Insurance

Individuals who have experienced an auto accident or incurred damage to their vehicle often discover that the road to swift claims settlement is a bumpy, winding and volatile one.

Claims processing capabilities within the automobile insurance segment is not unlike a car itself-hitting on all cylinders is essential to ensure high performance.In 1999, Mayfield Village, Ohio-based Progressive Insurance Co. debuted TotalPro, a Web-based claims processing application that can be activated by both internal affiliates and Progressive policyholders.

Over the last 18 months, State Auto Insurance Co. has been using an intranet application that provides its independent agents with Web-based access to the company's mainframe for policy rates and applications.

The Internet standards-based approach to software distribution-called Web Services-promises to greatly simplify IT integration of legacy applications. Described as a "Leggo" approach for assembling different "services" from back-office systems-such as rating a policy and submitting a claim-Web services are based on open standards, including XML (extensible markup language), SOAP (simple object access protocol), WSDL (Web services description language) and UDDI (universal description, discovery and integration). As a result, customized integration is greatly reduced.But a battle is brewing between Web services platform vendors vying for market share-in particular, between IBM Corp.'s WebSphere-which is based on the Java 2 Platform, Enterprise Edition (J2EE) platform-and Microsoft Corp.'s .NET. The classic capitalistic struggle between these two camps may make Web services more complicated than promised.

Most insurance agents will admit that flood insurance isn't an easy sell. Property owners, both individual and commercial, are often aware that their policy covers fire damage, but most don't realize that it doesn't cover flood or mudslide damage.Rarely do these parties investigate the prospects of securing a flood insurance policy, which can cause disastrous ramifications because most floods don't qualify for federal disaster aid. Only floods declared national disasters by the president qualify for federal assistance, which comes in the form of a grant or a federal loan that must be paid back with interest.

Today's insurance marketplace is anything but "business as usual." Competition from new market entrants, deregulation, and fast-changing consumer expectations are challenging insurers' historically risk-averse corporate cultures.Traditional strategies and processes will not be successful in this market. To succeed, insurers must develop new business strategies and apply new technologies that will support business transformation.

As insurers' expectations for e-commerce revenue tumbled over the past couple years, e-business spending has focused on self-service initiatives such as enterprise portals and agent extranets. But most insurers lack the infrastructure and customer understanding to maximize the return on these and other technology investments, such as customer relationship management.Therefore, insurers need to create financial services hubs: technology platforms for delivering services that span multiple systems.

With the insurance industry, one moment of impact-whether it's two vans, two workers or two ships-can initiate a lengthy reporting trail weighed down by paper handling and delays. The first notice of loss, which carriers receive from agents by phone, fax, or Internet, starts the trail.

Some senior insurance executives have a hard time understanding how a seemingly esoteric technology such as artificial intelligence (A.I.) could possibly be used by the insurance industry.This mental juxtaposition is ironic because the potential applications are manifold. And more importantly, the insurance industry was one of the first to widely adopt artificial intelligence technology in the form of expert underwriting systems.

Despite the slow economy and overall reductions in IT spending since 2000, U.S. insurance companies are continuing to increase their technology spending. That's according to a June report from Celent Communications, a Boston-based research and consulting firm.Budgets for 2002 are an average of 7% higher this year than last year-totaling $18 billion industrywide, according to the report, titled "IT Spending in U.S. Insurance."

Mark Guthrie is flying high-personally and professionally. In April, he completed his first solo flight on a small airplane, and he was selected to replace Hussein Enan as CEO of InsWeb Corp., effective July 1, 2002.Transforming the Gold River, Calif.-based online insurance distributor into a profitable enterprise will require all the skill and determination Guthrie can muster.

When Blue Cross Blue Shield of Massachusetts embarked on its customer relationship management (CRM) initiative four years ago, the Boston-based health insurer could find no other healthcare organization to use as a benchmark.Today, insurers thinking about implementing CRM would do well to examine Blue Cross Blue Shield of Massachusetts as a model for what can be accomplished with a customer-focused business strategy supported by sophisticated CRM technology.

With 2.4 million members, Blue Cross Blue Shield of Massachusetts has avoided the common errors of implementing customer relationship management (CRM).First and foremost, senior management decided in 1998 that the Boston-based company would adopt an enterprisewide, client-centric business strategy, which it calls Concierge Service Delivery.

The market for supplemental disability income insurance is relatively untapped. Indeed, more than 80% percent of U.S. workers either have no long-term disability coverage or coverage they feel is inadequate, according to a recent study from the Consumer Federation of America and the American Council of Life Insurers.And, a 1997 study by the Life Insurance Marketing and Research Association (LIMRA) concludes that less than half of small-business employers (10 to 49 employees) offer any kind of disability income insurance to their workers.

Most IT purchasing decisions made by insurance companies put careers on the line. Don't start a project until the costs and payback can be reasonably defined.The insurance industry has been exposed to much hype about new technologies. I believe executives should avoid this urge to jump on the next technology bandwagon.

Even though claims service provided by property/casualty insurance carriers represents a major factor in their ability to retain customers and attract new ones, insurers are not providing the level of service that is considered acceptable to corporate customers and consumers, two new studies conclude.Moreover, even well-capitalized carriers that possess the financial stability to support quality claims service appear to be dropping the ball.

Over the past few years, many financial services providers have struggled to automate their operations across the enterprise. For most, the task of extracting data that resides in antiquated legacy systems and seamlessly linking these systems across various business units has proved to be nothing short of rocket science.

Insurance companies, banks and brokerage firms are actively competing for new business on each other's turf. But financial services convergence in a true sense is progressing at a tortoise-like pace: slow and cautious.When Citicorp acquired Travelers in 1998-forming Citigroup, one of the world's largest financial services institutions-many analysts hailed the union of the insurance and banking entities as the beginning of a revolution in the financial services industry.

HNC is widely recognized as a leading developer of analytic and decision-management tools. But are carriers ready to turn their important underwriting and claims decisions over to machines?The similarities between fighting terrorism and combating insurance or credit card fraud are not very obvious. However, the Bush Administration's Homeland Security initiative is considering using some of the same technology that's now being applied to identify fraudulent transactions for more than 300 million credit cards worldwide, and by nine of the 10 largest insurance companies.

Similar to many insurance providers, Omaha, Neb.-based Jefferson Pilot Benefit Partners knows that field sales representatives were assigned their title for a reason. The emphasis on "field" provides them license to network away from the home office as often as possible.The problem: The home office is where the heavy lifting is performed from a data processing standpoint. When field reps conduct business outside the office, they often devote an equal amount of time-or more-at headquarters to ensure data they collected in the field was properly captured and processed.