1 The I in Experience 2 3 4 5 A new role for insurance Giving people and businesses the ability to make relevant choices But to do so successfully, insurance companies need to take on that inform their experiences could transform experience delivery a new role—shifting the focus from simply making sales or paying from a one-way street to dynamic and responsive collaborations. claims, to how they can best utilize customer input, guidelines and Not only could this give customers more choice and flexibility in choices to shape their experience. Customizing those experiences their insurance experience; it could also empower them to effectively means understanding when to make the process reduce or avoid risks, in turn driving down claims. seamless and invisible for customers, and when to step back and give the individual control. 16 Technology Vision for Insurance 2020 | We, the Post-Digital People