1.
Positive Customer Experience Linked
to Profitable Behaviors
32%
GLOBAL INSURANCE
CUSTOMERS REPORTED
POSITIVE CUSTOMER
EXPERIENCE IN 2013
#1 U.S.
18.2%
is the only
country with
positive customer
experience base
over 50%
Netherlands
had largest
improvement
due to focus on digital and
broker channels
Customers with positive experiences are nearly
2X likely to refer their friends
or buy additional products
Mobile channel has the greatest impact
on profitable customer behaviors.
39%
Life & Pensions
Insurance
Agent
47%
Non-Life Insurance
Life & Pensions
Insurance
Non-Life Insurance
remain the dominant channel…
Agent
32%
Internet
PC
41%
Non-Life Insurance
Life & Pensions
Insurance
AGENTS
Internet
PC
26%
Internet
Mobile
31%
DIGITAL
… but
provides
greater customer convenience and
cost-cutting benefits
Internet
Mobile
Insurers mastering digital delivery capabilities and online
client services for Research/Quoting or Claims can win!
Within 5 years,
more than 30%
of insurer
business will
occur DIGITALLY
Research and
Get a Quote
Policy Acquisition
Claims Servicing
Online Claims Notification
Online Claims Processing
Claims Reports Including
Tracking
Proactive Claims
Identification, Assistance
and Processing
Policy Servicing
Areas Where Digital Capabilities can
Improve Customer Experience
View the Best and Worst
in Customer Experience
www.worldinsurancereport.com