LIFE, ANNUITY, PENSION, AND HEALTH POLICY ADMINISTRATION SYSTEMS INSURER S PERCEPTIONS

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1 LIFE, ANNUITY, PENSION, AND HEALTH POLICY ADMINISTRATION SYSTEMS INSURER S PERCEPTIONS MAY 2016 Karen Monks and Nicolas Michellod

2 CONFIDENTIALITY Our clients industries are extremely competitive, and the maintenance of confidentiality with respect to our clients plans and data is critical. CELENT rigorously applies internal confidentiality practices to protect the confidentiality of all client information. Similarly, our industry is very competitive. We view our approaches and insights as proprietary and therefore look to our clients to protect our interests in our proposals, presentations, methodologies and analytical techniques. Under no circumstances should this material be shared with any third party without the prior written consent of CELENT.

3 Contents 1. North American insurers perceptions 2. UK insurers perception 3. Continental European insurers perception 4. Eastern European insurers perception 5. Middle East and African insurers perception 2

4 About this webinar Insurer s perceptions of life, annuity, and pension policy administration systems Every two years, Celent tracks the market for policy administration systems across all major geographies and publishes its findings in a series of reports for each geographic region Building on the NA Policy Administration Systems 2015: Life, Annuity, Pension, and Health ABCD Vendor View and the EMEA Policy Administration Systems 2015: Life, Annuity, Pension, and Health ABCD Vendor View reports published in Q4 2015, Celent expands on these findings to understand better the market dynamics and trends, including this webinar about insurance customer perception Additional related reports include Deal Trends in Life, Pensions, & Annuities Policy Administration Solutions: 2016 EMEA Edition (May 2016) Deal Trends in Life, Pensions, & Annuities Policy Administration Solutions: 2016 NA Edition (April 2016) North American Policy Administration Systems 2015: Life, Annuities, Pension, and Health ABCD Vendor View (November 2015) EMEA Policy Administration Systems 2015: Life, Health, Annuities, and Pensions ABCD Vendor View (December 2015) A recording of this presentation will be available for download to subscribers of Celent s Insurance services at In addition to this presentation, Celent will publish a report on the topic: 2016 NA Life Insurers Perception of Policy Administration Systems and 2016 EMEA Life Insurers Perception of Policy Administration Systems 3

5 About this webinar Other points to note Insight contained in this report is based upon research data gathered and analysed between Q2 and Q EMEA insurers coming from 30 European, Middle East and African countries and 45 NA insurers from Canada and the United States provided responses. Comparative and trend data has been developed through comparing our results from 2015 with our 2013 and 2011 research findings Definitions of geographies based on insurance participants nationality North America UK Continental Europe Eastern Europe Middle East/Africa United States and Canada for a total of 45 insurers United Kingdom and Ireland for a total of 11 insurers Belgium, Denmark, France, Finland, Germany, Austria, Spain, Italy, the Netherlands, Malta, Sweden, Portugal, and Luxembourg for a total of 39 insurers Bulgaria, Bosnia Herzegovina, Croatia, Hungary, Poland, Serbia, and Russia for a total of 8 insurers Angola, Jordan, Saudi Arabia, Kenya, the United Arab Emirates, Turkey, South Africa, and Mozambique for a total of 15 insurers 4

6 Section 1 North American insurers perceptions

7 The majority of North American life insurers have been using their PAS systems for at least years; an increase in new systems suggests replacements are occurring How long have you used this solution from this vendor? % of respondents 80% 72.3% 70% 65.9% 65.2% 60% 50% 40% 30% 20% 10% 11.4% 8.5% 8.7% 8.5% 13.6% 17.4% 8.7% 0% Less than 1 year 1 to 3 years More than 3 years Implementing (not in production/use)

8 North American insurers are using fewer functions typically available with PAS suites; this suggests that they are moving towards a best of breed approach for some 100% Percentage of insurers using function 80% 60% 40% 20% 0% Product configuration Billing Claims management Commission management Underwriting & case management Document automation BI / analytics Portal Reinsurance management

