Martyn Green, Cheif Actuary, Underwriting, Lloyds TSB Insurance
Martyn Green, Cheif Actuary, Underwriting, Lloyds TSB Insurance

IN DEPTH: CUSTOMER RETENTION

The Key to Keeping Customers Is Getting to Know Them
Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market.

Technology and the Science of Customer Retention
Data accessibility, analytics, rules-driven workflow and process visibility can supply the capabilities insurers need to retain profitable customers, according to Dave Kaytes, Novantas, and Matthew Josefowicz, Novarica.

Not All Customers Are Equal: The Case for Differentiated Service
Insurers can maximize their customer service technology investments by identifying what is valuable to different tiers of customers and matching capabilities to customer profitability.

WORKFORCE

Farmers Pilots Use of IBM Simulation Game in Call Center Training
Farmers Insurance is piloting the use of IBM's business process management (BPM) simulation game in its call center leadership training programs.

DISTRIBUTION

CUNA Mutual Improves Sales With Voice Signature Technology
CUNA Mutual develops voice signature technology and dramatically improves sales conversion rates in its call center.

POLICY ADMINISTRATION & MANAGEMENT

ULLICO Selects SEG Policy Admin System
Rules-based SEG system will enable the Washington, D.C.-based carrier to manage growth while providing better customer service more efficiently.

SECURITY/RISK MANAGEMENT

Louisville Health Information Exchange Taps 3M to Build Health Record Bank
Known as LouHIE, the Louisville initiative will differ from other health information exchanges in that consumers will control what parts of their personal health information will be shared with which parties.

CASE STUDIES

PacificSource Taps File Virtualization to Migrate Files
PacificSource Health Plans implements F5 Networks' file virtualization appliance to enable non-disruptive file migration and improve network availability.

SPARTA Reduces Rekeying Headaches
Startup SPARTA Insurance adopts a policy administration platform from LexisNexis Insurity to reduce traditional rekeying inefficiencies.

FROM THE EDITOR

Insurance Tech Spending: Is This As Good As It Gets?
Vendors say they see signs of life in the insurance technology market, and their marketing strategies are geared toward helping carriers control the costs and risks of IT investments.

CARRIER CONFIDENTIAL

Technology, User Experience Keys to Grange Rebranding
As Grange Insurance responds to market changes with a corporate rebranding and other business initiatives, its technology organization seeks to improve the user experience of two important groups -- independent agents and policyholders.

INFRASTRUCTURE

Implications of Oracle/Sun Slight for Insurance in the Short Term
Oracle's bid to acquire Sun is groundbreaking from a general technology point of view but its meaning for the insurance industry is likely to manifest itself over a longer timeframe, as the vendor's strategy evolves.

GLOBALIZATION

New AXA Tech CTO Vincent Cohan Drives Global Focus
Moving away from a more regional orientation, AXA's IT services organization will provide worldwide network connectivity and management of IT assets, hardware and software, change control, and incident management.

CUSTOMER INSIGHT/BUSINESS INTELLIGENCE

IBM Launches Analytics-Focused Consulting Practice
IBM has launched IBM Business Analytics and Optimization Services, a large analytics-focused practice within its Global Business Services group.

Virtual Roundtable Header
Regulatory Compliance: With the possibility of some form of federal regulation of the U.S. insurance industry seeming increasingly likely, what are the key technologies to meeting the types of transparency and reporting requirements that are likely to be necessary in the emerging regulatory environment?

Information Technology Will Facilitate Governance, Risk and Compliance Initiatives
By Ellen Walsh, Insurance Regulatory Compliance Leader, PricewaterhouseCoopers

Financial Stability Through Uniformity and Shared Resources
By Sandy Praeger, Kansas Insurance Commissioner; Former NAIC President and Current Chair, NAIC Information Systems Task Force

Improving Compliance Through Automation
By Zach McCoy, SVP, Operations and Finance, Kaplan Compliance Solutions

Creating a Versatile Risk Tool Kit
By Kathy Donovan, Senior Compliance Counsel for Insurance Compliance Solutions, Wolters Kluwer Financial Services


NAMES IN THE NEWS

Gary Plotkin Supports OneBeacon's Growth Strategy
Web 2.0 communications and collaboration technologies are on new OneBeacon CIO Gary Plotkin's agenda in support of the carrier's specialty lines-focused growth strategy.