Insurance and Technology_October 2011

8/3/2019 Insurance and Technology_October 2011

1/14


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


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


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.


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




In This Issue

Matt Lehman, MobileBusiness Leader, Progressive


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


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





In This Issue


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 Enterprise Power of Tablets p.12


In This Issue

8 October 2011 www.insurancetech.com


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



How to Cash In on Mobile Payments p.6The Enterprise Power of Tablets p.12


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.


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






In This Issue

The questionisnt whethermobile tech-nologies willbe adopted,its when.Kimberly Harris-Ferrante, Gartner


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 >>






In This Issue

Make sure your IT team members areiPhone or whatever lovers.Dan Ribar,1st Guard Insurance


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



How to Cash In on Mobile Payments p.613 Mobile Insurance Best Practices p.8


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.


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

[email protected]

Senior Event Manager Mitzi [email protected]

Senior Event Manager Joseph [email protected]

Director, Program Management,Vertical Markets Michelle [email protected]

Business ManagerJoe Donnelly

[email protected]

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]


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

Insurance and Technology_October 2011

Documents

Transcript of Insurance and Technology_October 2011