The global insurance industry is at a “pivotal juncture” as it grapples with changing customer behaviour, new technologies and new distribution and business models, suggests a new report published by PwC on Monday.In 2010, PwC began carrying out scenario analysis of the trends reshaping insurance and what the industry would look like by 2020, drawing on interviews with more than a thousand executives worldwide. The newly released report, Insurance 2020 and Beyond: Necessity is the mother of reinvention, reviews ongoing developments against PwC’s initial projections, looks ahead to the major trends that will develop in the global insurance industry over the next five years and beyond, and how businesses can design their strategy to face the future and capitalize on them.