Insurers and underwriters also make this process more difficult for him

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Mr. Winter is an insurance broker and complains that it is impossible to keep track of all of his customers' communication channels. He tries to reduce these to a minimum. Nevertheless, he wants to do justice to each of his target groups; after all, he has specialized in generational consulting. He therefore looks after Generation Silent through to Generation Alpha and tries to acquire knowledge of all messenger services.

They also communicate on significantly more and different communication channels. Some also refer to letters that are stored in the respective broker portal, since due to the GDPR nothing can be sent unencrypted by email. Others write to him via Microsoft Teams or call him via this medium - in addition to IP telephony. Other insurers, in turn, use Skype, Zoom, Webex, GotoMeeting or GotoWebinar.

His wish is to bundle the messages from customers in a variety of ways in one place. Voice messages should also be available as text. At the same time, he would like to have a meaningful overview of the messages from insurers without having to look at a lot of portals or answer messages via many different media. This looks like this:


Mr Winter would prefer it if every customer also received an ecuador consumer email list automatic confirmation of receipt - via the medium through which the customer contacted him. Many customers demand immediate feedback and 24/7 availability - especially in the event of a claim. Inquiries such as changes of address or bank details should also be automatically forwarded to the relevant insurer. Last but not least, he would like more time for the point of sale.

implementation measures
In the brokerage service team, we advise insurance companies, underwriters, broker pools, brokerage houses and individual brokers on a wide range of digitalization topics.

Our approach
We begin by recording the requirements of the stakeholders. This is done in different formats, for example within a design thinking workshop, in the form of interviews or as part of observation and the implementation of interaction rooms. After the requirements have been defined and the external framework conditions have been compared, the use cases are prioritized together with the stakeholders. A customer journey is then created and a roadmap defined. The stakeholders are shown which measures are required to implement the prioritized requirements. The know-how and experience of the adesso employees also minimizes the risk of a bad investment.

We also examine which systems already exist on the market that roughly meet the requirements of the stakeholders. We evaluate these requirements for the stakeholders, for example as part of a target-actual analysis and flexible adaptation options. We advise on choosing between the software solutions and on the make-or-buy decision.


You can find more exciting topics from the adesso world in our previously published blog posts . By the way: On our website you can find out everything about our portfolio and our services for the insurance industry .