Дигиталната трансформация като фактор за устойчиво развитие на застрахователните брокери в България в условията на глобални икономически предизвикателства
Digital Transformation as a Factor for the Sustainable Development of Insurance Brokers in Bulgaria in the Conditions of Global Economic Challenges

Author(s): Antonio Vasilev
Subject(s): Economy, Business Economy / Management, ICT Information and Communications Technologies
Published by: Университет за национално и световно стопанство (УНСС)
Keywords: digital transformation; insurance brokers; InsurTech; sustainable development; customer experience
Summary/Abstract: Digital transformation is becoming a key factor for the sustainable development and increased competitiveness of insurance brokers in Bulgaria. The aim of the study is to analyse its impact on business models, processes, and client relationships. The methodological approach includes an analysis of secondary data and a survey conducted among brokers and clients. The results show that the use of CRM systems, online platforms, electronic signatures, and mobile applications improves efficiency and service quality. The regulatory requirements IDD, GDPR and DORA contribute to higher operational and cyber resilience.

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