The Nudge Theory of Behavioral Science and Insurance

What is the Nudging?

Richard Thaler, the father of behavioral economics, and 2017 Nobel Prize winner, in his core work on ‘nudges’ suggests — that the investment in anything, where the costs are borne now, but the benefits borne later result in most people doing extremely little. It is a common problem. We know what is good for us, but we don’t always do it. Unfavorable behavior like procrastination, a preference for instant gratification over longer-term benefits emanate from this.

Nudging Consumers to Choose Insurance Products

Simply saying, “digitize your paper-based insurance processes, tomorrow will be better we promise,” might not be enough, and nudging can prove to be an effective catalyst for increased digitization in insurance as well.

  • The acceptance rate of the customers’ liability counterparties, known to be difficult to convince, increased from around 10 percent to around 30 percent.
  • And when nudging was rolled out across its entire claims operation, a claims ratio decrease of 2 percent for motor via a reduction of claims cost was seen.

Product Design

New, simple, understandable insurance products that promote customer trust can benefit from built-in nudges designed to improve customer satisfaction and retention. For instance, it can help insurers tackle what is known as projection bias — the tendency of a policyholder to cancel a contract after a lengthy period without claims. By including a cooling-off period in the product’s cancellation policy, customers who would otherwise impulsively cancel coverage have the space to change their minds and keep their contracts. The potential of nudging in the design of property and casualty (P&C) policies is even higher, as these decisions are often driven by emotion.

Claims

Nudging can increase customer acceptance of settlement or repair recommendations. It can also help prevent fraudulent claims and engage customers in loss prevention. Techniques, such as suggesting a package of prevention measures, instead of promoting each measure individually may be effective for P&C.

Sales

Nudging customers is common in sales across various industries to increase customer satisfaction, confidence in the quality of the product, and overall trust in the provider to resolve issues quickly. Applications like matching customers with company representatives from similar demographic or psychological profiles are in practice. Industries that employ nudging techniques have increased cross selling by as much as 30 percent.

Ecosystem Building

Linking insurance offerings to a much broader range of partner products and services is seeing widespread adoption by providers. Such ecosystems have become crucial for wider customer acquisition on digital platforms, with ecosystems built around smart homes, health and wellness etc. Nudging can be particularly useful in building insurance ecosystems, as participants can refer their customers to relevant partners. Especially, over digital channels, nudges can be easy to implement and personalize, making nudges quite impactful.

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