Reportlinker Adds Channel Metrics: Trends in Consumer Distribution Channel Usage in Financial Services in Germany - Overview Report

Jan 07, 2010, 13:37 ET from Reportlinker

NEW YORK, Jan. 7 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Channel Metrics: Trends in Consumer Distribution Channel Usage in Financial Services in Germany - Overview Report

http://www.reportlinker.com/p0170785/Channel-Metrics-Trends-in-Consumer-Distribution-Channel-Usage-in-Financial-Services-in-Germany---Overview-Report.html

Channel Metrics is a series of 25 briefings and an overview report based on original consumer research with a total sample of 3,000 respondents investigating trends in consumer distribution channel usage in financial services in Germany. In addition to gathering data for overall take-up rates and annual churn rates across the various financial products and services considered, the research also yields results regarding the distribution interface and specific distribution channel used to purchase or take out the same financial services during 2008. Moreover, with a view to understanding how distribution dynamics are changing, this data is compared with the choices made by customers for each product in all years prior to 2008. In order to provide clear insights into the subject, this analysis of distribution interfaces and channels incorporates only the responses of consumers making an active choice of distribution channels during the period in question. Consumers making or intending to make an active choice are defined as those who switch provider for a given financial product or service during the time frame under review or those buying the product or service having not held it during the previous year, thereby excluding respondents who merely remain with the same provider. As such, the Channel Metrics series constitutes the most detailed and up-to-date guide to distribution trends in consumer financial services in Germany available on a published basis. Key questions addressed by the research include the following: - what is the rate of progress of the Internet as a distribution interface and online aggregators and price comparison providers as a specific distribution channel and how does this vary from product to product? - for which financial products and services does there appear to be a consistent requirement on the part of consumers for face-to-face interaction? - to what extent are private banks, savings banks and co-operative banks increasing their market share for insurance products that they distribute on an intermediated basis? - what impact are commercial partners such as loyalty schemes, the Post Office, supermarkets and other retailers having on the distribution systems used for consumer financial services? - what are the distribution trends for rarely researched niche financial products such as breakdown recovery insurance, car finance and leasing contracts, dental insurance, legal expenses insurance and long-term care insurance? Overall, the Channel Metrics series offers detailed and unique insights into current and future trends in distribution channel usage across 25 distinct financial products and services - with a dedicated briefing having been produced for each - as follows: motor insurance, breakdown recovery insurance, extended warranties (for cars), household insurance, protection life insurance, private health insurance, hospital cash insurance, dental insurance, personal accident insurance, funeral expenses insurance, work incapacity insurance, mortgages, personal loans / consumer finance, payment protection insurance, car finance and leasing contracts, credit cards, legal expenses insurance, personal liability insurance, travel insurance, savings accounts, savings bonds, investment life insurance, private pension insurance, supplementary pension insurance and long-term care insurance. Channel Metrics: Trends in Consumer Distribution Channel Usage in Financial Services in Germany is based on the results of an on-line survey of 3,000 consumers arranged by mo'web during November and December 2008.

TABLE OF CONTENTS

0.0 EXECUTIVE SUMMARY ................... 2

Research background and structure ....... 2

Take-up rates are highest for personal liability insurance, motor insurance and household

insurance .................. 2

Face-to-face transactions are clearly declining in importance as a distribution interface... ................. 2

... partly as a consequence of rising utilisation of the Internet for a majority of financial products ...... 3

More than a quarter of sales of funeral expenses insurance are initiated by inbound telephone

calls... . 3

... while the effectiveness of outbound telephone sales is increasing for a number of products ......... 3

Acquisition by post is growing for only around a half of the financial products considered .................. 3

In a majority of cases, there is an increasing trend away from direct sales in financial services... ..... 4

... albeit traditional insurance agents are the biggest losers as distribution systems evolve ............... 4

To differing extents, commercial organisations have made some progress as distribution

partners... ................. 5

... although the German Post Office has yet to realise its potential in the insurance sector... ............ 6

