insurance and technology_october 2011
TRANSCRIPT
-
8/3/2019 Insurance and Technology_October 2011
1/14
-
8/3/2019 Insurance and Technology_October 2011
2/14
13Steps13Steps
too
MobileMobile
Claims
Claims
Success
Success
13StepstoMobile
Claims
SuccessCOVER STORY
Building a Mobile
Claims AdvantageExperts agree that a robust
mobile experience is critical to
claims satisfaction. Mobile
claims trailblazers offer
13 best practices for building
next-generation capabilities.
VIRTUAL ROUNDTABLE
6Cashing In on MobileMobile already has transformed
interactions among insurers,
agents and policyholders, but it
has the potential to do even
more. Our experts discuss the
opportunities and challenges
carriers face in implementing
mobile payments.
4 UPDATEA Mobile Connection Independence Blue Cross
is boosting member engagement by combining
social and mobile.
5 ONE ON ONEWild About Mobile Progressive is committed to
making shopping for insurance easier, and mobile
is key, says mobile business leader Matt Lehman.
12 INDUSTRY VOICETablet PowerThe power of tablet computers
will reshape the insurance enterprise, according
to Verizons Raj Dhinsa.
3 FROM THE EDITOR
13 EDITORIAL AND BUSINESS CONTACTS
8
October 2011
This is the sixth of seven
all-digital issues that
Insurance & Technology
will produce in 2011.
2 October 2011 www.insurancetech.com
-
8/3/2019 Insurance and Technology_October 2011
3/14
Exclusive Digital Issues
I&T Daily
Premium Industry Reports
Just answer a few simplequestions and youre set forthe year. To get started, visitwww.insurancetech.com
NEW
Next >>
Katherine Burger, Editorial Director
@KathyBurger
-
8/3/2019 Insurance and Technology_October 2011
4/14
Next >>
We saw a tremendous opportunity to focus on the wealth
and wellness of our membership, he reports. It was designed
specifically for people who participate in the Broad Street
Run. They could use it to train for the run, or to see how welltheyre doing, then use it to share how well theyre doing in
the race. But as many people as we can get using this kind of
app for the purposes of exercising is a good thing.
The IBX app is customizable by gender, height and weight
to precisely calculate calories burned with each workout,
according to the health insurer. It also tracks the length, speed
and distance of a walk, jog or run using a devices built-in
GPS; saves results of workouts to view improvement over
time; shares workout status with friends using integrated
Facebook, Twitter and text messaging; and provides body
mass index (BMI) measurements, daily hydration needs, per-
sonal health stats and a variety of health calculators.
The beauty of it is that you really can leverage the built-in capabilities of the sites to
take advantage of the capabilities of the smartphone, Janney notes. Its not overly
complex to do, and it helps us bring in as many people as possible.
In the past, some health insurance companies shied away from mobile and social
because of members privacy concerns. But as more consumers have become
comfortable with using social media to motivate and track their personal
progress, and with using their smartphones to push updates out to social
media sites, combining the emerging channels was a natural fit, Janney says.
Its about casting a broad net. Not everyone tweets or has a Facebook
page, but there are certain demographics who love to communicate in that
way, Janney explains. Sometimes the concern has been around what thecompany is doing with the information. But we dont log the info ourselves,
so were not monitoring everybodys daily lives. The social media aspects are
completely under the control of the user. If you dont want to put your infor-
mation out publicly, you dont activate that part of the application. I
SHARE
more...
f
in
ike many insurance companies, Independence Blue Cross (IBX) saw smart-
phone proliferation as a way to streamline customer interactions. By making
benefit, provider and claim information as well as products such as mobile
identification cards available via the mobile channel, the Philadelphia-based
health insurer was able to meet many of its customers administrative needs 24 hours a
day, seven days a week, according to John Janney, IBXs SVP of marketing services.
The things for which customers most frequently look to interact with us are what we
made available via mobile, says Janney. Healthcare is very complex, and people are in
very vulnerable situations when theyre trying to get information about physicians, whats
covered, whats their co-pay, where are they in relation to their deductibles.
IBX ($9.3 billion in 2010 revenue) also is an active user of social media most notably
in promoting the Blue Cross Broad Street Run, a 10-mile charity run through downtown
Philadelphia for which it is the main sponsor; and with its Healthy Steps member wellness
campaign. As the companys emerging-technol-
ogy strategies have matured, according to
Janney, they also have converged. IBX has
brought together the engagement of social
media with the ubiquity of mobile devicesthrough its latest mobile app for iPhone and
Android devices, the IBX Healthy Steps
Pedometer. The app grew out of an idea the com-
pany had for the Broad Street Run, Janney says.
