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The significance of mobility in forecasting the way forward for insurance coverage buyer preferences


Common auto use is just 4% of every day, but a brand new automobile buy regularly prices 50% of somebody’s annual revenue.[i] While you add in taxes, gasoline, insurance coverage, and upkeep, many individuals can’t make a logical case for possession. That is very true in city areas, the place mobility choices are plentiful and on the rise. Despite these details, auto possession can be on the rise. If we take a look at the whole mobility image, auto insurance coverage will stay related whereas on the identical time non-traditional transportation insurance coverage goes to start to develop, notably as individuals proceed to make use of their autos to earn more money by way of ride-sharing firms.  This creates a necessity for “hybrid” P&C mobility merchandise.  

E-bikes, for instance, are a rapidly-growing mobility choice for individuals who want to buy a cheaper strategy to commute. They’re additionally out there by means of large bike-share networks, similar to Chicago’s Divvy system of bikes and e-bikes.

E-bikes aren’t the one mobility choice that’s on observe for development, however they make an excellent working example. They verify the containers for traits that would disrupt auto use and auto insurance coverage. They’re extremely economical. They’re sooner than conventional bikes (roughly  21% sooner per journey).[ii] If you happen to’re utilizing them for a commute, you’re much less prone to arrive at work exhausted and sweaty. They’re straightforward on the setting. They provide you some freedom to go the place you want to go with out sticking to a public transit route. Transport firms, similar to UPS, are even contemplating e-bikes for last-mile supply.   

E-bikes have even been proven to encourage individuals to experience extra, and since e-bikes use pedal-assist expertise, the online impact may very well be that e-bike customers enhance their well being.

In fact, there’s a flip facet to e-bikes that includes insurance coverage. On account of their potential velocity (20 mph), they’re much less protected than a conventional bike. Their parts value extra to switch in an accident declare. Their riders could have much less two-wheel expertise as a result of E-bikes are interesting to some riders that might not usually experience a conventional bike as a result of age, well being, or hilly terrain.

Despite the fact that e-bikes aren’t going to displace autos anytime quickly, P&C insurers want to know their potential affect, together with the affect of car-sharing, ridesharing, transit enhancements, work-from-home existence, and the usage of private autos for enterprise use. Mobility is altering and insurance coverage might want to shift to seize the alternatives it should create.

For a number of years now, Majesco has been monitoring and understanding how we transfer.

In our earlier Mobility analysis, we famous the numerous change in automotive exercise is leading to firms exterior insurance coverage coalescing round a shift to the idea of “mobility.”  From the decline in automobile possession for the primary time since 1960, to the rise of ride-hailing and car-sharing companies, a plethora of transportation choices continues to develop – therefore the concentrate on mobility. On this yr’s Client Analysis report, Majesco regarded on the client traits with the best affect on P&C insurers. You possibly can dig deeper into these shifts by studying, Your Insurance coverage Prospects: A Crystal Ball of Massive Modifications in a Small Window of Time. Right this moment, we’re making a case for mobility. Does your group grasp how the approaching mobility shift requires insurers to rethink services that match these new dangers?

Mobility in movement

Let’s take a look at the place mobility is in the present day. In keeping with the American Time Use Survey, the proportion of individuals touring in 2020 dropped by 17 share factors, to 67% from 84% in 2019[iii] – seemingly pushed by the distant work setting. 

The usage of rideshare companies like Uber and Lyft dropped when COVID hit in 2020 and continued to say no, particularly amongst Gen X & Boomers. Gen Z & Millennials proceed to worth mobility as they use new mobility choices like e-bikes or scooters or short-term rental of automobiles from a service like Zipcar or one other individual’s automobile by means of a platform like Turo or Getaround. 

Determine 1: Mobility exercise traits

Nonetheless, the auto continues to be essential to Gen Z & Millennials.  They purchased and/or bought a automobile at over twice the speed of Gen X & Boomers, with 42% indicating they purchased or leased a automobile, 21% bought a automobile, and 28% both added a automobile or purchased their first automobile. 

