use of game elements and design techniques for non-game-type problems. The theory goes that by using elements used in designing games, activities that might normally be dull and unexciting can be brought to life and become more engaging. It has become increasingly common in consumer culture and is used in many industries to increase customer engagement…

Game-changer? The term is often bandied about but almost as often reality fails to match expectation. But this time the game could be about to change – read on. Modern consumers looking to buy insurance are sure to check out the Internet. A good place to start might be a comparison site where one can get quotes from multiple insurers and then buy on line. The process for, say, motor insurance can take less than 15 minutes – although one might want to spend a bit longer reviewing the options and confirming one’s choice. However, if the modern consumer then…

‘Big data’ is still a buzzword but if data isn’t on your radar it ought to be. In our digital world, data is key to running a successful business, especially if you deal with individual consumers. Indeed, some firms make data their business, acquiring it, analyzing it, interpreting it and selling it to your business – and maybe helping you apply it to what you do. Twitter’s core activity is generating and selling useful data. It just happens that people use it to communicate using 140 characters or less. Google is an excellent search engine but also it knows a…

A session on claims at the Canadian Reinsurance Conference held in Toronto earlier this year was a neat reminder of the technology gap between underwriting and claims. Increasingly underwriting is underpinned by technology. E-apps and underwriting engines combine a speedy, efficient process with the generation of valuable management information. Claims, on the other hand, still involve a lot of paper and relatively little support by systems. David Nicolai of Fineos reported research showing that most carriers do not have integrated solutions that support the whole of the claim process. What systems there are tend to facilitate only part of the…

Earlier this year a major UK tour operator was ‘forcibly’ repatriating customers who had been enjoying a vacation in Kenya and cancelling all scheduled vacations to the area until 31 October. This was in response to a ‘travel advisory’ from the UK government’s Foreign and Commonwealth Office relating to a high threat of terrorist action by the Muslim extremist group Al-Shabaab. There is maybe a question mark over whether the company should have given is customers the option of staying until their original date of return, but one can understand that such terrorism alerts do land a tour operator in…

We underwriters tend not to look back too much at how the outlook for the various medical conditions we deal with has changed over the years.

There is sustained interest in underwriting engines, and rightly so because they are in many ways the future of underwriting. Not entirely, for there are and will continue to be risks and situations that engines cannot handle, but automation is the way the game is headed, not just in the UK, Australia, New Zealand, South Africa and increasingly North America but in parts of South-East Asia too. Continental Europe remains a bit of a curiosity in that deployment of engines has been a bit patchy, certainly for life insurance, although much health insurance business is auto-underwritten in Germany. Even in…

These days, admitting you’re a smoker is like it would have been declaring you’re gay 15 years ago. People almost recoil, wonder how you could do that and say to their friends that they always had their suspicions anyway. However, now a smoker can become less of a pariah by switching to electronic (e-) cigarettes – demonstrating that almost everything is ‘e’ these days (or maybe ‘i’ if you are of the Apple persuasion). Apparently these may also be referred to as ‘electronic vaping devices’, ‘personal vaporizers’ (PVs), or ‘electronic nicotine delivery systems’ (ENDS). We’ll just refer to them as…

The publication of the fifth version of the Diagnostic and Statistical Manual of Mental Disorders – usually referred to simply as ‘the DSM’ – is due round about the time you receive this edition of Underwriter e-Alert. (We’re naturally pleased but it may be only coincidence at work.) This mighty reference work from the American Psychiatric Association is not just the ‘bible’ by which psychiatric conditions are classified and diagnosed; the DSM is used the world over by researchers, drug regulation agencies, pharmaceutical companies, and policy makers – and by insurance companies, especially health insurers. Compared with DSM-IV, edition V…