5 questions, 5 answers
Margot Wilson on digital solutions
Digitalisation is transforming life and health insurance. But technology alone doesn’t guarantee success. So, what does it take to succeed and create real value for insurers and customers alike? Margot Wilson explains how the right tools and expertise can enhance underwriting and claims processes, converting new opportunities into tangible benefits.
“As insurance continues advancing deeper into digitalisation and markets evolve, the need for flexible, scalable, and safe solutions to navigate new complexities and deliver real value is growing.”
Margot Wilson, Managing Director
1. What are the main digital challenges for insurers?
“Consumers expect smooth digital experiences that use their personal data – ethically and with consent – to simplify policy acceptance, management and claims. Yet many insurers are held back by legacy systems, fragmented or poor-quality data, outdated formats, and complex consent processes. And as digital document use grows, so does the risk of fraud. Regulators demand transparent, fair, and explainable decisions, which can be difficult when relying solely on digital sources. The rise of AI necessitates striking a careful balance with human expertise.”
2. What are the biggest opportunities?
“The real opportunity lies in turning data into impact by understanding available data sources, structuring and governing them well, and applying them consistently. With mature technology and strong data foundations, insurers can automate and simplify processes, reduce fraud risk, and generate new insights to enhance operational efficiency and personalise customer service.”
3. How can these challenges and opportunities be addressed? “At Hannover Re, we develop modular solutions designed to integrate smoothly into existing insurer landscapes. Drawing on our global experience and hands-on pilot work, we combine deep technical understanding with practical guidance to enable automation, improve data utilisation, and support transparent decision-making – from underwriting to claims.”
4. What’s the impact? “Every insurer’s journey is unique, so we focus on solutions that are truly fit for purpose. Benefits include faster processes, better insights, refined rule sets, improved risk assessment, and quicker product launches – all aimed at enhancing customer experience and building state-of-the-art tech capabilities, with a ‘safety first’ data protection foundation built in.”
5. What else helps turn challenges into opportunities? “An approach built on partnership and pragmatism is key. Instead of offering one-size-fits-all tools, we listen, adapt, and shape solutions around our clients’ specific circumstances and markets. Our goal is to make a positive impact by focusing on the tangible benefits that help our clients succeed.”
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