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Home > Banking Services > Webinar: Winning in a Multi-Channel WorldWinning in a Multi-Channel WorldNovarica WebinarPresented May 16, 2013 Note: It takes 10 seconds for the audio to come on

Best Practices Case Study Compendium 2013 - Excerpt for Council MembersAuthor: Matthew JosefowiczPages: 28Published: May 2013Price: Research Council Members OnlyNot a council member? Click here to find out about joining. Click here to purchase this report. SummaryThis document includes the full text of 11 nominated case studies for the Novarica Research Council Impact Awards 2013, as well as summaries of the other 20 cases included in the full compendium (available to clients at www.novarica.com/compendium2013.) This document is provided to Council Members so they can cast their votes for the winners. Votes are due by July 31, 2013. Winners will be announced at a Panel and Networking event in NYC on August 21, 2013. Details and registration information are available online at www.novarica.com/impact2013.

Best Practices Case Study Compendium 2013Author: Matthew JosefowiczPages: 70Published: May 2013Price: $4,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryThis report includes 31 case studies from 28 insurers. It is designed to provide insurer business and IT executives with detailed examples across as broad a range as possible of diverse industry initiatives.The cases are presented in four categories:Practice: adoption of a specific practice to enhance the effectiveness of IT.Quick Hit: short projects designed to deliver specific business value.Expansion: projects that expand or enhance the capabilities of existing systems.Transformation: projects that create significant new capabilities, often involving systems replacements or re-engineeringPrior to publication, these case studies were reviewed by a nominating committee of CIO members of the Novarica Insurance Technology Research Council, which selected nominees for a Novarica Research Council Impact Award in each category. The nominees are highlighted in this report. The winners will be selected by a vote of members of the Research Council and announced in NYC on August 21.Taken together, these case studies provide a useful set of examples of impactful IT projects. While they vary widely, some common characteristics of impactful projects are:Clear articulation of expected business valueConsistent executive sponsorshipConsistent and frequent communication during the projectClose coordination with vendorsClear use of success metricsCONTENTSIndex of Case Studies…2Introduction…3General Observations About Impactful Projects…4Summaries: Practices…6Summaries: Quick Hit…14Summaries: Expansion…30Summaries: Transformation…49About Novarica…70

Business and Technology Trends: Individual Life InsurersAuthor: Chad Hersh, Rob McIsaac, Tom Benton, and Steven KayePages: 21Published: May 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryIndividual life carriers are focusing on product differentiation, speed to market, reducing operational costs, and better management of risk. In addition, attention is being paid to technology platforms where in many cases life carriers have aging platforms with redundancy in many systems. This focus is in response to a highly competitive carrier marketplace and unpredictable market equity performance.Top initiatives for individual life carriers include core system version upgrades, consolidation of redundant systems, agent portal capabilities, and STP/automation.This report provides an overview of individual life carriers’ business and technology issues, data about the marketplace, and 36 examples of recent technology investments by individual life insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…3Top Core Application Issues…5Front-End…7Core Systems…11Financials…13Documents…13Business Intelligence…15CRM…16Specialized Components…17Top Technology Priorities…18About Novarica…20

Ranking based on 3 ResponsesSystema: SIMS Claims Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Systema Software, LLC is a private software company based in Larkspur, CA with 14 employees. SIMS Claims was launched in 2006. SIMS Claims is currently in production for most P/C lines of business surveyed, including workers’ comp, personal auto and other personal lines (except inland marine and boatowners’), and commercial lines including E&O/D&O. Professional liability is supported but has no live US clients. The solution does not support surety lines of business. SIMS Claims requires Windows andMS-SQL. The solution is programmed mainly in .NET/C#, and all functions are browser based.SIMS also supports use of XML for business rules and interfaces. SIMS also utilizes HTML5 for development of SIMS Mobile. SIMS Claims has an optional business intelligence module SIMS Insight that provides data analysis and reporting capabilities. Systema Software reports that there are 16 US insurers live on SIMS Claims, with oneReferences for this Novarica ACE Ranking included:IT VP at a Midsize P/C Insurer, which has been using this solution for 5 years for claims.Senior Manager at a Small Caribbean P/C Insurer, which has been using this solution for 2 years for claims.CIO at a Midsize P/C Insurer, which has been using this solution for 2 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Email Archiving and Compliance: A Checklist for Insurer CIOsAuthors: Rob McIsaac and Tom BentonPages: 17Published: May 2013Price: $500Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:E-mail has become a basic, high availability, service offering for companies.It is also a solution that has high expectations placed around it, given both performance and regulatory compliance issues.Evolving regulatory requirements and emerging technologies are putting pressure on IT organizations to update archiving / management capabilities.This report presents issues to evaluate when considering solutions, along with insight from a survey of life and annuity carriers.This includes a checklist of best practices along with a list of potential solutions to consider.ContentsKey Points…2Overview of Key Issues…3Best Practices…6Current State atLeading Life/Annuity Insurers…12Overview of Solution Providers…13Concluding Thoughts…15About Novarica…16

2013 Research Council Meeting ReportAuthor: Matthew JosefowiczPages: 98Published: May 2013Price: $4,500Non-member insurer CIOs can apply the join the Council here. Summary of Council member benefits is here.Download previewClick here to purchase this individual report. Click here to purchase this report.SummaryMore than 30 members of the Novarica Insurance Technology Research Council, a moderated knowledge-sharing community for insurer CIOs and senior IT executives, met last week at a private networking event at the Providence Omni Hotel, to discuss the unique issues they face as CIOs in the industry. This report presents some of the key points from these discussions along with relevant Novarica research.Topics in the report include:About the CouncilNovarica TeamOutlook and Plans for 2013IT Organizational StrategyBig Data and AnalyticsCore Systems UpdateWeather and CAT ModelingPPACA and Financial ReformThe report is published in a presentation style and follows the flow of the Council Meeting.