LBy Nathan Golia
@NateG_InsTech
A Mobile Connection
As manypeople as wecan get usingthis kind ofapp ... is agood thing.John Janney,Independence
Blue Cross
Update CUSTOMER ENGAGEMENT
Progressive Is Wild About Mobile p.5
How to Cash In on Mobile Payments p.6
13 Mobile Insurance Best Practices p.8The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
HEALTH INSURER INDEPENDENCE BLUE CROSS SEES AN OPPORTUNITYTO ENGAGE MEMBERS BY COMBINING SOCIAL MEDIA WITH MOBILE.
-
8/3/2019 Insurance and Technology_October 2011
5/14
Next >>
how they interact with us. The mobile world is quite frag-
mented; you have people who interact through different
ways. We want to be responsive to that. Were trying to
make mobile about intent, immediacy and convenience.
Progressive introduced a VIN-capture feature through its iPhone (and soon, Android)
app that allows customers to get quotes based on a picture of a VIN. Do you envision
bringing similar capabilities to the mobile web?
Lehman:Thats probably a better question for the OS and handset manufacturers. We
look forward to more standardization around mobile technologies, but for now we expect
it to be fragmented between different handsets and device types. For the time being,
you will probably need apps to tap into some of that photo-driven functionality.
Youve also introduced severe-weather text alerts. What was the driver for the service?
Lehman: Its unique in the insurance industry. What makes mobile different from other
channels is the ability to deliver timely information with which people can interact. ... We
want to help people take themselves and their vehicles and families out of harms way.
Progressive is investing heavily in Snapshot, its usage-based insurance offering.
Is that something that dovetails with mobile?
Lehman: As the president of our personal lines group indicated back in June,
we see some synergies with mobile and Snapshot. Were looking at those.
You released an app this summer that enables users to upload a photo
of their commercial drivers licenses to receive estimates within one
business day. Why make a separate app for truck insurance?
Lehman:This is a market segment that has some unique elements to it interms of question types. Because that experience is so unique, it made sense
to offer it as a unique download. Were going to continue to look at opportu-
nities, whether its very specific market segments or to broaden all our mobile
offerings, to be where customers want us to be. I
Were trying tomake the processof shopping for
insurance easier.
SHARE
more...
f
in
OneOnOne MATT LEHMAN, PROGRESSIVE
Progressive offers a lot of mobile apps, some of which are not directly related to
insurance. Why is mobile such an important channel for you?
Lehman: Were trying to make the process of shopping for insurance easier. Someone
in the market for a new vehicle, or just thinking about how other vehicles could impact
their current insurance costs they want infor-
mation immediately. Hopefully this will lead
people to consider Progressive as their primary
auto insurance provider.
Youre also investing in your mobile website.
Is there a need there that apps cant fill?
Lehman: Our overall mobile strategy is about
giving our customers and prospects choices on
Mobile
ImmersionPROGRESSIVE SPENT MUCH OF 2011 RAMPINGUP ITS MOBILE SERVICES. THE MAYFIELDVILLAGE, OHIO-BASED CARRIER UNVEILED
TWO ROUNDS OF NEW AND ENHANCEDMOBILE SERVICES, INCLUDING SEVERALDOWNLOADABLE APPS AND UPGRADES TO ITSMOBILE WEBSITE CAPABILITIES. MATT LEHMAN, PROGRESSIVESMOBILE BUSINESS LEADER, SPOKE WITH I&T ASSOCIATE EDITOR
NATHAN GOLIA (@NATEG_INSTECH) ABOUT HOW THESE EFFORTSFIT INTO THE COMPANYS MOBILE STRATEGY.
The Intersection of Social & Mobile p.4
How to Cash In on Mobile Payments p.6
13 Mobile Insurance Best Practices p.8The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
Matt Lehman, MobileBusiness Leader, Progressive
-
8/3/2019 Insurance and Technology_October 2011
6/14
Next >>
Next >>
on the due date. They also want the ability to choose their method
of payment, and they want digital reminders via text-message or
email notifications so they know when payments are due.
