Indonesia has seen a rapid transformation towards digital distribution, especially after the outbreak of the global pandemic. Hassan explains the implications for insurers and how data analytics and machine learning can help understand customers and improve digital distribution. What is crucial for insurers is to be at the right place, at the right time. This is where partnerships with distribution partners become interesting as it allows to create contextual insurance solutions, combining the expertise and strength of ecosystem players and insurers.
Hassan and Micheal talk about the importance of data analytics to build a customer-centric insurer. Adira has implemented transactional net promoter scores to track how customer service is performing along the different touch points of the value chain. Together with extensive analytics this allows the company to identify pain-points in the customer journey.
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