What can commercial insurers learn from the personal insurance industry?

1. How commercial insurers can benefit from
innovations in personal insurance
Xuber Keynote Presentation
13 June 2013

2. Xuber
John Racher
Head of Product Strategy
@JR_Xuber
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3. @JR_Xuber@xubersocial
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4. @JR_Xuber@xubersocial
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5. Digital will look different in five years and
unrecognisable in ten
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Radio TV Internet iPod iPhone Facebook iPad
Months for user count to reach 50 million
According to Market Analysts Celent the next wave of technology adoption will be
months and not years.
Donald Light, Celent Director of Americas Property & Casualty practice at ACORD LOMA Conference 2013
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6. What we want now…
To contact you anywhere, anytime, on any device…
…and for you to know who we are when we do
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7. Personal Lines market first to adopt…
• Simple internet quoting
• Online comparison websites
• Online self service policy & claims
• Customer centric interactions
• Collaboration
• Mobile access to your data
• Telematics
• Data analytics & big data
• Fraud detection
• Social media sales & marketing
• Resolution
Simples
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8. @JR_Xuber@xubersocial
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9. @JR_Xuber@xubersocial
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10. Big Data - but what’s the BIG deal?
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11. Telematics – won’t drive you crazy
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12. @JR_Xuber@xubersocial
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13. Telematics – wider than private motor?
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• Telematics is a general term
that refers to any device
which “merges
telecommunications and
informatics” – Personal Motor
GPS based “Black Box”
• Obvious adoption in the
Commercial space would be
Fleet motor
• Equally possible Marine
vessel tracking, collision
avoidance, Cargo theft
prevention
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14. Collaboration: time to get together
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15. @JR_Xuber@xubersocial
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16. Collaboration – can we work together?
• Personal lines policies can be
managed online including claim
reporting and status Customers
interact with the Carrier at every
stage
• Commercial carriers are starting to
adopt this with collaboration
between Carrier, loss adjusters,
assessors and lawyers.
• Underwriter is often involved with
claims process. Need for seamless
cross team collaboration to improve
customer experience
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17. Go the extra mile
Think resolution not
just compensation
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18. @JR_Xuber@xubersocial
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19. Think resolution not just compensation
• Personal lines claims service
provides assistance to claimant
– locksmiths, carpenters,
replacement car or nearest
repair garage
• Commercial lines could offer
disaster recovery services,
industry expert contacts and
access to medical professionals
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20. @JR_Xuber@xubersocial
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21. @xubersocial
xuber.com