凯捷-2019年全球保险报告（英文）-2019.5-36页.pdf

WORLD INSURANCEREPORT2019World Insurance Report 2019The World Insurance Report(WIR)has been tracking technologys impact on the insurance sector for more than a decade.We have explored its transformative effect on insurer-customer relationships,insurance market dynamics,and insurance business models.In this,our twelfth year,the report takes a different lens to look at the most compelling overarching macro trends that are driving change in the insurance risk landscape.Todays risks range from the environment and climate change to disruption from advanced technologies with different priorities for each insurance segment.Personal insurance policyholders say they are most concerned about exposure to new medical and health threats.Commercial customers feel most vulnerable to risks generated by todays changing business environment.Cyber risks pose a common threat to all groups.As these big-picture risks mount,however,industry response has been lackluster.The fact that only a small percentage of insureds believe their current policies cover emerging risks comprehensively is cause for concern.Insurers need to prioritize customer perspectives and use those insights to create and adapt product offerings that meet todays dynamic needs and close the coverage gap.Our report suggests that shifting customer preferences may unlock opportunities for insurers to tackle emerging risks more efficiently.Today,more and more customers are willing to share their data and pay additional fees to gain personalized risk-control and prevention services.They are also amenable to new insurance models such as on-demand and parametric insurance that enable insurers to cover emerging risks more sustainably and profitably.When we studied these insurer opportunities,we found that the pace of product development and the pipeline of new offerings hasnt caught up with current-day realities.As we saw in WIR 2018,agility will be critical if insurers want to seize these opportunities.The need of the hour is disruptive innovation in the form of new or refactored products to address the new risk landscape.WIR 2019 found that while insurers are prepared to monitor risk and the customer landscape,many have yet to develop advanced risk-quantification and risk-control capabilities.A major roadblock is the lack of technology infrastructure capable of supporting real-time competencies.Tools and techniques that help insurers to become more customer-centric,intelligent,and open will be critical enablers for building such skills.Relevancy and future success will require a more holistic risk management style with insurers continuing to act as payers that cover customers financial losses,but now also working as partners and preventers that help policyholders manage risk in their daily lives.A 3P partner,preventer,payer approach will boost customer engagement to levels on par with pacesetter industries and will expand insurer value propositions to drive long-term profitability.In an era when good customer experience has become table stakes,product innovation and experience design will become the true battleground.3PrefaceAnirban BoseFinancial Services Strategic Business Unit CEO&Group Executive Board Member,CapgeminiVincent BastidSecretary General,Efma4The evolving risk landscape creates demand for new personal and commercial lines of insurance Disruptive environmental patterns,technological advancements,evolving social and demographic trends,new medical and health concerns,and a shifting business environment are driving several prominent emerging risks that demand high-priority industry attention.Emerging risks may seriously affect customers lives,health,property,and business,which could drive up business interruption,liability,property damage,and life and health claims.Insurers must recognize the impact of emerging risks on customers and adapt offerings to better meet policyholder needs.Customers feel exposed to emerging risks due to a perceived coverage gap with existing insurance products Health and medical risks are a prime concern among individuals,while business customers report apprehension about risks prompted by dynamic business conditions.Both individual and business customers believe that cyber exposure is a leading threat.Customer confidence is weak,with less than a quarter of business customers and less than 15%of individual policyholders believing they are covered comprehensively against emerging risks.As customer needs evolve within todays fast-changing risk landscape,agility and speed to market will become even more critical,and insurer success may be contingent upon the ability to understand and align with policyholders requirements quickly.Insurers product pipelines are not aligned with customers growing concerns with emerging risks While customers demand more comprehensive emerging-risk coverage,insurers product pipelines are yet to reflect these new realities.Of insurers surveyed across business lines,50%or fewer