Responsible Use of Data in the Digital Age: Customer expectations and insurer responses

Authors: Isabelle Flückiger and Kai-Uwe Schanz

Data-driven personalisation in insurance offers considerable advantages to customers, such as increased affordability, improved access and better personal well-being due to enhanced loss prevention. It also presents a range of challenges, including pricing out of customers with higher loss expectations and issues around data security and privacy. This issue brief examines how insurers can responsibly capitalise on the benefits of increased data availability to better serve their customers, without compromising on trust.