{"id":561803,"date":"2021-05-12T14:17:00","date_gmt":"2021-05-12T14:17:00","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=press-release&#038;p=561803"},"modified":"2025-03-05T23:59:51","modified_gmt":"2025-03-06T04:59:51","slug":"world-insurance-report-2021","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/us-en\/news\/world-insurance-report-2021\/","title":{"rendered":"World Insurance Report 2021"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tWorld Insurance Report 2021\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>May 12, 2021<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/World-Insurance-Report-2021.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download press release<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">201 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\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\/us-en\/news\/world-insurance-report-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/us-en\/news\/world-insurance-report-2021\/&amp;text=World Insurance Report 2021\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/us-en\/news\/world-insurance-report-2021\/&amp;text=World Insurance Report 2021\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><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\"><strong><em>Successful insurers will connect channels and empower their distribution network with emerging technologies,<\/em> <em>to overcome COVID-19\u2019s impact on customer acquisition and retention.<\/em><\/strong><\/h2><\/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<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Paris, May 12, 2021 \u2013 <\/strong><strong><a href=\"https:\/\/www.capgemini.com\/\">Capgemini<\/a> and<\/strong>&nbsp;<strong><a href=\"http:\/\/www.efma.com\/\">Efma\u2019s <\/a><\/strong><strong><a href=\"http:\/\/www.worldinsurancereport.com\/\">World Insurance Report 2021<\/a><\/strong><strong>, published today,<\/strong><strong> finds that insurers need to rethink their distribution models to offer uninterrupted service, superior customer experience (CX), and maximum value as the industry\u2019s &nbsp;business dynamics continue to evolve. As natural disasters and emerging risks such as COVID-19 become more severe, and lockdowns and social distancing spur the adoption of digital channels, the world is more insurance conscious. Therefore, insurers need to empower their distribution network with emerging technologies, including augmented and virtual reality and AI, and embed insurance in customers\u2019 daily lives by embracing open insurance, the report found.<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p>According to the report, more than 60% of insurance executives surveyed said COVID-19 affected their firm\u2019s customer acquisition efforts, and about 40% cited an impact on customer retention. To regain lost ground, insurers should consider the \u2018<em>CARE\u2019 <\/em>approach, where Convenience, Advice and REach are at the heart of designing and evaluating the effectiveness of their channels. While 87% of insurers say they will invest in digital enhancements, only 32% say digital channels are effective in securing sales because they lack personalized advice capabilities. Digital channels earned high marks for 24\/7 availability, ease of updating information for insurers, and search capabilities. Yet, their inability to provide in-depth, personalized advice to customers seeking complex products such as retirement plans and annuities made it clear that agents and brokers are still essential for purchasing these types of insurance.<\/p>\n\n\n\n<p><strong>Convenience is an insurer\u2019s competitive edge<\/strong><\/p>\n\n\n\n<p>Insurance customers surveyed said the ease and speed of access to information impacts the convenience of their experience. Seventy-seven percent of insurance executives say that agents and brokers are their most prominent distribution channel. However, more than 40% of personal line customers said it was challenging to contact agents and brokers outside typical office hours \u2212 and lockdowns and social distancing complicate the situation. Unlike personal policyholders, commercial lines and small-to-medium businesses (SMBs) did not see an appreciable difference in<\/p>\n\n\n\n<p>the convenience offered by agents and brokers, digital channels or direct channels. More than 50% of SMBs rated their experience of interacting with agents and brokers as convenient, while more than 60% rated digital channels convenient.<\/p>\n\n\n\n<p><strong>Technology can supercharge channel effectiveness<\/strong><\/p>\n\n\n\n<p>Agents and brokers want to ramp up their digital engagement capabilities, and about 44% said they need support from their insurers. More than half of the agents and brokers surveyed said that to assist customers effectively, they need digital collaboration and engagement tools such as screen-sharing platforms and digital document-signing tools. They also said customer convenience improves when digital illustrations and single-screen product comparison tools are offered. However, less than two-thirds of insurers said they provide agents and brokers with these sought-after digital tools to enhance customer experience. In the future, \u2018Digi-intermediation\u2019 \u2013 a process in which agents are digitally empowered, and virtual channels are humanized \u2013 will eliminate distribution gaps, enhance CX, and optimize delivered value.