The Kofax Solution and its Impact on Insurance

Impact Insurance
How Carriers are Leveraging Customer Driven Processes to
Drive Revenue Growth, Profitability and Compliance

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Copyright©2012,Kofax,Inc.Allrightsreserved.
CONTACT
Index
Impact: Insurance.................................................................... 3
Key Insurance Challenges....................................................... 4
The Kofax Solution.................................................................. 5
Customer Engagement........................................................... 7
Operational Efficiency............................................................. 9
Regulatory Compliance..........................................................11
Conclusion.............................................................................. 13
Valued Customers................................................................. 14
Contact................................................................................... 16

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Impact: Insurance
Deliver Maximum Impact
Insurers in every market are seeking new formulas for success.
The goal:To deliver maximum impact on those critical aspects of the business that
drive growth, profitability, and customer loyalty.
Customer Engagement
Energize and enrich customer relationships with world-class responsiveness,
transparency and proactive communications. Drive customer satisfaction by arming
agents and reps with authoritative, real-time information.
Operational Efficiency
Cut overhead by turning document management and information workflow into a
fast, accurate, touch-less process from start to finish. Make faster, better decisions
with instant access to data and documents from anywhere in your enterprise.
Regulatory Compliance
Secure your critical documents and information with a unified content system that
minimizes human touch-points and the risk of data breaches. Ensure compliance
with built-in workflows and secure, efficient archiving solutions. And stay current
with fast-changing regulations with flexible solutions that are easily updated.
Today’s insurance CIO faces the demand to support growth
and profitability, increase focus on the customer, and develop
new data capabilities to support regulatory demands and
other business imperatives.
“ “
David Hollander, Ernst & Young
October, 2012

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Key Insurance Challenges
An Evolving Landscape
Insurers are facing an array of tough new pressures.
Many are dealing with a radically changing marketplace driven
by intense competition, an empowered consumer and massive
regulatory mandates.
An Unpredictable Market
Many businesses — and insurers in particular — are grappling
with unprecedented global catastrophes and economic
volatilities that have rocked their bottom lines.
A Perfect Storm
A radically changing workforce combined with a newly
empowered, tech-savvy consumer whose loyalty is no longer
assured is creating a perfect storm of market forces – one that
challenges insurers’ profitability, growth, and brand loyalty like
the industry has never experienced before.
Global Catastrophes
Changing Workforce
Economic Uncertainty Regulatory Compliance
Technology Consumerization
Profitability
6Increase Revenue
Reduce Expenses
Maintain Compliance
PROFITABILITY

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The Kofax Solution
Move Confidently into the Future
The good news is there are abundant opportunities for insurers to seize a competitive advantage by embracing smart, innovative
strategies.That’s why more and more insurers are adopting enterprise capture technologies from Kofax to move confidently
into the future.
Accelerate Your Information Management
Kofax empower carriers to manage information with unprecedented speed and accuracy – and harness it in new ways to drive
growth and profitability. With Kofax Capture Enabled Business Process Management, insurers are seizing the initiative by
delivering outstanding customer service, ultra-efficient claims processing,
creating greater business insight and total regulatory compliance.
Leverage the Power of Mobile and Web Portal
The Kofax difference starts with capturing documents at the Point of Origin™ --
and then extracting and classifying information with error-minimizing technologies.
And now with Kofax Mobile Capture, you can use smartphones and tablets to
capture documents anywhere your customers and agents roam.

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Kofax Capture Enabled Solution
A Powerful Capture Integrated BPM Solution
With Kofax’s Capture Enabled BPM, organizations can
automatically capture, classify, extract and validate information
through a touchless process – and then insert the right
information into their business processes, applications, and
content repositories. Kofax’s best-in-class platform manages
every type of document, including paper forms and records,
faxes, emails, texts, Web downloads, and more.
Energize and Enrich Customer Relationships
by merging information from every channel and proactively
communicating with customers, patients, and partners.
Drive Customer Satisfaction
by arming you agents and customer service reps with
authoritative, real-time information on any customer query.
Reduce Typical Application Processing
Attract New Business
with world-class responsiveness – from onboarding to inquiries to claims processing
enabling faster response to new business opportunities.

