Past
Events
| Date |
Topic
/ Presenters |
Click
Below |
| 14th
Apr 1999 |
Providing On-line Insurance Successfully
|
PowerPoint |
| Speaker |
Malcolm
Booth,
Internet and Electronic Distribution Manager, Eagle Star |
Zip
File |
| Summary |
To
many people, the insurance industry conjures up conservative
attitudes and the management of risk. Not the sort of industry
that one associates with innovation, least of all with the
internet, and most definitely not will taking credit card orders
over the net. But such attitudes will get the established parts of
industry into deep waters. Just look how they were taken a-back
with the innovative Direct Line with its friendly, chirpy red
telephone - now a well established and highly recognised brand
symbol.
But Call Centres are not an end game, but a stepping stone along
the electronic commerce pathway. After some years of good profits,
even Direct Line is losing money, as are most telephone
operations. To survive, insurers must either use technologies like
the internet to reduce costs even further, or they must find ways
of more closely meeting peoples insurance needs - more
specifically, helping customers to manage risk.
Eagle Star's web site is an awarding winning site selected by a
leading UK newspaper for its advanced and innovative applications.
Their internet site is the only UK site where it is possible to
purchase motor and household insurance by submitting your details
on-line, paying your premium, and then printing off your policy
document on-line. |
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| Feedback |
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| Malcolm
Booth |
Malcolm
Booth is the Internet and Electronic Distribution Manager for Eagle Star
Insurance Company, responsible for the profitable growth of a new
channel of direct distribution, initially through the development
and implementation of the sales and service site for Eagle Star
Direct, but subsequently through other electronic media. He is a "business" manager using new technology
to solve business problems. He believes that this is the exciting
dawn of a new additional distribution channel, where customers can
have extra choice, service and information, and where the customer
can take control over the whole process - and thereby reduce
overall costs.
Prior to working on the internet Malcolm developed a 24 hour
teleclaims operation at Eagle Star to improve customer service and
contain costs, and also introduced workflow image processing to
parts of the operation, in order to improve customer service and
reduce operating costs.
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