凯捷:世界保险报告2013（英文 ，48页）

    2013-03-21

    凯捷:世界保险报告2013（英文 ，48页）

    betway必威体 @hy.chnmc.com
    betway必威体 @hy.chnmc.com

    07 CHAPTER 1

    Many Non-Life Insurers Continue to See Improvements
    in Core Underwriting Performance
    07 — Introduction
    08 — Efficiency-Ratio Model Shows Many Countries Improved Non-Life Claims
    Ratios in 2011, but Some Were Hit Hard by Catastrophe Claims
    10 — Many Insurers Find Acquisition Costs Are Stubbornly High
    17 — Conclusion

    19 CHAPTER 2

    Insurers Globally Have Substantial Room to Deliver
    More Positive Customer Experience
    19 — Introduction
    20 — Data on Customer ‘Satisfaction’ Fails to Gauge How Well Insurers
    Are Really Addressing Key Customer Needs
    22 — Capgemini’s Customer Experience Index (CEI) Highlights Gaps
    Between What Customers Expect, and What Insurers Deliver
    23 — CEI Offers More than a Thumbs Up/Down on Insurer Products & Services
    26 — Customer Experience in Banking Exceeds that of Insurance Across the Globe
    28 — Customers Want a Mix of Traditional and New Networks and Channels
    28 — Conclusion

    31 CHAPTER 3

    To Leverage Integrated Multi-Distribution Strategies,
    Insurers Need to Invest in Mobile as a Channel
    31 — Introduction
    32 — Integrated Multi-Distribution Approach Is Key to Customer Acquisition
    and Retention
    34 — Mobile Is Forcing Many Insurers to Retrace Steps on Path to
    Integrated Multi-Distribution
    36 — Investing in Mobile Can Help Insurers Grow Revenue,
    Enhance Customer Experience, Cut Costs, and Improve Efficiency
    39 — Use of Social Media Is Already Widespread in Insurance Marketing,
    and Will Grow More Extensive Over Time

    41 — Conclusion

    42 — Case Study: Genialloyd Leverages Social Media to Boost Reputation,
    Brand, and Sales
    43 — Case Study: Customer Insight Into Action (CiiA), a Social Media Analytics Solution
    44 Methodology
    46 About Us
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    [报告关键词]： 保险
    betway必威体 @hy.chnmc.com

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