[bankingLead]Home > Banking > Shopper Insights > Bank Shopper Snapshot Volume 6Topic: PFM Usage and ExpectationsBank Shopper Snapshot Volume 6Summary:Almost 80% of respondents who say they are going to open a new account in the next 90 days log into their institution’s online banking website weekly or more frequently.About a third of respondents use budgeting or financial planning tools: 11% use tools provided on their institution’s website; 23% use services or software that are separate from their current institution.Among users of budgeting and planning tools, about 60% say they don’t care if their institutions provide these tools, while 40% say it would be nice to have the tools made available by their providers.Among current users of tools provided on their institution’s website,almost half(45%) would liketheir providers to have these tools available.36% of respondents who currently use other software say it would be nice for their institutions to provide these tools on the website. Although budgeting and planning tools are a “nice to have” for a number of respondents, and banks that provide these tools on their websites have a slight advantage with users of the tools. Overall, very few respondents say budgeting and financial planning tools are a “must have.”About This ReportAuthors: Thuy Osman with Rob RubinPages: 10Published: Apr 2013Price: $1,000[nonclient][client][fbbdesc]

Research Report:Business and Technology Trends: Group Life/Annuities/Voluntary BenefitsAuthors: Chad Hersh, Rob McIssac, and Steven KayePages: 25Published: March 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:Since group and voluntary benefit lines of business are often sold with the same or similar rationales, we will address both in this report. The primary rationale for the offering of group products is for a group - typically an employer - to provide employees with basic access to important benefits and investment opportunities. Often, employees would not otherwise purchase these benefits as independent products, so the offerings are quite valuable. Top technology initiatives are also addressed in this report. These top initiatives for group benefit providers include benefit and policy administration systems and distribution enablers such as customer portals, agent portals, and easy enrollment capabilities.This report provides an overview of group benefit providers’ business and technology issues, data about the marketplace, and 48 examples of recent technology investments by group benefit providers.ContentsIntroduction…2Market Overviev…2Insurer Landscape…4Top Core Application Issues…6Front-End…10Core Systems…14Financials…17Documents…17Business Intelligence…19CRM…20Specialized Components…21Other Important Technology Issues…22Top 5 Technology Priorities…24About Novarica…25

Research Report:Insurance Software M&A 2013 Q1 UpdateAuthors: Matthew Josefowicz and Chad HershPages: 11Published: March 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary: This report provides an update on the M&A activity in the insurance software sector with an overview of the main participants, information about recent transactions, and predictions for future activity. With the recent acquisitions of Camilion by SAP, AQS by the Genstar Capital-backed Insurity, and IVANS by Applied Systems, M&A in the sector has picked up recently. SAP’s acquisition is the first serious move into the insurance vertical solutions space by a global technology firm since Oracle bought AdminServer and Skywire in 2008. Above it all looms the successful IPO of Guidewire, demonstrating that strategic acquisitions are not the only potential exit for investors.ContentsIntroduction…2Market Overviev…3The Players…4The Portfolio Players…5The Independent Software Vendors…7The Tech Giants…7The Financial Investors…8Implications for Insurers, Acquirers, and Targets …9Conclusions…10Related Research…10About Novarica…11

Quick IT Benchmarks for US Insurers: Overall Averages 2013Author: Matthew JosefowiczPages: 19Published: March 2013Price: $2,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report averages data from the full set of 102 US insurers. Upcoming reports in this series will analyze this data for small peer groups.CONTENTSList of Figures…2Introduction…2Operational Complexity…4Current and Previous Year Budgets…5Budget Breakdowns…6Maintenance and New Projects…8IT Staffing…9Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…18About Novarica…19

Choosing an On-site Search VendorA Novarica Banking Digital Strategies Executive BriefSummaryXML and HTML sitemaps are published by most websites. XML sitemaps help to make web pages easier for search engines to find, while HTML sitemaps provide another way for visitors to navigate. After reviewing a sample of 137 banking websites, we found that over 40% do not provide HTML sitemaps for visitors.This Executive Brief discusses the importance of including both XML and HTML sitemaps on banking websites and compares four software vendors that offer sitemap generators.About this BriefAuthors: Kim Todaro with Rob RubinPages: 5Published: March 2013Price: Call to Inquire

Best Practices In Insurance Software NegotiationsAuthors: Karlyn CarnahanPages: 9Published: March 2013Price: $500Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:With the continued high level of activity in the insurance software space, carriers have become more savvy about negotiations and constructing contracts for the new software and services. For those who are just getting into this software purchasing space, there are a number of areas that shouldn’t be over looked and should be carefully considered when finalizing the contract. This report provides a check list for things to consider in the negotiations process. This brief illustrates some of the types of issues to be considered when negotiating contracts with software and services providers.This document is not intended to be a definitive or complete list and does not cover a number of the standard legal clauses contained in many contracts. Novarica does not provide legal advice. Parties negotiating contracts should always consider the terms and conditions in depth and obtain appropriate legal advice. No liability whatsoever can be accepted for any errors or omissions in this list nor for any adverse consequences of using this document.

Maximizing the Strategic Value of IT: Nine Key Points for Insurance Business LeadersAuthors: Matthew JosefowiczPages: 6Published: March 2013Price: $500Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:While many insurer IT executives have devoted significant energy to “business/IT alignment” over the past decade, few business executives have made a similar effort. On one level, this is appropriate – IT exists to serve the business, not the other way around. However, as an information business, an insurer is completely dependent on IT to deliver the capabilities that allow it to communicate with customers and distributors, manage internal workflows, and analyze data for pricing or operational improvements.Like many industries, insurance is being transformed by rapid changes in information technology. Even today, many insurers rely on business practices that were developed in response to the constraints of 19th or 20th century information technology capabilities – when information mostly lived and traveled on paper. Some of those have been digitized and accelerated, but few have been completely reconsidered in light of 21st century truths about the speed and accessibility of information.

Minimizing Project Risk ChecklistAuthors: Sarah Bogan and Rob McIsaacPages: 7Published: March 2013Price: $500Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:Implementing modern policy administration systems should improve efficiency, processes, and functionality. Unfortunately, the tendency of insurance carriers to want to “do things they way they always have been done” compromises these potential advantages in many cases.Giving in to the need to feel comfortable by allowing requirements to reflect the current state rather than new (and generally better) business processes leads to over-customization, which generally increases delivery and operational risk, project costs, and maintenance and upgrade expenses. In addition, best practices native to the solution can end up being removed inadvertently, and the entire project as well as the overall business case can be jeopardized. Following the checklist below can help insurers avoid these risks:

Business and Technology Trends: Specialty Lines InsurersAuthor: Martina Conlon and Steven KayePages: 17Published: April 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryGiven current market conditions, many specialty insurers are focusing on growth strategies, organization-wide expense reduction and improving operational effectiveness.Top initiatives for specialty carriers include policy admin systems replacement, rating engines, business intelligence, claims systems replacement and agent portal functionality.This report provides an overview of specialty carriers business and technology issues, data about the marketplace, and over 30 examples of recent technology investments by specialty insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…3Top Core Application Issues…4Front-End…6Core Systems…8Documents…11Business Intelligence…13CRM…14Specialized Components…15Top 5 Technology Priorities…16About Novarica…17

2013 Novarica Insurance Research AgendaNovarica clients can download our 2013 research agenda here. If you’d like to request a copy of the agenda, please email inquiry@novarica.com Click here to purchase this report.  

