As shown above, a number of high potential ventures have developed around the region. For instance, China is also seeking to build up big online platforms to provide various insurance options personal, medical, auto online. Malaysia has already started reaping the benefits of such platforms by slowly reducing the need for live agents.
Nonetheless, other markets are also seeing the development of insurtechs. For example, insurtech funding in India has increased from only 11 million USD in 2016 to 287 million in 2020, with startups such as Turtlemint which raised 30 million in late 2020.
Insurtech can help the sector remove obstacles to growth…
According to McKinsey, Asian insurers currently tend to suffer from three main weaknesses:
Sales force professionalization. The entire US insurance industry, as one example, has a few hundred thousand agents. Agency forces in Asia are significantly larger—China alone has roughly eight million insurance agents. However, the level of professionalization in Asia lags behind the developed world. Part-time and poorly trained agents are the norm in much of Asia. As customers continue to grow more sophisticated, Asian carriers will have to upgrade their agency forces. They can learn much from the West in terms of recruiting, capability building, and ongoing performance- and compliance-management. Western carriers are now helping agents migrate from product sellers to holistic advisors which provides a blueprint for Asia.
Analytics-driven decision making. The West is increasingly applying data and analytics in all elements of the business to improve the quality and consistency of decision making. In some cases, this has progressed to rely extensively on third-party data. In Asia, the use of data and analytics is less mature. Carriers need to invest in their internal data assets (i.e., capturing and storing more useful data), external third-party data integration, advanced analytics capabilities, and “last mile” adoption of analytics solutions. There is tremendous opportunity for carriers in all elements of the value chain, including pricing and underwriting, sales force effectiveness, customer servicing, and claims. Given the distributed nature of insurance operations in Asia and the talent gap, this is an even bigger opportunity.
Operational discipline and efficiency. Asian carriers can learn from the operational discipline of insurers in developed markets. Faced with the prospect of slower growth, Western insurers have long focused on improving efficiency through more optimized operations. Asian executives have underinvested in operational discipline and efficiency. It is not uncommon to find dozens of branches or field offices with widely varying operating practices. This increases costs, delivers suboptimal customer experience, and introduces significant compliance risk. Asian carriers will have to focus more time and investment on these issues in the near future. They can benefit from the new toolbox that has emerged which combines digital, analytics, robotics, and NLP to re-invent customer and back office journeys.
… and artificial intelligence is a key driver of change
The advancement of Artificial Intelligence (A.I) allows for much faster understanding of this data. This empowers intermediaries and underwriters to engage clients knowledgeable with data driven policy advice in real time.
Customers want to connect with insurers from virtually anywhere and at any time. The employment of AI processing will soon permeate almost every facet of the insurance business. For example, the insurer QBE Asia has “started seeing benefits from integrated AI systems that streamline and automate our claims workflow and reduce costs by consolidating the underwriting processes on a centralized platform”. They also deploy Robotic Process Automation to save significant costs on repetitive non-value adding tasks and have started to actively integrate connected devices (Internet of Things, IoT) into their insurance processes.
Finally, public authorities are likely to modify and adapt regulations in reaction to the development of digital insurance and insurtechs
According to Bain, “digital disruption is getting a push from regulators. In Singapore, Hong Kong and, more recently, Indonesia, authorities are actively promoting digital innovation and have established government funded incubators, known locally as sandboxes, to encourage insurers to experiment with new technologies”. Singapore and Hong Kong are emerging as hubs for telematics and insurtechs, and consumer use of digital channels in those markets is growing rapidly. This means new regulations are likely to be put in place, and insurtechs should prepare for this risk.