According to Kasım Yılmaz, General Manager of Koru Sigorta, the insurance industry is entering a new phase where competition is shaped less by product range, pricing or claims performance alone, and far more by the quality of the customer experience. As customer expectations continue to evolve, insurers are being pushed to create smoother, faster and more responsive interactions at every stage of the journey.
Yılmaz explained that the real purpose of digital transformation is not simply adopting new technologies, but understanding customers more deeply and making their lives easier by anticipating their needs. Today’s policyholders expect immediate, simple and uninterrupted access to policy services, claims follow-up and support channels. In this environment, the experience customers have from first contact through renewal and claims handling plays a decisive role in how a brand is perceived.
Data, Speed and Personalised Service
He noted that artificial intelligence and data analytics are becoming essential tools for insurers that want to interpret customer expectations more accurately, accelerate service delivery and provide tailored solutions. In Yılmaz’s view, the ability to use data effectively will be one of the strongest factors determining which insurance companies succeed in the years ahead.
He also pointed out that customers no longer see service channels as separate. Whether they interact through a mobile application, website, call centre, social media platform or agency network, they expect a consistent and seamless experience. For this reason, Yılmaz said the future of insurance will depend on an integrated channel structure that connects all customer touchpoints.
Technology Supporting Human Expertise
Yılmaz stressed that digitalisation should not be interpreted as reducing the value of human interaction. Instead, technology can ease the operational burden on agents and allow them to focus more on advisory roles. By reducing routine workloads, digital tools help agents devote more time to guiding customers and delivering meaningful support.
Koru Sigorta, he said, regards its agents as one of the central stakeholders in its digital transformation efforts. The company positions technology as a support system that strengthens agents’ ability to create value for customers rather than replacing their role.
Embedded Insurance and Easier Access
Yılmaz also highlighted the opportunities presented by the embedded insurance model. When insurance solutions are integrated into activities such as buying a car, planning travel or completing online purchases, customers can access relevant protection more conveniently and at the exact moment they need it.
Summing up Koru Sigorta’s approach, Yılmaz said the company sees digital transformation as far more than a technological shift. It is a way to understand customers better, deliver faster service and build trust at every point of contact. He added that the company will continue to place customer experience at the centre of all its business processes.
