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Risk in Context Podcast: Harnessing warranty program data to mitigate risks and enhance loyalty

In this episode of Risk in Context, our hosts discuss the multifaceted benefits of warranty programs, explore how they can foster customer loyalty, and speak about the importance of data in identifying potential risks and informing product improvements.

02/11/2025 · 2 minute read

Amidst strong competition, retaining customers is critical for manufacturers and other organizations in order to sustain their market share and reach revenue targets. Extended warranty programs have emerged as a strategic solution that provides these organizations with an efficient way to maintain customer engagement well beyond the initial purchase.

Aside from fueling customer loyalty, extended warranty programs provide manufacturers with a treasure-trove of data that can help them identify potential challenges that could emerge in their products beyond the original manufacturer warranty period. This knowledge enables them to proactively address issues and enhance overall customer experience and loyalty. Further, insurers can leverage this data to assess loss ratios and identify potential claims patterns, allowing them to make more informed underwriting decisions.

In this episode of Risk in Context, Phil Hobson, who leads Marsh’s International Affinity, speaks with Arun Narayanan, International Digital Leader and Chief Operating Officer for International Affinity, and Alessandro Filon, Affinity European Sales Leader. They discuss the multifaceted benefits of warranty programs, explore how they can foster customer loyalty, and speak about the importance of data in identifying potential risks and informing product improvements.

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Key takeaways

Data-driven insights enable risk identification and mitigation

Comprehensive and long-range data from warranty programs can help manufacturers gain a deeper understanding of product performance over time, allowing them to identify trends and potential issues, enabling proactive improvements and informed decision-making.

Comprehensive information informs underwriting decisions

Extended warranty data allows underwriters to gain deeper insights into product performance and claims patterns, contributing to more accurate risk assessments and coverage pricing strategies.

Aggregate global information provides deeper insights

A robust warranty program allows manufacturers to aggregate data across different regions and product lines, providing a comprehensive view of performance and enabling better risk management and predictive analytics.

About our speakers

Phil Hobson

Phil Hobson

Managing Director, International Affinity Leader

  • United Kingdom

Phil Hobson leads Marsh’s International Affinity segment, covering 60 countries, and is also the Chairman of their MGA in Italy, Victor Insurance. He specializes in OEMs, affinity program management, embedded insurance solutions, and the sharing economy, and has global responsibility for relationships with some of Marsh’s largest Affinity clients. With a deep understanding of the ever-evolving market dynamics and associated technologies, he develops cutting-edge strategies that drive growth and profitability. He has more than 38 years of experience within the industry, including 28 years at Marsh.

Arun Narayanan

Arun Narayanan

Head of Digital International

  • United Kingdom

Arun Narayanan is the Head of Digital for Marsh International and the COO for the International Affinity business. He is an entrepreneurial, client-focussed technologist with extensive expertise in harnessing data, analytics, and technology to transform customer offerings and drive growth within the commercial insurance sector. He has a proven track record leading complex transformation programs, building high-performing teams, leading digital innovation, and driving operational excellence.

Alessandro Filon

Alessandro Filon

Affinity European Sales Leader

  • Italy

Alessandro Filon is the Sales Leader for Affinity in Europe, bringing nearly 20 years of experience in the consumer insurance industry. He has dedicated his career to the Affinity space, working with both Marsh and insurance carriers. Since joining Marsh in 2012, he has developed deep expertise in sales and distribution across key affinity sectors and diverse geographies.

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