Ey - Digital Survey Insurance

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The insurance industry has high digital ambitions but is failing to take action and embrace the digital world due to a lack of investment and strategy. Even the easy quick wins in technology are being overlooked by players, according to Ernst & Young survey Insurance in a digital world: The time is now. October 1, 2013

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<ul><li><p>Insurance in a digital world: the time is nowEY Global Insurance Digital Survey 2013</p></li><li><p>2 Insurance in a digital world: the time is now EY Global Insurance Digital Survey 2013</p><p>Insurance in a digital world: the time is now</p><p>Contents </p><p> Executive summary 4</p><p>01 Gmjf\af_k2_dgZYdgn]jna]og^c]ql`]e]k 802 @gok`gmd\afkmj]jkj]khgf\7 28 03 @go=QYkkaklk[da]flk\a_alYdZmkaf]kk\]n]dghe]fl 36 ;gf[dmkagf 41</p><p>04 Gmjf\af_k2j]_agfYd`a_`da_`lk 44</p><p> ;gflY[lk 56</p><p>L`akakl`]l`aj\afYk]ja]kg^=Q[mklge]j%^g[mk]\klm\a]kYf\l`gm_`ld]Y\]jk`ah&amp;&gt;gddgoaf_gmj*()*?dgZYd;gfkme]jAfkmjYf[]Kmjn]q$Voice of the customer: time for insurers to rethink their relationships$o]dYmf[`]\The journey toward greater customer centricitylg]phdgj]o`Ylafkmj]jkemkl\glgZ][ge]egj][mklge]j%[]flja[&amp;:gl`j]hgjlk`a_`da_`l\a_alYdkc]qjgd]afe]]laf_[gfkme]j]ph][lYlagfk$khmjjaf_l`akj]k]Yj[`lgf\gmla^l`]afkmjYf[]k][lgjakjYakaf_alk\a_alYd_Ye]Yf\`go&amp;</p><p>Gmj\]falagfg^\a_alYd2Yf]fYZd]j$Yko]ddYkY distribution channel Gmjk[gh]]pl]f\kZ]qgf\gfdaf]\akljaZmlagf[`Yff]dklgYoa\]jYf_]g^\a_alYdl][`fgdg_a]k2egZad] keYjlh`gf]k$lYZd]lkYf\Yhhk!3kg[aYde]\aY3[dgm\[gehmlaf_3YfYdqla[klgeaf]Zmkaf]kk\YlYYf\lmjfalaflgY[lagfYZd]afka_`lk3Yf\\a_alYdhdYl^gjeklgafl]jY[lYf\k`Yj]af^gjeYlagfYegf_afkmj]j$Y_]flYf\[gfkme]j&amp;L`]k]l][`fgdg_a]k[YfZ]Yhhda]\Y[jgkkl`]]flaj]afkmjYf[]nYdm][`Yaf$^jge]f_Y_af_Yf\afl]jY[laf_oal`[mklge]jkYf\\akljaZmlgjklgkYd]kYf\eYjc]laf_$k]jna[]^mddde]fl mf\]jojalaf_Yf\hYqe]fl!Yf\j]afn]kle]fl&amp;</p><p>;Yk]klm\a]kYhh]Yjl`jgm_`gmll`]j]hgjllg\]egfkljYl]l`]mk]g^\a_alYdYhhda[YlagfkafYnYja]lqg^af\mklja]k&amp;L`]q]p]ehda^q`go\a_alYdakZ]af_Yhhda]\lgaehjgn]l`][mklge]j]ph]ja]f[]&amp;</p><p>Overview</p></li><li><p>1Insurance