{"id":674093,"date":"2021-05-12T19:30:00","date_gmt":"2021-05-12T19:30:00","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?post_type=research-and-insight&#038;p=674093"},"modified":"2025-03-04T04:54:20","modified_gmt":"2025-03-04T03:54:20","slug":"world-insurance-report-2021","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/world-insurance-report-2021\/","title":{"rendered":"World Insurance Report 2021"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/7_Capgemini_Com-_Header_WIR_2021_1600x480-01-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Assurance<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">World Insurance Report 2021<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/world-insurance-report-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/world-insurance-report-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Pour rester comp\u00e9titifs, les assureurs doivent connecter et dynamiser leur r\u00e9seau de distribution gr\u00e2ce aux technologies \u00e9mergentes afin de surmonter l\u2019impact n\u00e9gatif du Covid-19 sur l\u2019acquisition et la fid\u00e9lisation des clients.<\/h2><p class=\"intro-para-content\">Les assureurs doivent repenser leurs mod\u00e8les de distribution pour offrir un service ininterrompu, une exp\u00e9rience client\u00a0sup\u00e9rieure et une valeur maximale, et ce, alors que la dynamique du secteur continue d\u2019\u00e9voluer.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/2\/2021\/05\/World-Insurance-Report-WIR-2021_Cover_Final.jpg?w=212\" alt=\"World Insurance Report (WIR) 2021_Cover_Final\" class=\"wp-image-206150\"\/><\/figure>\n\n\n\n<p>A l\u2019heure o\u00f9 les catastrophes naturelles et les risques \u00e9mergents tels que la COVID-19 deviennent de plus en plus pr\u00e9gnants et o\u00f9 les mesures de confinement et de distanciation sociale renforcent l\u2019adoption des canaux digitaux, le secteur de l\u2019assurance est concern\u00e9 en premier chef.<\/p>\n\n\n\n<p>Par cons\u00e9quent, les assureurs doivent doter leur r\u00e9seau de distribution de technologies \u00e9mergentes \u2013 r\u00e9alit\u00e9 augment\u00e9e ou virtuelle et l\u2019intelligence artificielle, entre autres \u2013 et int\u00e9grer l\u2019assurance dans la vie quotidienne de leurs clients en prenant le virage de l\u2019Open Insurance.<\/p>\n\n\n\n<p>En effet, plus de 60% des assureurs interrog\u00e9s consid\u00e8rent que la COVID-19 a affect\u00e9 leurs efforts d\u2019acquisition de nouveaux clients. De m\u00eame, ils sont environ 40% \u00e0 indiquer que la crise sanitaire a impact\u00e9 la fid\u00e9lisation des clients existants. Pour regagner du terrain, les assureurs ont tout int\u00e9r\u00eat \u00e0 miser sur l\u2019approche \u00ab&nbsp;<em>CARE<\/em>&nbsp;\u00bb (pour <em>Convenience<\/em>, <em>Advice<\/em> et <em>REach<\/em>), qui place la commodit\u00e9, le conseil et l\u2019accessibilit\u00e9 au c\u0153ur de la conception et de l\u2019\u00e9valuation de l\u2019efficacit\u00e9 des canaux d\u2019interaction avec les clients. Et bien que 87% des assureurs d\u00e9clarent qu\u2019ils investiront dans l\u2019am\u00e9lioration de leurs canaux digitaux, seuls 32% d\u2019entre eux sont convaincus de leur efficacit\u00e9 pour conclure une vente &nbsp;car ils ne permettent pas encore d\u2019offrir des conseils personnalis\u00e9s. En pratique, les canaux digitaux ont obtenu des notes \u00e9lev\u00e9es pour diff\u00e9rents crit\u00e8res&nbsp;: disponibilit\u00e9 24&nbsp;h\/24, 7&nbsp;j\/7, facilit\u00e9 de mise \u00e0 jour des informations pour les assureurs et fonctionnalit\u00e9s de recherche. Pourtant, leur incapacit\u00e9 \u00e0 fournir des conseils pointus et sur mesure aux clients \u00e0 la recherche de produits complexes, tels que