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Behavioral Analytics in Insurance Shailesh Dhuri
Executive Director
Member of Advisory Group on
Data Science & Analytics, IAI
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2w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Speaker profile
Mr. Shailesh Dhuri Founder: Decimal Point Analytics
Founded Decimal Point Analytics to transform investment and financial businesses
Passionate about integrated technology transforming businesses
More than 25 years of experience in Entrepreneurship and Fund Management
Associated with companies such as UTI, Credit Agricole Indosuez, Ceat Financial Services
Started India's first money market mutual fund
Part of a team to start India’s first Private sector commercial bank
Instrumental in starting India’s first private sector primary dealership in India in 1994
Part of a team to install first chip and pin ATM in the entire world
MBA (IIM), PRM, FRM, CFA (India), CWA, B.com. Mumbai (India)
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The Insurance Industry will Lead the Disruption in Financial Services
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Open Insurance
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5w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
What is Open Insurance?
Open APIs
Open Marketplace
InterfaceOpen Insurance
Third-Party Access to Data Through Application Programming Interfaces (APIs).
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6w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Open Insurance will Bring Revolution In The Industry
Customers
Proprietary Apps
Private API
Insurance Domain
Closed Ecosystem Open Insurance Integration in Open Ecosystems
Allows to Gather New Data Attributes and Discriminators
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7w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Collaboration will Be The New Way Of Doing Businesses
Internal
Partner
Public
Public/OpenAPIs used by external partners and developers who build innovative apps and products
Innovation through engaging developer communityExtended Market Reach
Partner/B2BAPIs used by business partners, including suppliers, providers, resellers, and others for tighter partner integration.
Reduced Partner Costs API Monetization Enhanced Security
InternalAPIs are used by developers within enterprise
Cost ReductionOperational Efficiency Enhanced Security
Model Type Attributes
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8w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Different Types of Insurance will Available Under this Ecosystem
Car Dealer AppsSell car insurances
Real Estate AppsSell home insurances
Travel AppsSell vacation/travel
insurances
Luxury Good Dealer AppsSell policies to insure specific object or allow to review home insurance
IT Protection Websites Like Firewalls, Virus-Scannerssell cyber-security insurances
E-Commerce Appssell insurances for delayed or no delivery (insure the company selling product or customer receiving the product)
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Customers will have Full Control of Data
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10w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
The Digital Self
Open Insurance
Open Banking
Open Investment
Open Healthcare
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11w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
The Digital Governance
DigitalGovernance
Security & consent
Policies & Laws
Dx & API CareAPI Governance
Rules & Regulations
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12w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
The Personal Data Protection Act (DPA) has Given Rights to the Customer
Decoding the Data Protection Bill
What it Means for Consumers
DATA can be processed or shared by any
entity only after consent.
THE customer can allow third party to use
specific data present in the ecosystem.
All data to be categorized under three heads
general, sensitive and critical.
The Government & Regulatory Role
GOVT will have the power to obtain any user’s
non-personal data from companies.
THE bill mandates that all financial and critical
data has to be stored in India.
SENSITIVE data has to be stored in India but
can be processed outside with consent.
What Companies need to do
SOCIAL media firms to formulate a voluntary
verification process for users.
SHARING data without consent will entail a
fine of 15 crore or 4% of global turnover.
DATA breach or inaction will entail a fine of 5
crore or 2% of global turnover.
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13w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
How DPA is Different from GDPR
DPA GDPRIssue
Child Consent
Automated Decision Making
Data subject Rights
Privacy vs Freedom of Expression
Scope
A child can consent to data processing at age of 13
DPA allows whenever there are legitimate grounds and safeguards are in place to protect individual
rights and freedoms
These rights can be ignored if compliance with these rights would seriously impact an
organization's ability
DPA provides an exemption from certain requirements of personal data protection for
publication in the public interest
Applies to the processing of personal data within the territory of India and body of persons
incorporated under Indian law
A child can consent to data processing at age of 16
GDPR states that data subjects have a right not to be subject to automated decision making or
profiling
GDPR ensures that all data subjects have rights in relation to the processing of their personal data
GDPR gives Member States scope to balance the right to privacy with the right to freedom of
expression and information
Applies to any organization holding and processing EU citizen personal data, even it is not based in the
EU
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14w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Opportunities and Threats for the Insurance Industry
Stimulate Innovation in Product Development
New Revenue Streams
Better Customer Engagement
Economies of Scale
Sustainable Service Model
Potential Operating Efficiencies
Data Privacy Breaches
Low Entry Barrier for New Players
Limited Differentiation
High Competition
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Insurance Portability
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16w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
The Potential Benefit of Open Insurance is Insurance Portability
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17w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Data Portability at the Core of Insurance Portability
To ensure that customers could keep their benefits even with the new Insurance company
To avoid repetitive procedures- The policyholder must again submit all the required documents
To reduce portability time- Porting a policy takes the same time as issuance of a new policy
To protect their private data
Why Data Portability is a Must for Insurance Portability ?
