2019 Executive Outlook | Louis Gagnon, Intact

Canadian Underwriter approached Canadian P&C industry executives with two questions:

1) What is the single most important change the industry must make looking forward into 2019?

2) How might this change be brought about?

Their answers, featured in our 2019 Executive Outlook, may provide you with insight as you set your own agenda for change.

Louis Gagnon, President of Canadian Operations, Intact Financial Corporation

Software, data and mobile technology are transforming the way we interact, gather and share information, and how we live. Customers’ expectations are changing. Our industry needs to up its game, be more agile and deliver what customers expect – or risk being made irrelevant.

Intact has focused on transforming the customer experience for several years now, leveraging technology to make lives easier for customers. Our digital tools – apps, Client Centre, quick quote tools for home, auto and small businesses – are intended to save customers and brokers time, allowing brokers more time to focus on professional advice and bringing value to clients.

Over the past decade, we’ve invested significantly to improve the customer experience and strengthen the broker value proposition. By investing in machine learning, artificial intelligence and telematics, we’ll be better able to segment the risks we write and offer customers more tailored products that reflect their risk profile more accurately.

Technology will never replace the human touch, because insurance is about people. Intact will continue to be among the first on the ground in a catastrophe to help customers get back on track when they have a claim. Overall, customer experience will continue to differentiate our brands in the marketplace.