The Intersection - The Blog

Is Digital Changing Insurance Fundamentals?

We’ve spilled a fair amount of virtual ink on the use of digital technologies to market, sell, and service insurance.  That’s pretty straightforward.  More difficult is assessing the impact of digital technology on the core processes of insurance: underwriting, pricing, risk management, and claims. If we are seeing digital being leveraged in these areas, there… Read more »

Apple Auto: What Would DeLorean Say?

There is major buzz around the tech giants getting into the automobile business, the most recent of which is a growing mountain of evidence that Apple is acquiring assets and resources in aid of its push. I have no idea how an Apple entree into auto manufacturing will play out.  However,  my Detroit soul is… Read more »

Telematics, Customer Engagement, and UBI: Two out of Three Ain’t Bad

We’ve been getting the sense that UBI (Usage Based Insurance) is not getting the traction that many of us felt it would when it was re-introduced to the Canadian market a few years back.  However, the investment in Telematics might be a key to customer engagement, even without reliance on premium discounts, or insurance at… Read more »

Does the Digital Direction Have a Devolutionary Detour?

Last week, at the 2015 Technology Conference, Kimberly Harris-Ferrante, Vice President and Distinguished Analyst at Gartner said that at present, Canadian consumers are not being easily swayed toward the new digital insurance landscape. At the Davos Economic Forum this past January, Google’s Executive Chairman, Eric Schmidt quipped that in the not-too-distant future, the Internet… Read more »

Innovation in Analytics and Customer Service are the Hallmarks of the 2015 ICTAs

This year, received direction for our annual technology awards from two sources: from the jury and from you, the people. One thing is clear from both sources:  customer-focused innovation and effective technology implementation is alive and well in Canada. The Nominees had some commonalities …. We had a record twenty-seven nominations for the awards… Read more »

Application Currency: A Modernization Parable

So there you sit, in the privacy of your own office, with a metaphorical brandy in one hand and a cigar in the other. It’s been a long and expensive journey replacing those core business systems, but finally, the Big Three — Policy, Claims and Billing — are all running on the latest systems.  Unquestionably… Read more »

Policyholders Will Love That Omnichannel Feeling

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ―Maya Angelou “Customer intimacy” might be the latest catchphrase in customer experience, but I wonder how policyholders really feel about being more intimate with their insurance company. How close do… Read more »

The New Faces of Mobile Management: Engagement and Strategic Information Application

Managing mobility in an insurance organization has come a long way: from primarily clerical cost control activities, to active participation in strategic planning.  And by all accounts, mobility is on a trajectory to become a critical element in most areas in of insurance organization. We’d like to showcase the current thinking about this trend and… Read more »

Zen and the Art of Engagement Maintenance

A lot of the technology rolling out these days is focused on ‘engaging’ us. As slick as these technologies are individually, the really fine art is bring them together in a seamless customer experience.  This is being referred to as ‘omnichannel.’ Other sectors are making strides. How do you think the insurance community is doing? We’d like… Read more »

Power to the People: Technology Awards are Yours to Give

Since 2010, has presented awards for the innovative use of technology in the Canadian P&C industry. We’ve made some adjustments over the years. This year we’ve taken the next step and put one of the awards in your — the people’s — hands. It will be interesting to see the results. What’s the purpose… Read more »