I&T'S 2010 INSURANCE TECHNOLOGY OUTLOOK



IT Investment to the Rescue
Continuing economic uncertainty has spurred rather than hobbled technology investment, as insurance IT organizations seek to support competitive distinction through superior underwriting, pricing and customer-facing capabilities.

Challenging Climate Forces Insurers to Break New Ground
If there is a positive to the challenges faced by the insurance industry in 2009, it's that new technology approaches have enjoyed some validation. Members of I&T's Reader Advisory Board offer insight into their organizations' IT strategies for 2010.

Regulatory Outlook: The Truth About Unintended Consequences
Regulatory reform is coming, and the change won't be easy. But it's the unintended consequences that can be the most costly.

4 Technology Solutions That Sizzle
While insurers often are cautious in their adoption of emerging technologies, carriers are investing in four solutions -- cloud computing, mobile, analytics and social networking -- that are just too transformative to ignore.

10 in 2010: What to Watch in The Year Ahead
The I&T editorial team offers some predictions for the coming year's insurance technology newsmakers.

UPDATE

What ING's Insurance Divestment Means to the Bancassurance Model
With ING forced to divest its insurance operations, the long-term viability of the bancassurance model has come under question.

Farmers HERO First Notice of Loss Application Improves Service Quality and Efficiency
Leveraging Pegasystems BPM software, Farmers' HERO first-notice-of-loss application links to back-office systems to power sequenced questions for call center reps, resulting in improved call handling and CSR training.

Main Street America Surety Bond Platform Drives New Business, Efficiency
The in-house built Main Street Station for Bonds surety bond platform increases internal efficiency and service quality, and delivers ease of use to distributors.

FROM THE EDITOR

Party Crashers Provide Security Lesson for Insurers
Whether it's protecting the president or safe-guarding critical data, striking the right balance between access, speed and customization with security proves a difficult task.

FEATURE

Insurers Leverage Data Mining and Predictive Analytics to Mitigate Increasingly Complex Fraud Schemes
In the area of fraud mitigation technology, insurers are employing data mining and predictive analytics technologies in increasingly innovative ways to identify obscured data patterns and establish effective benchmarks for claims investigations.

WEB 2.0 WATCH

Progressive Details Twitter Strategy
Progressive has leveraged micro-blogging site Twitter to foster customer engagement and improve customer service.

BUSINESS INTELLIGENCE WATCH

CIO Q&A: The Business Case for Business Intelligence
Montana State Fund CIO Al Parisian shares best practices for justifying BI technology investment to the business.

CASE STUDIES: FOCUS ON CALL CENTERS

BCBSTN Taps Analytics to Learn to Listen Better
BlueCross BlueShield of Tennessee deploys speech analytics solution from Nexidia to identify service issues and potential bottlenecks within its call centers.

Homesite Adopts VOIP for Call Center Operations
Homesite Insurance Group achieves efficiency and sales goals by automating call center operations with Echopass' IP telephony-based Contact Center On-Demand.

NAMES IN THE NEWS

CNA's CIO Ray Oral Drives Reinvestment in the Business
CNA CIO Ray Oral is directing increased IT spending to areas such as systems consolidation and analytics for distribution and underwriting decision support.