The insurance-technology space has seen newer ways to analyzedata, interact with consumers and store information, but while CIOsin a recent survey indicated mobile capabilities are proving theirworth, few responses related to other much-hyped areas such associal media, big data or cloud.

A recent Novarica survey asked 73 insurer CIOs and other seniorIT executives, “What is the best, most effective or coolest thingyou've done in the past 12 months as a CIO?” Novarica says 39% ofthe respondents said new technologies, 31% said execution and 30%said improving practices.

Regarding new technologies, Novarica called out the benefits ofmobile, noting, “While some developments' benefits have yet to bemeasured, new mobile capabilities are garnering excellent feedbackfrom throughout the value chain.”

Of the 20% of respondents who provided examples of new mobileapplications, Novarica says most related to policyholderself-service, such as reviewing auto premiums, making onlinepayments and reporting claims.

Insures have also implemented mobile apps for agents so thatthey can provide quotes and premium calculations.

“Based on feedback from reps,” says Novarica, “the apps haveanecdotally shown themselves to have a positive impact onsales.

And the benefits go beyond functionality for consumers andagents. One respondent explained how launching an app for theinsurer's board of directors has helped shine a light on thebenefits of technology in general. The respondent said, accordingto Novarica, “By getting the BOD up on iPads, it underscores theimportance of technology in a more meaningful way than deliveringprojects for our business.”

Another respondent said one mobile app allowed the insurer tocontact end users and ask them for feedback regarding about makingtheir mobile experience more effective. “We explain how to dothings; what apps are available. Problem solved. The end usersreally appreciate it,” the respondent said.

Other new technologies that respondents mentioned as their mostmeaningful accomplishments included portals (overhauling thepoint-of-sale system for independent agents and launching new webfirst-notice-of-loss systems) and business intelligence andpredictive analytics (mainly focused so far on distributionoptimization or improving internal reporting).

While cloud—in addition to social media and bigdata—did not factor prominently in the survey responses for newtechnologies, Novarica says those that have transitioned to cloud“are impressed with the speed and savings” they have seen.

For the 30% of respondents who reported improving practices astheir most meaningful work, business/IT alignment, IT organizationand Agile application development were the most commonresponses.

Regarding business/IT alignment, CIOs have been able to show thebenefits of IT within business units through:

• Collaborative work spaces.
• Spending more time on the road with field staff.
• Improving IT steering process for senior management.
• Officer retreats.
• “Bridge the gap” shadowing programs with business units.
• Open technology roadmap discussions.
• Adopting a business capability model approach.

Regarding the 31% of respondents who discussed better executionas their most meaningful work, Novarica says legacy conversionsfigured heavily.