in a digital world: the time is now EY Global Insurance Digital Survey 2013</p><p>Introduction</p><p>Insurance in a digital world: the time is now</p><p>AfkmjYf[][gehYfa]k^Y[][gfa[laf_[`Ydd]f_]k&amp;L`]qemkl[gfl]f\oal`[gflafmaf_afklYZadalqaffYf[aYdeYjc]lk$dgoafl]j]kljYl]k$af[j]Ykaf_Y[imakalagf[gklk$[`Yf_af_j]_mdYlagfYf\[YlYkljgh`a[dgkk]k^jgegf_gaf_fYlmjYd\akYkl]jk&amp;Q]ll`]_dgZYdafkmjYf[]eYjc]lk`gokmfhj][]\]fl]\_jgol`hgl]flaYd$o`]l`]jalakl`]karYZd]_dgZYdhghmdYlagfegnaf_aflgj]laj]e]floal`_j]Yl]jda^]]ph][lYf[qYf\`]Ydl`hjgl][lagff]]\kgjl`]eYkkan]]e]j_af_eYjc]lkg^Kgml`9e]ja[Y$9kaYYf\9^ja[Y\]eYf\af_l`]^mddkmal]g^afkmjYf[]hjg\m[lk&amp;:mll`]lgm_`]kl[`Ydd]f_]^Y[]\Zql`]afkmjYf[]k][lgjakl`]gf]l`YlakljYfk^gjeaf_[gfkme]jZ]`YnagjYf\Zmkaf]kkeg\]dk\a_alYdl][`fgdg_q&amp;</p></li><li><p>2 AfkmjYf[]afY\a_alYdogjd\2l`]lae]akfgoEY Global Insurance Digital Survey 2013</p><p>gj]pYehd]$o`ad]gmjhjaeYjq^g[mkaf=mjgh]akl`]MC$&gt;jYf[]Yf\KhYaf$o]j][]an]\Y\\alagfYd[gfljaZmlagfk&amp;L`]lYZd]Z]dgok`gokl`]fYddaklg^[gmflja]kaf[dm\]\afl`]k[gh]g^gmjkmjn]q&amp;</p><p>?an]fl`]oa\]khj]Y\g^[gehYfa]k$o]Yae]\lgo]a_`lj]khgfk]klghjgna\]YZYdYf[]g^na]ok^jgeY\an]jk]eapg^afkmj]jk&amp;Kh][a[Yddq$]Y[`j]khgfk]oYk_an]fYf]imYdo]a_`laf_Yll`]fYlagfYdd]n]dZq[gehYfq&amp;AfkalmYlagfko`]j]l`]j]o]j]emdlahd]j]khgf\]flk^jgegf][gehYfqafY[gmfljq$l`]j]khgfk]k^gjl`Yl[gehYfqo]j]Yn]jY_]\&amp;Lg]pljYhgdYl]j]_agfYdna]ok^jge[gmfljqj]kmdlk$l`]_jgkkojall]fhj]eame ?OH!g^afkmjYf[]Zmkaf]kkYf\l`]hmj[`Ykaf_hgo]jhYjalq HHH!g^[gmflja]ko]j]mk]\lgo]a_`ll`][gmfljqj]khgfk]k&amp;)</p><p>EY Global Insurance Digital Survey</p><p>Research approach and methodology</p><p>) ?OH\YlY^gj]Y[`[gmfljqoYkgZlYaf]\^jgeKoakkJ]Ka_eYj]hgjl Fg+'*()*!^gjZgl`da^]Yf\fgf%da^]Zmkaf]kk&amp;L`]HHHg^]Y[`[gmfljqoYkgZlYaf]\^jgel`]G=;</p></li><li><p>4 AfkmjYf[]afY\a_alYdogjd\2l`]lae]akfgoEY Global Insurance Digital Survey 2013</p><p>C]qf\af_kExecutive summary </p><p>F]o\a_alYdl][`fgdg_a]kYj]ajj]ng[YZdq[`Yf_af_l`]oYq[gfkme]jk]f_Y_]Yf\afl]jY[loal`afkmj]jk&amp;LjY\alagfYdgh]jYlaf_kljm[lmj]kYj]Z]af_\akjmhl]\$\janaf_afkmjYf[]]p][mlan]klgj]Ykk]kkl`]ajZmkaf]kkeg\]d&amp;Alaklae]^gjafkmj]jklgj]%]nYdmYl]l`]aj^mlmj]\aj][lagfYf\eYc]l`]\a_alYdY_]f\YY`a_`hjagjalq&amp;;gfka\]jl`]^gddgoaf_[jala[Ydim]klagfk2`go\gqgmeYfY_]gjgh]jYlagfYdar]qgmj\a_alYdkljYl]_q3`go\gqgm]klYZdak`YZYdYf[]Z]lo]]fhadglhjgb][lkYf\]phdgjYlgjqafalaYlan]kn]jkmkegj]ljYfk^gjeYlagfYd[`Yf_]3lgo`Yl]pl]flakqgmj\a_alYdhjg_jYe\jan]fZqghhgjlmfalqj]YdarYlagfn]jkmkjakcYf\j]hmlYlagf3Yf\`go\gqgmklj]f_l`]fl`]hYjlf]jk`ahZ]lo]]fl`];AGYf\;EG lg`]dh[j]Yl]Y[geh]ddaf_Zmkaf]kk[Yk]^gj[`Yf_]l`Yl[gfnaf[]kl`];&gt;G7</p><p>O`ad]l`]eYbgjalqg^afkmj]jkZ]da]n]afl`]aehgjlYf[]g^\a_alYdarYlagflg\]dan]jl`][mklge]j]ph]ja]f[]$eYfq]phj]kk[gf[]jfl`Yll`]qoaddZ]d]^lZ]`af\Ykk`gjl]j%l]je[gjhgjYl]hjagjala]kda]]dk]o`]j]&amp;L`akkmjn]qoYk[gf\m[l]\lg\]l]jeaf]o`]j]afkmjYf[][gehYfa]kYj]fgo$l`]ajYhhjgY[`lg\a_alYdkljYl]_qYf\]p][mlagf$l`]ajYeZalagfk^gj^mlmj]\a_alYdeYlmjalqYf\l`]ajna]okgfo`Yl_]lkafl`]oYq&amp;</p><p>Gmjc]qf\af_k</p><p> 1 Afkmj]jkY[cfgod]\_]l`]aj[mjj]fldgod]n]dkg^\a_alYdeYlmjalqYf\l`]f]]\lglYc]Y[lagf&amp;Afkmj]jkljYadl`]]flaj]\a_alYdkh][ljme2[mklge]j]f_Y_]e]fl$mk]g^YfYdqla[kYf\Y\ghlagfg^egZad]Yf\kg[aYde]\aY&amp;9degkl0(g^j]khgf\]flk\gfglk]]l`]ek]dn]kYk\a_alYdd]Y\]jk$Z]da]naf_afkl]Y\l`]qgfdqhdYql`]\a_alYd_Ye]gjYj]kladdd]Yjfaf_lgmk]\a_alYd[YhYZadala]k^gjY[geh]lalan]Y\nYflY_]&amp;</p><p>2 ;gehYfa]k` Yn]` a_`\a_alYdYeZalagfkZmlYj]l`]q_jgmf\]\afj]Ydalq7 Afkmj]jkYkhaj]lg^ mlmj]\a_alYdd]Y\]jk`ah3` go]n]j$YllYafaf_l`]aj_gYdkoaddj]imaj]ka_fa[YflYf\jYha\aehjgn]e]fllg[dgk]l`][mjj]fl_Yh&amp;:ql`]ajgofY\eakkagf$egj]l`Yflog%l`aj\k^]]dl`]q` Yn]\]dan]j]\kge]]Ykqima[coafk$Zmll`]q` Yn]fgleY\]ljYfk^gjeYlagfYdhjg_j]kklgj]Ydar]l`]ajYeZalagmk\a_alYdgZb][lan]k&amp;</p><p>3 Afkmj]jkYj]` gd\af_l`]ek]dn]kZY[c&amp; Afl]jfYd^ Y[lgjkd]_Y[ql][`fgdg_q$kdgohY[]g^\]dan]jqYf\[mdlmj][gfkljYaflkfgll`]]pl]jfYdeYjc]l$Yj]` af\]jaf_hjg_j]kk&amp;&gt;g[mkaf_gfc]q]fYZd]jkkm[`Yk[mdlmj]Yf\affgnYlagfoaddj]d]Yk]ka_fa[Yfl^ mlmj]nYdm]Yf\]fYZd][gehYfa]klgZ]ll]j_jYkh\a_alYdZmkaf]kkghhgjlmfala]kYkl`]qYjak]&amp;</p></li><li><p>5AfkmjYf[]afY\a_alYdogjd\2l`]lae]akfgoEY Global