Mobile payments are advantageous at several points in the insur-
ance value chain. If customers go to a car dealer to purchase a car,they have an immediate need to purchase a policy. Mobile pay-
ments can meet this need, enabling them to purchase a policy via
a mobile device and drive their cars off the lot right then and there.
Near-field communication (NFC) technology and other devel-
oping technologies such as Square present some intriguing options. These technologies,
which link to financial accounts, could allow users to swipe their phones at one of
Esurances E-star repair shops to pay for repairs. This would eliminate the need to issue
checks and would streamline the process for both the carrier and the repair shop, all of
which translats into an easier, more convenient experience for the customer.
Unfortunately, there are a still a number of obs tacles holding the adoption of mobile
payments back. The infrastructure requirements and security challenges must be
addressed. Whats more, many consumers arent quite convinced that mobile sites are
safe. And none of the functionality matters unless the transactions themselves are
secure. Ensuring users feel comfortable with making a payment or purchasing with
their mobile devices is among the biggest obstacles. I
OBILE HAS HAD A TRANSFORMATIONAL EFFECT ONTHE WAYS INSURANCE AGENTS DO BUSINESS, POLICY-HOLDERS INTERACT WITH THEIR INSURANCE COMPA-NIES AND CLAIMS ARE MANAGED. ONE AREA IN WHICH
MOBILE HAS NOT YET ACHIEVED MUCH TRACTION IN NORTH
AMERICAN INSURANCE, HOWEVER, IS PAYMENTS. WHAT ARE THEOPPORTUNITIES FOR INSURANCE COMPANIES TO INCORPORATEMOBILE PAYMENTS INTO THEIR TRANSACTION PROCESSING? INWHAT AREAS OF THE INSURANCE VALUE CHAIN ARE THERE THEMOST POTENTIAL TO DEVELOP MOBILE PAYMENTS? AND WHATARE THE CURRENT OBSTACLES TO BROADER ADOPTION?
M
By Nathan Golia@NateG_InsTech
Cashing In on the
Mobile Opportunity
-
8/3/2019 Insurance and Technology_October 2011
7/14
Next >>
by 2013 and that the total value of mobile payments will increase by almost 200 percent,
to $670 billion, by 2015. EBay and its PayPal unit alone have made seven mobile payment
technology acquisitions in the first eight months of 2011, and the Google Wallet solution
strives for nothing less than to become the open mobile commerce ecosystem.
In terms of premium payments, mobile solutions already are in heavy use by foreigninsurers. In defining mobile payment strategies, carriers and vendors would do well to
consider all forms of electronic payment, since mobile platforms either currently or soon
will support them. That includes prepaid cards. There are an estimated 60 million under-
banked consumers in the U.S., and many of them are insurance customers needing a
way to pay their premiums. Prepaid card vendors, banks and traditional credit card
issuers are beginning to pay attention and bring solutions to this large market segment.
Streamlining the Moment of Truth
Claims payments represent another significant opportunity for mobile payments, and
adoption already has started. State Farm, the nations largest P&C carrier, is experimenting
with prepaid debit cards in 14 states to pay homeowners insurance claims and plans to
expand their use to make claim payments to underbanked consumers as well as catas-
trophe claimants. Of the more than 250,000 supply chain partners that provide $450 bil-
lion in services annually representing more than 100 million claims service transactions
to auto and property insurers, mobile payments represent a very attractive solution
for both parties. Similarly, as carriers begin to introduce consolidated electronic procure-
ment programs, mobile payments will enhance the appeal o f these programs.
Hurdles to widespread adoption, however, include security (surveys indicate that more
than 50 percent of North American consumers
do not trust mobile banking security) and regu-
lation. State insurance regulations governing
e-payments vary widely; some states still require
that claim payments be made by paper check,and unused balances on prepaid card claim pay-
ments are problematic. In addition, no industry
standards exist, as multiple consortiums and
models are competing for solution dominance. I
VirtualRoundtable MOBILE PAYMENTS
Mobile payment functionality, like any technology advancement,
ultimately will be judged by consumers based on the value the
functionality adds to the mobile experience. At Allstate, we believemobile payments provide great opportunity to add value to our
existing customer relationships because it allows customers to con-
nect with Allstate when and where it is most convenient for them.
