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Staying ahead of the Cyber Juggernaut!

Between running two Tech events popped many a question (and some answers). Bangalore was about exploring “New World Governance & Risk Order:  Responding to Technology Disruptors!” Srikar Reddy, the keynote speaker, reminded of the compelling pull of the internet. As a result, everyone commenced parking everything on the World Wide Web. And then, suddenly we began witnessing the enactment of the ancient silk route! The free flow of global commerce started getting disrupted by the robbers and warlords. As a result one of the biggest businesses as on date, alluded Srikar, is about securing digital assets. There comes in Cyber Insurance, which literally continues to grope in the dark as of now.

Ahead of the announcement of Trump-Kim summit in Singapore just before the second event – this time a two day forum on Cyber Insurance in the Lion City – pilgrims at the Berkshire Hathaway AGM heard the ‘Oracle of Omaha’ pronounce his verdict. That there’s a 2% chance of a $400 billion cyber-based disaster happening each year!

How do we deal with many a Future Shock of a Brave New World?

Not too long ago I recall quizzing a group of young health actuaries as to how would they look at humans living up to 300 years. While today this is scientifically possible, it just did not fit into their logic. Some suspected I was alluding to science fiction! But if only we took Sci-Fi more seriously – we would be readier to deal with the woes that the cyber world has brought upon us. Asimov’s “Three Laws of Robotics” have been around for 75 plus years and Ray Kurzweil continues to amaze with the future of inventions and discoveries.

Popular literature and even bestsellers can put readers into a sleep easy mode. I pulled out from my collection a book review going back 22 years. Cybercorp was a great read on how the author foresaw the future of corporations enabled by the internet. Those were the heady days of this new found magic mantra, just as blockchain is today. But then the review was dismissive of hacking. While answers to the poser from the Oracle must be found and will be found – one ought to proceed with caution. The journey from known unknown to known known must be undertaken.

Anyone can find the answers provided you are future ready!

And that is the tough one. It is not really about your education or background but the mindset. Insurance is a horizontal business. It ought to relate well with all aspects of life in general. Yet we choose to prefer staying in silos. Insurers settle huge amount and number of claims yet the trust quotient remains weak. We believe digital is indeed the solution to this crisis even though premium and claims optimisation may be staring us in the face. Buying stakes in InsurTech is not going to make a disruptor out of an incumbent. The biggest risk to insurers from the world of cyber is fundamentally very existential.

All my panelists at Bangalore (and a few in the audience too – who threw up some profound thoughts on the likes of wave theory and the future of workforce) were future ready because they understood technology, its working and ramifications. None was an insurer. One of them, a US qualified attorney practicing out of the UK, shared some amazing insights into her current work. All the cases handled are analysed by artificial intelligence – all she does is be a friend and adviser to the clients.

At Singapore all but one speaker (an Ivy League educated techie) were from the mainstream insurance and only one speaker from the industry had a tech background. The general trend today is cyber as a part of financial lines & casualty underwriting. That does break the silo. Yet, despite the ‘horizontalising’ effect of cyber, many tend to allude to systemic risks and cross-class covers. That to me is an oxy-moron. So, from all those who stayed back for the concluding session on the day two, I sought some out-of-the-box assistance:

  • A marriage in Singapore was annulled because the husband decided to become a female. The local laws prohibit same sex marriage: What could possibly happen to various forms of insurance coverages?
  • A transgender male in Finland becomes pregnant: Implications for insurance contracts?
  • If humans do begin to live up to 300 years and in due course metamorphose from a pure human to a cyborg: How would underwriters evaluate and cover such a risk? (Needless to mention Michihito Matsuda the robot who garnered third highest votes in Tama city mayoral elections, Japan).

The first two being very recent facts and the third still fiction – are of real interest to me also as a student of diversity. And not surprisingly enough the process left a few in the cohort rattled!

What must insurers do to get closer to the ‘known known’?

Perhaps raise the bar and align their vision to something very compelling. I found one in this quote from Jeff Bezos. “Now take the scenario, where you move out into the Solar System. The Solar System can easily support a trillion humans. And if we had a trillion humans, we would have a thousand Einsteins and a thousand Mozarts and unlimited resources and solar power unlimited for all practical purposes. That’s the world I want my great-grandchildren’s great grandchildren to live in.”

