Westminster is the most high-risk area for phone theft according to later Metropolitan Police data analysed by insurance provider loveit coverit part of Pier Insurance .

Mobile phone thefts in London increased by a massive 48.3 per cent last year compared to 2021 with Westminster worst for phone crime with 10,827 thefts reported, which could be due to large numbers of tourists in the area. 

The most dangerous places in London, where the most thefts happened, are Westminster, Camden (3,548 thefts), Islington (2,217 thefts), and Hackney (2,343 thefts). The safest borough was Bexley (63 thefts) and Merton (89 thefts).

loveit coverit found a 3.9 per cent chance of having your phone stolen in Westminster, 1.3 per cent in Camden, 0.89 per cent in Islington, and 0.83 er ent in Hackney.

“The information collected this year has shown an uptick in mobile phone thefts in 2022, an average of 3,167 mobile phone thefts a month, compared to the 2,127 mobile phone thefts reported a month in 2021′ said Jonathan Owen.

“With London being so busy there have been an increased amount of thefts reported. An average of 4,018 people reported their phones stolen in November 2022 compared with 3,487 in November 2021. There was a climb in phones stolen in October 2021 and October 2022.

“We’re interested in highlighting this data to the public, so consumers know how to be aware and careful when they’re out. 

Mobile phone thefts in London increased by a massive 48.3 per cent last year compared to 2021 with Westminster being the worst for phone crime with 10,827 thefts reported, which could be due to large numbers of tourists in the area. 

The most dangerous places in London, where the most thefts happened, are Westminster, Camden (3,548 thefts), Islington (2,217 thefts), and Hackney (2,343 thefts). The safest borough was Bexley (63 thefts) and Merton (89 thefts).

loveit coverit found a 3.9 per cent chance of having your phone stolen in Westminster, 1.3 per cent in Camden, 0.89 per cent in Islington, and 0.83 er ent in Hackney.

“The information collected this year has shown an uptick in mobile phone thefts in 2022, an average of 3,167 mobile phone thefts a month, compared to the 2,127 mobile phone thefts reported a month in 2021′ said Jonathan Owen.

“With London being so busy there have been an increased amount of thefts reported. An average of 4,018 people reported their phones stolen in November 2022 compared with 3,487 in November 2021. There was a climb in phones stolen in October 2021 and October 2022. “We’re interested in highlighting this data to the public, so consumers know how to be aware and careful when they’re out. 

]]> https://mobilenewscwp.co.uk/news/article/westminster-high-risk-area-london-phone-crime/feed/ 0 https://mobilenewscwp.co.uk/news/article/bastion-outlines-intent-appointment-insurance-industry-veteran-holman/ https://mobilenewscwp.co.uk/news/article/bastion-outlines-intent-appointment-insurance-industry-veteran-holman/#respond Thu, 16 Jun 2022 14:21:03 +0000 https://mncwp.tailrd.cloud/bastion-outlines-intent-appointment-insurance-industry-veteran-holman/ Holman has over 40 years’ experience across the insurer, broker and MGA insurance markets

One industry that struggled during the pandemic was the gadget insurance sector.

As people stayed at home during lockdowns and international holidays ground to a halt, the insurance industry took a big hit.

Yet the sector for mobile phone insurance is lucrative, with its value in the UK predicted to rise from £1.7 billion this year to £2.9 billion by 2027, according to estimates from Research and Markets.

This is set to happen as the cost of smartphones ramps up and they become ever more important in our everyday lives.

With normality seemingly back for now – over two years since the start of the pandemic – and smartphones in strong demand, has the industry seen an upturn in fortunes?

Mobile News spoke to some of the key providers of mobile and gadget insurance to get their take on the challenges the pandemic has thrown at them and where things stand now.

Lack of travel 

A common theme among the insurers is that the lack of travel and movement by people at the height of the pandemic was one of the most damaging aspects for the industry. “The most obvious trend was the lack of handset claims activity due to a huge cessation of travel and the resultant decline in risk to devices that would normally occur,” said Bastion Insurance sales director John Fannon.

