Consumer behaviour and customer expectations have changed considerably in recent years. Customers want digital, smart and fast processes and are increasingly interested in comprehensive service networks, i.e. digital ecosystems that are offered around living situations such as health, retirement, mobility, housing and travel.
Customers no longer specially think about arranging their insurance policies, but instead deal with the topic of insurance in specific situations, such as when having a baby, starting a career, buying a house or travelling. This is precisely where insurers need to be linked in with their products and services, and integrate themselves into the processes of the relevant ecosystem partners – according to an article by Markus Zimmermann for Versicherungsbote insurance magazine in May 2022. Zimmermann is head of strategy consulting for insurance companies of the corporate consulting firm Accenture.