Insurers must change customer experience to acquire new business By Charlotte Richards 12 th May 2021 12:01 am Insurers need to rethink their distribution models for a superior customer experience, maximum value and uninterrupted service, Capgemini and Efma’s World Insurance Report 2021 shows. In the wake of the Covid-19 pandemic, the world has become more insurance conscious, and the adoption of digital channels is one way for the insurance industry to catch up. According to this year’s report, more than 60% of insurance executives surveyed said that Covid has affected their firm’s customer acquisition efforts, and 40% cited an impact on customer retention.