Cyber is certainly an opportunity for insurers to be future ready. The first step in the journey towards arriving at the known known is after all the resolve to deal with the unknown! Let us, therefore, not lock up cyber insurance in a silo but rather tap into its power to unravel the unknown for us…

 

Enacting a Diversity Champion of Medieval India: Mah Laqa Bai aka Chanda Bibi (1768-1824)

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A painting (photo) by Rai Venkatchallam, in the collection of the Salar Jung Museum, that shows Mah Laqa Bai’s extraordinary presence – the only female in a landscape of men. She can be seen in her palanquin at the upper right of the painting.

Ratika Sant Keswani (RSK) is an accomplished stage artist. Her exquisite enactment of Mah Laqa Bai or Chanda Bibi (1768-1824), a product of the eighteenth century Deccan, gives her a unique opportunity to explore the remarkable personality. The Q&A brings out Ratika’s passion for diversity and highlights her empathy for this versatile and defiant historical character.

For the last twelve years Ratika has been part of the financial services. She currently works for KPMG, based out of Hyderabad.

PG: Your insights into her and her upbringing?

RSK: Mah Laqa was in the truest sense “woman of substance”. She not only was a poetess, but a courtesan, a philanthropist, a warrior, an exceptional swordsman, a very important and trusted member of the court of the Nizam for the state policy matters and was appointed as Omrah (senior nobility).

Born in 1768 to Nawab Basalat Khan Bhadur and Raj Kuwar, she was given away to her older sister Mehtaab Bibi, who was unable to conceive. Mehtaab Bibi was married to Rukn-ud-Daula, the 10th prime minister of the Nizam. Horse riding, languages (Urdu and Persian), poetry, sword fighting were her favourite subjects. Once she showed interest in poetry and music she was taught and mentored by the greats of the time. She was trained in classical music by Kushal Khan Kalawant – great grandson of Tansen, a master musician. She was a pious woman, a devoted mystic, greatly influenced by the Sufi and Bhakti elements.

She probably entered the court of Nizam as a courtesan but rose to the level of senior Omrah (highest nobility) basis her intelligence and wisdom.

PG: Challenges she faced?

RSK: To survive & excel in man’s world!

To be a warrior – she fought 3 wars, dressed as a man. She was an expert swords-woman & archer.

To be accepted in the court of the nizam as a policy advisor.

To excel in her area of interest – poetry, and participate in mushairas, those were restricted to men.

To move beyond the labelling of a “courtesan”.

To be okay being a courtesan so as to enjoy the perks of freedom and out of bounds of any male control.

To remain unmarried, and adopting young girls to give them a quality life and future.

Moving on in life knowing that the love of her life used her love, loyalty and devotion for his personal gain.

PG: How did she break out of the glass ceiling of her times?

RSK: By being Fearless. She used her intelligence and was persistent to achieve her dreams.

PG: What did she choose to write on?

RSK: Her poetry is a reflection of her own experiences at the time. While like most, her ghazals are also about eternal love, faithfulness, pain of abandonment but one can also see references of the state politics through enmity, fidelity, intrigue and her mystical devotion to Hazrat Ali – the saint.

PG: If she were to reborn today, what could be the challenges that she might face?

RSK: To excel in a man’s world!

Challenges are the same – just that now survival is easier for women, the bigger problem is that women want to excel more than ever. So they have to constantly fight – fight stereotypes, fight inequality, fight to balance work & family, fight biases of what she can and cannot do, fight to lead and not trail.

PG: Many thanks & best wishes in all your endeavours!

A leaf from the Chartered Insurance Institute Blog!

Home » Knowledge » Blogs » Predictions for 2018

Predictions for 2018

Published Date: 05 February 2018

Last Updated: 05 February 2018

Praveen Gupta, Chartered Insurer, looks forward to this year’s expected trends

First, a confession: I have no crystal ball to gaze into! What I am relying on is a combination of wishful thinking, past scribblings and current trends.

Overall, 2017 was a year of turbulence – mind, matter and nature were all put to extreme test. And 2018 may be no different – it will surely help if we resolve to think differently. A product of the industrial age, insurers must reconcile with the fact they are now deep into the information revolution. The playing field, and therefore the rules of the game, have changed.

