凯捷(Capgemini)发布《2020世界保险科技报告(WITR)》

COVID-19 加快保险业数字化以满足客户需求

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采用全新思维模式,利用智能流程并与生态系统合作伙伴合作,对满足不断增长的业务和客户需求至关重要

Adopting a new mindset, leveraging intelligent processes and collaborating with ecosystem partners will be crucial to meet rising business and customer needs

巴黎时间,2020年9月5日——根据凯捷Capgemini)和Efma今日发布的 2020年世界保险科技报告(WITR),随着大型科技公司和非传统公司进入保险领域,保险公司必须探索新方式来构建能力,以满足客户的数字化需求。

Paris, September 15, 2020 – Insurers must explore new ways to build capabilities to meet the digital needs of customers as BigTechs[1] and non-traditional players enter the insurance space, according to the World InsurTech Report 2020 (WITR) published today from Capgemini and Efma.

COVID-19不断提高客户参与度和期望值,保险公司正专注于其数字化工作,《2020年世界保险科技报告》概述了保险科技公司日益增长的机会。随着大型科技公司(BigTechs)在保险业的出现,保险公司、保险科技公司(InsurTechs)、大型科技公司和技术合作伙伴之间的界限正在变得模糊。保险公司需要改善高影响力的重点领域,包括以客户为中心、智能流程、产品敏捷性和开放的生态系统,以保持竞争力。

With COVID-19 increasing customer engagement and expectations, the World InsurTech Report 2020 outlines a growing opportunity for InsurTechs, as insurers focus on their digitalization efforts. As BigTechs make their presence felt in insurance, the boundaries between insurance, InsurTechs, BigTechs, and tech partners are blurring. Insurers need to improve on high-impact focus areas including customer centricity, intelligent processes, product agility and an open ecosystem to remain competitive.

“除了传统竞争同行,保险公司必须将大型科技公司和其他新的非传统参与者纳入竞争者范围,这些公司往往能提供卓越的客户体验。”凯捷金融服务战略业务部首席执行官、集团执行董事会成员Anirban Bose表示。”与保险科技公司形成可扩展的关系,将会帮助保险公司更快、更高效地实现数字化,深化客户关系,帮助他们抵御这些新进入者。”

“Insurers have to look beyond other insurance companies as their competitors, and instead include BigTechs and other new non-traditional players, which are often offering a superior customer experience,” said Anirban Bose, CEO of Capgemini’s Financial Services Strategic Business Unit and Member of the Group Executive Board. “Forming scalable relationships with InsurTechs will help insurers digitize faster and more efficiently, deepening their customer relationships and helping them to fend off these new entrants.”

“保险公司在做任何事情时都需要更加以客户为中心,”Efma首席执行官John Berry表示。”保险科技公司的成熟度和为保险公司带来新技术解决方案的合作意愿正在加速提升,以帮助保险公司满足不断提升的客户期望。”

Insurers need to become more customer-centric in everything they do,” said John Berry, CEO of Efma. “InsurTechs’ maturity and willingness to collaborate to bring new technology solutions to insurers are accelerating, aiding insurers to meet rising customer expectations.”

COVID-19对行业产生的影响

COVID-19’s sector-specific influence

COVID-19对保险市场的各个分部门产生了不同的影响,生活和健康保险的索赔额大幅增加,而旅游和汽车保险的索赔额则出现下降。然而,所有的保险供应商都感受到了他们的客户如何与他们接触的变化。即使现在90%以上保险从业者完全能够远程开展业务,但他们仍感受到COVID-19对新客户获取和现有客户留存产生的影响。七月份有约61%的保险公司认为COVID-19影响获取新客户,这一比例在四月份仅57%;七月份有42%的保险公司认为COVID-19影响了客户留存,而四月份这一比例仅为29%。

COVID-19 impacted sub-sectors of the insurance market in different ways as life and health experienced a hike in claims, while travel and auto felt a decline. However, all insurance providers have felt changes in how their customers engaged with them. Even with over 90% of incumbents fully able now to conduct business remotely, they felt the COVID-19 impact on their new customer acquisition and retention. Some 61% of insurers in July vs. 57% in April believed COVID-19 impacted new customer acquisition, and 42% of insurers in July vs. 29% in April believed it impacted customer retention.

以客户为中心的大科技公司是数字明星

Customer-centric BigTechs are digital stars

COVID-19并不是威胁到客户获取和保留的唯一因素。大型科技公司在疫情期间提高了客户体验和信任的标准,为消费者提供防危机的流程、实时回应和直观的客户关怀。保单持有人向大型科技公司购买保险的意愿从2016年的17%上升到2020年1月的36%,再到2020年4月的44%。 为了与大型科技公司竞争,保险公司需要专注于重要的优先事项,包括提供卓越的客户体验(94%)、防危机流程(90%)、提供实时响应(87%)、成为贴心的合作伙伴(86%),以及将保险作为一种公用事业(70%)。虽然利用云计算和开放API是必不可少的,但保险公司还存在不足。报告中只有19%的保险公司表示他们拥有无接触流程,29%的保险公司拥有以人为本的设计能力和数字化的系统,38%的保险公司实施了开放的API,48%的保险公司拥有云原生企业。

COVID-19 is not the only threat to customer acquisition and retention. BigTechs have raised the bar for customer experience and trust during the pandemic, providing consumers with crisis-proofed processes, real-time responses, and intuitive customer care. Policyholders’ willingness to purchase insurance from BigTechs has increased from 17% in 2016 to 36% in January 2020 to 44% in April 2020. To compete with BigTechs, insurers need to focus on critical priorities which are important including delivering superior customer experience (94%), crisis-proof processes (90%), deliver real-time response (87%), be a caring partner (86%), and have insurance-as-a-utility (70%.) While utilizing the cloud and open APIs is essential, insurers are falling short. Only 19% of insurers represented in the report say they have touchless processes, 29% have human-centered design capabilities and digital-ready systems, 38% have implemented open APIs, and 48% have a cloud-native enterprise.