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Impact: Customer Lifecycle
NEW BUSINESS
& Underwriting
CLAIMS
Management
CUSTOMER
Service
THROUGH BETTER
CLIENT ENGAGEMENTSACROSS THE ENTIRE
CUSTOMER LIFECYCLE
accuracy
speed
responsiveness
transparency
security
IS UNIQUELY POSITIONED TO HELP
INSURANCE CARRIERS DRIVE
REVENUE GROWTH
KOFAX

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Impact: Customer Engagement
The Power of Customer Experience
A modest improvement in customer experience at a $10 billion insurance carrier will increase customer loyalty
and boost revenue by approximately $298 million and just a 1% increase in customer retention increased annual
premiums by $1 million. Source: Forrester Research, February 17, 2010
Maximize the Customer Experience
While products and pricing still matter, what increasingly
attracts and keeps customers are their personal experiences
with insurers at key points in the relationship. Kofax is helping
carriers jump ahead of the curve with solutions specifically
engineered to enhance the customer experience.
Develop a Long-Term Relationship
Our solutions build customer satisfaction and loyalty with
greater claims-process speed and transparency. We improve
customer interactions by equipping agents with all the
documents and evidence they need to answer queries with
authority.
A Relationship ofTrust
We help insurers build trust and loyalty by reaching out to
policyholders with automated notifications and providing
convenient, online access to claims and policy information.
CHALLENGES
responsiveCUSTOMER SERVICE
greaterCUSTOMER SATISFACTION
growingCONSUMER EMPOWERMENT
switchingCARRIERS IS EASY
tech-savvy& INFORMED CONSUMER
RESULTS
lowerATTRITION RATES

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Impact: Customer Engagement
Ecclesiastical Insurance Group
Ecclesiastical is a specialist insurance and financial services company specialising in
charity insurance , education insurance , heritage insurance and care insurance
alongside a range of other insurance and financial services products.
“75% of our users believe
[capture and BPM] help them
provide a more consistent
level of service to customers.”
David Green,
Program Manager,
Ecclesiastical
SITUATIONTHE COMPANY EXCEEDED ITS
CAPACITY TO MEET
CUSTOMER
EXPECTATIONSAND ADAPT TO THE
INDUSTRIES RAPIDLY
CHANGING BUSINESS MODEL
New entrants and a soft market
puts pressure on rates & margins
SOLUTION
RESULTS
quick &
intuitive
USERS RAPIDLY EMBRACED
THE SYSTEM
Reduction in Task
Allocation Time
5x
Kofax Capture™
— New Business/Underwriting
Reduced costly &
inefficient manually
intensive processes by
60%providing significant
capacity for growth

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Impact: Operational Efficiency
Powering Efficiency
A major North American insurer more than doubled the productivity of its claims processing staff with Kofax capture
enabled BPM and a major U.S.-based insurer says that deploying Kofax document-automation technologies will enable
it to sustain its rapid expansion into China.
Next-Generation Enterprise Capture and BPMTechnology
As insurers address sweeping industry wide changes, they
are turning their focus toward re-engineering the enterprise to
achieve new cost efficiencies in claims processing workflow
and other core business functions.That’s why more insurers
are taking a closer look at next-generation enterprise capture
technologies specifically designed to speed workflow
processing, improve accuracy, and cut costs.
Accurate & Better Decisions Faster
With Kofax, insurers are dramatically cutting overhead by
turning document management into an accurate, touch-less
process from start to finish. They are seizing more business
opportunities by giving agents and sales teams the right
information at the right time. And they are making faster,
better decisions.
CHALLENGES
automatedINDEXING & ROUTING
reducedMANUAL PROCESSING
increasedACCURACY
slowRESPONSE TIME
costlyPROCESSING ERRORS
agingWORKFORCE
RESULTS
fasterPROCESSING
improvedCOMPLIANCE MANAGEMENT
increasingVOLUMES
higherLABOR COSTS

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Impact: Operational Efficiency
Allianz Insurance & Asset Management
The Allianz Group is one of the leading integrated financial services providers world-
wide. With 142,000 employees worldwide, the company serves over 78 million
customers in more than 70 countries.
“The results speak for
themselves: faster and more
transparent processes, lower
costs, satisfied suppliers,
and an always up-to-date
view of the company’s
cash-flow situation.”
Sven Rossbach, CEO & COO
Allianz Business Services
SITUATIONTHE COMPANY RECEIVES
OVER 100K DOCS PER MONTH
50k CLAIMS
60k EMAILSWITH COVERAGE OF UP TO
8LANGUAGES
Manual processing of documents
weakened competive position
SOLUTION
RESULTS
increased
productivity
IN THE BUSINESS OVERALL Achieved Higher
Validation Rates
Kofax Capture™
— Customer Service
— Digital Mailroom
Reduced processing
time from 4 DAYS
6to just a few hours

