Banco Popular de Puerto Rico

Insurers will use AI across different channels – in context - to deliver experiences that make customers happy.

The situation is changing rapidly, testing organization capacity and operational planning.

It is of strategic importance that we ensure our information technology is supporting the entirety of the organization and its ability to communicate.

Catastrophe response is the insurance industry's stated goal. But currently, the sector has few answers for consumers.

It is critical to assess insurers’ internal operations and the implications for employees.

The way insurance companies respond to the COVID-19 crisis is indicative of how the industry will meet the biggest challenges going forward: the disappearing retail customer, over-regulation, shrinking product margins, low customer loyalty and public distrust.

Insurance product creation historically has been based on historical data – the rear-view mirror view. However, there is a fundamental change afoot that cannot be ignored.

The impact on our sector is uncertain in every way but its depth.

Insurers who cling to the business structures and systems of The Before Times may not be able to adapt.

More workers will be home-based either permanently or part-time in the post-COVID-19 era.