2020年世界保险报告 - Efma（英文版）.pdf

1、WORLD INSURANCE REPORT 2020 2 Contents Preface 3 Executive summary 4 Almost everyone is digital 5 Whats age got to do with it? 6 Online activity, shopping preferences indicate policyholder behavior 6 The new trust equation 7 Online research and social media have empowered customers to trust themselv

2、es to make policy decisions without agent/broker input 8 Sharing the love: Trust in non-traditional insurers is growing exponentially 9 Have it your way 12 Customers want personalized engagement hyper-personalized engagement 12 Are insurers delivering what policyholders want? 13 Products: Usage-base

3、d insurance is now mainstream 13 Timing: Reaching customers at the right, most impactful times 14 Channels: Information channels used by customers 15 Super-charged real-time data is fueling insurer lift off 20 The Inventive Insurers playbook: An evolutionary success path 22 Not there yet? You are no

4、t alone. 24 Methodology 25 About us 26 Acknowledgments 27 Anirban Bose Financial Services Strategic Business Unit CEO predict customers life situations and offer coverage when they need it most The right channels that customers prefer and access most Do insurers offer experience-led engagement based

5、 on what customers want? Surprisingly, half of the insurance executives interviewed said product fit was not necessarily critical to experience-led engagement Most firms lack adequate tools and techniques to help them understand and predict when to push appropriate products Less than 30% of insurers

6、 consider online channels website and mobile apps to be effective sales drivers, while more than 60% said agent/broker channels sell policies Super-charged, real-time data can fuel insurer lift off Real-time customer data is packed with valuable details to help insurers gain actionable insight into