World Life Insurance Report 2025

Life insurers today face declining penetration rates in mature markets. Many consumers are at best only mildly interested in traditional life insurance products, and the industry is struggling to meet new and more challenging life insurance customer experience expectations – with legacy technology being a major barrier to driving meaningful change.

Capgemini’s analysis shows that best-in-class insurers go beyond developing advanced capabilities – they effectively translate these into measurable business outcomes. They also consistently outperform mainstream insurers by achieving higher customer satisfaction, lowering operational costs and driving stronger revenue growth than the industry, demonstrating their ability to convert enhanced customer experiences into tangible business success.

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