The insurance industry worldwide is undergoing a significant change accelerated by the financial meltdown and changing demographics of its customer base. In this blog, we will discuss the challenges, approaches and possible solutions to dealing with the transformation that the industry has unwittingly entered into.

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March 03, 2010

Demographic shifts in the US market and its implications on the consumer buying behaviour

I recently came across an article on the demographic shifts in the US market where:

1.The multigenerational household is gaining prominence - affecting major purchases, like automobiles, homes and college tuition. With a record 70 million grandparents in America in 2010, these grandparents will be deeply involved with their grandchildren - with decisions often being made by two generations of people - the parents and the grandparents.

2.No household type will neatly describe even one-third of households. The iconic American family (married couple with children) will account for a mere 22% of households. The most prevalent type of U.S. household will be married couple with no kids, followed closely by single-person households

3.Diversity will vary greatly by age - the younger population substantially more diverse than the old . By 2015, 80% of people age 65-plus will be white non-Hispanics and just 54% of children under age 18 will be white non-Hispanics. White non-Hispanics will account for fewer than half of births by 2015

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October 14, 2009

A friend in need is a friend indeed!

 Mortgage crisis, Credit crisis, Job losses, Car sales plummet – Welcome to the new economy of the 21st Century global village.  For all businesses including insurance carriers, retention of existing customer is extremely important.  So what do we do?  Launch an elaborate customer data analysis, and create “n” more tiers of segmentation and focus on the top tier (the ones who contribute high volume of premium, no claim whatsoever) and shoo others?  Well, that is an approach for the short term.    What we need is a loyal customer base with a mix of the top tier, moderate and some average- to provide the right customer mix and size that can sustain the value for the long term.  It is another story some of the heavy hitters on the claim side swear loyalty to life!   Jill Griffin (author of "Customer Loyalty: How to Earn It, How to Keep It." ) mentions that  “customer loyalty lifecycle  comprises of six stages: suspect, prospect, first-time buyer, repeat customer, client and, finally, advocate. The goal of all relationship marketing is to continually move a customer to increasingly higher stages within the loyalty life cycle”  Focusing on research that helps you find which lifecycle stage the customer is, what will enhance the value and move them to the next stage will be of great help.

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September 24, 2009

Data Archive challenges in Life Insurance

I was in a discussion with a customer on migrating their block of business to a different platform. I heard this concern from that customer that one of their colleagues who came from another industry just doesn't understand the challenges associated with policy data storage for 60-70 years. We went on to discuss at length on how data storage is different in Life Insurance Business from that of P&C Business.

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