new needs, new data
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September 2016
Customer Centricity Conference
© 2016 Willis Towers Watson. All rights reserved.
New needs, new data
Duncan Anderson
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New needs and
new data
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 3
New
needs
New
needs
New
data
New
data
So?So?
New needs and
new data
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 4
Driverless cars
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 5
Driverless cars
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Driverless cars
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Full self-driving4
Limited self-driving3
Combined function technologies2
Function-specific driver assisted technologies1
No automation0
Levels of vehicle automation (NHTSA)
Driverless cars
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Driverless cars
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Driverless cars
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Insurance risk
Other parties now involved
OEMs
Traditional suppliers
New suppliers eg Software providers
(Cyber crime)
Map providers
Telecoms
Infrastructure
The algorithm
of
death
Driverless cars
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Insurance risk
Risk will shift from personal to "product"
Fragmentation of risk
New insurance needs
Reduction in risk
Personal motor risk down by 1-3% pa over next few years?
Frequency effect offset by increased cost of repairs
Short term: vehicle option data important
Driverless cars
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Telematics
$1,000 $1,000 $1,000 $1,000
$800
20+%Average discounts: 12% - 25%
Maximum discounts: 30% - 50%
Self-selection
Pricing
10xDifferential in loss ratio
from TW DriveAbility score
Retention
40%Improvement in retention
cited by Progressive http://media.corporate-ir.net/media_files/IROL/81/81824/clip-415391-dl_aud-
en.mp3
Behaviour
change
30+%Reduction in claims costs
Young driver: 30% - 40%
Commercial fleet : 54% - 93%
Driverless cars
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Home devices
Cause of
ClaimConnected Devices
Prevention
Potential
Water
Leakage
Connected Meters
Connected Electronic
Manometers
(pressure)
Active Leakage
Detections Devices
Smoke Detectors
CO2 Detectors
Fire
Theft IP DIY Alarm Systems
Advanced Alarm
Systems
~20% - 30%
~70%
~70%
10 - 80%
40 - 60%
Water
Damage
Electrical
Current Risks
40 - 60%
Reduced
Risk
Water
Damage
Electrical
Telematics
Driverless cars
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Sharing economy
Taxi
Home devices
Telematics
Driverless cars
2013 2014 2015 2016
Global bookings revenue in billions
$0.69$2.91
$10.84
$26.12
(Projected)
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Sharing economy
Taxi
Home devices
Telematics
Driverless cars
Car
rental
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Sharing economy
Taxi
Home devices
Telematics
Driverless cars
Car
rental
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Sharing economy
Taxi
Home devices
Telematics
Driverless cars
Car
rentalHitchiking
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Sharing economy
Taxi
Home devices
Telematics
Driverless cars
Car
rentalHitchiking
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0
5
10
15
20
25
2011 2012 2013 2014 2015 2016
Value ~$1.6bn
30 million members
22 countries
>10 million travellers per quarter
>2 million trips available in the future at any given time
>3 billion miles shared
Average car occupancy 1.6 → 2.8
Bla bla car members, millions(Source: Wall Street Journal)
Sharing economy
Taxi
Home devices
Telematics
Driverless cars
Car
rentalHitchiking
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“Slugging”
Washington DC, San Francisco
Multiple occupancy vehicle lanes
~ 10,000 routinely share
Sharing economy
Taxi
Home devices
Telematics
Driverless cars
Car
rentalHitchiking
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Consumer
expectations
Sharing economy
Home devices
Telematics
Driverless cars
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Fragmentation of risk
Deflationary pressure
Distribution changes
Fragmentation of risk
Deflationary pressure
Distribution changes
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Fragmentation of risk
Deflationary pressure
Distribution changes
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 24
Fragmentation of risk
Deflationary pressure
Distribution changes
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 25
So…
Package more - insure all a customer's (fragmented) needs?
Up game in customer analytics
Ease of purchase - few (or no) questions asked
Enhance engagement
For which, more data helps…
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New
needs
New
needs
New
data
New
data
So?So?
