数字时代负责任地使用数据：客户期望和保险公司的回应

Isabelle Flückiger,former Director New Technologies and Data, The Geneva AssociationKai-Uwe Schanz,Head of Research & Foresight, The Geneva AssociationResponsible Use of Datain the Digital AgeCustomer expectations and insurer responses 2www.genevaassociation.orgThe Geneva AssociationThe Geneva Association was created in 1973 and is the only global association of insurance companies; ourmembers are insurance and reinsurance Chief Executive Officers (CEOs). Based on rigorous research conductedin collaboration with our members, academic institutions and multilateral organisations, our mission is toidentify and investigate key trends that are likely to shape or impact the insurance industry in the future,highlighting what is at stake for the industry; develop recommendations for the industry and for policymakers;provide a platform to our members, policymakers, academics, multilateral and non-governmental organisationsto discuss these trends and recommendations; reach out to global opinion leaders and influential organisationsto highlight the positive contributions of insurance to better understanding risks and to building resilient andprosperous economies and societies, and thus a more sustainable world.Photo credits:Cover page – Audio und werbung / Shutterstock.comGeneva Association publications:Pamela Corn, Director CommunicationsHannah Dean, Editor and Content ManagerPetr Neugebauer, Digital Media ManagerSuggested citation:The Geneva Association. 2022.Responsible Use of Data in theDigital Age: Customer expectations and insurer responses.Authors: Isabelle Flückiger and Kai-Uwe Schanz. October.© The Geneva Association, 2022 All rights reservedwww.genevaassociation.org ContentsForeword1Executive summary2Introduction2.1The rise of personalisation in insurance2.2The concepts of fairness and non-discrimination3Personalised insurance coverage: Boon or bane?3.1Opportunities3.2Challenges4Best practices for the responsible use of data by insurers4.1Collection and use of data4.2Data governance4.3A holistic framework for trust in the responsible use of data5Conclusions and recommendationsReferences 101016 3Responsible Use of Data in the Digital Age: Customer expectations and insurer responses78111515171921 4www.genevaassociation.orgAcknowledgementsThis publication is a product of the New Technologies & Data work stream of TheGeneva Association, sponsored by Lee Yuan Siong, Group Chief Executive and Presidentof AIA Group.We are very much indebted to the members of the Working Group, established insupport of our New Technologies & Data research activities, for their valuable inputto this report: Biswa Misra (AIA Group); Michael Drobac (AIG); Esra Öge (AKSigorta);Ashley Howell, Owen Morris (Aviva); Camille Nibéron, Sarah El Marjani (AXA);Raman Murali (Chubb); Noriyoshi Hosokawa, Shin Nakayama, Jiro Kamiko, Atsushi Izu(Dai-ichi Life); Bruno Scaroni, Gianfranco Vecchiet (Generali); Chris Dolman (IAG);Chris Reid (Intact Financial Corporation); Hiroyuki Hara, Toshifumi Takase (Nippon Life);Karl Stanley (RenaissanceRe), Véronique Dorval (Sun Life); Lutz Wilhelmy, Rainer Egloff,Caleb Rockstone (Swiss Re); and Adriano Chioetto (Vittoria Assicurazioni).In addition, we would like to thank the interviewees who kindly shared detailed insightsinto their projects and companies, namely: Timothy Beardsall, Andre Hermans,Sander van den Berg (AIA Group); George Argesanu, Fabrice Brossart, Michael Drobac,Mark Schaltuper (AIG); Marco Beria (Allianz); Chaouki Boutharouite, Marcin Detyniecki(AXA); Duncan Minty, Mark Klein (ERGO); Alessandro Bonaita, Steven Zuanella(Generali); Ian Brealey, Chris Dolman (IAG); Frank Schiller, Massimo Cavadini (MunichRe); Hugh Barrett, Robert Huntsman, Roman Gabriel, Nils Gyllenhammer, Joel Larson,Stephen McDougall, Brian Matthew Smith, Maya Zamor (Prudential Financial);Birny Birnbaum (The Center for Economic Justice); Arthur Charpentier(Université du Québec à Montréal); Paolo Giudici (University of Pavia); andBarbara Prainsack (University of Vienna). 1.Executive summaryAdvancements in technology have opened up exciting new possibilities in data col-lection, analysis and usage. Recent developments in data availability, data analytics,artificial intelligence (AI) and computing power have created the potential for cus-tomer risk profiles to be more detailed and nuanced than ever before. This presentsboth opportunities and challenges for insurers and their customers.More granular data can improve risk assessment and risk management. This mayincrease the availability of and access to insurance, especially for underservedcustomer segments with difficult-to-assess risk profiles. The ‘data revolution’ canalso promote the affordability of insurance, on the back of much-enhanced lossprevention that is facilitated by devices and wearables. In addition, it can benefitcustomers’ financial well-being by preventing losses which would otherwise remainuninsured. Based on advancements in data granularity, insurers can also