Source: Capgemini / Efma [download page]
Notes: Despite a general rise in insurance customer experience indices around the world in 2015, insurers are failing to meet the expectations of their younger customers, per a Capgemini report. Indeed, Gen Y (18-34) customers were far less likely than those 35 and older to report a positive experience with their insurer (33.9% vs. 55.4%), and the age gap in positive experience was evident across traditional and digital channels. (more…)