1 WHITE PAPER COMMERCIAL LINES UBI: Insurance Telematics Opens New Opportunities
2 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES Executive Summary 1 1. Building a Case for UBI in Commercial Lines 2 2. Telecommunications and Data Converge: Telematics Is Born 2 3. The Intelligence Value of Driver Behavior Data 3 4. Commercial Usage-Based Insurance Both Reduces Claims and Strengthens Client Relationships 4 5. Cost Savings and ROI for Insurers 5 6. Introducing and Establishing a Commercial UBI Program 6 7. Selling Commercial UBI to Prospective Customers 6 8. Telematics and UBI Industry Challenges and Issues 7 9. Opportunities in the Commercial Market Summary of Commercial Benefits of UBI and Telematics The Future of Connected Vehicles 9 About IMS 10
3 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 1 /10 Executive Summary Insurance organizations prosper or flounder depending on the accuracy and relevancy of data reflecting risk potential. Because of this, insurers use every mechanism at their disposal to refine the data models in use and improve the granularity of information. This challenge becomes particularly evident when insuring the operation and management of commercial fleets. Precise data about vehicle operations and analysis of driving behavior can make it easier to assess insurance risk and minimize claims generated by fleet operators and small-to mid-sized business involving the use of automobiles, buses, and trucks. Insurance telematics a technology that combines wireless telecommunications and digital information has introduced tools to the industry for sharpening risk management practices, as well as minimizing uninsured losses as an added value to fleet operators. Accordingly, telematics has become a cornerstone of usage-based insurance (UBI), enabling insurers and brokers to collect detailed driving-behavior data. This white paper explores the ways in which commercial lines insurance telematics provide relevant, real-time information to insurance firms and stakeholders, providing value, visibility, and efficiency to processes and operations, improving the ability to acquire and retain customers more effectively.
4 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 2 /10 1. Building a Case for UBI in Commercial Lines A number of insurance organizations have introduced UBI-based packages for personal automobile policies and made it possible to correlate driver performance with lower insurance premium costs, tracking driver performance and behavior using telematics. UBI has begun to make inroads with commercial lines insurers, given that the fundamental principles of usagebased insurance offer even greater potential benefits when applied to commercial fleet operations. From the perspective of vehicle insurers, access to real-time driving information including driver behavior, fuel consumption, condition of vehicles, travel patterns, and related data provides a strong foundation for client-specific risk assessment. In selling commercial lines insurance to fleet operators, the business value being offered goes beyond a simple reduction in premiums based on driver behavior. It also includes the capability of making practical use of the rich store of information acquired through the use of telematics. Fleet operation data, analyzed and returned to fleet operators as part of the policy terms, reward the fleet owners with information that can help trim costs, simplify maintenance schedules, improve the efficiency of resource use, identify poor drivers, and make fleet operations safer. Small fleet management is an underserved market at this stage with substantial opportunities for insurers to capitalize on the rising interest and growth in this sector through commercial UBI. Telematics is still in its infancy, but its adoption rate is dramatically increasing. The winners, which may include new players like vehicle manufacturers, will be early adopters who capture the safest drivers and take advantage of competitive pricing while reducing claim losses. Fundamental to any telematics initiative is data collecting, storing, and analyzing massive amounts of information. SAS Institute 1 2. Telecommunications and Data Converge: Telematics Is Born Telematics technology originated with the convergence of several supporting technologies, including wireless sensor networks, GPS, advanced computer analytics, informatics, and telecommunications. Vehicle telematics rapidly became one of the foremost uses of this technology, making it possible to track vehicle movements, status, and behavior, with GPS location data accurate to within 6 to 7 feet. Although implementation costs for in-vehicle telematics deployments were initially quite high, technology improvements including simpler, easy-to-install devices have brought prices down considerably. Technology advances have also led to new solutions that scale to larger, more geographically diverse operations. Tracking and monitoring capabilities were previously only available for large operations with resources capable of managing complex data and systems and 1 Telematics: How Big Data is Transforming the Auto Insurance Industry, SAS, wp_56343.pdf
