分析报告：安永会计事务所（EY）：2012年全年全球消费者保险调查：亚太地区.pdf

Asia-Pacific Voice of the customer Time for insurers to rethink their relationships Global Consumer Insurance Survey 2012 Contents Executive summary 2 01 Life and pensions (including investments) 5 Our survey explores the following myths: 1. Customers have low confidence in the life and pensions industry 2. Life insurance is sold, not bought 3. Personal interaction is essential 4. It’s hard to cross-sell to existing customers 5. Providers can’t influence persistency 02 Non-life insurance 21 Our survey explores the following myths: 1. The future is online 2. It’s only about price 3. Good claims experience builds loyalty 4. Customers don’t respond to cross-selling 5. Insurers can’t influence customer retention Global methodology 36 Contacts 37 Global Consumer Insurance Survey 2012 — Asia-Pacific Faced with the unprecedented challenges of troubled financial markets, changing regulatory oversight and economic uncertainty, there is a risk that some insurers may not be listening and responding to the most important voice of all — that of their customers. For any insurer hoping to navigate through this difficult time, understanding how customer behaviors and attitudes are changing is critical. Previous assumptions and received wisdom about customers may no longer be reliable, and those insurers who are able to respond best to what customers want now are most likely to succeed. In light of this, Ernst Young conducted a groundbreaking survey of insurance customers. Working with the research firm Ipsos, we set out to test the received wisdom by interviewing 9,000 consumers of life and non-life personal insurance products in Australia, China, Hong Kong (spec