“As a lot of people were working from home, the risk of handset loss, damage or theft was massively reduced.”

In terms of selling travel insurance, he said: “An unfortunate trend for us was the lack in sales of travel insurance policies for which Bastion covers the gadgets.

“As no one was allowed to go on holiday or business trips, it meant that our travel insurance partners sold no policies and, therefore, we sold no gadget cover along with those policies.”

Pier Insurance managing director Toby Stubbington echoed these sentiments on the challenges posed by lack of travel, referring also to the wider insurance sector beyond mobile phones and gadgets.

“The insurance industry has contended with many pandemic impacts which are outside the norm,” he said. Stubbington cited trends such as

increased demand for some products – such as pet insurance, as many people bought pets during lockdown – and high levels of claims for business interruptions, alongside the declining trends in other areas.

Changing approach

Stubbington also acknowledged that the pandemic has changed how companies in the general insurance industry move forward with their strategies.

“These fluctuations have created planning changes in terms of volumes at a time when businesses have had to be aware of the impact on their teams, partners and customers,” he said.

“Use of technology, changes in processes and management style, and more flexibility have been the dominant changes to a centuries-old industry.”

With lockdowns forcing businesses to shut stores temporarily, this had a clear impact on revenues.

It has also had an knock-on effect on insurers, such as Bastion Insurance, which have felt the drop in sales of their partners and dealers too.

“We saw a drop in sales from our high- street partners and dealers, as many were closed during the various lockdown periods,” said Fannon. “Equally, a lot of B2B activity was slowed down too, but less so.”

Nevertheless, he said, Bastion Insurance has been able to develop other revenue streams in times of adversity.

“Replacing lost revenue from the decline in sales from the travel sector meant we had to explore alternative avenues,” said Fannon. “In our case, we opened a new low-risk B2C website selling direct to end users for handsets – but the handsets must be less than 30 days old to mitigate fraud.”

Meanwhile, Chris Woolnough, UK managing director of Assurant, spoke of the need to ensure that the company kept aligned with advances in technology that sped up even more because of the pandemic.

“With the advances of technology and evolving consumer expectations, it was important for our people and development strategies to align with market developments,” said Woolnough.

Key to this, he said, was ensuring that Assurant was able to have the “right people in the right roles” to deliver on the company’s strategy.

‘Revenge travel’

Over two years down the line since the pandemic began, the insurance industry appears to be recovering.

Both Bastion Insurance and Pier Insurance are experiencing an uplift in fortunes as the travel industry reopens.

Fannon said that ‘revenge travel’ – a term describing people rushing to book trips as the world reopened – has played a significant part in the upturn.

He said that travel is rapidly increasing month by month as we hit summer and is probably back at around 70 per cent of pre- pandemic levels now.

Meanwhile despite the challenges faced, Assurant’s Woolnough said the firm has still managed to deliver its “fifth consecutive year of profitable growth” – indicating that the mobile insurance industry has some built-in resilience as a segment.

Rising claims

It’s no surprise that claims have risen in recent months for mobile insurance firms, as restrictions have eased.

However, the quantities of these claims are yet to reach some of the levels seen pre-pandemic, as the economy attempts to recover amid a cost-of-living crisis, fuel and component shortages, and the Russia- Ukraine conflict.

Yet Fannon is bullish that the signs are good for Bastion Insurance and the industry.

“Claims are very much on the rise again as the world returns to normal activity – albeit still running at lower than pre- pandemic levels,” he said. “We won’t see our full claims analysis until we get through the summer months, but the early signs are that the levels continue to rise now.”

He does however, expect the change in the approach to remote working to have an impact on the company’s B2B customers.

“I would suggest we all realise that returning to the old normal is unlikely to happen and a more flexible home-based approach is now firmly in place, with many organisations realising that their business can function without everyone needing to be office-based,” said Fannon. “A new way of working has definitely taken root now.”

