Technology Vision for Insurance 2020

#TECHVISION2020
TECHNOLOGY VISION FOR INSURANCE 2020
WE, THE
POST-DIGITAL
PEOPLECan your enterprise survive the “tech-clash”?
Provocative thinking, transformative insights, tangible outcomes

We, the Post-Digital People #TECHVISION2020
Technology Vision for Insurance 2020 | accenture.com/insurancetechnologyvision 2
As insurance companies enter the
future, digital technology is evolving
from an advantage to a basic
expectation, and yesterday’s best
practices are turning into today’s
shortcomings.
Copyright © 2020 Accenture. All rights reserved.

Technology Vision for Insurance 2020 | accenture.com/insurancetechnologyvision
People’s
perceptions of and
relationships with
technology are
changing.
#TECHVISION2020We, the Post-Digital People

On the one hand, people are seemingly rejecting
technology. “Tech-lash,” or backlash against
technology, is appearing in several forms.
Movements like digital detoxing, tracking
screen time and reducing social media
usage are ways people are seeking to
balance the role technology plays in their
lives.
People
Regulations like GDPR from
the European Union and more
from the United States, Brazil and
other countries are redefining the relationship
between people and tech.
Government
Copyright © 2020 Accenture. All rights reserved. Technology Vision for Insurance 2020 | accenture.com/insurancetechnologyvision

6.4
5
On the other hand, by almost all metrics,
people are increasing their use of and
intimacy with technology.
More than half the world’s population—a
whopping 4.5 billion people—have access
to the internet.
Internet World Stats: Usage and Population Statistics. (n.d.).
People are ever-connected on every type of
device, globally spending an average
of 6.4 hours online daily.
Salim, S. (2019, February 4). More Than Six Hours of Our Day
Is Spent Online. Digital Information World.
>50 % hours

These seemingly opposite
positions are indicative
of a tech-clash—a clash
between old models that
are incongruous with
people’s expectations.
6Copyright © 2020 Accenture. All rights reserved.

People are changing,
why aren’t you?
To move forward, insurers must first acknowledge the
essential role technology plays in people’s lives today,
and how that relationship is changing people’s needs
and expectations.
We, the Post-Digital People

We, the Post-Digital people
We, the post-digital people
Can your enterprise survive the “tech-clash”?
The I in
Experience
AI
and Me
The Dilemma
of SmartThings
Robots in
the Wild
Innovation
DNA
Helping people
choose their
own adventure.
Reimagine the
business through
human andAI
collaboration.
Overcome the
“beta burden.”
Growing the enterprise’s
reach— and
responsibility.
Create an engine for
continuous
innovation.
#TECHVISION2020
Copyright © 2020 Accenture. All rights reserved. 8

Trend 1:The I in Experience
Helping people
choose their
own adventure

Redesign digital experiences with new models
that amplify personal agency.Turn passive
audiences into active participants by
transforming one-way experiences into true
collaborations.
The I in
Experience
Helping people choose
their own adventure
TREND 1

TREND 1
of consumers agree: I am just as concerned
about the commercial use
of my personal data and online identity
for personalization purposes as I am
about security threats and hackers.
11
The I in Experience
Helping people choose their own adventure
Auto insurance from Noblr has a variable
monthly rate that is based on how much and
how well you drive.
It calculates a driver’s pricing in real-time using
their smartphone. If a driver has a great month
behind the wheel, they’ll
likely pay less the following month.*
*https://gotruemotion.com/blog/why-noblr-is-one-of-the-most-
exciting-new-auto-insurers/

Trend 2: AI and Me
Reimagine the business
through
human and AI
collaboration

Take a new approach that uses AI to bring
out the full power of people. Move beyond
deployingAI for automation alone and push into
the new frontier of co-creation between people
and machines.
AI and Me
Reimagine the business through human
and AI collaboration
TREND 2

of insurance executives acknowledge
collaboration between humans and machines
will be critical to innovation
in the future.
TREND 2
14
AI and Me
At Lemonade, AI is embedded in the
organization and present in nearly
every workflow.
The company’s claims payment process was
designed to play to the strength of
AI and humans working together.*
* https://www.lemonade.com/
Reimagine the business through human and AI collaboration
Technology Vision for Insurance 2020 | accenture.com/insurancetechnologyvisionCopyright © 2020 Accenture. All rights reserved.

Trend 3: The Dilemma of SmartThings
Overcome the ‘beta
burden’

Address the new reality of product
ownership in the era of “forever beta.”
Transform pain points into an opportunity
to create an unprecedented level of business-
customer partnership.
The Dilemma
of SmartThings
Overcome the “beta burden”
TREND 3

TREND 3
of insurance executives say their organization’s
connected products and services will have more,
or significantly more, updates over the next three
years.
17
The Dilemma of SmartThings
Overcome the “beta burden”
Groupama launched a Farmtech
app with three free services and three
paid services.
The plan is to evolve the platform
through field-testing and validating
new features with farmers.*
*https://www.paysan-breton.fr/2019/03/gari-un-agregateur-de-services-
innovants/

Trend 4: Robots in the Wild
Growing the
enterprise’s
reach—and
responsibility

Prepare for robotics to move beyond the walls of
the enterprise. Companies in every industry will
unlock new opportunities by introducing robots to
the next frontier: the open world.
Robots
in the Wild
Growing the enterprise’s reach
—and responsibility
TREND 4

TREND 4
Amazon’s small, six-wheeled
delivery vehicle, called “Scout,” can
autonomously navigate real-world
obstacles like trash cans, pets and
snow blowers.*
20
of insurance executives believe
robotics will enable the next
generation of services in the physical
world.
Robots in the Wild
Growing the enterprise’s reach—and responsibility
*https://blog.aboutamazon.com/transportation/whats-next-for-
amazon-scout

Trend 5: Innovation DNA
Create an engine
for continuous
innovation

Tap into the unprecedented scale of disruptive
technology available today. Build the capabilities
and ecosystem partnerships necessary to assemble
the organization’s unique innovation DNA.
Innovation
DNA
Create an engine for
continuous innovation
TREND 5

TREND 5
of insurance executives believe the
next wave of innovation will be driven
by scientific research targeting
sustainable development, climate
change, and energy.
23
Innovation DNA
Create an engine for continuous innovation
Swiss Re, alongside other members of the
Insurance Development Forum, has
partnered with the United Nations
Development Program (UNDP), jointly
committing $5 billion of capacity to support
climate resilience in developing countries.*
*https://www.reinsurancene.ws/climate-change-adaptation-must-
happen-at-scale-swiss-res-scotti-at-davos/

Can your enterprise
survive the “tech-
clash”?
The promise of a world made better and easier by
technology is being trapped behind models,
architectures and governing structures that have
not realized their full potential nor created
adequate value.To survive the “tech-clash”,
insurance businesses need to re-think these
models.

The time to start this
transformation is now.
┃ Identify where tech-clash is
impacting your organization,
and where your technology
strategy might be at odds
with customer expectations.
Leave no stone unturned and
challenge existing models
wherever needed.
┃ As you master distributed ledgers,
artificial intelligence, extended
reality and quantum computing
(DARQ), ensure that you are putting
a radically human focus on the new
products and services you build.
┃ Build sustainable and ongoing
relationships with customers by using
every step of the customer journey as
an opportunity to build trust. Grow
your impact beyond individual
customers by maintaining
accountability at a societal level.
Defuse
Tech-clash
Build Human-
Centered Models
Foster Deeply
Trusting Relationships

Thank you
#TECHVISION2020
www.accenture.com/insurancetechnologyvision

Technology Vision for Insurance 2020

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