[bankingLead]Home > Banking > Shopper Insights > Bank Shopper Snapshot Volume 5Topic: Mobile Banking Adoption/UsageBank Shopper Snapshot Volume 5Summary:81% of respondents who say they are going to open a checking account in 90 days also own smartphones.Most smartphone owners utilize mobile banking features, especially checking balances --65% of smartphone owners check balances at least weekly on their mobileRespondents who check balances every day on their mobile phone also utilize other mobile banking features. These people are the most committed to mobile banking.People who use banking features frequently will shop for institutions that provide these capabilities. Not having mobile capabilities available will potentially eliminate an institution from consideration.Although providing mobile capabilities will satisfy customers committed to mobile, having mobile features is not necessarily a driver for acquisition. Authors: Thuy Osman with Rob RubinPages: 11Published: Feb 2013Price: $1,000[nonclient][client][fbbdesc]

Banking Industry Insights Large Commercial Banks Earnings Release Full Year 2012Authors: Lee KyriacouPages: 17Published: February 2013Price: Call to InquireDownload preview SummaryBanking Industry Insight tracks the financial health and performance of the U.S. banking industry, providing both data and key commentary on current and future issues facing the industry.Different issues address quarterly performance of the industry, performance of the largest banks, differences between small, regional and national banks, coming year forecast and special topics.This particular issue provides data and commentary on the 2012 results of larger publicly traded U.S. commercial banks, based of their 4Q12 earnings releases. CONTENTSExecutive Summary3Banks Covered4Overall Results5Loans6Deposits7Loan-to-Deposit Ration8NIM, Net Interest Revenue9Total Revenue11Credit Quality12Credit Quality13Expense13Net Income14Profitability15Glossary of Terms16

Home > Banking > Digital Strategy Research > Choosing an On-Site Search VendorChoosing an On-site Search VendorAuthors: Kim Todaro with Rob RubinPages: 4Published: Feb 2013Price: Call to InquireSummaryToday, most banks and credit unions include a search tool on their websites. But many smaller institutions don’t take advantage of important features, or choose inferior solutions that offer basic on-site search functionality but poor customer experiences. The most important features to look for when selecting an on-site search vendor are:Customized results pages. Although a results page may be hosted by an outside provider, the results pages’ appearance should still reflect your institution’s look and feel so users don’t think they’ve left your site.Adding synonyms. The synonym and spell check features allows appropriate results to appear even when a user enters interchangeable words or misspells something.Prioritizing page rankings. The prioritization feature allows the institution to prioritize specific pages to be ranked at the top when certain keywords are used.Redirecting to a subdomain URL. Some vendors host results separate from their clients’ websites. Some consumers notice when URLs change, so it’s best to use a subdomain of your website or your main URL.