... and the entry of supermarkets into financial services remains at a relatively early stage ............... 6

Worksite marketing is hindered by an under-developed market for employee benefits in Germany .. 7

Distribution systems are gradually evolving in Germany although the dynamics are complex ............ 7

1.0 INTRODUCTION ......... 9

Research rationale 9

A number of motivating factors underpin the Channel Metrics report and series of briefings .............. 9

Research sample and mechanics ...... 12

Research methodology and structure ........ 14

Finaccord .............. 15

Channel Metrics briefings . 15

Other consumer research publications for Germany ............ 16

Affinity and partnership marketing publications for Germany ......... 16

mo'web .................. 17

2.0 CHANNEL COMPARISONS .......... 19

Introduction .......... 19

Overall customer take-up rates, 2008 ......... 21

Over two thirds of respondents possess personal liability insurance and motor insurance ............... 21

Brand new purchases, 2008 ............... 23

Personal accident insurance records the highest proportion of brand new sales in 2008 ................. 23

Switching rates - 2008 .... 25

Switching rates for motor insurance dwarf those for other financial services... .. 25

... whether measured in terms of all consumers or current customers ............... 27

Face-to-face environment ................... 29

Almost 80% of customers take out car finance contracts in a face-to-face environment ................... 29

Face-to-face transactions are declining in importance for all types of financial product ..................... 29

Internet .................. 31

In all but four cases, the Internet is increasing in importance as a distribution interface .................... 31

Inbound telephone ......... 33

Inbound telephone calls account for more than 20% of transactions in only one case... .................. 33

... although their importance is increasing for a majority of financial products ... 33

Outbound telephone ...... 35

Outbound telesales programs account for a share of transactions above 10% in four cases... ....... 35

... and their effectiveness appears to be increasing for a majority of financial services ..................... 35

Post .. 37

The post is used as a distribution interface across all financial products considered... ..................... 37

... but experiences increasing utilization for only around a half of those investigated .. 37

Generic distribution channels - 2008 and all previous years compared .............. 39

Direct sales ........... 39

The direct channel accounts for more than 60% of sales for five of the products reviewed.............. 39

... although seems to be declining in importance over time for a majority of financial services ........ 39

Financial intermediaries 41

In three cases, financial intermediaries account for more than half of the share of sales... .............. 41

Financial partners 43

Financial partners account for more than a third of sales in four instances ........ 43

Not-for-profit affinity groups ............... 45

Not-for-profit affinity groups constitute a viable channel for some financial services... 45

Non-financial commercial partners ... 47

Non-financial commercial partners are especially influential for certain financial services... ............. 47

... including financial products linked to car ownership and travel... ................... 47

The worksite ......... 49

Only a small percentage of sales of financial products are achieved through employers .................. 49

Specific distribution channels - 2008 and all previous years compared .............. 51

Financial intermediaries 51

Insurance agents ... 51

Insurance agents hold a high share across the spectrum of insurance products... ..... 51

Insurance, loan and mortgage brokers .. 53

Financial brokers account for at least 20% of all sales for five different products... ..... 53

... with their presence increasing for some products while declining for others .. 53

Online aggregators and price comparison providers ............ 55

Online brokers are becoming an important distribution channel for motor insurance... ..................... 55

Financial partners 57

Private banks (acting as direct providers and partners) .......57

Banks are the dominant provider of payment protection insurance... ................. 57

...and are gaining ground in several other areas .................. 57

Co-operative banks (acting as direct providers and partners) ....... 59

Co-operative banks are becoming more important as distributors of insurance products... ............. 59

... albeit they appear to be losing ground in their core banking markets ............. 59

Credit card companies (acting as partners) .... 61

Credit card companies hold a small distribution share for several financial services ... 61

Savings banks (acting as direct providers and partners) ...... 62

Savings banks are making progress as distributors of insurance products... .... 62

... with a strong performance visible in the case of funeral expenses insurance ......... 62

Not-for-profit affinity groups ............... 64

Automotive clubs .... 64

Automotive clubs can be used to distribute financial services linked to car ownership 64