Determine 2: Mobility actions previously yr

Within the subsequent three years, cars ought to see a resurgence. Gen Z & Millennials particularly might be shopping for/leasing new autos and count on to be driving greater than they at the moment do. This means two key potential shifts in auto insurance coverage:

  1. First, the favored UBI-based insurance coverage, which has seen development as a result of COVID and distant work, could must be tailored past simply miles pushed, to think about the place and the way to handle buyer worth and value expectations.
  2. Second, the surge in shopping for new autos which have embedded, refined applied sciences for telematics, sensors, and driverless capabilities, in addition to progressive companies, will seemingly create demand for embedded insurance coverage within the buy from the producer. More and more, auto producers both supply or are quickly to supply embedded insurance coverage. This shift requires insurers to supply comparable coverages and companies to retain prospects or to companion with car producers. 

Regardless, the expansion in new, technically refined autos would require insurers to maneuver past each conventional auto and UBI insurance coverage merchandise to new choices that mirror existence and behaviors, and are inclusive of value-added companies. 

Moreover, with the easing of COVID restrictions, the pent-up demand for journey, particularly inside the U.S., is predicted to develop.  This presents a market alternative to offer on-demand protection for particular occasions, journeys, mobility choices, and bundled packages, similar to American Household’s Highway Journey Accident Lodging Protection. Moreover, the rise of journey by way of planes and the challenges with airways has seen a rise in demand for journey insurance coverage.

Determine 3: Mobility expectations within the subsequent 3 years

How will prospects purchase the mobility insurance coverage they want?

From a product perspective, prospects count on an increasing array of merchandise to fulfill their altering behaviors, wants, and expectations. The Gen Z & Millennial technology is vastly totally different than the older technology, each by way of their life-style but in addition their digital savvy and life journey.  Nonetheless, each nonetheless need digital and multi-channel choices in addition to a rising array of value-added companies. 

This presents important implications in addition to alternatives for insurers, all based mostly on how quickly they plan and execute in opposition to them. Many InsurTech start-ups and incumbent insurer greenfields are particularly concentrating on the Gen Z & Millennial technology with new, progressive merchandise, value-added companies, and experiences which can be vastly totally different than most conventional insurers.  

Majesco analyzed client information in opposition to insurer information from a joint analysis mission with PIMA in 2020 for program enterprise and affinity plans for 3 insurance coverage segments (Life/Heath/Accident, Auto, and House/Renter). You possibly can see extra on Life/Well being/Accident and House/Renter by downloading the Client Analysis report. Our evaluation was aimed toward determining if insurers are aligned to buyer sentiment concerning how they want to purchase auto/mobility insurance coverage.

Product and Channel Alignment

The prime alternatives lie in areas the place there may be excessive buyer curiosity in a selected insurance coverage channel, and insurers are prepared to maneuver into that channel. That’s represented within the prime proper quadrant in determine 4. Nonetheless, the best breadth of alternative lies in areas the place prospects are able to buy by means of a selected channel, however insurers aren’t ready to make the most of that channel. That’s represented by the highest left quadrant in determine 4.    

Determine 4: Auto insurance coverage channel alignment/misalignment

Buyer Expertise

There’s additionally appreciable insurer-customer misalignment within the buyer expertise. Each technology segments use web sites at comparable ranges for managing insurance coverage, finance, and life-style services. Nonetheless, insurance coverage falls woefully behind in giving prospects the flexibility to handle their services with cellular apps. That is particularly regarding with Gen Z & Millennials, whose use of apps is 21 and 31 share factors greater for finance and life-style services, respectively. These are gaps that should be closed by insurers.

Determine 5: Use of digital instruments to handle accounts

A current Provider Administration article famous how even individuals who have been beforehand averse to utilizing expertise for on a regular basis duties have embraced it, citing an AARP research that discovered the proportion of U.S. adults over 50 years outdated (Gen X & Boomer section) utilizing a smartphone to make monetary transactions rose to 53% in 2020, up from 37% from 2019.[iv]

In the hunt for a holistic answer

Insurance coverage is headed in a route the place new merchandise, similar to the type that can cowl all features of mobility, should be bought by means of fully new kinds of channels that match with buyer expertise preferences.

