Mobile Revolution
in Insurance
How to drive user adoption
Vijai Shankar
Director, Product Marketing
Agenda
 State of the Market
 Multichannel Opportunities for
Insurance
 Future of Mobility
 Company & Solution Overview
State of the Market
From Automation to Experience
Terminals
Green Screen.
Automation.
GUI
Rich client.
Client-server.
Web
Reach client.
e-Busi...
80%
of businesses will
support tablets by
the end of 2013.
Gartner, 2013
Mobile app development projects will
out number P...
State of Mobility in Insurance
• Mobility
 Slow to adopt initially but now a table stakes capability
 Over 60% provide m...
Multi-Channel
Opportunities
The value of mobile for Insurance
 Improve Customer Service Experience
 Accelerate claims processing
 Mobile quotes and...
Improve Service Experience and Increase
Revenue
Easy shopping and enrollment:
• Simplify access to policies and the
shoppi...
Empowering Agents through Mobile
Develop and pursue leads:
• Track Leads
• Manage Client Accounts
• Manage Sales Activitie...
Things to Consider
IoT
Take advantage
of inefficient
processes
Context
 Usage-based
insurance
IoT Context
 Provide insur...
Things to Consider
Reach the
unreachable
Make it hard to
leave
Improve
customer
experience
 Those who are limited
physica...
Company & Solution
Overview
• Founded in 2007
• First product released in 2009
• 1440 employees
• 425 customers
• 600% growth in past two years
(faste...
Public Cloud Managed Private Cloud On-Premises
Kony Multi-Channel Experience Cloud
Kony Development
Cloud
Kony Visualizati...
In Closing…
16
1 Mobile Insurance is Table Stakes…
2 Innovation drives Adoption
3 Think about IoT
4 Focus of User Experien...
Empowering everywhere.
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Insurance webinar june 17

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  • Key takeaways:
    Tie back to the previous slide (strategic imperatives)
    Mobile as an enabler of (1) growth (sales productivity and mobile sales) and (2) customer loyalty (improved service and satisfaction)
    The two areas that we are going to focus on are consumer facing apps and employee productivity apps

    Mobile creates new opportunities to engage your insurance customers and increase productivity of your agents. Users are used to having all the tools to manage their day to day lives from managing bank accounts to managing their exercise schedule to staying connected with their friends using their mobile phones. So they have come to expect the same convenience from their insurance providers – to empower them with an app to manage their insurance related matters.

    There are many ways that mobile has increased productivity in the workplace. As for the insurance companies, mobility agents can be significantly increase productivity with
  • Key takeaways:
    Tie back to the previous slide on consumer convenience and talk about the specific use cases that are valuable to the consumer
    Also mention the use cases that enable sell/increase revenue with the mobile channel
    These are the basic use cases that every insurance company is trying to provide for that hugely impacts customer satisfaction

    As we just highlighted, mobile improves customer experience of interacting with the Insurance company. Let’s look at some use cases: the ability of the customer to manage their policy, add vehicle/remove vehicle on mobile, the ability to capture accident details and submit claims right at the time of the accident increases sales service convenience and accelerates claims processing. But they can also pay bills and extend their coverage that improves the Insurance company’s cashflow. Another key is the ability to find an agent, get a quote and submit an insurance enrollment form that creates a convenient way to shop for the customer and a powerful new revenue source for the Insurance company.
  • Insurance webinar june 17