Charities ................. 65

Charities constitute a minor distribution channel for financial services ................ 65

Professional and trade associations ...... 67

Professional and trade associations offer a broad array of financial services ..... 67

Trade unions .......... 68

Trade unions are most significant as distributors of funeral expenses and long-term care insurance68

Non-financial commercial partners ... 70

General automotive clubs . 70

General automotive clubs are effective distributors of several types of financial product .................. 70

Car dealers and manufacturers ............. 72

The automotive trade holds a distribution share of more than half for core financial services... ....... 72

... but is struggling to make an impact in the highly competitive motor insurance sector .................. 72

Football and other sports clubs .............. 73

Football and other sports clubs can offer no more than a niche distribution opportunity .................... 73

Loyalty programs ... 74

Loyalty schemes achieve a measurable distribution share in 2008 for nine products .. 74

Newspapers, magazines and other media entities ............... 76

Media affinities achieve the highest rates of utilisation in 2008 for savings bonds ....... 76

The Post Office ...... 78

Germany's Post Office has yet to realise its potential for distributing insurance products ................. 78

Supermarkets ......... 80

The impact of supermarkets in distribution of financial services remains very limited... .................... 80

... although there is some evidence to suggest that it may be growing .............. 80

Catalogue and other retailers ................. 82

Catalogue and other retailers offer a viable niche channel for a variety of financial services ............ 82

Utilities .................... 84

Utilities occasionally collaborate with insurers for direct marketing programs ..... 84

Sector-specific distribution channels ...... 85

Airlines and travel companies are reasonably significant distributors of travel insurance .................. 85

Estate agents occupy a peripheral position as distributors in the market for mortgages ................... 85

3.0 PRODUCT ANALYSIS .................... 88

Introduction .......... 88

Motor insurance ... 90

Switching rates and brand new sales - 2008 .................... 90

Distribution interfaces - 2008 and all previous buyers compared ............... 91

Distribution channels - 2008 and all previous buyers compared ................. 94

