Unespa affirms that human contact "should never be lost" no matter how far digitization progresses

MADRID, 27 May. (EUROPA PRESS) -

The president of the Unespa insurance employers' association, Pilar González de Frutos, stated this Thursday that "as much as technology and artificial intelligence advance", human contact "should never be lost" because the consumer is always going to demand it. .

This has been stated in a recorded intervention that has been broadcast at the International Conference of the Insured Industry 2022, organized by the Association of Insurers of Chile.

Specifically, González de Frutos mentioned the campaign launched by Carlos San Juan in January of this year "against the coldness of financial institutions, especially towards older people".

"I guess it's wrong for me to say this, but the truth is that in the insurance sector we had already foreseen this", he stated, recalling that the Unespa executive committee had approved a "high-level" reflection called 'Conversing with the future ', aimed at analyzing the main strategic elements that insurance should currently take into account.

Thus, one of the conclusions of this reflection was that "no matter how much technology and artificial intelligence advance, human contact should never be lost, because the consumer will always demand it."

By way of example, González de Frutos has pointed out that the consumer wants to be able to report a claim "just by taking a photo with his mobile and sending it to an application", although "when he calls the entity's telephone number, he does not want a machine to answer him ".

However, he has highlighted the importance of digitization as one of the great challenges that the insurance sector must face, as well as transparency, public-private collaboration and sustainability.

Regarding transparency, he has indicated that modern legislation tends to "less is more", since they understand that what is really important is not that the information is a lot, "but that it is efficient". In addition, he has defended that transparency is also "revising the language" used in the interaction with clients, reviewing the communication channels and making the processes between the insurer and the insured easy, intuitive and direct.

Regarding public-private collaboration, González de Frutos has indicated that insurance has "a path ahead, which is to explain the benefits and the need" of this collaboration in the field of protection and has explained that the pandemic would have taught that there are risks "sufficiently universal and simultaneous that they are impossible to cover with classic mutualization mechanisms".

On the other hand, the president of Unespa has influenced the sustainability of the insurance sector and the regulatory pressure that is experienced in many areas of the world and, specifically in Europe, where legislators have adopted the "philosophy" of ensuring that some economic sectors are "bulrush" of the advancement of sustainable practices.

Thus, he has stated that European insurers are experiencing "notable regulatory pressure", with several novelties registered in the last two years and that "they will continue in the next 24", with a "particularly important" milestone such as the "full" completion in the European Union of the taxonomy of ESG (Environmental, Social and Governance) assets and products.