9 NA insurers experience when integrating vendors PAS with financial systems, internal as well as external applications and databases has deteriorated over the past 2 years What has been your experience with integrating this policy administration system with other systems, tools, and data? % of respondents mentioning that integration was easy to very easy 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Integrating with financial systems Integrating with internal applications and databases Integrating with external data sources In 2011, 70% of NA insurers found integration with financial systems was easy to very easy; this proportion increased to more than 80% in 2013, only to drop again in 2015 The decrease has been more pronounced for integration with internal applications and databases The proportion of NA insurers finding the integration with external data sources has been easy to very easy has remained fairly flat with a decrease in 2015 Source: 2015 PAS vendor reference survey 8

10 Integration methods offered by vendors have increased across the board Percentage of vendors that offer an integration service, options include Preferred means of integration or Additional option SOA/Web Services Flat files Other XML ACORD Standard XML Custom API MQSeries, JMS or similar queue technology HTTP JSON Other 4% 21% 86% 67% 76% 68% 68% 65% 88% 96% 92% 88% 93% 88% 94% 89% 83% 76% 100% 95% 94% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 100% 100% SOA/Web Services is among the most common means offered to integrate data, up from the past two surveys One third of vendors still prefer ACORD XML or RESTful HTTP style services, while a larger percentage offer both as additional integration methods When considering all available integration options XML is offered by nearly 90% of vendors, but HTTP is only offered by 43% JSON (Java Script Object Notation) is now offered by nearly 70% of vendors, but it is evident that XML is not going away quickly. There is still a preference for XML documents over HTTP and JSON 9

11 NA insurers suggest that PAS vendors have improved their implementation capabilities, but scores post implementation still have room for improvement If you are familiar with the original implementation of this policy administration system at your company, how would you rate this vendor in the following areas? % of respondents; 1 = Very poor and 5 = Excellent After implementation, how would you rate the vendor's professional services staff in the following area? (% of respondents; 1 = Very poor and 5 = Excellent) Knowledge of your business Overall project success Responsiveness (handling of issue resolution) Project management (estimations, scope creep, etc.) Implementation completed on time Cost of services Skill and knowledge of professional services staff Timeliness of responses to service requests Implementation completed on budget Quality of responses to service requests Source: 2013 PAS vendor reference survey 10

12 improvement of PAS configuration capabilities claimed by vendors is showing some improvements in product speed to market and rules; but vendor claims that business can do the work is not what s happening What has been your experience in terms of time needed to perform the following actions (without testing) with the policy administration system? Average rating; 5 = Within a few hours; 4 = Within a few days; 3 = Within 2 weeks; 2 = Shorter than a month; 1 = Within a few months Cloning an existing product to create a new product with overlapping but significantly different functionality How involved are operations/business staff in making changes to the systems (e.g. new processes, adding products, etc.)? % of respondents Barely: Mostly IT Moderately: Evenly split 28% 32% 39% 43% 49% 35% 23% Creating rules that govern calculation functions and business process flows that are controlled by the system Creating a new product basically from scratch based on standardized components Extensively: Mostly Business 25% 26% 0% 25% 50% 75% % of respondents Source: 2013 PAS vendor reference survey 11

13 Section 2 UK insurers perception

14 There is a clear deterioration in UK insurers integration experience What has been your experience with integrating this policy administration system with other systems, tools, and data? % of respondents mentioning that integration was easy to very easy 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% The trend we identified last year is confirmed, especially for integration with financial systems and external data sources Like last year, we are intrigued by the amplitude of this decrease, but we are not surprised by the trend UK insurers tend to prioritize a bestof-breed approach. Therefore, they have to face more complex integration, considering that more systems and components are involved 0% Integrating with financial systems Integrating with internal applications and databases Integrating with external data sources Source: 2015 PAS vendor reference survey 13

15 UK insurers are less satisfied with their vendors business knowledge, responsiveness, and project management If you are familiar with the original implementation of this policy administration system at your company, how would you rate this vendor in the following areas? % of respondents; 1 = Very poor and 5 = Excellent After implementation, how would you rate the vendor's professional services staff in the following area? % of respondents; 1 = Very poor and 5 = Excellent Knowledge of your business Responsiveness (handling of issue resolution) Project management (estimations, scope creep, etc.) Overall value of professional services Skill and knowledge of professional services staff Timeliness of responses to service requests Overall project success Implementation completed on time Implementation completed on budget Cost of services Quality of responses to service requests 2015 Past years' average rating ( ) Source: 2015 PAS vendor reference survey 14

