Interview: Indro Mukerjee, Watchstone (Part 2)
By Jonathan Swift | Interview | 1 June 2016
Refocus on technology
When Mukerjee succeeded Robert Fielding as CEO, Watchstone had already disposed of its legal services division to Australian firm Slater & Gordon, and although it had refocused on its technology based properties, the firm was still mired in a run of bad press with its brand [then Quindell] frequently prefixed with words like ‘beleaguered’ and ‘troubled’.
However, contrary to external impressions, what struck him, was that the operational people within the business far from being low on morale, were up for the challenge of reviving the fortunes of the company, rather than being encumbered by the weight of the Quindell legacy.
“There definitely needed to be some repositioning and repurposing of some of the people here; but at the same time, it should be said that there was a lot of energy that made me excited about the potential. And the things they are doing now, they could do before I came, so all this stuff did not materialise because I am a software engineer,” Mukerjee adds, gearing up to launch into full analogy mode again.
“My role is to be the guy with the broom in a curling team that goes in front of the stone and sweeps away the stuff that prevents it from finding its target; and so I am chief broom sweeper, but they are the ones who have the brains and the know-how. I just have to give them the confidence to get where we need to succeed.”
When Mukerjee talks about the ‘stuff’ it is doing now, in insurance terms he is referring to the launch of its new brand Hubio earlier this year, which bought together three existing businesses IT-Freedom, Himex and Iter8 in Canada to create a business specialising in usage-based insurance and telematics.
He has also assembled a team to run the business, including former IT-Freedom director Andrew Passfield as chief product officer, who was already part of the business, and head of Automotive Andrew Betteley and insurance strategy director Neil Thomson, who are new to the business having joined from Autologic Diagnostics and SSP respectively.
Mukerjee says the Hubio team understand the “eco-system of the digital insurer” and how if insurers do not take steps to encourage “continuous engagement” with their customers from renewal to claim – and everything in between and after – they could find non-incumbents such as telcos eating their lunch.
“What we know is that there are non-insurers, that through their superior customer engagement techniques are entering the insurance market, including it as an offering alongside their other services,” he adds.
“So it is up to insurers to make sure that they don’t get caught out by [competitors] encroaching on their space, but to solidify themselves and work out how to broaden into other [complementary] spaces.”
Data analytics is very much the “new battleground,” in the telematics and UBI space, according to Mukerjee, who notes hardware fixed into a car is preferable in terms of data quality, while mobile has a distinct advantage in terms of price.
“Hardware is good for certain niches, such as young drivers, because of the larger premiums, but in the mass market it will [gravitate to] mobile phones, so the challenge is to ensure the data that you collect from a mobile phone is better than someone else’s.”
As such Mukerjee is confident Hubio has the tools to help insurers by offering them an end-to-end solution where customers can quote and buy, engage and even claim – on one mobile-compatible platform. And what’s more you can install it quickly, with the firm already recording implementation times of 15 weeks for the likes of Zenith and ERS, down to seven for the RAC. Timescales that are likely to prick the ears in many boardrooms.
“[Insurance] is a market where the technology is made more complicated than it needs to be and is often called a disruptor. But we are working to try and make technology easier to understand, which is why I prefer the term enabler,” Mukerjee continues.
http://postlive.dev.incisive.pro.pugpig.com/2016/06/01/interview-indro-mukerjee-watchstone/