Staying connected while away from the office is taking on increasing importance to insurers, according to a new survey. Conducted in September by technology solution provider
Not surprisingly, survey respondents from both groups either already use or want a tablet device and a smartphone in order to conduct business. But, for the first time, laptops are now considered secondary to mobile device use among carriers. The survey results revealed that 46 percent of respondents would prefer a tablet for business use when away from their desks, 34 percent use a smartphone, and only 23 percent a laptop computer.
The results further indicated that 49 percent presently use a tablet, with the majority using an Apple iPad or iPad2, and close to 100 percent use a smartphone. Of those using smartphones, 17 percent of those use more than one (45 percent use a Blackberry, 46 percent use an iPhone and 20 percent use an Android smartphone).
The bulk of carriers in the survey noted that mobility’s benefits include helping provide faster responses and better service to customers, and more than half (67 percent) said having mobile devices would help prevent work buildup while out of the office.
Mobility’s value proposition extends itself to more than half the carriers in the survey, who noted they would use the devices even while on vacation, while traveling for business (80 percent) and while at home (64 percent).
The utility of mobile devices is obvious: respondents want to be able to look up customer information from anywhere (83 percent), check an application status (62 percent) and show information to a client (58 percent). Further, says FirstBest, a majority would like to be able to refer the application to someone else or review a referral, and 46 percent would like to bind a policy from their tablet or smartphone.
Agents, too, desire 24/7 connectivity, including when they are on vacation, notes the survey results. Of those queried, 52 percent use a tablet device, with the vast majority using an Apple iPad or iPad2, and 100 percent use a smartphone. Similar to carrier results, those who use a smartphone use more than one: (50 percent use an iPhone, 28 percent use a Blackberry, and 15 percent use an Android-based device).
Close to half of the agents queried prefer a tablet as the device of choice for business, while 24 percent answered smartphone and only 18 percent answered laptop.
The bulk of agents mirrored the benefits of mobility that were listed by carriers; faster responses, better service to customers, the ability to resolve issues immediately and obtain faster responses from their companies or carriers.
Using mobile devices away from the office is obviously an expected norm for agents, who interact with their clients on a day-to-day basis. When asked “When would you be most likely to use a mobile device to do these tasks, while away from your desk?,” 87 percent of agents noted while traveling for business, 61 percent while at home or visiting a client - and 74 percent (more than the 53 percent of carriers) would use a mobile device while on vacation. Agents also confirmed use of the devices similar to carriers’ – looking up customer information, share information, start a new insurance app, etc.
“This study shows that the industry wants to be able to conduct business on the go, in order to provide exceptional service and resolve issues without delay,” commented John Belizaire, co-founder and CEO of FirstBest Systems, Inc. “With nearly 100 percent smartphone penetration and 50 percent tablet penetration in the survey pool, it’s up to insurance companies to provide their underwriters, field service teams and agents with applications that empower them be more productive and win more business. It’s clear that mobile represents a real opportunity for carriers – and that the time for action is now.”
