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The third session focused on “Expand- service experiences. The fifth session,
ing into Life Insurance and the Private titled “The Role of Insurance Agents
Pension System (PPS) for Insurance in the Service Ecosystem,” explored
Agents.” The discussion highlighted life operational management, technology
insurance and the Private Pension Sys- integration, and the responsibilities
tem (PPS) as significant growth oppor- assumed by insurance intermediaries
tunities for insurance agents, while ex- during disasters and crisis situations. The
ploring the reasons why agencies have yet discussion underscored that collaboration
to establish a stronger presence in these among the various stakeholders within
segments. The panel was moderated by the insurance ecosystem plays a critical
Aysun Yıldız, Deputy Secretary General role in ensuring customer satisfaction.
of the Insurance Association of Türki- Moderated by Cem Yılmazer, the panel
ye (TSB), and featured Gökhan Uçar, featured Haluk Yeşilbayraktar, General
Chairman of the Board of Ünlem Sigor- Manager of HOMER Smart Auto
ta, Selçuk Adıgüzel, President of AXA Service, Dr. Selçuk Tiftik, Chairman of
Hayat ve Emeklilik, Gökhan Sertsöz, the Board of REMED ASSISTANCE,
Deputy General Manager of BNPPC, and Balkır Demirkan, Secretary General of
Arda Turcan, Founder of Siar Sigorta, DASK, and Suzan Süsen Ümit, General
Agencies: Artificial Intelligence and the who enriched the discussion with their Manager of Derman Sigorta.
Evolution of the New Customer Experi- expertise and experience.
ence,” explored the impact of technol- The sixth session, titled “The Position
ogy on insurance distribution channels. The fourth session, titled “Service of Insurance Agents in a Multi-Channel
Moderated by Cem Yılmazer, General Quality, Product Diversity and Service World: Competition or Balance?”, ex-
Manager of BEST Publishing, the panel Reliability,” was moderated by Cem amined the role of different distribution
featured Erdem Çalışkan, CEO of Ven- Yılmazer and featured Ünal Ünaldı, models within the insurance industry. The
hancer, Melek Yılmaz, COO of sigortaa- Chairman of the Board of RS Holding, panellists agreed that a balanced struc-
centesi.com, and Fatih Tunga, General Eyüp Özsoy, General Manager of Quick ture centred on customer needs, rather
Manager of Tunga Sigorta. Sigorta, Zübeyde Erdemir, General than competition among distribution
Manager of Zer Sigorta, and Bekir Kılıç, channels, would better support the indus-
The panellists highlighted that artificial Chairman of the Board of Magarsus try’s growth. The session was particularly
intelligence is creating new opportunities Sigorta Brokerliği. The panel examined noteworthy as both the moderator and all
across a wide range of areas, from op- changing customer expectations in the panellists were insurance agents, making
erational efficiency to customer engage- insurance industry. The speakers noted it a significant gathering of industry pro-
ment. At the same time, they emphasised that product diversity alone is no longer fessionals. Moderated by Özgür Yılmaz,
that trust remains the fundamental cor- sufficient, emphasising that customers General Manager of Yılmaz & Yılmaz
nerstone of the insurance business. now place greater importance than Sigorta, the panel featured Hande Önal,
ever on fast, transparent and reliable General Manager of Hande Önal Sigorta,