Celent Model Insurer 2019: Case Studies in Digital and Omnichannel

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11 April 2019


Celent's 2019 Digital Model Insurer Winners Aimed at Higher Productivity though Process Automation

This report recognizes five outstanding implementations of digital strategies by insurers — which resulted in reduced costs, faster cycle times, and better customer experiences.




Allstate Insurance Company

An Implementation of Video Call Collaboration

If an auto repair facility needs authorization for supplemental repairs, it traditionally schedules a personal visit by an adjuster to the facility.

Allstate used design thinking to reinvent this process. It designed and created Virtual Assist, a live, on-demand video chat application that allows body shops to connect instantly to inspect additional damage quickly and efficiently. The shop initiates a live video chat with the adjuster for an instant inspection via the video chat.

Cathay Life Insurance

Digital and Omnichannel Technologies — Creative Connection Model

To increase its proportion of younger customers, Cathay Life focuses on digital natives (24-32 years old) who usually lack deep insurance understanding and possess insufficient insurance coverage. Through vivid marketing and educational events, Cathay Life increases their willingness to be more concerned about their need for insurance. The initiative also provides the ability to interact with digital natives either online service or with through its agents.

John Hancock

Digital Solution to Launch Direct-to-Consumer Life Insurance Products

John Hancock has developed an end-to-end digital solution to launch direct-to-consumer life insurance products, that includes access to its Vitality health and wellness program. The insurance product features a short application, fully automated underwriting, instant approval notification, and instant policy issuance via electronic customer portal as well as payment modernization supporting credit cards and other forms of payment.

The Penn Mutual Life Insurance Company

Penn Mutual’s Accelerated Client Experience

By making one of the most difficult products a consumer can buy, life insurance, a fast and simple experience for both advisers and clients, Penn Mutual has been able to expand the market to the many uninsured individuals in the United States. Penn Mutual transformed an invasive, multi-week process into a complete digital experience that can take less than 24 hours through reducing need for invasive medical testing and improving information gathering thus reducing cost, minimizing overhead, and accelerating the entire process.


Digital Fraud Enhancements — Call Centre Fraud

Digital fraud is near real-time. So Transamerica must stop fraud in near real-time. As Transamerica moves into the digital hands-off space, it recognizes that fraudsters are using more tools to hack, adapt their voices, and falsify documents. Transamerica could no longer rely solely on its staff and existing controls to catch fraudsters. It needed to expand its existing fraud capabilities by adding near real-time capabilities, to utilize new technologies and more external data to supplement its knowledge.

Click here for all 2019 Model Insurer Winners