Mobile Usage in Auto Insurance in China

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1 Mobile Usage in Auto Insurance in China July 16, 2014 Wenli Yuan Senior Analyst, Asian Financial Services group A recording of today's webinar and a copy of the presentation will be available to Celent clients on our website at CELENT, A DIVISION OF OLIVER WYMAN, INC.

2 CONFIDENTIALITY Our clients industries are extremely competitive. The confidentiality of companies' plans and data is obviously critical. CELENT will protect the confidentiality of all such client information. Similarly, management consulting is a competitive business. We view our approaches and insights as proprietary and therefore look to our clients to protect CELENT's interests in our presentations, methodologies and analytical techniques. Under no circumstances should this material be shared with any third party without the written consent of CELENT. Copyright CELENT

3 Content 1. Background 3 2. Mobile Apps Used in Auto Insurance 7 3. WeChat Used in Auto Insurance Conclusion CELENT, A DIVISION OF OLIVER WYMAN, INC. 2

4 Section 1 Background 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC.

5 Volume (mns) Mns Growth of Vehicles and Number of Drivers China is the world s largest automobile manufacturing country, and the largest automobile new consumer market since Civil Vehicles Volume and Annual Growth Rate Growth of the Number of Drivers % 20% 10% 0% Civil vehicles volume Growth Rate Number of other motor drivers Number of automobile drivers Source: China Statistical Yearbook, Internet, Celent 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 4

6 CNY bns Growth of Auto Insurance Motor vehicle insurance has remained the major product in the property and casualty insurance sector. Motor insurance accounts for more than 70% of total property and casualty premium. Gross Written Premium and Growth Rate for Motor Insurance % 20% 2011 P&C Premium Income by Product PA and Healthcare Written by Non-Life Companies 3% Surty, Bonds and Credit 4% Constructio n and Engineering 2% Liability 3% Miscellaneo us 1% Motor 72% Annual premiums Growth rate 0% Marine, Aviation and Transit 4% Property 11% Source: Axco leveraging local insurance authorities, Celent 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 5

7 Growth of Internet Users and Mobile Internet Users 513 million Internet users by The majority of them are broadband Internet users. 986 million mobile telephone subscribers by million 3G mobile phone subscribers by the end of June million smartphones sold in 2011; 194 million sold in 2012, and 301 million sold in million Internet users by 2012, 75% of them are mobile Internet users CELENT, A DIVISION OF OLIVER WYMAN, INC. 6

8 Section 2 Mobile Apps Used in Auto Insurance 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC.

9 Mobile Apps Used in Auto Insurance Purchasing Some insurance companies allow purchases of car insurance via mobile channels. Examples include Ping An Insurance, Sunshine Insurance, and AXA Tianping Auto Insurance. Process Select Coverage Quote Payment Policy issue and delivery Function Predefined packages. DIY. Quick quote with limited information needed; Precise quote to apply auto insurance. Pay via mobile banking. Staff collect cash at customer s home/office. Pay via POS when meet staff at customer s home/office. Policy issue in real time after the payment. Free delivery to customer s home/office. Source: Celent 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 8

10 Mobile Apps Used in Service An auto insurance mobile app usually provides various services. Policy service Alarm setting Real time car/drive information/service. Knowledge center Other value-added services Many services are provided to all prospects. By providing general car and location services mentioned above, insurers can attract broader potential customers to download and use the app, and then have the opportunity to convert them to clients CELENT, A DIVISION OF OLIVER WYMAN, INC. 9

11 Mobile Apps Used in Claims Traditional Claims Process Report an accident via phone Need onsite survey? No Drive car to repair shop Is it insurer s remote loss assess center? No Ask insurer come to assess loss Yes Yes Field survey staff come to take photo and collect evidence Insurance staff use remote loss assessment system in repair shop to assess loss Insurance staff come to take photo and collect evidence Insurance back office Insurer assesses loss Insurer assess loss Problems: Poor job assignment long process Insurance staff issue loss certificate Customer repairs car Lack of standard of work quality Fake or exaggerated claims Source: Celent Is the repair shop a 4S shop? Customer leaves claims documents at 4S shop, authorizes 4S shop to claim 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 10 Yes No Customer pays repair cost Customer claims the cost at insurance company

