Insurance sector needs 'reinvention' according to customer survey

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Capgemini's latest World Insurance Report found a decline in customer satisfaction from customers, particularly from those members of Generation Y. In North America, the percentage of customers with a positive experience from their dealings with insurers dropped 8.3% to 39.7% compared to 47.9% the previous year and Latin America fell 5.3% to 28.7% from 30%. In Europe, the figure stood at 30% compared to 33.4%. Jean Lassignardie, global head of financial services, sales and marketing at Capgem