Allstate offers mobile bill pay on both our m.allstate.com mobile-
optimized website and our Allstate Mobile application. Since launch,
weve seen the number of customers opting to pay via their iPhone,
BlackBerry and Android devices steadily increase, and we anticipate
this will continue as more consumers become comfortable using
mobile devices for purchases. To make things more convenient for
our customers, were giving folks more options to store and manage
a variety of payment methods. And were taking steps to ensure that all payments made via
our online channels are secure, following standards issued by the payment card industry.
When we plan our mobile strategy, like all of our e-commerce programs, we put the cus-
tomer at the center of our efforts. We study customers needs in various insurance-related
contexts, and then determine how we can meet and exceed those needs. When we evaluate
potential functionality such as mobile payments, we ask ourselves: How and to what
degree does this solve a customers problem? This consumer-centric
approach is particularly important in the mobile space, as limited real estate
and brief use periods require a simple, intuitive and contextually relevant design.
Still, there are challenges to widespread adoption of contactless payments
using near-field communication (NFC) chips embedded in newer mobile
devices. Banks, mobile operators and payment systems operators will need to
standardize technology for both consumers and merchants. And retailers willneed to be convinced that the cost of POS system upgrades will reap returns.
Further, consumers must see a compelling need to add another form of
payment to their already wide variety of options. Ultimately, the consumer
will decide how quickly mobile payments will be adopted. As it should be.I
The Consumer Will Decide
Bob Wasserman
SVP of Marketing,Allstate(Northbrook, Ill.)
SHARE
more...
f
in
The Intersection of Social & Mobile p.4
Progressive Is Wild About Mobile p.5
13 Mobile Insurance Best Practices p.8The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
-
8/3/2019 Insurance and Technology_October 2011
8/14
truckers insurer 1st Guard Insurance ($15.6
million in total assets) of Venice, Fla. Since late
2009 1st Guards Trucker1 iPhone app has per-
mitted insureds to start a claim immediately, if
theyre capable. Users select the covered vehi-
cle, set the incident location using the devices
internal GPS, take pictures of the accident,
record an audio statement and hit send.
On Trucker1s back end, Submitted infor-
mation is instantly available on the adjusters desktop dashboard, explains Dan Ribar,
1st Guards CIO. If the adjuster needs more pictures, the customer pulls up the
open claim with the app and snaps a few more pictures. Regardless, all photos
are stamped with a text block containing relevant customer information, date
and the reverse-geocoded address of the location where the photo is taken.
Farmers, a subsidiary of Zurich-based Zurich Financial Services (US$375 bil-
lion in total assets), isnt far behind 1st Guard. In addition to upgrading its
First Notice of Loss iPhone app, which debuted in late 2009, Farmers is
in the final phases of deploying a mobile app for its adjusters,
the carriers Koch reports.
The mobile solution Accurences (Westminster,
Colo.) SettleAssist began as a digital pen and
smartform paper solution but is evolv-ing into a smartphone offering that
also will be extended to tablets.
Koch says it significantly improves
consistency and accuracy in wind
Next >>
s one spouse attempts to mitigate the damage from a failed water
pipe, the other dives for her smartphone and begins documenting
the chaos. According to Rob Koch, assistant VP of property
claims for HelpPoint Claim Services by Farmers, the claims
arm of Los Angeles-based Farmers Insurance Group, its a true story,
and it illustrates the value of mobile claims capabilities.
If you look at YouTube or other online sites for what people are
already taking pictures or videos of, its almost becoming a nat-
ural reaction, Koch comments. Although we have a
customer-facing claims app, making it faster
and more seamless for customers to pull
photos or videos into the app and
for us to utilize whats
provided thats my vision.
Such a vision
already is a reality
at commercial
A
By Anne Rawland Gabriel
PIONEERS IN THE MOBILE CLAIMS SPACE, INCLUDING TRAILBLAZERSFARMERS, 1ST GUARD INSURANCE AND USAA, SHARE THE BESTPRACTICES EVERY INSURANCE CARRIER MUST CONSIDER WHENBUILDING NEXT-GENERATION CLAIMS PLATFORMS.
13 Keys to Mobile Claims Success
CoverStory MOBILE CLAIMS BEST PRACTICES
The Intersection of Social & Mobile p.4
Progressive Is Wild About Mobile p.5
How to Cash In on Mobile Payments p.6
The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
8 October 2011 www.insurancetech.com
-
8/3/2019 Insurance and Technology_October 2011
9/14
and hail claim settlements by standardizing and automating the onsite inspection and
scoping process.
