Consumers crave personalization from their insurance providers and are willing to switch companies to get it. New competitors, including digital giants, are rushing to fill the gap. To retain customers and deliver personalized services, insurers have to better understand their customers’ actions and behaviors, and use this knowledge to provide more frequent and high-value interactions. But most home, auto and life insurance providers are missing the opportunity. Many struggle to truly know more than basic details about their customers. Learn more at http://www.accenture.com/personalizedinsurance

1. Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Satisfy the Craving for
Insurance Personalization:
Delivering highly relevant, omni-channel
customer experiences

2. 2Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
For today’s digital
customers, everything is
personal. But so far,
insurance companies aren’t
picking up the hint.

3. 3Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
And only 22% have launched
personalized, real-time digital or
mobile services.
Many are still struggling to know
their customers’ habits and
lifestyles.
22%

4. 4Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Contrast that with how willing
customers are to share their
personal information.
77%
In fact, 77% are willing to provide usage and behavior
data in exchange for lower premiums, quicker claims
settlement or insurance coverage recommendations.

5. 5Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
So what can insurance
companies do to close the gap?
Move beyond transactions
to relationships.
Key steps include the following…

6. 6Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Use analytics to create an actionable
customer segmentation strategy and
propensity models based on
demographics, life stage, needs and
behavior.
1
HOW INSURANCE COMPANIES CAN DELIVER
A PERSONALIZED CUSTOMER EXPERIENCE

7. 7Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Build relationships with new partners
and join ecosystems to deliver services
that go beyond insurance.
2
HOW INSURANCE COMPANIES CAN DELIVER
A PERSONALIZED CUSTOMER EXPERIENCE

8. 8Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
And create a continuous loop of
customer interactions that provide
protection and services for their
everyday needs.
3
HOW INSURANCE COMPANIES CAN DELIVER
A PERSONALIZED CUSTOMER EXPERIENCE

9. 9Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
LEARN MOREabout how insurance companies can get
closer to their customers with our full
report:
Satisfy the Craving
for Insurance Personalization:
Delivering highly relevant, omni-channel customer experiences