Meanwhile, at Pier Insurance, Stubbington also says things are bouncing back. “Claims have increased and are returning more to normal,” he said. “We will continue to monitor through the summer and new device releases in the autumn.

Claims are on the rise again as the world returns to normal activity – albeit still lower than pre-pandemic

“Phone and gadget insurance retain their customer and partner value, giving customers peace of mind and partners additional revenue.”

Shift in expectations 

As for other trends borne out by the pandemic, Woolnough pointed towards a shift in consumer expectations, noting that customers are now used to instant delivery.

“Customers are now so used to speed of delivery and response when interacting with brands, regardless of the sector,” he said.

Assurant has ensured it provides the services to deal with this, added Woolnough – including in the areas of device-lifecycle- management, repair services, recycling and disposal for phones.

“We offer a range of fulfilment options including a same-day-replacement service and walk-in repairs to meet this trend, which we anticipate is set to continue,” he said.

“Digital adoption in terms of sales activity and claims fulfilment have experienced significant growth given the pandemic. “This underlines the importance of thinking like a customer to understand what they are looking for. The migration to digital has accelerated, especially with the pandemic.”

Woolnough says it’s crucial to bear in mind the significant opportunities these changes create to cater for evolving customer needs both on and offline.

Types of damage

When it comes to the types of claims that insurance companies are receiving, screen damage appears the most common across the board.

“Despite the improvements in screen resilience, broken screens are still the most common type of claim, followed by loss and theft,” said Woolnough.

Fannon added: “The age-old trend of screen damage being the most popular type of claim, followed by liquid damage, hasn’t really changed, but there has been a drop in the percentage of loss and theft claims due to the fact that there is little risk to your handset from this when it is next to you on the kitchen table or study desk at home.”

He said, meanwhile, that more B2B partners are also taking out plans with Bastion partly because the company provides its customers a full warranty on the handset that lasts the length of the airtime contract and beyond.

Refurbished market

Market players also acknowledge the meteoric rise of the refurbished market as a pivotal source of business for the insurance industry, with that sector set to continue playing a crucial role into the future.

“A point to note on this is the growth in refurbished kit,” said Fannon. “This means that the customer can now buy an excellent refurb, add an insurance policy to it and still have change from what a new handset would have cost.

“The smarter dealers are embracing that trend, giving the customer a better deal and making more money, so a true win-win is in place.”

The refurbished segment also plays an important role for Assurant in its overall business, with the company reselling mobile phones in 21 markets across the world and saying it has repurposed 116 million mobile devices through trade-in and upgrade programmes since 2009.

“One of our strengths is our capability to repair and cosmetically enhance devices, which increases the opportunity to reuse and resell them – promoting sustainability and the circular economy,” said Woolnough.

“We support trade-in and upgrade programmes with a sustainable, reverse- logistics process for used devices.

“Trade-in programmes are an integral part of the device lifecycle, in addition to supporting the upgrade process, especially as more consumers switch to 5G devices.”

Significant role

Looking towards other opportunities, Stubbington is adamant that gadget insurance will continue playing a significant role for the mobile channel.

“Gadget and phone insurance remains as relevant a part of the ecosystem across all distribution channels as it did when Pier Insurance started to distribution it in- channel in the early 2000s,” he said.

“Insurance can give enhanced value to a customer’s purchase, be it extended warranty through to a fully comprehensive policy.”

With international travel anticipated to ramp up this year as the world looks to get back to normal and business conferences transition from virtual to in-person affairs once again, Fannon is optimistic for the future.

“The main challenge for us [as an industry] has been the lack of face-to-face activity, but I’m answering these questions from a two-day face-to-face insurance conference which hasn’t taken place since 2019.

“It’s refreshing to have the human interaction again that was certainly missing and caused one of the biggest challenges during the pandemic.”

With the mobile phone insurance market set to boom in the coming years, it’s no wonder that those within the sector are excited for the post-pandemic bounceback.

