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凯捷：2014年全球保险报告(英文48 页)

发布：04-23 浏览: 来源:

凯捷：2014年全球保险报告(英文48 页)

 TABLE OF CONTENTS 

05 Preface
07 CHAPTER 1
Many Non-Life Insurance Markets Witness Increase in Profit Margins, Helped
by Stronger Ratios for Claims and Investments
07 — Introduction
08 — Efficiency Metrics Show Improvement across the Board
10 — Favorable Weather Conditions Drive Claims Ratio Improvement, While Continued
Investment in Operations and Channels Leads to Stable and Improving
Operational and Acquisition Ratios
17 — Conclusion
19 CHAPTER 2
Insurers Have Ample Opportunities to Deliver More Positive Customer
Experience, Potentially Impacting Their Profit Margins
19 — Introduction
20 — Capgemini’s Customer Experience Index (CEI) Measures How Well Insurers
Are Meeting Customer Expectations
20 — CEI Scores Increased across Several Markets, However the Percentage of
Customers with a Positive Experience Is Still Low
23 — Positive Experiences Lead to Customer Behaviors that Drive Profitability
26 — Internet-Mobile Holds Strong Potential to Move Customers to More
Profitable Behaviors
27 — Digital Channels Are Increasingly Important to Younger Customers
28 — Insurers Failing to Create Positive Experiences, Especially for Channels Most
Important to Customers
29 — Conclusion
31 CHAPTER 3
Growth in Digital Channels Requires Insurers to Embrace Top-to-Bottom
Transformation
31 — Introduction
32 — Internet Emerges As More Important than Most Traditional Channels
32 — Evolving Customer Demands Are Expected to Spur an Increase in Insurance
Business Occurring via Digital Channels
33 — Insurers Seek to Broaden Mobile Functionality in Response to Channel’s
Burgeoning Appeal
34 — Digital Capabilities Have Room for Improvement, Globally
37 — Customers Rank Research, Claims Servicing as Most Important Digital
Capabilities
37 — Leading Practitioners Use Digital Prowess to Enhance the Customer Experience
40 — Digital Intensity Combined with Operational Excellence Is Key to Way Forward
42 — Investments in Channel Integration, Touch Points, and Predictive Analytics Will
Drive Bottom-Line Growth
43 — Conclusion
44 Methodology
46 About Us
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