下面是小编为大家整理的2020年全球保险报告（完整文档）,供大家参考。
E x e c u t i ve s um ma r y
A l m o s t
e v e r y o n e
i s
d i g i t a l
• D igi t a l
ad opt ion
i s
no
l on ge r
a
f u nc t ion
of
a ge b u t
i s
no w
m a in s t r e a m
ac r o ss
gene r a t ion s .
–
P r o l o ng e d
c o r o n a v i r u s
l o c k do w n s
in
2020 a r e
f o r c ing
uni v e r s a l
l e a r ning
a n d
e x t e n s i v e
u s e
o f
d igi t a l
c h a nn e l s f o r
d a y - t o - d a y
t r a n s ac t i o n s .
E v e r y o n e
i s
d igi t a l
m a y
s oo n
b e c o m e
a
g l ob a l
s l o g a n
• T w o
o v e r a r c hing
f ac t o r s
d e fi n e
c u s t o m e r
b e h a v i o r
w h e n
i t
c o m e s
t o
b u y ing
in s u r a n c e
–
s o c i a l
m e d i a
b e h a v i o r
a nd
s hopp ing
pr e f e r ence s .
• T h e
n e w
t r u s t
e q u a t i o n
–
T od a y ’ s
c u s t ome r s
t r u s t
on li ne r e s e a r c h
a nd
s o c i a l
me d i a
t e s t imoni a l s
f r om
f r i e nd s
o v e r
br ok e r / a ge n t
ad v i c e a nd
f ee l
pr e p a r ed t o
m a k e
i nde p e nde n t
po li c y
p u r c h a s e
d e c i s ion s
–
C u s t o m e r s
a r e
in c r e a s ing l y
w i ll ing
t o
b u y
in s u r a n c e
f r o m
n o n - t r a d i t i o n a l
fi r m s
s u c h
a s
B ig T e c h s
o r
p r od u c t
ma nu f ac t ur e r s
( e g .,
T e s l a )
H a v e
i t
y o u r
w a y
–
hy pe r - pe r s o n a l i ze d, e x pe r i e n c e - l e d
e n g a g e m e n t
i s
c r i ti c a l
• T o
e ff e c t i v e l y
e ng a g e
w i t h
t od a y ’ s
k n o w l e d g e - e m po w e r e d
po l i c y h o l d e r s ,
in s u r e r s
mu s t
p r i o r i t i z e :
–
t h a t
s ui t
e v o l v ing
n ee d s
a n d
p r e f e r e n c e s
ac r o ss
t h e
c u s t o m e r
l i f e c y c l e
–
w h e n
c u s t o m e r s
a r e
l i k e l y
t o
p e r c e i v e
in s u r a n c e
t o
b e
v a l u a b l e ;
p r e d i c t
c u s t o m e r s ’
l i f e
s i t u a t i o n s
a n d
o ff e r
c o v e r a g e
w h e n
t h e y
n ee d
i t
m o s t
–
t h a t
c u s t o m e r s
p r e f e r
a n d
acc e ss
m o s t
• D o
in s u r e r s
o ff e r
e x p e r i e n c e - l e d
e ng a g e m e n t
b a s e d
o n
w h a t
c u s t o m e r s
w a n t ?
–
S u r p r i s ing l y ,
h a l f
o f
t h e
in s u r a n c e
e x e c u t i v e s
in t e r v i e w e d
s a i d
p r od u c t
fi t
w a s
n o t
n e c e ss a r i l y
c r i t i ca l
t o
e x p e r i e n c e - l e d
e ng a g e m e n t
–
M o s t
fi r m s
l ac k
a d e q u a t e
t oo l s
a n d
t e c hni q u e s
t o
h e l p
t h e m
un d e r s t a n d
a n d
p r e d i c t
w h e n
t o
p u s h
a ppr op r i a t e
pr od uc t s
–
L e ss
t h a n
30 %
o f
in s u r e r s
c o n s i d e r
o n l in e
c h a nn e l s
–
w e b s i t e
a n d
m ob i l e
a pp s
–
t o
b e
e ff e c t i v e
s a l e s
d r i v e r s ,
w hi l e
m o r e
t h a n
60 %
s a i d
a g e n t / b r o k e r
c h a nn e l s
s e ll
po l i c i e s
S upe r -c h a r g e d,
r e a l - ti m e
d a t a
c a n
f u e l
i ns u r e r
l i f t
o ff
• R e a l - t im e
c u s t o m e r
d a t a
i s
p ac k e d
w i t h
v a l u a b l e
d e t a i l s
t o
h e l p
in s u r e r s
g a in
ac t i o n a b l e
in s igh t
in t o po li c y ho l de r
pr e f e r ence s
t h a t
ca n
pr op e l
e ng a geme n t
t o
t he ne x t
l e v e l .