Likewize has struck a partnership with insurance company Aviva to provide device protection insurance services in the UK.

The partnership will span mobile phones and gadgets, with Likewize in charge of managing claims handling and resolution of behalf of Aviva, within the banking sector.

Likewize, which was previously branded as Brighstar has transformed from a distributor towards a tech protection and support company in recent years.

As part of the tie-up, Aviva’s clients will be able to receive access to insurance, repair, upgrade and premium tech support services from Likewize. A dedicated customer team will be created by Likewize to support Aviva’s customers.

“There are great synergies between Likewize and Aviva and this announcement provides the platform to build a long-term partnership between the two brands,” said Likewize executive vice president Gerry O’Keeffe (pictured).

“After a very successful recent launch we’re focussed on delivering exceptional service for Aviva’s clients, continuous innovation and leveraging our extensive portfolio of services.”

Aviva UK general insurance MD Owen Morris added: “This partnership provides us with a great opportunity to work with a leading technology protection provider to deliver excellent customer service for our partners and their customers.”

Aviva supports 18.5m customers in the UK, Ireland and Canada.

As a provider of mobile phone insurance, Assurant has racked up an impressive list of clients that includes Deutsche Telekom, Telefonica and Monzo.

With a 130-year history providing lifestyle and household products and insurance, Assurant serves more than 300 million consumers worldwide and has 16,000 employees across 21 countries in Europe, North America, Latin America and Asia-Pacific.

But in the mobile market in recent years, the company has turned its attention to device lifecycle management, including mobile phone and gadget insurance, customer care, repairs, replacements, technical support, upgrades, fulfilment, recycling and disposal.

Its 2020 acquisition of HYLA Mobile, a US-based provider of smartphone software, trade-in and upgrade services, has helped Assurant expand its capabilities in the mobile space.

Assurant could not disclose local UK figures, but said the global business has seen five consecutive years of growth.

Mobile News travelled to Assurant’s device care centre in Stoke to find out more about the facility and the direction of the business.

Repair facility

The device care centre is Assurant’s sole device repair facility in the UK, with around 20 sites around the world.

The firm’s UK managing director, Chris Woolnough, explained that having the centre has helped Assurant specialise in devices’ continual lifecycle.

“If you look at the market, you’ll typically have companies that are distributors with a background in shipping handsets or big traditional companies that just focus on insurance and don’t have a facility like this,” he said.

Many of the operations and staff, such as the sales team and the device care centre, are in the same building.

“What’s different about Assurant and makes us unique is that we’re all of that. That all-under-one-roof theme is something we focus on by providing a full service offering to clients and customers.”

The facility was built during the pandemic and opened in May 2021, making it one of the UK’s newest repair and refurbishment centres for mobile devices in the UK.

Around 100 skilled specialists work in the 30,000-square-foot device care centre, designed for quick testing, repair and replacement of broken devices while having little environmental impact.

Simon Harper, head of the supply chain for Europe at Assurant, said that the facility has been created with future expansion in mind, including the use of vertical storage units that save 75 per cent of floor space.

“This is a business where scale is important, so the more volume you can put into a single facility, the more efficient it gets,” said Harper.

“As we grow, we will funnel more volume through this facility and we have the potential to build another level here when we do fill up more space.”

He estimated that between 1,000 and 2,000 devices come through the facility every day, with prices for repairs ranging from £15 to £1,500, depending on the screen, components and device.

Sometimes, Assurant finds it more efficient to give a customer a new device, which can be agreed with larger brands and bought at a discount.

Little landfill

Harper stressed, however, that the company strives to extend the lifecycle of any device so that “very little ends up in landfill”.

Although it may not make sense for Assurant to repair some devices, he said that doesn’t mean the company can’t harvest or sell the parts.

“We harvest all the components and sell the circuit boards to specialist processors that will get the precious metals out,” said Harper.

Assurant has repurposed more than 100 million devices globally in its history, recycling around 1.5 million devices in 2020 alone.

