The biggest issues facing home insurance carriers today fall into two categories, according to George Hosfield, Senior Director of Home Insurance for LexisNexis Risk Solutions. Consumer expectation is driving changes to the customer experience as well as changes to the experience for agents. Mr. Hosfield says much of that is driven by “upstart insurtech” companies raising the bar, and general expectations from external forces, such as Amazon.

Data and analytics are also driving a lot of change. There is so much more data available from IoT (Internet of Things) and other data assets. Insurers now apply more data science to assess the data to improve ratings and underwriting performance.

Mr. Hosfield sees opportunities in the customer experience arena, using data to facilitate the buying process. He advises insurance carriers to focus and start simple to avoid “paralysis by analysis.”  Trial and error is expected.

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