Wat verwacht de hybride consument van Jan Verlinden ... · Jan Verlinden – Insurance Leader...

Wat verwacht de hybride consument van

de verschillende distributiesystemen?

Jan Verlinden

Insurance Leader Belgium

Capgemini

Each Year, Capgemini and Efma Publish Insights on the Insurance Sector

Through its World Insurance Report

26-11-

2013

Wat verwacht de hybride consument van de verschillende distributiesystemen?

Jan Verlinden – Insurance Leader Belgium at Capgemini

Optimizing the

Insurer,

Distributor and

Customer

relationship

Theme

Customer Experience

Index (CEI) and

Evolving Distribution

Strategies

Policy

Administration

Transformation

Claims

Transformation

Multi-

Distribution

Model

Customer and

Distribution

Analysis

26-11-

2013



Source: Capgemini World Insurance Report, 2007

Primary Factor (Customer)

Secondary Factor (Customer)

Primary Factor (Sector)

Secundary Factor (Sector)

Price

Product

Professional Advice

Service

Brand/trust

Referral

Ease of purchase or billing

The profile of the typical insurance customer is taking a new and

definitive shape, resulting in a more empowered and less loyal customer

Multi-distribution is consistent with the underlying preference of

customers to use a different specialist network for each different type of

policy they buy

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2013



5,2

1,1

0

1

2

3

4

5

6

Avgerage Number of

Policies (Customer)

Avgerage Number of

Policies (Insurer)

Min.

1.1

Max

1.5

Customer Share of Wallet

Num

ber

of

poli

cies

0

1

2

3

4

5

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Number of distribution networks

Num

ber

of

netw

ork

s

Number of policies

1. Multi distribution

2. Multi equipment

Correlation between Number of Policies

and Number of Distributors

-50%

-25%

0%

25%

50%

0% 25% 50% 75% 100%

Product Specialty

Str

ength

of

Pro

fess

ional

Advic

e

+

– Internet

Telephone

Direct writing company

Alternative

networks

Tied

agents

Bank

Mobile sales force

Multi tied agents /

Broker / IFAs

Mapping of Networks’ Product Specialty vs. Strength of Professional Advice


Satisfaction Levels of Customers with their Insurers Varied Widely Across

Countries in 2012

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2013



50%

35%

45%

39%

38%

35%

27%

31%

27%

25%

23%

16%

24%

17%

22%

20%

22%

25%

21%

15%

14%

16%

20%

24%

17%

18%

17%

15%

15%

13%

12%

23%

11%

13%

12%

13%

19%

10%

14%

14%

15%

22%

13%

20%

15%

17%

14%

9%

12%

16%

16%

14%

10%

5%

13%

12%

11%

12%

9%

9%

38%

42%

44%

48%

50%

52%

54%

60%

60%

61%

62%

62%

62%

63%

63%

63%

64%

66%

67%

69%

70%

70%

70%

70%

70%

70%

72%

73%

76%

78%U.S.

South Africa

Australia

BelgiumCanada

Netherlands

Norway

France

Switzerland

Argentina

India

Germany

U.K.

Spain

Austria

Ireland

Mexico

Russia

Brazil

Portugal

Denmark

Singapore

Poland

Italy

China

Sweden

Taiwan

South Korea

Hong Kong

Japan

Positive SatisfactionNeutral SatisfactionNegative Satisfaction


The 2013 WIR Customer Experience Index (CEI)