Zurich Group Chief Claims Officer, Ian Thompson, stated just lately that “the pre-pandemic period was overly-focused on constructing an ‘app’ by means of which prospects must have interaction.” Right this moment the main target is on making a holistic expertise throughout totally different merchandise, companies, and channels.  As we famous in final yr’s client analysis report, the holistic expertise was strongly desired by the youthful technology, whereas of curiosity by the older technology in sure areas.  The 2021 information signifies for each generational teams that is nonetheless sturdy (Determine 6) and rising even stronger in comparison with final yr (Determine 7. Observe: The 2021 “Family Accounts” figures signify the typical curiosity throughout all classes in Determine 6). 

Determine 6: Buyer curiosity in a holistic answer to handle all of their accounts

Determine 7: Elevated curiosity in a holistic answer, 2021 vs 2020

If we take each of those wants into consideration (built-in account options and holistic insurance coverage options), we see that prospects are asking for the neatest and quickest methods to maintain them fully lined. They need insurance coverage to be included in holistic account administration options.

What does this type of answer appear to be?

Our greatest choice is to have a look at mobility insurance coverage by means of the eyes of a buyer. If a buyer may select the best insurance coverage expertise throughout all of their transportation choices, how may it work?

Ideally, a holistic mobility insurance coverage expertise could be low-touch. In in the present day’s digital world, it’s attainable for a cellphone to know whether or not it’s shifting by rail, bike, automobile, or foot. With UBI on the rise, and superior, real-time information evaluation, maybe commuters may merely be lined and charged, based mostly on their precise motion. This may match their need to obtain pricing that’s aligned with expertise.

Insurance coverage buy may occur at one in every of many junctures in life; the acquisition of a automobile, the acquisition of a motorbike, or by way of a QR code on an advert at their favourite espresso store. Claims may very well be app-based or auto-generated communications. Customer support may occur by means of textual content or by telephone. Worth-added companies like reminders or journey alerts may preserve prospects protected. (e.g. “There’s an 85% likelihood of heavy rain in the present day.”)

The bottom line is flexibility. Wherever mobility strikes, insurers transfer with it. This requires insurers to maneuver now.

Buyer wants and expectations are dramatically totally different now. The accelerated tempo of digital expectations is considerably totally different. The entry to and use of information are very totally different. Channel and companion choices are exponentially totally different. The enterprise working mannequin and expertise of the previous is not going to help success for in the present day and the long run.  

Alternative exists for individuals who shift their working mannequin and expertise to fulfill the client on their phrases.

Ask your self:

  • Are you prepared for a better concentrate on customer-driven digital transformation?
  • Does your expertise speed up your digital transformation?
  • Are you able to make the most of digital in your bid to turn into a aggressive and related insurance coverage chief and obtain the worthwhile development that comes with it?
  • What particular plans can you are taking to enhance your odds of success? 

To arrange your self for insurance coverage buyer traits, you should definitely learn, Your Insurance coverage Prospects: A Crystal Ball of Massive Modifications in a Small Window of Time. For Majesco’s associated SMB traits analysis, obtain, A Quickly-Altering SMB Panorama.


[i] 2018 Evolution of Mobility Examine, 2019, Cox Automotive and Mobility

[ii] Bernsten, Sveinung, Lena Maines, Aleksander Langaker, Elling Bere, Bodily exercise when using and electrical assisted bicycle, Worldwide Journal of Behavioral Vitamin and Bodily Exercise, April 26, 2017.

[iii] “American Time Use Survey Abstract,” op. cit.

[iv] French, David, “Digital Enchantment Waning; Insurance coverage Claimants Heading Again to People,” Provider Administration, November 21, 2021, https://www.carriermanagement.com/information/2021/11/21/229276.htm

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