5 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 3 /10 supporting professional installation. Today, these capabilities have become accessible to smaller companies, enabled through plug-and-play technology and simple, easy to understand web interfaces. As UBI becomes more widely adopted and established as a commercial lines insurance option, telematics serves as an increasingly important tool, a technology that can relay vehicle information to all involved parties: the insurance companies, fleet operators, and business owners, as well as the driver. These parties each obtain unique values and benefits from the information. Comprehensive end-to-end insurance telematics solutions can remove the burden of establishing a monitoring system and overseeing the complex IT tasks and analytical processes involved in capturing and evaluating vehicle operation information. Equally important, logistics, deployment, and support are typically included as a part of the solution, making implementation and longterm maintenance much easier. In this type of system, data integrity remains consistently high without the risk of human error or deliberate fraud introducing false data into the system. 3. The Intelligence Value of Driver Behavior Data One of the more interesting statistics to be discovered through in-vehicle monitoring using telematics is the improvement in driver behavior when each driver realizes monitoring is in place and subsequent coaching is provided. Much as a prominent video camera positioned over the traffic lights at a four-way stop can lessen the frequency at which drivers run red lights, drivers in monitored vehicles are more likely to obey speed limits, brake judiciously, reduce idling time, and use caution in lane changes or choice of stopover locations. Insurance organizations that are positioning these solutions to fleet operators can emphasize safer vehicle operation, as documented by many studies, including the landmark SAMOVAR DRIVE project sponsored by the European Union, which demonstrated a 28% reduction in crashes with telematics monitoring in place, significantly reducing the cost of claims for the insurer. Insurers can also entice prospects with these additional benefits: added management control and maintenance oversight resulting from vehicle diagnostic data, detailed trip tracking, real-time vehicle location data, odometer data, and the capability to optimize routes. Adoption of telematics by commercial fleets is expected to reach par with long-haul trucking telematics by the end of 2014 and dominate commercial fleets by the end of 2019, according to new research from ABI Research. Telematics technologies and services, which were first adopted by the long-haul trucking industry, should reach 50 million vehicles in the coming five years, ABI predicts. 1 1
6 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 4 /10 From the perspective of the insurer, the availability of richer, more complete information on vehicles and drivers makes it possible to develop custom policies and programs for commercial fleets. Safe drivers and responsible operations can be rewarded. Risky drivers can be re-trained or, if not responsive to training, removed from behind the wheel before they cause an incident or loss. Risk managers have a depth of data to draw on to help develop policies and set pricing. 4. Commercial Usage-Based Insurance Both Reduces Claims and Strengthens Client Relationships Insurers offering commercial lines insurance telematics can approach the business case on two different levels: Directly reduce claims and fraud: By capturing and analyzing precise data on vehicle operations, telematics-based UBI cuts fraud and identifies risks that can result in costly claims. By encouraging safe vehicle operation, UBI contributes to a reduction in accidents, elimination of dangerous practices, and timely data that can be used to detect fraud all contributing to a healthier bottom line for insurers. Value-added incentives attract and retain customers: Much of the information that is captured and analyzed using telematics can become a powerful incentive to prospective customers with commercial fleets, providing information that can make fleet operations safer, more efficient, and more profitable. These incentives offer a powerful sales tool for insurers presenting fleet operators with the benefits of telematics-based UBI. Existing data for usage-based insurance has largely been collected and analyzed around consumer policies, as implemented by several major insurance organizations. But top-line insurers are increasingly moving into commercial line operations, given the strong potential for larger-scale results (including industry leaders such as Liberty Mutual Agency Corporation, Travelers, and The Hartford). The scale of fleet operations requires higher initial investments and a longer period to realize a return on investment (ROI), which in turn causes stakeholders and decision makers to evaluate options and offerings more thoroughly before committing to a solution. But evidence of potential savings is accumulating from studies and surveys to strengthen the business case. Fortunately, because of the abundance of vehicle data available with telematics, clear, compelling comparisons can be made to assess the cost effectiveness of the technology. ROI projections can draw on a number of rich data sources gathered from real-world vehicle operations. These data support both the ROI benefits that can be experienced by the insurance organization offering insurance telematics, as well as the ROI potential for the fleet operator a value that once understood by the prospective customer can increase the appeal of the insurance package. Benefits accrue to both insurer and operator a genuine win-win situation.
