Percent of total

Key theme

Preferred interaction points for searching

Preferredinteraction points for purchase

Younger than 30

Influencing the connectedinsurance customer Milliennials

Interactions between insurers and individuals keep changing

The changing imperatives

BoomersOlder than 50

wants to interact with others

71% 58%

is omni-channel

is looking for advice

is open to new products and ideas

59% 54%59% 51% 49% 35%

The insurance customer of the future....

Expanded partnerships (home builder, airline, health care provider, car sharing company)

Data access and sharing across the ecosystem – from and to the insurer

Recombination of classical touch points (agent/community manager) with digital (Web app, mobile apps) and completely new (avatar, refrigerator app)

Product packages that cross traditional lines of business to connect customer goals – transition from coverage based to needs based

Individualized risk and premium calculation with flexible adjustments

End-to-end processes with high degree of automation

Networks

What to do

Ecosystem

Access pointsProducts

Risk

Processes

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“I know what I want and organize myself”

Web

All

Security oriented individualist

16%“I do not like insurers, make it cheap and stay away”

Web

All Web and telephone

Price-oriented minimalist

15%“I need personal advice”

All personal

All personal

Demanding support-seeker

15%“I take time to research to find the best”

All with tendency toward newer technologies

All with tendency toward newer technologies

Informed optimizer

15%“I trust my insurer and remain a loyal customer”

Tied agents and peers

Tied agents

Loyal quality-seeker

17%“I need advice but prefer to keep my distance”

Peers

All personal

Support-seeking skeptic

23%

Growth