Here are no projections or numbers. No linearity of thought. These are just a handful of defining and definitive tectonic shifts:

  • Insurers (and reinsurers) coming of age? While these are early days of ‘going cold’ on, say, the coal industry, insurers seem to be getting ahead of banks. But this is not about insurers versus banks. With the US backing out of the Paris Protocol, could industry groups wrest the influence from the state? I believe insurers should begin influencing the direction of debate on climate change. The recent decision from a few insurers to pull out of coal is only the beginning of a long saga. The fossil fuel industry will be under increasing pressure. Insurers will surely have an opportunity to ensure the centre of gravity moves in their direction, as non-state players take on the role of influencers.
  • How green is my policy? The ‘E’ and ‘S’ components in ESG, rather than just the quarterly performance, will drive the stock price and overall governance. Investments in the likes of the tobacco industry, and revenue and profits from fossil fuel, will increasingly turn off investors and stakeholders. Trust will be a function of reputation. Policyholders, customers, investors and other stakeholders will be very mindful of an insurer’s reputation. Boards will be required to spend more quality time on ESG. Diversity in thought and practice, and converging action by roping in talented external experts, would make the insurance industry more meritocratic. We saw Sian Fisher taking a lead for financial services on the ‘HeForShe’ campaign – expect more of these. A superior ESG play will be a booster for our industry.
  • Cyber or what? A chief digital officer (CDO) rather than a CMO or a CFO is more likely to get into the corner office. Why? Thanks to being a common denominator, it will facilitate cross-class covers bridging the full spectrum from tangible to non-tangible, product to solutions, centred around discontinuity and reputation. It will also ensure efficiency and transparency of asset allocation in risk transfer mechanisms. This ‘flattening’, courtesy of cyber, will also begin to result in the early days of pushback against the protectionism that is in-built in the form of admitted/non-admitted coverage. This will eventual lead to the removal of political barriers.
  • Signals or noise? Let’s not forget that there are too many of these confusing the customer. While the signals bode well for customer journeys, the IOT, big data, AI, blockchain, et al will continue causing excessive noise. This calls for a lot of hand-holding in this transition. Insurers will need to ensure they optimise on trust while they struggle – regulators will begin to blow whistles on account of price and claims optimisation! This year will surely tell us whether there is more space for the likes of Lemonade to grow, whether there will be more Lemonades, or perhaps only Lemonades beyond 2018!

 

Praveen Gupta is MD & CEO at Raheja QBE General Insurance Co

Motor: Challenges on the road ahead!

A call for diverse thinking and convergent actions…

The capping of Motor TPBI (third party bodily injury) liability remains a wishful thinking for most insurers. If and when in place will it really resolve all the barriers and challenges in the path to the third party portfolio profitability? Are we in a time warp? Do we need to recognise motor in context of evolution of mobility and the attendant risks as they unfold? Perhaps we need to evaluate this in the short to medium and medium to long term perspectives.

Motor must be seen as a part and parcel of our roads which reflect the socio-economic reality. We have multiple modes of transportation, ranging from animal driven to most modern automobiles. At the turn of the last century when all major brands were queuing up for India entry, the big question was – where are the roads? Today they all co-exist. This will only get more complex with newer forms of mobility descending upon the same infrastructure. The growing prosperity will only further segment the options. Insurers need to anticipate how the mid-term will unfold in the long-term.

Is capping the way forward?

Just over two plus decades ago the severity of Chan Pui Ki versus Kowloon Motor Bus Company Limited triggered a legislation leading to the capping of third party bodily injury in the then British colony of Hong Kong. The build-up was perceptible as the longevity of the residents, inflation and per capita income kept rising above those applicable in the UK. Two of the three Indian insurers with presence in HK were compelled into a runoff and shut shop, as an aftermath. The debate on applying multipliers in line with the recent trends in inflation continues to threaten the cap applicable to the TPBI coverage for vehicle owners in HK.

Given the developments across many common law jurisdictions, it would be no different here as and when limited liability comes into play. Disciplining the men on steering wheels, efficiency and transparency in the processes extraneous to insurers – call for greater attention.

As the country embarks upon ambitious mobility projects and imminent high paced urbanisation, seamless mobility should ideally call for seamless risk treatment. A uniform ‘’multimodal’’ cover rather a standalone Motor TP liability ought to be the need of the hour. Even in today’s fragmented environment, imagine the variance in the passenger liability when onboard a drop bus to the aircraft versus whilst in a flight mode. Needless to mention that we must at all times be vigilant against blind-spots. The Motor Third Party Pool was a rude shock in the recent past. UK insurers and reinsurers are currently dealing with the Ogden rate changing.

Environment risks:

The fundamental problem with mankind’s hundred plus year old obsession with the motor car is that it is a mobile source of air pollution difficult, although not impossible, to pinpoint. The pollution originates in both direct tailpipe emissions and in the mechanical wear of different parts of the vehicle. In 2006 California’s Attorney General Bill Lockyear filed a lawsuit against leading US and Japanese car manufacturers, alleging their vehicles’ emissions contributed significantly to global warming, harmed the resources, infrastructure and environmental health of California. It cost the State million of dollars to address current and future effects.