16 there is a clear improvement in satisfaction demonstrating that policy administration system vendor s efforts to enhance product configuration and design capabilities are paying off What has been your experience in terms of time needed to perform the following actions (without testing) with the policy administration system? Average rating; 5 = Within a few hours; 4 = Within a few days; 3 = Within 2 weeks; 2 = Shorter than a month; 1 = Within a few months Cloning an existing product to create a new product with overlapping but significantly different functionality How involved are operations/business staff in making changes to the systems (e.g. new processes, adding products, etc.)? % of respondents Barely-Most if not all changes require IT involvement Moderately-Business users can maintain some things, but IT staff still does quite a lot 18% 31% 31% 36% 43% 62% 62% 73% 2 9% Creating rules that govern calculation functions and business process flows that are controlled by the system 1 Creating a new product basically from scratch based on standardized components Extensively-Business users do most of the changes 8% 8% 21% 0% 25% 50% 75% 100% % of respondents 2015 Past years' average rating ( ) Source: 2015 PAS vendor reference survey 15

17 Section 3 Continental European insurers perception

18 Continental European insurers experience when integrating modern PASs has been improving since 2009 What has been your experience with integrating this policy administration system with other systems, tools, and data? % of respondents mentioning that integration was easy to very easy 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% The slight improvement trend we have identified last year is continuing its path Continental European insurers are more satisfied integrating their system with financial systems, internal applications in general, and databases The level of satisfaction has not changed much for integration with external data sources though 0% Integrating with financial systems Integrating with internal applications and databases Integrating with external data sources Source: 2015 PAS vendor reference survey 17

19 in terms of implementation capabilities, insurers have given better ratings and it seems implementation projects are more successful If you are familiar with the original implementation of this policy administration system at your company, how would you rate this vendor in the following areas? % of respondents; 1 = Very poor and 5 = Excellent After implementation, how would you rate the vendor's professional services staff in the following area? % of respondents; 1 = Very poor and 5 = Excellent Knowledge of your business Overall project success Responsiveness (handling of issue resolution) Implementation completed on budget Project management (estimations, scope creep, etc.) Implementation completed on time Overall value of professional services Cost of services Skill and knowledge of professional services staff Timeliness of responses to service requests Quality of responses to service requests 2015 Past years' average rating ( ) Source: 2015 PAS vendor reference survey 18

20 Continental European insurers have had better experience with the configuration of the systems What has been your experience in terms of time needed to perform the following actions (without testing) with the policy administration system? Average rating; 5 = Within a few hours; 4 = Within a few days; 3 = Within 2 weeks; 2 = Shorter than a month; 1 = Within a few months Creating rules that govern calculation functions and business process flows that are controlled by the system Cloning an existing product to create a new product with overlapping but significantly different functionality Creating a new product basically from scratch based on standardized components 2015 Past years' average rating ( ) How involved are operations/business staff in making changes to the systems (e.g. new processes, adding products, etc.)? % of respondents Barely-Most if not all changes require IT involvement Moderately-Business users can maintain some things, but IT staff still does quite a lot Extensively-Business users do most of the changes 22% 28% 24% 30% 26% 26% 33% 34% 39% 41% 48% 48% 0% 25% 50% 75% % of respondents Source: 2015 PAS vendor reference survey 19

21 Section 4 Eastern European insurers perception

22 We observe that the general level of satisfaction is lower than when we perform this evaluation for the first time back in 2009 What has been your experience with integrating this policy administration system with other systems, tools, and data? % of respondents mentioning that integration was easy to very easy 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Integration experience evolution shows a mix result Eastern European insurers are manifestly experiencing more problems when integrating their policy administration system with their internal applications and databases, as well as with external data sources On the other hand, there is a continuous improvement since 2011 when integrating their system with financial systems 0% Integrating with financial systems Integrating with internal applications and databases Integrating with external data sources Source: 2015 PAS vendor reference survey 21

23 there are elements that show clear improvements such as the vendors knowledge of their business, their responsiveness and their project management capabilities If you are familiar with the original implementation of this policy administration system at your company, how would you rate this vendor in the following areas? % of respondents; 1 = Very poor and 5 = Excellent After implementation, how would you rate the vendor's professional services staff in the following area? % of respondents; 1 = Very poor and 5 = Excellent Knowledge of your business Responsiveness (handling of issue resolution) Project management (estimations, scope creep, etc.) Overall value of professional services Skill and knowledge of professional services staff Timeliness of responses to service requests Overall project success Implementation completed on budget Implementation completed on time Cost of services Quality of responses to service requests 2015 Past years' average rating ( ) Source: 2015 PAS vendor reference survey 22

