Authors: David Potterton, Rachel Hunt, Robert Burbach

Market Overview
December, 2009  -  Doc # FIN221318
Number of Pages: 18
Number of Figures: 13

This IDC Financial Insights report goes through the current level of satisfaction across delivery channels for both insurers and their agents/brokers. The adoption of digital services continues to grow, and insurers recognize the need to invest in this channel. To adapt and compete in this economic environment, agents/brokers and insurers are looking for strategies to help them move forward effectively. From our survey results, we see the important role financial digital services play in streamlining processes, cost cutting, and improving customer service. While there continues to be room for improvement, digital services will be a critical element of competitive success for the insurance industry going forward. Technology continues to play a critical role in helping insurers connect with their customer base. This is especially evident in the interactions insurance carriers have with their agents and brokers as they continue to look for ways to enhance the client experience.

According to David Potterton, vice president, Global Research, IDC Financial Insights, "The future is on efficiency and cost containment while delivering effective customer service. Financial digital services allows both insurance carriers and their agents and brokers to deliver on that future to their end clients."

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Canadian Financial Advisory Service, European Insurance Advisory Service, Insurance Advisory Service

Europe, France, Germany, United Kingdom, North America, United States

Insights: Financial, Banking, Capital Markets, Insurance, Risk Management, Vertical Markets, Financial Services