The world is changing around us

Ever since the world’s first commercial website launched in 1993, there has been an explosion in new ways of doing business.

Digital has revolutionised consumer habits and brought successful businesses to their knees. Kodak, Blockbuster, Comet, Woolworths and Borders are just a few of the big names to have paid the ultimate price.

No industry is immune to the digital revolution, insurance included.


User Expectations

Consumer expectations

Companies like Apple, Amazon and Facebook have redefined consumer expectations.

Customers now compare us with the best online companies, not just other insurers. They expect services to be low effort, aesthetic and available any time, any place, any device.

In fact, the great majority of Personal Lines customers now buy from us online.

Our customers are already digital. We need the capabilities to match.


Digital Natives

Digital natives v digital immigrants

People born in the 1980s grew up with the Internet. They can be thought of as digital natives, for whom the web is their mother tongue.

There is even evidence that their brains may be wired-up differently to digital immigrants – those who came to the internet as adults.

Over the coming years digital natives will become the majority of our customers.

To serve their needs we need to become digital by default, just like they are.


Digital Natives
Old VHS video cassette

New business models

Almost no industry has escaped the digital revolution.

Music and video have moved from CDs and DVDs to streaming. Taxis are suffering due to Uber. And AirBnB is the world’s largest hotel chain.

Insurance is changing too, with companies like Lemonade and Hey Guevara challenging incumbents.

There is no guarantee that we’ll see a game-changer for insurance, but we need to be prepared in case there is.

And, in the meantime, lots of little innovations will make a huge difference.


The world is digital.
We need to change if we are to thrive within it.