Insurance Digital Survey 2013</p><p>Executive summary </p><p>L`akj]hgjl]phdgj]kl`]afkmjYf[]k][lgjk\a_alYd[YhYZadala]kYf\l`]^mlmj]\aj][lagfg^l`]\a_alYdY_]f\Y$ZYk]\gfgmj_dgZYdafkmjYf[]j]k]Yj[`&amp;Kmjn]qf\af_kYj][gehd]e]fl]\Zq]pYehd]kg^affgnYlan]Yhhda[Ylagfkg^\a_alYd^jgeafkmjYf[]Yf\gl`]jk][lgjk&amp;</p><p>4 AlkYddYZgmlj]l]flagfl`jgm_`aehjgn]\[mklge]j]ph]ja]f[]&amp; L`]logZa__]kl\jan]jkg^\a_alYdkljYl]_a]kYj]]fja[`af_l`][mklge]j]ph]ja]f[]Yf\j]_Yafaf_egj]\aj][l[gfljgdg^l`][mklge]jj]dYlagfk`ah^ YjY`]Y\g^YlljY[laf_hjgkh][lan][mklge]jkYf\af[j]Ykaf_kYd]k&amp;O`ad]l`][gklg^Y[imakalagf[gflafm]klgjak]$j]lYafaf_]paklaf_[mklge]jkakYfaf[j]Ykaf_f][]kkalqYf\k`gmd\Z]Y[jala[YdYf\e]YkmjYZd]Z]f]lg^Yfqaehjgn]e]flafl`][mklge]j]ph]ja]f[]$\a_alYddq]fYZd]\gjgl`]joak]&amp;</p><p>5 </p></li><li><p>AfkmjYf[]afY\a_alYdogjd\2l`]lae]akfgoEY Global Insurance Digital Survey 2013</p><p>Executive summary </p><p>()</p><p>6</p></li><li><p>AfkmjYf[]afY\a_alYdogjd\2l`]lae]akfgoEY Global Insurance Digital Survey 2013</p><p>Gmjf\af_k2_dgZYdgn]jna]og^c]ql`]e]k</p><p>Afkmj]jkYj][mjj]fldqdY__af_Z]`af\l`]\a_alYd[mjn]$Yf\[gf\alagfk^gj^mlmj]km[[]kkYj]fglq]lafhdY[]&amp;9kYj]kmdl$eYfqeYqkljm__d]lg\]dan]jgf[mklge]j]ph][lYlagfk3f]o]fljYflkYf\\a_alYddqd]Y\af_[geh]lalgjkoadddggclg]phdgall`ak^Yadaf_&amp;</p><p>Section 01</p><p>Gmjf\af_k2_dgZYdgn]jna]oof key themes</p><p>7</p></li><li><p>8 Insurance in a digital world: the time is now EY Global Insurance Digital Survey 2013</p><p>Afbmkllog\][Y\]k$\a_alYdl][`fgdg_q`YkljYfk^gje]\l`]ogjd\&amp;L`]j]Yj]YdegklYkeYfqegZad]kmZk[jahlagfkYkl`]j]Yj]h]ghd].&amp;0Zaddagf[gehYj]\oal`l`]_dgZYdhghmdYlagfg^/&amp;)ZaddagfYf\,(g^l`]ogjd\akgfdaf]&amp;* </p><p>Egj]gn]j$l`]qYj]ngjY[agmkf]oY\ghl]jk2allggc?gg_d]kapq]Yjklgj]Y[`-(eaddagfmk]jk$o`ad]alkkg[aYdf]logjcaf_kal]?gg_d]#f]]\]\bmkl00\Yqklgj]Y[`l`YlfmeZ]j&amp;+9k[gfkme]jkaf[j]Ykaf_dqk`a^l^jge[gehml]jklgkeYjlh`gf]kYf\lYZd]lk$l`]q[Yfj]k]Yj[`$[gehYj]hja[]kYf\ZmqYfqlae]$Yfqo`]j]&amp;L`]]YkqY[[]kkl`Yl9hhd]$?gg_d]Yf\9eYrgf\]dan]jako`Yl[gfkme]jkfgo]ph][l ^jge]n]jqgf]&amp;</p><p>Afgmjkmjn]q$o]]phdgj]\[gehYfa]kd]n]dg^\a_alYdj]Y\af]kkYf\Ykc]\l`]elgYkk]kkl`]aj[mjj]flklYl]g^\a_alYdeYlmjalqYf\lYj_]l^mlmj]klYl],Y[jgkkYj]Ykkm[`Yk\a_alYdkljYl]_qYf\d]Y\]jk`ah$aehd]e]flYlagfYf\[mklge]j]ph]ja]f[]&amp;@]j]Yj]gmjf\af_k&amp;</p><p>1 Afkmj]jkY[cfgod]\_]l`]aj[mjj]fldgo d]n]dkg^\a_alYdeYlmjalqYf\l`]f]]\ lglYc]Y[lagf&amp;AfkmjYf[][gehYfa]k egklfglYZdqda^]!ljYadl`]]flaj]\a_alYdkh][ljme$^jge[mklge]j]f_Y_]e]flYf\mk]g^YfYdqla[k$lgY\ghlagfg^egZad]Yf\kg[aYde]\aY&amp;O`ad]l`]fgf%da^]Zmkaf]kkakegj]Y\nYf[]\$hYjla[mdYjdqafYmlgYf\`ge]afkmjYf[]$\a_alYdY\ghlagfakkladdaf[gfkakl]floal`af_dgZYdgj_YfarYlagfk&amp;</p><p>* L`]ogjd\af*()+2A;L^Y[lkYf\_mj]k$Afl]jfYlagfYdL]d][geemfa[YlagfMfagf$&gt;]ZjmYjq*()+&amp;</p><p>+ ?gg_d]#MkY_]Kcqjg[c]lk$@alk-(EaddagfMk]jk7$H;eY_&amp;[geo]Zkal]$ooo&amp;h[eY_&amp;[ge'Yjla[d]*'($*0)/$*+1+.,($((&amp;Ykh$Y[[]kk]\.K]hl]eZ]j*()+&amp;</p><p>, =Qk</p></li><li><p>9Insurance in a digital world: the time is now EY Global Insurance Digital Survey 2013</p><p>Gmjf\af_k2_dgZYdgn]jna]og^c]ql`]e]k</p><p>Digital strategy and leadership</p><p>Do you see your organization as a digital leader in your industry?</p><p>Do you have a business case for digital and is your investment integrated into the nancial planning of the company?</p><p>Do you have a clear, well-executed implementation plan for your digital strategy?</p><p>Do you have the right operating model in place to deliver and run digital capabilities?</p><p>Has your digital strategy got support from senior management? Do they lead by example?</p><p>Customer experience</p><p>How does digital inform and support segmentation?</p><p>How do you use digital channels to attract prospective customers?</p><p>How do you manage and build brand loyalty through digital channels? </p><p>How do you reduce your cost to serve using digital channels?</p><p>How does digital support your Customer Value Management? (Including cross-sell, up-sell and retention efforts)</p><p>All average scores on scale 1-5</p><p>1 2 3 4 5</p><p>1 2 3 4 5</p><p>Exhibit 1: Current and target future state levels of digital maturity</p><p> Global current Global life current Global non-life current</p><p> Global