Woolnough adds that it is important for the firm to focus on being sustainable in the long term, implementing this into its working methods.

“A great focus for us is how we take forward sustainable models,” he said. “Whether it’s recycled packaging or removing plastic from all of our packaging, we want to focus on this and continuously grow as a business.”

Rigorous process

An engineer called Ash told me that the devices go through a rigorous process on entering the facility, including getting booked onto a system, going through a quality-control check and kept in vertical storage units until needed.

With customer returns, employees separate devices based on priority of how severely damaged they are. These are then booked in and checked to see if they are eligible for in-house repair.

“If it isn’t eligible for repair, we make sure the customer has received an exchange order and then it will move into our triage,” said Ash.

There is also a channel through which failed refurbishments pass. Assurant will sell these in bulk to other businesses around the world, which can then look to refurbish them using their own processes.

65 checks

Every device that enters the facility goes through 65 functional and cosmetic checks, including diagnostic testing that has been approved by Apple.

Devices are graded from A to D under strict criteria, with Ash showing me a device that looks perfectly fine but that he says can’t be labelled as an A grade.

“If you look at the lens, there is a piece of lint under the glass,” he said. “It’s really tiny, but our operatives will pick up on that and make sure it’s perfect.”

Lens reconditioning is one of the most important parts of the cosmetic process.

In this procedure, devices go through a machine and a diamond paste is used to remove any micro scratches found on the phone.

Depending on the quantity and extent of scratches, it can take between seven and 18 minutes to fully remove them before the device goes through another quality control check.

“These machines and the automation are consistent, and you cannot get this from a manual process,” said Harper.

“The polishing is of a higher quality and more predictable, supporting the investment we are making in technology and new capabilities for our customers.”

Rise of the machines

To soup up its processes, Harper revealed details of a new multi million pound investment. 

This includes 26 robots that will soon be added and an Assurant RescuTech machine that is already operational in the facility, which helps remove liquid damage from devices.

“In a few weeks’ time, we’re going to have our own robots that will automate traditional processes,” he said.

“There will be robots that will take devices through the facility.

“Once each activity in the process is finished, a person will pop the device onto a tray and the robot will take it onto the next stage.”

The company claims, meanwhile, that the Assurant RescuTech machine is something that is exclusive to the company in the UK.

Harper explained that water can cause components to rust or corrode, so the machine uses a chemical process to fix this.

“We put the components into these trays, and put this into an acid bath over a period of hours to reverse oxidation,” he said.

“We have maintained the device lifecycle through buying this machine, and 80 per cent of devices that go through Assurant RescuTech have returned to full working condition.

“We are very proud of this facility and are investing in new processes in automation to innovate for our customers.

“We’re here and we’re investing for now and for the future, and we believe that investment will deliver a better customer experience.”

Connected home drive

In terms of further investment, Woolnough says that Assurant wants to put more money into repair and refurbishment services for the connected-home segment.

“Customers could have 30 devices in their home connected to WiFi and if they break, they need protection and technical support,” said Woolnough.

“With all of these devices in your home, you might struggle to work out how to connect them, so we have built a whole series of services around that; that’s where we see the future going.”

Woolnough says, meanwhile, that to meet different customer requirements, Assurant will continue to focus on and invest in providing a range of fulfilment options, such as mail-in, walk-in, doorstep exchange and same-day replacement.

“People don’t want to be without their phones for obvious reasons,” he said. “Sometimes it’s convenient for them to send it here and we can fix it, but we also have an extensive high-street presence, whereby you can walk in for same-day replacement.

“So depending on the client, who they are and who their customers are, we’re really a company that can work with them to come up with specific solutions that can be unique just to them.”

Pocket Geek

Woolnough and Harper explained that Pocket Geek Tech Repair by Assurant is a high-street brand – with 14 stores at present and more set to appear across the UK this and next year to help make customer repairs more accessible.

“The great thing about Pocket Geek Tech Repair is that we use the Assurant standard process to deliver a consistently high level of service through that channel,” said Harper.

