executive summary
The insurance industry is under increasing pressure to improve customer service while cutting costs and enhancing productivity. Market and regulatory pressures have forced providers to automate and streamline business processes and improve accu-racy, while increasing competition amid declining customer loyalty has made speeding up applications and claim processing a high priority for maintaining competitive advantage.
Providers have already embraced self-service Web portals and customer relationship management sys-tems to improve customer service. But their roving agents, brokers and claims adjusters still rely to a surprising degree on manual processes, paper-based forms and field diagrams that require rekeying and scanning back at the office. This not only causes errors, it also reduces the time agents spend with customers and lengthens claims and application processes by necessitating follow-up customer visits and interactions.
The Tablet PC addresses these issues in a single portable device that agents and adjusters can take on the road. Convertible models, such as the Toshiba Portégé M400 running Microsoft Windows XP Tablet PC Edition, may be used like a traditional notebook PC (with keyboard) or as a pen-based slate by adjust-ing the display. Such a tablet combines portability, large on-board storage and wireless access to back-office systems with a large selection of available
productivity and industry-specific software. It helps claims adjusters and sales agents to:
■Close sales and claims processes with greater speed
■Make fewer follow-up customer visits and phone calls
■Fill out forms with greater accuracy ■Make fewer trips back to the office
market climate
Insurance has always been a competitive and cycli-cal market, but unprecedented challenges are forc-ing today’s providers to become more efficient and customer-centric than ever before.
High on the list of challenges is increasing com-petition, brought on by the globalization of the busi-ness environment and deregulation of the U.S. mar-ket. The ongoing introduction of new products from new market entrants and the need to respond to all competitive products in rapid fashion continue to stress the capabilities of most insurance companies. In the life insurance sector alone, the variety of new products that have been introduced (and need to be understood by sales people as well as their custom-ers) is much greater than it was 10 years ago. To dif-ferentiate themselves, top insurers increasingly real-ize the need to stress service and functionality, not just product.
Unusually high claims brought on by recent
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Tablet PCs
in Insurance
Fierce competition, increasing regulatory pressures and other
chal-lenges are driving many insurance agencies to boost speed and
ac-curacy of claims processing in order to stay ahead of the
competi-tion. Toshiba Tablet PCs with Microsoft Windows XP Tablet PC Edition
deliver the tools that agents, brokers and adjusters need to increase
productivity and deliver superior customer service.
es in hurricanes and other natural disasters have also taken a financial toll on the industry, both in terms of dollars and processing time for claims. So, too, have skyrocketing legal bills, particularly as a result of lawsuits in the United States.
Meanwhile, in a market beset by numerous state and international regulations, insurance companies are wrestling with complex federal regulations such as the Sarbanes Oxley Act and the USA Patriot Act in the United States, and Solvency II in Europe. These are forcing insurance companies to invest in stricter internal controls, enhance security and automate more business processes. All of this puts added pres-sure on field workers to be more responsive, efficient and productive.
To their credit, many insurers are focusing on core
system enhancements and enterprise architecture reengineering to automate manual work. Still, much of the industry remains paper based, human inten-sive and operationally inefficient. Many manual pro-cesses still in place between field workers and central operations can lead to a sub-optimal experience for insurance customers. For example, those accustomed to receiving instant gratification on the Internet may be frustrated by the traditional industry approach to underwriting, policy issuance and administration. In fact, a study by Accenture found that fast processing of claims was a much better indicator of customer loyalty than settlement amounts.
the challenge
While insurance providers have embraced a number of Internet-era customer service innovations, many agents and adjusters still fill out forms and draw and annotate field diagrams on paper. Each of these docu-ments must be rekeyed or scanned back in the office, resulting in unnecessary delays and errors. Rather than spend most of their time with customers, field workers often return to the office to submit claims, research regulations or gather additional customer information. Typically, they finalize the claims pro-cess by making follow-up phone calls or additional customer visits to verify information and answer any questions that come up.
These delays not only lead to customer dissatis-faction and complaints, but sometimes costly law-suits and additional costs from damaged property problems that multiply over time—a condition known as “claims creep.”
Providers are challenged to come up with ways to streamline and automate applications and claims processes, while enabling agents, brokers and ad-justers to spend more time with their customers and close more sales and claims in less time.
the solution: toshiba tablet pcs
with windows xp tablet pc edition
Like any mobile users, agents and adjusters can ben-efit greatly from notebook computers, handhelds, e-mail and remote access to the home office network. But nothing provides as complete a solution for the challenges agents and adjusters face as the Tablet PC, together with an operating system and applica-tions that harness its capabilities.Convertible Tablet PCs such as the Toshiba Por-tégé M400 combine a conventional keyboard and standard notebook features with a display surface • Easy to take on the road and carry to meetings
and sales calls with customers
• Can capture information in remote locations for upload later
• Can take digital forms, documents, photos, drawings, maps and even entire databases with you
• Can display entire pages of forms or graphics for meaningful interaction with customers.
