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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 Discovers Vulnerability in Qualcomm Snapdragon Chips that can Lead to Data Loss & Device Compromise

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Kaspersky ICS CERT discovered a hardware-level vulnerability affecting Qualcomm chipsets that are widely used in a range of consumer and industrial devices, including smartphones and tablets, car components, IoT devices and more.

The vulnerability resides in the BootROM – firmware embedded at the hardware level. Attackers could potentially get access to any data stored on the device or device sensors like camera and microphone, implement complicated attack scenarios and in some circumstances get full control of the device. The results of the research were presented at Black Hat Asia 2026.

The vulnerability affects Qualcomm MDM9x07, MDM9x45, MDM9x65, MSM8909, MSM8916, MSM8952 and SDX50 series and was reported to Qualcomm in March 2025. Qualcomm formally acknowledged the vulnerability in April 2025. It has been assigned a CVE-2026-25262. Other Qualcomm-based chips may be affected as well.

Kaspersky researchers explored the Sahara protocol, a low-level communication system used when a Qualcomm chip enters Emergency Download Mode (EDL) – a special recovery mode designed for repairing or restoring smartphones or other devices. Sahara acts as the first step that allows a computer to connect to the device and load software before the operating system on the device starts.

Kaspersky demonstrated that a security flaw in this process could allow an attacker with physical access to the target device to bypass key security protections in the chip, compromise the secure boot chain and, in some cases, deploy malicious applications and backdoors to the chip’s Application Processor, thus fully compromising the entire device.

For example, in cases when the target device is a smartphone or a tablet, the attacker can potentially get access to entered user passwords, and subsequently this opens further access to multiple types of sensitive user data, such as files, contacts, location, access to the devices’ camera and microphone, etc.

A potential attacker only needs a few minutes of physical access to a device to compromise it. Therefore, if a smartphone has been sent for repair or left unattended for a short time, one can no longer be sure it is not infected. Researchers warn that the threat extends beyond end-user scenarios to include potential compromise during the supply chain phase.

“Vulnerabilities like this may allow attackers to deploy malware that is difficult to detect and remove. In practice, this could enable covert data collection or influence device behaviour over extended periods of time.

“While a reboot might seem like an effective way to remove such malware, it cannot always be relied upon: compromised systems may simulate a reboot without actually resetting. In such cases, only a complete loss of power – including battery depletion – guarantees a clean restart,” comments Sergey Anufrienko, security expert at Kaspersky ICS CERT.

Kaspersky advises organisations and individual users to exercise strict physical security control over devices including at the supply, maintenance and decommissioning phases. A reboot of the device by cutting off the power supply to the affected chip (if available) or full battery discharge may help to get rid of the malware if it was installed.


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Survey Shows Gaps in Cybersecurity Policies and Employee Commitment Leave Organisations Vulnerable

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A recent Kaspersky survey entitled “Cybersecurity in the workplace: Employee knowledge and behaviour”, showed that 39% of professionals in the Middle East, Turkiye and Africa (META) region, consider cybersecurity rules in their company to be excessive or not fully appropriate.

While 7% noted that their organisations do not have cybersecurity rules or that they are not aware of them. These results show a disconnect between corporate cybersecurity policies and employee commitment to these rules, underscoring the risks associated with shadow IT and unmanaged device usage in the workplace.

Shadow IT is defined as the use of unauthorised software, devices, or services without IT oversight, and it has evolved into a critical business risk. While often driven by employee productivity needs, it creates blind spots for IT departments.

The rise of hybrid work environments, increased reliance on cloud-based tools and the spread of AI tools have accelerated this trend. Without robust cybersecurity management and oversight, organisations face heightened exposure to ransomware attacks, data leaks, and regulatory penalties.

19% of survey respondents in the META region said there are no policies regarding the use of non-corporate devices in their company. 35% of employees admitted that they can use their own devices to access business information, provided they have some type of cybersecurity protection, even consumer-grade software.

On the positive side, 21% said they can use their own device, but these must first pass more stringent corporate IT security checks; while 25% of respondents indicated that only devices provided by the IT function can be used for work purposes.

The situation is significantly better with permissions for employees to install software on corporate devices without IT department’s approval. 50% reported that only IT specialists in their company are allowed to install software, while in 31% of organisations only top management or designated users can do so. 11% of employees can install software that is approved by the IT team. However, 8% of respondents said that all users can install any software they need without IT agreement in their organisation.

At the same time 21% of professionals surveyed acknowledged that within the past year they installed software on their work devices without IT supervision. That highlights a persistent shadow IT challenge that continues to expose organisations to security vulnerabilities, compliance risks, and data breaches.

“Shadow IT is now a mainstream operational risk. When one in five employees installs software without IT oversight, it signals a policy gap. Many organisations already have security policies in place, but employee perception must also be considered.

Organisations should move beyond restrictive controls and instead implement intelligent, user-centric cybersecurity strategies that combine strategies that integrate technology with employee awareness and responsible use,” said Toufic Derbass, Managing Director for the META region at Kaspersky.

 


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Microsoft Faces £1.7Bn Cloud Lawsuit in UK over Alleged Market Abuse

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Microsoft is facing a £1.7 billion ($2.3 billion) class action lawsuit in the United Kingdom over allegations that it abused its dominant market position in cloud computing.

Microsoft Faces £1.7bn Cloud Lawsuit in UK Over Alleged Market Abuse

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The case, filed before the Competition Appeal Tribunal, was brought by Maria Luisa Stasi on behalf of about 59,000 British businesses and organisations. It alleges that Microsoft unfairly imposed higher costs on customers running its Windows Server software on rival cloud platforms.

Stasi said the company’s practices have had a significant financial impact on both public and private sector organisations over several years.

In allowing the case to proceed, the tribunal ruled that it has a “reasonable prospect of success.” The judges noted that Microsoft is alleged to have abused its dominance in the paid server operating system market to undermine competition in the cloud services space.

If the claim succeeds, compensation for affected organisations is estimated to range between £1.7 billion and £2.1 billion.

Microsoft has rejected the allegations and confirmed it will appeal the ruling. A company spokesperson said the decision does not represent a final judgment on the claims and that it disputes the substance of the case.

The lawsuit comes as regulators in the UK and the European Union intensify scrutiny of Microsoft’s cloud business practices. UK authorities are currently assessing whether the company should be designated as having “strategic market status,” a move that would subject it to stricter competition rules.


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