凯捷：2020世界保险报告( 英文 28页)

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Contents

Preface 3

Executive summary 4

Almost everyone is digital 5

What’s age got to do with it? 6

– Online activity, shopping preferences indicate policyholder behavior 6

The new trust equation 7

– Online research and social media have empowered customers to trust themselves

to make policy decisions without agent/broker input 8

– Sharing the love: Trust in non-traditional insurers is growing exponentially 9

Have it your way 12

Customers want personalized engagement – hyper-personalized engagement 12

Are insurers delivering what policyholders want? 13

– Products: Usage-based insurance is now mainstream 13

– Timing: Reaching customers at the right, most impactful times 14

– Channels: Information channels used by customers 15

Super-charged real-time data is fueling insurer lift off 20

The Inventive Insurer’s playbook: An evolutionary success path 22

Not there yet? You are not alone. 24

Methodology 25

About us 26