acknowledged the impact of emerging risks in driving customer demand for new offerings,and fewer than 40%of life and health insurers had built a pipeline of new products to cover emerging risks comprehensively.Moreover,insurers have yet to fully tap into opportunities presented by changing customer preferences.While more than 55%of customers are ready to explore new insurance models,only 26%of insurers are exploring such models.Executive summary5Customers are increasingly willing to share data and pay extra for better risk prevention services Customers say they are open to sharing additional data with insurers and would pay fees for personalized risk-control and prevention services:37%of all customers are willing to share supplemental data and more than 55%of these customers are prepared to pay extra for risk-prevention services.Underscoring the importance of customer education is the positive correlation between customers awareness about risk and policy coverage,and their willingness to share data and pay more.Moreover,customer stickiness is heavily influenced by the availability of value-added,personalized,and flexible services,particularly for tech-savvy individuals and large businesses.Value-added risk-prevention services and new business models offer insurers an opportunity for innovation and profit when supported by critical capabilities With policyholders ready to adopt new insurance models(globally,41%of customers would consider usage-based insurance and 37%would explore on-demand coverage),these new models can help insurers cover risks profitably and sustainably.Firms must ramp up capabilities in continuous risk assessment,risk control and prevention,and accurate risk quantification to achieve this enhanced product and experience design to effectively manage the evolving risk scenario.Insurers will be empowered to grow these capabilities and develop success pillars for a dynamic risk environment by building a deep customer focus,intelligent risk-assessment systems,and seamless integration with other ecosystem players.Insurers will need to reimagine their business and operating models to align with customer perspectives in order to harness the power of technology to build agility and speed.A synergistic approach to developing capabilities and tools will help insurers navigate emerging risks and meet customer expectations.Future insurers will act as a partner by becoming more involved in customers daily lives,and as a preventer by providing risk-control advice,all while continuing to be a payer that covers potential loss The rapidly-evolving risk landscape is driving insurers to assume a partner role to help customers understand their risks better while also taking on a preventer role to foresee and mitigate risks.The long-held payer role will remain relevant.The definition of insurer-customer relationships will change as insurers assume a more significant presence in their customers daily lives.By expanding their role to partner and preventer,insurers can achieve the golden mean between growth,customer-centricity,and profitability.World Insurance Report 2019The evolving risk landscape creates demand for new personal and commercial lines of insuranceChanging business environmentFinancial,regulatory,and monetary policy risks continue to loom over the industry and,along with geopolitical risks and increasing protectionism,pose a potent threat to steady operations.The emergence of tech-based firms and new business models also creates risks that cant be overlooked.Figure 1.Macro trends driving the risk landscape evolutionSource:Capgemini Financial Services Analysis,2019.Disruptive environmental patternsConcerns about the increasing frequency and severity of cyclones and wildfires,scarcity of natural resources,and increase in micro pollutants(including plastics)are growing.Technological advancementsThe advent of the latest technology,such as artificial intelligence,connected devices,and nanotechnology has not only exposed humans to risks related to data security,but is also altering the very nature of risk itself.Evolving social and demographic trendsThe lifestyles of different demographics vary widely and keep evolving.Society is also changing rapidly,with growing inequality,a weakening social fabric,and a shift in demographics(for example,the silver tsunami and an increasingly tech-savvy population).New medical and health concernsRising healthcare costs are a major concern.Other aspects that contribute to this bigger trend include increasing resistance to antibiotics,new viral threats,and escalating lifestyle-related issues.Rapidly evolving environmental,technological,social,and business factors are transforming the risk landscape for the insurance industry and its customers.These issues are either sparking new risks or driving changes in the very nature of existing risks faced by the industry.Risk landscape evolution drivers may be classified broadly into five macro trends disruptive environmental patterns,technological