“What we find is that customers can go to a retail shop and have an approved repair, and that the customer satisfaction of that experience is much higher than just mailing it into a location like this.

“So we’re continuing with this and providing different options; it’s about choice for the customer.”

Woolnough echoed this point about the need for options: “Across our customer base, we have vulnerable customers and we have customers whose lifeline is their phone, so our job is to make sure their experience is as seamless as possible and as quick as possible,” he said.

“You get that device repaired and you get it back in a great state which feels like a brand new phone; that’s what we achieve and what we will continue to do.”

The COVID-19 pandemic has seen plenty of us adopting remote working for the first time and thriving under the additional freedom. So, it’s no wonder 65 percent of us like the idea of a fully remote role, post-pandemic.

While the term ‘digital nomad’ isn’t new, it’s certainly something people are embracing more this year than ever, with many excited to embrace alternative destinations as their office.

However, it does pose its challenges. Arguably the biggest fears for potential nomads are the risks involved with working on the go, compared with the security and stability of an office job.

Here, Corinne Webb, Marketing Manager at Protect Your Bubble has put together some tips on how digital nomads can stay safe in a remote working world.

Tech failure

One worry for remote workers is tech failing while they’re away from the office, as they can’t rely on the IT department to provide a quick fix.

If laptops or mobile devices unexpectedly crash, it can leave workers unable to complete time-sensitive work or contact their team.

So, it’s important to have a backup plan. Although working from personal devices means true ‘freedom’ for most workers, digital nomads are advised to check for local shared workspaces when moving between cities.

Using online tools like Share My Office, remote workers have a ‘plan B’ – with the ability to access a nearby PC at short notice.

Damage control

The appeal of fully remote working is the freedom – digital nomads can combine their job with travel and fun activities.

However, working on the go presents additional risks. Whether it’s simply dropping and damaging devices while on the go, or even taking a dip in the sea with your phone in your pocket.

Firstly, digital nomads should invest in proper protection – making sure their laptops and phones are kitted out with robust, impact-proof cases.

It’s obviously recommended to leave valuable devices in the safe in your accommodation when out and about, where possible. However, locker rental services also allow nomads to securely stash valuables in local facilities while moving around – avoiding costly accidents.

Protect against pickpockets

Working on the move presents greater risks compared with clocking into a secure, monitored office each morning.

One of these risks is theft – especially having devices stolen on busy city streets or when working from shared spaces like cafés.

Make sure all devices are fitted with location tracking software such as FindMyPhone or TrackR, as this allows you to monitor stolen devices and provides the best possible chance of retrieving your valuables.

It also helps to protect yourself against pickpocketing techniques. For example, there have been reports of pickpockets posing as charity collectors as a distraction technique on city streets. So, always be on your guard when on the move.

Keep your mobile phone in zipped or buttoned pockets to add an extra layer of protection and consider attaching keys to your clothes via a chain.

Safe Travels

For those fully embracing the idea of digital nomadism, the opportunity can take them wherever they wish, all while logging on each day to complete their ‘9 to 5’.

Even travelling within the UK for work presents new risks, so it’s important all luggage is sturdy to protect against drops or falls and is secured with a padlock to warn off opportunist thieves.

Travellers should also do their research to make sure any hostels or hotels they’re heading to provide secure facilities, like personal lockers and locked bedrooms.

Taking out worldwide device cover also means you can claim against damage, loss or theft, wherever you are in the world.

However, remember to check the fine print on your insurance to see whether it’s possible to get repaired or replacement devices sent to a different country.

Corinne Webb is marketing manager at Protect Your Bubble

iPhone users are the clumsiest in the UK, according to research revealing that mobile insurance claims hit £422 million in the country last year.

Claims from iPhone owners represented 58 per cent of the overall number, says the study by phone insurance brand So-Sure.

This is despite Apple accounting for only 43 per cent of the total smartphone market, according to Statista figures.

