ZCom: Re-engineering a complex business around the customer
Rick Keen and Simon CarpenterC Space and Zurich Insurance Company
Summary
The Life Insurance industry is technically complex. The requirements of capital adequacy, controls, regulation and the long term nature of the contracts written, combine to create a risk-averse approach. This has served the sector well historically, but in doing so, the needs of the customer can sometimes been drowned out in the complexity of bringing products and services to market.
The lion's share of the Insurance market is highly established. Zurich Insurance itself is over 140 years old. Changing deeply...