EP 32 – How Can Digital Touchpoints Redefine the Value of Insurance?
28 May 2025

Insurance for the New Possible was joined by Ser Yang, Insurance Solution Lead at ByteDance, and Michael McLeod, Senior Manager, Consumer Partnerships, Asia Pacific at Chubb.

Some of the insights they shared included:

  • Insurance can’t rely on claims alone to demonstrate value. The industry needs to make the value of insurance more visible throughout the customer lifecycle. That means potentially front-loading benefits, rewards, and experiences.
  • Embedded insurance works best when it doesn’t look like insurance. The sweet spot lies in designing synergistic insurance experiences that blend into a partner’s ecosystem. Think less about selling insurance directly, and more about solving contextual problems.
  • Micro-engagements create macro-trust. The real opportunity is in riding the existing engagement rails of digital platforms — from shopping to content to financial planning tools.
  • Digital platforms offer rich, intent-driven signals for insurance. Intent is the new targeting and digital platforms create powerful conversion funnels.
  • Livestreaming could be the new digital salesforce. Live commerce is already massive in Asia, and it’s merging entertainment and transactions in real time. This model works because of engagement, two-way interaction, and urgency.
  • “Do Right by the Customer” is the guiding principle. In a world of personalization, embedded experiences, and digital trust, the brands that win will be those who prioritize customer value.
  • Insurance can’t rely on claims alone to demonstrate value. The industry needs to make the value of insurance more visible throughout the customer lifecycle. 
  • Embedded insurance works best when it doesn’t look like insurance. The sweet spot lies in designing synergistic insurance experiences that blend into a partner’s ecosystem. Think less about selling insurance directly, and more about solving contextual problems.
  • Micro-engagements create macro-trust. The real opportunity is in riding the existing engagement rails of digital platforms — from shopping to content to financial planning tools.
  • Digital platforms offer rich, intent-driven signals for insurance. Intent is the new targeting and digital platforms create powerful conversion funnels.
  • Livestreaming could be the new digital salesforce. Live commerce is already massive in Asia, and it’s merging entertainment and transactions in real time. This model works because of engagement, two-way interaction, and urgency.
  • “Do Right by the Customer” is the guiding principle. In a world of personalization, embedded experiences, and digital trust, the brands that win will be those who prioritize customer value.

Find this episode on :

Spotify

YouTube

Apple Podcasts

Spotify

Youtube

Apple Podcast

Ser Yang

Ser Yang

Insurance Solution Lead at ByteDance

Ser Yang is a tech business professional that specialises in digital insurance for over 8 years, having led and executed multiple strategic insurance partnerships across APAC and US between insurance companies and consumer internet platforms (such as Shopee and Singtel). He is currently at ByteDance leading the scaling of its global digital insurance business in key markets.
Michael McLeod

Michael McLeod

Senior Manager, Consumer Partnerships, Asia Pacific at Chubb

Experienced insurance professional skilled in Accident & Health Insurance, Project Management, Business Relationship Management, Risk Management, Property & Casualty Insurance, and Commercial Insurance.

More about Chubb Partners :

Chubb’s partners include leaders in retail, e-commerce, banking, fintech, airline, telecommunications and other industries. We co-create and design digital insurance solutions for their customers – individuals and businesses of all sizes.