Ranking based on 3 ResponsesGuidewire: PolicyCenter Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Guidewire Software, Inc. (Guidewire) is a publicly held company headquartered in San Mateo, CA. Guidewire reports that there are eight North American carriers live on PolicyCenter, including seven in the US: two carriers that write personal and commercial lines (including Mercury) with over US$1 billion in NWP, two carriers that write only commercial lines (CNA, Sentry) with over US$1 billion in NWP, one that writes personal and commercial lines with under US$1 billion in NWP (Jewelers Mutual), one that writes workers’ comp only under US$1 billion in NWP (Missouri Employers Mutual), and one personal lines carrier (Kentucky Farm Bureau) under US$1 billion in NWP. One Canadian insurer with annual premium over $1 billion, The Co-operators, is also live on the system and writes both personal and commercial lines. Guidewire also has two non-North American customers live on the solution. The solution was profiled in Novarica Market Navigator™: US Property/Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:IT Director at a Large P/C Insurer, which has been using this solution for 0.8 years for Transportation.VMO Director at a Large P/C Insurer, which has been using this solution for 7 years for Small business (some of middle markets).Director, IT at a Large P/C Insurer, which has been using this solution for 2 years for Agents, underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesFirstBest: Front Office Suite Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:FirstBest Systems, Inc. (FirstBest) is a privately held company headquartered in Bedford, MA, with over 100 employees. FirstBest launched what is now the FirstBest Front Office Suite in late 2007 and primarily delivers the Suite’s applications as a managed service available on desktop/laptop and mobile devices. The Suite consists of a modular and integrated underwriter workstation (FirstBest UMS), an integrated agent portal (FirstBest Agent) and an upload application (FirstBest AppReader), and an integrated iPad mobile application (FirstBest UMS Mobile). Each module can operate as a stand-alone product or together, enabling a phased roll-out or as a complete integrated solution.Publicly announced live clients include XL Group, OneBeacon Professional Insurance (OBPI), Injured Workers' Insurance Fund (IWIF), ICW Group, Amerisafe, Beacon Mutual, PacificComp, and Preferred Concepts. The solution was profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:AVP at a Midsize P/C Insurer, which has been using this solution for 5 years for Underwriting.Vice President - Underwriting at a Small P/C Insurer, which has been using this solution for 2 years for Underwriting.VP - Underwriting, Loss Prevention and Premium Audit at a Small P/C Insurer, which has been using this solution for 2 years for Distribution channel.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesMaximum Processing Inc.: The Stingray System Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Maximum Processing, Inc. is a private company with 50 employees and offices in Bradenton, FL and Garner, NC. Annual revenue is reported as under $5 million. Their flagship product is the Stingray System, a modular suite that includes Stingray Policy Processing, which may also be purchased as a stand-alone module. Maximum Processing reports that 20 US carriers are live on Stingray Policy Processing, including seven personal lines carriers, seven commercial carriers (including one that writes commercial and workers’ comp), five carriers that write both personal and commercial lines (including one with annual premium over $1 billion), and one that writes personal, commercial and workers’ comp. Publicly announced clients include American Leader, Preferred Auto, Mutual Aid eXchange, Kentucky National Insurance, Dallas National Insurance, Pet Partners, Southern Casualty, and American Alliance. The solution was profiled in Novarica Market Navigator™: US Property / Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:Director of IT / Secretary Board of Directors at a Small P/C Insurer, which has been using this solution for 6 years for Non-standard private passenger auto.CIO at a Small P/C Insurer, which has been using this solution for 2 years for Agent, portal, underwriting, policy issue and admin, claims, billing, accounting, etc..CFO at a Small P/C Insurer, which has been using this solution for 1 years for All areas.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesStoneRiver: PTE Financial Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver, Inc.'s PTE Financial solutions are general ledger and accounts payable solutions designed for insurance financial reporting. StoneRiver has PTE Financial solutions in production at a wide range of life/annuity/health and property/casualty insurers across nearly all lines and product types.References for this Novarica ACE Ranking included:Senior Accountant at a Small P/C Insurer, which has been using this solution for 20 years for Back Office.Senior Financial Accountant at a Small P/C Insurer, which has been using this solution for 15 years for Service.Treasurer at a Small P/C Insurer, which has been using this solution for 12 years for Finance / Accounting.Senior Accountant at a Small P/C Insurer, which has been using this solution for 17 years for Financial Corp office.Sr. Application Administrator at a Large P/C Insurer, which has been using this solution for 11 years for Claims Payments, General Disbursements, etc.Manager of Data Resources and Financial Analysis at a Large P/C Insurer, which has been using this solution for 16 years for Finance.Network Manager at a Large P/C Insurer, which has been using this solution for 20 years for Accounting.Senior Financial Accountant at a Midsize P/C Insurer, which has been using this solution for 16 years for Financial.Asst Controller at a Midsize Reinsurer, which has been using this solution for 14 years for Finance.Asst. Accountant at a Small P/C Insurer, which has been using this solution for 9 years for Administration and Finance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 Responses Innovation Group: FNOL (Service) Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Innovation Group plc is a publicly traded UK-based provider of Business Process Outsourcing (BPO), software, and systems integration solutions, primarily to the property & casualty insurance industry. BPO offerings include auto physical damage management, claim and policy administration, and First Notice of Loss (FNOL) reporting. The company was founded in 1997 and as of September 2009 had worldwide revenues of £155.9 million and 2,300 employees. The Innovation Auto team offers Auto Physical Damage Management services to property & casualty carriers, TPAs, and fleet providers.These services include desk reviews, glass claims administration, heavy duty equipment claim services, a managed repair network, out-of-network managed repair and appraisal services, managed IA, salvage management, subrogation, and total loss management. Publicly announced North American customers (for all services and solutions) include AAA Mid-Atlantic, Ameriprise, Leaseplan USA, Main Street Insurance, and the State Compensation Insurance Fund of California. The company has over 200 customers.References for this Novarica ACE Ranking included:Director of Operations at a WC Solution Provider, which has been using this solution for 5+ years for Claims.Claims Manager at a Midsize Multiline Insurer, which has been using this solution for 4+ years for Claims.Service Manager at a Midsize P/C Insurer, which has been using this solution for 5 years for Service and claims.Process & Performance Executive at a Large Multiline Insurer, which has been using this solution for 5+ years for Claims.Director of Claims at a Small P/C Insurer, which has been using this solution for 1.1 years for Claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesSunGard: iWorks EAS Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems has over 20,000 employees and over $5 billion in revenue. SunGard iWORKS Enterprise Accounting System (EAS) is financial accounting and reporting software designed for the insurance industry, part of SunGard’s iWORKS suite including front-office tools, policy administration systems, reinsurance systems, actuarial calculations systems, financial and investment accounting systems, and reporting systems. Publicly announced clients include American Community Mutual Insurance Company and Folksamerica Reinsurance Company.This product was last profiled in Novarica Market Navigator™: US Insurance GL/Financials 2012 (Q1).References for this Novarica ACE Ranking included:Manager at a Midsize Multiline Insurer, which has been using this solution for 3 years for Finance staff, but all aspects of company ultimately hit the ledger.Vice President at a Midsize P/C Insurer, which has been using this solution for 7 years for Back office.Controller at a Large Multiline Insurer, which has been using this solution for 6 years for Finance.Sr. Systems Consultant at a Large Life Insurer, which has been using this solution for 13 years for Back office.SOX Compliance Analyst at a Midsize P/C Insurer, which has been using this solution for 1 years for Accounting.Sr VP & Treasurer at a Small Life Insurer, which has been using this solution for 14 years for Financial Accounting.Senior Financial Accounting Analyst at a Large Multiline Insurer, which has been using this solution for 2 years for Accounting.Director of Accounting at a Small P/C Insurer, which has been using this solution for 8 years for Auto clue, travel, insurance..VP Controller at a Large Multiline Insurer, which has been using this solution for 6 years for Back office.AVP - Corporate Accounting at a Midsize P/C Insurer, which has been using this solution for 1 years for Back Office (Financials).Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesOneShield: OneShield Dragon Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:OneShield Dragon is a P&C policy administration system that was released in 2001 and re-architected in 2008. OneShield reports 12 North American clients using the Dragon front end, 6 personal lines carriers and 6 commercial lines carriers. Publicly-announced clients include Bristol West Insurance Group, Capitol Indemnity Corporation, Darwin Professional Underwriters, Farmers Alliance Mutual Insurance, Hanover Insurance Group, Main Street America, Max Specialty Insurance Company, Montpelier U.S. Insurance Company and PURE High Net Worth Insurance. The solution was profiled in Novarica Market Navigator™: US Property /Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:Snr Information Technology Architect at a Midsize Canadian P/C Insurer, which has been using this solution for 1 years for Underwriting , Brokers.Chief Architect at a Large P/C Insurer, which has been using this solution for 7 years for Commercial Lines.Director of Business Development at a Midsize P/C Insurer, which has been using this solution for 5 years for Underwriting, distribution/channel, back office.EVP IT at a Large P/C Insurer, which has been using this solution for 8 years for Underwriting and external producers.Sr. Manager at a Large P/C Insurer, which has been using this solution for 1 years for Distribution/channel.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesSunGard: iWorks Investments Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems is a privately-held company based in Wayne, PA with over 20,000 employees and over $5 billion in revenue. SunGard iWORKS Investments is designed to address complex investment portfolio management, accounting and reporting requirements.References for this Novarica ACE Ranking included:Staff Accountant at a Midsize P/C Insurer, which has been using this solution for 10 years for Finance.Sec/Treas & CFO at a Midsize Life Insurer, which has been using this solution for 20 years for Back office.Treasury Manager at a Large L/H Insurer, which has been using this solution for 3 years for Investment Reporting and Accounting.Investment & Cash Control Manager at a Large Multiline Insurer, which has been using this solution for 15 years for Treasury/Finance.Treasurer at a Small P/C Insurer, which has been using this solution for 6 years for Accounting.Corporate Accounting Manager at a Large Multiline Insurer, which has been using this solution for 12 years for Back office.CFO at a Small P/C Insurer, which has been using this solution for 10 years for Accounting office.VP Finance at a Large Reinsurer, which has been using this solution for 7 years for Investment tracking company.Asst. Treasurer at a Small P/C Insurer, which has been using this solution for 6 years for Accounting.Associate Vice President - Investments at a Midsize P/C Insurer, which has been using this solution for 6 years for Statutory & GAAP accounting information.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesSunGard: iWorks Macess Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems is a privately-held company based in Wayne, PA with over 20,000 employees and over $5 billion in revenue. iWorks Macess is a business process management and enterprise content management solution.References for this Novarica ACE Ranking included:Assistant Director Claims Operations at a Small L/H Insurer, which has been using this solution for 1 years for Claims and correspondence.Director, IS App Dev & Prod Svcs at a Large L/H Insurer, which has been using this solution for 3 years for Claims Operation, Member Services, UM, Pharmacy Services, Group Services.System Administrator at a Midsize L/H Insurer, which has been using this solution for 14 years for All departments - Customer Service, Marketing, Medical Affairs, Membership and Billing, Finance, Special Investigations.System Administrator at a Small L/H Insurer, which has been using this solution for 7 years for Healthcare.Director of IT at a Midsize L/H Insurer, which has been using this solution for 12 years for Claims, customer service, provider relations, medical management, finance, human resources.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesNapersoft: CCM/zCCM Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Napersoft is a privately held company headquartered in Naperville, IL. The company has an annual revenue of under $5 million. Total company headcount has not been disclosed. Napersoft CCM and zCCM are enterprise document creation suites used for high-volume customized customer communications as well as individual correspondence. CCM handles simple bills and statements, forms (including ISO forms), policy documents, and customer communications, while zCCM can be used to create all these documents and provides more complete functionality for bill and statement creation.Napersoft reports that more than 40 US carriers are live on zCCM and CCM, both in life/health and P&C lines. Half of these have over $1 billion in annual premium, with a higher percentage of life/health carriers above the $1 billion mark. There are twice as many life/health carriers live on the solution than P&C. CCM was profiled in Novarica Market Navigator™: US Insurance Document Creation Solutions 2011 (Q1).References for this Novarica ACE Ranking included:Senior Software Developer at a Small L/H Insurer, which has been using this solution for 1 years for Claims appeals.Server Administrator at a Large Multiline Insurer, which has been using this solution for 4 years for Roadside insurance.Assistant Vice President Information Technology at a Midsize L/H Insurer, which has been using this solution for 20 years for Sales, underwriting, claims, policy service, accounting, MCR.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesPerceptive Software: ImageNow Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Perceptive Software Inc. is a privately held company with approximately 580 employees and headquarters in Shawnee, KS.ImageNow is an enterprise document management solution that provides document intake, storage and indexing, as well as point-and-click workflow creation. A limited document creation capability is provided via integration with Microsoft Word, and an optional module exposes many program features for SOA via web services. Current clients include Cypress Care, Diamond Insurance Group, AmFed, Bankers Insurance Group, Farmers Mutual Insurance, Premera Blue Cross, Risk Administrative Services and Braishfield Associates. It was profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3).References for this Novarica ACE Ranking included:Director at a Midsize P/C Insurer, which has been using this solution for 5 years for Underwriting, claims, policy operations.CTO at a Midsize Underwriter, which has been using this solution for 5.5 years for Underwriting, Claims, AP.Vice President at a Midsize P/C Insurer, which has been using this solution for 15 years for UW, Claims, Backoffice, Distribution.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesOptical Image Technology: DocFinity Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Optical Image Technology’s DocFinity is a suite of integrated document management and workflow software products for a variety of industries including insurance. Optical Image Technology is a privately held company headquartered in State College, PA. Publicly announced clients include Chautauqua Patrons’ Insurance Company, Esurance, Farmers, Mercer Insurance Group, Michigan Millers Mutual Insurance Company, and Unitrin Direct.References for this Novarica ACE Ranking included:CFO at a Small P/C Insurer, which has been using this solution for 5 years for Underwriting, claims.President & CEO at a Small P/C Insurer, which has been using this solution for 3 years for Insurance (claims, underwriting).President at a Small P/C Insurer, which has been using this solution for 4 years for Underwriting, claims, bookkeeping.President/CEO at a Small P/C Insurer, which has been using this solution for 7 years for Claims, underwriting, back office and more.IT Director at a Midsize P/C Insurer, which has been using this solution for 14 years for Sales, service, underwriting, and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesSilanis Technology: e-Sign Enterprise Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Silanis Technology is a privately held