7 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 5 /10 Even the simple addition of GPS fleet-tracking software (typically a key component of telematics solutions) can result in substantial ROI for commercial operators, as reported in a 2014 Fleet Management Technology Report for Automotive Fleet. 2 A survey indicated that 34% of respondents anticipated full ROI in 6 months or less; 66% of respondents indicated a full ROI in a year or more. Other savings were reported in this survey: > Fleets of 1,000 or more vehicles showed fuel savings of $100,000 a month with idle alerts > A fleet with 80 vehicles saved $35,000 by recovering stolen equipment transferred across state lines > A fleet with 30 vehicles saved $12,000 a year, reducing total miles driven by 8% by monitoring driver routes These kinds of numbers suggest that fleet operators considering adopting UBI policies can look beyond insurance cost reductions and realize savings by closer monitoring of vehicle operations. The insurance discounts are a strong incentive to begin a discussion on the value of insurance telematics; the business efficiencies and driver safety improvements that can be experienced by commercial clients once they understand and capitalize on the value underlying the telematics data can be an equally strong motivation to adopt the technology and embrace UBI. 5. Cost Savings and ROI for Insurers Visibility into risk factors and the availability of extensive operational data help insurers providing commercial lines UBI insurance experience cost savings so they can rapidly meet ROI expectations. The primary areas where cost savings are clearly indicated for insurers include: > Safer driver behavior reduces accident claims: In an article for ISO Review, Managing Risk through Telematics, 3 a 20% to 30% decrease in accidents was noted when telematics technology was available in vehicles. > Better maintenance scheduling minimizes vehicle breakdowns and failures (and associated claims costs): A telematics provider offering vehicle diagnostic information can help establish operational criteria to keep vehicles in prime condition, reducing road failures and breakdown claims. > Vehicle monitoring, analytics, and location data mitigate fraudulent claims: Analytics has proven to be a valuable tool for detecting and mitigating fraud in the insurance industry. Telematics generate a wealth of data that can help minimize fraudulent claims in fleet operations
8 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 6 /10 > Closer relationships with customers improve acquisition and retention: Commercial lines insurance telematics offers a number of ways for insurers to forge closer relationships with customers.by developing products that reward fleet operators for safer driving, regular maintenance, and recommended practices, insurers and operators work together to lower claims and reduce premiums. By sharing telematics data with fleet operators, insurers can help them reduce uninsured losses and improve their business efficiency. 6. Introducing and Establishing a Commercial UBI Program Regulations and policies affecting UBI differ according to individual geographies, so investigating the current local environment is a vital step before developing a UBI offering. In some cases, proactively working to influence regulations at the legislative level may be necessary. Some insurers also express concern over the early state of standards and the need to develop an entirely new sector within the company to support telematics. Much of the challenge, however, is introducing prospective clients to what may be an unfamiliar insurance offering and educating them about the ways this offering can provide value to their business. Experienced, full-service commercial lines UBI providers with comprehensive offerings can guide and educate prospects, clarifying geographic and legislative issues. 7. Selling Commercial UBI to Prospective Customers Adoption of UBI within a fleet operation with all the benefits associated with telematics technology can have a positive effect on both overall operations and driver performance. The potential of lowering insurance costs is a motivating factor, but many fleet operators discover that they can also take advantage of the operational advantages of tracking and monitoring all fleet vehicles. Completing the initial sale for smaller businesses not necessarily familiar with telematics solutions may require educating the fleet manager in additional benefits, minimizing uninsured losses in areas such as vehicle downtime, penalties because of late deliveries, and damage to the brand. The primary sales points to make in the commercial sector include: > Identify the ROI benefits clearly, using metrics that apply directly to the size and nature of the business. Examples of the types of savings that fleets realize through the insurer can be demonstrated with this calculator: > Emphasize the value of in-depth analysis, explaining how intelligence around driving behavior goes deeper into a driver s actions to get a clear picture of risk behavior, making it possible to selectively identify drivers likely to cause accidents or engage in dangerous behavior (as well as possibly clearing drivers of violations they did not commit).
9 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 7 /10 > Explain how premium reductions go hand-in-hand with thorough monitoring, particularly in the area of harsh driver behaviors that are strong predictors of future crash occurrences. > Itemize the additional benefits that apply to fleet operations from telematics tracking, including improvements in vehicle logistics, timely maintenance, efficient fuel use, and better delivery scheduling. Unlike the situation with UBI automotive insurance for consumers, professional drivers aren t going to be influenced by insurance premium discounts, but they will definitely want to ensure that their standing with their employer is not negatively impacted. And, of course, the ultimate goal is to create an atmosphere throughout the entire company where safety is valued and all staff members follow best practices for vehicle operations. 8. Telematics and UBI Industry Challenges and Issues In any young industry, a number of challenges must be overcome and issues confronted before adoption becomes widespread. For commercial lines adoption of telematics and UBI, the following challenges and issues exist: > Standards and regulations affecting UBI vary according to locale. Telematics programs should be flexible enough to accommodate variances in laws across states, provinces, and countries. > Education of commercial line agents needs to be more thorough and integral from the outset, covering the ways in which UBI will positively affect commercial line operators. > Fleet operators need education as well, to move beyond a discussion of premium reductions to the additional issues of fleet efficiency, reduction in uninsured losses, fraud reduction, and penalties for late deliveries. Reduced downtime as a result of proactive monitoring of vehicle diagnostics and extended asset life from better maintenance are two additional benefits. > Highlighting the opportunities afforded by UBI to strengthen relationships with customers and develop potential cross-sell products can help drive greater adoption. > Regulations in particular locales, especially those affecting hours of service compliance, fuel taxes, and distracted driver regulations, can spur adoption of UBI and telematics. > Adoption rates can also benefit by clarifying misunderstanding of telematics and demonstrating solutions that minimize deployment and setup issues, making it clear that workloads and processes will likely be simplified, rather than made more complex.