• B a s e d
o n
c u s t o m e r
d a t a ,
in s u r e r s
ca n
r e v i s i t
t h e i r
po r t f o l i o s
w i t h
a
k ee n
e y e
o n
p r od u c t s
t h a t
acc o mm od a t e
c u s t ome r s ’
c u rr e n t
ne e d s
a nd
high
de m a nd
f or
u s a ge - b a s ed in s u r a nce .
• M e a ning f u l
d a t a
min e d
f r o m
a ll
po l i c y h o l d e r
t o u c h po in t s
ca n
h e l p
fi r m s
m a p
t h e
c u s t o m e r
j o u r n e y
t o
e nh a n c e o ff e r ing s
a n d
p r o m o t i o n a l
t iming .
• A
h y b r i d
b l e n d
o f
d igi t a l
a n d
e m o t i o n a l
c o nn e c t i o n
o ff e r s
a
b a l a n c e d
a pp r o ac h
t o
p e r s o n a l i z e d
e ng a g e m e n t .
• A l t h o ugh
t od a y ’ s
c h a ll e ng e s
m a y
a pp e a r
d a un t ing ,
in c um b e n t s
a r e
n o t
a l o n e .
N o w
i s
t h e
t im e
f o r
in s u r e r s
t o e m b r ac e
t h e
op e n
e c o s y s t e m
a n d
t o
c o ll a bo r a t e
a t
s ca l e
w i t h
m a t u r e
I n s u r T e c h s
a n d
t hi r d - p a r t y
s p e c i a l i s t s
t o d e v e l op
inn o v a t i v e
s o l u t i o n s
a n d
e n a b l e
q ui c k
m a r k e t
l a un c h e s .
4
W o r l d
I n s u r a nc e Re po r t
2020
e v er y o n e
i s
d i g i t a l
W h e n
y o u
h e a r
t h e
t e r m
,
w h a t
do
y o u e nv i s i o n ?
Y o ung
p e op l e
u s ing
s m a r t p h o n e s
t o
po s t s e l fi e s
a n d
s h a r e
c o mm e n t s ?
O r
80 - s o m e t hing s do min a t ing
I n s t a g r a m
a s
s e ni o r
in fl u e n c e r s ?
A r o un d
70 %
o f
b a b y
boo m e r s
in
t h e
U ni t e d
S t a t e s u s e d
s m a r t p h o n e s
in
2019 ,
a n d
a bo u t
60 %
u s e d
s o c i a l m e d i a .
F o r
G e n
X
a n d
mi ll e nni a l s ,
t h e
num b e r s
w e r e 90 %
a n d
93 %
f o r
s m a r t p h o n e
u s e
a n d
76 %
a n d
86 % f o r
s o c i a l
m ed i a,
r es pect i v e l y . 1
S o ,
w h a t
do e s
t hi s
m e a n ?
I t
m e a n s
t h a t
d igi t a l adopt ion
i s
no
l on ge r
a
f u nc t ion
of
a ge b u t
h a s b e c ome
m a in s t r e a m
ac r o ss
gene r a t ion s .
R e s po n s e s
t o
C a p g e mini
c u s t o m e r
s u r v e y s
( a s
p a r t o f
r e c e n t
W o rl d
I n s u r a n c e
R e po r t s )
i ll u s t r a t e
t hi s phe nomenon .
W hi l e
i t ’ s
no t
s u r pr i s ing
t h a t
mor e
a nd m o r e
mi ll e nni a l s
u s e
d igi t a l
c h a nn e l s
a s
p a r t
o f
d a i l y l i f e ,
i t
i s
n o t e w o r t h y
t h a t
p r e c e d ing
g e n e r a t i o n s
h a v e n o w
ca ugh t
u p
( F igu r e
1 ) .
G e n
X
a n d
p r e v i o u s
g e n e r a t i o n s
h a v e
r e a l i z e d
t h a t d igi t a l
c h a nn e l s
a r e
c o nv e ni e n t
a n d
e a s y
t o
op e r a t e
– a n d
h a v e
b r o a d l y
e m b r ac e d
t h e i r
u s e .
T h e
i rr e s i s t i b l e a pp e a l
o f
c o nv e ni e n t l y
acc e ss ing
s e r v i c e s
24 / 7 e r od e d t he gene r a t ion a l
d igi t a l
d i v i de a nd
d r o v e
mob i l e
a pps
a nd
on li ne c h a n ne l s
m a in s t r e a m
f or
d a y - t o - d a y
e ng a g e m e n t
b y
ju s t
a bo u t
e v e r y o n e .
