Smart Insurance System Model Concept for Marine Cargo Business

In this digitalization era, insurance companies have to face many new challenges, namely a very competitive market that has resulted in decreased margins and revenues and increased expectations from customers for insurance company services. Insurance companies are required to be fast-paced in providing accurate services and pricing. In addition, insurance companies must carry out marketing strategies that make customers feel valued so that strong engagement will arise. The focus of this research is on the field of marine cargo insurance, which is an insurance product that guarantees the loss of transportation of goods by sea. The purpose of this research is to analyze the underwriting and marketing processes in marine cargo business loss insurance and identify insurance models that can be smart and comprehensive solutions. The research method is to conduct a literature review to obtain previous problems and solutions related to this research topic. Then the researchers conducted observations and interviews with experts at an international insurance company in Jakarta. From this method, the main problems in this research are the underwriting process, product information services, and system recommendations that are less effective and efficient. This study proposes a smart insurance model concept by combining technological features, namely expert systems, chatbot, and recommend systems. It is hoped that this research will contribute to increasing underwriting and marketing productivity, as well as customer satisfaction in getting fast and appropriate product services.