company founded in 1992.Silanis has offices in Montreal, Canada and McLean, VA, with about 100 employees. Silanis notes that E-Sign Enterprise’s client base includes eight of the top fifteen insurance companies.Publicly announced US clients include: the US Army.References for this Novarica ACE Ranking included:Manager Programming Analysis at a Large P/C Insurer, which has been using this solution for 8 years for Service.Asst Director - IT at a Large Life Insurer, which has been using this solution for 5 years for Call center sales.Application Development Manager at a Large Life Insurer, which has been using this solution for 1 years for Customer Application Submission.Senior Business Process Analyst at a Large Life Insurer, which has been using this solution for 2 years for Service.AVP, Field Systems at a Large Multiline Insurer, which has been using this solution for 8 years for Direct Marketing Channel.Director of Operations at a Large Multiline Insurer, which has been using this solution for 1 years for New business policy issue.Program Manager - ecommerce at a Large P/C Insurer, which has been using this solution for 4 years for Sales.Manager, ITS Web Development at a Large Multiline Insurer, which has been using this solution for 4 years for Agency.Sr. Systems Analyst at a Midsize P/C Insurer, which has been using this solution for 2 years for Underwriting.VP, USIG Ops at a Large Life Insurer, which has been using this solution for 2 years for Life term new business.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesOceanwide: Genoa Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Oceanwide, Inc. is a company headquartered in Montreal, Canada, with 125 employees and between US$5 million and US$25 million in revenue, providing a range of hosted insurance software solutions. The company has over 60 developers, analysts and implementation support specialists. The Genoa Marine Insurance Platform is Oceanwide’s modular solution for marine insurance, enabling real-time collaboration between brokers, underwriters, claim settling agents and shippers in the management and administration of marine insurance policies. Publicly announced live clients include AIG, AON, CHUBB, Fireman’s Fund, Great American, and International Marine Underwriters, part of OneBeacon, LIBERTY, Lloyd’s, Marsh, STARR, The Hartford, Watkins, Willis, Zurich.References for this Novarica ACE Ranking included:Vice President at a Large P/C Insurer, which has been using this solution for 0.75 years for Underwriting, claims.SVP at a Large P/C Insurer, which has been using this solution for 1 years for Underwriting and Client Service.VP at a Midsize P/C Insurer, which has been using this solution for 2+ years for Underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesStoneRiver: Pro Financial Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions StoneRiver has approximately 2,000 employees. PRO Financial Solutions are StoneRiver’s financial management and compliance solutions, including GL, AP, annual statement, unclaimed property reporting, and payment distribution. Publicly announced clients include Kingsway America Inc., Olympus Insurance, and United Commercial Travelers of America.This product was most recently featured in Novarica Market Navigator™: US Insurance GL/Financials 2012 (Q1).References for this Novarica ACE Ranking included:Field Support Coordinator/Brokerage Operations at a Small Life Insurer, which has been using this solution for 2 years for Back Office.CFO at a Small P/C Insurer, which has been using this solution for 10 years for Accounting.Manager, Accounting Services at a Midsize Multiline Insurer, which has been using this solution for 1 years for Accounting.Vice President, Finance at a Small P/C Insurer, which has been using this solution for 2 years for Accounting/Finance.Controller at a Small P/C Insurer, which has been using this solution for 7 years for Finance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesMULTICO Rating Systems Inc.: netPOSitive Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:MULTICO Rating Systems, Inc. (MULTICO) is a privately held company based in Seattle, WA, with approximately 20 employees. The company’s agent portal, netPOSitive, was launched in 2005 and was last re-architected with an interface enhancement in 2009. The solution is live supporting personal auto and other personal lines. It is designed to support small commercial lines including workers’ comp, and is live supporting commercial auto at this time. Four clients are live on the solution, all personal lines carriers with less than US$1 B in NWP. Publicly announced live clients include Unigard, Commerce West, Sublimity, and AAA Northern California, Nevada & Utah. The solution was last profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:IT Analyst Lead at a Large Multiline Insurer, which has been using this solution for 8 years for Front line users (agents).Executive Vice President at a Small P/C Insurer, which has been using this solution for 6 years for Rating and application submission.President at a Small P/C Insurer, which has been using this solution for 1 years for Sales, underwriting, service.Agency Technology Team Leader at a Large P/C Insurer, which has been using this solution for 7 years for Personal lines policy rating and application submission.Business Analyst at a Large P/C Insurer, which has been using this solution for 4 years for Distribution/channel, rating, Point of Sale document generation.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesSunGard: iWorks Reinsurance Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard is a privately held company headquartered in Wayne, Pennsylvania with 20,000 employees in more than 200 offices in 30 countries. iWorks Reinsurance Management solution is a reinsurance administration solution offering support for both P&C and reinsurance carriers.References for this Novarica ACE Ranking included:Accounting Project Manager at a Large Multiline Insurer, which has been using this solution for 12 years for Reinsurance Administration; Accounting.IT Manager - Application Development at a Large Multiline Insurer, which has been using this solution for 7 years for Reinsurance Accounting & Collections.Sr. Software Engineer at a Large Multiline Insurer, which has been using this solution for 9 years for Ceded Reinsurance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesInnovation Group: Insurer Claims Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Innovation Group is a publicly traded company headquartered in the UK with approximately 2,400 employees. The company reported over US$264 million in annual revenue in 2011, 80% of which is insurance-related. Innovation Group reports that a total of 26 production implementations use either current or earlier versions of Insurer Claims for both personal and commercial lines. Three clients are on the current version, with 8 in progress. Three implementations are a SaaS/BPO implementation supporting over 104 insurers and another one for over 40 insurers. Implementations in progress include company-specific on-premise implementations as well as ASP, SaaS/BPO and cloud. Publicly announced clients include Avis Budget Group, JM Family, Hertz Claims Management, Bingle, Mountain West Farm Bureau, and Aviva Canada. The solution was last profiled in Novarica Market Navigator™: US Property/Casualty Claims Solutions 2012 (Q3).References for this Novarica ACE Ranking included:European Claim Manager at a Claims Administrator, which has been using this solution for 4 years for Auto and casualty claims.Casualty/Audit Director at a Midsize P/C Insurer, which has been using this solution for 1 years for Claims.DRP/CAT Coordinator at a Small P/C Insurer, which has been using this solution for 2 years for Claims.SVP, Broker & Customer Care at a Large Canadian P/C Insurer, which has been using this solution for 9 years for Claims.Vice President, Information Technology at a Midsize P/C Insurer, which has been using this solution for 3 years for Claims management.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesIntuitive Web Solutions: BriteCore Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Intuitive Web Solutions, LLC (IWS) is based in Springfield, MO and has 44 employees. Annual revenue is under $5 million. All IWS employees support BriteCore, including 11 in customer-facing roles. Clients have dedicated support staff. IWS’s policy administration solution, BriteCore, was launched in 2010. It has all functionality surveyed by Novarica except state filings. IWS reports that there are 17 US insurers live on BriteCore and 10 US insurers in implementation. Clients are currently live on BriteCore in several US states for personal lines, commercial property and liability, and other P/C lines of business. All clients have less than $100 million in annual premium and most write both personal and commercial lines of business, although three carriers write only personal business and one writes only commercial. Panhandle Farmers Mutual Insurance Company is a publicly announced client. The solution was last profiled in Novarica Market Navigator™: US Property/Casualty Policy Administration Solutions 2012 (Q2).References for this Novarica ACE Ranking included:Treasurer/CIO at a Small P/C Insurer, which has been using this solution for 1.3 years for Policy issuance, claims handling, underwriting, billing.President & CEO at a Small P/C Insurer, which has been using this solution for 1 years for Underwriting, claims, accounting.President & CEO at a Small P/C Insurer, which has been using this solution for 1 years for Insurance.Underwriter at a Small P/C Insurer, which has been using this solution for 2 years for Insurance processing.President/CEO at a Small P/C Insurer, which has been using this solution for 2 years for Underwriting, claims, back office, policy admin.