Policy adminstration

It started with a casual conversation at a CIO luncheon held in conjunction with IASA's annual meeting in Las Vegas in June. Although there were an equal number of men and women at my table, ours was the exception. Most of the other tables were occupied primarily by men. Not surprising in an industry traditionally populated by men, I mused aloud. The discussion between my tablemates that followed became fodder for this month's cover story: a focus on six unique women who embody what it takes to occupy an insurance technology leadership role.No one could argue that there has been a dearth of women occupying such roles. The National Center for Women in Technology (NCWIT), a Boulder, Colo., organization that supports women's participation in professional IT careers, reports that although women represent 46% of the U.S. workforce overall, they held only 32% of computer and information systems management positions from 2004 to 2005 [U.S. Department of Labor (DOL) population survey]. "This is slightly higher than the aggregated average for women's participation among all computer-related occupations (29%) but significantly lower than their participation in professional management positions in general (51%)," a NCWIT spokeswoman told INN.

YOUNG INDEPENDENT AGENTS WANT MORE TECHNOLOGYYoung independent insurance agents identify technology to help them more easily write business and service customers as the second most important thing-after competitive rates-carriers can offer an independent insurance agency. Drive Insurance Group of Mayfield Village, Ohio-based Progressive Casualty Insurance Co. discovered this while conducting a survey of more than 750 young (40 years of age or younger or those who have been in the industry less than 10 years) independent agents. The majority of young independent insurance agents (79%) say technology has been significant in helping them grow their business. Other results from the survey showed 11% have an interactive Web site where customers can quote, buy and contact them. Thirty-four percent have a static Web site where people can learn more about their agency and the services they provide, and 40% don't have a Web site at all.

VOICE SELF-SERVICE AND CUSTOMER INTERACTION MANAGEMENTThe customer interaction management software suite from Genesys Telecommunications Laboratories Inc., headquartered in Daly City, Calif., enables SAP solutions to integrate with voice self-service functionality from Genesys' Voice Platform. The integration of voice self-service with the back and mid-office is designed to simplify access to SAP solutions and make them available to a larger set of users across the organization.

I was speaking with an IT executive recently about service-oriented architectures (SOA), and while he understood the grand vision of what SOA could bring to his company, he claimed it wasn't ready for "prime time." Probing a bit further, he told me it must not be ready because almost every vendor and consultant he spoke with painted a rosy picture of enterprise business value and then immediately did the "old bait and switch" and launched into a discussion of infrastructure "plumbing," with little connection to that vision.SOA promises insurers the ability to weave new systems and legacy applications together to support enterprise business processes across business units, product lines and country borders. Business process management (BPM) tools and business process execution language (BEPL) enable insurers to define business processes composed of Web services from new and legacy applications with minimal programming.

After surveying a cross-industry spectrum of companies, Lori Sechio confirmed what she already suspected: 95% of them had inaccurate information on the number and configuration of their IT assets-a discrepancy that could put these firms at risk of Sarbanes-Oxley (SOX) noncompliance if they were publicly held and did not implement a rigorous IT asset management (ITAM) program."We looked at our client base over the past two years, and 95% of the time the technology assets they had on their books did not match what we actually found," says Sechio, CEO of TekMethods, a Tampa, Fla.-based IT asset management (ITAM) services firm.

In the highly competitive European insurance marketplace, Paris-based Groupama Insurance Co. Ltd. has built a reputation on the personal touch and close relationships it develops and maintains with customers. However, the carrier, which has been in business for more than a century, needed more efficient ways to work with its growing roster of customers. For decades, Groupama relied on customer support and contacts provided through its network of agencies. As business grew, the carrier sought to better capture and provide information in a more consistent and automated fashion, while still retaining the important relationships that had been built between agents and customers.Through business growth and mergers, Groupama became a leading mutual insurance company in France, with eight million customers and annual revenue of close to 13 billion Euros. The company now has more than 26,000 employees across France alone, as well as an additional 4,000 across nine other countries.

