Insurance is a serious and complex subject. When it comes to securing their lives, their health, and their finances from any possible eventuality, customers understandably want to leave no stone unturned. During the process of buying insurance, they require access to detailed information while evaluating multiple options, in order to make an informed decision. And they will also need constant post-purchase support when it comes to making inquiries about their policies or filing claims. Needless to say, insurance firms across the globe receive massive volumes of queries every day, from prospective customers looking to buy insurance, and existing customers looking for help.
Few insurers have sufficient high-quality and correctly classified training data with which to learn AI algorithms. Smart technologies, artificial intelligence (AI) and machine learning are all on the agenda for insurers. But how intelligent are the systems really? Google, Amazon or Facebook have led the way, and data is the currency of the future. This is particularly true for insurers, because, if you know your customers' behavior and life situation, you can price risks more accurately, minimize fraud and better meet customer expectations.
Planck Re, a startup that wants to simplify insurance underwriting with artificial intelligence, announced today that it has raised a $12 million Series A. The funding was led by Arbor Ventures, with participation from Viola FinTech and Eight Roads. Co-founder and CEO Elad Tsur tells TechCrunch that the capital will be used to expand Planck Re's product line into more segments, including retail, contractors, IT and manufacturing, and grow its research and development team in Israel and North American sales team. The Tel Aviv and New York-based startup plans to focus first on its business in the United States, where it has already launched pilot programs with several insurance carriers. Tsur says that Planck Re's clients generally use it to help underwrite insurance for small to medium-sized businesses, including business owner policies, which cover property and liability risks, and workers' compensation. Founded in 2016 by Tsur, Amir Cohen and David Schapiro, Planck Re poses its technology as a more efficient and accurate alternative to the lengthy risk assessment questionnaire insurers ask clients to fill out.
The need to provide an enhanced customer experience is the primary factor augmenting the growth of the AI in BFSI market. As the competition among the market players is mounting day-by-day, companies have started to focus on providing a better experience to the customers to gain the customer loyalty. This encourages financial institutes to integrate advanced analytics tools and solutions to analyze customer data to fulfil their requirement, understand the customer experience, and to make smarter predictions about their behavior and requirements. Furthermore, companies are also looking forward to connecting with the customers on their choice of channels to provide a more seamless experience. Furthermore, as digitalization is spreading across the globe, customers are becoming more empowered.
The insurance industry has come under real pressure over the past decade or so. The fintech revolution has meant that smaller and more agile startups are able to offer a variety of new services to consumers and businesses. These services are not only more interactive and based on the latest technologies, but they are also services that bigger insurance firms cannot easily offer. This increased competition from newer market entrants is a growing problem for more established insurance providers. But with more data available to insurance firms than ever before, there is an opportunity to embrace the technological changes that are taking place.
The insurance industry – like many elements within Financial Services (FS) – has come under intense pressure over the past decade or so. The fintech revolution has meant that smaller and more agile startups are able to offer a variety of new services to consumers and businesses. These services are not only more interactive and based on the latest technologies, but they are also services that bigger insurance firms cannot easily offer.
Customer Satisfaction has come a long way. Decades ago, customers participated offline in focus groups and written surveys. The arrival of the internet and email gave customers today a new way to express their experience and emotions related to a product. Over the past few years, CRM (customer relationship management) tools helped organizations start measuring customer satisfaction and surveys such as NPS, CSAT and CES and increasingly popular for this. So how is Artificial Intelligence going to change the ways of measuring customer satisfaction as we know them?