Capgemini and Efma introduce the new Customer Experience Index in this sixth edition of the World Insurance Report 2013. Featuring data from over 16,500 customers, the report reveals 70% of insurance customers are at risk of competitive attack or switching carriers for even minimal benefits. The report explores how insurers must enhance multi-distribution and customer experience to improve retention. While mobile and social media channels are gaining traction, challenges remain for insurers to provide better customer experiences and drive operational efficiencies.
The 2013 Report covers both life and non-life segments including health. This year’s report draws on research insights from 41 countries: Argentina, Australia, Austria, Belgium, Brazil, Canada, China, Denmark, France, Germany, Greece, Hong Kong, India, Ireland, Italy, Japan, Lebanon, Malaysia, Mexico, Morocco, the Netherlands, New Zealand, Nigeria, Norway, Philippines, Poland, Portugal, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, UAE, U.K., U.S., and Vietnam, covering approximately 95% of the global insurance market.
The World Insurance Report 2013 is based on a comprehensive body of research that includes 114 interviews with senior insurance executives. The Report is available in English and Japanese.