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Navigation through uncertainty: How Insurance should be ready for the challenges ahead in a digital-first world?
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By Arpita Mitra
The core of insurance is to beat the odds of uncertainty and stand resilient with the ones whom they have pledged to protect in the face of unprecedented crisis. However, COVID has turned the tables. It was not just the policyholders alone; the scale of the crisis and the degree of impact meant huge implications for the industry as well– starting from re-computing minimum capital limits to re-defining the rules of customer engagement.
Amid the crisis, the insurance industry stayed at the helm by keeping ‘empathy’ and ‘accessibility’ at the core of any decision-making process. Business leaders focused on shifting operations to remote, incorporating technology to build operational efficiency, and enhancing digital capabilities
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