《凯捷咨询-2016世界保险行业报告》.pdf

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《凯捷咨询-2016世界保险行业报告》.pdf

WORLD INSURANCE REPORT 2011 2011 WORLD INSURANCE REPORT CONTENTS TABLE OF CONTENTS 5 Preface 7 CHAPTER 1 Efficiency Model Shows Insurers Have Ample Room to Reduce Operational Expenses and Acquisition Costs 15 CHAPTER 2 Business Agility Is Critical for Insurers Seeking to Thrive Long-Term — 16 Front Office Agility Levers All Have a Direct Impact on Customer Satisfaction — 19 Claims Management, Key to Customer Experience, Is Ripe for Improvements 27 CHAPTER 3 Insurers Need to Transform Claims to Meet Their Brand Promise to Customers While Driving Results 37 Methodology 38 About Us 3 4 2011 WORLD INSURANCE REPORT PrEfaCE Preface Capgemini is pleased to present the fourth edition of the World Insurance Report (WIR). Insurance companies around the globe are re-focusing on their core operations. Some lost investment income during the crisis; others face changing customer preferences; most must tackle a newly

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