les plans retraite et les rentes, a clairement d\u00e9montr\u00e9 que le savoir-faire des agents et courtiers restait indispensable pour souscrire ce type d\u2019assurance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-la-commodite-s-impose-comme-l-avantage-concurrentiel-des-assureurs\"><strong>La commodit\u00e9 s\u2019impose comme l\u2019avantage concurrentiel des assureurs<\/strong><\/h3>\n\n\n\n<p>Pour les clients interrog\u00e9s, la simplicit\u00e9 et la rapidit\u00e9 de l\u2019acc\u00e8s aux informations influent sur le caract\u00e8re pratique de leur exp\u00e9rience. Dans le m\u00eame temps, 77% des cadres de soci\u00e9t\u00e9s d\u2019assurance indiquent que les agents et les courtiers constituent leur principal canal de distribution. N\u00e9anmoins, plus de 40% des clients particuliers se plaignent d\u2019avoir eu du mal \u00e0 contacter les agents et les courtiers en dehors des heures de bureau habituelles \u2013 et les mesures de confinement et de distanciation sociale compliquent la situation.<\/p>\n\n\n\n<p>Contrairement aux assur\u00e9s particuliers, les entreprises n\u2019ont pas not\u00e9 de diff\u00e9rence particuli\u00e8re en ce qui concerne la commodit\u00e9 offerte par les agents et les courtiers, les canaux digitaux ou les canaux directs. Pour preuve, plus de 50% des PME \u00e9valuent leurs exp\u00e9riences d\u2019interactions avec les agents et les courtiers&nbsp; comme \u00ab&nbsp;pratiques&nbsp;\u00bb, ce chiffre d\u00e9passant la barre des 60% pour les canaux digitaux.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>La technologie peut renforcer l\u2019efficacit\u00e9 des canaux<\/strong><\/h3>\n\n\n\n<p>Les agents et les courtiers veulent augmenter leurs capacit\u00e9s d\u2019engagement digital, et environ 44% d\u2019entre eux expliquent avoir besoin pour cela du soutien de leurs assureurs. Plus de la moiti\u00e9 des agents et courtiers interrog\u00e9s avancent que pour aider efficacement les clients, ils doivent disposer d\u2019outils digitaux de collaboration et d\u2019engagement, comme des plateformes de partage d\u2019\u00e9cran et des outils permettant de signer num\u00e9riquement des documents. Ils ajoutent que la commodit\u00e9 c\u00f4t\u00e9 client s\u2019am\u00e9liore lorsque des illustrations digitales et des outils de comparaison de produits sur un seul \u00e9cran sont disponibles. Cependant, moins de deux tiers des assureurs d\u00e9clarent fournir aux agents et courtiers ces outils digitaux tant recherch\u00e9s pour am\u00e9liorer l\u2019exp\u00e9rience client. \u00c0 l\u2019avenir, la \u00ab&nbsp;digi-interm\u00e9diation&nbsp;\u00bb \u2013 un processus dans lequel les agents pourront compter sur des ressources digitales et l\u2019exp\u00e9rience sur les canaux virtuels sera plus humaine \u2013 comblera les lacunes en mati\u00e8re de distribution, am\u00e9liorera l\u2019exp\u00e9rience client et optimisera la valeur ajout\u00e9e.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Les conseils personnalis\u00e9s passent par une connaissance plus compl\u00e8te du client<\/strong><\/h3>\n\n\n\n<p>Les agents et les courtiers expliquent avoir besoin d\u2019en savoir plus sur les assur\u00e9s et les clients potentiels afin de convertir plus efficacement les prospects. Les API et les analyses bas\u00e9es sur l\u2019intelligence artificielle peuvent aider les agents et les courtiers \u00e0 cerner les pr\u00e9f\u00e9rences des clients, \u00e0 r\u00e9pondre aux questions et \u00e0 proposer des produits adapt\u00e9s aux \u00e9v\u00e9nements particuliers de la vie des assur\u00e9s. De fait, la combinaison d\u2019outils analytiques int\u00e9grant l\u2019intelligence artificielle \u00e0 une vue panoramique \u00e0 360 degr\u00e9s des clients est essentielle pour offrir une exp\u00e9rience client personnalis\u00e9e. Les assureurs les plus performants attireront de nouveaux clients et fid\u00e9liseront leurs clients en r\u00e9inventant leur \u00e9cosyst\u00e8me op\u00e9rationnel afin de soutenir un mod\u00e8le dit \u00ab&nbsp;phygital&nbsp;\u00bb, alliant pr\u00e9sence physique et engagement digital.