Insurance is increasingly being perceived as complex and opaque by newer generations. Communicating with such an audience needs to embed gamification approaches to deliver educational, engaging but still relevant interactions. Applying gaming techniques as part of insurance communication strategy can turn everyday tasks such as application, policy renewals, claims and information updates into well-designed, interactive transactions that customers actively consume. Gamification will help engage consumers by simplifying and educating on insurance products thanks to techniques such as games quizzes and personality tests, rewards, and discount mechanisms. Gamification will also help qualify better leads improving the data profile captured for each prospect up front.
Goals and Objectives
Enable a simple technology-driven gamified customer journey that might educate customers improving their risk literacy and better align them with the insurance offerings that match their needs. Gamification approaches need to be support in the gathering of all the information necessary for the whole customer life cycle, starting from prospecting, quoting, and binding until retention. Ultimately, gaming techniques enable building a better user profile. It might be powered by structured and unstructured data from different sources to reduce the number of data points to be collected for verification, risk assessment, and pricing.
Biometric customer authentication
APIs to connect with multiple external data sources (weather, property, etc.)
Enterprise omni-experience data architecture
Use Case Summary
Mobile-enabled gamification approaches will be front and center in the way insurance communication will be strategized going forward in both life and non-life insurance. Implement fully automated, frictionless, self-service-enabled customer journeys that might enrich the user experience with gamified interactions (quizzes, personality tests, etc.) as a strategic tenet of customer loyalty.