Transforming the insurance industry with RGA - from slow decisions to customer focus

May 1, 2019
DSA Team
In the insurance industry, known for its cautious approach and slow decision-making, embracing customer-centricity poses a significant challenge. This sector, often entrenched in traditional methods and lengthy deliberation processes, stands at a crossroads. The introduction of the Problem Framing methodology brings a much-needed catalyst for change.

Faced with inherent resistance to change, the insurance industry encounters numerous hurdles. First, there’s an absence of established practices for emphasizing customer needs. Second, the sector generally lacks a customer-focused mindset. Lastly, this shift necessitates strong support from top executives. To overcome these challenges, we partnered with RGA to unite leaders from insurance companies, typically bogged down in outdated processes and sluggish decision-making.

Our goal was clear: to make customer needs the focus of decision-making, thereby transforming how solutions are created in the insurance industry.

During a transformative one-day event in Dubai, UAE, executives from firms like Alliance Insurance, ADNIC, and Oman Insurance were introduced to Problem Framing. This approach helped them reinterpret their challenges, focusing on genuine customer needs and experiences. By crafting solutions rooted in these insights, we demonstrated the potential for a complete redefinition of possibilities in the insurance industry.

We concentrated on reframing critical healthcare issues. Utilizing tools such as empathy maps, proto-personas, and customer-centric problem statements, we enabled these leaders to view challenges from their customers' perspectives. This paradigm shift went beyond altering viewpoints; it was about revealing previously unrecognized opportunities and value.

Problem Framing has proven that a single workshop can substitute for months of fruitless stakeholder meetings. Our aim is to assist organizations in identifying their fundamental problems, deeply understanding customer needs, and ensuring team alignment. Problem Framing is not just a technique; it's a route to innovation and clarity in a rapidly evolving business world.

However, adopting a customer-centric mindset is an ongoing process that demands consistent practice, training, and appropriate frameworks. Integrating Problem Framing methods empowers organizations to discover new opportunities, tap into hidden potential, and devise impactful solutions that resonate with customers.