How to nurture customer relationships has always been a focus of considerable attention and debate in insurance, a category where involvement is low and customer interactions are infrequent. The pandemic has pushed this debate even further up the agenda, as lockdown restrictions have become more difficult for sales professionals to meet with customers. 

As non-traditional insurers, like “Big Tech”, move into the insurance space, should they be seen as an opportunity or a threat? Policyholders’ willingness to purchase insurance from them has increased 27% in the past four years, so it is a pressing matter.

What are the implications for how human agents operate in a world that is socially distanced? What innovations are making a difference to how insurance is bought and sold?

To discuss these topics and more, Insurtech Insights and Zelros hosted a virtual roundtable of eight insurance leaders from the UK, Europe and the US, representing a broad mix of businesses.