Overview ................ 94

Detailed analysis .... 97

Breakdown recovery insurance ......... 99

Switching rates and brand new sales - 2008 .................... 99

Distribution interfaces - 2008 and all previous buyers compared ............ 100

Distribution channels - 2008 and all previous buyers compared .............. 103

Overview ............. 103

Detailed analysis . 106

Extended warranties for cars .......... 108

Switching rates and brand new sales - 2008 ................. 108

Distribution interfaces - 2008 and all previous buyers compared ............ 109

Distribution channels - 2008 and all previous buyers compared .............. 112

Overview ............. 112

Detailed analysis . 115

Household insurance .. 116

Switching rates and brand new sales - 2008 ................. 116

Distribution interfaces - 2008 and all previous buyers compared ............ 117

Distribution channels - 2008 and all previous buyers compared .............. 120

Overview ............. 120

Detailed analysis . 123

Legal expenses insurance ............... 125

Switching rates and brand new sales - 2008 ................. 116

Distribution interfaces - 2008 and all previous buyers compared ............ 126

Distribution channels - 2008 and all previous buyers compared .............. 129

Overview ............. 129

Detailed analysis . 132

Personal liability insurance .............. 134

Switching rates and brand new sales - 2008 ................. 134

Distribution interfaces - 2008 and all previous buyers compared ............ 135

Distribution channels - 2008 and all previous buyers compared .............. 138

Overview ............. 138

Detailed analysis . 141

Travel insurance ......... 143

Switching rates and brand new sales - 2008 ................. 143

Distribution interfaces - 2008 and all previous buyers compared ............ 144

Distribution channels - 2008 and all previous buyers compared .............. 147

Overview ............. 147

Detailed analysis . 150

Protection life insurance .................. 152

Switching rates and brand new sales - 2008 ................. 152

Distribution interfaces - 2008 and all previous buyers compared ............ 153

Distribution channels - 2008 and all previous buyers compared .............. 156

Overview ............. 156

Detailed analysis . 159

Private health insurance ................... 161

Switching rates and brand new sales - 2008 ................. 161

Distribution interfaces - 2008 and all previous buyers compared ............ 162

Distribution channels - 2008 and all previous buyers compared .............. 165

Overview ............. 165

Detailed analysis . 168

Hospital cash insurance ................... 170

Switching rates and brand new sales - 2008 ................. 170

Distribution interfaces - 2008 and all previous buyers compared ............ 171

Distribution channels - 2008 and all previous buyers compared .............. 174

Overview ............. 174

Detailed analysis . 177

Dental insurance ......... 179

Switching rates and brand new sales - 2008 ................. 179

Distribution interfaces - 2008 and all previous buyers compared ............ 180

Distribution channels - 2008 and all previous buyers compared .............. 183

Overview ............. 183

Detailed analysis . 186

Personal accident insurance ........... 187

Switching rates and brand new sales - 2008 ................. 187

Distribution interfaces - 2008 and all previous buyers compared ............ 188

Distribution channels - 2008 and all previous buyers compared .............. 191

Overview ............. 191

Detailed analysis . 194

Funeral expenses insurance ........... 195

Switching rates and brand new sales - 2008 ................. 195

Distribution interfaces - 2008 and all previous buyers compared ............ 196

Distribution channels - 2008 and all previous buyers compared .............. 199

Overview ............. 199

Detailed analysis . 202

Work incapacity insurance .............. 204

Switching rates and brand new sales - 2008 ................. 204

Distribution interfaces - 2008 and all previous buyers compared ............ 205

Distribution channels - 2008 and all previous buyers compared .............. 208

Overview ............. 208

Detailed analysis . 211

Mortgages .......... 212

Switching rates and brand new sales - 2008 ................. 212

Distribution interfaces - 2008 and all previous buyers compared ............ 213

Distribution channels - 2008 and all previous buyers compared .............. 216

Overview ............. 216

Detailed analysis . 219

Personal loans and consumer finance .... 220

Switching rates and brand new sales - 2008 ................. 220

Distribution interfaces - 2008 and all previous buyers compared ............ 221

Distribution channels - 2008 and all previous buyers compared .............. 224

Overview ............. 224

Detailed analysis . 227

Payment protection insurance ........ 229

Switching rates and brand new sales - 2008 ................. 229

Distribution interfaces - 2008 and all previous buyers compared ............ 230

Distribution channels - 2008 and all previous buyers compared .............. 233

Overview ............. 233

Detailed analysis . 236

Car finance and leasing .................... 237

Switching rates and brand new sales - 2008 ................. 237

Distribution interfaces - 2008 and all previous buyers compared ............ 238

Distribution channels - 2008 and all previous buyers compared .............. 241

Overview ............. 241

Detailed analysis . 244

Credit cards ....... 246

Switching rates and brand new sales - 2008 ................. 246

Distribution interfaces - 2008 and all previous buyers compared ............ 247

Distribution channels - 2008 and all previous buyers compared .............. 249

Overview ............. 249

Detailed analysis . 252

Savings accounts ........ 254

Switching rates and brand new sales - 2008 ................. 254

Distribution interfaces - 2008 and all previous buyers compared ............ 255

Distribution channels - 2008 and all previous buyers compared .............. 258

Overview ............. 258

Detailed analysis . 261

