They appear to be locked into the mass market paradigm. Insurers feel it will become more relevant as customers focus on added value. Despite concerns about embracing the new delivery mediums too quickly, larger companies are making substantial investments in pilots. Smaller companies are more cautious, believing they can catch-up should consumers enthusiastically accept the new mediums. One concern of interviewees is their customers' financial skills and knowledge.
Many insurers are in the mass market.
Fax, Pagers and PDAs have their roles where time is critical. PDAs will become ubiquitous. The large financial service providers are the most committed to kiosks although other interviewees thought kiosks have limited applicability. The growth and liberalisation of telecommunications is being exploited by companies. They are adopting new business models to serve global and local customers around the clock.