Presentation by Corporate Insight President Michael Ellison focusing on online client experience best practices offered by leading property and casualty insurance firms. The presentation focuses on client websites, mobile apps, interactive tools and login security.

1. A new look at market intelligence
Online Client Experience Best Practices
Property & Casualty Insurance Monitor
February 15, 2012
Presented by:
Michael Ellison
President, Corporate Insight, Inc.
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2. Agenda
 Introduction
 Trends
 Best Practices
 Recommendations/Parting Thoughts
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3. Who Are We?
 Research and consulting firm providing competitive
intelligence to the financial services industry
 User experience research and online best practices
 Monitor services covering financial websites since 1997
 Become the customer using personal accounts
 Custom consulting services
 Insurance focus
 Annuity Monitor (2006)
 Life Insurance Monitor (2011)
 Property & Casualty Insurance Monitor (2011)
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4. P&C Monitor Coverage Group
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5. P&C Research Topics
 Recent Reports
 Public Site Review
 Auto Quote Tools
 2012 Research Agenda
 Social Media
 Mobile Capabilities
 Policy Application Process
 Client On-Boarding Process
 Claims Analysis
 Safety Educational Resources
 Agent Locator Resources
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6. Trends in Insurance Customer Websites
 Policy info scarce
 Only 58% show coverage amounts
 Only 3 firms provide details about
cars/homes
 Only four firms include information
on discounts
 Advanced login security is rare
 Only 2 firms (16%) employ two-
factor authentication
 P&C firms lag behind banks (38%)
and brokerages (32%)
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7. Trends in Insurance Customer Websites
 Homepages stronger
 Nearly all firms display policy number
and type (renters, etc.)
 Only 50% show policy period
 OVERALL: HUGE OPPORTUNITY
FOR FIRMS TO IMPROVE
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8. Best Practice – Allstate’s Good Hands 360 Tool
 Allstate is the only firm with a tool just for clients
 Offers personalized coverage recommendations
 Asks about potential coverage needs
 Identifies insurance shortfalls and recommends products
 Could be improved by pulling information already on file
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9. Allstate’s Good Hands 360 Tool – Results Page
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10. Best Practice – Policy Timelines
 Offered by The Hartford and
Nationwide
 Provides visual representation of
policy term
 Best timeline shows claim incidents in
addition to start, current and end
dates of policy
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11. The Hartford’s Timeline
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12. Nationwide’s Timeline
 Scrollable
 Legend below
 Flash tutorial
launches on
screen
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13. Login Security
 80% of our panelists are “very concerned”
when it comes to online security
 Few firms offer security beyond standard
username/password
 Gap between client expectations and
current security offerings
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14. Best Practices – Online Security
 Amica recently added two-factor authentication with security images
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15. Best Practices – Online Security
 USAA requires a PIN number to log in
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16. Best Practice – Robust Claims Tool
 Most firms offer online claim platforms
 One firm requires users to fill out a form
housed on the public site
 One firm requires customers to call
 Mobile apps are becoming increasingly
important
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17. Best Practice – Allstate’s Claims Tool
 Offers a neat platform with progress meter
 Easy to find on public and private sites
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18. Next Frontier: Mobile
 P&C biggest representation
 Mobile claims, on-site accident support
 Life Insurance/Annuity largely quote-driven
 Often supplied by third-party
 Current leaders
 The Hartford
 Nationwide
 GEICO
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19. The Hartford
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20. Nationwide
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21. GEICO
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22. Recommendations
 List Key Policy Info on Homepage
 Policy number, period, payment status, links to
transactions and profile
 Provide Client-Only Resources
 Combine information on file with recommendations
 Offer Policy Details
 Coverage amounts, discounts, property details
 Include Access to Documents
 Summary policy, contract, welcome packet, ID cards
 90% of panelists claimed they would need two or
more of these resources
 Offer Policy Billing History
 Firms should also include automatic payment options
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23. A new look at market intelligence
Contact Us
Michael Ellison Lauren Wistrom
President Senior Analyst, P&C Insurance Monitor
212-832-2002 x106 212-832-2002 x109
mellison@corporateinsight.com lwistrom@corporateinsight.com
Chase Marshall Anneli LeFranc
Director, Business Development Research Associate, P&C Insurance Monitor
212-832-2002 x133 212-832-2002 x133
cmarshall@corporateinsight.com alefranc@corporateinsight.com
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24. A new look at market intelligence
Follow Us
– @CInsight
– www.linkedin.com/ company/corporate-insight
– www.facebook.com/CorporateInsight
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