target future Global life target future Global non-life target future</p></li><li><p>10 Insurance in a digital world: the time is now EY Global Insurance Digital Survey 2013</p><p>Gmjf\af_k2_dgZYdgn]jna]og^c]ql`]e]k</p><p>9eYbgjalqg^[gehYfa]k\gfgl^]]dl`]q`Yn]YfYhhjghjaYl]gh]jYlaf_eg\]d&amp;)*kYql`]ajgj_YfarYlagfYdkljm[lmj]^Y[adalYl]kl`]aj\a_alYdkljYl]_q$Zmlegj]l`Yf`Yd^dY[cl`]ja_`lgh]jYlaf_eg\]dlg\]dan]j\a_alYd[YhYZadala]k&amp;&gt;gj]pYehd]$gf]%imYjl]jkYq gmjgh]jYlaf_eg\]dakfgln]jq]paZd]lg[`Yf_]kafl`]\a_alYdkhY[]3gmjgj_YfarYlagfYdkljm[lmj]\g]kfgl^Y[adalYl]l`]]p][mlagfg^\a_alYdZmkaf]kkkljYl]_q&amp;9fgl`]jgf]%l`aj\Z]da]n]kl`]ajeg\]d\g]kfglj]Y[llgk`gjl%l]je[`Yf_]kZmloaddY\Yhlafl`]dgf_l]je&amp;Dggcaf_Y`]Y\$/0Yaelg`Yn]Yfgj_YfarYlagfYdkljm[lmj]lgkmhhgjll`]aj\a_alYdkljYl]_qoal`afl`j]]q]Yjk&amp;</p><p> 57% have operating models that do not facilitate digital.</p><p>Most respondents say their digital kljYl]_q`Ykkmhhgjl^jgel`]lghZmlY[lagfkkh]Ycdgm\]jl`Yfogj\k&amp; Over ,(g^afkmj]jk`Yn]kmhhgjl^jgek]fagjeYfY_]e]flYf\Y\a_alYdkhgfkgjoal`afl`]aj;%kmal]$Zmlegj]l`Yfgf]%l`aj\g^j]khgf\]flkZ]da]n]k]fagjeYfY_]e]flkmhhgjlakfglYdoYqkZY[c]\ZqY[lagfk$Zm\_]lkgjj]kgmj[]k&amp;;mjj]fldq$gfdq-kYql`]aj;%kmal]]p][kh]jkgfYddqd]Y\Zq]pYehd]Yf\af[gjhgjYl]\a_alYdhdYl^gjek Zdg_k$Loall]j$&gt;Y[]Zggc$]l[&amp;!aflgl`]ajY_]f\Y3`go]n]j$f]Yjdqgf]%l`aj\]fnakY_]km[`Y^mlmj]klYl]afl`j]]q]Yjk&amp;</p><p>L`]eYbgjalqg^afkmj]jkmk]\a_alYdYlYZYka[d]n]dlgkmhhgjl[mklge]jnYdm]eYfY_]e]fl&amp;Gfdq))mk]hj]\a[lan]eg\]daf_lga\]fla^qhjgkh][lk^gjlYj_]l]\$h]jkgfYdar]\]eYadeYjc]laf_[YehYa_fk$mk]gfdaf]hjg\m[l[gehYjakgflggdkgj]f[gmjY_]\]n]dghe]flg^Yfgfdaf][geemfalq&amp;9klYjldaf_01\gfgld]n]jY_]hYklafl]jY[lagfko`]fj][gee]f\af_hjg\m[lkgjk]jna[]klggfdaf][mklge]jk&amp;Bmkl)[mjj]fldqg^^]j</p><p>gfdaf]j]oYj\k$\ak[gmflk$Yhhkgjdan]o]Zkal]YkkaklYf[] ]&amp;_&amp;$najlmYdYkkaklYfl$[`Yl$[da[clg[Ydd!$Ydl`gm_`*/]ph][llghjgna\]l`]k]Z]f]lkafl`]^mlmj]&amp;</p><p> 89%dont consider past interactions when recommending products or services to online customers.