Wat verwacht de hybride consument van de verschillende distributiesystemen? Jan Verlinden Insurance Leader Belgium Capgemini

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1 Wat verwacht de hybride consument van de verschillende distributiesystemen? Jan Verlinden Insurance Leader Belgium Capgemini

2 Each Year, Capgemini and Efma Publish Insights on the Insurance Sector Through its World Insurance Report Theme Optimizing the Insurer, Distributor and Customer relationship Customer and Distribution Analysis Multi- Distribution Model Claims Transformation Policy Administration Transformation Customer Experience Index (CEI) and Evolving Distribution Strategies

3 The profile of the typical insurance customer is taking a new and definitive shape, resulting in a more empowered and less loyal customer Price Product Professional Advice Service Brand/trust Referral Ease of purchase or billing Primary Factor (Customer) Secondary Factor (Customer) Primary Factor (Sector) Secundary Factor (Sector) Source: Capgemini World Insurance Report, 2007

4 Number of policies Number of networks Multi-distribution is consistent with the underlying preference of customers to use a different specialist network for each different type of policy they buy 6 Customer Share of Wallet Correlation between Number of Policies and Number of Distributors 50% 5 4 5, Multi distribution 2. Multi equipment 25% Strength of + Professional Advice Mapping of Networks Product Specialty vs. Strength of Professional Advice Mobile sales force Multi tied agents / Broker / IFAs 3 3 0% Tied agents Bank Avgerage Number of Policies (Customer) Max Min ,1 Avgerage Number of Policies (Insurer) Number of distribution networks Number of policies Direct writing company Telephone -25% Internet Alternative networks -50% 0% 25% 50% 75% 100% Product Specialty Source: Capgemini World Insurance Report, 2008

5 Satisfaction Levels of Customers with their Insurers Varied Widely Across Countries in 2012 Source: Capgemini World Insurance Report, 12% 12% 9% 14% 17% 15% 20% 22% 15% 14% 14% 10% 12% 11% 25% 22% 20% 22% 17% 24% 16% 25% 27% 31% 27% 35% 38% 39% 45% 35% 50% Negative Satisfaction 9% 9% 12% 11% 12% 5% 10% 14% 16% 16% 15% 15% 17% 18% 17% 24% 20% 16% 14% 15% 21% U.S. South Africa Australia Belgium Canada 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 Neutral Satisfaction 78% 76% 73% 72% 70% 70% 70% 70% 70% 70% 69% 67% 66% 64% 63% 63% 63% 62% 62% 62% 61% 60% 60% 54% 52% 50% 48% 44% 42% 38% Positive Satisfaction

6 The WIR Customer Experience Index (CEI) measures the Customer Experience Across Three Dimensions Life and Savings Pensions and Annuities Automobile Insurance Property Insurance Research and Getting a Quote Policy Acquisition Policy Servicing Claims Servicing CEI Channels/Networks Source: Capgemini World Insurance Report, Insurance Agents Insurance Brokers Bank Branches Phone/Call Centre Internet Mobile

7 Insurers have had Mixed Results in Terms of Delivering Positive Customer Experience Across Countries 3% 6% 5% 6% 6% 4% 5% 8% 6% 7% 6% 7% 9% 10% 8% 11% 8% 7% 8% 6% 12% 9% 14% 8% 8% 11% 11% 10% 51% 49% 51% 50% 51% 53% 54% 52% 55% 54% 57% 59% 58% 55% 62% 65% 63% 66% 67% 69% 64% 71% 68% 72% 67% 73% 74% 72% 76% 76% Negative Experience 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 Korea Neutral Experience 47% 45% 45% 44% 43% 42% 41% 40% 39% 39% 38% 34% 33% 32% 28% 27% 26% 26% 26% 21% 17% Positive Experience Source: Capgemini World Insurance Report,

8 Satisfaction Across All Lifecycle Stages for Insurance Products, Agents are worldwide Still Perceived to be Most Important Medium Very Satisfied 5,5 5,0 Broker Bank Agent 4,5 Phone Internet PC 4,0 Internet Mobile Somewhat Satisfied 3,5 3,5 4,0 4,5 5,0 5,5 Somewhat Very Importance Important Important Research and Getting Quote Policy Acquisition Policy Servicing Claims Servicing Agents Brokers Banks Phone Internet/PC Internet/Mobile Source: Capgemini World Insurance Report,

