Utjecaj digitalizacije na transformaciju sektora osiguranja

master's thesis

• Title (english): The impact of digitalization on the transformation of the insurance sector
• Author: Ivana Šendulović
• Mentor: Maja Mihelja Žaja (mentor)
• Committee member: Mihovil Anđelinović (predsjednik povjerenstva)
• Committee member: Marija Davidović (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Finance); Zagreb
• Defense date and country: 2024-09-27, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Finance

Abstract

Kako se Covid-19 pandemija razvijala tako su osiguratelji bili prisiljeni da način poslovanja promjene preko noći te da ubrzaju proces digitalizacije. S prvim lockdown-om ljudi su zavisili od online usluga pa na taj način i prihvatili digitalni svijet kao novo „normalno“. Digitalna transformacija, sa sobom donosi niz promjena za društvo u cijelosti pa tako i financijski sustav nije izuzetak. Za sektor osiguranja ovakve promjene stvaraju nove prilike, ali i nove nepredvidive opasnosti. Prednosti su vidljive u promjenama lanca vrijednosti osiguranja te se mogu očitovati kao povećanje brzine i efikasnosti, kvalitetnija korisnička podrška, automatizacija naplate ili rano otkrivanje prijevara, sumnjivog ponašanja i transakcija. Tehnologija, koju pokreću podaci ubrzano transformira lanac vrijednosti osiguranja. Podaci su oduvijek bili ključni za poslovanje osiguratelja, a razvijeni algoritmi efikasnije prikupljaju i obrađuju veliku količinu podataka te time doprinose unapređenju proizvoda osiguranja. S druge strane digitalizacija i implementiranje nove tehnologije u poslovne modele osiguratelja predstavlja regulatorni izazov za nadzorne institucije. Cilj je stvoriti okruženje koje potiče inovacije, a ne ugrožava integritet potrošača na tržištu osiguranja. Iako je digitalna transformacija jedan od glavnih strategijskih ciljeva osiguratelja, sektor u cijelosti zaostaje u tom procesu u odnosu na ostale financijske sektore zbog nedostatka pravilnog regulatornog okvira. Također, pitanje regulacije je važno i za problem brzorastućih digitalnih rizika. Rano otkrivanje opasnosti koje se kriju iza digitalnih rizika je važno za stvaranje digitalnog povjerenja potrošača.

Abstract (english)

As the Covid-19 pandemic developed, insurers were forced to change their way of doing business overnight and to speed up the digitization process. With the first lockdown, people depended on online services and thus accepted the digital world as the new "normal". Digital transformation brings with it a series of changes for society as a whole, so the financial system is no exception. For the insurance sector, such changes create new opportunities, but also new unpredictable dangers. The benefits are visible in the changes in the insurance value chain and can be manifested as an increase in speed and efficiency, better customer support, billing automation or early detection of fraud, suspicious behavior and transactions. Data-driven technology is rapidly transforming the insurance value chain. Data has always been key to the business of insurers, and developed algorithms more efficiently collect and process a large amount of data and thereby contribute to the improvement of insurance products. On the other hand, digitization and implementation of new technology in the business models of insurers represents a regulatory challenge for supervisory institutions. The goal is to create an environment that encourages innovation and does not threaten consumer integrity in the insurance market. Although digital transformation is one of the main strategic goals of insurers, the sector as a whole lags behind in this process compared to other financial sectors due to the lack of a proper regulatory framework. Also, the issue of regulation is important for the problem of rapidly growing digital risks. Early detection of the dangers hidden behind digital risks is important for creating digital consumer confidence.

• Keywords: osiguranje; digitalizacija; digitalna transformacija; digitalne inovacije
• Keywords (english): insurance; digitalisation; digital transformation; digital innovations
• Language: croatian
• URN:NBN: urn:nbn:hr:148:131492
• Study programme: Title: Business economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: sveučilišni magistar ekonomije/sveučilišna magistra ekonomije (sveučilišni magistar ekonomije/sveučilišna magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2024-09-30 19:05:25