10 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 8 /10 9. Opportunities in the Commercial Market The key opportunities to consider for the commercial lines market include: > The business value for the insured extends far beyond simple insurance discounts, encompassing every aspect of operations with significant potential for cost reductions and rapid ROI. > Commercial lines, because of the nature of the drivers and fleet ownership, don t ignite the same concerns around privacy. Professional drivers and employees have a reasonable expectation that their performance will be monitored and evaluated. > Because commercial lines insurance telematics is an emerging market, there are substantial opportunities for insurers to develop products in this sector and become established in the market while leveraging learning experiences for personal lines UBI programs. > Commercial vehicles spend much more time on the road than personal vehicles, offering an opportunity to collect and analyze large volumes of driving data that can help define and improve insurance products. > Fleet operators are more familiar with telematics and have a greater understanding of the concepts than individuals in the consumer market. They tend to be more open to the technology and more willing to explore the possibilities offered. > The opportunity to include other value-added services, such as fleet management and roadside assistance, can strengthen the commercial insurer ties with their customers increasing client stickiness. 10. Summary of Commercial Benefits of UBI and Telematics As more insurance organizations and fleet operators embrace the benefits of UBI and telematics, the abundance of data and accumulating intelligence on operational costs and risk management will continue to grow, resulting in policy improvements and greater safety and efficiency in fleet operations. The key commercial benefits include: > Encouraging safer driving practices: Commercial drivers demonstrate safer behaviors in telematics-equipped vehicles and also respond to premium cost savings that can be coupled with driver monitoring. > Providing greater visibility and actionable data to insurance processes: Risk management and underwriting practices become more effective when accurate data about vehicle operations and driver performance can be readily analyzed and interpreted.
11 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 9 /10 > Reducing claims: Insurers benefit with a clear reduction in claims, tied directly to safer driving practices and improved maintenance of fleet vehicles. > Minimizing fraudulent claims: Data collected during vehicle operations can pinpoint fraudulent claims and reduce losses in this area. > Improving record keeping, logistics, and maintenance for operators: Operators gain deeper insights into the use of fleet vehicles with the availability of operational data, resulting in betterdriver selection, improved route planning, enhanced maintenance programs, lower incidence of uninsured losses, and more efficient use of resources. A less tangible, but equally important benefit is greater peace of mind for owners and operators of fleets. Knowing where each vehicle is at any moment, who the drivers are and how theyare driving, what the current condition of each vehicle is all these factors lead to better understanding of the overall dynamics of the operation. In presenting the benefits of this technology to prospects, emphasizing peace of mind as a business value can be a persuasive way to guide the discussion. 11. The Future of Connected Vehicles Research firms and analysts have increasingly recognized the value of using data on commercial vehicle operations to improve safety, enhance efficiency, and foster better communication between insurers and fleet operators. Given the many positive benefits of commercial lines insurance telematics, insurance organizations have a unique opportunity to develop products around this technology, taking advantage of the value of real-time data and close client relationships to establish specialized offerings that meet customer needs. With effective machine-to-machine communication and, critically, the ability not just to gather but also to analyze mammoth amounts of data in real time, user-based insurance can offer helpful insights and education as well as discounts for good behavior, winning a competitive advantage in areas traditionally dominated by higher premiums. What we ve mentioned here only scratches the surface of what is possible; the technology already exists. The next step is for the insurers to pick it up and start designing products with it. Eva Walter in SAP for Insurance 4 4
12 COMMERCIAL LINES UBI: INSURANCE TELEMATICS OPENS NEW OPPORTUNITIES 10 /10 About IMS Intelligent Mechatronic Systems Inc. (IMS) is a leader in connected car technology that enables drivers to be safer, smarter, and greener. The unique approach of converging in-car infotainment, automotive telematics, and data intelligence has resulted in an impressive range of solutions. From insurance and government, to fleets and everyday drivers, IMS technology revolutionizes industries. IMS offers a product tailored to usage-based insurance for small- to mid-sized fleet owners: IMS UBI Intelligence for Commercial Lines one of many IMS solutions and services powered by IMS DriveSync connected car platform. Leveraging the rising importance of both telematics and UBI, this product builds on the IMS connected-car strategy and focuses on providing the intelligence for efficient, productive fleet operations. Developed with considerable experience working closely with insurers and in-depth knowledge of UBI, IMS Managed Services represent a cost-effective, added-value tool for fleet management based on three solid principles: security, data integrity, and redundancy. For more information on how you can approach the commercial lines UBI market with full-featured telematics support and powerful analytical tools, visit