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