The World Insurance Report interactive site lets you interactively explore customer experience data related to life and non-life insurers across 30 countries, five regions, seven channels and multiple products and phases of the insurance lifecycle. The data for the graphs comes from the Capgemini Voice of Customer Survey 2015 which is described under Methodology.
Using the Website
From the Home page, click the Data tab to explore interactive and customizable graphs by customer experience, customer preference, channel usage, or efficiency ratio. Use the drop down menus to draw the graphs with new data points and click Share to post your custom graph to Facebook or Twitter.
You must Register on the site in order to download reports. If you are already registered on another FS world report website (e.g., World Wealth Report, World Retail Banking Report or World Payments Report) then you can use the same login and password for the World Insurance Report site.
This website uses data that is published in the World Insurance Report 2013 through 2016. More data may be available through paid engagements by using the Contact Us form.
Scope and Research Sources
The 2016 World Insurance Report (WIR) covers both life and non-life (including health) segments. This year's report draws on research insights from 30 markets: Argentina, Australia, Austria, Belgium, Brazil, Canada, China, Denmark, France, Germany, Hong Kong, India, Ireland, Italy, Japan, Mexico, Netherlands, Norway, Poland, Portugal, Russia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, the United Kingdom, and the United States. We estimate these countries together account for approximately 93% of the global insurance market, based on data from the “World Insurance in 2014” Swiss Re sigma report. The sample of countries covers 30 of the world’s top 35 insurance markets in terms of premiums.
The 2016 WIR is based on a comprehensive body of research that includes 183 interviews with senior insurance executives of 100+ leading insurance firms. Of the total firms interviewed, 33% sell both life and non-life insurance, 33% focus solely on life, and 35% are dedicated to non-life.
2015 Global Insurance Voice of the Customer Survey
A global survey of customer behavior toward insurance forms the basis of the ninth annual World Insurance Report. Our comprehensive Voice of the Customer Survey, which was administered in September and October 2015, in collaboration with Phronesis, polled more than 15,800 insurance (personal lines) customers in 30 countries. The survey sought to gain deep insight into customer preferences, expectations, and behaviors with respect to specific types of insurance transactions. The survey questioned customers on their general satisfaction with their insurer, the importance of specific channels for executing different types of transactions, and their satisfaction with those transactions, among other factors. The survey also questioned customers on the importance they ascribe to digital channels (Internet, mobile, and social media) and their satisfaction levels for services offered via these digital channels. Participants were also asked questions around factors that influence their decision to choose, stay, or leave their current insurer. They were also asked questions related to behavior such as technology usage and adoption. We supplemented these detailed findings through in-depth interviews with senior insurance executives around the world.
Capgemini’s Customer Experience Index
The responses from the global Voice of the Customer Survey, which analyzed customer experiences across 112 data points, provide the underlying input for our Customer Experience Index (CEI). The CEI calculates a customer experience score that can be analyzed across a number of variables. The scores provide insight on how customers perceive the quality of their insurance interactions. These interactions are dissected by product, channel, and lifecycle stage, as well as by demographic variables, such as country, gender, age, and investable assets. The result is an unparalleled view of how customers regard their insurers, and the specific levers insurers can push to increase the number of positive experiences for customers. The CEI provides a foundation for insurers to develop an overall retail delivery strategy that will increase satisfaction in ways that are most meaningful to customers.