New-Age Technology in Traditional Insurance: Artificial Intelligence

In today’s digital era, technology has affected the way we live, learn, play, and conduct business. The insurance industry has been swept up in these changes and is in the midst of a massive digital transformation. In a bid to cater to the evolving demands of consumers, insurers are adopting emerging technologies including Artificial Intelligence (AI), Automation, Big Data Analytics and Block-chain to transform IT systems.

With increased awareness and resources about the game-changing influence of AI in the Insurance industry, the trust in the calibre and numerous opportunities brought forward by AI & ML are being welcomed. Worldwide spending on cognitive and AI systems is expected to increase manifold in the next few years, with total spending predicted to reach $77.6 Billion in 2022 while health insurance alone would create a $7 Trillion market by 2027.

Insurance companies, as on today, face 3 major challenges:

• Reaching out to prospective customers at the right time
• Providing the right set of products that suit customer requirements
• Fastest claim support to loyal customers and rejection of spurious claims

To make the system more refined and efficient, insurers should opt for stable and consistent AI-powered solutions that can penetrate the layers of confusion and propel clear value proposition towards customers.

1. The uninterrupted flow of business information: Insurers and insurance companies are surrounded by piles of data and many other scattered management segments. Leveraging the data processing capability of AI, insurers can operationalise a strategically built sophisticated environment where information concerning the business and customer interactions can flow seamlessly on a common platform.
2. Automated claim support:AI-based chat-bots can be implemented to improve the claim process traditionally managed by multiple employees. Driven by AI, excessive human intervention can be circumvented and can get alerted and reported on the claim, capturing damage, updating the system and communicating with the customer all by itself. Such effortless process will have clients filing their claims without much hassle.
3. Interactive power of Insurance chat-bots: Due to lengthy documents, complex policies and tedious instructions, customers often develop a fear and feel confused and daunted at the idea of settling for an Insurance policy. They need human-like interactions that enable both smooth transaction and solution education. Intelligent chat-bots serve as a virtual assistant and can be integrated with the channel of your choice (Website, Facebook, Slack, Twitter etc.) to guide customers with quotes, policy explanations and purchase of insurance covers.
4. Advanced underwriting: Using AI & ML, insurers can save a lot of time and resources involved in underwriting process and tedious questions and surveys and automate the process. Insurance bots can automatically explore a customer’s general economy and social profile to determine their living patterns, lifestyle, risk factors and financial stability. Since AI is more capable of strict scrutiny of gathered data, it can predict the amount of risk involved, protect companies from frauds and give justified insurance amount to customers.
5. Predictive Analytics for proactive measures: Predictive Analytics backed by Machine Learning is now the heart of intelligent services across many business verticals. Insurers can leverage AI’s unique potential to scour through piles of claim data and coverage patterns to be more proactive and anticipate risks at individual level before they actually transpire.
6. Marketing and relevant products: Insurers need to capitalize on a vital marketing strategy which goes beyond the traditional cold calling approach. Customers today seek sophisticated, luxurious and extremely personalized services with custom sales tactics. Using the combined power of predictive analytics, NLP (Natural Language Programming) and AI in the insurance industry, agents can gain access to the full profile of customers and prospects which can be further analysed to generate mature insight, accurate predictions on customer preferences and what exact products or offers should be added in their marketing activities.

Trends that will drive savings for insurance carriers, brokers and policyholders, plugging into existing transformations within the insurance industry:

1. Behavioural Policy Pricing: Chat-bots and other client-interactive tools will provide personalized data to pricing platforms, allowing safer drivers to pay less for auto insurance (known as usage-based insurance) and people with healthier lifestyles to pay less for health insurance.
2. Customer Experience & Coverage Personalization: AI will enable a seamless automated buying experience, using chat-bots that can pull on customers’ geographic and social data for personalized interactions. Carriers will also allow users to customize coverage for specific items and events (known as on-demand insurance)
3. Faster, Customized Claims Settlement: Online interfaces and virtual claims’ adjusters will make it more efficient to settle and pay claims, while simultaneously decreasing the likelihood of fraud. Customers will also be able to select whose premiums will be used to pay their claims (known as peer-to-peer (P2P) insurance).

