Transforming the Digital Customer Experience
Customers are demanding mobile apps for quotes and policy purchase, self-service for policy changes and claims reporting and leading insurers are responding. The World Insurance Report 2013 from Capgemini and Efma indicates that mobile applications for claims servicing—the most widely available insurance app today—will increase sharply in the next two years with 73 percent of insurers offering this self-service capability. The ability to make policy changes via mobile will also rise sharply from 9 percent of insurers offering this now to 52 percent in two years' time.
Customers are embracing their mobile phones, smartphones, tablet computers and handheld devices to transact with their insurance providers. The question for Insurers is no longer whether to invest, it is how to best leverage the mobile channel to provide a differentiated customer experience and achieve operational efficiencies. Moving forward competitive advantage will be driven by innovation. Explore how Capgemini can help insurers meet the challenges of the mobile channel.