Summary
The year 2020 shattered insurance industry inertia. Insurance digital and tech organizations honed their digital servicing capabilities as a critical means to retain customers. New products and product features such as the ability to pause coverage and on-demand services, will be sticking around, testing hard-coded IT organizations. Social divisions widened, and economic, social, and cultural factors elevated consumer and business anxiety about risk, safety, and how they cover losses. Threaded throughout is the challenge of exposing insights to more employees, who can be handicapped by skills and batch-based systems.
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