This presentation is based on research from recent reports released by three of our insurance-focused Monitor research services – Annuity Monitor, Life Insurance Monitor and P&C Insurance Monitor – focusing on Electronic Delivery. The reports analyze the electronic delivery services and promotions featured on the private client websites offered by leading insurers across the industry. Inside, we highlight some key findings and trends from the reports and offer a few tips for insurers looking to improve their electronic delivery services.

1. COPYRIGHT 2013 CORPORATE INSIGHT, INC.
KEY TRENDS ACROSS THE INSURANCE INDUSTRY
AUTHOR: ANDREW WAY
REPORT PUBLISHED: JUNE 2013
ELECTRONIC DELIVERY

2. ABOUT CORPORATE INSIGHTABOUTUS
Connect With Us
Corporate Insight provides competitive intelligence and user experience research to the nation’s leading
financial institutions. For over 20 years, the firm has tracked technological developments in the financial
services industry, identifying best practices in online banking and investing, online insurance, mobile
finance, active trading platforms, social media and other emerging areas. There are no assumptions in
Corporate Insight’s work – we use live accounts at all of the firms we research, providing our clients with
unparalleled, unbiased intelligence on the competition.
Corporate Insight welcomes the opportunity to speak with the media. If you are interested in citing our
research or would like to schedule an interview with our analysts, please contact Intermarket
Communications at 212-888-6115 or corporateinsight@intermarket.com.
ANDREW WAY
Senior Research Associate
212-832-2002 x-136
away@corporateinsight.com
BEN POUSTY
Marketing Manager
212-832-2002 x-134
bpousty@corporateinsight.com
Media Inquiries
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3. TABLE OF CONTENTS
3
TABLEOFCONTENTS
 Introduction
 Trends
o Online Enrollment
o Policy Statements
o eDelivery Promotions
o eDelivery Preferences
o Enrollment Confirmation
 Key Takeaways for Insurance Firms
 Corporate Insight Thought Leadership
 About the Author

4. INTRODUCTION
4
INTRODUCTION

5. 5
INTRODUCTION BACKGROUND
This presentation is based on research
from recent reports released by three of
our insurance-focused Monitor research
services – Annuity Monitor, Life Insurance
Monitor and P&C Insurance Monitor –
focusing on Electronic Delivery. The
reports analyze the electronic delivery
services and promotions featured on the
private client websites offered by leading
insurers across the industry.
Inside, we highlight some key findings
and trends from the reports and offer a
few tips for insurers looking to improve
their electronic delivery services.

6. eDELIVERY AND SECURITY
With identity theft and fraud remaining
serious issues in an increasingly online-
centric world, individuals need to safeguard
sensitive account and personal information.
To this end, electronic delivery can offer
clients peace of mind when compared to
traditional paper documents delivered in
the mail. The service allows account
documents such as policy statements to be
received on the firm’s password-protected
private website, eliminating the possibility
that it will end up in the wrong hands.
Electronic delivery services are also
environmentally friendly and cost-effective
as reduced paper usage decreases
production costs.
6
INTRODUCTION

7. FIRMS COVEREDINTRODUCTION
36 of the 45 insurers covered across our Life Insurance, Property & Casualty Insurance
and Annuity Monitor research services offer electronic delivery and were reviewed:
o Allianz Life
o Allstate
o Amica
o AXA Equitable (Annuity)
o AXA Equitable (Life)
o Chubb
o Esurance
o Farmers
o Fidelity
o GEICO
o Genworth Financial
o The Hartford
o ING
o Jackson National
o John Hancock
o Liberty Mutual
o Lincoln Financial (Annuity)
o Lincoln Financial (Life)
o MassMutual
o MetLife (Annuity)
o MetLife (P&C)
o Nationwide (Annuity)
o Nationwide (Life)
o Nationwide (P&C)
o New York Life
o Northwestern Mutual
o Progressive
o Prudential (Annuity)
o Prudential (Life)
o State Farm
o TIAA-CREF
o Transamerica
o Travelers
o USAA (Life)
o USAA (P&C)
o Vanguard
7

8. TRENDS
8
TRENDS

9. ONLINE ENROLLMENT
9
TRENDS
 94% of firms that offer eDelivery
services allow clients to enroll online
o Every Annuity Monitor and P&C
Monitor firm reviewed offers online
eDelivery enrollment
o Two Life Insurance Monitor firms
provide access to certain documents
online, but do not allow clients to
enroll in eDelivery
AXA Equitable eDelivery Promotion

