Insurance for the New Possible was joined by Adrian Davis, Commercial Leader: Financial Services, Insurance and Enterprise Financial Products at Adyen, 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.
- Payments are the gateway to capital movement through an insurer and play a pivotal role in customer acquisition. Payments aren’t just operational—they are strategic levers for growth and retention.
- Digital-native consumers don’t benchmark insurers against one another—they compare them to platforms like Amazon or Netflix. The expectation is instant, seamless, and intuitive service.
- Optimized and innovative payment functionality can help fight fraud and reduce costs.
- While many envision AI personalizing consumer-facing insurance experiences, Adrian noted the most immediate impact today is behind the scenes: claims assessment, fraud detection, and process automation.
- The conversation highlighted the insurance gap among SMBs and digital-first entrepreneurs, from Shopify sellers to independent online creators. Platforms that already serve SMBs could become powerful distribution channels for embedded insurance.
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