The Co-operators Life Insurance Company has implemented e-signatures for various insurance applications and processes over multiple phases: Phase 1 included adding e-signatures to web-based applications for individual insurance and some wealth products, with a target launch of Q3 2016. An initial direct mail campaign launched in January 2014 provided an online application option with e-signature. A simplified issue process for advisors launched in September 2014 also included limited e-signature capabilities. Future plans include a direct-to-consumer platform for simple products targeting a Q3 2017 launch, as well as replacing desktop applications with a new web-based system enabling e-signatures for all forms.

1. E-Signatures
at The Co-operators
Joan Baron

2. Proof of
Concept
Simplified
Issue
Phase 1
Web based
e-app, all
forms
Direct Mail
With online
option
Direct To
Consumer
Introduction
• The Co-operators Life Insurance Company
• Program Director, 4 projects involving e-signatures for Individual
Insurance and in some cases wealth products:

3. Web based e-app, all forms e-sig enabled,
E-sig, remote e-sig, med vendor, policy changes,
and other improvements Target Q3, 2016
E-Signature Projects at Co-operators Life
Direct Mail campaign with option for on-line
application with e-signature
Launched January, 2014
Simplified issue with advisors, with limited e-sig
Launched September, 2014
z
Direct to Consumer, simple products with
minimal underwriting, that can quote and
bind online Target Q3, 2017

4. Why E-Signatures?
• The use of e-sigs was initially driven at an enterprise level by IT
• Important to have the same e-sig process across the group of
companies
• In 2013, we viewed e-sig as a differentiator which was foundational
to other key initiatives such as D2C and straight thru processing
• IT and the Advisory Group participated in research, vendor
presentations and a proof of concept with 2 leading vendors
• Requirements:
– Vendor independent e-signature process, to preserve flexibility
– Software as a Service

5. How did we implement (to address integration risks)
• E-Signature as a vendor independent enterprise-level shared
service
Corporate Network
E-Signatures – Service Interface Pattern
E-Signature
Service
Consumer
CGL
E-Signature
Service
SOAP web services and
RESTful service
interface to vendor
RESTful services that
includes message
transformation logic
Other Vendor
E-Signature
REST Service
Silanis
E-Signature
REST Service
Other Vendor
JSON Message
Silanis
JSON Message
CGL E -Signature
JSON Message
CGL E -Signature
SOAP Message

6. Risks and mitigation
• Legal implications
– Looked at relevant laws in our jurisdiction
– Legal counsel worked closely with business teams
• Customer reaction
– Possible low acceptance.
• Additional scope for integration
– Integration / development beyond e-signatures
– Need to consider end-to-end digital process

7. Benefits
• We found the following benefits:
– A cleaner review process for the client
– Reduced transmission time for the app
– Reduced back office effort to scan and index paper forms and
signature pages
– Using less paper contributes to sustainability
– e-signatures have arguably stronger security and legal value
than a wet-ink signature

8. E-Signatures for Direct Mail
• Launched January 2014
• Web-based portal for Accidental Death and related products.
• Potential clients receive a letter which invites them to fill in the
enclosed form or go to the portal with a personalized URL. The
campaign targeted the older demographics.
RESULTS:
• 21% adoption rate
• saves us time as the info is in good order when it arrives
• Back office no longer has a backlog to process
• Less than 2% opt out rate

9. E-Signatures for Simplified Issue
• Launched September 2014
• E-signatures added to our existing e-app for major products and
major forms.
• 47% uptake in last 6 months.
• Training and Communication via Webex, Webinars and in-person
Seminars.
• No sandbox on initial launch.
• SO these are good results, Right?

10. Web based E-Signatures
• In development
• Our existing desktop based e-app will be replaced by a web based
software as a service e-app
• E-signatures and remote e-signatures will be available for ALL.
• We expect this project will drive the e-signature uptake to 80% or
higher
• In addition to webinars and demos, a sandbox will be provided for
the advisors to practise before working with a client.

11. Q&A