The Future of AI in Insurance

While challenges appear to dismay the present market, insurers still like to view the potential of AI in the Insurance industry with optimistic eyes. To reap full range of benefits, insurance companies need to devise an enterprise-level strategy to implement AI in such a way that it offers more than just customer experience.

The next step of using AI in the insurance sector is not so much about innovating but about integrating. AI has the potential to transform the insurance experience for customers to a fast, on-demand, and more affordable activity. Tailor-made insurance products will attract more customers at fairer prices as we can no longer have one-size-fits-all insurance. Most importantly, the AI solutions can make it easier for customers to interact with insurance companies. This could result in people being more likely to purchase insurance.

Futuristic Lifestyle: Post COVID Ecosystem

Owing to the global pandemic of COVID-2019, innovations, creativity, contrivance, and personalisation are gaining steam like never before. Corporate, services providers and individuals alike are factoring in personalisation in day-to-day affairs whether it is for interactions, customizing websites, customizing social interfaces, conceptualising marketing pedagogy & practices or horizontal spread of deliverables.

As a matter of fact, even before the pandemic situation had kicked in, personalisation was an oft-used buzzword. You have fashion and wellness goods to suit your style, situation, and type of requirement, at the same time gift items could be customised since ages, today even the marketing is hyper-localised and customised (remember Cadbury Celebrations ad during Diwali-2020?)

The pandemic has been able to bring to forefront and expedited the overall awareness, interest and desire for health and wellness related queries and related activities, be in exercising, maintaining physical fitness, watching your weight or to the more intensive taking care of the balanced intake of proteins, carbs, fats and vitamins in your diet. This no longer stays restricted to a select few so-called fitness enthusiasts/freaks. In the same breath, regarding lifestyle modification, we have the notion that avoiding junk food and exercising is enough. People who exercise may succumb to the same strenuous exercises and those who adopt a new “healthy dietary style” may become victims of metabolic diseases like diabetes, hypertension etc., because it is almost impossible to consider one-size-fits-all attitude and the exercise and diet which suits one person may not suit the other.

This fact brings out the importance of personalisation or customisation. Companies are up for the challenge and are already offering free consultations to find apt products which suit the client. Similar to how medical science is moving towards precision medicine for a better outcome, the wellness sector is treading towards adoption of personalised lifestyle management for solving problems related to lifestyle diseases.

Post-Covid Real Estate

While we are in the early stages of the most dynamic investment period of our lives and no one knows for sure what the post-epidemic real estate market will be like, it is sure to be defined by investors, buyers and sellers who take a smart and creative approach here and now.

You don’t have to be reckless, but you do have to adapt. The sooner you do, the better off you’ll be. There are a few factors investors on both sides will look at more closely now than ever before. One of those is cash flow. While in the past a buyer could look to future value, current equity and a variety of other factors, cash flow will now be the most important indicator of a good deal.

Invisible Payments That Maketh the Future

It's surprising and interesting how technology shifts, changes, matures and obliviates with time. Decades back neither WFH would have been a compulsion, let alone a fad nor would have obvious tools like a neglected browser, ambiguous name to photocopier or for that matter a thin line between payment mechanisms been a possibility.

While just about a decade back the answer to the same question will be starkly different — Can you go outside and make payments without cash? 2015 would say "No, Absolutely Not", while today in 2020 says "Why, Absolutely That's How It's Done, What Else!!?"