advancements,evolving social and demographic trends,new medical and health concerns,and the changing business environment(Figure 1).As a result of these trends,high-impact new risks are emerging that may significantly affect policyholders while pressuring insurers and prompting industry action(Figure 2).6World Insurance Report 2019Figure 2.Emerging risks grab the attention of the insurance industrySource:Capgemini Financial Services Analysis,2019;SONAR 2018&2017,Swiss Re;Emerging Risk Survey,AXA;The Global Risks Report 2018,World Economic Forum.Changing business environmentNew medical and health concerns New business models Regulatory risks Debt bubble Digital currencies Geopolitical risks and protectionismDisruptive environmental patternsRapid rise in healthcare costsMicrobial drug resistanceRising chronic diseasesLifestyle-induced risksBehavioral health concernsInfectious diseasesRising frequency of natural catastrophesDepletion of natural resourcesRenewable energy risksEnvironmental liabilityMicro pollutants and toxic chemicalsEvolving social and demographic trendsTechnological advancementsCyber risksAutomation altering the risk landscapeAmbiguities related to use of artificial intelligenceNanotechnologys potential toxicityIncreasing adoption of dronesLongevity and related risks,silver tsunamiEvolving consumer behaviorsChanging employment patternsUrbanization and mass migrationDisruptive environmental patternsImpact on CustomersImpact on InsurersIncrease in property(especially home owners),NatCat,life,health,liability,and business interruption claims leading to underwriting losses,further exacerbated by global interdependenceRising frequency of natural catastrophesFor individuals:Adverse risks to health,life,and propertyFor businesses:Productivity losses and business interruption due to damage to property and resourcesIncreased business interruption,liability,life,health,and property claimsFor individuals:Impact on life,health,and property due to inflation and civil unrestFor businesses:Increased production costs,loss of profits,and even threat to continuance,with the loss impact depending on the nature of the businessDepletion of natural resourcesRise of new risks,with increasing complexity of renewable energy infrastructure,that might be difficult to gauge due to lack of relevant dataFor individuals and businesses:Increased energy expenses due to the high costs of setting up infrastructureRenewable energy risksAn increase in health,life,liability,and product pollution liability claims,pushing up costsFor individuals:Adverse risks to health and lifeFor businesses:Increased liability charges as well as loss of productivityMicro pollutants and toxic chemicalsAn increase in costly liability claimsNeed to constantly monitor environ-mental regulations and redefine policies accordinglyFor businesses:Increase in compliance and clean-up costs as well as reputational and environ-mental liability risk exposuresEnvironmental liability7Impact on CustomersImpact on InsurersTechnological advancementsIncrease in cyber claims for commercial insurersNeed for development of sophisticat-ed cyber risk assessment tools that can accurately quantify cyber risk exposureFor businesses:Rise in cybersecurity spending due to increased data exposures as well as increase in frequency and severity of cyberattacksCyber risksIntensification of severity of accidents or malfunctioning due to sophisticated nature of equipment involved,resulting in costly claimsFor individuals and businesses:Higher value of properties,with use of sophisticated machinery,requiring better financial loss protection;exposure from new risks arising from device malfunctioning and hackingAutomation altering risk landscapeIncreased liability claims and more severe claims pertaining to AI systems damageFor individuals:Risks to lives,health,and property such as risks from malfunction of smart devicesFor businesses:Increased liability exposures due to opaqueness and increased susceptibility to the biases of complex AI algorithmsAmbiguities related to use of artificial intelligence Significant unforeseen losses due to nanomaterials acting as a latent hazardFor individuals:Potential adverse health risks,with the extent of toxicity uncertainFor businesses:Exposure to liability,reputational,and business interruption risksNano-technologys potential toxicityVulnerability to costly claims due to privacy violations,property damage,liability claims,cyber-attacks,war perils,etc.For individuals:Escalation of privacy breach risk exposure as well as collision and property damage riskFor businesses:Increased costs of compliance,escalated by rapidly changing regulatory environmentIncreasing adoption of dronesEvolving social and demographic trendsImpact on CustomersImpact on InsurersLongevity leading to higher claims in long term care and health insurance while being beneficial for life insurers May face the need to review annuity products as well as meet the demands for customized offerings