【-】2025年财产和意外保险趋势2025.1_33页_1mb

Capgemini Financial Services Top Trends 2025: Property and Casualsy Insurance Summary

Capgemini's Top Trends 2025 report for Property and Casualty (P&C) Insurance identifies key strategies for insurers to adapt to market changes, focusing on customer experience, operational efficiency, and digital transformation. The trends span three broad themes: Customer First, Enterprise Management, and Intelligent Industry.

• Customer Centricity: Insurers are rebuilding customer journeys to maximize win rates, cross-sell, and retain policyholders by offering personalized experiences, leveraging AI for proposals, and enhancing engagement through seamless digital tools. This includes focusing on growing policies in force rather than re-underwriting existing ones.

• Underwriting Workbenches: Commercial insurers increasingly invest in advanced underwriting platforms to gain a competitive edge. These tools streamline risk assessment, automate processes, and improve accuracy, as seen with examples like Markel UK's partnership to reduce quote times and Munich Re's use for strategic selection.

• High-Speed Pricing: Insurers build capabilities for rapid recalibration of risk models using real-time data, telematics, and predictive analytics to keep pace with market changes, enabling personalized pricing and addressing profitability challenges.

• Optimized Operations: Cost reduction and efficiency are top priorities, with a shift to cloud-native architectures, automation through AI and RPA, and strategic outsourcing to lower operational costs while achieving scaled efficiencies.

• Broker and Agent Engagement: Enhancing loyalty involves digitizing tools for agents, simplifying experiences, and providing CRM with analytics to boost sales and customer service, as exemplified by digital portals in policy management.

• AI and Process Revolution: Generative AI is being adopted for automation across underwriting, claims, and customer service, reducing administrative burdens and improving decision-making, with pilots focused on governance and customer interactions.

• Strengthened Security: Cybersecurity investments protect against breaches, with advanced threat detection, cloud solutions, and compliance measures becoming critical due to regulations and rising attack risks.

• Data Utilization: Data estate renovations centralize and standardize data for real-time access across the value chain, enabling better risk management, personalized offerings, and entering new markets like cyber and parametric insurance.

• Niche Markets Innovation: Insurers explore emerging areas such as cyber, pet, and parametric insurance with growth potential, supported by partnerships and Gen AI to address evolving customer needs.

Overall, insurers must embrace digitalization, agility, and innovation to navigate challenges like softening demand, regulatory pressures, and intensified competition.

Key Insights

• Adoption Priorities: Trends like underwriting workbenches and high-speed pricing have medium-high impact in 2025, driven by inflation, geopolitical instability, and customer expectations.
• Business Opportunities: Focusing on customer retention, AI-driven efficiency, and niche innovations can improve profitability and market position.
• Recommendations: Start with structural changes in operating models and invest in Gen AI for transformative results.

For more details, contact Capgemini's research team.