世界保险报告 2014.pdf

WORLD INSURANCE REPORT 2014 2014 World Insurance report CONTENTS TABLE OF CONTENTS 05 Preface 07 CHAPTER 1 Many Non-Life Insurance Markets Witness Increase in Profit Margins, Helped by Stronger Ratios for Claims and Investments 07 — Introduction 0 — 8 Efficiency Metrics Show Improvement across the Board — 10 Favorable Weather Conditions Drive Claims Ratio Improvement, While Continued Investment in Operations and Channels Leads to Stable and Improving Operational and Acquisition Ratios 1 — C 7 onclusion 19 CHAPTER 2 Insurers Have Ample Opportunities to Deliver More Positive Customer Experience, Potentially Impacting Their Profit Margins — troduction 19 In 20 — Capgemini’s Customer Experience Index (CEI) Measures How Well Insurers Are Meeting Customer Expectations 20 — CEI Scores Increased across Several Markets, However the Percentage of Customers with a Positive Experience Is Still Low — sitive Experiences Lead to Customer