凯捷：2014年全球保险报告(英文48 页)

    2014-04-23

    凯捷：2014年全球保险报告(英文48 页)

    www.dialbtc.com@betway必威体
    www.dialbtc.com@betway必威体

    TABLE OF CONTENTS

    05 Preface
    07 CHAPTER 1
    Many Non-Life Insurance Markets Witness Increase in Profit Margins, Helped
    by Stronger Ratios for Claims and Investments
    07 — Introduction
    08 — Efficiency Metrics Show Improvement across the Board
    10 — Favorable Weather Conditions Drive Claims Ratio Improvement, While Continued
    Investment in Operations and Channels Leads to Stable and Improving
    Operational and Acquisition Ratios
    17 — Conclusion
    19 CHAPTER 2
    Insurers Have Ample Opportunities to Deliver More Positive Customer
    Experience, Potentially Impacting Their Profit Margins
    19 — Introduction
    20 — Capgemini’s Customer Experience Index (CEI) Measures How Well Insurers
    Are Meeting Customer Expectations
    20 — CEI Scores Increased across Several Markets, However the Percentage of
    Customers with a Positive Experience Is Still Low
    23 — Positive Experiences Lead to Customer Behaviors that Drive Profitability
    26 — Internet-Mobile Holds Strong Potential to Move Customers to More
    Profitable Behaviors
    27 — Digital Channels Are Increasingly Important to Younger Customers
    28 — Insurers Failing to Create Positive Experiences, Especially for Channels Most
    Important to Customers
    29 — Conclusion
    31 CHAPTER 3
    Growth in Digital Channels Requires Insurers to Embrace Top-to-Bottom
    Transformation
    31 — Introduction
    32 — Internet Emerges As More Important than Most Traditional Channels
    32 — Evolving Customer Demands Are Expected to Spur an Increase in Insurance
    Business Occurring via Digital Channels
    33 — Insurers Seek to Broaden Mobile Functionality in Response to Channel’s
    Burgeoning Appeal
    34 — Digital Capabilities Have Room for Improvement, Globally
    37 — Customers Rank Research, Claims Servicing as Most Important Digital
    Capabilities
    37 — Leading Practitioners Use Digital Prowess to Enhance the Customer Experience
    40 — Digital Intensity Combined with Operational Excellence Is Key to Way Forward
    42 — Investments in Channel Integration, Touch Points, and Predictive Analytics Will
    Drive Bottom-Line Growth
    43 — Conclusion
    44 Methodology
    46 About Us
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    [报告关键词]： 保险
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