As we stand on the cusp of a new era in technology and societal change, the future of insurance is more dynamic and complex than ever. Gazing into the crystal ball reveals a landscape where innovation and adaptation redefine the industry. Here’s a forward-looking exploration of what the future might hold for insurance.
Hyper-personalisation through AI and data analytics: The days of one-size-fits-all policies will soon be outmoded. The future of insurance will see a significant shift towards hyper-personalisation, driven by advancements in artificial intelligence (AI) and data analytics. AI can analyse vast amounts of data to create highly customised policies. Insurers will harness vast amounts of data from driving habits to lifestyle choices to tailored policies with unprecedented precision.
Imagine a world where your insurance premium adjusts in real-time based on your health metrics or driving behaviour, providing a customised experience. Lemonade, an Insurtech startup, uses AI to process claims and offer personalised insurance policies. Their AI-driven platform allows for rapid underwriting and claims processing, exemplifying how AI can tailor insurance offerings to individual needs with remarkable precision.
Blockchain for boosted transparency and efficiency: Blockchain technology is poised to revolutionise the insurance industry by enhancing transparency, security, and efficiency. Smart contracts powered by blockchain could automate claims processing and reduce fraud.
Creating immutable records of transactions, blockchain can ensure that all parties involved have access to the same information, fostering trust and reducing disputes. Blockchain technology will revolutionise the insurance industry by offering enhanced transparency and efficiency.
Smart contracts on blockchain can automate and streamline claims processing. Etherisc, a blockchain insurance startup, is developing parametric insurance products for natural disasters, where claims are automatically triggered based on predefined parameters. This approach reduces administrative costs and minimises fraud by ensuring transparent transactions.
The upsurge of parametric insurance: Parametric insurance is set to become a more common feature in the future landscape. Unlike traditional insurance, which relies on detailed claims processes, parametric insurance pays out automatically based on predefined parameters.
If a natural disaster hits, a policy might trigger an automatic payout once certain criteria (like wind speed or rainfall levels) are met. This approach simplifies the claims process and speeds up financial relief for policyholders. For instance, Flock Insurance in London uses parametric models to offer drone insurance. Claims are processed automatically if a predefined risk threshold is met, such as weather conditions or equipment malfunction.
Digital transformation and customer experience: The digital revolution will continue redesigning customer expectations and experiences in the insurance industry. Expect more intuitive, user-friendly interfaces for managing policies, filing claims, and receiving support. Virtual assistants and chatbots will become standard, providing round-the-clock assistance and streamlining interactions.
Companies like Root Insurance in the United States are at the forefront of this shift, offering a mobile-first experience where users can manage policies, file claims, and receive support entirely through an app. This digital approach simplifies interactions and provides a more seamless experience for tech-savvy consumers.
It is worth noting that the digital transformation agenda is rising in Ghana, with several insurance companies leading the way. The Hollard Purple app offers end-to-end policy management, Enterprise Advantage App, and My Super Star App, to mention a few.
Integration with the Internet of Things (IoT): The Internet of Things (IoT) will further refine insurance offerings by integrating real-time data from connected devices. Home insurance policies could adjust based on data from smart home devices that monitor for fire, flooding, or break-ins. Similarly, health insurance could leverage data from wearable devices to offer personalised wellness plans and detect potential health issues before they become serious. For example, Metromile, a pay-per-mile car insurance provider in the United States, uses telematics devices to monitor driving habits.
This data allows for personalised pricing based on actual mileage and driving behaviour, reflecting a more accurate risk assessment and offering potential savings for low-mileage drivers.
The Easy As Taking A Picture (ETAP) app is another worthy example of the application of intelligent technologies in Africa. Coming soon into Ghana, this app rewards safe driving behaviours by carefully collecting and analysing data using telematics. ETAP offers instant coverage, crash notification, emergency support, seamless claims processing, and more.
Insurtech disruption: Insurtech startups drive innovation in the insurance sector, pushing traditional insurers to rethink their approaches. These startups are developing new technologies, business models, and customer experiences that challenge established norms. The future will see increased collaboration between traditional insurers and Insurtech, fostering a more dynamic and competitive industry.
Companies like Hubtel, Npontu, Redpear, and Sasai are leading these collaborative platforms for insurance companies in Ghana to increase their reach and tap into the uninsured markets and the informal sectors of the Ghanaian economy. By focusing on technology and customer-centric solutions, Insurtech is pushing the barriers of traditional insurance markets and challenging established insurers to innovate and adapt.
