世界保险报告2013.pdf

且 … 筐 0111 ULTI NI . THN 0 LOn. OUnou ItI N. 2013 WOOLD INSURANCE REF 捅了 CONTENTS TABLE OF CONTENTS 05 Preface 07 CHAPTER 1 Many Non-Life 1nsurers Con甘 nue 10 See Improvemenls in Core Underwriting Performance 07 - Introduction 08 - Effici朋句Ratio ModEJ Shows Many COLl ntries Improved Non-Ule Claims Ratios in 2011 , but Some W凹e Hit Hard by Catastro阱eαaJ ms 10 - Many Ir 田rers Rnd A叫Jisition Costs Are Stu胁。r咐High 17 - Conciwion 19 CHAPTER 2 Insurers Globally Have Subslanlial Room 10 Deliver More Posilive Cuslomer Experience 19 - Introduction 20 - Data on Custom研Satisfaction Fails to Gauge How Welllnsurers AreR田I Iy Addressing 1;句Custom研 Needs 22 - Capgeminis Custorr 凹Experi朋ce Ind四(C团 Highlights Gaps Betw研引叭/hat Custom研s Expect, and What Insur目s De如回 23 - c 日 011，研s More than a Th umbs UplD仁 wn on Insurer 阶odu二 ts S吁vlæs 26 - Customer Exp朗朗ce in Bank们9 Exceeds that 01 In且Jr剧æAaoss the Globe 28 - Customers Want a Mix of Traditional and