And according to the research, the most common claims related to consumers dropping their phones – accounting for £141 million of the claims.

Other leading reasons for claims include £88 million for phones that simply ‘fell’, hopping (£25 million) driving (£24 million), running (£11 million) and cycling (£9.6 million).

The research also revealed that £8 million of claims each year are caused by dogs.

Accidental damage is the most common cause of claims, says So-Sure, accounting for 83 per cent of them. This is followed by accidental loss (10 per cent), breakdown and theft (both three per cent).

Commenting on the research, So-Sure chief marketing officer Nicola Vidal said: “The cost of claims every year shows just how much we value our phones, while the number of claims illustrates the importance of getting phone insurance to protect against all of these eventualities and more.”

AXA Partners UK and Ireland has continued its push into the consumer electronics market after announcing a partnership with Insurance2go.

The firm has been appointed to underwrite Insurance2go’s gadget insurance policies, with this going live from May 1.

It is estimated that the smartphone insurance market is worth £23bn globally and growing 12pc year-on-year according to market research firm Grand View Research.

This deal follows AXA Partners, along with Citymain recently being appointed as the underwriter for A1 Comms.

The partnership will expand the brands existing suite of products and services, ahead of developing new propositions as Insurance2go aims to adopt a digital transformation programme.

Commenting on the partnership AXA Partners UK and Ireland sales director Gary Vincent said: “A key factor that helped to cement our collaboration is a shared goal to provide a range of quality products, and to ensure full peace of mind by enhancing the customer experience.

“We believe that this will further reinforce our position in the growing consumer electronics market, and we very much look forward to working closely with Insurance2go to achieve their ambitions in the years ahead.”

Strategic goals

Insurance2go is owned by Loyal Insurance Services Ltd and part of the SPB UK and Ireland Group.

Loyal Insurance Services Ltd MD Lorraine Higham added: “Our continued focus on innovation and growth will provide customer choice, flexible payment options and variable excesses together with a seamless end to end claims and fulfilment journey.

“As a trusted insurance partner, we are delighted to announce AXA Partners as our chosen provider to support our strategic goals for 2021 and beyond.”

Customer retention has always been a priority for operators. Typically, at the point of sale or when the time comes for a consumer to upgrade their mobile device, they’ll make their decision based on the device they want, and which operator offers the cheapest tariff for that device.

While operators are mindful of this conundrum, they must do more to nurture customer relationships, improving the customer experience and journey, by prioritizing comprehensive customer advocacy schemes.

It’s true that with the advent of 5G, operators have an opportunity to improve customer relationships and experience by adding value to the 5G network and selling services direct to the consumer. In the consumer world, content is king, and new use cases for 5G like cloud gaming are an exciting prospect.

However, the reality is that the use cases that consumers will be willing to pay a premium for are yet to be wholly identified, and operators will have to trial and test many before they strike gold.

Meeting customer expectations when it comes to adequate device care has always been important, and remains a significant opportunity. With the latest flagship smartphone devices costing in the region of £1,000, there are few items that consumers will willingly part with cash over.

The fact of the matter is that our smartphones play a central role in our daily lives. It’s a device that many can’t live without, and if asked, the vast majority of consumers would agree that they have a much greater affinity to their smartphone than they do to their operator.

With consumers so loyal to their device, device care might be the key to improving subscriber retention through an enhanced customer experience.

A customer experience overhaul

Device protection has changed significantly over time. With the increasing value of smartphones, consumers became more incentivized to insure their devices. However, mobile insurance was always a “bolted on” offer.

The way it was sold to the customer offered very little in terms of improving the customer experience they received from their operator. Worse still, some consumers will have had their fingers burned by mobile insurance offers, losing or damaging their phone only to find out that their claim wasn’t covered under their warranty.

Offering device insurance is of course a key revenue generator for operators. The mobile insurance market was valued at USD $25.06 Billion in 2019 and is forecast to reach USD $47.93 Billion by 2027.