• Convertible screen operates with both pen and keyboard input
• Captures signatures, annotations, and written text as well as keystrokes
• Facilitates easy document annotation
• Can draw maps and diagrams directly on screen • Converts input to machine-readable text • All Microsoft Office 2003 applications support
digital ink
• Accurate, single point of data entry • Reduces errors and inefficiencies
• Saves time and money, as claims and application processes are completed faster
• Immediate access to customer policy information and current regulatory information
• Claims can be submitted and processed without returning to the office
• Toshiba Portégé M400 includes a fingerprint reader for added device security
• Uses industry-standard encryption methods to protect customer privacy
• Minimal training required
• Easy application development and integration with back-end systems
Feature Benefit
tablet insurance benefits of a tablet pc
Lightweight and portable
Large hard disk
Multifunction display
Digital ink capability
On-screen forms Real-time information and database access via wireless connections Secure and private
Enhanced version of Microsoft Windows
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that can double as a digital slate for capturing hand-writing, drawings and “gestures”—strokes of the pen that activate specific actions. Tablet PCs can convert handwriting into machine-readable text that can be incorporated into Microsoft Office documents or dig-ital forms such as those based on ACORD, the insur-ance industry’s nonprofit standards developer. The machines can even accept voice dictation.
Hardware advantages. The latest Tablet PCs from Toshiba compare favorably with conventional note-books for lightness, ergonomics, computing power and battery life and have full wireless capability, in-cluding Bluetooth. They come with rotating displays for added flexibility as well as sharing data easily, in-cluding presentations, photographs, maps and field diagrams.
Higher-end models include plenty of storage for everything from classic Microsoft Office documents (each of which can be annotated on screen, just like paper) to entire databases that agents in the field can update when they synchronize with back-office systems. PC card slots and USB ports allow users to easily hook up digital cameras and printers for printing documents (including claims checks) while traveling.
Communications advantages. When agents need access to corporate systems, most Toshiba Tablet PCs provide built-in Wi-Fi to connect to the Web from branch offices or public and private hotspots. Those who require more flexibility and wider access to wireless Internet connectivity can add an
Evolu-tion-Data Optimized (EV-DO) wide-area wireless (WWAN) modem card from companies such as Veri-zon Wireless, Cingular, Sprint, and, in the near future, T-Mobile. In June 2006, Toshiba started offering a built-in EV-DO WWAN modem with service provided by Verizon Wireless on notebook computers such as the Portégé M400 Tablet PC.
Software advantages. Toshiba Tablet PCs run an enhanced version of Windows XP called Microsoft Windows XP Tablet PC Edition, which includes specif-ic extensions for the tablet. Agents can run their fa-vorite Windows applications and many (including all Microsoft Office 2003 programs) will accept stylus input without modifications. Annotations are layered on top of the original document so that the original can be saved and reused in its pre-annotated state.
Productivity applications that ship with Toshiba models, such as Microsoft OneNote and Microsoft Journal, let users take and organize notes with a sty-lus much the way they would using a regular note-pad. This eliminates the notebook’s upturned display and keyboard noise that some people find disruptive during meetings, yet it lets users store and e-mail handwritten notes and convert them to searchable, machine-readable text. OneNote can also be used with the stylus to annotate scanned maps, photos and other field documents often needed for insur-ance purposes.
Since the Tablet PC runs the full suite of Windows applications, familiar tools are used to answer e-mail, create letters and presentations, and import customer data into a spreadsheet. Training require-ments are minimal, as users typically are already comfortable with Windows XP.
Integration advantages. Application develop-• For reliable access to corporate systems when Wi-Fi is not
available
• For filling out insurance forms by typing or writing directly on screen with digital ink
• To capture pictures of policy holder property or vehicle damage
• For printing out customer documents and checks • When taking digital dictation
• For converting oral notes to text
• For creating and reading digital documents
• For syncing calendar, contact and task lists with Microsoft Outlook
Tool What It Does
how tablet pcs dress for success
3G modem card and service Digital forms applications Digital camera Portable printer Noise-canceling headset Speech recognition software Adobe Acrobat Bluetooth mobile phone
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selecting the right hardware
The Toshiba Portégé M400 contains several features that are particularly well suited to the demands of pharmaceutical sales. ■ Bright, high-resolution 1400 x 1050 color display ■ Hinge allows convertible display to quickly transformfrom notebook to Tablet PC mode
■ Docking feature for quick office “ins and outs” ■ Wi-Fi and Bluetooth connections
■ Long battery life
■ Microsoft OneNote application included ■ Intel Centrino dual-core processor option
ment and integration with back-office applications is straightforward, via the Microsoft .NET platform and tools. Information stored in Tablet PC forms can be transmitted back to central database servers in XML format. From there, the data can be accessed by workflow and analytics applications. This helps com-panies streamline business processes and improve efficiencies.
insurance-specific benefits
Insurance providers can take advantage of the grow-ing number of insurance-related applications and ac-cessories that have been released since the first Tab-let PCs debuted more than four years ago. Many of these packages provide direct benefits and address specific challenges producers and adjusters face.
