(Percentage of survey respondents)By Carriers
2001 2002 2003
Agency management systems * * 45%
Policy administration * 54% 42%
Financial reporting * 40% 40%
Document workflow management * 46% 40%
Business-to-business e-commerce 63% 40% 32%
Agent extranet * * 32%
Claims processing * 40% 32%
Underwriting * 43% 24%
Analytical/business intelligence/data warehouse 57% 29% 21%
Intranet Web portal 37% 31% 21%
Call center/customer care 26% 20% 21%
Relational database management system 43% 31% 18%
Business-to-consumer e-commerce 49% 17% 18%
Employee self-service/intranet 34% 29% 13%
CRM/marketing automation/sales automation 29% 23% 8%
Mobile/wireless messaging software 9% 6% 8%
Extranet trading partner network/marketplace 23% 11% 3%
Other 9% 6% 13%
By Agents, Brokers, And Service Firms
2001 2002 2003
Agency management systems * * 54%
Financial reporting * 38% 35%
Document workflow management * 51% 31%
Policy administration * 45% 29%
Business-to-business e-commerce 32% 32% 27%
Intranet Web portal 19% 34% 25%
Business-to-consumer e-commerce 30% 34% 23%
Employee self-service/intranet 22% 36% 19%
Relational database management system 40% 32% 19%
Underwriting * 23% 15%
Claims processing * 40% 12%
CRM/marketing automation/sales automation 27% 32% 11%
Analytical/business intelligence/data warehouse 16% 19% 11%
Mobile/wireless messaging software 5% 15% 11%
Call center/customer care 19% 23% 10%
Agent extranet * * 10%
Extranet trading partner network/marketplace 16% 9% 8%
Other 8% 6% 6%
(* New category not covered in prior surveys.)
Source: Insurance Networking survey of 95 carriers, agents and brokers.