As part of a claims-wide project, were issuing iPhones to all of our adjusters, explains
Koch. Then well begin rolling out the SettleAssist smartphone app late this year or early
next, with the expectation that everything will be in place for the start of our wind andhail season in March 2012.
So what do the experiences of Farmers, 1st Guard and other early mobile claims leaders
teach us thus far? Here are the top 13 best practices gleaned from discussions with insurers
and technology experts alike:
#1. Get started now. At a minimum, replace legacy core systems. The question
isnt whether mobile technologies will be adopted, its when, emphasizes Kimberly Harris-
Ferrante, vice president and distinguished analyst at Gartner (Stamford, Conn.). In three
years, when your board says, We want to roll out mobile options now, you cant say, Hey,
we dont have the prerequisites we need.
From his companys experience working with large carriers, Accurence president Romney
Williams agrees. Jump on the opportunity to evaluate mobile with an open mind, he
advises. Many of your competitors are embracing newly emerging technologies.
#2. Carrier size doesnt matter just get in the game. Lets face it, the
price of admission is a consumer-facing first notice of loss mobile app, asserts Ellen
Carney, senior analyst with Forrester Research (Cambridge, Mass.). You gotta have it.
The same holds true on the settlement side, argues Accurences Williams. The value
proposition of our solution has resonated with
carriers of all sizes, he affirms, adding that he
foresees solutions appropriate for carriers across
all lines within two to three years, if not before.
#3. Use customer-facing apps to
improve service. There arent many
untapped markets in the U.S., observes
Gartners Harris-Ferrante. Now its all around
Next >>
customer satisfaction and retention. In
P&C, the biggest trigger is claims. So its
no surprise that the lights are turning on
and companies are realizing its time to
do mobile app projects.While mobile apps arent a panacea,
especially among older demographics,
the carriers, technology providers and
analysts consulted for this article all agree
that robust mobile experiences will play
vital claims satisfaction roles within the
next two to five years.
#4. Invest in settlement apps. As
Forresters Carney puts it, the smart mon-
ey is on internal mobile apps. There are
many interesting applications that look at the way adjusters do their jobs, sh e says. To
find them, youll need to scan the horizon because many of the most innovative are still
somewhat below the radar screen so be sure to work your network.
Additionally, look at the functional value beyond the gadget, Accurences Williams
emphasizes. Its about the direct impact on accuracy, consistency and efficiency, which
all can and must be measured, he says. For example, some mobile tools
automate interaction with each data source behind the scenes without
the adjuster even having to access those other sources.
#5. Move beyond smartphones versus tablets because, from
a programming perspective, they are essentially the same. A tablet is a smart-
phone, just bigger, substantiates Pascal Begin, product manager at SymbilitySolutions (Toronto), an electronic-workflow solutions provider and a partner
in Farmers SettleAssist project.
Also, expect dramatic improvements to tablet computers. In 10 years, the
tablet is going to be something you can crinkle up like a piece of paper and
SHARE
more...
f
in
The Intersection of Social & Mobile p.4
Progressive Is Wild About Mobile p.5
How to Cash In on Mobile Payments p.6The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
CoverStory MOBILE CLAIMS BEST PRACTICESBakers Dozen:The Top 13 Mobile ClaimsBest Practices1. Get started now.2. Carrier size doesnt matter.
3. Use customer-facing apps to
improve service.4. Invest in settlement apps.5. Move beyond smartphones vs. tablets.
6. Think multiplatform and multichannel.7. Involve users in development.
8. Put quick wins under your belt.9. Grow or acquire IT resources.
10. Navigate security concerns.11. Prepare for video.
12. Go all-in.13. Adjust to ongoing evolution.
-
8/3/2019 Insurance and Technology_October 2011
10/14
shove in your pocket, Forresters Carney predicts, adding, I truly believe the tablet will
become the next clipboard.
#6. Think multiplatform and multichannel, because no one avenue
fits all. Tablets and smartphones are increasingly becoming our members channel ofchoice, says Marcel Aleman, director of auto product management for San Antonio, Texas-
based financial services provider USAA ($99.6 billion in total assets). Our mobile solutions
are critical for our military service members, and increasingly for all members, who now
expect to get things done on their mobile devices when they want to, where they want
to and how they want to.
Additionally, consider all types of devices, advises Accurences Williams, who says more
of his customers and prospects prefer digital pens to smartphones or tablets.