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Impact: Regulatory Compliance
Improved Compliance
Kofax Transformation Modules provide a controlled IT-based framework for gathering sensitive customer data as
soon as it enters an organization and delivering it quickly into a secure repository. Powerful data validation capabilities
ensure that the data is correct and that content retention and security policies can be applied more reliably.
Regulations and Consumer Protections
Compliance has emerged as a critical business imperative for
insurers. Whether it’s the maze of U.S. legislation known as
Healthcare Reform, the E.U.’s Solvency II initiative or other
regional set of requirements insurers are seeking ways to turn
the burden of regulations and consumer protections into a
competitive advantage.
Meet Requirements and Minimize Risk
With Kofax, healthcare and other insurers are meeting
compliance requirements and minimizing risk with touchless
information workflows and securing critical documents with a
unified, fully protected content system.
Cost-Saving Solution
Studies show that insurers can reduce errors by 80% or
more by automatically extracting, classifying and validating
claims using Kofax enterprise capture solutions. Carriers
are also protecting against fraud, double payments and lost
documents with seamless information transfer between
business applications.
CHALLENGES
reducedHUMAN TOUCH POINTS
automatedARCHIVING
everchangingREGULATIONS
regional
timely
RESULTS
adaptability
REQUIREMENTS
AUDIT RESPONSE TO CHANGING REGULATIONS

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Impact: Regulatory Compliance
Aviva
Aviva is a multinational insurance company headquartered in London. It is the sixth
largest insurance company in the world measured by net premium income and has
around 43 million customers across 21 countries.
“There hasn’t been a single
case of confidentiality
breaches. We are cutting
this risk substantially.”
Hema Jayaseelan,
Document Management,
Manager.
SITUATION
RAPID
GROWTHOF CLIENT BASE AND
PRODUCT PORTFOLIO
VOLUME PUT CUSTOMER
SERVICE LEVELS AT RISK
Company faced growing burden of
insurance and financial regulations
SOLUTION
RESULTS
Singapore
EvidenceAct
AWARDED CERTIFICATION Cost Reduction
8x
Kofax Capture™
— Customer Service
— Digital Mailroom
Better customer service
through improved
SPEEDaccuracy, security and
responsiveness

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Conclusion: The Way Forward
New Strategies for a New Marketplace
In a marketplace defined by choosier customers, tougher regulations, and profit pressures, insurance companies are concentrating
their investments in strategies designed to transform the customer experience, streamline compliance programs, and boost the
bottom line.
Meeting the Challenges Ahead
With its best-in-class enterprise capture solutions, Kofax enables insurers to meet the challenges ahead with touch-less
information flows that drive world-class customer service, reduce cost and risk, increase sales efficiency, and consistently meet
regulatory mandates.
Putting Kofax Solutions to Work
The proof of our value is in the success of customers. As shown in the following
pages, many of the world’s most successful and faster growing insurance
companies rely on Kofax to take on the future with confidence.

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Our Valued Customers
of the TOP 12 P&C INSURERS1
7 7
of the WORLD’S 10 LARGEST INSURERS2
of the TOP 21 LIFE INSURERS1
11

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CONTACT
Contact
UNITED STATES
Kofax, Inc.
Headquarters:
15211 Laguna Canyon Road
Irvine, CA 92618-3146
General inquiries:
+1 949 783 1000
UNITED KINGDOM
Kofax UK Ltd.
1 Cedarwood
Chineham Business Park
Basingstoke, Hampshire
RG24 8WD
General inquiries:
+ 44 (0) 870 777 3767
1. Customer Experience Index 2010: Insurance Providers, Forrester Research, February 17, 2010
2. American Customer Satisfaction Index, quoted in “Insurance Providers: Improving Customer Retention through the Contact Center” white paper by Jacada, 2008
3. Insurance Technology - CRM in Global Insurance, Datamonitor, 2008; quoted in “Insurance Providers: Improving Customer Retention through the Contact Center” by Jacada, 2008
4. A study by the Wharton School cited in Eight Strategies for First Rate Customer Service, Cisco Innovators, www.cisco.com, January 2008
5. “Enabling Seamless Service Across the Enterprise,” Doug Smith, VP Globalization, Service & Administration, Unum, IASA Executive Education Roundtable Series, May, 2011
6. Financial Services Customer Experience Survey, Maritz, 2008. (quoted in “Insurance Providers: Improving Customer Retention through the Contact Center” by Jacada, 2008)
1
Ranked by market cap. AM Best June, 2011
2
Ranked by non-banking assets, AM Best Jan, 2012

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