Roundtable: A customer-centric approach to the digital future

EXL roundtable december 2019 — Picture, l-r: Nigel Edwards, senior vice-president of insurance and head of UK & Europe, EXL Service; Matthew Smith, partner, global strategy group – insurance sector lead, KPMG; Mark Coffey, director of commercial, Atlanta Group; Kevin Findlay, chief technology officer, Ingenie; Luke Shackerchi, trading manager, Direct Line Group; Allan Potter, head of digital - new business, Hastings Group; Mohit Manchanda, head of consulting UK & Europe, EXL Service; Chris Thompson, global head of mobile and head of public sites, Aviva; Vipul Goel, personal lines (intermediated and corporate partners) technical pricing head, Axa Insurance; David Martin, head of retail management, Zurich Insurance; David Greenhalgh, associate director - private clients, RK Harrison; Darren Saunders, CCO, Staysure; Charlotte Halkett, chief commercial officer, Bought By Many; Steve Beard, divisional head, Markerstudy; and Austyn Tusler, chief underwriting officer, UK General

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- By Emmanuel Kenning
- @InsPostbod
- 05 Dec 2019
- Indicative reading time: 7 minutes

On the back of research into the shape of the future delivery of personal lines, Post held a roundtable, in association with EXL, with experts to investigate how ready organisations are to meet customer expectations as demand for cover evolves in the ever changing digital landscape

Just under 22% of insurance respondents to Post’s Personal Lines Survey 2019 said they were well prepared to meet the needs of customers born in 2000 when they turn 25.

The insurance industry has

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