#7. Involve users, whether they are customers or your employees, in
development. Thats been the key a-ha for the SettleAssist project, says Farmers
Koch. Although its Farmers culture to involve employees, its even more critical that
users are involved in the design, that they test it and provide input with a mobile app.
The same thing will be critical as we revise the customer app, because the way things
change, if customers dont love the app, there will be another one out there for them to
adopt, he adds. Even if only 10 percent of our customers want to [interact via mobile
devices], for that 10 percent well be helping them out. But if we design the apps right by
seeking out customer input during the process, the percentage could be even h igher.
Its a similar story at USAA. We actively seek feedback from our members and employ-
ees, acknowledges Aleman. By understand-
ing and anticipating the needs of our
members, we can continually develop innova-
tive solutions to help meet those needs.
#8. Put quick wins under your belt,
rather than going for the kitchen
sink. Start with a basic app that has a few
functions, suggests 1st Guards Ribar. This will
Next >>
help you get accustomed to the environment with respect to
development, deployment, testing, licensing, distribution, etc.
Even with more-involved projects, like the Farmers
platform, keep it reasonable. You cant do everything,
comments Farmers Koch. You need a panel, committee orproject team that can prioritize. And ensure the priorities are
communicated so people can see what happens next and
know that their input matters.
#9. Grow or acquire IT resources, either
conventionally or by exploring new partnering
models. For the Farmers SettleAssist project, various
enabling technologies are required to feed data into the plat-
form. Instead of the traditional model, in which a single
enabling vendor is selected, multiple vendors Symbility,
Xactware (Orem, Utah) and EagleView Technologies (Bothell,
Wash.) were asked to partner with Accurence, according
to Koch. Were taking the best of what Vendor A offers and combining it with Vendor B
to create a one-of-a-kind product, he explains.
Regardless, its still critical for your internal IT team to possess the skills to develop solu-
tions and work with vendors. Passion softens the learning curve, says 1st Guards Ribar.
So make sure your IT team members are iPhone or whatever lovers.
#10. Navigate security concerns, in both the short and long
terms. Near term, insurers seeking advanced functionality, including Farmers,
are turning to iPhones and iPads. But while Apple controls the app environment
and the devices can be shut down remotely in the event of a loss, the companys
consumer-driven devices, as well as Android devices, are not as secure asResearch in Motions BlackBerry devices. As a result, some carriers, such as
iPhone shop 1st Guard, add a security layer. We have a homegrown connectivity
layer that extends data and security out to remote consumers, Ribar says.
Fortunately, trends for the next five years suggest a reduction in security
SHARE
more...
f
in
CoverStory MOBILE CLAIMS BEST PRACTICES
The Intersection of Social & Mobile p.4
Progressive Is Wild About Mobile p.5
How to Cash In on Mobile Payments p.6The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
The questionisnt whethermobile tech-nologies willbe adopted,its when.Kimberly Harris-Ferrante, Gartner
-
8/3/2019 Insurance and Technology_October 2011
11/14
One-touch access to
Wall Street & Technolg
Hand-picked content
from the editors,
including todays
top stories andbreaking news.
Easy, fast navigation.
100% free. Try it today
What you need to know. Now.The Wall Street & Technology iPadApp
hassles, according to Symbilitys Begin. At a certain point,
well either have an iPhone that is as secure as a BlackBerry,
or a BlackBerry that is as powerful as an iPhone, he says.
#11. Prepare for video. Video will replace photos as memory gets cheaper and
equipment gets smarter, asserts Begin. Adoption of live streaming video will occur in
the near term because youre not saving it; youre just transmitting.
According to Farmers Koch, Well start using the iPhones live streaming capabilities
right away. For example, an adjuster on site and a manger at a remote location will be
able to look at a situation together. Thats going to be a big benefit to us.
#12. Go all-in. To successfully pursue mobile, you must embrace it. Its not a stationary
train that you can step into; its a moving train that you must leap on. You either go into
mobile, or you dont, Symbilitys Begin insists. And if you do, you need a champion to
ensure everyone embraces it, because you need to forget about old ways of doing things.
#13. Adjust to ongoing evolution. You cant approach mobile the way youve
always done, with rigid business cases or wait-and-see strategies, says Forresters Carney.
Mobile is the Wild West it requires intense
experimentation and continuous innovation.