Vehicle emissions for long have been recognised as the single most rapidly growing source of carbon emissions contributing to global warming and known to be the origin of about half of the air pollution in the US. Bill Lockyear was trying to hold these companies responsible for their contribution to this crisis. It did not succeed then.

Could Motor insurers become liable?

Greenhouse effect is just one of a series of complications that our century plus old toy contributes to. Motor vehicles emit carbon monoxide (CO). This is a colourless, odourless gas that causes serious, possibly fatal, health problems. Ninety percent of CO in the urban areas originates from cars. Hydrocarbon emissions have serious health implications. So do nitrous oxides, volatile organic compounds, lead and particulate matters.

Starting from eye irritation, wheezing, asthma, cancer, acid rain, ozone formation and the resulting greenhouse effect, the evils of motor car emissions constitute a horrendous list. The concern for motor insurers getting drawn in sooner or later arose from the fact that technology could possibly enable measuring individual car’s toxic contribution. Hence the responsibility of each unit could be quantifiable. It is only a matter of time that the stage would be set beyond the greenhouse to health effects.

If tobacco companies could be sued for negligence, how long can car producers avoid legal action for impairing the overall environment and human health? Has the threat from pollution charges for vehicles gone away? Since then China has dethroned the US in terms of number of cars sold per annum. It has completely transformed the landscape there. The battle against smog goes on. However, the Chinese are rapidly moving towards electric cars. They have their own version of Tesla. Given that Tort law is of only recent origin – will we see any action like in California? Indeed a question mark. Could we see some action in our own land? Perhaps, thanks to the class action proviso under Companies Act rather than a pure motor cover. Activism against tobacco is already perceptible.

The Volkswagen defeat device opened another front in many jurisdictions – The US, Europe and Australia in particular. Still developing, this is yet another manifestation for pinning down auto pollution. Could technology be able to pinpoint damage by each and every vehicle, indeed it is getting closer – thereby potentially claimable under respective motor policy?

Mid to long-term: Technology ahead of regulation!

The transition from catalytic converters to hybrids and electric cars seems within sight. Apart from the climate degradation the implications otherwise are not far reaching. It is the self-driving technology that could really bring about the paradigm shift. “If they make the world safer it’s going to be a very good thing, but it won’t be a good thing for auto insurers”, believes Mr Warren Buffett. Being safer, as they are expected to be, would bring down the overall economic cost of auto-related losses, thereby driving down the premiums – reports Business insider on concerns of Mr Buffett.

It is one thing to have driverless cars in place but what is critical is a legislative framework to determine who is liable in the event of an accident with a driverless car. In the UK for instance, while the insurers still need to figure out the responsibility for an accident – the government has proposed to extend compulsory motor insurance requirements to include coverage for losses where autonomous vehicle is at fault. As a result, motor insurers will pay claims in the first instance – irrespective of whose fault it is. Where the vehicle is at fault, the insurer will then be able to recover costs from liable manufacturer.

There ought to be a framework for insurers to be able to recover damages from vehicle manufacturers when the data confirms an accident is the fault of driverless technology. Without this, insurance customers and shareholders could end up footing the bill for the failings of other parties. David Powell of the Lloyd’s Market Association (LMA) was recently quoted by Rebecca Hancock.

The Economist resonates what could mid to long-term translate into. “It could take a decade or two before AVs can transport people anywhere, at any time, in any condition – and do so more reliably and safely than human drivers.” It also articulates prerequisites for a car to metamorphose from Level 0 to a fully autonomous vehicle at Level 5. Whereby a Light Detection and Ranging (LIDAR) would make it happen. This would entail – an AV friendly road infrastructure; Vehicle to Vehicle (V2V) and Vehicle to Infrastructure (V2I) wireless networking; a reliable protocol for road sharing with unpredictable human drivers; ability to pin the responsibility once an accident happens: on the AV owner; manufacturer, software supplier. And last but not the least, protecting an AV from cyber attack.

In conclusion:

The motor portfolio will witness interplay of several dominant forces and undercurrents. Anyone managing it ought to reconcile with the fact that stability is the last thing they should expect. The portfolio could churn from a pure motor to elements of casualty class. As the nucleus of auto industry migrates from Detroit to Silicon Valley – metaphorically moving to a tectonically active terrestrial reality – it bodes ongoing disruption. As one of the larger motor market, we need to be prepared for all the potential ramifications. A recent IBM survey reveals that 74% of Indians who responded were in favour of autonomous vehicles. The AVs could arrive on our roads sooner than we might like to believe! Are we ready?

