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Digital maturity, challenges and 
global trends in the Insurance Sector 
Jan Verlinden 
Insurance Leader Belgium 
Capgemin...
World Insurance Reports bring Insights on the Insurance Sector 
27-11-2014 
Customer 
Experience 
Index (CEI) 
15,500 cust...
Customer Experience Index (CEI) 
measures the Customer Experience Across Three Dimensions 
27-11-2014 
CEI 
Channels/Netwo...
A Satisfied Customer has not necessarily a Positive Customer Experience 
Satisfaction 
CEI 
Satisfaction 
CEI 
Satisfactio...
Customers with a positive Customer Experience are more as twice as 
likely to refer a friend 
100% 
80% 
60% 
40% 
20% 
27...
Internet is emerging as preferred channel, also in Belgium 
Belgium 
The Netherlands 
France 
Germany 
27-11-2014 
Interme...
How can Customer Experience be infuenced? 
N° of interactions of customers with their insurer 
20% 
27-11-2014 
26% 
Digit...
Customers expects Digital and Mobile connections 
in Sales and Claims processes 
27-11-2014 
Digital maturity, challenges ...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
Digital Transformation is more than Window Dressing 
27-11-2014 
Digital maturity, challenges and global trends in the Ins...
27-11-2014 
Digital maturity, challenges and global trends in the Insurance Sector 
Jan Verlinden – Insurance Leader Belgi...
Thank you for your attention !!!
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Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014

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

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

  1. 1. Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden Insurance Leader Belgium Capgemini
  2. 2. World Insurance Reports bring Insights on the Insurance Sector 27-11-2014 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 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini 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
  3. 3. Customer Experience Index (CEI) measures the Customer Experience Across Three Dimensions 27-11-2014 CEI Channels/Networks  Life and Savings  Pensions and Annuities  Automobile Insurance  Property Insurance Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini  Research and Getting a Quote  Policy Acquisition  Policy Servicing  Claims Servicing  Insurance Agents  Insurance Brokers  Bank Branches  Phone/Call Centre  Internet  Source: Capgemini World Insurance Report, 2014 Mobile
  4. 4. A Satisfied Customer has not necessarily a Positive Customer Experience Satisfaction CEI Satisfaction CEI Satisfaction CEI Satisfaction 27-11-2014 72% 70% 70% 40% 44% 37% 54% 57% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Source: Capgemini World Insurance Report, 2013 & 2014 67% 17% 17% 20% 21% 11% 13% 6% 4% 10% 6% 12% 40% 52% 55% 5% CEI Belgium The Netherlands France Germany
  5. 5. Customers with a positive Customer Experience are more as twice as likely to refer a friend 100% 80% 60% 40% 20% 27-11-2014 68% 54% 52% 100% 80% 60% 40% 20% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini 71% 58% 46% 37% 36% 21% 41% 34% 28% 19% 19% 12% 0% 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 35% 37% Customers likely to refer a f riend as a percentage of customers with Neutral or Negative Experience 25% 44% 36% 25% 17% 19% 8% 0% Latin America Developing APAC North America Developed APAC Europe Belgium Non-Life 36% 64% 40% 60% 31%69% 52% 48% 33% 67% 40%60% 46%54% Source: Capgemini World Insurance Report, 2014
  6. 6. Internet is emerging as preferred channel, also in Belgium Belgium The Netherlands France Germany 27-11-2014 Intermediary Internet/PC Internet/Mobile 51% 59% 60% 63% 37% 24% 56% 58% 48% 52% 57% 58% 48% 52% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Europe Source: Capgemini World Insurance Report, 2013 & 2014 53% 39% 75% 55% 42% 59% 63% 50% 68% 40% 57% USA 32% 56% 43% 59% 46% 15% 25% 22% 27% 22% 18% 33% 25% 23% 42% 31% 16% 35+ years 18 – 34 years World Insurance Report 2013
  7. 7. How can Customer Experience be infuenced? N° of interactions of customers with their insurer 20% 27-11-2014 26% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini 45% 9% 1 interaction Source: Capgemini World Insurance Report, 2007
  8. 8. Customers expects Digital and Mobile connections in Sales and Claims processes 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Nearly 1/3 of insurance business is expected to be generated via digital channels within the next five years Firms with a strong digital presence 26% and customer focus are 26% more profitable than other firms Nearly 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 capability 40% Nearly 24.5% non-life customers view the ability to service their claims via mobile as important 25%
  9. 9. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing Some examples …
  10. 10. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing Some examples …
  11. 11. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
  12. 12. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
  13. 13. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
  14. 14. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
  15. 15. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
  16. 16. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
  17. 17. Digital Transformation is more than Window Dressing 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini • Social listening • 360°view of the customer • Digital marketing & campaigns • Workflow Management • Big Data Analytics • Predictive Modelling • Realtime Data Warehouse • External Data Sources
  18. 18. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Questions ???
  19. 19. Thank you for your attention !!!

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