Whereas product design—together with know-how and structure capabilities—is foundational for carriers to play within the embedded insurance coverage area, strategically leveraging the agent will exponentially enhance the chance of an embedded product’s success. We imagine brokers may play a significant position in embedded insurance coverage distribution, driving gross sales and capturing alternatives to cross-sell and upsell.
In our final put up, we offered an outline of the evolution of embedded insurance coverage because it expanded from “model 1.0”—buying life insurance coverage on the airport earlier than a flight—by way of “model 2.0” and “model 2.5” wherein know-how and on-line commerce pushed embedded insurance coverage in the direction of its present iteration, “model 3.0.” We outline “model 3.0” as insurance coverage that’s offered as a part of one other business transaction. Shopping for auto insurance coverage from an OEM or residence insurance coverage by way of an actual property brokerage are examples we’d contemplate to be embedded insurance coverage 3.0.
On this put up, we’ll spotlight why we imagine brokers are important to reaching extra with embedded and description the potential implications for carriers, embedded distributors and brokers themselves.
The connection between prospects, brokers and embedded
Inside an embedded insurance coverage transaction, there are two merchandise current: the first product, which is the unique services or products that the buyer sought to buy, and the hooked up product, which is the insurance coverage product offered inside the major services or products transaction. Ideally, the shopper interacts with each the first and hooked up product by way of a single unified expertise.
Presently, most embedded insurance coverage transactions are carried out by way of digital/direct relatively than agent-led distribution channels. We imagine this can be a results of three market dynamics:
- Shoppers favor to seek the advice of an agent as a trusted information for a majority of non-public strains merchandise. Shoppers fear concerning the “threat of being mistaken” in the case of the sort or high quality of protection they bought. Meta discovered that 65% of auto insurance and 71% of property insurance purchases are still happening over the phone or at an agent’s office. They also found that though 32% of buyers discovered auto insurance options online, 40% turned to an agent to determine which product was right for them.
- Embedded insurance has a larger share in lower-cost products, where agents don’t typically get involved. The more valuable the insured items are, the more customers want to consult with an agent who can provide personalized recommendations. Most embedded insurance offerings provide policies that don’t cost a lot and tend to cover things with limited value or come in where state-specific coverage includes some level of consumer protection.
- Primary product providers usually have a strong desire to control the customer experience. This tension between the primary product vendor and the carrier offering the attached products inevitably results in slower development of embedded offerings as changes to the attached product are negotiated or the primary product provider makes the decision to create their own insurance product. Primary product vendors have resolved this by developing their own insurance product (like Tesla) or forming an exclusive partnership to offer insurance to customers—as is the case with online used car marketplace Carvana’s insurance offering constructed with Root Insurance coverage Firm.
As carriers have pursued embedded methods, these market forces have created limitations to adoption and profitable activation of embedded insurance coverage. These obstacles have additionally led to sluggish progress educating and upskilling brokers to grab the alternatives embedded creates.
Understanding the place brokers slot in embedded distribution
The place the seller of the first product is targeted on promoting their providing and controlling their buyer expertise, the agent can act as an advocate for the hooked up insurance coverage product, boosting conversions. A possible use case is renter’s insurance coverage (the hooked up product) offered by way of the property rental course of (the first product). Leveraging embedded rental insurance coverage has the potential to permit the service to seize further buyer segments and develop general market share.
Rental insurance coverage is a product that’s comparatively easy in nature, with low prices and low margins. Nonetheless, it interacts with different insurance coverage merchandise that the shopper may personal (e.g. auto or pet insurance coverage). As an embedded product, it creates important alternatives for cross-selling at any level within the buyer journey. On this manner, embedded rental insurance coverage can act as a gateway for brand new prospects—notably a youthful demographic who usually tend to hire—to study and buy further insurance coverage merchandise from the service.
Whereas the embedded associate (the rental dealer or property administration firm) might clearly have an incentive to market and promote the hooked up insurance coverage product, it’s at finest adjoining to their core enterprise. The service is then answerable for advertising the insurance coverage product and making certain gross sales are occurring alongside a buyer journey they could or might not be in command of. That is the place the agent is available in.
We imagine that inserting an agent inside the major product will result in a more practical gross sales funnel. As a result of a product like renter’s insurance coverage interacts with different merchandise, it creates the necessity for recommendation round an entire threat profile: how the protection will shield the shopper and the place there could also be gaps or overlaps in protection. The agent is uniquely positioned to capitalize on the interactions between varied insurance coverage merchandise. Although the commissions on the hooked up product may be low (as can be the case with renter’s insurance coverage), cross-selling and upselling potential would incentivize the agent to information prospects to purchasing a set of merchandise that meet their wants—which may in the end result in greater commissions general.
The distribution technique for embedded merchandise is very versatile and must be tailor-made to the first product it’s hooked up to. It’s vital for carriers to evaluate the place and when it’s acceptable from the shopper’s standpoint and worthwhile for the enterprise to leverage an agent.
For instance, guarantee and alternative insurance coverage for a easy e-commerce product like a VR headset may very well be provided on the level of sale with out agent help. As a result of the first product is an easy buy, prospects additionally aren’t more likely to want steering from an agent and there are fewer cross- and upsell alternatives. Such a product may be marketed through digital channels and focused at a digitally-native millennial viewers. Carriers can reap the benefits of the retailer’s digital channels and associate with the retailer to create a seamless expertise between the manufacturers. We see one of these mannequin as a defensive play with much less of a deal with development. With the precise placement, carriers can attain new prospects they could not in any other case have captured.
Key concerns for putting the agent in embedded
To see development by way of the embedded insurance coverage channel, carriers should take note of the connection between agent and embedded as a core a part of their technique growth. When figuring out the place brokers match within the embedded technique, key concerns embrace:
- Are your constructing embedded insurance coverage merchandise for defensive (rising share) or offensive (stopping share erosion) functions?
- Do you perceive buyer buy preferences for various kinds of merchandise?
- Will prospects want to know how the product interacts with different insurance coverage merchandise they could personal?
- What segments of the market is that this new embedded product designed for and the way does that match along with your present buyer base?
- Will the product be marketed solely to “new” alternatives at level of sale, or will current prospects of the first product vendor be marketed to as effectively?
These concerns will assist carriers decide the place and methods to deploy brokers to assist buyer expertise and gross sales by way of the embedded channel. Interested by how the agent propels the shopper journey from the get-go will allow carriers to develop embedded insurance coverage experiences that actually stand out to prospects.
In the event you’re trying to discover methods to weave embedded insurance coverage into your present distribution technique, we’d love to talk with you. Get in contact with Bob Besio and Scott Stice.
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