(Published in the IRDAI Journal: September-January, 2018)

Diversity: Why Bother? Lest we forget – The ‘Nanhi Kali’ wake-up call!

 

A deep DiveIn is indeed what allows you first hand unhindered insight into the grass root level reality. Thanks to the Chartered Insurance Institute’s D&I event of October 9, we got a telling glimpse into what is not right there. Most diversity discussions end up covering the gender composition and deficits thereof at board and management levels. The Mahindra group’s CSR initiative ‘Nanhi Kali’ (literally little bud), presented by Sheetal Mehta, poignantly reveals the extreme bias against girl child from their very infancy and many a times even before birth.

For those of us who were present – here is the gist and for those who were not – this should serve as a wake-up call:

  • In India, almost 20 million girls are still denied education
  • National Literacy level: 65% for females versus 82% for males
  • Rural Literacy level: 46% for females versus 71% for males
  • Child Sex Ratio: 914 girls to 1000 boys

(Source: 2011 Census)

  • Drop-out Rates: 1 out of every 2 girls by Grade 10

(Source: Ministry of Human Resource Development, 2013-14)

Why does this situation prevail for girls in India?

  • Poverty, household chores, regressive social practices like child labour and child marriage lead to girls dropping out of school
  • Poor quality of education

Setup in 1996, Project ‘Nanhi Kali’ is managed by the KC Mahindra Education Trust and Naandi Foundation. Till date it has educated 300,000 underprivileged girls. It provides academic, material and social support. Is responsible for the yellow tablet revolution and today over 4000 Nanhi Kalis are pursuing undergraduate and graduate courses across 4300 academic centres. Through its dedication and focus, it is able to maintain 83% attendance; learning outcomes have reportedly improved by 10% – 20%.

That we generally obsess with the creamy layer at the very top and tend to miss out the underlying reality – applies here as well! The foundation of Diversity & Inclusivity must be laid at this very level to insure that a today’s Nanhi Kali blossoms as tomorrow’s top manager or a board member and beyond.

Diversity: Why Bother?

Significance of a recent D&I event in Mumbai!

There is a dominant feedback that one keeps hearing since the first ever insurance industry Diversity event, held here recently in Mumbai, under the auspices of the Chartered Insurance Institute. “There was no mention of insurance” during the proceedings. Now, that is precisely why insurance requires a regular and urgent dosage of Diversity!

This country is the world’s oldest melting pot, which continues to brew vigorously. Many of the internal dynamics call for a revisit and reset so as to align with modern times.

The celebrity speaker Nandita Das was candid, crisp and passionate in unpeeling layers after layers of our inherited unconscious biases. Her experiences both inside and outside the country went way beyond skin colour, caste, region, gender and profession. To quote Hetal Dalal, COO Institutional Investors Advisory Services, “I liked Nandita Das’ comment on identity and recognition that historical wrongs get suppressed in the argument towards a pure meritocracy”.  Somewhere something in our historical past did not go right and we started creating barriers and status quo. Some of us became self-serving. How can the insurance business be unaffected? If we must restore trust we need to be more representative.

After a couple of sabbaticals says Samina Patel, who has had a chequered career in the financial services,  “In fact many female HR Heads used to wonder how I can even think I can get back into mainstream after a 3.5 years break. But I believed in myself.” Such courage is generally rare. She adds, “I have also started an initiative in my current role to look for women candidates looking to get back part-time for sales lead generation.”

Sian Fisher, CII CEO, took over the mantle of “HeForShe” well ahead of any other financial service. Proving more than a point – that insurance need not be a laggard and also a lady can lead this charge from the very front.

As this market reaches out to build trust amongst women, digital natives, retirees, rural populace, those who communicate in vernacular and all the potential first time buyers – the very ones who have resisted our embrace – we need to transcend beyond the physics of our business. Apart from a deep DiveIn, we must ensure an intense ongoing chemistry too. This was a call to open up our minds and strive for “Empathy, Education and Engagement”, in Sian’s words. I am tempted to add Endearment, here.

Data seekers at the event too would have realized that Diversity is very much a right brain activity. Insurance is a business of trouble and calls for empathy. We are also currently faced with a talent crunch and a tectonic shift thanks to the arrival of a new generation of employees and customers – the Gen Z which will make the Millennials seem old.  Diversity & Inclusivity (D&I) is one mantra that will reverse the dysfunctionality and hopefully endear insurance to a wider base.

