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Ask: Our answers to your questions about The Next Normal

Q: In Argentina, where the majority of the production and exports are meat-based, we are worried about how fast artificial meat will reach this part of the world, and how business will change or disappear. What is your vision for the next 5 years on this?
—Virginia Genovesi, digital-transformation consultant, Argentina

A: Watch the video for a response from Jordan Bar Am, associate partner at.


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Q: In your opinion, what is the reason so many consumers prefer to call in their claim through the call center instead of doing it online via a chatbot or an online form?
—Stian Nygaard Lind, business analyst, If P&C Insurance, Norway

A: Filing a claim, especially for property and casualty (P&C) insurance, is an emotional experience for most people. It’s also something they do very infrequently. Many people are accustomed to filing health insurance claims regularly, but in P&C—in auto insurance, for example—the average person will file a claim only once every eight to ten years. When a claim incident happens, the person is often scared, angry, and not sure how to proceed. In such an emotional situation, it’s natural that customers will initially want to talk to someone from their insurance carrier to be able to ask questions and receive assurances about how their claim will be handled. In later stages of the claims journey, customers become more willing to use digital channels to do things like send documents or review a claim’s status.

In the future, as people get increasingly comfortable using digital channels for more and more transactions, we will likely see more consumers report P&C claims digitally. Some people are already comfortable doing that today. But we believe the adoption curve will be much slower for P&C claims than for more frequent, less emotional transactions.
—Deniz Cultu and Michael Müssig, partners, & Company

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Q: I believe the perfect package to be the apple: one eats the packaging at the moment of consuming the contents. This must be the gold standard that the industry must aim for. At the very least, if not consumed in some way, the packaging must be totally biodegradable. Do you see these two goals as being attainable within the next 5 to 10 years?
—Michael O’Neill, CEO, 9wxyz Limited, United Kingdom

A: Edible packaging—made of renewable materials such as sugarcane, potato, rice, and seaweed—already exists today. We expect growth in market adoption of biodegradable “zero-waste” packaging, but the size and speed of that growth will depend largely on how well packaging companies can innovate. For example, in food applications, one big challenge is developing scalable, cost-efficient materials with strong-enough barrier properties to limit food waste and to meet both current and future supply-chain requirements. We hope to see more innovation in this area in the next 5 to 10 years.
—Daniel Nordigården, senior expert, & Company

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