“They Did it to Themselves”

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I learn something new every day from my friends on social media.

A friend shared a photo of a white board that shares the secret of finding industries that are ripe for disruption: Identify the companies/sectors that routinely mistreat consumers.

Here’s what was written on the white board:

 

“Amazon didn’t kill the retail industry. They did it to themselves with bad customer service.

Netflix did not kill Blockbuster. They did it to themselves with ridiculous late fees.

Uber did not kill the taxi business. They did it to themselves by limiting the number of taxis and with fare control.

Apple did not kill the music industry. They did it to themselves by forcing people to buy full-length albums.

Air B&B did not kill the hotel industry. They did it to themselves by limited availability and pricing options.

Technology by itself is not the real disrupter …

Being non-customer centric is the biggest threat to any business. “

 

Considering this, it’s apparent the insurance industry is ripe for disruption.

Over and over, we hear and see stories about how insurers are failing to hold up their end of the bargain they make with customers. In Florida, consumers are suing their property insurance companies for failing to provide them with promised coverage when a disaster hits their homes. WSVN recently shared a story about a woman who suffers from Multiple Sclerosis. A water pipe broke in her home. Months later, she is battling her insurance company to fix the problem. In the meantime, she has no hot water which makes it difficult for her to receive the therapy treatment she needs.

Property insurers are not alone. Workers’ compensation insurers cry foul when they are compelled by the courts to actually do their job and pay claims to help injured workers get healthy so they can go back to work.

In too many cases, where it would be wiser to improve customer service, big corporate insurers run to lawmakers for protection.

Wouldn’t be better if they would put more effort into customer service? If they don’t, in a free-market it’s only a matter of time an enterprising entrepreneur comes up with a better, faster, more consumer-oriented service at a better price point.

 


Ryan Banfill is communications director for the Florida Justice Association. E-mail him at rbanfill@floridajusticeassociation.org. Follow on Twitter @RyBan1001.

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