Savings bonds .. 263

Switching rates and brand new sales - 2008 ................. 263

Distribution interfaces - 2008 and all previous buyers compared ............ 264

Distribution channels - 2008 and all previous buyers compared .............. 267

Overview ............. 267

Detailed analysis . 270

Investment life insurance ................. 272

Switching rates and brand new sales - 2008 ................. 272

Distribution interfaces - 2008 and all previous buyers compared ............ 273

Distribution channels - 2008 and all previous buyers compared .............. 276

Overview ............. 276

Detailed analysis . 279

Private pension insurance ............... 281

Switching rates and brand new sales - 2008 ................. 281

Distribution interfaces - 2008 and all previous buyers compared ............ 282

Distribution channels - 2008 and all previous buyers compared .............. 285

CHANNEL METRICS: OVERVIEW REPORT - GERMANY

© FINACCORD (01/2009) VII

Overview ............. 285

Detailed analysis . 288

Supplementary pension insurance 290

Switching rates and brand new sales - 2008 ................. 290

Distribution interfaces - 2008 and all previous buyers compared ............ 291

Distribution channels - 2008 and all previous buyers compared .............. 294

Overview ............. 294

Detailed analysis . 297

Long-term care insurance ................ 299

Switching rates and brand new sales - 2008 ................. 299

Distribution interfaces - 2008 and all previous buyers compared ............ 300

Distribution channels - 2008 and all previous buyers compared .............. 303

Overview ............. 303

Detailed analysis . 306

GRAPHICS / TABLES

The financial services distribution channel universe - specific distribution channels and distribution

interfaces ................ 11

Sample breakdown by age group, household income band and geographical location .................... 13

Overall customer % take-up rates for 25 financial products and services, 2008 22

% of customers making brand new purchases for 25 financial products and services, 2008 ............ 24

% of all customers switching provider for 25 financial products and services, 2008 .... 26

% of current customers switching provider for 25 financial products and services, 2008 .................. 28

% of customers acquiring financial products and services through the face-to-face distribution

interface - 2008 and all previous years compared (data) ..... 30

% of customers acquiring financial products and services through the Internet distribution interface

- 2008 and all previous years compared (data) ................... 32

% of customers acquiring financial products and services through the inbound telephone distribution

interface - 2008 and all previous years compared (data) ..... 34

% of customers acquiring financial products and services through the outbound telephone

distribution interface - 2008 and all previous years compared (data) .................. 36

% of customers acquiring financial products and services through the postal distribution interface

- 2008 and all previous years compared (data) ................... 38

% of customers acquiring financial products and services through direct contact with the ultimate

provider - 2008 and all previous years compared (data) ...... 40

% of customers acquiring financial products and services through financial intermediaries - 2008

and all previous years compared (data) 42

% of customers acquiring financial products and services through financial partners - 2008 and all

previous years compared (data) ............ 44

% of customers acquiring financial products and services through not-for-profit affinity groups -

2008 and all previous years compared (data) . 46

% of customers acquiring financial products and services through non-financial commercial

Partners - 2008 and all previous years compared (data) ..... 48

% of customers acquiring financial products and services through the worksite - 2008 and all

previous years compared (data) ............ 50

% of customers acquiring financial products and services through insurance agents - 2008 and

all previous years compared (data) ....... 52

% of customers acquiring financial products and services through insurance, loan or mortgage

brokers - 2008 and all previous years compared (data) ....... 54

% of customers acquiring financial products and services through online aggregators and price

comparison providers - 2008 and all previous years compared (data) ............... 56

% of customers acquiring financial products and services through private banks (acting as direct

providers and partners) - 2008 and all previous years compared (data) ............. 58

% of customers acquiring financial products and services through co-operative banks (acting as

direct providers and partners) - 2008 and all previous years compared (data) ... 60

% of customers acquiring financial products and services through co-operative banks (acting as

partners) - 2008 and all previous years compared (data) .... 61

% of customers acquiring financial products and services through savings banks (acting as direct

providers and partners) - 2008 and all previous years compared (data) ............. 63

% of customers acquiring financial products and services through specialised automotive clubs ........

- 2008 and all previous years compared (data) .................... 64

% of customers acquiring financial products and services through charities ... - 2008 and all previous years compared (data) ..... 66

% of customers acquiring financial products and services through professional or trade

associations - 2008 and all previous years compared (data) ......... 67

% of customers acquiring financial products and services through trade unions - 2008 and all previous years compared (data) ............ 69

% of customers acquiring financial products and services through general automotive clubs (acting

as direct providers and partners) - 2008 and all previous years compared (data) ........ 71

% of customers acquiring financial products and services through car dealers or manufacturers ........

