Overview
The World Insurance Report 2021 from Capgemini and Efma explores how the current distribution models are being challenged and reveals how technology can supercharge channel effectiveness and revenue.
The report finds that insurers need to rethink their distribution models to offer uninterrupted service, superior customer experience (CX), and maximum value as the industry’s 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’ daily lives by embracing open insurance, the report found.
Research methodology
The World Insurance Report 2021 features insights from three primary sources – 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:
Capgemini Voice of the Customer Survey 2021
In collaboration with Phronesis Partners a comprehensive Voice of the Customer Survey was fielded in January and February 2021. More than 12,000 insurance customers in 21 markets around the world were polled.
World Insurance Report 2021 Executive Interviews
Insights from the surveys and focused interviews with more than 250 senior executives from leading insurance firms covering 24 markets worldwide.
World Insurance Report 2021 Agents and brokers Survey
Insights from surveys and focussed interviews with more than 75 agents and Brokers covering 16 markets globally.
2020 Global Insurance Executive Interviews
Insights from focused interviews with more than 150 senior executives from leading insurance companies across 29 markets representing 3 regions – Americas, EMEA and Asia-Pacific.
Capgemini COVID-19 Consumer Survey 2020
Capgemini surveyed more than 11,200 consumers across 11 markets worldwide to learn how COVID-19 has affected consumer behaviour in the financial services sector.