<\/p>\n\n\n\n<p><strong>More comprehensive customer knowledge enables personalized advice<\/strong><\/p>\n\n\n\n<p>Agents and brokers said they need to know more about policyholders and potential customers in order to more effectively convert leads into sales. APIs and AI-based analytics can help agents and brokers understand customer preferences, answer questions, and offer appropriate products around policyholders\u2019 special life events. AI-based analytical tools and a 360-degree view of customers is essential for a customized customer-experience. The most successful insurers will win and retain customers by reinventing their operating ecosystem to support a \u2018phygital\u2019 model based on a mix of physical presence and digital engagement.<\/p>\n\n\n\n<p><em>\u201cInsurers have an opportunity to convert digital traffic to sales by focusing on a hyper-personalized virtual experience<\/em><em>,\u201d<\/em> said <a href=\"https:\/\/www.linkedin.com\/in\/anirban-bose-8352a87\/\">Anirban Bose<\/a>, CEO of Capgemini\u2019s Financial Services and Group Executive Board Member. <em>\u201cToday\u2019s customers expect interacting with their insurers to be easy, and providers need to ensure their channels enable a convenient and seamless customer experience. By investing in the right technologies, insurers can win and retain customers while empowering their agents and brokers to deepen relationships.\u201d<\/em><\/p>\n\n\n\n<p><em>\u201cThe global impact of all-at-once digital adoption has changed the way insurers need to operate to satisfy their customers. Digital investment in connected channels is a critical ingredient for insurers of the future to be successful,\u201d<\/em> said John Berry, CEO of Efma<em>.<\/em><\/p>\n\n\n\n<p><strong>Report methodology<\/strong><\/p>\n\n\n\n<p>The World Insurance Report 2021 features insights from three primary sources \u2013 the 2021 Global Insurance Voice of the Customer Survey,the 2021 Global Insurance Executive Interviews, and the 2021 Global Agents and Brokers Survey. Together, these sources cover insights from 25 markets: Australia, Belgium, Brazil, Canada, China, Cyprus, Finland, France, Germany, Hong Kong, India, Italy, Japan, Mexico, Norway, Portugal, Romania, Singapore, Spain, Sweden, Switzerland, The Netherlands, Turkey, United Kingdom, and United States.<\/p>\n\n\n\n<p><strong>About Capgemini<\/strong><\/p>\n\n\n\n<p>Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms. The Group reported in 2020 global revenues of \u20ac16 billion.<\/p>\n\n\n\n<p>Get the Future You Want | <a href=\"http:\/\/www.capgemini.com\">www.capgemini.com<\/a><\/p>\n\n\n\n<p><strong>About Efma<\/strong><\/p>\n\n\n\n<p>A global non-profit organization established in 1971 by banks and insurance companies, Efma facilitates networking between decision-makers. It provides quality insights to help banks and insurance companies make the right decisions to foster innovation and drive their transformation. 120 financial groups in 133 countries are Efma members. Headquartered in Paris. Offices in London, Brussels, Andorra, Milan, Stockholm, Bratislava, Warsaw, Moscow, Istanbul, Beirut, Dubai, Tokyo, Singapore, Sydney, and Montreal. Learn more: <a href=\"http:\/\/www.efma.com\">www.efma.com<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"related-content-heading\">Related News<\/h2><\/div><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Read more about Change in the composition of Capgemini\u2019s Board of Directors proposed to the 2026 Shareholders\u2019 Meeting\" href=\"https:\/\/www.capgemini.com\/us-en\/news\/press-releases\/change-in-the-composition-of-capgeminis-board-of-directors-proposed-to-the-2026-shareholders-meeting\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Corporate news<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">Change in the composition of Capgemini\u2019s Board of Directors proposed to the 2026 Shareholders\u2019 Meeting<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 17, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; href=&quot;https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/03_16_26-Board-composition-vfinale_post-CA-clean.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;175 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about Change in the composition of Capgemini\u2019s Board of Directors proposed to the 2026 Shareholders\u2019 Meeting\" 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plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 16, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; href=&quot;https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/03_16_Capgemini_WCIBR-Press-Release.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;181 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about 85% of banks\u2019 corporate clients plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies\" 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lifecycle management and industrial digitalization specialist, Piterion<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 10, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; href=&quot;https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/03_09_Capgemini_Piterion.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;130 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about Capgemini to acquire leading independent product lifecycle management and industrial digitalization specialist, Piterion\" href=\"https:\/\/www.capgemini.com\/us-en\/news\/press-releases\/capgemini-to-acquire-leading-independent-product-lifecycle-management-and-industrial-digitalization-specialist-piterion\/\">Read more about<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><\/div><\/div><\/section><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"d12e283f-b794-4ee5-8672-27143be07db3\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"29289a1e-3e74-4b45-bb80-962d22011c65\",\"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":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/World-Insurance-Report-2021.pdf","related_resource_id":561805,"related_resource_size":"201 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