That diverse boards generate superior ROI is well established. We are yet to reconcile with a lesser known fact about the growing power of women in household spend. Why does home insurance not really sell here? If we were to make one and one two – are we pitching and appealing to someone who has it within her to decide? Bandhan Bank, for instance, does it very well – micro-lends only to women. A sure shot way to ensure there are no bad debts!

“It was a truly sincere effort at promoting diversity rather than just a tick in the box sake kind of event”, an observation from Samina that more than sums up the success of the maiden event. This is more vital than any other statistics!

Optimising Trust, not Price & Claims Optimisation: World of Digital Insurance!

Market events in India – around underwriting and claims have become rarer compared to those centering distribution. Very recently, I had the pleasure of speaking at one such and congratulated the organiser. Underwriting and Claims are the heart and soul of our business. What was unique about this event – it had a significant presence of technology practitioners and vendors. Thanks to the rapid advancements in Artificial Intelligence, Big Data, Block Chain, IOT et al there is renewed hope. That service levels will lift, customer journey would become less bumpy and trust will return. To what extent is it a wishful thinking and what do global trends portend for us?

Ground reality: The underlying business predominantly remains loss making. There is a creamy layer of valuation that excites ‘irrational exuberance’. The knowledge business that we are supposedly into is stunted by a shallow and shrunken knowledge pool. In the words of a visionary leader “the industry is good at paying small losses but not the big ones”. Underwriting information is not always forthcoming when contracts are entered into. This paves the path for ‘contract uncertainty’. The glamour at the ‘Point of Sale’ overshadows the demands at the ‘Moment of Truth’. Future growth potential drives most stakeholders into a tizzy. Lack of a channel specific value proposition induces channel conflict. NCOR (Net Combined Operating Ratio) loses hands down to ROI (Return on Investment). Needless to mention the ongoing interplay between excess capital and pricing pressures!

Learning from some global trends:

Like in any fast growing emerging market, here too the pace of growth and level of fulfillment will be increasingly technology enabled. If traditional insurers do not get their act right, tech players will quickly displace the old order. However, sheer speed and resulting transparency will not guarantee a new version of loyalty and trust. At this juncture I would like to draw liberally from Duncan Minty – a London based independent ethics consultant and a prolific blogger. In his recent paper titled “The Great Accountability Challenge Facing Insurance Leaders”, Duncan reminds us, “The insurance industry is changing. New technologies and new business models are presenting strategic opportunities that firms are pursuing with enthusiasm. Yet this reshaping also presents new challenges to the accountability of insurance firms.”

Two particular challenges noteworthy amongst a long list of data transformations are: 1. “The accountability gap: The complexity of AI can open up a veritable gulf between the decisions of individual people, and effects that those decisions produce. Even though the detriment is evident, no one in the insurance firm sees it as their responsibility.”

  1. The accountability imbalance: The reach and depth of AI makes it an empowering technology for those utilising it. This can cause insurance firms to see their decisions as perfectly rational, while seeing the decisions of policyholders as much less so. The danger is that such empowerment could cause insurance people to just not see ethical issues associated with AI”, he warns.

Duncan then goes on to remind readers of “Some Harsh Lessons”. “There’s an ironic mismatch happening in insurance at the moment. Many insurance people think that AI and big data are bringing their firms ‘closer to consumers’. That’s confusing proximity with intimacy. And it’s also mistaking proximity to the customer as an informational object, with proximity to them as a person. Consumers will want to get closer to insurers because of the outcomes they experience. AI has the potential to deliver outcomes that push consumers away.”

“Trust falls through the floor when consumers see insurers as just not recognizing, let alone accepting, their accountability for the decisions their businesses are making. And it’s not just consumers – investors and business partners will expect insurance firms to keep a firm handle on their accountability, seeing it as an indicator of performance, confidence and ownership.”

Price and claims optimisation:

It was a couple of years ago that Duncan put up a red flag to remind us on the vices rather than the virtues alone of big data. He saw an emerging trend of regulatory push back on price optimisation. “The price version has the insurer setting the premium for insuring a risk according to what the policyholder is prepared to pay, rather than the level of risk that the policy is presenting. It involves using big data to work out the price at which particular types of customer will start to look for alternative quotes, and then progressively raising the premium to just below the amount.”

He is now going a step further and flagging claims optimisation as yet another potential trust buster. “With claims optimisation, insurers would seem to be abandoning all remaining hope of sustaining trust in a digitized market. Claims optimisation involves using big data to establish the amount that a particular claimant would be prepared to accept as settlement of their claim. So if all those algorithms pinpointed the claimant as someone in financially tight circumstances, then the settlement offered to that claimant would be optimised to reflect their greater and more immediate need for cash. This would involve tweaking the comparative speed of a cash settlement versus a replacement service and setting their relative offers to achieve an optimised position.”

