Sales force effectiveness in the insurance industry and the impact of the digital transition

Executive Summary

Insurers should embrace new technologies to differentiate themselves in the digital arena

A recent digital benchmark on Dutch insurance companies showed that insurance made good progress in supporting basic internet sales and service transactions and plugging into social networks. Most insurers however struggle with their mobile capabilities as only a few offer more than basic functionalities in the areas of claim notification.

36% of surveyed insurers offer a partly mobile website experience, and most apps focus only on claim submission

Research from the benchmark shows that insurance presence in the mobile world, through mobile websites and apps, is limited and the functionalities currently offered are very basic.

When looking at mobile accessibility, only 36% of the insurers surveyed offer a (partly) mobile website experience. Features provided on the mobile websites of insurers are limited, once again focusing on effective sales (calculations, acceptance) rather than supporting self-service for policy management and claims. Only a few insurers let customers manage their policies through the mobile website.

Inside magazine issue 6, October 2014

Inside is Deloitte’s quarterly magazine offering an exclusive insight into best practices, trends and opportunities faced by our clients across all industries.

Inside focuses on the main hot topics relevant for the market (Asset management, Banking, Insurance, Public sector, Healthcare, Private equity, Real estate, TMT, Manufacturing and consumer business, Transport and logistics). 

Inside magazine issue 6
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