Publications

  • Customer Behavior and Loyalty in Insurance: Global Edition 2016

    September 14, 2016 | Bain Brief

    Current digital tools are creating opportunities in customer loyalty beyond basic coverage.

  • Nearly half of insurers worldwide say they lack an achievable plan to carry out a successful digital transformation

    July 15, 2015 | Financial Services | Press release

    New York – July 15, 2015 – It might as well be the beginning of the millennium for the global retail insurance industry, which trails far behind other industry sectors– retail, media and retail banking – when it comes to adopting digital tools and business models.

  • Catching Up

    February 01, 2015 | Best's Review

    Often, it's not clear to insurance executives exactly where to start making investments in, and organizing for, digital innovation. Based on the early results from digital initiatives, combined with lessons from other industries, we have identified four questions that can anchor a balanced,

  • Customer Loyalty in P&C Insurance: US Edition 2014

    June 18, 2014 | Bain Brief

    Bain’s new survey of nearly 26,500 US consumers shows that it’s very difficult for a carrier to excel in both acquisition and retention. The survey serves as a guide to raising performance in both endeavors by earning customers’ loyalty. And loyalty, in turn, serves to create better economics:

  • Handle with care

    June 01, 2014 | Best's Review

    Carriers should focus on delighting customers, upgrading to smarter digital technologies, fine-tuning the adjustment process for efficiency and accuracy of payouts and using specialists selectively.

  • Fantastic Claims

    April 16, 2014 | Insurance | Bain Brief

    Claims handling is a key moment of truth that can turn customers into promoters or detractors of a P&C insurer. Superior claims management thus offers a means of competitive differentiation, whether through faster payout, easier filing through digital channels or higher-quality interactions between

  • Why it pays for P&C insurers to earn their customers' intense loyalty

    August 28, 2013 | Financial Services | Bain Brief

    Retaining and attracting good customers has become critical to reigniting profitable growth in P&C insurance. Customers who are promoters of their insurer stay longer, recommend the company to friends and family and usually cost less to serve. But where should insurers invest to raise loyalty? The

  • Supercharged P&C

    April 05, 2013 | Insurance | Latam Insurance Review

    High-performing property and casualty insurers are using advanced analytics to improve decisions in five areas.

  • Rewriting the rules for insurers

    June 13, 2012 | Financial Services | Forbes.com

    Europe's Solvency II will tighten capital requirements for insurers, impose tough rules for identifying and monitoring risk, and set strict disclosure guidelines.