10. POLICY STATEMENTS
10
TRENDS
 94% of firms that offer eDelivery provide access to policy statements
on the private site
o By far the most popular document offered online
 Privacy statements are also popular eDelivery options, made available
online by 15 insurers
MetLife eDelivery Promotional Image

11. eDELIVERY PROMOTIONS
 21 of the insurers reviewed
are currently promoting
their electronic delivery
services via imagery,
sweepstakes and/or
enrollment awards on the
private website
o Five insurers currently
offer rewards or
sweepstakes entries as
incentives for eDelivery
enrollment
11
TRENDS
Prudential eDelivery Promotional Image
TIAA-CREF eDelivery Promotional Image

12. eDELIVERY PREFERENCES
25 firms provide customers with the ability to individually select the
documents they want to receive electronically and via US mail
12
TRENDS
TIAA-CREF Edit My eDelivery Preferences Page

13. ENROLLMENT CONFIRMATION
Upon completion of the online electronic delivery enrollment process,
85% of firms offer confirmation screens or alerts that display delivery
preferences
13
TRENDS
The Hartford eDelivery Enrollment Confirmation Page

14. KEY TAKEAWAYS FOR INSURANCE FIRMS
14
KEYTAKEAWAYS

15. LIFE INSURERS LAG BEHIND IN eDELIVERY
15
KEYTAKEAWAYS
 100% of P&C insurers and 82% of annuity carriers reviewed provide
private website users with electronic delivery services.
 Only 57% of life insurers reviewed offer electronic delivery services.
o Of the eight Life Insurance Monitor firms that offer documents online to
clients, only six enable clients to enroll in eDelivery online and opt out of
receiving documents via the mail.

16. MORE INSURERS LOOKING TO ADD eDELIVERY
16
KEYTAKEAWAYS
 Throughout the course of compiling data for the three reports, we
contacted the firms that do not currently offer eDelivery services.
 Multiple firms, including Northwestern Mutual and Pacific Life,
informed us that while they do not currently enable users to enroll in
eDelivery services, they hope to add the option in the “near future.”
 Northwestern Mutual went a step further, and stated that, “efforts are
underway to offer electronic statements and bills in the near future.”

17. THREE TIPS FOR INSURANCE PROVIDERS
17
KEYTAKEAWAYS
#1 Offer eDelivery document options beyond policy statements
 Confirmations, tax documents, regulatory documents, prospectuses,
supplements, annual/semi-annual reports, bills, correspondence etc.
#2 Make eDocuments and electronic delivery preferences easily accessible
 Best practices include homepage quick links or clearly labeled main
navigation menu tabs
#3 Incentivize clients to enroll in eDelivery services
 Sweepstakes entries, rewards and environmental sustainability perks are
popular incentives.

18. CORPORATE INSIGHT THOUGHT LEADERSHIPCORPORATEINSIGHTTHOUGHTLEADERSHIP
Asset Management and Social Media: A Guide to Social Marketing
This guide looks at how asset management firms use popular social media platforms
such as LinkedIn, Twitter, Facebook, YouTube and Google+ to connect directly with
investors and financial advisors. The guide is also available as a slide deck.
The Millennial Opportunity Whitepaper
This whitepaper examines the marketing tactics, strategies and online resources
leading financial institutions are using to connect with Millennials. This is also
available as a slide deck.
Slide Deck: Apple iOS 7 Ideas for Financial Services Firms
Apple iOS 7: Ideas for Financial Services Firms explains how firms can leverage the
new features in iOS 7 to make their mobile apps more user-friendly.
Mobile Infographic: Android vs. Apple Apps Across Financial Services
Mobile Trend Infographic compares Android and Apple iOS app development across
the financial services industry.
18

19. ABOUT THE AUTHORABOUTTHEAUTHOR
ANDREW WAY
SENIOR RESEARCH ASSOCIATE
ANNUITY MONITOR AND LIFE INSURANCE MONITOR
Andrew Way is a Senior Research Associate for Corporate Insight’s Annuity Monitor and Life
Insurance Monitor research services. He has conducted extensive research on the online
platforms, customer service capabilities and technological innovations leading annuity and
life insurers offer prospects, clients and financial professionals. This slide deck is the result
of Andrew’s recent research assessing leading insurers’ electronic delivery services.
Andrew graduated from Binghamton University in 2010 and has been a member of the
Corporate Insight team since 2011.
CONTACT ANDREW:
T: 212-832-2002 x-136
E: away@corporateinsight.com
Annuity Monitor, Life Insurance Monitor and Property & Casualty Insurance Monitor are service marks of Corporate Insight, Inc.; all rights reserved. 19