Utjecaj COVID-19 krize na tržište osiguranja uz razradu primjera digitalizacije

master's thesis

• Title (english): The impact of the COVID-19 crisis to the insurance market with the development of example of digitalization
• Author: Daniela Sabljak
• Mentor: Maja Mihelja Žaja (mentor); MBZ: 295693
• Committee member: Mihovil Anđelinović (predsjednik povjerenstva)
• Committee member: Jakša Krišto (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Finance); Zagreb
• Defense date and country: 2021-09-29, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Finance

Abstract

Industrija osiguranja jedna je od industrija koja ima značajnu ulogu u gospodarstvu određene zemlje te njena razvijenost značajno utječe na rast i razvoj gospodarstva zbog čega joj se posebna pozornost pridaje u izazovnim vremenima kao što je pojava pandemije COVID-19 bolesti. Svrha ovog rada je istaknuti važnost osiguranja i mogućnosti digitalizacije osiguranja. Cilj je, koristeći sekundarne izvore podatka, istražiti situaciju na tržištu osiguranja u Republici Hrvatskoj, utjecaj pojave COVID-19 bolesti na tržište osiguranje i digitalizaciju osiguranja, stanje i mogućnosti korištenja tehnologije u osiguranju te dodatnim anketnim upitnikom istražiti percepciju ljudi o digitalizaciji u osiguranju. Provedenom analizom dolazi se do zaključka da je pojava pandemije COVID-19 bolesti, uz ostale aspekte tržišta osiguranja, izrazit utjecaj imala na njegovu digitalizaciju zbog primoranosti prebacivanja poslovanja osiguratelja na rad na daljinu što je rezultiralo i rastom svijesti osiguratelja o važnosti digitalizacije poslovanja. Tehnologija danas više nije samo pomoć u radu već strateški element za rast konkurentnosti. Postepena promjena u digitalizaciji osiguranja se dogodila koliko je to bilo moguće u ovo vrijeme, a očekuju se daljnje promjene koje će uporabom tehnologije dovesti do promjene načina na koji se proizvodi osiguranja prodaju, promjene obrade i uporabe podataka o klijentima te će dovesti do veće personalizacije što će onda promijeniti korisničko iskustvo i donesti vrijednosti. Iako prevladava nešto niže povjerenje u online usluge osiguranja nego što je u online bankovne usluge i još uvijek veće povjerenje u klasične kanale ugovaranja osiguranja, prema provedenom anketnom upitniku može se reći da korisnici podržavaju i da su spremni na digitalizaciju osiguranja.

Abstract (english)

The insurance industry is one of the industries that play a significant role in the economy of a country. Its development significantly affects the growth and development of the economy, which is why special attention is being paid to it in challenging times such as the COVID-19 disease pandemic. The purpose of this paper is to emphasize the importance of insurance and the possibility of digitalization of insurance. The aim is to use secondary data sources to investigate the situation on the insurance market in the Republic of Croatia, the impact of COVID-19 disease on the insurance market, and digitalization of insurance, the state, and possibilities of using technology in insurance. The thesis contains an additional questionnaire to investigate people's perception of digitalization in insurance. The analysis has lead to the conclusion that the outbreak of the COVID-19 disease pandemic, along with other aspects of the insurance market, has had a significant impact on its digitalization due to the compulsion of insurers to switch to remote work, which has also resulted in growing insurers' awareness of the importance of business digitalization. Today, technology is no longer just a work aid, but a strategic element for the growth of competitiveness. A gradual change in the digitalization of insurance has occurred as much as possible at this time. In the future, we can expect further changes that will use technology to change the way insurance products are sold, the processing and use of customer data, and lead to better personalization. That will result in changing the user experience and bring value to it. Although slightly lower trust in online insurance services prevails than in online banking services and still higher trust in traditional insurance contracting channels, according to the survey, it can be said that users support and are ready to digitize insurance.

• Keywords: tržište osiguranja; Republika Hrvatska; pandemija COVID-19 bolesti; digitalizacija
• Keywords (english): insurance market; Republic of Croatia; COVID-19 disease pandemic; digitalization
• Language: croatian
• URN:NBN: urn:nbn:hr:148:627871
• Study programme: Title: Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access; Embargo expiration date: 2022-09-29
• Created on: 2021-09-29 08:47:46