He goes on to emphasise “Let’s be quite clear: claims optimisation is an exploitation of the unequal balance of information and economic power between a consumer and an insurer. It is unprofessional and it is unethical.”

Three cheers for Lemonade!

Given this backdrop, here is something to cheer about. Just over a year old, this New York based insurer does not just have a very non-conformist brand but is vigorously shaking the old order.  They fancy calling themselves the tech company ‘doing’ insurance. Arguably the most disruptive startup the insurance industry has ever seen! While many continue to question its potential longevity – Lemonade is winning laurels for its innovative ways. Amongst the things that stand out the most – donating part of profit from a policy to the insured’s preferred charity; zero deductible covers; drawing a significantly higher proportion of women to insure with them and the super speed of transactions. Behavioural change and reinforcement of trust are their two key accomplishments. They have for instance already seen customers returning back claim monies which they thought were not actual claims.

In conclusion:

So there is indeed hope for underwriting and claims. Perhaps there will be more versions of Lemonade sooner than later delighting customers with speed, transparency and fairness. As more and more individuals and businesses in emerging markets seek to transfer their risks to insurers – optimising trust will not only ensure loyalty but a win-win behavior. This will surely be a welcome prescription for insurers in the growth phase.

 

Evolving board diversity in India

Source: Evolving board diversity in India

And…Coal on the face: Subhomoy Bhattacharjee’s fascinating tale!

From opium trade to the arrival of railways and mishandling of the politico-economy, resulting into a missed opportunity of optimally tapping our own reserves and energy insecurity! India’s coal saga is a fascinating but murky history and literally an egg on the face of governance.

Quite like the previous author-audience interaction, it piggybacked too – though this time on a single book – India’s Coal Story: From Damodar to Zambezi. The issues discussed at the British Empire’s then second most important city after London – Calcutta – ranged from the encephalitis breakout in Gorakhpur, nuclear power, Fukushima, clean energy, social causes and millennials beginning to question ethics of parental professions and businesses.

Subhomoy Bhattacharjee, in this scholarly work, bares the sinews of imperialism – how it manifests itself by drawing energy from coal, with both intended and unintended consequences. The centrepiece being implications for governance or lack thereof in the running of an independent India and the burgeoning corporate culture.

The discovery of coal deposits by British geologists along the right bank of the Damodar river in Bengal coincided with the onset of the Industrial Revolution, points out Subhomoy. Heavy exploitation commenced only after a hiatus of 50 years thanks to a flourishing opium trade, he says.

Rabindranath Tagore’s grandfather Dwarkanath Tagore “positioned himself neatly in the East Asian opium triangle that the British built. The opium was manufactured at Ghazipur in Uttar Pradesh, transported by Ganga to the ships from Calcutta from where it was shipped to China. The cargo was opium, the fuel was coal and Tagore ran the largest coal business in the country”, to quote Subhomoy.

Rabindranath Tagore’s grandfather Dwarkanath Tagore “positioned himself neatly in the East Asian opium triangle that the British built.

There was a slump in the demand for coal as the opium trade fizzled out. “Decades later, as the theatre turned to West Asia, interest in coal revived. In the late nineteenth century, Britain and Russia began a fight to control the oil wells of Asia, including Persia. The Indian colony of Britain stepped in to play a crucial supporting hand in this game. The viceroy of India, Lord Curzon, raced to build a pan-Indian network of railways to transport troops and supplies to the possible war fields of Asia. The railways needed coal to run and so begun the second phase of interest in India’s energy game”.

Interestingly, according to Subhomoy, “The business exploded as a new industrial group from Bombay stepped into the cocktail. It was led by Sir Jamsetji Tata’s son, Sir Dorabji Tata, with an extensive interest in the business of steel and consequently of coal to smelt that steel”.

“India’s coal reserves have always proved to be too hot to handle for its governments. It owns the fourth largest reserves in the world. It should have provided a first-class opportunity to keep the economy driving ahead at full speed; it has instead been its first-class curse”, he goes on to observe.

“It is possible that by 2018, every third tonne of coal used in India could come across the seas. That creates a mighty challenge for the energy security of the nation.