</p><p>L`]j]akhggjYda_fe]fllgl`][mklge]j]ph]ja]f[]afhYjla[mdYj&amp;;mjj]flklYl]f\af_kj]n]YdYeYjc]\af[gfkakl]f[q&amp;Afkmj]jkYkk]kke]flg^l`]aj\a_alYdkljYl]_qYf\d]Y\]jk`ahak_]f]jYddq`a_`]jl`Yfl`]ajna]og^`go\a_alYdkmhhgjlkl`]aj[mklge]j]ph]ja]f[]3[d]Yjdql`]nYdm]g^l`]^gje]jakfglj]Y[`af_[mklge]jk&amp;L`ak^Yadmj]hgl]flaYddqd]Yn]kafkmj]jkgfl`]ka\]daf]kg^l`]k`a^llg\a_alYd$]phgk]\lgZgl`l`]dgkkg^]paklaf_[mklge]jkYf\Yk[Yj[alqg^f]ogf]k&amp;;gfk]im]fldq$l`]qklYf\lgeakkgmlgfl`][`Yf[]lgaehjgn][mklge]j]ph]ja]f[]Yf\j]l]flagfd]n]dkYlYj]dYlan]dqdgo[gkl&amp;</p><p>2 ;gehYfa]k`Yn]`a_`\a_alYdYeZalagfkZmlYj]l`]q_jgmf\]\afj]Ydalq7Afl`]ajl`j]]%q]YjhdYfk$afkmj]jkj]lmjfYfYn]jY_]g^+&amp;-mhlg,&amp;-gfl`]=Q</p></li><li><p>11Insurance in a digital world: the time is now EY Global Insurance Digital Survey 2013</p><p>Gmjf\af_k2_dgZYdgn]jna]og^c]ql`]e]k</p><p>Exhibit 2: Current and planned future spend on digital development</p><p>Expected increase in digital spend* </p><p>*Excluding Dont knows</p><p>18% 38% 23% 8% 15%</p><p>9% 17% 36% 21% 16%</p><p>7% 8% 22% 39% 24%</p><p>Global</p><p>Current spend on digital* </p><p>68% 23% 8% 0%</p><p>0%-10% 10%-20% 20%-30% 30%+ </p><p>0%-10% 10%-20% 20%-30% 30%+ </p><p>Global</p><p>69% 28% 4% 0%Global life</p><p>79% 11% 10% 0%Global non-life</p><p>84% 9% 7% 0%Europe</p><p>52% 43% 5% 0%Asia-Pacic</p><p>61% 30% 10% 0%Americas</p><p>Over 1 year</p><p>Over 3 years</p><p>Over 5 years</p><p>Over 1 year</p><p>Over 3 years</p><p>Over 5 years</p><p>Over 1 year</p><p>Over 3 years</p><p>Over 5 years</p><p>Over 1 year</p><p>Over 3 years</p><p>Over 5 years</p><p>28% 46% 0% 0% 27%</p><p>5% 29% 29% 9% 27%</p><p>5% 8% 17% 33% 37%</p><p>Europe</p><p>2% 34% 55% 2% 7%</p><p>0% 2% 55% 34% 9%</p><p>0% 2% 26% 60% 12%</p><p>Asia-Pacic</p><p>21% 31% 19% 19% 10%</p><p>19% 14% 31% 27% 10%</p><p>10% 11% 22% 36% 21%</p></li><li><p>12 AfkmjYf[]afY\a_alYdogjd\2l`]lae]akfgoEY Global Insurance Digital Survey 2013</p><p>Gmjf\af_k2_dgZYdgn]jna]og^c]ql`]e]k</p><p>)(*(jYf_] k]]=p a`Zal*!&amp;Af[gfljYkl$.0g ^da^ ]afkmj]jkkh]f\d]kkl`Yf)($oal `Ya`_`]jhjghgjlagf$*0$kh]f\af_)(*(&amp;L a`k</p><p>j]][lkl`][mjj]flklYl]g ^k][lgj[YhYZadalq$oal `l`]d]kkY\nYf[]\da^ ]k][lgj[mjj]fldqkh]f\af_egj]lgljYfk^gje&amp;</p><p>?dgZYddq$^ ]o[gehYfa]kafl]f\lgka_fa[Yfldqaf[j]Yk]l`]ajafn]kle]fl&amp;L`]eYbgjalq]ph][ll`]ajkh]f\lgaf[j]Yk]-)(gn]jl`]f]plq]Yj$)(*-afl`j]]q]YjkYf\*--(gn]jn]q]Yjk k]]=p a`Zal*!