更多的竞争意味着更多的合作

More competition means more collaboration

报告强调,为了提高能力,保险公司可以在对时间、投资、自主性和差异化四个因素进行权衡后,选择建立、购买技术或寻求合作。通过合作伙伴关系进行合作是获得在市场上保持竞争力所需技术的最有效方式。通过共享渠道与专家建立合作伙伴关系,将确保所有保险业参与者能够专注于其核心能力,并在具有成本效益的同时提供更好的价值。《2020年世界保险科技报告》发现,保险领域的参与者之间的合作意愿一直在增加:

  • 67%保险公司希望与保险技术公司合作
  • 85%保险技术公司希望与技术供应商合作,而83%希望与保险公司合作
  • 超过60%保险公司和保险技术公司有兴趣与大型科技公司公司合作。

公司需要一种新的思维模式,从能力和资产所有权转向共享获取,以提高效率并鼓励与专家建立伙伴关系。它还将使企业能够专注于其核心竞争力,并通过高度个性化和持续的共同创新提供更好的价值。

The report highlights that to improve capabilities, insurers can either build and buy technology or collaborate after thoughtfully weighing trade-offs among four factors: time, investment, autonomy, and differentiation. Collaborating via partnerships is the most efficient way to get the technology needed to remain competitive in the marketplace. Partnerships with specialists via shared access will ensure all insurance industry players can focus on their core competencies and deliver better value while being cost-efficient. Willingness to collaborate amongst the players in the insurance space has been increasing, the World InsurTech Report 2020 found:

  • 67% of insurers want to collaborate with InsurTechs
  • 85% of InsurTechs want to partner with technology providers, while 83% want to collaborate with insurers
  • More than 60% of insurers and InsurTechs are interested in collaborating with BigTech firms

A new mindset will be required for firms to shift from capability and asset ownership to shared access to foster efficiency and encourage partnerships with specialists. It will also enable firms to focus on their core competencies and deliver better value through hyper-personalization and continuous co-innovation.

报告方法

《2020年世界保险科技报告(WITR)》涵盖了三大保险领域:寿险、非寿险和健康险。今年的报告引用了两个主要来源的研究见解 ——对传统保险公司和保险技术公司的调查和访谈。本次初步研究共同涵盖了来自26个市场超过175位高管的见解。阿根廷,澳大利亚,奥地利,比利时,巴西,保加利亚,加拿大,克罗地亚,法国,德国,香港,印度,以色列,意大利,日本,墨西哥,新加坡,南非,西班牙,瑞典,瑞士,荷兰,土耳其,阿拉伯联合酋长国,英国和美国。

Report methodology

The World InsurTech Report (WITR) 2020 covers all three broad insurance segments: life, non-life, and health insurance. This year’s report draws on research insights from two primary sources – surveys and interviews with traditional insurance firms and InsurTech firms. This primary research together covers insights from over  175+ executives across 26 markets: Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Croatia, France, Germany, Hong Kong, India, Israel, Italy, Japan, Mexico,  Singapore, South Africa, Spain, Sweden, Switzerland, The Netherlands, Turkey, United Arab Emirates, United Kingdom, and United States.

 

关于凯捷

凯捷集团是咨询、数字化转型、技术和工程服务领域的全球领导者。在不断发展的云计算、数字和平台世界中,集团始终处于创新最前沿,以帮助客户应对所有机遇和挑战。

凯捷凭借其50余年的悠久历史及深厚的行业专业知识,通过从战略到运营的一系列服务,帮助企业实现其业务目标。

凯捷坚信技术的商业价值来自于人,并通过人去实现。如今,它是一家拥有27万名员工的多元文化公司,员工遍布近50个国家。凯捷集团与Altran的2019年合并总收入为170亿欧元。

欢迎访问我们的网站 www.capgemini.com

始于人,成于事。

 

关于Efma

Efma 是由银行和保险公司于1971年成立的一个全球性的非营利组织银行,它促进了决策者之间的网络联系。它提供高质量的见解,帮助银行和保险公司作出正确的决定,以促进创新和推动他们的转型。来自130个国家的3300多个品牌是 Efma 的成员。总部设在巴黎。在伦敦、布鲁塞尔、安道尔、米兰、斯德哥尔摩、伯拉第斯拉瓦、华沙、莫斯科、伊斯坦布尔、贝鲁特、迪拜、东京、新加坡、悉尼和蒙特利尔设有办事处。

了解更多: www.efma. com

[1]报告将 BigTechs 定义为大型跨国科技公司,如谷歌、亚马逊、 Facebook、苹果、阿里巴巴等。

[1] The report defines BigTechs as large, multinational technology firms such as Google, Amazon, Facebook, Apple, Alibaba, etc.

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