Impact of insurance self-care tools on French advisors' tasks

Internet has become an important component in the insurance sector, especially since self-care tools have been developed in the last few years, allowing policyholders to carry out certain procedures online, without the assistance of an advisor. Therefore, 59 percent of the advisors surveyed no longer send certificates, as clients can now get access to them from their online personal space.

As new tools allow clients to manage certain tasks themselves, which are the ones that insurance advisors no longer perform (or less)?*

Characteristic	Share of services
Acquisition of a certificate	59%
Declaration of change in personal situation	45%
Claims reporting	39%
Product information requests	36%
Complementary guarantees addition	10%
Other	4%
Do not know	12%

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Release date

February 2018

More information

Region

France

Survey time period

October 2-19, 2017

Number of respondents

114 companies

Special properties

10 insurance companies, 53 mutual insurance companies, 47 brokers and 4 provident institutions

Method of interview

Online survey

Supplementary notes

* This question was phrased by the source as follows: "Quelles tâches les conseillers n’effectuent plus (ou moins), les outils permettant aux clients de les gérer eux-mêmes ?"

Multiple answers were possible.

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