Report published in the magazine Actualidad Aseguradora, dated April 2020.
What general assessment do you make about technology in the mediator's day to day? What do you like about the tools we have? And what should be improved?
An insurance mediation company is no longer conceivable without a technological environment geared toward reducing administrative burdens by automating tasks and processes. That is the challenge that the insurance broker is currently facing because his competitiveness and market position will depend on it.
What do the technological solutions provide for the implementation of EIAC? What do you think should be improved?
Standardization is one of the paths leading to efficiency in any field of activity. EIAC is a standard that brings efficiency and productivity to relationships between insurers and brokers. The last step taken by EIAC towards the centralization of operations through a large operations hub under cloud infrastructure (CIMA) is a great step for, in addition to standardizing data models, also standardizing the access point to information and validation of the same. This is something that some of us have been demanding for a long time and finally we are going in that direction and I consider it a success.
What technological initiatives would you propose to improve the level of efficiency in Mediation?
There is a clear relationship between the time that mediators spend on administrative tasks and that dedicated to commercial activity; and it also seems clear that this second is the one that is available in excess of the first. The conclusion is clear, the efficiency of a mediator is to dedicate the most time and resources to what contributes the most value to your business. Technology should preferably be an ally of the mediator to reduce administrative burdens and free commercial capacities.
Technology, first to free up resources, and then technology to interact with our clients.
How does technology contribute to customer relations and loyalty?
The concept of commercial capacity not only has to do with sales activity, important as it is, it has to do with the care of the relationship with our clients. That is why we have to reduce the administrative burden to free up those capacities and resources that allow us to dedicate time to our clients and establish ties of affection that trust our business relationship. Technology, first to free up resources, and then technology to interact with our clients.
How can technology help to be truly omnichannel?
Today, the way we interact with our clients has changed due to the simple fact that their social relationship models have changed. The customer has changed. The way in which we produce a good experience with our client when we interact with him, regardless of whether the medium is a visit to our office, a phone call, an SMS, a whatsapp or a tweet, is what is understood today by omnichannel. The mediator's technological system must provide this ability to establish omnichannel relationships and, also in certain circumstances, automate it, because this automation again reduces the administrative burden and provides efficiency.
What advantages and disadvantages do multitarifiers present? Are you concerned that a monopoly situation may occur?
Multitarifiers are instruments whose place is in the realm of commercial capacity. They make it easy for brokers to search for prices and contract in a fluid way, and if they are also well integrated into the management system, they provide a high degree of efficiency. In the multitarifier market, a plural offer and healthy competition between operators is good and necessary. I think there is already one today, and I am sure that in the very short term there will be more. I know.
How has technology changed your day to day and how do you expect it to do so in the future?
Technology has always been the great engine of change and now through social networks it has given great power to a demanding, non-conformist and not very loyal customer; So the challenge for the broker is to rely on the same technology to provide a good consumer experience, that will be its differential element, because a product is copied but an experience is not.