” As the state repeatedly failed to develop the coal mines adequately to provide for the fuel needs of companies, Indian industry was gradually forced to look abroad to source coal on the banks of another river, this time in Africa, Zambezi in Mozambique to deposits of Australia and Indonesia. It is possible that by 2018, every third tonne of coal used in India could come across the seas. That creates a mighty challenge for the energy security of the nation”, predicts Subhomoy.

Unless a renewable source of energy appears dramatically and assumes a sustainable viability, thermal power will remain a major driver of Indian economy for a very long time. India’s Coal Story should be a handy mirror to anyone who wishes not to mess up a critical lifeline of an aspiring superpower.

Needless to mention, several lessons for all those wishing not to repeat the risk of governance lapses irrespective of what profession they practice.

Diversifying diversity: A twist in the tale!

Reading a book is like embarking upon a conducted tour. The author navigates you through his or her chosen maze. Sometimes it could be a driver-cum-guide and other times the two could be different. It’s when you get the author outside his or her set script and make him or her work afresh – outside the plot – that you really discover the thought process. Thereby, inventing a whole new narrative. Moreover, if the author is prolific – diversity generally comes hand in hand. Diversifying such a diversity is what ‘unconducted’ tour leads you into…

Once again, Dr. V. Raghunathan and I were at the Ahmedabad Management Association (AMA) – this time to run a panel on “Women Leadership and Governance on Corporate Board”. A subject on which much has been written and talked about. The best thing I thought one could do was to cajole the author to take the audience on a road he had thus far not intended to travel. In return we all had a taste of a new and fascinating account.The weave was complex. Let me, however, pick three major threads. All flow from three books of his.

The Good Indian’s Guide to Queue Jumping: To give you a glimpse in Raghu’s words – In a nation of a billion people, there’s no escaping queues. We find ourselves in one every day — whether to board a flight, for a darshan at Tirupati or, if we are less fortunate, to fetch water from municipal taps. We no longer wait for years for a Fiat car or a rotary-dial phone, but there are still queues that may last days, like those for school admissions. And then there are the virtual ones at call centres in which there’s no knowing when we will make contact with a human. So if you can’t escape ’em, can you beat ’em? Mercifully, yes. (After all, our national hero once pronounced, ‘Hum jahan khade ho jaate hain, line wahin se shuru hoti hai,’ and we made it our motto.) And if so, how can you jump queues better? Which excuse works like a charm? How should you backtrack if someone objects? Does it help to make eye contact? Are we generally accommodating of queue-jumpers and why? More importantly, what does queue-jumping say about us as a people? Does it mean we lack a sense of fairness and basic concern for others? So, my googly to Raghu in this context was – should not women jump the queues so as to break the glass ceiling? Like my subsequent variations to the line and length of my deliveries, he not only answered with usual aplomb but made the cause of HeForShe explicit!

Don’t Sprint the Marathon: Life mimics a marathon more than it does a sprint. Obvious as that may appear, as proud and ambitious parents, we often push our children to excel in ways that may help them achieve some early successes – but may sap their stamina to endure the more difficult challenges which life may throw at them. Life is not a sprint, and it does not in the long run matter very much if you missed out on the best school, college or job as starters. As long as you give yourself the time to develop your personality and skills, you will still get where you want, at your own pace and perhaps far more happily. If we need more and more women not only at the CXO levels but on the boards too, don’t they need to run their marathon faster? His humility and consent towards the cause came to the forefront.

In Games Indians Play – borrowing some extracts from the foreword to the book by Mr N R Narayana Murthy – Raghu examines Indian social behaviour through game theory and behavioural economics. He shares insights into what makes people pursue selfish strategies and maximise personal gain at the expense of public good. Such an attitude has over time led to the present situation of public apathy for law and order, fractured sense of public good and corruption across all sections of Indian society. He was all yes to my suggestion as to whether he would consider a sequel – ‘Games Indian Men Play’ whereby chauvinist menfolk come in the way of women’s journey to the top!

Maybe this was stimulating enough for the versatile author to reconsider respective alternatives. By having batted deftly to my provocations – he not only diversified his diverse themes but took us all, that fine evening, through a memorable tour de force!

And then – a twist in the tale! A perfect weave can only be enhanced by an imperfect intrusion… Just as we were about to conclude a gripping interaction with the audience – jumped in this ‘gentleman’. Should not women, who are weaker than men, be kept away from the competitive world of business? Everyone other than him that evening, men and women, was stunned by his belief. Thankfully, a lone voice that the rest of the benign lot resisted reacting to. After all the convergence we witnessed that evening, someone still chose to remain doggedly prejudiced. I guess that diversifies diversity, too! Some anti-diversity…