infographic: world insurance report 2014
DESCRIPTION
World Insurance Report 2014 from Capgemini and Efma finds digital maturity is strongly correlated to profitability and efficiency.TRANSCRIPT
Claims Servicing
Online Claims Noti�cation
Online Claims Processing
Claims Reports Including Tracking
Proactive Claims Identi�cation, Assistance
and Processing
Positive Customer Experience Linked to Profitable Behaviors
32%18.2%#1 U.S.
is the only country with positive customer experience base over 50%
Netherlands had largest improvement
Insurers mastering digital delivery capabilities and onlineclient services for Research/Quoting or Claims can win!
Within 5 years, more than 30% of insurer business will occur DIGITALLY
View the Best and Worst in Customer Experience
www.worldinsurancereport.com
GLOBAL INSURANCE CUSTOMERS REPORTED POSITIVE CUSTOMER EXPERIENCE IN 2013
due to focus on digital and broker channels
Customers with positive experiences are nearly
Research and Get a Quote
Areas Where Digital Capabilities can Improve Customer Experience
2X likely to refer their friends or buy additional products
Policy Acquisition Policy Servicing
Mobile channel has the greatest impact on profitable customer behaviors.
AGENTSremain the dominant channel…
… but DIGITAL provides greater customer convenience and cost-cutting benefits
39%Agent
47%Agent
32%Internet
PC
41%Internet
PC
26%InternetMobile
31%InternetMobile
Life & Pensions Insurance
Life & Pensions Insurance
Life & Pensions Insurance
Non-Life Insurance
Non-Life Insurance
Non-Life Insurance