The early days as Chief Digital Officer of ERGO


Digitalisation & innovation, 08.12.2016

What opportunities does digitalisation offer insurers? And how can ERGO make use of them? Mark Klein has been Chief Digital Officer at ERGO since September 2016– and reports in his blog about the early days in the company.

Digitalisation will radically change the insurance sector. Many start-ups are already offering their clients simple digital processes to conclude insurance and manage it. New technologies, such as artificial intelligence and big data, are helping to improve insurance companies’ operational processes. Taking over the role of Chief Digital Officer (CDO) at a time like this represents both a major challenge and a great opportunity.

I was really very positively surprised in the early days about the openness with which many colleagues at ERGO accept digitalisation. They can see the opportunities offered by the new technologies – whether in terms of gaining clients, customer service or claims handling.

Driverless bus from a 3D printer

I was also so impressed by how many places are already using innovative technologies: for instance, we are insuring the first driverless bus produced with a 3D printer. Working in cooperation with Munich Re colleagues, we are using data analytics to analyse the performance of the DKW German Healthcare Insurance to improve its performance in the long term.

And clients are also happy to receive our e-service offer “My Insurance”. Over 475,000 users have registered for this service and, for example, are able to send their doctor’s invoice electronically to us that they have photographed on their smartphone. In that way, we are at the forefront with electronic services in the German insurance market.

Using the opportunities presented by digitalisation

In spites of this, we are by far not making the most of all the opportunities that digitalisation offers. We need to become more active and work with an eye on the long term. As digitalisation is also developing quickly, it’s not too late – but we have to move quickly as our competitors are also continuously evolving. My role was really created, and ERGO Digital Ventures really founded for this purpose.

Many digitalisation initiatives that will change our company are already accommodated under the ERGO Digital Ventures umbrella. Thus, for example. We are currently setting up nexible – a “pure digital player” that will help clients solely using digital technology. We are combining the Group’s online expertise in our “Hybrid client” project, and working closely with Sales to comprehensively look after clients online, by phone and through one-to-one advice in the agency. We will also be adding ERGO Mobility Solutions in January 2017. We want to further develop the car insurance market together with the automotive industry.

Overcoming challenges together

Admittedly as CDO, I have a driving role in digital transformation, however it really affects all ERGO employees. Each and every one of us is called upon to actively implement these changes together. One person or one department cannot overcome these challenges alone. We can only do so together.

We want to introduce employees to digitalisation and are therefore starting with a series of events at ERGO in January: We will be introducing examples to employees and having a joint discussion with them in the “Digital Morning”. After all, digitalisation impacts each and every one of us.

I look forward to your comments, questions or suggestions.
Regards, Mark Klein

Author: Mark Klein

Mark Klein is Chief Digital Officer ERGO Group and Chairman of the Board of Management of ERGO Digital Ventures AG. Here you find Mark Klein on LinkedIn.

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