Sustainability and ESG: As the impacts of climate change become more pronounced, Insurers are increasingly focusing on sustainability, Environmental, Social and Governance (ESG) factors. This includes investing in renewable energy projects, launching ESG-focused products and incorporating ESG factors into underwriting and investment decisions.
Climate change will push insurers to incorporate more sophisticated risk assessment tools to evaluate environmental risks. Insurers also play a crucial role in promoting sustainability by offering incentives for eco-friendly practices and investments in green technologies.
Swiss Re’s “Climate Resilience” platform uses advanced analytics to evaluate the impact of climate change on insurance portfolios, helping insurers adjust coverage and pricing to reflect new environmental realities.
On-demand and usage-based coverage: The future may bring innovative insurance coverage models. On-demand insurance, where coverage is activated only when needed (such as for a specific event or period), will likely gain traction. Additionally, usage-based insurance could become more prevalent, particularly in sectors like auto insurance, where coverage is based on actual usage patterns rather than static factors. Trov insurance startup, based in the United States, offers on-demand coverage for personal items like electronics and camera equipment. Users can activate or deactivate coverage via an app, paying only for the time the items are covered, which reflects a growing demand for flexible, usage-based insurance solutions.
Vehicle electrification: The future of electric cars and insurance is rapidly changing due to technological advancement and shifting customer needs. Electric Vehicles (EVs) will introduce changes to insurance, including rates, coverage, pricing, and claims handling, to mention a few. EVs will be an enabling platform for autonomous driving and connectivity, with more potential for disruption coming from their direct-to-consumer sales model.
Micro and SME insurance in focus: The future of micro and SME insurance is rapidly changing because of shifting customer needs and digital transformation. Insurers are adopting a more customer-centric approach to meet the unique needs of SME customers.
SME’s and micro-based customers constantly seek simple yet affordable comprehensive bundled products that meet their changing needs and expectations. Insurers seek partnerships with telcos, fintech, insurtechs, banks, market associations, trade unions, etc. Indeed, the future is inclusive insurance.
Ethical and privacy considerations: As data collection and analysis become more integral to insurance, ethical and privacy considerations will be paramount. Balancing personalised service with data protection will be a critical challenge. Insurers must navigate regulatory landscapes and build robust systems to safeguard customer information while delivering value. Future developments will require privacy protections and transparent data practices to address consumer concerns and comply with evolving regulations. Regulation requirements would become more stringent as the world pushes for compliance with General Data Protection Regulations (GDPR).
Impact of rising cyber security concerns on Insurance: Cyber security continues to pose significant threats to individuals and businesses across the globe. Cyber threats have become increasingly disruptive and incessant than a decade ago. This risk is ranked 4th by the World Economic Forum in the 2024 Global Risk Report over the next 2-year period.
This emerging risk would drive new products to help individuals and businesses better protect their technology resources and respond when cyber-attacks them. The impact on claims arising from business interruptions can be more devastating than most traditional property insurance risks because of the potential to disrupt global services and networks. Just imagine the impact and cost of the recent CrowdStrike cyber interruptions a few weeks ago. That single cyber event resulted in multi-dimensional insurance claims with far-reaching implications.
Evolving regulatory landscapes: Insurance regulation will continue to evolve in response to technological advancements and new risks. Regulators will face the challenge of keeping pace with rapid changes while ensuring consumer protection and market stability.
For instance, Ghana’s National Insurance Commission (NIC) introduced a regulatory sandbox to promote innovation. It allows insurance firms, Insurtech’s and fintech’s to test new products and services in a controlled environment.
The International Association of Insurance Supervisors (IAIS) is working on guidelines to address emerging technologies and their impact on the insurance sector. In the future, there may be more global harmonisation of insurance regulations, facilitating cross-border operations and consumer protection.
In Conclusion, the insurance industry stands on the verge of profound transformation. The future promises to be exciting but challenging, from AI-driven personalisation and blockchain innovations to new coverage models and evolving regulations.
By embracing these changes and proactively addressing emerging issues, insurers can navigate the complexities of tomorrow’s landscape and continue to provide value in an increasingly digital and data-driven world.
Looking through the crystal ball, it’s clear that the future of insurance will be defined by adaptability, innovation, and a commitment to meeting the evolving needs of consumers in an ever-changing world.
Reference
“Swiss Re’s Approach to Climate Risk,” Swiss Re Institute, 2023.
“How Insurtech is Disrupting the Insurance Industry,” TechCrunch, 2023.
Iddrisu Nashiru is the MD of Hollard Life Assurance, 1st Vice President of Ghana Insurers Association. A chartered Insurer (CII UK and Ghana) and a fellow of the Chartered Institute of Ghana (FCIIG).