Insurance Networking News asked James Bisker, global insurance industry leader, IBM Institute for Business Value, to define knowledge-based, expert and artificial intelligence systems and provide insight into how they can benefit insurance industry operations.INN: There has been some confusion in the marketplace about knowledge-based/expert and artificial intelligence systems. Can you clarify?

Say the word "conversion" in a roomful of insurance technology professionals, and you'll likely hear a cacophony of moans, groans and expletives.That's because converting policy data from one administration system to another is tedious, stressful, time-consuming and costly.

BUSINESS SOFTWARE DEVELOPMENT SERVICES FOR ATLANTICNew York-based Atlantic Mutual Insurance Co. chose MFX to provide business software development, maintenance and enhancement services from MFX's data center facility in Roanoke, Va. MFX hired the application support staff previously supporting Atlantic Mutual's proprietary business software applications. The new team will support Atlantic Mutual, as well as gain knowledge and exposure to MFX's proprietary products including WriteNow, ClaimsAssure and RiskVault. Atlantic Mutual's proprietary business software applications will continue to be owned by Atlantic Mutual.

Carriers operate in a complex environment that challenges their ability to do business efficiently and cost effectively. As regulations become more complex, customer needs, behaviors and demographics, distribution channels, product design and service delivery models are changing. Although technology is key to product and service delivery, most insurers struggle with outdated applications and infrastructures, while facing the looming brain drain as baby boomers retire.Once IT outsourcing was considered merely a method of reducing cost through labor arbitrage. Now the situation is more complicated, with other factors, including regulatory compliance, weighing heavily in many outsourcing decisions. Business continuity-that is, how to stay in business should a major event such as a natural or man-made catastrophe or a pandemic occur-is an emerging reason for outsourcing or distributing some business functions or support facilities across geographies. Each insurer organization is different and the reasons for determining what and when to outsource vary within industry sectors and by business model.

Mayfield Village, Ohio - The Drive Group of Progressive Insurance Cos.'s Web site (www.driveinsurance.com) received a "Standard of Excellence" WebAward in the insurance category from the Web Marketing Association (WMA).The WMA judged more than 2,300 Web sites from 35 countries that were entered into the 2006 competition. Each site was assigned three or more judges from a panel of independent Internet experts and evaluated on seven criteria including: design, innovation, content, technology, interactivity, copywriting and ease of use.

Washington - Congressman Ed Royce (R-CA), a senior member of the House Financial Services Committee, introduced legislation that would create an optional federal charter regulatory regime for life and property/casualty insurance providers. The National Insurance Act of 2006, is companion legislation to S.2509, which was authored by Senators John Sununu (R-NH) and Tim Johnson (D-SD)."The National Insurance Act would create a federal regulatory agency within the Treasury Department; however, it would leave the current state regulatory system in place. An insurance provider could choose to be regulated by the 50 states or by the Office of National Insurance," says Royce. "This concept is not new--the banking system has lived under such a framework for much of our nation's history."

Denver - Englewood, Colo.-based InsureMe online service earned four standard of excellence awards from the Web Marketing Association (WMA).The WMA was developed to help set high standards in Web marketing and development. The association's annual Web Marketing Award names the best sites in 96 industry categories in 33 countries around the world. Submitted sites are judged on seven criteria: design, innovation, content, technology, interactivity, copywriting and ease of use.

San Francisco - A majority of consumers who experience problems visiting or making transactions on insurance Web sites will abandon transactions entirely or even turn to competitors, according to results of a consumer survey. The survey, commissioned by San Francisco-based TeaLeaf Technology Inc. and conducted by Rochester, N.Y.-based Harris Interactive Inc., focused on U.S. consumer transaction experiences on shopping, banking, travel and insurance Web sites. About nine in 10 (88%) online consumers experienced problems when transacting online, potentially impacting an estimated 4.5% of all online consumer transactions, according to survey results.Hundreds of respondents submitted vignettes of bad online experiences, most concerning failed, inaccurate or incomplete transactions, endless "loops" in a business process or inability to simply checkout at retail sites. One respondent who used an insurance Web site said, "[I] paid an insurance payment online through their Web site and it didn't go through. I ended up paying a late fee because of it."