12 Mobile Auto Insurance Loss Assessment Field investigation staff in many companies are now equipped with mobile devices such as mobile phones or tablets with applications built-in to support their loss assessment activity. Accident site PAS/ Claims system Mobile loss assessment systems (back office) Mobile communication operator Mobile tool used by field staff Integrate with mobile loss assessment system Enable field staff view policy information of the cases allocated to them Seamlessly integrate mobile loss assessment into claims process Job allocation system a. Schedule and distribute claim case based on location b. Live video system to monitor field staff s location, work status and task completion level. c. Support rule based job allocation and manual job allocation Onsite loss assessment system a. Remote loss assessment via video b. Rule based cost estimation and loss assessment c. Process management Statistics Provide APN platform for dedicated network connection Provide GPS platform Smartphones or tablets installed with software, support: a. Scheduling and managing all tasks allocated to them b. Take photos c. Upload files d. Video function enables back office staff to assess loss remotely e. Real time check parts cost and man-hour cost of repair shop works f. Use handy print device to print loss certificate on site Source: Celent 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 11

13 Mobile Apps for Customer Self-Claims Reporting an accident by using one-key call services GPS positioning function can help locate the customer automatically Claim report self-service Claim inquiry Customer can request roadside emergency assistance on mobile apps Search for nearby service branches or cooperative repair shops Claim simulation function 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 12

14 Change of the Claims Process Mobile Claims Process Report an accident via phone Meet self-claim condition? Yes No Field survey staff come to assess loss, upload photos and additional documents Follow the guide on Mobile app, take photos and upload them Follow the guide on Mobile app, submit additional documents Use mobile Customer drives car to a nearby loss assessment center to assess loss Insurance back office No Insurer assesses loss remotely Customer accepts the assessment? Yes The majority of cases are evaluated by insurer field staff equipped with mobile solutions. Insurance company pays claim to customer s bank account Source: Celent Customer repairs car 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 13

15 Section 3 WeChat Used in Auto Insurance 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC.

16 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Mns Growth of WeChat Users WeChat is a mobile text and voice messaging communication service developed by Tencent in China and released in January Growth of the Number of WeChat Users % monthly Source: Wikipedia, Celent 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 15

17 Use of WeChat in Auto Insurance More than 20 insurance companies have official WeChat accounts (for example, PICC, CPIC, Ping An, Taikang Life, etc.). Insurance companies treat WeChat more or less as a marketing platform because it has a large number of users. Some insurance companies set up WeChat public accounts for auto insurance to help people with their inquiries. But there are also a few insurers with WeChat accounts that provide a platform to purchase auto insurance and provide policy-related services. Only very few insurers provide claim assessment function on their WeChat account, and the usage is very limited CELENT, A DIVISION OF OLIVER WYMAN, INC. 16

18 Section 4 Conclusion 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC.

19 Mobile Usage in Auto Insurance Function Prospects Existing customers Internal staff Auto Insurance Sales Policy Service Other service claims Function Usage Function Usage Function Usage Quick quote after keying in limited information Renew Precise quote and buy auto insurance in real time Service address Policy status inquiry inquiry Delivery status inquiry New insurance purchase inquiry Claims inquiry Real time car/ driver related information/ service Set alerts for car related dates Search for nearby places. Roadside emergency assistance Make appointment for substitute driver One-key call services GPS positioning function can help insurer locate the customer automatically Claim report self-service Service branches or cooperate repair shop information Allocate cases based on location Manage tasks Onsite loss assessment via photo/ video mode Route navigation and GPS positioning Source: Celent 2014 CELENT, A DIVISION OF OLIVER WYMAN, INC. 18

20 Thank you! My contact information: My business development colleague: A recording of today's webinar and copy of the presentation will be available to Celent clients on our website at CELENT, A DIVISION OF OLIVER WYMAN, INC. 19

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