- 2008 and all previous years compared (data) .................... 72

% of customers acquiring financial products and services through football or other sports clubs .........

- 2008 and all previous years compared (data) .................... 73

% of customers acquiring financial products and services through loyalty programs - 2008 and

all previous years compared (data) ....... 75

% of customers acquiring financial products and services through newspapers, magazines and

other media entities - 2008 and all previous years compared (data) ................... 77

% of customers acquiring financial products and services through the Post Office - 2008 and

all previous years compared (data) ....... 79

% of customers acquiring financial products and services through supermarkets - 2008 and all

previous years compared (data) ............ 81

% of customers acquiring financial products and services through catalogue and other retailers -

2008 and all previous years compared (data) . 83

% of customers acquiring financial products and services through electricity and gas companies .......

- 2008 and all previous years compared (data) .................... 84

% of customers acquiring financial products and services through sector-specific distribution

channels - 2008 and all previous years compared (data) .... 86

% of consumers switching provider or acquiring motor insurance for the first time, 2008 .................. 90

Analysis of distribution interfaces used for acquiring motor insurance, 2008 and all previous years 92

Analysis of distribution interfaces used for acquiring motor insurance, 2008 and all previous years

(data) 93

Overview of distribution channels used for acquiring motor insurance, 2008 and all previous years

95

Overview of distribution channels used for acquiring motor insurance, 2008 and all previous years

(data) 96

Detailed analysis of distribution channels used for acquiring motor insurance, 2008 and all previous

years (data) ............ 98

% of consumers switching provider or acquiring a breakdown recovery insurance for the first time,

2008 .. 99

Analysis of distribution interfaces used for acquiring breakdown recovery insurance, 2008 and all

previous years ..... 101

Analysis of distribution interfaces used for acquiring breakdown recovery insurance, 2008 and all

previous years (data) ..... 102

Overview of distribution channels used for acquiring breakdown recovery insurance, 2008 and all

previous years ..... 104

Overview of distribution channels used for acquiring breakdown recovery insurance, 2008 and all

previous years (data) ..... 105

Detailed analysis of distribution channels used for acquiring breakdown recovery insurance, 2008

and all previous years (data) ............... 107

% of consumers switching provider or acquiring an extended warranty for the first time, 2008 ..... 108

Analysis of distribution interfaces used for acquiring extended warranties for cars, 2008 and all

previous years ..... 110

Analysis of distribution interfaces used for acquiring extended warranties for cars, 2008 and all

previous years (data) ..... 111

Overview of distribution channels used for acquiring extended warranties for cars, 2008 and all

previous years ..... 113

Overview of distribution channels used for acquiring extended warranties for cars, 2008 and all

previous years (data) ..... 114

Detailed analysis of distribution channels used for acquiring extended warranties for cars, 2008 and

all previous years (data) 115

% of consumers switching provider or acquiring household insurance for the first time, 2008 ....... 116

Analysis of distribution interfaces used for acquiring household insurance, 2008 and all previous

years .................... 118

Analysis of distribution interfaces used for acquiring household insurance, 2008 and all previous

years (data) ......... 119

Overview of distribution channels used for acquiring household insurance, 2008 and all previous

years .................... 121

Overview of distribution channels used for acquiring household insurance, 2008 and all previous

years (data) ......... 122

Detailed analysis of distribution channels used for acquiring household insurance, 2008 and all

previous years (data) ..... 124

% of consumers switching provider or acquiring legal expenses insurance for the first time, 2008 125

Analysis of distribution interfaces used for acquiring legal expenses insurance, 2008 and all

previous years ..... 127

Analysis of distribution interfaces used for acquiring legal expenses insurance, 2008 and all

previous years (data) ..... 128

Overview of distribution channels used for acquiring legal expenses insurance, 2008 and all

previous years ..... 130

Overview of distribution channels used for acquiring legal expenses insurance, 2008 and all

previous years (data) ..... 131

Detailed analysis of distribution channels used for acquiring legal expenses insurance, 2008 and all

previous years (data) ..... 133

% of consumers switching provider or acquiring personal liability insurance for the first time,