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Peer-to-Peer (P2P) Insurance
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19w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Peer to Peer Insurance Model
Peer-to-Peer (P2P) Insurance is a Risk Sharing Network where a Group of Individuals Pool their Premiums Together to Insure Against a Risk.
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20w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Lemonade: P2P App Gives An Insurance Quote in Less Than Three Minutes
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21w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
TROV: On-Demand Insurance for the things You Love
Easily Collect Details About Your Things
Choose the Price that’s Right for You
Swipe to Protect Just What’s Important to You
Claims are as Easy as Sending a Few Text Messages
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22w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Data is at the Core of New Disrupting Innovations
Data science to transform and accelerate core insurance functions
Common data platform brings new dimensions
Value of data has increased with the use of AI & ML
External data is transformative for the insurance industry. E.g. sensors, wearable devices
Regulators have put regulations for data governance4 5
1
2 3
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Big Data Explosion will Transform The Role Of Actuaries
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24w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Actuaries were the First to Handle Big Data to Underwrite the Premium
Use math, Statistics, & Financial Theory to Collect & Analyze Data
Expansion of their techniques is machine learning which can consider large variables for better decision
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25w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
But Premium Rationality is Often Questionable
Applicant A
35 Years Old
Goes to Gym Everyday
Yearly Routine Health Check
Ups
No Ailments
Healthy and Fit
No Adverse
DisclosurePremium Rs 1,000
Applicant B
35 Years Old
No Physical Activity
Back Pain On and Off
Diagnosed with
Hypertension
Recommended Blood Test
No Adverse DisclosurePremium Rs 1,000
No Rationality on Premium No Cross-Selling Opportunities No Tailored Product Result
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26w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
For Instance High Intensity Athletes are Overpaying for Life Insurance
Temperature : 99.2O
Heart Becomes Enlarged Because It Has Adapted To Intense Training.
Rewarding individuals living healthier lifestyles
Pulse: 86 BPM
Medication Administered 10ML (2TSP) Acetaminophen
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Time for Insurers to Change the Blueprint
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28w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Change is Coming Across the Value Chain
Standard processes
automated with robots
complementing the
traditional workforce
Focused on creation and
communication of business
insights and higher-value
analytical tasks
Highly connected teams
across actuarial, finance,
risk claims and underwriting
teams
Information interpreters
and data and analytics
champions supporting new
products and offerings
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29w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Insight into the Expected Changes in the Value Chain
1
25
34
Data Flows Through APIs
AI Based Analytics
BI Dashboards for Real-
Time Control of Process
Product Development
Customized products
Sum insured through usage- based
information
Sales & Distribution
Straight through processing (STP)
Underwriting
Competitive pricing
Flexibility to improve factors such as driving
behavior
Policy Administration
Reduce the time taken for customer
identification
Use of chatbots and virtual assistants
Personalized services round the clock
Claims Management
Automated claims filing and
processing using intelligent data
capture and analysis
Reduction in time taken for claim
validation and payment processes by
using image analysis algorithms
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30w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
From Evolving Customer Journey
The Customer Journey
Travel ToBranch
Meet With Representative
Wait To ReceiveDecision
Travel BackTo Branch
ReceiveFunds
Weeks
Minutes
Apply Via Mobile Phone Get Approved And Receive Funds Instantly
Traditional VS Digital
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31w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
To Changing Customer Characteristics and Preferences
Tech Savvy
Difficult to Satisfy
Socially Active
Seek Inter-connectivity
Seek Comprehensive Coverage
Digital Touchpoints, Ease of Use and Faster Service
Personalization of Services
Ease of Accessing and Sharing Data
Seamless and Omnichannel Access
End-to-End Risk Solutions
Characteristics Preferences
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Behavioral Analytics will Help Actuaries to Know Customer Closely
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33w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Transform the Business Decision Making
Customer Data Analytics Insight DecisionImproved
Performance
It all starts with customer data, no
matter the format or provenance
(internal/external-see social media)...