Hartford, Conn. - The Hartford Financial Services Group Inc. enhanced The Hartford At Work Web site to enable employees covered by The Hartford's group benefits plans to more quickly and easily access their benefits information.A new, personalized log-in feature is one recent enhancement to the Web site (www.thehartfordatwork.com). The Web site has been updated with new tools for employees to set up direct deposit for payment of long-term disability claims, to use and print forms and to access personalized benefits account information.

Boston - Liberty Mutual Group enhanced its online workers compensation claims management to provide faster service and better outcomes. The Boston-based insurer provides those responsible for managing a claim instant online access to all of the related documents, while protecting the privacy of confidential medical information."We made a great claims management system even better by slashing the time required for documents from outside resources--such as medical reports, bills and even digital photos--to be available in the system," explains Kevin Carson, who manages the new process. "What took days can now happen in seconds. Outside partners can now send electronic versions of these reports, which instantly become part of our system. Other providers still send paper documents, which we now scan into the system within a day of arriving at Liberty Mutual."

Boston – A new probabilistic model designed to help insurers better understand the location of their exposures relative to high risk areas and to estimate potential losses from wildfires is now available from AIR Worldwide Corp., a Boston risk modeling company. The U.S. Wildfire Model is designed to help insurers, reinsurers, and intermediaries manage wildfire risk both for individual policies and entire portfolios of properties in California. Nationally, wildfires have cost the insurance industry more than $5 billion since 1980 with a majority of the losses occurring in California. The 2003 Cedar and Old wildfires in Southern California, for example, cost insurers more than $2 billion. Together, the fires burned more than 750,000 acres, destroyed 3,700 homes and resulted in the deaths of 24 people. In 2006, more than 8.7 million acres have burned in Western states to date, equaling the acreage burned in all of 2005, one of the worst years on record. “The growth in insured losses from wildfires is a result of the same broad demographic trend we’ve observed with respect to other perils—namely, increasing property development in high risk areas,” said Dr. Jayanta Guin, vice president of research and modeling at AIR. “In the case of wildfires, we are witnessing property growth in the buffer zone between wildlands and the urban environment. According to U.S. Fire Administration statistics, nearly 40 percent of new home development in the Western United States is occurring in this wildland-urban interface, putting more insured property at risk every year.” Insured losses from wildfires are influenced by factors such as local fuels, topography, weather, and the vulnerability of affected structures. AIR’s model employs high-resolution fuel (vegetation), topographic, and weather data. The model incorporates 13 burnable fuel types at 30-meter resolution accounting for variations in moisture content, fuel loading, and horizontal continuity. Since fire spread is influenced by topography, AIR has incorporated high-resolution USGS digital elevation data. The model also considers the effect of wind speed and direction, including the Santa Ana winds in Southern California and the Diablo winds in the northern part of the state. The AIR model also estimates the mitigating impact of firebreaks created in the course of fire suppression activities, as well as the exacerbating impact of impaired road access. The flammability of roof and siding materials is the primary determinant of a structures’ vulnerability to fire. The AIR model accounts for a wide range of residential and commercial constructions and takes into account mitigating factors, such as fire resistant roofing and siding materials, to build an estimate of damage and loss. AIR’s probabilistic wildfire model is based on a robust stochastic catalog of potential future events that provides insurers with full probability distributions of loss and the ability to generate loss costs. The model is available now for AIR’s CLASIC/2, CATStation, and CATRADER catastrophe risk management systems to analyze exposures in California. Future releases of the model will expand its coverage to other Western states. Source: AIR Worldwide Corp.

