Event brought together the insurance market main agents and investors in Latin America

Por: Priscila Palacio

The future of the insurance market, innovations, and the role of the brokers were discussed during the 2019 CQCS Insurtech & Inovação, with the presence of 1,500 market professionals, in São Paulo. At the event’s opening, Gustavo Dória, the project creator stated: “We are custodians of dreams and achievements of society. Insurance is an ally of people and not a necessary evil”.

Prestigious international names shared their experiences in the marketplace. Jonathan Kalman, founder of EOS Venture Partners, spoke about the need for industry transformation. “Technology is creating an inevitable change. In ten years, this industry will have reinvented itself and we will all be part of this transformation”, he says. Kalman bets that the next big trend for the industry is artificial intelligence.

Paul Meeusen, a B3i advisor, spoke of regulation: “My recommendation is for regulators and the industry to work together and become accustomed to technology and automation in the marketplace”. Ryan Rugg, R3’s global insurance chief, introduced Corda, a third-generation blockchain platform that provides and shares information bilaterally.

John Drzik, chairman of Marsh Global Risk and Digital said it was a mistake to overestimate what will happen in two years and underestimate what will happen in ten and warns: “Do not let yourself be dominated by inactivity”. Kalman, for his part, defended the sharing of ideas and the integrated community. “The industry lives its best moment. Youth should be welcomed and attracted. All we need digital DNA”, he said.

Environment conducive to innovation

The panel “How do insurers incorporate new technologies?” brought together a team of experts. Denise Ciavatta CIO of HDI, Alexandre Putini, Superintendent of Digital and Innovation of SulAmérica, Omar Ajame of  TEX and Leandro Leite of WIZ BPO talked about how companies are working to promote an innovation environment and incorporate new products and services.

For Denise it is necessary to seek resources, talents and combine with trained partners. “The transformation of the industry causes the transformation of the company. The challenge is to connect technology, processes and in the end the customer. For this the modernization of our technological environment is essential”.

In Putini’s view, creating a culture of experimentation through digital experiences requires experimenting and making mistakes. “Design thinking is fundamental in this process. We deliver value to people and it infects everyone involved”.

Ajame recalled the beginning of TEX’s activities when it “had a startup mentality”. “We want to add value to the market and integration today is the rule. Our challenge is to invent the future”.

Leite, highlighted solutions developed by the company for customer relations, backoffice, document management, collection, and outsourcing of skilled labor. “Our team works in synergy with customers and partners. The search for solutions based on new technologies is part of the company’s culture”.

The future of protection

Adilson Lavrador, executive director of operations, technology and claims at Tokio Marine participated in the panel “Innovation at record speed”. He commented on what the broker’s attitude toward innovation should be and how the company should prepare for it. “Technology helps support innovation processes. Many brokers do not have the knowledge to market themselves as an innovative agent”.

In the “Why the Broker is the Future of Protection” panel, André Lauzana, SulAmérica’s commercial and marketing vice president, reflected that technology contributes to new behaviors. “People who understand people, this is the new trend. Companies and insurers are transforming business models and working to make the individual feel unique”, he emphasized.

Leonardo Freitas, executive director of Bradesco Seguros, said that the market has evolved and the customer is increasingly connected. “The new consumer is uncommitted, attends social media, is more informed, in search of relevant content”. According to him, it is necessary to understand what influences the purchase of insurance and how to provide good care.

For Renato Pedroso, president of Previsul, the broker assumes a fundamental consultative role with the insured. “People need someone who seeks the best proposal for their needs. That someone is the broker”, he defended. And José Luís Ferreira da Silva, commercial director of Tokio Marine, made a reflection on the market and the new entrants. “Until recently, the fear was that banks would stop the technology coming. The broker needs to learn the tools that companies have to teach customers to incorporate that evolution into their work. There will be analog and digital customers and it needs to be ready to serve everyone”, he said.