Celent Model Insurers are a good reflection of innovative use of technology in areas critical to success in insurance. The cohort of winners of the 2021 edition was invited to complete a survey and participate in a breakout session on Customer Primacy at our I&I Week 2021.

Topics were anchored around Celent’s research on customer experience and the results from a survey responded by those winners. While not a representation of the entire industry, the results shed light in how model insurers reflect on customer experience and innovation. It’s an insight for insurers for comparisons against those that are doing things right with technology.

This report is a capstone that describes our collective dialogue and insights at the breakout session. Please note that the content in the report is anonymized as survey was confidential and the session was hosted under the Chatham House Rule.