An industry built on the promise of long-term security is losing its customers before the relationship has truly begun. A sweeping Capgemini-LIMRA study spanning six thousand consumers and two hundred executives finds that life insurance—one of civilization's oldest instruments of mutual protection—is failing not because people reject its purpose, but because they cannot understand its language, doubt its relevance to their lives, or simply never hear from it again after signing. The best performers have found a way through, but they remain a small minority in an industry still organized aroun