    1. 1. Mobile Revolution in Insurance How to drive user adoption Vijai Shankar Director, Product Marketing
    2. 2. Agenda  State of the Market  Multichannel Opportunities for Insurance  Future of Mobility  Company & Solution Overview
    3. 3. State of the Market
    4. 4. From Automation to Experience Terminals Green Screen. Automation. GUI Rich client. Client-server. Web Reach client. e-Business. Mobile Experience-first. Multi-channel.
    5. 5. 80% of businesses will support tablets by the end of 2013. Gartner, 2013 Mobile app development projects will out number PC development projects 4:1 in the next 3 years. Gartner, 2013 4:1 of US/EMEA employees choose their own tablet and smart phone for work. Forrester, 2012 68% < 3years Tablet shipments surpassed notebook and PC shipments. Mary Meeker, 2013 of US enterprises allow BYOD. FierceMobileIT, 2013 85% Number of times mobile users reach for their phones per day. Mary Meeker, Internet Trend 2013 150 of all handsets sold will be smartphones by 2016. Gartner, 201378% 25% of adults are online with 3+ devices. Forrester, 2013
    6. 6. State of Mobility in Insurance • Mobility  Slow to adopt initially but now a table stakes capability  Over 60% provide mobile capabilities for policy holders and agents in 2013 and over 70% by 2014 (Source: Novarica Report) • Benefits realized  Efficient claims processing  Better customer service and support  SFA automation 6
    7. 7. Multi-Channel Opportunities
    8. 8. The value of mobile for Insurance  Improve Customer Service Experience  Accelerate claims processing  Mobile quotes and enrollment  Develop and Pursue Leads  Upsell and Cross-sell Products  Access Client/Company Data Customer convenience and upsell Agent productivity 8
    9. 9. Improve Service Experience and Increase Revenue Easy shopping and enrollment: • Simplify access to policies and the shopping tools • Upsell of services Use cases: • Find an agent; Get quote • Submit enrollment form • Add vehicle and extend coverage Improve customer svc experience: • Increase self-service • Convenient access to account info Use cases: • Pay bills and premiums • View/Edit Insured and vehicle info Accelerate claims processing: • Manage claims process • Minimize stress Use cases: • File/Review claims • Capture/Submit accident details 9
    10. 10. Empowering Agents through Mobile Develop and pursue leads: • Track Leads • Manage Client Accounts • Manage Sales Activities Use cases: • Track/Monitor Leads in Funnel • Monitor Status of Applications/Underwriting • Manage customer appointments & events Upsell and cross-sell products: • Build Quotes • Expand Policy Ownership Use cases: • Provide Real-Time Quotes • Present New Policy Option Access client/company data: • Manage Documents • Track Compensation • Track Claims Use cases: • Research Products/Training • View Compensation/Commission • View Claims Data 10
    11. 11. Things to Consider IoT Take advantage of inefficient processes Context  Usage-based insurance IoT Context  Provide insurers with real-time info  Disaster Situations & advice – emerging opportunity Take advantage of inefficient processes  Connect customers and your company  Great platform for delivering up to the minute things  Sales  Notifications 11
    12. 12. Things to Consider Reach the unreachable Make it hard to leave Improve customer experience  Those who are limited physically  Those who are geographically far away Reach the unreachable Improve customer experience Make it hard to leave  Take advantage of things like old inventory (Sales)  Link to others where it makes sense  Learn customer likes/dislikes and behavior  Inventory of customer information such as home contents and property 12
    13. 13. Company & Solution Overview
    14. 14. • Founded in 2007 • First product released in 2009 • 1440 employees • 425 customers • 600% growth in past two years (fastest in the industry) 600+ published apps 20 million+ app users every day 1 billion+ annual user sessions Top 20 global SI partners A Leader in the 2013 Magic Quadrant for Mobile App Development Platforms
    15. 15. Public Cloud Managed Private Cloud On-Premises Kony Multi-Channel Experience Cloud Kony Development Cloud Kony Visualization Cloud Kony Management Cloud Kony Apps Cloud Customer Apps Enterprise Apps SaaS Foundation Kony Cloud Foundation
    16. 16. In Closing… 16 1 Mobile Insurance is Table Stakes… 2 Innovation drives Adoption 3 Think about IoT 4 Focus of User Experience 5 Partner with an Innovative & Proven Vendor
    17. 17. Empowering everywhere.

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