- Artificial Intelligence dominates. AI is often a misunderstood and misused term. However, when specific technologies that are part of the AI family are evaluated, much activity is underway – by insurers, InsurTech startups, and mature tech vendors. Chatbots, robotic process automation (RPA), machine learning, natural language processing (NLP), and others are the subjects of many strategies, pilots, and implementations.
- The Autonomous Vehicle frenzy is cooling.There is still an acute awareness of the potential of autonomous vehicles to dramatically alter the private passenger auto insurance market. But there is also the realization that, despite the hype, the transition is likely to be a long one, and the big implications for insurers are probably ten or more years out.
- The IoT is going mainstream. Discussions continue about the transformational potential of the IoT for all lines of business. But rather than just talking about the possibilities, there is now a great deal of partnering, piloting, and live implementation underway. We are still in the early stages of incorporating the IoT into strategies and insurance products and services, but their use is becoming more widespread every day.
- UI Options are dramatically expanding. The many new ways to interact with prospects, policyholders, agents, claimants, and others should now be considered in omni-channel plans. Messaging platforms, voice, chatbots, and more are becoming preferred ways to communicate for certain customer segments.
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