1) Insurance customers are generally satisfied with their providers but remain indifferent towards them, with many unable to name a second insurer or knowing who to choose if starting over. 2) While digital investments are important, insurers should understand customer needs, like a preference for unstructured communication, and leverage technologies to enable efficient personalized conversations. 3) Disruption presents opportunities for insurers to improve the customer experience through a seamless digital/physical omnichannel experience and offering new types of niche insurance products and services that customers show willingness to adopt.

1. HOW INSURERS CAN LEVERAGE THE ‘COLORS
OF (R)EVOLUTION’ TO ENGAGE WITH THEIR
CUSTOMERS
INSURANCE CUSTOMERS ARE
COLOR BLIND
of the customers
are very satisfied or
completely satisfied
with their insurer.
78%
...but at the same time they remain indifferent
towards their insurance provider:
MARKET PULSE SURVEY 2019 FOR INSURANCE IN BELGIUM
COLORFUL
(R)EVOLUTION
Customers are satisfied with their insurer...
not satisfied
moderately satisfied
very satisfied
completely satisfied
A limited number of
insurance companies are
top of mind of Belgian
customers.
Customers don’t see any
difference between their
current provider and the
one next door.
...is not able to name
a second insurer
when being asked.
...doesn’t know which
insurer to choose if
they could start again.
1 out of 3
customers
Continued on next page 

2. (R)EVOLUTION:
FROM VULNERABILITY
TO VOLATILITY
A GREY AREA WITH
COLORFUL OPPORTUNITIES
Our results of the 2019 Disruptability Index1
reveal how
insurance as we know it today is being disrupted by both
incumbents and new players.
Disruption is not to be feared and insurers need to grab
the opportunity to shine.
In a market where disruption has arrived, insurers have
the opportunity to shine in 2 ways:
1. PHYGITAL 2.0: CREATE A SEAMLESS OMNICHANNEL
EXPERIENCE
Although investing in digital and seamless integration is key, it is crucial to
understand your customer’s needs.
When it comes to unstructured and email interactions, we see an opportunity for
insurers to leverage new technologies that enable efficient, yet highly tailored
conversations.
CURRENTLEVELOFDISRUPTION
SUSCEPTIBILITY TO FUTURE DISRUPTION
DURABILITY
‘13
VIABILITY VOLATILITY
‘18
VULNERABILITY
1 To learn more, visit accenture.com/us-en/insight-leading-
new-disruptability-index
43% of customers indicate a
preference for unstructured or email
communication, highlighting a clear
opportunity for insurers to further
optimize their digital channels and
improve efficiency.
2016 2017 2018 2019
45% 40% 41% 39%
25%
24% 24%
18%
18% 21% 19% 18%
12%
15% 16% 25%
Source: Accenture Market Pulse Survey Belgium 2019 – 1355 Respondents
NOTES
Digital includes self-service websites, self-service applications, social
media and chat.
Unstructured includes paper mail, fax and phone calls.
Physical
Digital
Email
Unstructured
DISRUPTION BRINGS
NEW COLORS TO THE
INDUSTRY
Customers will become
less and less color blind
and will start looking
elsewhere. They will
be attracted to the
insurer offering the best
experiences on the
market.
Continued on next page 

3. WHAT’S NEXT?
For deeper insights based on our survey or if you are interested in comparing
your insurer’s situation with anonymized competitors via concrete cases and
benchmarks, feel free to contact one of our experts!
© 2019 Accenture. All rights reserved. Source: Accenture Market Pulse Survey 2019
Insurance companies should invest in a seamless phygital experience and open
& beyond insurance products and services to stay relevant in today’s market.
INSURANCE COMPANIES CAN WIN THE HEARTS OF
THEIR CUSTOMERS BY LEVERAGING THE ‘COLORS OF
(R)EVOLUTION’.
2. CHANGE COURSE TO GO BEYOND INSURANCE
NEW INSURANCE PRODUCTS
We see an untapped market of niche
products.
52% of insurance customers are willing
to pay for new types of coverages.
On the top of having 7 customers out of 10
(72%) interested in new type of ecosystem
services, almost 4 out of 10 customers (37%)
are willing to pay for it. There is an untapped
market, especially in Motor where 1 out of 5
customers would switch services.
24% 23% 14% 13% 7% 5%
Pet coverage Cyber-
security
Ride & home
sharing
Loss of
digital docs
not covered
by policy
New types
of transpor-
tation
Insurance
tailored to
independent
workers
52%
willingness to
pay for niche
products
10%13%
37%
72%
16%18%
44%
76%
9%11%
36%
68%
5%
10%
32%
72%
MOTORAVERAGE HEALTH HOME
NICOLAS
PIREAUX
nicolas.pireaux@
accenture.com
CÉLINE
CHESTERMAN
celine.chesterman@
accenture.com
LAURENCE
STALLAERT
laurence.stallaert@
accenture.com
Interest in
ecosystem
services
Willingness
to pay
Willingness
to switch
Using
ecosystem
services