FirstBest Insurance Carrier Mobile Priorities Survey Reveals Importance of
Customer Service and Responsiveness
BEDFORD, Mass., May 23, 2013
BEDFORD, Mass., May 23, 2013 /PRNewswire/ --There is no doubt we live in a
mobile age, but where does the insurance industry stand with regard to
real‐world business application of mobile technologies? And how does the
industry want to use mobile in the future? A recent study performed by
FirstBest Systems, provider of collaborative underwriting systems for global
insurance carriers, revealed carrier smartphone and tablet use has increased
since the Company conducted a similar survey in 2011. Findings also indicated
that insurers are shifting mobile use from basic job convenience to truly
delivering better and faster customer service from anywhere, at any time.
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The FirstBest Mobile Technology for Insurance Survey revisited questions asked
of the insurance industry two years ago to assess current trends and changes
in usage.The survey encompassed 55 respondents, representing approximately 45
carriers and MGUs.Eighty two percent of the carrier respondents focus on
Carriers Use and Want Tablets to Improve Customer Service
Mobile device use has grown among carriers and MGUs, with respondents
preferring to use tablets nearly three times as much as smartphones for uses
other than phone calls: 62% of respondents prefer to use tablets for tasks
other than phone calls, compared to 21% for smartphones.
When asked about the "Situations likely to use the mobile device when away
from your desk?," respondents could select up to three of the 8 choices
provided.The following circumstances were most popular among the sample of 55
oWhile travelling on business (85%)
oWhile visiting a client (76%)
oAnytime I'm away from my desk (65%)
The top choices signal a shift toward mobile becoming more central to business
than in 2011, when "while at home" was the second most-popular choice.
The survey also found that more than three quarters of carriers believe that
mobile will allow them to provide better and faster service to customers. When
asked "A mobile device would help most with…?," respondents equally selected
accessing information from any place and providing better service and faster
responses to my customers – which both received 82% as the top two selections.
When asked "What tasks would you like to perform on the mobile device?," the
top responses were:
oLook up customer information from anywhere (87%)
oCheck the status of a claim (75%)
oCheck the status of an application (75%)
oShow information to a client (73%)
"The topic of mobile enjoys undeniable popularity in the media, but in actual
industry practice we find a significant change in behavior around mobile,"
commented John Belizaire, founder and CEO of FirstBest Systems, Inc."Clearly
the use or desire to use mobile for day-to-day business has grown in the past
two years.Mobile functionality is no longer just a personal convenience –
it's viewed as a valuable and strategic business tool."
FirstBest® Systems is the leading provider of insurance software solutions
that help global insurance companies improve underwriting profitability, scale
their business and achieve high service levels with agents, across the
enterprise. The patented and proven FirstBest Front Office Suite has processed
more than $9 billion in quotes and includes modular underwriting workstation,
mobile underwriting, agent portal, and agency upload applications. Global
companies such as XL Group plc, a global insurance and reinsurance company and
OneBeacon Insurance Group, and other leading carriers such as IWIF, ICW Group
Insurance Companies and others rely on FirstBest to improve underwriting
efficiencies and quality, institutionalize knowledge and best practices, and
empower everyone in the process to rapidly quote, collaborate, issue, and bind
business on a single real-time platform from anywhere. To learn more, call
FirstBest is a registered trademark of FirstBest Systems, Inc. FirstBest Front
Office Suite, FirstBest UMS, Underwriting Management System, FirstBest Agent
and FirstBest AppReader are trademarks of FirstBest Systems, Inc.
SOURCE FirstBest Systems
Contact: Steve Robins, FirstBest Systems, Inc., (781) 280-6350,
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