Farmers Koch likens the insurers settlement
project to a game console. Weve built our plat-
form with the intent to continue to evolve andgrow, he says. We want to be the [Microsoft]
Xbox of adjusting claims to help our adjusters
be more productive and accurate while also
making the process easier for customers.I
Next >>
CoverStory MOBILE CLAIMS BEST PRACTICES
The Intersection of Social & Mobile p.4
Progressive Is Wild About Mobile p.5
How to Cash In on Mobile Payments p.6The Enterprise Power of Tablets p.12
Table of Contents p.2
In This Issue
Make sure your IT team members areiPhone or whatever lovers.Dan Ribar,1st Guard Insurance
-
8/3/2019 Insurance and Technology_October 2011
12/14
Next >>
latest, coolest technology
regardless of redundancy or
cost.But the real differentia-
tor in the long term for thetablet platform is its busi-
ness applicability and enter-
prise value. Think about how retail employees such as your local banker or the clerk at
your favorite department store might be able to interact with customers; or about
how insurance agents, realtors, healthcare providers and financial advisers could more
effectively and productively do their jobs. Tablets can
make businesses reevaluate their entire workflow to
enable a mobile workforce.
As the tablets enterprise power and capabilities
improve, youll see a natural evolution to the devices, as
you have seen with smartphones. At the same time, the
number of units in the hands of consumers will continue
to grow, increasing their demand for tablet-based utility from their service providers.
Supporting Employee-Owned Devices
But there is another driver: Spurred by widespread and disparate smartphone adoption,
more and more companies are supporting employee-owned mobile devices,
including tablets. Once a single device can support multiple user profiles
(personal and corporate), youll see adoption accelerate even further.
These drivers notwithstanding, we have to recognize that security and
redesigning the supporting systems and workflow for mobility will be the
biggest challenges to truly leveraging the tablet in the enterprise. Yet financial
institutions already are evaluating how to play in the mobile and now tabletspaces. Already, we are seeing companies such as JP Morgan give investment
bankers iPads, and many other companies are providing executives with such
tools, as well. Were just getting started down the mobile road, but its going
to be an interesting ride. I
SHARE
more...
f
in
otebook PCs, smartphones and now tablets. There is no shortage to the
onslaught of cool new consumer electronic devices. Most of these devices have
seen strong market successes largely due to ever-increasing utility and afford-
ability. But tablets are different tablets have reached an extra-high level.
The Apple iPad, the most prominent tablet, was telegraphed well ahead of its release.
You would think a product being developed by the trailblazing company would have led
to numerous copycats with a race to the starting line. Yet, astonishingly, the device received
more of a wait-and-see response. Perhaps this was due to the fact that tablets are not
new theyve been introduced in some form and fashion in the past to a large thud.
Lack of computing power, an unfriendly user interface, and small screen size (among
other factors) led to low adoption in favor of devices such as laptops and PDAs. Yet once
the iPad launched and flew off shelves,
Apples competitors quickly responded with
their own versions, such as the Samsung
Galaxy and RIM BlackBerry Playbook.
But the question still begs as to whether
the tablet value proposition is real and canhold its own in a crowded smart-comput-
ing device marketplace. Without question
there are consumers who prefer a tablets
large screen, or who just need to have the
N
THE REAL DIFFERENTIATOR IN THE LONG TERM FOR THETABLET PLATFORM WILL BE ITS BUSINESS APPLICABILITY FORTHE ENTERPRISE. INSURERS ALREADY SPOT AN OPPORTUNITY.
The Power of the Tablet
IndustryVoice TABLET COMPUTING
The Intersection of Social & Mobile p.4
Progressive Is Wild About Mobile p.5
How to Cash In on Mobile Payments p.613 Mobile Insurance Best Practices p.8
Table of Contents p.2
In This Issue
About the AuthorRaj Dhinsa is managing principal of
Verizons financial services practice.
He focuses on solutions and businessdevelopment and strategy.
By Raj Dhinsa, Verizon
Tablets can makebusinessesreevaluate theirentire workflow.
