Gartner Research

Digitalization Is No Longer an Option for P&C and Life Insurers

Published: 16 May 2013

ID: G00252372

Analyst(s): Kimberly Harris-Ferrante


Shifting consumer interaction and communication preferences will require that insurers improve their digital capabilities to support electronic channels and communications. Digitalization will be critical in fulfilling the needs of the next-generation customer.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Online sales growth, especially for personal lines P&C, will demand that insurers improve website experiences and support of real-time policy issuance
  • The growing use of e-services among policyholders will create new opportunities for insurers to improve customer service and replace a significant amount of interaction, which is done today via the agency
  • Growing consumer acceptance of electronic documents and communications will drive the need for insurers to have better customer communications management and electronic content delivery mechanisms

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