Capgemini - Infographic-022414

Capgemini - Infographic-022414

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  • 1. Claims Servicing Online Claims Notification Online Claims Processing Claims Reports Including Tracking Proactive Claims Identification, Assistance and Processing Positive Customer Experience Linked to Profitable Behaviors 32% 18.2%#1U.S. is the only country with positive customer experience base over 50% Netherlands had largest improvement Insurers mastering digital delivery capabilities and online client 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. AGENTS remain the dominant channel but DIGITALprovides greater customer convenience and cost-cutting benefits 39% Agent 47% Agent 32% Internet PC 41% Internet PC 26% Internet Mobile 31% Internet Mobile Life & Pensions Insurance Life & Pensions Insurance Life & Pensions Insurance Non-Life Insurance Non-Life Insurance Non-Life Insurance