...You can then apply machine learning
algorithms to analyseeven complex data
relationships...
...and gather meaningful insights
about our customers' behaviours, attitudes
and needs....
...this helps to make informed and better
decisions...
...and achieve a competitive advantage
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34w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
And Create a Unique Value Proposition
High Acquisition Rate
High Renewal Rate
Better Pricing
Cross Selling Opportunities
Better Profitability
Seamless Claims Management
Low Fraud Rates
Insurance Companies
Society
Better Risk sharing mechanisms
Low interlinked Risk
Better Resource Allocation
Personalized Product
Dynamic Premium
Faster Solution
frictionless Purchase Journey
Customer Experience
Customer Satisfaction
Customers
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Digital Data will Help Understand Customer Behavior
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36w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Digital Data Is Coming from Web-Connected Devices
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37w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Wearables Helps to Monitor Health Risks Associated with Profile
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38w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Auto Tracker Is Revolutionizing Auto Insurance
Reduce Maintenance Costs
Measure Individual Risks
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39w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Smart Homes with Sensor Tells the True Picture
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40w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Google Nest API Allows Insurer to See Whether Fire Alarm Is Working
API’s
Integrating API
INSURANCE COMPANY
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41w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
FAStag will Give Insights Into the Driving Pattern
Driver In And Exit Timing
Car Using Frequency
Driver Recharge History
Vehicle Registration Number
Speed
KM Travelled On Highway
Driver Spending Pattern
Car Insurance Due Date
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Transformation will Occur in the Insurance Industry
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43w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Dynamic Premium and Personalized Product will be Offered to Every Customer
Credit Score
Previous Policy Claims
Premium History
Age
Income
location
Health Monitoring
Driving Style
lifestyle
Purchasing pattern
Social Media Activity
Brandinteraction
MachineLearning
AIPredictive Analytics
Dynamic Premium
Personalized Product
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44w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Unique Pre-Approved Deals will be Offered
Premium History
Social Media Activity
Demographics
Purchasing pattern
Brand interaction
Preferences & Interest
A
B
C
D
Product
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45w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Persistency and Renewal Rates will Improve
Help Forum14.5MB
Web Chat4.8M
Web Support Article1M
Customer Care Call15.2M
Mobile App Chat4.7M
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46w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Identification of High Claims in Future can be Possible
Social Media Activity
IOT Data
Lifestyle
Decision TreeTechnique
Random Forest TechniqueDetect Abnormal
Behavior Patterns
Risk Prioritized Alerts in Real Time
Identifies High Risk Profiles
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47w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Textual Analytics will Enable to Identify Probable Fraudulent Behaviour
Applicant A Chatbot
Hi, How may help you?
Can I file for claims on from the next day I purchase a policy.
How many times in a year can I file for claims
What proportion of money of the total claim I can get
: Answer
: Answer
: Answer
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48w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Textual Analytics to Predict Where/When Riot is Likely to Happen in the Future
Data Sets
Predictive Riot starts with large amounts of data on past events and factors that may influence people.
Analyze Data
System searches for patterns and correlations in past riot data
Network Analysis
System analyzes the social media and other news for people’s sentiments
Predictive Maps
An algorithm predicts where/when riot is likely to happen in the future..
Impact of Riots
An algorithm identifies probable impact of riots
Insurance Company
Companies increase their premium of their products based on the sensitiveness of the area.
Underwriters
Underwriter evaluate the risk, and build the premium
Predicting Riot hot spots
Predicting events and factors
Response
Response
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49w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Applied for claim on
Friday
Starting my Trekking with
My Friends
Leaving for Austria for
Exciting Adventures
Using Social Media to Fight Insurance Fraud
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50w w w . d e c i m a l p o i n t a n a l y t i c s . c o mCONFIDENTIAL
Increasing Drone Usage For Fast Claim Inspection and Settlement
Mining
3.4%
Telecommunications
5.0%
Insurance
5.3%
Infrastructure
35.5%
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Emerging Models in the Insurance Space
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Emerging Business Models
Insurance Shopping Platforms
On-Demand Protection
Pay-As-You-Drive (PAYD)
Mile-Based Auto Insurance
Peer-to-Peer (P2P) Insurance
Usage-Based Insurance (UBI)
Pay-How-You-Drive (PHYD)
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Thank you!!