Mobile Technology for Insurance Survey Results

2. MOBILE TECHNOLOGY FOR INSURANCE Survey Results Fall 2011

3. Table of Contents 3 Mobile Technology for Insurance The Survey Carrier Response Carrier Top Mobile Tasks Carrier Top Utilization Times Carrier Device Preference Carrier Key Mobile Use Agent Response Agent Top Mobile Tasks Agent Top Utilization Times Agent Device Preference Agent Key Mobile Use About FirstBest FirstBest Suite Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved 4 5 6 7 8 9 10 11 12 13 14 15 16 17

4. Mobile Technology for Insurance Survey Results 4 There is no doubt that we live in a mobile age, but where does the insurance industry stand with regard to real‐life business application of the technology? How does the industry want to use it in the future? FirstBest Systems found that the commercial insurance sector is poised to make extensive use of mobile technologies while away from the oﬃce. FirstBest’s 2011 survey, conducted at the Market Scout Entrepreneurial Insurance Symposium, reported that 85% of underwriters would benefit from mobile access, and 75% feel that mobile would help provide faster responses and better service to customers. 67% would like to prevent work buildup while out of the oﬃce. The following pages provide further details of the survey findings. FIRSTBEST EXPLORES THE COMMERCIAL INSURANCE SECTOR TO EXAMINE THE DEMAND AND APPLICABILITY OF MOBILE TECHNOLOGY AS IT RELATES TO THEIR BUSINESS Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved

5. 41% 59% Agency Carrier, MGU The Survey FirstBest Surveyed P&C Commercial Insurers 5Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved To gain insight and assess the impact of mobile technology on the insurance industry and the ways that insurance professionals would like to use mobile technologies, FirstBest surveyed insurers at the MarketScout Entrepreneurial Insurance Symposium in September, 2011. FirstBest received over 100 survey responses representing more than 95 organizations. The survey questions encompassed more than an assessment of device usage; it included insight to the anticipated benefits of mobile underwriting.

6. CARRIER / MGU RESPONSES

7. Carrier: Top Mobile Tasks 7 Users indicated that these tasks are most common for mobile underwriting:  Look up customer information from anywhere (83%)  Check the status of an application (75%)  Show information to my client (75%) Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved Tasks You Would Like to Perform on the Mobile Device* 10% 40% 42% 46% 54% 54% 54% 56% 58% 62% 83% Other Start a New Insurance Application Reserve the Market/Perform Clearance Bind a Policy Enter a New Client Refer the Application to Another Review a Referral Check the Status of a Claim Show Information to My Client Check the Status of an Application Look up Customer Information from Anywhere *Respondents asked to choose up to 3

8. Carrier: Top Utilization Times 8Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved Times You are Most Likely to Use the Mobile Device When Away From Your Desk?* Users indicated that they were most likely to use a mobile device at these times: • While traveling for business (80%) • While at home (64%) • While visiting a client (60%) 27% 53% 53% 53% 60% 64% 80% While Commuting to and from Work While on Vacation Anytime I'm Away from My Desk Anytime I'm Away from My Office While Visiting a Client While at Home While Traveling for Business *Respondents were asked to choose up to 3 times.

9. Carrier: Device Preferences 9Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved Device On Which You Would Prefer to Perform Tasks (Other than Phone Calls) • 46% prefer a tablet. • 34% prefer a smartphone. • 23% prefer a laptop. 46% 34% 23% 0% Tablet Smartphone Laptop Computer Other

10. Carrier: Key Mobile Use 10Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved Mobile Device Would Help with….* The Goals Most Indicated Among the Six Options Were: • Accessing information from anywhere (89%) • Provide better service to customers (75%) • Provide faster response to my customers (75%) 44% 47% 67% 67% 75% 75% 89% Obtain Faster Responses from My Company Keep on Top of My Book of Business Prevent a Buildup of Work While I'm Away from Office Resolve Issues Immediately Provide Faster Response to My Customers Provide Better Service to My Customers Access Information from Anywhere *Respondents were asked to select all that applied.

11. AGENT RESPONSES

12. Agent: Top Mobile Tasks Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved 12 Tasks You Would Like to Perform on the Mobile Device* Users indicated that they were most likely to perform the following tasks on a mobile device: • Look up customer information from anywhere (80%) • Show information to my client (66%) • Start a new insurance application (66%) *Respondents were asked to choose up to 3 tasks. 3% 31% 37% 49% 51% 54% 54% 57% 66% 66% 80% Other Refer the Application to Another Review a Referral Check the Status of an Application Bind a Policy Enter a New Client Check the Status of a Claim Reserve the Market/Perform Clearance Start a New Insurance Application Show Information to My Client Look up Customer Information from Anywhere

13. Agent: Top Times Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved 13 Times You are Most Likely to Use the Mobile Device When Away from Your Desk?* The time most likely to use a mobile device indicated among the seven options were: • While traveling for business (87%) • While on vacation (74%) • While at home (61%) *Respondents were asked to choose up to 3 times 32% 55% 55% 61% 61% 74% 87% While Commuting to and from Work Anytime I'm Away from My Desk Anytime I'm Away from My Office While Visiting a Client While at Home While on Vacation While Traveling for Business

14. Agent: Device Preferences Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved 14 Device On Which You Would Prefer to Perform Tasks (Other Than Phone Calls) • 42% prefer a tablet. • 24% prefer a smartphone. • 17% prefer a laptop. • 17% prefer other means. 42% 24% 17% 17% Tablet Smartphone Laptop Computer Other

15. Agent: Key Uses Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved 15 Mobile Device Would Help with….* Agents indicated that these goals are their most common for mobile underwriting: • Provide faster response to my customers (95%) • Access information from anyplace (89%) • Provide better service to customers (81%) • Resolve issues immediately (81%) 54% 65% 65% 81% 81% 89% 95% Keep on Top of My Book of Business Obtain Faster Responses from My Company Prevent a Buildup of Work While I'm Away Resolve Issues Immediately Provide Better Service to My Customers Access Information from Anyplace Provide Faster Responses to My Customers *Respondents were asked to select all that applied.

16. © 2015 FirstBest Systems | All Rights Reserved FirstBest is the #1 provider of underwriting workstations for property and casualty insurance companies. Built by underwriters for underwriters, the award-winning technology of FirstBest uniquely delivers speed, collaboration, and data-powered decisions. With FirstBest solutions, commercial, specialty, and workers’ compensation insurers make better underwriting decisions that rapidly grow their business. ABOUT FIRSTBEST FREE DOWNLOAD Click here to download a copy of this e-book:

17. Agents, BrokersUnderwriting Teams FirstBest Suite Strategic Technology for Risk Intelligence, Workflow Efficiency, and Profitable Growth Underwriting Workstation Mobile Underwriting Configuration Tools Underwriting Analytics ACORD Form Processing Agent Portal FirstBest UMS® FirstBest UMS Mobile™ FirstBest BA Studio™ FirstBest Insight™ FirstBest AppReader™ FirstBest Agent ™ 17Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved

18. FirstBest Systems, Inc. 213 Burlington Road Bedford, MA 01730 888.863.6095 FirstBest and FirstBest UMS are registered trademarks of FirstBest Systems, Inc. FirstBest Suite, FirstBest UMS Mobile, FirstBest BA Studio, FirstBest Agent, FirstBest Insight, and FirstBest AppReader are trademarks of FirstBest Systems, Inc. ©2006-2015 FirstBest Systems, Inc.

Mobile Technology for Insurance Survey Results

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Mobile Technology for Insurance Survey Results