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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）

 TABLE OF CONTENTS 05 Preface

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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