保險產業的DTC (Direct to Consumer) - 各主題分析

由於數位化形成客戶的態度和購買行動，被保險公司必須再次考慮流通模式，直接著重流通管道。產物保險和人壽保險，價格和評價都是客戶的決策流程的中心。現有的參與者有直銷的最大市場佔有率，不過，新加入企業直接著重流通管道，更好避免與客戶的摩擦。這有助於個性化品牌。大部分的保險公司與仲介業者有很強的關聯，不過，取決於提高利潤的前景，產生對直接流通管道投資的持續動機。

本報告提供保險產業的DTC (Direct to Consumer) 調查分析，保險產業的演進相關的系統性資訊。

目錄

• 參與者
• 題目概要
• 直接流通管道和間接流通管道的差異
• 直接流通管道的啟用
• 直接流通管道的促進因素
• 趨勢
• 技術趨勢
• 產業趨勢
• 宏觀經濟趨勢
• 法規趨勢
• 產業分析
• 競爭分析
• 時間軸
• 價值鏈
• 產品開發
• 行銷和流通
• 承擔和風險分析
• 索賠管理
• 客戶服務
• 企業SECTION
• 公開企業
• 非公開企業
• 詞彙表
• 參考文件
• 附錄:調查手法

As digitization continues to shape customers' attitudes and purchasing behaviors, insurers are being forced to rethink their distribution models and put a greater focus on the direct channel. For both non-life and life products, price and reputation are at the heart of the customer decision-making process. Established players have the largest market shares for direct sales, but new entrants have focused their efforts on the direct channel and have excelled at removing friction from the customer journey. This is helping them differentiate their brands. Most insurers continue to hold strong ties with intermediaries, but the prospect of improved margins will incentivize them to continue investing in the direct channel.

This report explores how the insurance industry has evolved from selling products almost solely via brokers and other intermediaries to more direct methods as consumers become increasingly connected. It highlights which business lines have been most commoditized, rendering them more suitable for direct and unadvised sales. It explores how insurers are changing their communication strategies in a bid to improve customer engagement and retention. The report also reveals which mediums and technologies have the potential to generate further opportunities to engage with customers and improve brand awareness.

Scope

• The direct channel is experiencing the fastest growth with both non-life and life products, although it is still more prominent for the former.
• Direct sales are also better established within personal lines than commercial products, as consumers' willingness to pay for financial advice dissipates and online media facilitates direct interaction.
• As the direct channel grows, insurers are putting a greater focus on the user experience and overall customer journey. Insurers are increasingly present across different media, including social media and messaging apps.

Reasons to Buy

• Examine the size of the direct channel across selected key countries.
• Understand the key factors contributing to the rapid growth of the direct channel.
• Learn what insurance companies are doing to successfully communicate and engage with customers
• Improve the customer journey and brand loyalty by understanding what matters to consumers.
• Discover which are the most selected providers in the direct channel by non-life and life product lines (UK only).

Table of Contents

• Players
• Thematic briefing
• What's the difference between the direct and indirect channels?
• Enablers of the direct channel
• What's driving the direct channel?
• Trends
• Technology trends
• Industry trends
• Macroeconomic trends
• Regulatory trends
• Industry analysis
• Competitive analysis
• Timeline
• Value chain
• Product development
• Marketing and distribution
• Underwriting and risk profiling
• Claims management
• Customer service
• Companies section
• Public companies
• Private companies
• Glossary
• Further reading
• Appendix: Our thematic research methodology