I’m a child of the '80s -- to be specific, 1983. Some might say I'm a Generation Xer; some might say I'm from Generation Y; others might describe me as a Millennial. Regardless of what you call me, if you're going to sell me something, it better involve technology. You see, my life revolves around technology. I grew up with computers, just as a previous generation grew up with TV. I use a branchless bank. I stream my television content. I use social media to communicate with my friends. I don't like paper. Technology makes my life easier. So you can imagine, as I looked at career possibilities, I never saw myself working for the insurance industry. I hardly knew anything about it, actually, except that it didn't seem like an industry that was very innovative or technologically advanced. I remembered:
- sitting at my insurance agent’s desk watching him use an application that looked like it belonged on the Oregon Trail.
- having to send faxes to make policy changes.
- being directed to call the insurer’s corporate headquarters to file a claim, and in the process repeat my member ID over and over during the same conversation.
- not being able to know the impact that a change to my policy would have on my bill.
- tremendous investment in modern technology and the delivery of useful, self-service capabilities.
- companies embracing more forward-thinking mobile and social media trends, meeting customers like me where we are.
- Investigation and implementation of innovative technologies involving telematics and other tools for consumers.
- a more intimate relationship between customers and the carrier, which will leverage advancements in analytics, business intelligence and predictive modeling.
- the industry be able to attract young, top IT talent so insurers can continue to innovate.