Insurance industry is undergoing disruption and COVID19 is accelerating its digital transformation at an unprecedented pace. I am an accomplished insurance professional and a forerunner of insurance market creation through digital innovation. These are 4Ws and 1H of my work:
Created commercially viable and scalable digital insurance/ InsurTech/ inclusive insurance/ microinsurance business models enrolling several million customers over 90% have no prior insurance experience.
Insurance industry is over 250 years old yet penetration in most countries remains under 5%. The very nature of products and delivery models attracts a niche; I am part of the small fraternity leading the charge and redefining insurance to reach scales.
I view billions of un-insured and under-insured individuals and businesses as my target market. Typically, I focus on middle 70% of a market who are ‘‘too poor’’ to afford niche insurance and ‘‘too rich’’ to be served by donor-funded micro-insurance.
As part of an international business, I have executive oversight across four continents but more hands on in Southeast Asia, Subcontinent, Middle East, East, West and South Africa. In Pakistan, I have launched a start-up operation and grown it to become leading provider of digital & micro insurance and the only entity among 70+ to have B2B partnerships with all telecom/ mobile network operators (MNO) in the country.
Market creating digital insurance is not a subset of traditional insurance and requires turnaround strategies and innovation in products, processes, distribution, engagement and claims. For example:
Highly simplified and explainable to first-time buyers in 5 minutes or so using plain local language.
Enrollment, premium payment, customer engagement and servicing and claims – intimation, processing & payment – all through digital processes.
I establish B2B2C partnerships with large brands to deliver insurance to end-users. Distribution via light touch channels like Call Centre, Robo-Calls, IVR, SMS, USSD, Mobile Apps, Online Platforms, Embedding and Bundling.
Digital channels to engage with customers with policy updates and service requests. I am one of the pioneers of using WhatsApp for claims and currently end-to-end process is digital including claim payment to digital wallets via mobile money.