T h e
c r um b l ing
o f
t h e
d igi t a l
d i v i d e
a n d
c r i t i ca l
e v e n t s in
t h e
p a s t
f e w
d e ca d e s
t h a t
h a v e
s h a p e d
t h e
s o c i o - e c o n o mi c
s c e n a r i o
o f
t od a y
a r e
t h e
k e y
r e a s o n s
w h y
a ll
a g e
g r o u p s
h a v e
b e gun
t o
a dop t
a
mi ll e nni a l min ds e t
( p e r s o n a l it y
dim e n s i o n s
in c l uding
us e
o f d igi t a l
c h a n ne l s ,
on li ne s hopp ing ,
a
p enc h a n t
f or
t he s h a r ing
e c onom y ) .
In
s hor t ,
t he mi ll e nni a l
mind s e t
h a s t r ans c e n d e d
age .
M o r e o v e r ,
a s
p r o l o ng e d
C O V I D - 19 v i r u s
l o c k do w n s f o r c e
p e op l e
t o
l e a r n
a bo u t
a n d
e x t e n s i v e l y
u s e
d igi t a l c h a nn e l s
f o r
d a y - t o - d a y
t r a n s ac t i o n s
–
i rr e s p e c t i v e
o f
Figure
1.
Customers
frequently
doing
transactions
online
or
via
mobile
app
(%),
2018–2020
Millennials
Gen
X
or
older
(
Note:
We
analyzed
customers’ use
of
websites/mobile
apps
to
purchase
electronics, clothes, food/groceries,
or travel-related
or
entertainment
services,
or
to
pay
bills,
transfer
money, or
make
investments. Source:
Capgemini
Financial
Services
Analysis,
2020;
Capgemini
Voice
of
the
Customer Survey,
2018,
2019,
2020.
1
P e w
R e s e a r c h
C e n t e r ,
“ Mi ll e nni a l s
s t a n d
o u t
f o r
t h e i r
t e c hn o l o g y
u s e ,
b u t
o l d e r
g e n e r a t i o n s
a l s o
e m b r a c e
d igi t a l
l i f e , ”
E mi l y
A .
V o g e l s ,
S e p t e m b e r
9 ,
2019 ,
ht t p s : // www . p e w r e s e a r c h . o r g / fa c t - t a n k / 2019 /0 9 /0 9 / u s - g e n e r a t io n s - te c hn o l o g y - u s e / .
5
C h i e f
I n f o r m a t i o n
a n d
S t r a t e g y
O ffi c e r ,
a g e
o r
t e c h - s a vv in e ss
–
t h e
d igi t a l
d i v i d e
w i ll
n a rr o w eve n
f u r t h e r .
m a y
s oo n
b e c o m e
a g lo b a l
s lo g a n .
I f
a ge a nd
t e c h - s a vv i ne ss
a r e
no
l on ge r
c o n s u me r d i ff e r e n t i a t o r s ,
w i ll
t h e
c u s t o m e r
p r e f e r e n c e
c u r v e b e
fl a tt e n e d ?
N o t
l i k e l y .
W hi l e
o n l in e
r e v i e w s
a n d r a t ing s
in fl u e n c e
a r o un d
60 %
o f
p u r c h a s e
d e c i s i o n s , a bo u t
40 %
o f
s h opp e r s
s t i ll
s ee k
in p u t
f r o m t r a d i t i o n a l
s o u r c e s
s u c h
a s
s a l e s
s t a ff ,
a g e n t s ,
a n d b r o k e r s .
A r o un d
40 %
o f
c u s t o m e r s
a r e
w i ll ing
t o
p a y m o r e
f o r
a
fi r m’ s
b r a n d
n a m e ,
b u t
a pp r o x im a t e l y 60 %
pr e f e r
v a l ue - f or - mone y
a nd
w i ll
b u y
f r om
a l e ss e r -k no w n
br a nd .
A n d
t h a t ’ s
w h y
i t
i s
e ss e n t i a l
f o r
in s u r e r s
t o
d e t e r min e po l i c y h o l d e r s ’
dist ingui s hing
c h a r ac t e r i st i c s ,
b eyo n d t e c h - s a vv in e ss ,
t o
s e gm e n t
acc o r d ing l y ,
a n d
t o
m o r e f u ll y
u nde r s t a nd
t he d y n a mi c s
o f
t he c u s t o me r
b a s e .
Wh a t ’ s
a g e
g o t
t o
d o
w i t h
i t ?
O n l i n e
a c ti v i t y ,
sho pp i n g
p r e f e r e n c es in d i c a t e
in s ured
b eh a v i o r
We
a n a l y z e d
c u s t o...
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