9 Satisfaction Physical Distribution Channels are Perceived to be Most Important Medium Across All Lifecycle Stages for Insurance Products in Belgium Very Satisfied 5,5 5,0 Broker Agent 4,5 Internet PC Bank 4,0 Internet Mobile Phone Somewhat Satisfied 3,5 3,0 3,5 4,0 4,5 5,0 5,5 Somewhat Very Importance Important Important Research and Getting Quote Policy Acquisition Policy Servicing Claims Servicing Agents Brokers Banks Phone Internet/PC Internet/Mobile Source: Capgemini World Insurance Report,

10 Satisfaction Internet-PC Closely Tied with Agents to Emerge as the Most Preferred Medium in The Netherlands in 2012 Very Satisfied 5,5 5,0 4,5 Broker Bank Internet PC Agent 4,0 Phone Somewhat Satisfied Internet Mobile 3,5 3,5 4,0 4,5 5,0 5,5 Somewhat Very Importance Important Important Research and Getting Quote Policy Acquisition Policy Servicing Claims Servicing Agents Brokers Banks Phone Internet/PC Internet/Mobile Source: Capgemini World Insurance Report,

11 Customers Globally now Prefer Online Channels over Physical Channels to Perform Various Insurance Related Activities Activities for which customers now prefer online mediums over physical mediums Strong Preference for Online Mediums Life Non-Life 32% 32% 32% 34% 31% 30% 27% 24% 26% 20% 14% 14% 12% 11% Comparing Policies and Services Accessing Information Finding the Best Rate/Price Providing Quick Service Providing Convenience Receiving Independent/Objective Advice Providing Easy to Understand Information Receiving Quality Advice Answering Questions Instilling Trust and Confidence Strong Preference for Physical Mediums 24% 27% 26% 29% 35% 38% 35% 37% 40% 45% 37% 39% 45% 47% 48% 51% 46% 49% Source: Capgemini World Insurance Report,

12 Online Mediums in Belgium Have Not Yet Become More Prominent than Physical Mediums for any Insurance Related Activity Strong Preference for Online Mediums Life Non-Life 24% 24% 21% 17% 15% 15% 12% 10% 9% 10% 8% 8% 6% 8% 6% 5% Comparing Policies and Services Accessing Information Finding the Best Rate/Price Providing Quick Service Receiving Independent/Objective Advice Providing Convenience Providing Easy to Understand Information Receiving Quality Advice Answering Questions Instilling Trust and Confidence Strong Preference for Physical Mediums 28% 30% 28% 27% 33% 32% 35% 35% 40% 33% 42% 44% 46% 41% 47% 45% 51% 51% 48% Source: Capgemini World 50% Insurance Report,

13 The Way Customers in The Netherlands Prefer to Interact with Insurers Depends Upon the Type of Activity they Wish to Perform Strong Preference for Online Mediums Life Non-Life 35% 37% 34% 35% 31% 33% 27% 27% 29% 26% 25% 21% 20% 20% 18% 18% 18% Finding the Best Rate/Price Comparing Policies and Services Accessing Information Receiving Independent/Objective Advice Providing Quick Service Providing Easy to Understand Information Receiving Quality Advice Providing Convenience Answering Questions Instilling Trust and Confidence Strong Preference for Physical Mediums 21% 25% 26% 21% 25% 22% 25% 27% 27% 26% 29% 33% 28% 31% 32% 30% 29% 35% 39% Source: Capgemini World Insurance Report,

14 Insurers and distributors need to view the customer as holistically as the customer views the Insurer Insurer s View Customer s View Customer Customer Channels Insurer Source: Capgemini World Insurance Report, 2007 Insurer

15 More and more insurance companies are entering the digital world to enhance the customer experience Product Information Distribution Information Specific Information Proposal Generation Claims Intake Extra Services

16 Mobile technology is best suited to increase the customer experience on emotional moments How to convince the customer of downloading the App? How to make sure that the customer feels a Personal Touch?

17 Social Media are mostly used in branding and marketing campaigns by the Insurers

18 But Social Media also opens a new world to attract customers 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. 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

19 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 Customer Insurer

20 Questions???

21 Thank you for your attention!!!

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