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The Unified Insuree Experience Advantage is Key for Insurers to Scale into New Markets

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By Dorotea Vatavuk

With customers rapidly adopting digital communication channels that offer quick, simple and convenient processes, digitalisation of the entire insurance process is unavoidable. In fact, digital transformation for the insurance industry is no longer an option, but a necessity.

Traditional processes are increasingly becoming frustrating for the modern customer, who is realising that there are better and easier ways to do things. These are trends that those customers are seeing across other industries and expect their insurers to deliver similar digitalised processes that enhance the customer experience.

For the most part, we are seeing a serious underutilisation of digital channels in the insurance sector. While some insurance companies are trying to keep up with the needs of the modern customer by using digital channels, such as SMS and email, most are still relying on traditional platforms for their business-critical processes.

So, in reality, many insurers are adding digital channels to their traditional ones, but are not using them in a way that leads to the optimisation of their business processes.

This results in complex onboarding and policy renewal procedures that are tiring for both clients and staff. This, alongside an overall process that still relies on traditional engagement methods such as telephone or face-to-face communication and even the physical printing and posting of documents.

Omnichannel strategy

The modern customer looking for cover and insurance companies must realise that adopting an omnichannel communication strategy is the key ingredient to delivering a superior insuree experience. There is a need to offer support over multiple communication channels, and insurance companies need to ensure that they have the right channels for different customer segments.

Starting with onboarding – where insurance companies make their first impression – the modern customer expects a simple and hassle-free process. Once the client is onboarded, the insurer should focus on client retention, keeping in mind their own profitability.

However, we are still observing a lack of pro-active support and a lot of missed opportunities, mainly due to insurers’ inability to personalise engagement. Another challenge is that without rich data, insurance companies are unable to provide the most suitable products for their customers along the different steps of their lifecycle. This means a direct loss of business that was actually within the insurer’s reach.

An omnichannel communication strategy will give insurers the ‘Unified Insuree Experience’ advantage, so it is key for businesses to automate their processes to serve their customers better and faster. In return, companies will save on resources, time and money. While this might sound contradictory, it is actually quite achievable.

Insurance businesses can streamline their processes and provide their clients with a superior level of service, while reducing costs at the same time. Similarly, it is possible to scale customer engagement and experience by, for example, making e-policy delivery faster and more secure, while lowering costs.

Optimising the contact centre

In addition, it is possible for insurers to optimise their contact centre, or even fully replace the legacy, on-premises contact centre with a digital one. With a cloud-based digital contact centre, multichannel interactions with clients can be made through voice, email, SMS, and even chat apps, allowing insurers to be in touch with their clients from virtually anywhere and on the channels their customers prefer.

Achieving the Unified Insuree Experience advantage is not only possible but is expected of any insurance service provider that aims to stay profitable and scale into new markets.

To meet this increased demand for innovative product and service offerings, insurers must partner with a service provider that can lead them through the digitalisation of each and every step of their customer’s lifecycle.

Ideally, companies should avoid introducing partial solutions or single channels, and rather look for a provider that can support full digitalisation, with an all-in-one, feature-packed solution that allows for a 360-degree view of the customer, cross-channel orchestration and powerful analytics. Everything a company needs for a successful journey into the digital realm should be on one platform.

In essence, insurance companies should partner with a provider that can bring it all together and ensure that their digital channels are not underutilised and that the organisation does not miss opportunities to grow its business throughout the insuree lifecycle. The right partner will provide a solution that can support an insurer’s expansion into new markets and follow them as they grow.

Dorotea Vatavuk is Enterprise Sales Lead at Infobip


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E-Business

Kaspersky Brings AI-driven Context to Cloud Workload Security

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Kaspersky has updated its Cloud Workload Security (CWS) offering, introducing AI-powered workload analysis, enhanced integrations and performance optimisations designed to help organisations better secure complex cloud and hybrid environments.

The latest update brings integration with OpenAI API in the Kaspersky Container Security (KCS) part of the offering, also resulting in the creation of a new Advanced Pro license within the product.

The new capability provides contextual descriptions of detected vulnerabilities and potential risks, helping accelerate investigations, reduce knowledge gaps and support faster decision-making.

Designed for modern DevOps and hybrid cloud environments, Kaspersky CWS provides centralised visibility across workloads, Kubernetes clusters and cloud platforms, while supporting runtime protection, shift-left security practices and regulatory compliance requirements.

AI-driven visibility and improved workload protection

The update allows organisations to enrich container image scanning results with automated explanations and risk context generated by third-party large language models integrated via OpenAI API. By transforming technical scan data into actionable insights, the feature helps teams prioritise remediation and streamline security operations.

Additional improvements include single sign-on (SSO) integration and multi-domain Active Directory support, enabling more seamless deployment across distributed enterprise environments.

To optimise performance, Kaspersky CWS now also enhances image scanning efficiency by skipping oversized images when needed and avoiding rescans of identical images within a predefined timeframe. Expanded security policy capabilities and UX/UI updates further simplify workload protection and policy management.