measures the Customer Experience Across Three Dimensions

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2013



Channels/Networks

CEI

Research and Getting a Quote

Policy Acquisition

Policy Servicing

Claims Servicing

Insurance Agents

Insurance Brokers

Bank Branches

Life and Savings

Pensions and Annuities

Automobile Insurance

Property Insurance

Phone/Call Centre

Internet

Mobile


Insurers have had Mixed Results in Terms of Delivering Positive Customer

Experience Across Countries

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2013



Positive ExperienceNeutral ExperienceNegative Experience

76%

76%

72%

74%

73%

67%

72%

68%

71%

64%

69%

67%

66%

63%

65%

62%

55%

58%

59%

57%

54%

55%

52%

54%

53%

51%

50%

51%

49%

51%

10%

11%

11%

8%

8%

14%

9%

12%

6%

13%

8%

7%

8%

11%

8%

10%

13%

9%

7%

6%

7%

6%

8%

5%

4%

6%

6%

5%

6%

3%

13%

13%

17%

19%

19%

19%

19%

21%

23%

23%

23%

26%

26%

26%

27%

28%

32%

33%

34%

38%

39%

39%

40%

41%

42%

43%

44%

45%

45%

47%US

Australia Canada Austria

UK

South Africa Mexico

Germany India

Belgium Argentina

France Switzerland

Brazil Spain Ireland

Netherlands Denmark

Poland Singapore

Italy Norway

Russia China

Portugal Taiwan

Hong Kong

Sweden Japan

South KoreaSource: Capgemini World

Insurance Report, 2013

Across All Lifecycle Stages for Insurance Products, Agents are worldwide

Still Perceived to be Most Important Medium

26-11-

2013



Research and Getting Quote Policy Acquisition Policy Servicing Claims Servicing

Agents Brokers Banks Phone Internet/PC Internet/Mobile

3,5

4,0

4,5

5,0

5,5

3,5 4,0 4,5 5,0 5,5

Sa

tis

fac

tio

n

Importance

Internet – Mobile

Agent

Bank

Phone

Broker

Internet – PC

Somewhat

Satisfied

Very

Satisfied

Somewhat

Important

Very

Important


Physical Distribution Channels are Perceived to be Most Important

Medium Across All Lifecycle Stages for Insurance Products in Belgium

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2013





3,5

4,0

4,5

5,0

5,5

3,0 3,5 4,0 4,5 5,0 5,5

Sa

tis

fac

tio

n

Importance

Somewhat

Satisfied

Very

Satisfied

Somewhat

Important

Very

Important

Agent

Bank

Broker

Internet – PC

PhoneInternet – Mobile


Internet-PC Closely Tied with Agents to Emerge as the Most Preferred

Medium in The Netherlands in 2012

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2013





3,5

4,0

4,5

5,0

5,5

3,5 4,0 4,5 5,0 5,5

Sa

tis

fac

tio

n

Importance

Somewhat

Satisfied

Very

Satisfied

Somewhat

Important

Very

Important

Agent

Bank

Broker

Internet – PC

Phone

Internet – Mobile


Customers Globally now Prefer Online Channels over Physical Channels to

Perform Various Insurance Related Activities

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2013



49%

51%

47%

39%

37%

45%

38%

29%

23%

27%

46%

48%

45%

37%

35%

40%

35%

26%

23%

24%

11%

13%

14%

19%

20%

23%

24%

30%

34%

32%

12%

13%

14%

19%

19%

26%

27%

31%

32%

32%Comparing Policies and Services

Accessing Information

Finding the Best Rate/Price

Providing Quick Service

Providing Convenience

Strong Preference for Physical MediumsStrong Preference for Online Mediums

Receiving Independent/Objective Advice

Providing Easy to Understand Information

Receiving Quality Advice

Answering Questions

Instilling Trust and Confidence

Life

Non-Life

Activities for

which customers

now prefer

online mediums

over physical

mediums


Online Mediums in Belgium Have Not Yet Become More Prominent than

Physical Mediums for any Insurance Related Activity

26-11-

2013



50%

51%

45%

41%

44%

33%

35%

32%

27%

30%

48%

51%

47%

46%

42%

40%

35%

33%

28%

28%

5%

8%

8%

10%

10%

15%

15%

21%

23%

24%

6%

6%

8%

9%

12%

13%

17%

23%

23%

24%Comparing Policies and Services









Answering Questions


Life

Non-Life Source: Capgemini World Insurance Report, 2013

The Way Customers in The Netherlands Prefer to Interact with Insurers

Depends Upon the Type of Activity they Wish to Perform

26-11-

2013




29%

32%

39%

28%

29%

27%

25%

25%

21%

26%

30%

31%

35%

33%

26%

27%

22%

21%

19%

25%

18%

18%

19%

20%

25%

26%

27%

33%

35%

37%

18%

19%

20%

21%

23%

29%

27%

31%

34%

35%

Comparing Policies and Services









Answering Questions


Life

Non-Life


Insurers and distributors need to view the customer as holistically as the

customer views the “Insurer”

26-11-

2013



Customer’s View Insurer’s View

Customer

“Insurer”

Channels

Customer

Insurer

http://www.brocom.be/nl


More and more insurance companies are entering the digital world to

enhance the customer experience

26-11-

2013



Product

Information

Distribution

Information

Specific

Information

Proposal

Generation

Claims

Intake

Extra

Services

Mobile technology is best suited to increase the customer experience on

“emotional” moments

26-11-

2013



How to convince the customer of downloading the App?

How to make sure that the customer feels a “Personal Touch”?

Social Media are mostly used in branding and marketing campaigns

by the Insurers

26-11-

2013



But … Social Media also opens

a “new” world to attract customers

26-11-

2013



About two months ago,

“Your Insurance” was launched

on Facebook and guidelines

were transferred to the agency

network to create and manage

local pages.

Kroodle is een initiatief van

The game 56 Sage Street is

designed by Barclays to

educate and train the target

group of young people. It’s

freely accessible online and

integrated with social

networks. The protagonist is

a teenager who has to

manage their lives and their

savings in a bad

neighborhood.

http://www.barclays.co.uk/PersonalBanking/P1242557947640

Customers globally want to seamlessly switch back and forth between

different channels for the same sales or service event, and expect their

insurers to make their interactions consistent across channels

26-11-

2013



Customer

“Insurer”


Questions ???

26-11-

2013



Thank you for your attention !!!

Wat verwacht de hybride consument van Jan Verlinden ... · Jan Verlinden – Insurance Leader...

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