2008 ..................... 134

Analysis of distribution interfaces used for acquiring personal liability insurance, 2008 and all

previous years ..... 136

Analysis of distribution interfaces used for acquiring personal liability insurance, 2008 and all

previous years (data) ..... 137

Overview of distribution channels used for acquiring private liability insurance, 2008 and all previous

years .................... 139

Overview of distribution channels used for acquiring personal liability insurance, 2008 and all

previous years (data) ..... 140

Detailed analysis of distribution channels used for acquiring personal liability insurance, 2008 and all

previous years (data) ..... 142

% of consumers switching provider or acquiring travel insurance for the first time, 2008 ............... 143

Analysis of distribution interfaces used for acquiring travel insurance, 2008 and all previous

years .................... 145

Analysis of distribution interfaces used for acquiring travel insurance, 2008 and all previous years (data) ................... 146

Overview of distribution channels used for acquiring travel insurance, 2008 and all previous years .................... 148

Overview of distribution channels used for acquiring travel insurance, 2008 and all previous years (data) ................... 149

Detailed analysis of distribution channels used for acquiring travel insurance, 2008 and all previous years (data) ......... 151

% of consumers switching provider or acquiring protection life insurance for the first time, 2008 .. 152

Analysis of distribution interfaces used for acquiring protection life insurance, 2008 and all previous years .................... 154

Analysis of distribution interfaces used for acquiring risk life insurance, 2008 and all previous years (data) ................... 155

Overview of distribution channels used for acquiring protection life insurance, 2008 and all previous years .................... 157

Overview of distribution channels used for acquiring protection life insurance, 2008 and all previous years (data) ......... 158

Detailed analysis of distribution channels used for acquiring protection life insurance, 2008 and all

previous years (data) ..... 160

% of consumers switching provider or acquiring private health insurance for the first time, 2008 .. 161

Analysis of distribution interfaces used for acquiring private health insurance, 2008 and all previous

years .................... 163

Analysis of distribution interfaces used for acquiring private health insurance, 2008 and all previous

years (data) ......... 164

Overview of distribution channels used for acquiring private health insurance, 2008 and all previous

years .................... 166

Overview of distribution channels used for acquiring private health insurance, 2008 and all previous

years (data) ......... 167

Detailed analysis of distribution channels used for acquiring private health insurance, 2008 and all

previous years (data) ..... 169

% of consumers switching provider or acquiring hospital cash insurance for the first time, 2008 .. 170

Analysis of distribution interfaces used for acquiring hospital cash insurance, 2008 and all previous

years .................... 172

Analysis of distribution interfaces used for acquiring hospital cash insurance, 2008 and all previous

years (data) ......... 173

Overview of distribution channels used for acquiring hospital cash insurance, 2008 and all previous

years .................... 175

Overview of distribution channels used for acquiring hospital cash insurance, 2008 and all previous

years (data) ......... 176

Detailed analysis of distribution channels used for acquiring hospital cash insurance, 2008 and all

previous years (data) ..... 178

% of consumers switching provider or acquiring dental insurance for the first time, 2008 .............. 179

Analysis of distribution interfaces used for acquiring dental insurance, 2008 and all previous

years .................... 181

Analysis of distribution interfaces used for acquiring dental insurance, 2008 and all previous years

(data) ................... 182

Overview of distribution channels used for acquiring dental insurance, 2008 and all previous

years .................... 184

Overview of distribution channels used for acquiring dental insurance, 2008 and all previous years

(data) ................... 185

Detailed analysis of distribution channels used for acquiring dental insurance, 2008 and all previous

years (data) ......... 186

% of consumers switching provider or acquiring personal accident insurance for the first time,

2008 ..................... 187

Analysis of distribution interfaces used for acquiring personal accident insurance, 2008 and all

previous years ..... 189

Analysis of distribution interfaces us

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