Later this week I'll be a panelist for a webinar we are producing on the modernization of claims technology. I thought I'd share a few ideas on this subject prior to the webinar and hope you will be able to join us online to take part and hear some more even more insightful words from The Nolan Company's Steve Callahan.

From my perspective, the two areas insurers must improve their capabilities involve mobile technology and analytics, but first off, let me tell you a little story.

I have a grandchild who will be five in September. I've sat amazed watching her operate an iPad and her mother's smartphone. She occasionally sits down with the family laptop, but it's too heavy for her to carry around and she likes being mobile.

(I could go into a rant here about why she has an iPad and I don't, especially since yesterday was Father's Day, but I'll leave that for another day.)

Her use of these tools doesn't go much beyond music and games right now, but the systems have already been engrained in her. Did I mention she's not even five-years-old yet? Does anyone think that's going to change? I didn't think so.

We've written carrier/agent articles for years focusing on the theme of ease-of-business and that certainly applies to carriers dealing with consumers as well. Anyone not dedicating resources to making the mobile customer experience as easy as possible just doesn't understand where the world is headed.

The second point involves analytics. This is a complicated process for carriers because using data—both the in-house variety and third party—requires something most carriers are struggling to achieve: clean data.

Those in the industry that have worked to achieve the goal of relevant data will surely tell you how difficult a task this was, but they also will be able to tell you the benefits that carriers can achieve. Achieving organic growth in the personal lines is difficult, particularly when the competition includes some of the largest companies in America.

Without the right tools to make your company more efficient and effective, insurance carriers will continue to paddle upstream and that's never the easy route to take. Knowledge is key when it comes to dealing with claimants—for the honest claims as well as the fraudulent claims.

The effective use of analytics will enable insurers—particularly the mid-tier—to maintain their position in the market. It's a rough world when you have to invest just to maintain your position, but that's the nature of personal lines insurance in 2013.

There will be a lot more information for you on Wednesday, June 19 so listen in.

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No Surprise: Mobility, Analytics are Keys to an Insurer&rsquo;s Future

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No Surprise: Mobility, Analytics are Keys to an Insurer’s Future