Insurers should use technology to enhance customer relationships

Insurers should use technology to enhance customer

The Art of Conversation is a report which explores how technology is fundamentally changing the insurance market and suggests ways in which insurers can have a more effective relationship with their customers.

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General Insurance Digital Director

KPMG in the UK

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The Art of Conversation PDF Cover

Technology is fundamentally changing the insurance market. One of its by-products – greatly increased customer data – provides a way of improving and developing relationships with those customers, but only if it’s used properly.

Customers are becoming more demanding at every touchpoint. The “Art of Conversation” outlines to insurers how to have a more effective relationship with their customers and match them to the right products.  

Key highlights

  • Price comparison sites have fuelled competition in the insurance marketplace, customers are more empowered than ever before
  • Claims processes are being improved by the use of telematics
  • Telematics is driving change in the marketplace, lowering premiums and improving insurers’ knowledge of driving habits
  • The Internet of Things and smart meters are improving information available to customers and insurers as well as helping to reduce damage. 

This article represents the views of the author only, and does not necessarily represent the views or professional advice of KPMG in the UK.

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