WHAT WE DO
Unit Director: Patrizia Contaldo
The insurance industry faces broad challenges, ranging from innovations in national and European regulation to the impact of new technology and new media. The multichannel interaction requiring to blend digital and physical channels (i.e. agents/brokers/branches) with certain segments of the target market, and the need to reach and attract a generation of digital natives generate remarkable challenges for the marketing and distribution of insurance products, and for the communication and customer care strategies of insurance companies.
The observatory is aimed at investigating these changes and challenges, together with those arising from regulatory innovations (in 2017 we will investigate for instance the impact of EIOPA Insurance Distribution Directive focus on Product Oversight Governance).
The applied research carried out by the Observatory is financially supported by a list of insurance companies, that can also provide suggestions for the research agenda and are involved in the closed-door meetings organized by the Observatory.
Every two years since 2013, Baffi’s Observatory on Insurance Market together with ANIA’s (the Italian National Association of Insurance Companies) Customer Satisfaction Observatory jointly produce and present their report on Customer Satisfaction in the Italian Insurance Market.
The research team also conducts ad-hoc research projects for individual institutions in the areas of both insurance markets and pension funds and regulation (continuing the activity of the former Insurance and Pension Funds Division of the Center).
Moreover, together with Baffi’s Financial Education Unit the Observatory has been involved in a multi-year cooperation with Fondazione ANIA-Forum dei Consumatori on the insurance education project Io e i rischi aimed at improving the ability of individuals to consciously manage individual risks and at improving individuals’ competencies on insurance and pension planning.