Insurance for the New Possible was joined by Garrett Olson, Head of Insurance and ERM at Wolt, and Sebastian de Zulueta, Head of Digital Business, EMEA 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.
- Online malls are the new civic space—and they require digital integrity. These platforms, intermediated by code, must establish rules, norms, and enforcement mechanisms just like physical spaces.
- Trust online should mirror real-world signals—but at a technological level. In a physical mall, people intuitively scan others, read social cues, and rely on physical presence for trust. Online, this becomes a technological challenge. Platforms must recreate this trust using data signals.
- Insurance needs to be where people work, live, and play. By embedding protection into these everyday categories, users don’t have to seek coverage—they just receive it as part of the value they’re already creating on the platform.
- Gig workers currently operate with massive risk—and little protection. From couriers to freelancers, platform workers face daily operational, personal, and reputational risks and W0lt and Chubb are working hard to fix this.
- To make insurance invisible and automatic, platforms need precise data triggers—moments when insurance should start or pay out. This includes real-time events like delivery delays, missed gigs, or customer disputes.
Find this episode on :