New York - American International Group has appointed 61-year-old Robert Willumstad as its new chairman of its board of directors, effective November 1, 2006. As reported in the popular press, Willumstad resigned from his positions as New York-based Citigroup's president and COO in July 2005 after being passed over for the chief executive's position at the company. Willumstad previously was vice chairman of the Global Consumer Group and led Citigroup's Global Consumer Lending division shortly after the merger of Citicorp and Travelers Group in 1998. Prior to the formation of Citigroup, he was chairman and CEO of Travelers Group Consumer Financial Services. He joined CitiFinancial (then Commercial Credit, a predecessor company) in 1987. Willumstad earlier spent 20 years with Chemical Bank in operations, retail banking and computer systems. Willumstad will replace Frank Zarb, who filled Maurice "Hank" Greenberg's spot when he stepped down in March 2005 amidst a growing accounting scandal. Zarb has served as interim chairman since April 2005. AIG agreed to pay $1.64 billion to settle the allegations against it in February 2006. Willumstad was elected to the AIG Board of Directors in January 2006. He retired in 2005 as president and COO of Citigroup, where he served on its board of directors. He is also a member of the board of directors of S.C. Johnson & Son, Inc., Habitat for Humanity and Adelphi University. "Bob Willumstad is a superb choice to assume the position of AIG Chairman," says Zarb. "I have tremendous respect for his judgment, intellect and expertise in the insurance and financial services industries." Over the past 18 months, AIG's Board of Directors and its senior management have transformed the company in many ways, most particularly in the area of corporate governance, composition of the Board of Directors, transparency, regulatory compliance and the installation of a new management team, headed by president and CEO Martin Sullivan, Zarb added. Also elected to AIG's board was Virginia Rometty, 49, who serves as senior vice president, IBM Global Business Services, managing a network of more than 100,000 consultants and service professionals worldwide. Sources: Business Wire, Forbes

Hartford, Conn. - Many commercial lines insurers imagine a world of potential success by applying to their businesses the predictive modeling techniques now widely used in personal lines, according to a new survey-based study by Conning Research and Consulting, Hartford, Conn. "It is clear from our survey results that commercial insurers are inspired by the advances in predictive modeling that are revolutionizing the personal lines marketplace," said Stephan Christiansen, Conning's director of research. "Since the commercial lines industry is still in the early stage of exploration of predictive modeling, it is not yet clear whether the early and aggressive pursuit of the right combination of data and tools will lead to a permanent competitive edge." The Conning Research study, "Commercial Lines Predictive Modeling: Searching for the Lift" identifies the environmental contrasts between commercial and personal lines, current activity in commercial lines predictive modeling implementation, potential barriers, and likely outcomes in this search for predictive modeling competitive advantage. "Certainly, predictive modeling has become a key tool in personal lines, but that is not necessarily predictive of a success in all commercial lines," Christiansen said. "Our research shows that insurers and modeling vendors perceive strong opportunities in some segments, weaker opportunities in others. And while there are barriers to successful implementation, our analysis has identified potential solutions for these hurdles." Source: Insurance Newslink

New York and Walldorf, Germany - Health insurance companies may be able to collaborate next year with providers, public health authorities and pharmaceutical companies on a new health network being proposed by Germany-based business software provider SAP and Bermuda-based consulting firm Accenture.The Collaborative Health Network (CHN) network initiative will be based on SAP NetWeaver technology, which links a range of information and data. Designed to streamline the way health insurance companies and other stakeholders access, integrate and share information, the network will help organizations maintain reliable, accurate electronic health records that are accessible quickly by multiple parties, the companies said in a release. It will use an enterprise service-oriented architecture (enterprise SOA) to help reduce IT costs and enable automated collaborative processes among industry participants. The first release of the solution will be available mid-2007, predicts the companies.