While operators will be keen to cash in on insurance offerings, the way it has been sold as a contract add-on needs improvement.

Operators won’t retain subscribers by offering insurance alone. It must be incorporated into a broader customer proposition, built around multiple value-added services.

A switch to more holistic device care

While insurance might be the central pillar to device care, it’s trajectory is now focused on a holistic, well rounded experience. Services are bundled together under a comprehensive protection and early upgrade proposition tying the customer strongly to their operator.

This means that not only is the device covered, but the operator supports the customer with device diagnostics, more frequent upgrade cycles and high value trade in offers to subsidise the cost of a new device.

Operators need to make clear to their customers that they understand the value of their device, how important it is to them, and reassure the customer that they will be protected with a device no matter the circumstance, and that upgrades to new models will be available at any time in their contract.

Whether customers require fault resolutions, repairs, replacement for loss or just want the latest handset, it’s the solution with a simple experience that truly matters and stands apart.

Advances in technology have revolutionised the way this holistic device care can be achieved. Applications that sit on the device can run diagnostics to inform the consumer of when they are due or entitled to an upgrade, or when the device might need to be returned for repair or replacement.

To ensure this runs smoothly, operators must have simple and expedited services that are not only simple to facilitate but remove risk and penalties for all involved.

Give customers a sense of control

More holistic device care can ultimately instil much greater consumer trust. Full visibility of the customer and device journey end to end is the innovation aiding operators in achieving higher customer advocacy.

By offering the customer more visibility into the condition of their device and when they might be able to upgrade, they’ll feel more in control of the device’s lifecycle, and thus more inclined to stay with that operator based on the quality of their experience.

There is also an increasing demand for refurbished smart phones, and in countries where 4G/LTE has only just reached relative maturity, the market for second-hand devices is booming.

Operators can add another string to their device care bow by incentivising trade-ins of used devices, with high value trade ins and a guarantee that the device will be securely processed and the data that remains appropriately sanitised.

Like many services, device care has evolved. No longer is it a simple insurance offering that is neglected or forgotten by customer and operator alike.

Rather, it’s become a 360-degree service, with full visibility for both customer and operator, that’s intent on securing high customer advocacy and improving the crucial customer experience. Yes, the products that enable the device care will help drive greater loyalty, but ultimately, it’s what the customer experiences that matters most. Simplifying and automating processes to mitigate customer frustration will be instrumental in improving subscriber relationships and retention.

Alan Bentley is the head of global strategy at Blancco, an international data security company that offers certified, secure data erasure software for a range of IT assets, including laptops, mobile devices, LUNs, virtual machines, files and more.

Bastion Insurance has announced the appointment of former Supercover Insurance man Bernie Nunn as business development manager.

His appointment continues the growth of the gadget insurance specialists, with Nunn starting the role today (January 4).

Nunn joins from 1 Answer Network Limited, where he was a sales director for a year-and-a -half.

He has previously worked in a network capacity at T-Mobile UK and has also worked in the distribution sector with Fone Logistics, European Telecom, Moco and Carphone Warehouse.

However Nunn’s tenure at Supercover Insurance will provide him with the most relevant experience in his new role.

Nunn spent nearly a decade at Supercover where he worked as business development manager.

Experienced 

Commenting on his appointment, Bastion sales director and former colleague of Nunn’s at Supercover, John Fannon said: “He comes to us as a recognised and respected player in the industry with many years of hands-on experience and sound judgement under his belt.

“His previous experiences in both Mobile and Insurance combine perfectly for the role we are filling. We’re really looking forward to watching him develop the Devicecover business even further and creating new sales and revenue opportunities for our industry Partners – many of whom he knows very well indeed and has done for a number of years.”

On his new role, Nunn added: “I have watched Bastion with interest for a number of years now and have witnessed them going from strength to strength owing to their determination to build insurance products specifically designed for the Mobile Industry.”

Bastion Insurance has won the Mobile News Award for the past two years for Best Gadget Insurance with its Devicecover product.