Mobile Technology for Insurance Survey Results

FIRSTBEST
SURVEYS
Copyright (c) 2006-2015 FirstBest Systems, Inc. | All Rights Reserved

MOBILE TECHNOLOGY
FOR INSURANCE
Survey Results
Fall 2011

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
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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

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.

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%)
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

Carrier: Top Utilization Times
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.

Carrier: Device Preferences
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

Carrier: Key Mobile Use
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.

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

Agent: Top Times
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

Agent: Device Preferences
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

Agent: Key Uses
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.

© 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.
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Bedford, MA 01730
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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