-
8/3/2019 Insurance and Technology_October 2011
13/14
EDITORIAL
Editorial Director Katherine [email protected] 212-600-3062
Executive Editor Anthony [email protected] 360-571-4565
Group Content Manager Les [email protected] 212-600-3024
Associate Editor Nathan [email protected] 212-600-3048
Associate Managing Editor Nathan [email protected] 212-600-3105
ART
Igor Jovicic
Kristen Terrana
Tony Vecchione
BigYellowTaxi.com212-375-9490
INFORMATIONWEEKFINANCIAL SERVICES
TechWeb CEO Tony L. [email protected]
EVP, Sales, InformationWeek Business Technology NetworkMartha [email protected]
Editorial Director Greg [email protected]
Group Content Manager Les [email protected]
Webmaster Vitali [email protected]
National Sales Director Ben [email protected]
Senior Director, Events Robyn Duda
Senior Event Manager Mitzi [email protected]
Senior Event Manager Joseph [email protected]
Director, Program Management,Vertical Markets Michelle [email protected]
Business ManagerJoe Donnelly
READER SERVICES
Digital Subscriptionsinsurancetech.com/digital-subscription
Electronic Newslettersinsurancetech.com/newsletter/subscribe
Issues Archiveinsurancetech.com/issues
Editorial Calendarinsurancetech.com/editorial-calendar
Contact Usinsurancetech.com/contact
Print Subscriptionsinsurancetechsubscriptions.com
Reprints
Wrights MediaBrian Kolb1-877-625-5295Email:[email protected]:wrightsmedia.com/reprints/?magid=2199
List RentalMeritDirectAnthony Carraturo914-368-1083Email: [email protected]
Back IssuesEmail:[email protected]
Phone (U.S.): 8886643332(Outside U.S.): 8477639588
READER ADVISORY BOARD
Anthony Abbattista, VP,Technology Solutions, Allstate
Lori Beer, EVP, EnterpriseBusiness Services, WellPoint
Mike Clifton, CIO,The Hanover Insurance Group
Bob Fullington,President, LOTSolutions;Executive VP, Fortegra Financial
Barbara Koster, SVP, CIO,Prudential Financial
Jay Levine, SVP, CIO,Blue Cross Blue Shield of Minnesota
Scott McKay, SVP, CIO,Genworth Financial
Rick Roy, SVP, CIO,CUNA Mutual
Piyush Singh, SVP, CIO,Great American Insurance
Next >>
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:%[email protected]:[email protected]:[email protected]:%[email protected]:%[email protected]:%[email protected]:[email protected]:[email protected]:[email protected] -
8/3/2019 Insurance and Technology_October 2011
14/14
EVP, SALES, INFORMATIONWEEKBUSINESS TECHNOLOGY NETWORKMartha [email protected] 212-600-3015
Director, Program Management,
Vertical Markets Michelle [email protected] 516-562-7928
SALES
Advertising Sales Office240 W. 35th Street, 8th FloorNew York, NY 10001
National Sales Director Ben [email protected] 212-600-3171
Northeast David [email protected] 212-600-3118
West Coast Leilani [email protected] 415-947-6146
Southeast and Midwest James [email protected] 212-600-3375
EVENTS
Senior Director, Events Robyn [email protected] 212-600-3046
Senior Event Manager Mitzi [email protected] 212-600-3137
Senior Event Manager Joseph [email protected] 212-600-3058
AUDIENCE DEVELOPMENT
Assistant Manager Adrienne [email protected] 516-562-5673
PRODUCTION
Account Coordinator Amanda [email protected] 516-562-5583
Publishing Services Manager Ruth Duggan
[email protected] 516-562-511
UNITED BUSINESS MEDIA LLC
SVP, Strategic Development and BusinessAdministration Pat Nohilly
SVP, Manufacturing Marie Myers
UBM TECHWEB
CEO Tony L. Uphoff
Chief Content Officer and Editor-in-Chief,TechWeb.com David Berlind
Chief Information Officer David Michael
Chief Financial Officer John Dennehy
Chief Marketing Officer Scott Vaughan
EVP, InformationWeek Business TechnologyNetwork Ed Grossman
EVP, Sales, InformationWeek Business TechnologyNetwork Martha Schwartz
EVP, Group General Manager, UBM TechWebEvents Network Lenny Heymann
EVP, Sales, UBM TechWeb Events NetworkMarco Pardi
EVP, UBM TechWeb Light ReadingCommunications Group Joseph Braue
EVP, UBM TechWeb Game Network Simon Carless
SVP, People and Culture Beth Rivera
VP, Editorial Director, InformationWeekBusiness Technology Network Fritz Nelson
VP, Audience Marketing Dan Melore
VP, Brand and Product Development, InformationWeekBusiness Technology NetworkJohn Ecke
VP, Performance Marketing and AnalyticsThomas Smith
VP, InformationWeek Analytics Art Wittman