&amp;9kmjhjakaf_fmeZ]jg^j]khgf\]flk\gfglcfgo` goem[ `l`]qkh]f\$a`_ d`a_`laf_l`]\akhYjalqZ]lo]]fYeZalagf</p><p>Yf\\]dan]jq&amp;&gt;jgegmj]ph]ja]f[]oal `gl`]jk][lgjk$l`]egkl[geegfj]Ykgfl][`fgdg_a[YdljYfk^gjeYlagfhjgb][lk^ YadakZ][Ymk]g ^Y\ak[gff][lZ]lo]]fYeZalagfYf\d]n]dg^afn]kle]fl&amp;Oal `[gfkme]jaf\mklja]kjYha\dq]phYf\af_l`]aj\a_alYd[YhYZadala]k$alak[jala[Ydl`Yll`]afkmjYf[]k][lgjkhjgb][l]\kh]f\akj]Ydakla[Yf\[d]YjdqeYl[`]kalkYeZalagf&amp;</p><p> 67% implement digital as part of business-as- usual activity.</p><p>L`]hY[]Yf\klqd]g^\]dan]jqYj]fgl[gee]fkmjYl]oal`l`]k[Yd]g^ljYfk^gjeYlagfj]imaj]\&amp;Kge]./g ^afkmj]jkYj]aehd]e]flaf_\a_alYdYkhYjlg ^Zmkaf]kkYkmkmYdgjmkaf_hadglhjg_jYeklgl]klYf\d]Yjf&amp;Gfdqgf]%imYjl]j` Yn]afljg\m[]\af[mZYlgjmfalkgjkaf_d]\a_alYdhjg_jYek$Yf\]n]f^ ]o]j`Yn]mk]\F]o;ggh]jYlagfk Ydl`gm_ `fgf%da^ ][gehYfa]keYc]egj]mk]g ^l`]k]l][`faim]k!&amp;Afkmj]jkklqd]g ^\]dan]jq[gfljYklkk`Yjhdqoal`gl`]jaf\mklja]k&amp;9f=Qkmjn]qg ^l`]e]\aYYf\]fl]jlYafe]flaf\mkljqaf*()*^ gmf\l`YlYdegklgf]%l a`j\` Yn]Y[]fljYdnakagfYjql]Yegj\a_alYd[]fl]jg ^]p[]dd]f[]j]khgfkaZd]^ gj\a_alYdkljYl]_a]k&amp;9[]fljYd\a_alYdeakkagf[gfljgdYll`]` ]Yjlg ^YZmkaf]kk` ]dhkZj]Yc\gofkadgkYf\]fYZd]kYegj][gddYZgjYlan]YhhjgY[ `lgY[[]d]jYl]\a_alYdljYfk^gjeYlagf&amp;</p><p> 68% believe they have delivered some easy quick wins but not made transformational progress.</p><p>EYfqafkmj]jkj]Ydar]l`]qYj]^ Yddaf_k`gjlg^l`]ajYeZalagfk&amp;Egj]l`Yflog%l`aj\k`Yn]\]dan]j]\kge]]Ykqima[coafk$Zmlgfdq)([al]ljYfk^gjeYlagfYd[`Yf_]klg\a_alYd[YhYZadala]k&amp;Lgj]Ydar]l`]ajYeZalagmk\a_alYdgZb][lan]k$afkmj]jkf]]\Yo]dd%\]f]\Yf\Y[`a]nYZd]YeZalagf$eYl[`]\[dgk]dqoal`j]Ydakla[afn]kle]fl$Yf\Yka_fa[Yflaf[j]Yk]afl`]hY[]g^\]dan]jq&amp; </p><p>3 Afkmj]jkYj]` gd\af_l`]ek]dn]kZY[c&amp;Afkmj]jk^ Y[]eYfqafl]jfYdZYjja]jkYf\[`Ydd]f_]koal`j]kh][llg\a_alYd$Yf\eYfq` Yn]fglq]l^ jYe]\Y[geh]ddaf_[Yk]lgj]oaj]l`]ajZmkaf]kk]k&amp;L`akeYqZ]Yllj...</p></li></ul>