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 offering higher-value products, increasing persistency and improving claims management. This increased focus on existing rather than new business is about improving customers experience and enhancing long-run profitability. Profits on in-force life books can be improved by judicious asset management, optimal capital allocation and by reducing operating costs. Such actions can reduce the cost of providing cover and also lower prices for consumers.