Marcin Pluta: Insurers & Customer Expectations: Customer expectations are evolving rapidly: speed, personalization, and competitive pricing. What are the main challenges for your model (direct insurance, bancassurance, network)? In your view, what constitutes a successful customer experience in this context?

Agnès Paquin: The challenge for a bancassurer is to design products that can be marketed simply and efficiently. Bank advisors have a wide range of products to offer clients. They need to present them clearly, highlight the main coverages, and then hand over to us for the next steps.

For personal insurance, this works well, and bancassurance figures prove it: Auto insurance contracts are quite similar, as are home insurance contracts, which cover the main risks in vehicles or homes. We cannot offer fully customized insurance; we offer plans that meet 95% of practical needs.

Once a contract is in place, we are the main point of contact for clients, especially in the event of claims. As you noted, the markets we operate in are highly competitive. We must therefore control costs and operate industrially: provide standard processes for mass claims, continuously adapt processes, and carefully manage complex claims, such as serious bodily injury or destructive fires.

A successful customer experience is a contract for which the client has been compensated in a reasonable timeframe, proportional to the nature of the damage, with clear answers to their questions.