Payments infrastructure ideally co-exists with the e-commerce/online ecosystem. Hence, to create a seamless experience between a buyer and a seller, it is imperative payments become invisible. All the kinds of interactions that we have in our daily life, specifically the ones where the exchange of money is involved, will have digital payment infrastructure deeply cemented into it. There are possibly two ways to achieve this:

• Subscriptions — To put it simply, a customer trusts a business so much that the latter is authorized to debit money from the customer’s bank account without even asking them.
• Credit — Again going a simplistic logic, businesses know their customers enough that they will instantly be able to credit money to their customers at the time of purchase and collect it later.

We stand to witness various use-cases in the time to come. While initial adoption could be slow as trust matters a lot for activating a mandate, platforms focusing on trust and seamless UX would take a lead.

COVID-19: Boon or Bane For Indian Economy

The huge impact of coronavirus spread on the economy at large, including the loss of wage work to millions of those in the unorganised sector.

For India there is an opportunity. We all know that China is the global manufacturing hub for the world. But after this entire COVID-19 episode, entire world at least for some time will be cautious of trading with China for all the practical reasons. Although not an immediate significant shift will happen from China because shifting your manufacturing is obviously not an overnight job, but the speculations are ripe and if India manages to take in even 5% of that shift, it will be a huge opportunity for us.

The reason for the strong relationship between industrialisation and economic development is that the manufacturing sector is the driver of productivity growth. This, in turn, is the lifeblood of technological development. The growth of manufacturing machinery output, and technological improvements in that machinery, are the main drivers of economic growth. Now is the opportunity to leverage, escalate the "Made in India" campaigns and efforts, in the wake of controlled FDIs and FIIs moving in.

Even in sports, this is a good opportunity to improve our sports infrastructure, support systems while aggressively and positively promoting Khelo India to groom our homegrown talents for the world stage.

The New Normal post Novel Corona Pandemic

While the rest of the economy is tanking from the crippling impact of corona virus, business at the biggest technology companies is holding steady - even thriving. With people told to work from home and stay away from others, the pandemic has deepened reliance on services from the technology industry’s most prominent companies while accelerating trends that were already benefiting them.

- Demand for cloud computing platforms and usage of remote/collaboration tools

- Demand and growth of grocery delivery services

- Uptick in Online content and Video on Demand apps

Even education, an integral part of the developing society and global economy as a whole at the ground level, and the working population getting WFH to appropriate social distancing is the norm and the future normal.

A point of concern remains that the Indian internet infrastructure is not ready yet completely for the paradigm shift to online and digital manifestation of all such critical services in the situation arising due to COVID-19. Connectivity and signal issues will still be a prevalent and thorny issue while accessing exclusively online services.

Having said this, when the economy does eventually improve, big tech could benefit from changes in consumer habits. And despite prolonged criticism as well as optimism from various quarters, the biggest companies are likely to finish the year stronger than ever.

Innovation in the times of Pandemic

History of global pandemics has evidence to prove that this contagion, will spark a worldwide wave of innovation. Pandemics create an environment that’s perfect for testing and implementing new ideas. As destructive as they are, each one of these diseases has forced society to evolve through the years, altering how we live and function.

While the black death way back in late 1340-s, broke down the feudal socio-political system and gave impetus to education and larger skilled workforce generation, the SARS pandemic as recent as early this century, gave a much needed thrust to the e-com proposition.

COVID-19 pandemic has already changed the cultural and business landscape of the world.

In terms of business, global supply chains have been disrupted and it could well be the end of China as the world’s leading manufacturing hub. Working from home (WFH) has become the new normal, leading to fresh challenges relating to teamwork, technology, productivity, collaboration and communication.

Although, tele-medicine has been around for years, but the corona virus has seen it explode worldwide. The platform now plays a critical role in keeping low-risk patients out of overburdened hospitals and delivering remote care without putting doctors and others at risk.

As the world shuts down in an effort to choke off the virus, but it is certain that the crisis will end, the corona virus' economic effects won’t be over in 2021. Even if commerce bounces back strongly in the next six months and we find a vaccine by early 2021, this outbreak will reshape economic behaviour lasting years or even decades to come.