April 2006

Cover Story

Storm Surge
To prepare for the next hurricane season, insurers are working to improve the accuracy of risk modeling tools while arming field personnel with mobile devices to navigate the devastation, and beefing up call center and network technologies to handle expected surges in activity.

Case Study
Making Contact
Ameritas Life Insurance improves call center customer service with workforce management solution from Calabrio.

Bridging the Gap
Vista Health Plan uses Neon's Shadow solution to deliver back-end power to front-end users, improving service and reducing error-prone manual entry.


Retirement Market Boom
Baby boomers not only bring numbers to the retirement market, but also broader product needs and greater availability to marketers.

One Size Does Not Fit All
Information life cycle management is growing in popularity as insurers rethink how they manage data.

Vision Service Plan
An Eye Toward the Future
Aggressive delivery of self-service functionality enables VSP to focus on building a service-oriented architecture that will enable the carrier to react to market changes.

Security Outlook
Who Goes There?
Controlling access to information through identity management is key to securing critical client and corporate data.


From The Editor
Star Search
The potential riches awaiting insurance companies that do a good job meeting the needs (in terms of products, service and delivery channels) of the soon-to-start-retiring baby boom generation are well-recognized.

Greater Expectations
As insurers develop more-sophisticated enterprise risk management capabilities, rating agencies are beginning to consider companies' ERM capabilities as a factor in their assessments.

Lloyd's Dis-Kinnects
Lack of users drives platform shutdown.

Smoother Selling
The Main Street America Group moves to develop point-of-sale system to support straight-through processing.

Sign on the Dotted Screen
E-signature build-out makes Chubb's professional and management liability insurance application process fully electronic.

Back To Business
Teaming Up for Glass Claims
First Notice Systems, Netcost Claims Services and Claimforce have integrated their Web services to offer Glass+, an end-to-end glass claims management service for P&C insurers.

Mapping Out Opportunity
To maximize agent sales and identify areas of opportunity, Colorado Farm Bureau Mutual Insurance implemented the MapInfo Professional, MapMaker Plus and StreetPro applications, part of MapInfo's Location Intelligence Technology suite.

Crawling for Compliance
To help insurers manage records and meet compliance goals, FileNet released FileNet Records Crawler, a rules-based solution that helps manage e-mail, documents and software throughout all C drives within the network of an organization.

Risky Business
Executives lack a high degree of confidence in their organizations' risk management capabilities, according to a Protiviti survey of more than 75 C-level executives from U.S.-based Fortune 1,000 companies, including financial services firms.

Names in the News
Chubb's Drewry Transitions
Often, taking on a new CIO role involves a charge to turn a company upside down. But that's not the case with former Aon CIO June Drewry's new assignment at Chubb & Son.

Guardian Promotes Sguerra
As second VP, chief architect of Guardian Life Insurance Company of America, Jaime Sguerra played a key role in developing a service-oriented architecture to support real-time applications and driving efficiencies that are saving the company approximately $13 million annually.