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesStoneRiver: Life Portraits ES Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions on March 1, 2009. StoneRiver is headquartered in Oakland, CA with more than 2,000 employees and over US$100 million in annual revenue. Life Portraits is their illustration and lightweight agent portal connector for LHA carriers.The solution provides policy illustrations, needs analysis, rules-driven electronic applications, and supports electronic signatures to give carriers straight-through processing capabilities.This product was most recently profiled in Novarica Market Navigator™: North America Illustrations Solutions 2013 (Q1).References for this Novarica ACE Ranking included:Field Support Coordinator/Brokerage Operations at a Large Life Insurer, which has been using this solution for 10 years for Distribution.Business Analyst at a Small Multiline Insurer, which has been using this solution for 4 years for Distribution Channel Service.Life Officer at a Large Life Insurer, which has been using this solution for 10 years for Sales, client fulfillment, new business processing, online quoting.Director - IT at a Large Life Insurer, which has been using this solution for 13 years for IT.Director - Life Product Support at a Large Multiline Insurer, which has been using this solution for 11 years for Sales and Service.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesSunGard: iWorks Compass Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems is a privately-held company based in Wayne, PA with over 20,000 employees and over $5 billion in revenue. iWorks Compass is a core administration system used to manage solutions for group and individual insurance and benefit lines of business.This product was last profiled in Novarica Market Navigator™: US Life and Annuities Agent Portal Solutions 2012 (Q2).References for this Novarica ACE Ranking included:Sr IT Analyst at a Large Life Insurer, which has been using this solution for 6 years for Policy administration.Director, Solutions at a Large Canadian Life Insurer, which has been using this solution for 7 years for Back Office.VP & CIO at a Large Life Insurer, which has been using this solution for 4 years for Back Office.Manager, Application Development at a Large Multiline Insurer, which has been using this solution for 11 years for General Administration, Collections.Director, Specialty Technology at a Large Life Insurer, which has been using this solution for 9 years for Administration and Billing, Underwriting, Finance Support.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesCincom: Eloquence Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Cincom Systems, Inc. is a large privately held company headquartered in Cincinnati, OH, with a diverse portfolio of business software solutions and over 800 employees. Cincom has been providing document solutions since 1982 and has over 200 installed customers worldwide in insurance and across a variety of industries. Launched in 2006, Eloquence is Cincom’s flagship enterprise document creation suite, used for batch document automation, interactive generation, and on-demand document production. Eloquence is currently installed at 35 insurance clients: 15 health insurers, 9 life/annuity insurers, 8 personal insurers, and 3 commercial insurers. Of these, 3 personal carriers, 2 commercial carriers, 11 health carriers, and 5 life/annuity carriers have over $1 billion in NWP. Current clients include GEICO, Montana State Fund, Church Mutual Insurance, Molina Healthcare, WPS Health, Medica Health Plans, Unisys (HealthPAS), Shelter Insurance, and CareSource. Eloquence was last mentioned in Novarica Market Navigator™: US Insurance Document Solutions 2011 (Q4).References for this Novarica ACE Ranking included:Sr. Manager, Enterprise Health Care Management at a Midsize L/H Insurer, which has been using this solution for 1 years for Healthcare management.Director Information Services at a Large P/C Insurer, which has been using this solution for 1 years for Underwriting.Application Development Manager at a Midsize P/C Insurer, which has been using this solution for 4 years for Claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesHyland Software: OnBase Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:OnBase is an enterprise document management solution from Hyland Software, Inc. profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3), published in August 2008.References for this Novarica ACE Ranking included:Manager, Process Improvement at a Large P/C Insurer, which has been using this solution for 3 years for Claims, back office, service.OnBase Administrator at a Large L/H Insurer, which has been using this solution for 8 years for New business, claims, almost every area of the company.Operations Support Team Leader at a Midsize P/C Insurer, which has been using this solution for 5 years for Processing, underwriting, claims.Manager, Information Systems at a Midsize L/H Insurer, which has been using this solution for 10 years for Claims, medical management (referrals, case, disease), Human Resources, accounts payable, enrollment.IT Analyst at a Large L/H Insurer, which has been using this solution for 7 years for All.OnBase System Administrator at a Midsize L/H Insurer, which has been using this solution for 7 years for Claims, customer service, financial, HR.VP Systems at a Large Reinsurer, which has been using this solution for 10 years for Accounting, claims, law, systems, underwriting, etc..Group CIO at a Small Caribbean L/H Insurer, which has been using this solution for 5 years for Underwriting, claims, back office.Workflow Developer at a Large L/H Insurer, which has been using this solution for 10 years for Service, administration, HR.VP of IT at a Midsize P/C Insurer, which has been using this solution for 4 years for Claims, underwriting, administration, customer service, legal.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesThunderhead: Thunderhead NOW Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Thunderhead Inc. is a privately held company based in the UK and with American headquarters in New York City. Globally, the company comprises approximately 200 employees. Annual revenue is between $50 and $100 million.Launched in 2004 and continually updated since then, Thunderhead NOW is a document creation platform based on open standards architecture and XML.This solution was last profiled in Novarica Market Navigator: US Insurance Document Creation Solutions 2011 (Q4).References for this Novarica ACE Ranking included:IT Manager at a Large L/H Insurer, which has been using this solution for 1 years for Correspondence.Sr program manager, PMO at a Midsize P/C Insurer, which has been using this solution for 1 years for Back office, Operations, Participant communications.Doc Mgt Team Lead at a Large P/C Insurer, which has been using this solution for 2 years for Billing Invoices.Senior Business Analyst at a Large Canadian P/C Insurer, which has been using this solution for 4 years for Underwriting, claims.Manager, SD at a Midsize Multiline Insurer, which has been using this solution for 3 years for Policy administration, underwriting, policy support, customer self service.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesNXTECH: CONNEXT Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:NxTech ConneXt™ interfaces property/casualty insurers with their distribution channels. NxTech has 65 clients for their ConneXt solution in the U.S.. Publicly announced clients include The Cincinnati Insurance Company, Indiana Farmers Mutual Insurance Company, The Main Street America Group, Penn National Insurance, Preferred Mutual Insurance, The Privilege Underwriters Reciprocal Exchange (PURE), and SPARTA Insurance Company.The solution was last profiled in Novarica Market Navigator™: Agency Connectivity 2009 (Q1).References for this Novarica ACE Ranking included:Manager Application Development at a Midsize P/C Insurer, which has been using this solution for 2 years for Underwriting.Chief Advisory Officer at a Midsize Multiline Insurer, which has been using this solution for 1 years for Auto and home for independent agents.CIO at a Small P/C Insurer, which has been using this solution for 6 years for Distribution/channel, back office.Solution Architect at a Large Multiline Insurer, which has been using this solution for 3 years for Policy services.Senior Vice President & CIO at a Midsize P/C Insurer, which has been using this solution for 3 years for Distribution/channel.