The “new” client of the insurance company is a person who has adapted his life to the changed realities, said a member of the Board – Head of the Agency and Office Sales Block of Rosgosstrakh at the conference “InsurSelling-2024. Insurance Sales – Potential and Prospects” held on March 21 in Moscow. Julia Shabanova.

Shabanova noted that after the Covid-19 pandemic, Russians paid close attention to their health, and due to job loss and increased cases of fraud and cyber risks, people began to take the issue of protecting their finances more seriously.

“People began to doubt the stability of the world and stopped feeling confident in the future,” noted the manager of Rosgosstrakh.

According to her, in the new realities, when making a decision on insurance, clients take into account a number of factors, such as simplicity, accessibility, speed, a sense of trust in the insurance company and support from it, as well as the ability to choose an insurance product “according to their own rules.”

“As the client changes, we change. Our traditional sales channels have received new challenges: a “new” client, insurance fraud, legislative and economic restrictions. All this has led to the accelerated development of alternative channels (aggregators, digital solutions), the need for import substitution and, in general, to changing the insurer’s development strategy,” emphasized Shabanova.

The manager added that the pandemic showed the agency sales channel the need for digitalization. The “new” client must be provided with the opportunity for full remote service. In addition, insurers today have to build an entire “virtual” company with appropriate support, training and mentoring,” noted a representative of Rosgosstrakh.