The customer empowerment gap
Continuous waves of regulatory change oblige Life and Pensions companies to develop products and services that are transparent, accessible and valuable for end-customers.
Lumera provides the technology foundation Life and Pensions companies need to thrive amid the rising tide of customer empowerment.
L&P, meet C and X
For years insurers and pension providers primarily interacted with end-customers as an operational necessity rather than to provide value. But regulations like the Value for Money Framework are catapulting customer experience into the heart of the success calculation.
There’s a new premium on CX. And it’s shaking the Life and Pensions industry to its core.
Introducing: the enlightened policyholder
The age of disengaged and disempowered end-customers is coming to an end in Life and pensions.
Your customers want to be more than scheme members or policy- holders — they want to play an active role in their financial future. And sweeping regulatory changes are setting new norms of customer-centricity around this goal.
End-customers are evolving from passive passengers to proactive participants. And they’ll vote with their wallets for transparent, flexible, consumer-grade offers and services that give them control and confidence over their finances.
But to evolve at the pace that’s needed, you need to overcome decades of complexity and inertia.
An ocean of complexity stymies change
The customer-centricity conversation is already dominating many L&P boardrooms. But it’s hard to accelerate transformation when you’re tangled up in legacy complexity.
A morass of messy, missing policy data obscures customer needs and hampers innovation opportunities. Meanwhile decades of inflexible, outdated systems create an eye watering maintenance burden that leaves time for little besides basic administration.
The result? The market’s appetite for change far outpaces your capacity to deliver it. Your data and systems shackle you to the business you are today, instead of propelling you to the customer-centric business you need to become.
Enabling customer-first transformation
To evolve successfully, L&P providers need a structured, pragmatic approach to transformation that systematically resolves complexities blocking your path.
Partnership with Lumera enables a proven, sequential journey towards customer-centricity – whatever that looks like for you. Through:
We enable insurers and pension providers to become customer-centric, to deliver a new generation of products and services for a new generation of end-customers. To increase revenue, retention, and resilience.
Our clients
Our clients represent the entire range of companies in the Life and Pensions industry.
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