Insurance at risk: The search for safety in a changing world

As a result of Covid-19, insurers are not playing their usual role as a safety-net for the rest of society — in fact, in most cases they are just as affected as everyone else. The disruption of moving to a remote call centre model and dealing with increasing levels of sickness among skilled customer service staff has been widely felt.Insurers must move to a more proactive, customer centric operating model to protect their policyholders — and their own businesses — in a post-Covid-19 reality.

This whitepaper examines how insurers can achieve quick wins on this journey to a more resilient operating model.