The face of insurance is changing as the world becomes more and more digital. We talked to Nadine Tereora of Fidelity Life about what it all means.
How can the insurance market tackle under-insurance?
It comes down to the grassroots level – lifting financial awareness and education about the importance of seeking independent financial advice. People have a ‘she’ll be right’ attitude, which is not always the best approach. We’ve got to break this cycle and lift awareness of why it’s important to have a plan for when things go wrong, so consumers have better outcomes. We are building a strong digital backbone to complement current channels to make sure consumers have access to advice and information when they need it.
How is AI helping customers access insurance solutions?
It’s early days using AI innovations, but we have already seen big changes in behaviour and in how people want to access information. It has increased our need to focus on our digital footprint. Consumers demand real-time advice and information. Services like chat bots, instant responses and online approvals are helpful. But face-to-face advice will always remain important. Our customers value personal service. Technology plays a complementary role to the human relationship and enhances the experience.