20 Startups will continue to have a role to play. Insurers remain on the lookout for “If tech giants are to become future meaningful improvements to customer interaction. competitors, insurers will never be PicUP, one of the 2018 Startupbootcamp cohort, is an example of what is possible. It offers a phone call optimization platform that personalizes the customer’s able to win on technology alone. incoming call screen so they can see who is calling and why. The company They must capitalize on their enables additional services within the call, such as allowing customers to complete and sign documentation. The effect is to help companies enrich the knowledge and relationships with customer journey with a combined digital and human interaction. For insurers, their customers, and leverage their this has significant appeal, especially in a claims process where customers employees to make the most out of continue to express a desire for human interaction during an emotional time. Lior Shacham, CEO of PicUP says: “If tech giants are to become future human interactions.” competitors, insurers will never be able to win on technology alone. They Lior Shacham, CEO of PicUP must capitalize on their knowledge and relationships with their customers, and leverage their employees to make the most out of human interactions. Empowering their employees with technology, and not replacing them with it, is the best way to leverage their strongest competitive advantage.” A return to the experience of the first Startupbootcamp, when so many participants were focused on the front-end customer relationship, now looks unlikely. Insurers are now pursuing a broader range of collaborations that also focus on back and middle-office innovation; and InsurTechs are increasingly giving attention to commercial lines. Nevertheless, insurers recognize that improving the customer experience requires more than an updated website; startups offering new front-end solutions with clear potential for the insurance sector will continue to be in demand.