<\/p>\n\n\n\n<p><em>\u00ab&nbsp;Les assureurs ont l\u2019opportunit\u00e9 de convertir le trafic digital en ventes en mettant l\u2019accent sur une exp\u00e9rience virtuelle hyper-personnalis\u00e9e,<\/em> d\u00e9taille <a href=\"https:\/\/www.linkedin.com\/in\/anirban-bose-8352a87\/\">Anirban Bose<\/a>, en charge des services financiers de Capgemini et membre du Comit\u00e9 de Direction g\u00e9n\u00e9rale du Groupe. <em>Les clients d\u2019aujourd\u2019hui s\u2019attendent \u00e0 ce que les interactions avec leurs assureurs soient plac\u00e9es sous le signe de la facilit\u00e9, et les fournisseurs doivent s\u2019assurer que leurs canaux sont garants d\u2019une exp\u00e9rience client pratique et transparente. En investissant dans des technologies adapt\u00e9es, les assureurs peuvent attirer de nouveaux clients et fid\u00e9liser leurs clients existants, tout en donnant \u00e0 leurs agents et courtiers les moyens d\u2019approfondir les relations.&nbsp;\u00bb<\/em><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u00ab&nbsp;L\u2019impact mondial du passage au tout digital a chang\u00e9 la fa\u00e7on dont les assureurs doivent op\u00e9rer pour satisfaire leurs clients. Pour r\u00e9ussir \u00e0 l\u2019avenir, les assureurs doivent imp\u00e9rativement investir dans des canaux connect\u00e9s&nbsp;\u00bb<\/em> <\/p>\n<cite>John Berry, PDG de l\u2019Efma<\/cite><\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>M\u00e9thodologie du rapport<\/strong><\/h3>\n\n\n\n<p>Le World Insurance Report 2021 s\u2019appuie sur les r\u00e9sultats de trois \u00e9tudes&nbsp;: l\u2019\u00e9tude Global Insurance Voice of the Customer Survey&nbsp;2021, le rapport Global Insurance Executive Interviews&nbsp;2021 et l\u2019\u00e9tude Global Agents and Brokers Survey&nbsp;2021. Ces \u00e9tudes englobent 25&nbsp;march\u00e9s&nbsp;: l\u2019Australie, la Belgique, le Br\u00e9sil, le Canada, le Chine, Chypre, la Finlande, la France, l\u2019Allemagne, Hong Kong, l\u2019Inde, l\u2019Italie, le Japon, le Mexique, la Norv\u00e8ge, le Portugal, la Roumanie, Singapour, l\u2019Espagne, la Su\u00e8de, la Suisse, les Pays \u2013 Bas, la Turquie, le Royaume \u2013 Uni ainsi que les Etats \u2013 Unis.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/worldinsurancereport.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">T\u00e9l\u00e9charger le rapport<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Pour rester comp\u00e9titifs, les assureurs doivent connecter et dynamiser leur r\u00e9seau de distribution gr\u00e2ce aux technologies \u00e9mergentes afin de surmonter l\u2019impact n\u00e9gatif du Covid-19 sur l\u2019acquisition et la fid\u00e9lisation des clients.<\/p>\n","protected":false},"author":98,"featured_media":681012,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"4bc88836-598f-4817-957f-438fd3b19920\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"ef74d551-db86-45f6-89c1-0f49f0d15878\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"","featured_focal_points":""},"tags":[171],"research-and-insight-type":[80],"theme":[],"brand":[],"service":[],"industry":[70,732],"partners":[],"content-group":[],"class_list":["post-674093","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","tag-assurance","research-and-insight-type-rapport","industry-assurance","industry-financial-services"],"yoast_head":"<!-- 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