https://phaidrabg.bg.ac.rs/o:35874 ISBN: 978-86-403-1836-5 The prominent forces and trends have been impacting the insurance industry operations and performances in the past decade. Digital transformation is at the forefront of these forces, accompanied with the global environment, social and governance agenda and shift in the overall and economic environment triggered by, among other factors, COVID-19 crisis. In contrast with the ultra-low interest rates set by central banks following the 2008 financial crisis, when quantitative easing policy highlighted the stance of monetary policy, interest rates have recently risen rapidly and are expected to remain at elevated levels in the foreseeable future. In general, digital transformation allows for developing virtual infrastructures and platforms that innovate business processes, services and customer products across different industries. By the manner of innovations, companies and industries periodically reinvent themselves and add to the wellbeing of the society. Customers with regard to the level of service excellence from companies in virtually all industries expect to integrate contemporary digital technologies within their operations and products offered. Many of these technologies have disruptive effects and insurance industry is not an exception. This research is supported by the Ministry of Science, Technological Development and Innovation of the Republic of Serbia by the Decision on the transfer of funds to finance the scientific research work of teaching staff at faculties in 2024, No. 451-03-65/2024-03/200097 of 5 February 2024. DIGITALIZATION IN INSURANCE DRIVEN BY CONSUMERS AND TECHNOLOGY eng Lukić, Velimir Popović, Svetlana Živković, Aleksandar University of Belgrade, Faculty of Economics and Business info:eu-repo/semantics/conferenceProceedings TRANSFORMATION OF THE INSURANCE MARKET - RESPONSES TO NEW CHALLENGES startpage: 259 endpage: 276 2024 application/pdf 442137 bytes Keywords: digitalization, insurance http://creativecommons.org/licenses/by-nc-nd/4.0/legalcode