I nsurers are most times seen as valued protectors of all that consumers hold dear, shielding us against catastrophic loss and helping us recover in times of need. Insurance is an industry of tradition, but the inevitability of change stands to chisel away at the customer relationship founded on trust, mutual respect and guardianship. The insurance market is undergoing a signifi cant transformation, experiencing challenges such as globalisation, online competition, expanded sales channels, heightened customer expectations and the need to automate IT and business processes. Adding consolidation and deregulation to the mix only stands to deepen the rift between policy-holder and insurer. The more customer-centric insurers can become the better -- for them, and for the consumer. Today’

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