Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014

Digital maturity, challenges and

global trends in the Insurance Sector

Jan Verlinden

Insurance Leader Belgium

Capgemini

World Insurance Reports bring Insights on the Insurance Sector

27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector

Jan Verlinden – Insurance Leader Belgium at Capgemini

Customer

Experience

Index (CEI)

15,500 customers

30 markets

Exploring three dimensions:

• products

• networks/channels

• customer lifecycle

Efficiency

Ratio Model

14 countries

Five ratios analyzed:

• Claims Ratio

• Acquisition Ratio

• Operational Ratio

• Underwriting Ratio

• Investment Ratio

Spotlight

Digital Capabilities

of Insurers • Current state of insurer

digital capabilities

• Need for insurers to go

digital given the growth of

internet and mobile channels

• Digital transformation

to achieve top and

bottom-line growth

Customer Experience Index (CEI)

measures the Customer Experience Across Three Dimensions



Channels/Networks

CEI

Research and Getting a Quote

Policy Acquisition

Policy Servicing

Claims Servicing

Insurance Agents

Insurance Brokers

Bank Branches

Life and Savings

Pensions and Annuities

Automobile Insurance

Property Insurance

Phone/Call Centre

Internet

MobileSource: Capgemini World Insurance Report, 2014

A Satisfied Customer has not necessarily a Positive Customer Experience



Source: Capgemini World Insurance Report, 2013 & 2014

67%

70%

70%

72%

21%

20%

17%

17%

12%

10%

13%

11%

40%

37%

44%

40%

55%

57%

52%

54%

5%

6%

4%

6%

CEI

Satisfaction

CEI

Satisfaction

CEI

Satisfaction

CEI

Satisfaction

Belgium

The Netherlands

France

Germany

Customers with a positive Customer Experience are more as twice as

likely to refer a friend



71%

58%

46%

37% 36%

21%

41%

34%

28%

19% 19%

12%

0%

20%

40%

60%

80%

100%

Latin America

Developing APAC

North America

Developed APAC

Europe Belgium

Life

33% 67% 26% 74% 40% 60% 25% 75% 30% 70% Overall % of customers with positive

and neutral or negative

experiences

Customers likely to refer a f riend as a percentage

of customers with Positive Experience

Customers likely to refer a f riend as a percentage of

customers with Neutral or Negative Experience

68%

54% 52%

35% 37%

25%

44%

36%

25%

17% 19%

8%

0%

20%

40%

60%

80%

100%

Latin America

Developing APAC

North America

Developed APAC

Europe Belgium

Non-Life

40% 60% 31% 69% 52% 48% 33% 67% 40% 60%36% 64% 46%54%

Source: Capgemini World Insurance Report, 2014

Internet is emerging as preferred channel, also in Belgium



Source: Capgemini World Insurance Report, 2013 & 2014

53%

39%

51%

75%

55%

63%

59%

42%

59%

63%

50%

60%

68%

40%

57%

USA

Europe

Germany

France

The Netherlands

Belgium

32%

37%

24%

56%

52%

58%

52%

58%

43%

59%

48%

57%

48%

56%

46%

23%

25%

18%

22%

22%

15%

42%

31%

33%

27%

25%

16%

18 – 34 years35+ years World Insurance Report 2013

Intermediary Internet/PC Internet/Mobile

How can Customer Experience be infuenced?



Source: Capgemini World Insurance Report, 2007

26%

45%

20%

9%

N° of interactions of customers with their insurer

1 interaction

Customers expects Digital and Mobile connections

in Sales and Claims processes



1/3Nearly

of insurance business is expected to

be generated via digital channels

within the next five years

26%Firms with a strong digital presence

and customer focus are 26% more

profitable than other firms

39.5% of non-life customers and 37.5% of life customers

say the ability to research products and receive price

quotes online is the most important digital capability40%

Nearly

24.5% non-life customers view

the ability to service their claims

via mobile as important 25%

Nearly



Research

& Quoting

Policy Acquisition

& Underwriting

Policy Administration

& Servicing Claims Servicing

Some examples …



Research

& Quoting

Policy Acquisition

& Underwriting



Some examples …



Research

& Quoting

Policy Acquisition

& Underwriting



But … Insurers can do more



Research

& Quoting

Policy Acquisition

& Underwriting






Research

& Quoting

Policy Acquisition

& Underwriting






Research

& Quoting

Policy Acquisition

& Underwriting






Research

& Quoting

Policy Acquisition

& Underwriting






Research

& Quoting

Policy Acquisition

& Underwriting






Digital Transformation is more than Window Dressing

• Social listening

• 360°view of the customer

• Digital marketing & campaigns

• Workflow Management

• Big Data Analytics

• Predictive Modelling

• Realtime Data Warehouse

• External Data Sources



Questions ???

Thank you for your attention !!!

Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014

Presentations & Public Speaking

insurance sector

digital maturity

capgemini source

global trends

positive customer experience

capgemini 71xf7

percentage of customers

satisfied customer