Capgemini and Efma introduce the new Customer Experience Index in this sixth edition of the World Insurance Report 2013. Featuring data from over 16,500 customers, the report reveals 70% of insurance customers are at risk of competitive attack or switching carriers for even minimal benefits. The report explores how insurers must enhance multi-distribution and customer experience to improve retention. While mobile and social media channels are gaining traction, challenges remain for insurers to provide better customer experiences and drive operational efficiencies. The 2013 Report covers both life and non-life segments including health. It draws on research insights from 41 countries: Argentina, Australia, Austria, Belgium, Brazil, Canada, China, Denmark, France, Germany, Greece, Hong Kong, India, Ireland, Italy, Japan, Lebanon, Malaysia, Mexico, Morocco, the Netherlands, New Zealand, Nigeria, Norway, Philippines, Poland, Portugal, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, UAE, U.K., U.S., and Vietnam, covering approximately 95% of the global insurance market. The World Insurance Report 2013 is based on a comprehensive body of research that includes 114 interviews with senior insurance executives. The Report is available in English and Japanese. For more information, visit www.worldinsurancereport.com.

1. WORLD
INSURANCE
REPORT
2013

2. 3
2013 WORLD INSURANCE REPORT CONTENTS
TABLE OF CONTENTS 05 Preface
07 CHAPTER 1
Many Non-Life Insurers Continue to See Improvements
in Core Underwriting Performance
07 — Introduction
08 — Efficiency-Ratio Model Shows Many Countries Improved Non-Life Claims
Ratios in 2011, but Some Were Hit Hard by Catastrophe Claims
10 — Many Insurers Find Acquisition Costs Are Stubbornly High
17 — Conclusion
19 CHAPTER 2
Insurers Globally Have Substantial Room to Deliver
More Positive Customer Experience
19 — Introduction
20 — Data on Customer ‘Satisfaction’ Fails to Gauge How Well Insurers
Are Really Addressing Key Customer Needs
22 — Capgemini’s Customer Experience Index (CEI) Highlights Gaps
Between What Customers Expect, and What Insurers Deliver
23 — CEI Offers More than a Thumbs Up/Down on Insurer Products & Services
26 — Customer Experience in Banking Exceeds that of Insurance Across the Globe
28 — Customers Want a Mix of Traditional and New Networks and Channels
28 — Conclusion
31 CHAPTER 3
To Leverage Integrated Multi-Distribution Strategies,
Insurers Need to Invest in Mobile as a Channel
31 — Introduction
32 — Integrated Multi-Distribution Approach Is Key to Customer Acquisition
and Retention
34 — Mobile Is Forcing Many Insurers to Retrace Steps on Path to
Integrated Multi-Distribution
36 — Investing in Mobile Can Help Insurers Grow Revenue,
Enhance Customer Experience, Cut Costs, and Improve Efficiency
39 — Use of Social Media Is Already Widespread in Insurance Marketing,
and Will Grow More Extensive Over Time
41 — Conclusion
42 — Case Study: Genialloyd Leverages Social Media to Boost Reputation,
Brand, and Sales
43 — Case Study: Customer Insight Into Action (CiiA), a Social Media Analytics Solution
44 Methodology
46 About Us