Digital forms. First and foremost are applications that let agents use digital forms to complete appli-cation and claims processing on the road, often in a single customer visit. Many insurance companies take advantage of Microsoft InfoPath 2003 to con-vert paper forms into digital versions that accept pen input and leverage XML to integrate with back-office systems. Other digital forms applications of interest to the industry are available from third-party suppli-ers such as Design Univsuppli-erse and Active Ink Software. Time savers. Agents can also use tablets to draw and annotate diagrams, maps, and digital photos tak-en in the field and thtak-en use a wireless connection to transmit them instantly to the relevant staff or back end-systems for processing. They can also access customer policies, car parts databases, cost estimat-ing applications, and regulatory information instantly and even print claims checks—all in a single visit.
Several insurance-specific applications are avail-able for Tavail-ablet PCs that can shave time from many labor-intensive field activities. For example, mobile insurance client software from Symbility Solutions is designed to help claims adjusters save time col-lecting information at accident scenes. The software utilizes portable range finders from Disto and point-and-click measurements to help users automatically create accurate, digital diagrams. ESRI’s Mobile Arc-GIS software is another industry timesaver that of-fers GPS capabilities and the ability to attach anno-tations, diagrams, and notes to a specific geographi-cal location.
In cases such as auto accidents, where customers visit a claims processing center for resolution, ad-justers can use Tablet PCs to spend more time in the garage or lot investigating the claim and interacting
with the customer directly, rather than having to go back to the office to input and collect information. This prevents the “disappearing agent” syndrome known to frustrate customers already stressed by accident trauma and lost work time and mobility. While speaking directly with a customer, adjusters can use voice dictation and digital ink to take notes on screen and fill out claims forms and access back-end systems over wireless connections.
Greater accuracy and privacy. There is no need for rekeying or scanning as the information is input directly into the system. This speeds up business pro-cesses and reduces input errors dramatically. Insur-ance applications from vendors such as Accenture and Symbility along with forms applications developed in InfoPath can even detect and correct operator input errors as the agent or adjuster is making them.
Sarbanes Oxley regulations place a premium on safeguarding and restricting access to sensitive data inside an organization. As added safeguards, the Toshiba Portégé M400 is equipped with a fingerprint reader and the Trusted Platform Module chipset, which verifies user identity and handles encryption. Additional security is available via a digital token card or a motion-sensitive alarm. Together with op-erating system security features and encrypted vir-tual private networking connections with back-end servers, the Portégé M400 meets or exceeds regula-tory requirements.
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from claim to check in a single visit
Tablet PCs can make quick work of the generally time-consuming claims process.1.Client arrives for prescheduled appointment.
2. Adjuster takes Tablet PC out to client’s car with relevant claim form. Claim form is already partially filled in. 3. Adjuster greets client, inspects vehicle, takes digital photos.
4. Adjuster downloads photos to Tablet PC via USB, annotates them with digital stylus, and drags them into customer’s claim file.
5. Adjuster asks client relevant questions about accident and enters answers orally using headset and voice recognition software.
6. Adjuster completes digital claim form with customer and submits it wirelessly to the server.
7. Server processes application and sends back a report. 8. Adjuster prints report and claims check and hands both
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future initiatives
Compliance is playing an increasingly major role in insurance business processes. As state and federal regulations get more numerous and complex, pro-ducers and adjusters find themselves spending more time researching and applying rules that change al-most daily, often at the expense of customer time.
Insurance application developers are now working to incorporate these changes instantly and automat-ically into their software, allowing users to navigate relevant insurance regulations much as tax software leads you through the tax process today. Alerts will
also be used to warn sales agents of impending regu-latory deadlines as they step prospects through ap-plications. Many of these packages will allow provid-ers to incorporate their own rules, procedures and best practices as well.
The Tablet PC is a powerful, versatile platform that already fits the needs of the insurance industry well. Providers that embrace these benefits are poised to see dramatic effects on efficiency and competitive advantage that will likely increase as the platform continues to mature and more features and benefits become available. ■
© 2006 Toshiba America Information Systems, Inc. All product, service and company names are trademarks, registered trademarks or service marks of their respec-tive owners. Information including without limitation product prices, specifications, availability, content of services, and contact information is subject to change without notice. About Toshiba America Information Systems, Inc. (TAIS) Headquartered in Irvine, Calif., TAIS is comprised of four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, and Telecommunication Systems Division. Together, these divisions provide mobile products and solu-tions, including industry leading portable computers; projectors; imaging products for the security, medical and manufacturing markets; storage products for auto-motive, computer and consumer electronics applications; and telephony equipment and associated applications. TAIS provides sales, marketing and services for its wide range of information products in the United States and Latin America. TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation, which is a global leader in high technology and integrated manufacturing of electrical and electronic components, products and systems, as well as major infrastructure systems. Toshiba has worldwide sales of over $54 billion and approximately 300 subsidiaries and affiliates worldwide. For more informa-tion visit the company’s Web site at www.toshiba.com. About Microsoft Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential. Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.