Digital Skills in End Clients in the Context of Technological Development of Insurance Companies

• Autorzy: Agnieszka Samsel
• Języki publikacji: EN

Abstrakty

EN

Purpose: There is a large gap between the digital skills of customers and technological advancement in insurance. The author assumes that in countries with low level of digital skills the interest in insurance is also low. Technological achievements are used by insurance companies (e.g. to estimate the costs of war) and by clients themselves (e.g. AI to analyse ECG test results). However, the development and creation of new solutions give rise to a question whether the end client can keep the pace with such quick changes. The main objective of this article is to establish a link between household finances and technological development of insurance industry. The author wants to analyse household income, spending and money assigned for insurance premium payments from the perspective of a household. The other objective of article is to study insurance companies' interests in education and development of digital skills. Methodology: The article uses a critical analysis of literature, statistical inference method, observation method and market research. Findings: The research conducted proves that in the case of the relationship between insurance and household finances, "ground work" needs to be done. This means that it is not enough for insurance companies to implement another technological innovation. Research shows that in addition to digital skills, financial knowledge should be supported. Without financial and insurance knowledge in households, even the best innovations will not increase financial awareness. Research limitations/implications: This article makes a good starting point and inspiration for further considerations in the area of digital skills and the approach of insurance companies to implementing innovations. Further academic work and practical analysis in insurance companies should attempt to point to the future direction: whether new innovative solutions should be made available for a smaller group of clients (with higher digital skills) or should less innovative products and services be available for a wider audience? Further considerations are needed from the perspective of the end client, regarding the readiness of insurance markets in particular countries to introduce InsurTech solutions. It is also crucial to study further the topic of household priorities regarding spending categories, and including insurance spending. It is also worth taking a look at issues related to innovation maturity, the level of sales of particular products, and then comparing that data to the level of financial knowledge and the level of digital skills. Practical implications: This study recommends insurance companies to implement actions to avoid digital exclusion as part of their attempts to raise the level of innovativeness. Various developmental and inclusive programmers should be carried out not only by governmental institutions and non-governmental organizations but also by service providers (here: insurance providers). (original abstract)

Słowa kluczowe

PL

Umiejętności cyfrowe; Ubezpieczenia; Klient; Technologie finansowe; Gospodarstwa domowe

EN

Digital competences; Insurances; Customer; FinTech; Households

• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2023
• Numer: z. 184 Współczesne zarządzanie = Contemporary Management
• Strony: 479-491

Twórcy

autor

Agnieszka Samsel

• University of Szczecin

Bibliografia

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Identyfikatory

DOI

10.29119/1641-3466.2023.184.24