Enhanced protection across cloud environments

The new release also updates Light Agent components, now leveraging the latest versions of Kaspersky Endpoint Security for Windows (version 12.12) and Kaspersky Endpoint Security for Linux (version 12.4) to improve overall security and integration capabilities.

“As AI adoption accelerates across industries, organisations are increasingly relying on containerised environments – placing additional pressure on security teams.

“To help ease this burden, we introduced AI integration within Kaspersky Cloud Workload Security that enables security professionals, including those just beginning their journey in container security, to make faster decisions and gain deeper insight into potential risks and vulnerabilities,” comments Anton Rusakov-Rudenko, Senior Product Marketing Manager, Cloud & Network Security at Kaspersky.

“Combined with performance optimisations and expanded integration capabilities, the solution helps organisations to protect cloud environments more efficiently while maintaining operational resilience.”

 


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SARS Denies Being Hacked by Nullsec Nigeria, Hacker Group

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South African Revenue Service (SARS) has dismissed claims that its systems were breached, following allegations by a hacker group that it had compromised the tax authority’s digital infrastructure.

SARS Denies Being Hacked by Nullsec Nigeria, Hacker Group

The controversy emerged after Nullsec Nigeria, a threat actor  also known as Anonymous Nigeria, claimed to have breached both SARS and the State Information Technology Agency (SITA).

The hacktivist group allegedly posted links to download what it claimed was compromised data on the Breached hacker forum on Saturday, 23 May 2026, sparking concerns over a possible cyberattack targeting government systems.

However, SARS said it had conducted a thorough investigation into the claims and found no evidence that its systems had been compromised.

“SARS continuously monitors its systems for any suspicious activity and has conducted a thorough investigation in response to these reports. These claims are false and unsubstantiated,” the revenue service said in a statement.

“At this stage, there is no evidence that SARS’s systems have been compromised. SARS wishes to reassure the public regarding the integrity of its systems.”

The tax authority stressed that safeguarding taxpayer information remains one of its core responsibilities and forms part of its broader efforts to maintain public confidence in South Africa’s tax administration system.

SARS said the “protection of taxpayer information and the security of its digital platforms” is treated as “sacrosanct”.

The agency also urged South Africans to avoid sharing unverified claims and instead rely on official channels for accurate information.

“Members of the public are urged to verify information before sharing and not to circulate unverified claims or rely on information from unofficial sources,” SARS said.

At the same time, SARS warned taxpayers to remain vigilant against phishing scams and fraudulent messages falsely claiming to be from the tax authority.

For guidance on identifying scams and phishing attempts, SARS directed the public to its official online resource page: SARS scams and phishing guidance

SARS said it would continue monitoring its digital environment and communicate any developments through official platforms should the need arise.


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Pope Calls for ‘Disarming’ of AI, Warns of “New Forms of Slavery”

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Pope Leo XIV called Monday for the “disarming” of artificial intelligence in his long-awaited manifesto on the rapidly developing technology, and warned of “new forms of slavery” behind its rise.

Pope Calls for ‘Disarming’ of AI, Warns of “New Forms of Slavery”

Leo, warned against “a race for ever more powerful algorithms and larger datasets, driven by the desire to secure geopolitical or commercial dominance”.

He presented his first encyclical, “Magnifica Humanitas” (Magnificent Humanity) in person at the Vatican, alongside AI experts including Christopher Olah, co-founder of US giant Anthropic.

Anthropic is embroiled in a legal battle with the US military after opposing the use of its technology for lethal autonomous warfare and mass surveillance.

At the presentation, Olah said AI companies operate “inside a set of incentives and constraints that can sometimes conflict with doing the right thing”.

He welcomed input from outside actors like the Catholic Church, to “push events in a better direction” saying that “the questions raised by AI are bigger than the AI research community”.

In the encyclical, Leo also sounded the alarm over AI-directed weaponry, saying it was “not permissible to entrust lethal” decisions to tech.

Leo has repeatedly clashed with the White House over the Iran war and its use of religion to justify conflict.

The “just war” theory — espoused recently by the Trump administration — was “outdated”, Leo wrote, adding that “no algorithm can make war morally acceptable”.

AI could be worth up to $4.8 trillion by 2033, a 25-fold increase in a decade, while concentrating its profits in the hands of a limited few, according to the United Nations.

“Disarming AI means freeing it from the mentality of ‘armed’ competition,” the pope wrote.

“To disarm does not mean rejecting technology, but preventing it from dominating humanity,” Leo wrote.

AI should be “human-friendly”, accessible to all, and open to discussion and debate, he added.

The head of the world’s 1.4 billion Catholics has made the hot-button issue a cornerstone of his papacy by dedicating to it his first encyclical — a document that lays the basis for Church teaching and longer-term debate.

The manifesto references a range of cultural giants, from Greek philosopher Plato to Beethoven and his Ninth Symphony, even citing a character from JRR Tolkien’s “The Lord of the Rings”.

“Magnifica Humanitas” was signed on May 15, the 135th anniversary of an 1891 encyclical by Leo XIII, which laid the foundations of the Church’s social doctrine during the Industrial Revolution.

 

 


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