24 Eastern European insurers have experienced a strong improvement in terms of PAS configurability What has been your experience in terms of time needed to perform the following actions (without testing) with the policy administration system? Average rating; 5 = Within a few hours; 4 = Within a few days; 3 = Within 2 weeks; 2 = Shorter than a month; 1 = Within a few months Creating rules that govern calculation functions and business process flows that are controlled by the system Cloning an existing product to create a new product with overlapping but significantly different functionality Creating a new product basically from scratch based on standardized components 2015 Past years' average rating ( ) How involved are operations/business staff in making changes to the systems (e.g. new processes, adding products, etc.)? % of respondents Barely-Most if not all changes require IT involvement Moderately-Business users can maintain some things, but IT staff still does quite a lot Extensively-Business users do most of the changes 0% 0% 13% 18% 13% 20% 17% 25% 58% 80% 75% 82% 0% 25% 50% 75% 100% % of respondents Source: 2015 PAS vendor reference survey 23

25 Section 5 Middle East and African insurers perception

26 Middle East and African insurers tend to have experienced better integrations recently What has been your experience with integrating this policy administration system with other systems, tools, and data? % of respondents 100% 90% 80% 70% 60% 50% 40% 30% Middle East and African insurers have made better experience integrating their policy administration system with financial services, internal applications, and databases and external data source This been said it will be interesting to see whether this trend will carry on in two years time 20% 10% 0% Integrating with financial systems Integrating with internal applications and databases Integrating with external data sources Source: 2015 PAS vendor reference survey 25

27 insurers are generally more satisfied with vendors implementation capabilities If you are familiar with the original implementation of this policy administration system at your company, how would you rate this vendor in the following areas? % of respondents; 1 = Very poor and 5 = Excellent After implementation, how would you rate the vendor's professional services staff in the following area? % of respondents; 1 = Very poor and 5 = Excellent Knowledge of your business Responsiveness (handling of issue resolution) Project management (estimations, scope creep, etc.) Overall value of professional services Skill and knowledge of professional services staff Timeliness of responses to service requests Overall project success Implementation completed on budget Implementation completed on time Cost of services Quality of responses to service requests Source: 2015 PAS vendor reference survey 26

28 there are no big changes in the way Middle East and African insurers perceive systems configuration capabilities What has been your experience in terms of time needed to perform the following actions (without testing) with the policy administration system? Average rating; 5 = Within a few hours; 4 = Within a few days; 3 = Within 2 weeks; 2 = Shorter than a month; 1 = Within a few months Creating rules that govern calculation functions and business process flows that are controlled by the system Cloning an existing product to create a new product with overlapping but significantly different functionality Creating a new product basically from scratch based on standardized components How involved are operations/business staff in making changes to the systems (e.g. new processes, adding products, etc.)? % of respondents Barely-Most if not all changes require IT involvement Moderately-Business users can maintain some things, but IT staff still does quite a lot Extensively-Business users do most of the changes 13% 13% 25% 25% 50% 73% 0% 25% 50% 75% 100% % of respondents Source: 2015 PAS vendor reference survey 27

29 QUALIFICATIONS, ASSUMPTIONS AND LIMITING CONDITIONS This report is for the exclusive use of the CELENT client named herein. This report is not intended for general circulation or publication, nor is it to be reproduced, quoted or distributed for any purpose without the prior written permission of CELENT. There are no third party beneficiaries with respect to this report, and CELENT does not accept any liability to any third party. Information furnished by others, upon which all or portions of this report are based, is believed to be reliable but has not been independently verified, unless otherwise expressly indicated. Public information and industry and statistical data are from sources we deem to be reliable; however, we make no representation as to the accuracy or completeness of such information. The findings contained in this report may contain predictions based on current data and historical trends. Any such predictions are subject to inherent risks and uncertainties. CELENT accepts no responsibility for actual results or future events. The opinions expressed in this report are valid only for the purpose stated herein and as of the date of this report. No obligation is assumed to revise this report to reflect changes, events or conditions, which occur subsequent to the date hereof. All decisions in connection with the implementation or use of advice or recommendations contained in this report are the sole responsibility of the client. This report does not represent investment advice nor does it provide an opinion regarding the fairness of any transaction to any and all parties.

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