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Stuttgart (dpa) - The CEO of the financial group Wüstenrot & Württembergische, Jürgen A. Junker, predicts a great future for on-site advice in the insurance business in the long term - despite a number of online offers.
«One can say: the bigger and more comprehensive life decisions are and the more complex the issues, the more likely someone is to go to a consultant personally.
In my opinion, nothing will change in this regard in the future either. The wealth of information and competitors in the insurance landscape is far too great for that, ”Junker told the German press agency.
The corona pandemic has shifted the business of many companies to the Internet.
Banks and insurance groups are also affected by this.
Junker emphasized that there is a trend that products that are easy to interpret, such as dog liability insurance, are increasingly being taken out online.
"But as soon as it comes to important life decisions such as old-age provision, we even see the trend among younger people to seek personal advice on site," remarked Junker.
The customers wanted to get an overview of complex topics in a personal conversation with a consultant, which is better on site than via video calls.
"In the end, nothing can replace a trusting conversation with such questions."
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This will not change in the distant future either.
«I have been active in customer service for around 30 years and can say: That has never changed.
And that will never change.
And that's a good thing, ”said Junker, recalling the emergence of direct banks decades ago, which do not have their own branch network and thus have much less rental and personnel costs.
Even then, the established banks' on-site advisory approach had been declared dead.
“Today we know: the opposite has happened.
The more complex the environment becomes, the more we experience how important competent advisors are to customers. "
The Stuttgart-based W&W Group was formed in 1999 from the merger of the two traditional companies Wüstenrot and Württembergische. The group employs around 13,000 people, around 7,000 of whom are in-house and 6,000 in the field. In the coming years the company wants to create many new positions in sales, but W&W does not publicly name a target number.