3. 5
2013 WORLD INSURANCE REPORT PREFACE
Capgemini and Efma are pleased to present the sixth edition of the World Insurance Report (WIR). Insurance
companies around the globe have worked diligently since the global financial crisis to reduce operational costs,
and improve effectiveness. Those initiatives are now paying dividends, but market conditions remain tough, with
few insurers able to raise rates as much as they would like, if at all, and investment income is still lagging. Insurers
are nevertheless turning their attention to boosting revenues, and reducing acquisition costs—an expense that has
remained stubbornly high.
Revenue growth depends heavily on keeping existing customers and attracting new ones, preferably by utilizing
low-cost direct-sales channels (Internet and mobile), which reduce the need for costly intermediaries. But direct
distribution networks and channels (access points) are not just a boon for insurers; they are increasingly on the
must-have list for insurance customers—who expect the same anytime/anywhere/any device service to which
they are accustomed in other areas of their lives.
This report looks at the channel and other preferences of insurance customers by analyzing data from
Capgemini’s Customer Experience Index (CEI), which was developed to provide a granular view of how
customers perceive the quality of their service interactions across three dimensions: products, networks/
channels, and customer lifecycle. The CEI is built from data captured through Capgemini’s Voice of the
Customer Survey, which queried more than 16,500 customers in 2012 on their general satisfaction with their
insurer, and also inquired more specifically about the importance of specific channels for executing different
types of transactions, and for different types of products.
The CEI showed that channel strategy is a critical part of the customer proposition, and the report examines in
more detail how mobile in particular is requiring insurers to take a step back and re-engineer their integrated
multi-distribution strategies. The report looks at channel strategies through the prism of Capgemini’s Multi-
distribution Model, first introduced in the WIR 2009.
More generally, the findings of the WIR 2013 draw on research insights from 41 of the biggest insurance markets
in terms of premiums: Argentina, Australia, Austria, Belgium, Brazil, Canada, China, Denmark, France, Germany,
Greece, Hong Kong, India, Ireland, Italy, Japan, Lebanon, Malaysia, Mexico, Morocco, the Netherlands,
New Zealand, Nigeria, Norway, Philippines, Poland, Portugal, Russia, Saudi Arabia, Singapore, South Africa,
South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, UAE, U.K., U.S., and Vietnam. Included in the research
were in-depth focus interviews with 79 insurance executives and responses to an online survey by 35 executives.
We are pleased to present you with this year’s World Insurance Report, and hope our findings offer insight into the
evolving landscape in which insurers now operate.
Preface
Jean Lassignardie
Global Head of Sales and Marketing
Global Financial Services
Capgemini
Patrick Desmarès
Secretary General
Efma

4. 25
2013 WORLD INSURANCE REPORT CHAPTER 2
Figure 2.6 Customers with Positive/Negative Experience by Country (%), 2012
FIGURE 2.1. Customer Satisfaction with Insurers (%), by Country, 2012
Japan
South Korea
Portugal
Switzerland
Russia
Sweden
Denmark
China
Italy
Hong Kong
Norway
Germany
Taiwan
Spain
Ireland
Singapore
Netherlands
Poland
France
Austria
Belgium
Australia
U.S.
Brazil
U.K.
India
Canada
Argentina
Mexico
South Africa
Negative Experience Neutral Experience Positive Experience
42%51%7%
57%5%
59%6%
56%11%
60%8%
53%15%
56%12%
59%9%
53%16%
59%10%
52%19%
63%12%
67%9%
62%16%
68%10%
65%13%
67%12%
70%9%
57%23%
67%13%
73%8%
68%13%
72%9%
66%16%
69%13%
68%14%
60%22%
71%14%
74%12%
70%18%
38%
35%
33%
33%
32%
32%
32%
31%
31%
29%
25%
24%
22%
22%
22%
21%
21%
20%
20%
19%
19%
19%
18%
18%
18%
18%
15%
13%
12%
Source: 2012 Insurance Voice of the Customer Survey, Capgemini, 2012
Figure 2.7 Positive Customer Satisfaction vs. Positive Customer Experience in Insurance, 2012
FIGURE 2.7. Positive Customer Satisfaction vs. Positive Customer Experience in Insurance, 2012
0% 20% 40% 60% 80%
0%
20%
40%
60%
80%
PercentofInsuranceCustomersRegistering
PositiveSatisfaction
Percent of Insurance Customers Registering Positive Customer Experience
Average Positive Customer
Experience (25.2%)
Average Positive
Satisfaction (63.7%)
Japan
Hong Kong
Taiwan
Sweden China
Italy
Portugal Denmark
Singapore
Poland
Ireland
Spain Austria
Brazil
MexicoU.K.
India
Argentina
South Africa
Canada
Belgium
Australia
FranceNorwaySwitzerland
Netherlands U.S.
Russia
Germany
South Korea
Positive Satisfaction =
Positive ExperienceHigher expectations coupled with a
prolonged crisis in the financial
markets in the past have resulted in
customers being neither satisfied nor
having a positive experience in Japan
None of the countries appear
close to achieving a positive
experience equal to satisfaction
levels for life insurance products
Proportion of customers with
positive experience was
highest in South Africa, though
it still lagged much behind
proportion of customers with
positive satisfaction
Source: 2012 Insurance Voice of the Customer Survey, Capgemini, 2012

5. www.capgemini.com/wir13 www.wir13.com
For more information, please contact:
Capgemini
insurance@capgemini.com
Efma
wir@efma.com
For press inquiries, please contact:
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Karine Coutinho (Efma) at karine@efma.com or +33 1 47 42 69 82