38 POLICY Special edition 2023 Insurance & Reinsurance – the Human Touch By Diana Berezin, Co-CEO, Aon Reinsurance Israel Insurance (and reinsurance for this matter) is a promise. Following examination of people, either individuals or entities, the Insurance company provides people, the promise to cover their loss. When we focus on people and a promise made to them, it is easier to see, this exchange, requires elements of trust from both sides. The one giving the promise (Insurance/ reinsurance company) has to be reliable and credible. Its teams, besides being professional in what they do, need to be trained to provide their service in a devoted manner being the credible trusted advisor to the people, their clients. How can a service provider build a motivated, engaged and serviceoriented team? Setting clear values and purpose. Once the purpose is clear and values of devotion, client’s people centric as well as professionalism are set, the day-today activity is unified and focuses on achieving these goals. Being connected and mindful towards any stakeholders in our surroundings, such employees, clients, suppliers, and the environment. Acknowledging that we are part of something greater and we are part of a bigger social & financial ecosystem. Building a culture of respect and care. Walk the talk; inward transparent communication and sharing will assist in building a sense of community. A Management which cares about its team’s well-being will be rewarded by team members, who are not only more motivated and engaged but also express the same transparency and care for their clients. Also investing in the self-development of the employees; two goals are achieved, satisfied & professional employees. And what about the other side of the promise? The clients who are given the promise and are served well? As we are all connected, I believe clients should also reward their service providers with the same transparency and respect. Clients who are caring well for their service providers will be benefiting from an even greater team and service. All the above emphasizes the massive impact that Humanity has on our industry. The insurance/reinsurance field is evolving. In the near future the elements of compensation will be partially replaced by services of prevention and loss elimination or mitigation. Tools of AI and DM are used in creating additional sources of knowledge and abilities to improve risk selection, underwriting and claims handling. As we discussed the importance of the Human touch in our industry - the biggest challenge is how to embrace the innovation and the relevant tools with empowering the human side of the industry. To have the right team who is knowledgeable and aware of innovative technologies, knows how to implement these tools together with all the positive sides of the Human nature- empathy, care and respect.
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