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Tech Enhancing Customer experience in Long-Term Insurance

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Vusi Melane
Vusi Melane
Staff Writer
K Gwabeni
Keneilwe Gwabeni

Integrating technology serves as a crucial catalyst in reshaping customer experiences. As the insurance industry adapts to evolving consumer demands and digital transformations, leveraging technology trends has become essential for insurers aiming to stand out and build enduring relationships with their customers. This is according to CIO for Assupol Holdings, Keneilwe Gwabeni.

She explains why technology is an essential driver in customer experience, “Historically, the long-term insurance sector in South Africa has been marked by complex paperwork, protracted processes, and restricted accessibility. Yet, with the emergence of technological innovations, an unparalleled chance arises to streamline operations and provide exceptional value to customers. Embracing this digital revolution not only boosts efficiency but also establishes the groundwork for a customer-centric approach that aligns with modern consumer preferences.”


“One of the leading technological trends propelling this shift is artificial intelligence- AI. By harnessing AI-driven algorithms, insurers can analyze vast datasets to tailor offerings and anticipate customer needs. Through predictive analytics, insurers can offer customized solutions proactively, thus boosting customer satisfaction and loyalty. Moreover, AI-powered chatbots and virtual assistants enable seamless communication, offering customers instant support and guidance around the clock.” says Gwabeni

Security, Transparency and Efficiency

“Furthermore, the ascent of blockchain technology holds the promise of transforming the long-term insurance landscape by enhancing security, transparency, and efficiency. Through the use of blockchain-based smart contracts, insurers can automate claims processing and settlement, thus expediting the entire process while reducing the risk of fraud. Additionally, blockchain facilitates secure data sharing among insurers and other stakeholders, fostering collaboration and trust within the ecosystem.” she adds

“The ongoing emergence of Internet of Things- IoT devices offers unparalleled opportunities for insurers to mitigate risks and encourage positive behavior among customers. Through interconnected devices like wearables and smart home sensors, insurers can collect real-time data on policyholders’ lifestyles and surroundings. This data not only facilitates more precise risk evaluations but also empowers insurers to provide personalized incentives and rewards for adopting healthy habits or implementing safety measures.”

Human element

Gwabeni continues to add by saying, “While AI and automation undoubtedly enhance efficiency and streamline processes, they cannot entirely replace the value of authentic human connection. Human interaction nurtures trust, empathy, and emotional bonds, which are vital components in the insurance industry, particularly during pivotal moments like claim settlements or policy discussions. While digital channels may suffice for routine inquiries, complex scenarios often require the expertise and nuanced judgment of human agents. Moreover, human interaction allows insurers to forge enduring relationships with customers, instilling confidence and loyalty that goes beyond transactional exchanges.”

“In addition to these technological advancements, the widespread adoption of digital platforms and mobile applications has revolutionized the customer-insurer interaction. Tomorrow’s consumers anticipate intuitive interfaces, effortless transactions, and immediate access to information. By prioritizing user-friendly digital interfaces and mobile apps (infused with a human touch), insurers can improve accessibility and enable customers to effortlessly manage their policies, file claims, and seek assistance with unparalleled ease and convenience.”

Gwabeni concluded by saying, “Amid the proliferation of technological solutions, it’s crucial for insurers to prioritize data privacy and cybersecurity. With insurers collecting and analyzing vast amounts of sensitive customer data, safeguarding privacy and implementing robust cybersecurity measures are paramount. By adhering to stringent data protection regulations and investing in state-of-the-art cybersecurity infrastructure, insurers can build trust and confidence among customers, safeguarding their reputation and mitigating potential risks.”

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