New needs and
new data
New
data
New
data
New needs and
new data
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“Basics”
Standard factors
Cross-holdings
Enrichment
Retail partners
Banking partners
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Ambient location
“Basics”
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iPhone:
Settings >
Privacy >
Location Services >
System Services >
Frequent Locations
Ambient location
“Basics”
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Ambient location
“Basics”
Apple
Conference
Hotel
Nice restaurant
Guinness
Brewery
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Ambient location
“Basics”
GoogleApple
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Ambient location
“Basics”
App providers
GoogleApple
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Ambient location
“Basics”
App providers
GoogleApple
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Ambient location
“Basics”
App providers
GoogleApple
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Ambient location
“Basics”
Telecom providers
App providers
GoogleApple
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Ambient location
“Basics”
TSPs
Telecom providers
App providers
GoogleApple
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Ambient location
“Basics”
OEMs
TSPs
Telecom providers
App providers
GoogleApple
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Ambient location
“Basics”
OEMs
AirlinesTSPs
Telecom providers
App providers
GoogleApple
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Ambient location
“Basics”
OEMs
Airlines
BanksTSPs
Telecom providers
App providers
GoogleApple
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 40
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Wearable providers
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 41
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Wearable providers
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 42
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Wearable providers
Wifi
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 43
Other
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Wearable providers
Wifi
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 44
Other
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Home sensors
Wearable providers
Wifi
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 45
Other
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Home sensorsMedia companies
Wearable providers
Wifi
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 46
Other
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Home sensorsMedia companies
IOT
Wearable providers
Wifi
0
5
10
15
20
25
2014 2015 2016 2020Nu
mb
er
of
un
its in
sta
lled
(b
illio
n)
Internet of Things – Millions of units
Consumer Business
Telecom providers
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Other
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Home sensorsMedia companies
IOT
Web analytic providers
Wearable providers
Wifi
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 48
Other
Ambient location
“Basics”
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Home sensorsMedia companies
IOT
Web analytic providersSocial media companies
Wearable providers
Wifi
Telecom providers
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 49
OEMs
TSPs
App providers
GoogleApple OEMs
Airlines
Banks
Traffic cameras
Home sensorsMedia companies
IOT
Web analytic providers
Wearable providers
Social media companies
Wifi
Telecom providers
Standard factors
Cross-holdings
Enrichment
Retail partners
Banking partners
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 50
New
needs
New
needs
New
data
New
data
So?So?
New needs and
new data
So?So?
New needs and
new data
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 51
Assuming you can access and use the data…
Risk
Marketing
Services
Potential Customers
Underwriting Policies
Unmonitored
traditional
policy
UBI
Policy
Insurers / Agents /
Brokers /
Aggregators
Marketing
Traditional data
Insurer A
Insurer C
Insurer B
Insurer D
OEMs
Telecoms
Mobile OS
App
Monitored
traditionalpolicy
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Motor telematics example
Potential Customers
Underwriting Policies
Unmonitored
traditional
policy
UBI
Policy
Insurer partners
and/or panel
Insurers / Agents /
Brokers /
Aggregators
Marketing
Traditional data
OEMs
Telecoms
Mobile OS
App
Insurer A
Insurer C
Insurer B
Insurer D
Traditional +
telematics data
Monitored
traditionalpolicyInsurer C
Insurer B
Insurer E
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Motor telematics example
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 54
Motor telematics example
Potential Customers
Underwriting Policies
Unmonitored
traditional
policy
UBI
Policy
Insurer partners
and/or panel
Insurers / Agents /
Brokers /
Aggregators
Marketing
Traditional data
OEMs
Telecoms
Mobile OS
App
Insurer A
Insurer C
Insurer B
Insurer D
Monitored
traditionalpolicyInsurer C
Insurer B
Insurer E
Preview
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06/14
09/13
06/15
12/13
Smart home /
security
Smart home /
security
Digital health /
wearables
Smart home /
security
UBI / telematics
Motor repair /
maintenance
Smart home /
security
Smart home /
security
Home sharing /
travel
Smart home /
security
05/16
07/15
06/14
07/15
11/15
09/15
12/13Digital health /
wearables
UBI / telematics
09/15
Distribution disruption / disintermediation risk
Partnerships with data owners and tech players
Tech start-ups
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Distribution disruption / disintermediation risk
Partnerships with data owners and tech players
Tech start-ups
Privacy, regulation, brand
Anonymisation by third parties?
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Distribution disruption / disintermediation risk
Partnerships with data owners and tech players
Tech start-ups
Privacy, regulation, brand
Anonymisation by third parties?
IT capability
Cyber risk
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 58
Distribution disruption / disintermediation risk
Partnerships with data owners and tech players
Tech start-ups
Privacy, regulation, brand
Anonymisation by third parties?
IT capability
Cyber risk
New skills!
Big data management and related analytics
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 59
Distribution disruption / disintermediation risk
Partnerships with data owners and tech players
Tech start-ups
Privacy, regulation, brand
Anonymisation by third parties?
IT capability
Cyber risk
New skills!
Big data management and related analytics
Culture
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 60
Distribution disruption / disintermediation risk
Partnerships with data owners and tech players
Tech start-ups
Privacy, regulation, brand
Anonymisation by third parties?
IT capability
Cyber risk
New skills!
Big data management and related analytics
Culture
Clear strategy:
Partnerships
Product
Distribution
Data strategy
Operating model
Culture
© 2016 Willis Towers Watson. All rights reserved. Proprietary and Confidential. For Willis Towers Watson and Willis Towers Watson client use only. 61
New
needs
New
needs
So?So?
New
data
New
data
New needs and
new data
top related