Key Points
  • The Internet has had an enormous impact on the insurance industry, Post hosted a roundtable to find out its influence on product delivery
  • Insurers have allowed offline products to go online without understanding the latter. All these providers have suffered and received a real wake-up call
  • Customers often use the Internet for research, but they may want interaction with a contact center to buy a policy
  • Insurers that have been around for a while have to struggle integrate online channels with their legacy systems

THE RISE OF THE internet has undoubtedly had a significant impact on the insurance market with the emergence of price comparison sites and web-only players. So, is the market now specifically tailoring products for aggregators and online distribution, and what impact has this had on the traditional call centre route to market? Post, in association with WNS, recently gathered industry professionals together to find out.

Discussions started with a debate around the level of success insurers have had putting traditional insurance products online. Derek Plummer, commercial director at MMA Insurance, explained this has not been without its pitfalls: “A number of insurers fell into the same trap. They allowed offline products to go online without understanding the latter. All of these providers suffered and received a real wake-up call. We now know that it is different putting a product online — there are different rules.”

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