• Industry: Financial Services, Insurance
  • Type: Benchmarking study
  • Date: 14/06/2013

The Valued Insurer Series

KPMG’s approach to helping insurers develop capacity for delivering an exceptional customer experience.

Valued Insurer: Leading the pursuit of sustainable growth 

In analysing the performance of insurance firms from the FT Global 500 over a 12 year period, KPMG has identified 12 life insurers and 14 non-life insurers who consistently outperformed their competitors.

The Valued Insurer distills four consistent attributes among these companies that contributed to their results. While one overarching characteristic is no great surprise – a consistent orientation or refocus by these firms around their end customer – these four key attributes merit careful contemplation.


Key insights

  • Focus: Best-in-class insurers articulate a clear strategy that reflects their vision and focuses on a long-term view of their customers’ needs.
  • Efficiency: Successful insurers embrace a culture of continuous improvement by investing  in scalable systems, processes and delivery channels to resolve legacy inefficiencies.
  • Agility: Top insurers supports an mind-set that characterises their people from the boardroom to the front line.
  • Trust: Top-performing insurers have built confidence and trust in the eyes of their customers, regulators, investors and the communities they serve.
  • Customer-orientation: Successful insurers place their customers at the heart of their business.

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KPMG’s Insurance group helps general insurance companies, health, life, reinsurance and broking arms of the industry make better business decisions.

Leading Insurance Insights

Unique insight and opinion on emerging customer trends and channel developments in the global insurance sector.