sigma 6/2017: Life in-force management: improving customer experience and long-term profitability

For long-term sustainability, life insurers need to maintain a strong connection with their consumers. Increasingly, insurers are focusing on improving relations with existing policyholders by steering customers toward high-value products, increasing persistency and improving claims management. This increased focus on existing rather than new business is about enhancing long-run profitability. Insurers can improve profits on in-force life books by judicious asset management, optimal capital allocation and reduced operating costs. These actions can reduce the cost of providing insurance and hence increase sales with lower prices.

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