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Customer experience declined globally in 2014
indicating insurers are not keeping pace with rising expectations
Argentina
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Infographic: World Insurance Report 2015 from Capgemini and Efma

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World Insurance Report 2015 finds alarming drop in positive customer experience is fuelled by high digital customer expectations

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Infographic: World Insurance Report 2015 from Capgemini and Efma

  1. 1. Customer experience declined globally in 2014 indicating insurers are not keeping pace with rising expectations Argentina 10.8 pp Netherlands 12.4 pp France 9.0 pp U.S. 10.5 pp India 7.6 pp South Africa 7.5 pp Germany 6.6 pp Spain 5.7 pp Poland 6.2 pp 1 Percentage point change in customer experience, 2013 to 2014 Source: World Insurance Report 2015 by Capgemini and Efma Globally customer experience levels dropped nearly world for Due to a large drop in the U.S., Austria is now #1 in the customers with positive experiences at 43.0% Gen-Y customers drove the dropin positive customer experiences more than other customers across most regions World Insurance Report 2015 from Capgemini and Efma Digital channels are dragging down customer experience levels around the world Percent of customers with positive customer experiences, 2014 Source: World Insurance Report 2015 by Capgemini and Efma Agent 39.4% Internet-PC 31.1% Broker 30.7% Phone 29.2% Bank 29.1% Internet- Mobile 28.9% Social Media 21.0% Insurers scored lowest on customer-facing capabilities: Connect, Engage and 360° Customer View Nearly 40% of customers cited positive experiences with agents… …while less than 30% cited positive experiences with digital channels like mobile and social media Insurers of the Future will need to fully blend agent- guided, high-value engagements with digital transactions via mobile and social media Copyright @ Capgemini Financial Services 2015. All Rights Reserved www.worldinsurancereport.com For more information, contact us at insurance@capgemini.com Insurer Capability Levels Current Desired Source : Capgemini Financial Services Analysis, 2014; Capgemini WIR 2015 Executive Interviews Americas Europe AsiaPacific Americas Europe AsiaPacific 10 countries had a drop of over 5 percentage points1 Australia 7.3 pp 4% 0 Leading Advanced Median Basic Minimal Transform Price Connect Engage Deliver Measure See (360° View)

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