Percent of total
Key theme
Preferred interaction points for searching
Preferredinteraction points for purchase
Younger than 30
Influencing the connectedinsurance customer Milliennials
Interactions between insurers and individuals keep changing
The changing imperatives
BoomersOlder than 50
wants to interact with others
71% 58%
is omni-channel
is looking for advice
is open to new products and ideas
59% 54%59% 51% 49% 35%
The insurance customer of the future....
Expanded partnerships (home builder, airline, health care provider, car sharing company)
Data access and sharing across the ecosystem – from and to the insurer
Recombination of classical touch points (agent/community manager) with digital (Web app, mobile apps) and completely new (avatar, refrigerator app)
Product packages that cross traditional lines of business to connect customer goals – transition from coverage based to needs based
Individualized risk and premium calculation with flexible adjustments
End-to-end processes with high degree of automation
Networks
What to do
Ecosystem
Access pointsProducts
Risk
Processes
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“I know what I want and organize myself”
Web
All
Security oriented individualist
16%“I do not like insurers, make it cheap and stay away”
Web
All Web and telephone
Price-oriented minimalist
15%“I need personal advice”
All personal
All personal
Demanding support-seeker
15%“I take time to research to find the best”
All with tendency toward newer technologies
All with tendency toward newer technologies
Informed optimizer
15%“I trust my insurer and remain a loyal customer”
Tied agents and peers
Tied agents
Loyal quality-seeker
17%“I need advice but prefer to keep my distance”
Peers
All personal
Support-seeking skeptic
23%
Growth