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 APAC ResponsesSunGard: iWorks Prophet Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard's iWORKS Prophet is an enterprise actuarial modeling system used by both life/health and property & casualty insurers for their risk management and reporting requirements, originally acquired from Deloitte & Touche LLP-UK. Actuarial Resources Corporation (ARC) is the sole authorized distributor of Prophet in North America. Publicly-announced clients include Securian Financial Group in the U.S. and Aviva, Axa, and Generali Germany outside the U.S.References for this Novarica ACE Ranking included:Manager at a Small APAC Life Insurer, which has been using this solution for 5 years for Back Office.Associate Director at a Large APAC Multiline Insurer, which has been using this solution for 15 years for Life insurance valuation.Senior Manager - Actuarial at a Large APAC Life Insurer, which has been using this solution for 12 years for Actuarial.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesGuidewire: ClaimCenter Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Guidewire Software Inc. (Guidewire) is a publicly traded company (NYSE: GWRE) headquartered in San Mateo, CA, with over 790 employees. Guidewire’s flagship product is ClaimCenter, a claims management solution. A total of 48 US insurers are live on ClaimCenter, many using it for both commercial and personal lines. Approximately one third of the client base has over US$1 billion in NWP, and Guidewire notes a further 26 live clients outside the US. Guidewire’s publicly announced US clients include Amica Mutual Insurance, CNA, FCCI, GEICO, Hastings Mutual, Jewelers Mutual, Kemper, Main Street America Group, Mercury Insurance Group, Montana State Fund, Nationwide, QBE North America, Safe Auto, State Auto, and Westfield Insurance. The solution was profiled in Novarica Market Navigator™: US Property/Casualty Claims Solutions 2012 (Q3).References for this Novarica ACE Ranking included:CIO/VP of IT at a Midsize P/C Insurer, which has been using this solution for 7.5 years for Claims.VP IT at a Midsize Canadian P/C Insurer, which has been using this solution for 0.8 years for Claims.Director at a Large P/C Insurer, which has been using this solution for 8 years for Claim processing.Director, Strategic Initiatives at a MidsizeCanadian P/C Insurer, which has been using this solution for 0.7 years for Claims.Deputy Director & CFO at a Small P/C Insurer, which has been using this solution for 2+ years for Claims, IT, accounting, etc..Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesInsuresoft: The Diamond System Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Insuresoft is a privately held company headquartered in University Park, IL, with between US$5 million and US$25 million in revenue. Diamond was released in 1993 and re-architected in 2007. The solution includes all functionality surveyed by Novarica except assumed reinsurance management. In 2011 Insuresoft released a new web UI for all core modules including Policy, Billing, and Claims as well as agent and consumer facing portals. Publicly announced clients include Ag Workers Mutual Auto Insurance Company, Buckeye Insurance Group, Cincinnati Equitable Insurance Company, Federated Insurance, Grange Insurance Group, Nevada General Insurance Company, Northern Mutual Insurance Company, Safeway Property Insurance Company, Southern Mutual Insurance Company, and Unique Insurance. The solution is profiled in Novarica Market Navigator™: US Property/Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:VP Personal Lines at a Large P/C Insurer, which has been using this solution for 10 years for Personal lines, agency issuance, underwriting, rules, straight through processing, etc..CIO & VP, Technical Operations at a Small P/C Insurer, which has been using this solution for 12 years for All.SVP Personal Auto at a General Agency, which has been using this solution for 7 years for Underwriting, accounting, product mgmt., customer service, claims, back office..Senior Programmer Analyst at a Large P/C Insurer, which has been using this solution for 12 years for Contact center, underwriting, back office.SVP, Underwriting & Operations at a Small P/C Insurer, which has been using this solution for 1 years for All business areas.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesECCA: Mutual Expert Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:ECCA Payroll + Business Solutions (ECCA) is based in Erie, PA with 37 employees. Annual revenue is under $5 million. ECCA’s initial policy administration solution was launched in 1980. ECCA’s Mutual Expert, the latest policy administration solution, was launched in 2004 and last re-architected in 2008. It provides most functionality surveyed by Novarica. ECCA reports that there are 9 US insurers live on Mutual Expert, all of which have annual premium under $1 billion. Seven of these carriers write both personal and commercial lines of business, while two write only commercial lines of business. Publicly named clients include Farmers Mutual of Ellinwood, Kansas, Hospitality Mutual Insurance Company, Hannahstown Mutual, Juniata Mutual, Lutheran Mutual, Nazareth Mutual, Wall Rose Mutual, Windsor-Mount Joy Mutual and Hospitality Insurance Company. Mutual Expert was last profiled in Novarica Market Navigator™: US Property / Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:Company Manager at a Small P/C Insurer, which has been using this solution for 4 years for Underwriting, claims, back office, policy management.Treasurer at a Small P/C Insurer, which has been using this solution for 8 years for Policy rating & issuance, claims.CEO at a Small P/C Insurer, which has been using this solution for 4 years for Back office, underwriting, claims, accounts receivable.Business Manager at a Small P/C Insurer, which has been using this solution for 15 years for All.VP at a Small P/C Insurer, which has been using this solution for 3 years for Underwriting, claims accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesInnovation Group: Innovation Auto (Service) Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Innovation Group plc is a publicly traded UK-based provider of business process outsourcing (BPO), software, and systems integration solutions, primarily to the property & casualty insurance industry. BPO offerings include auto physical damage management, claim and policy administration, and First Notice of Loss (FNOL) reporting. The company was founded in 1997 and as of September 2009 had worldwide revenues of £155.9 million and 2,300 employees. The Innovation Auto team offers Auto Physical Damage Management services to property & casualty carriers, TPAs, and fleet providers.These services include desk reviews, glass claims administration, heavy duty equipment claim services, a managed repair network, out-of-network managed repair and appraisal services, managed IA, salvage management, subrogation, and total loss management. Publicly announced North American customers (for all services and solutions) include AAA Mid-Atlantic, Ameriprise, Leaseplan USA, Main Street Insurance, and the State Compensation Insurance Fund of California. The company has over 200 customers.References for this Novarica ACE Ranking included:Home Office Claim Manager at a Midsize P/C Insurer, which has been using this solution for 3 years for Claims.Claim Strategy Specialist at a Large P/C Insurer, which has been using this solution for 4 years for Claims.Insurance Claims Business Center Director at a Large Multiline Insurer, which has been using this solution for 4 years for Claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesiPartners: Insurance Scorecard Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:iPartners, LLC is a private company based in Alpharetta, GA with approximately 20 employees. iPartners’ business intelligence and reporting solution for P/C insurers, Insurance Scorecard, was launched in 2002 as a division of Application Partners and last re-architected in 2011. The solution includes an insurance-specific data model with more than 70 industry-standard KPIs and supports all subject areas surveyed by Novarica for over 50 different lines of business. Publicly announced clients include Republic Group, GuideOne, American Safety Insurance, United Property & Casualty, Celina Insurance, Mercer Insurance, and Colorado Farm Bureau. A profile of the solution appeared in Novarica Market Navigator™: Business Intelligence Solutions for US Insurers (2012).References for this Novarica ACE Ranking included:Network Administrator at a Small P/C Insurer, which has been using this solution for 1 years for Business planning, agent production.SVP & CIO at a Midsize P/C Insurer, which has been using this solution for 2 years for Underwriting, actuarial, operations, executive, and finance.Manager at a Midsize Multiline Insurer, which has been using this solution for 2 years for Sales.Product Manager at a Small P/C Insurer, which has been using this solution for 1 years for Underwriting, claims, marketing, and product management.Director of Information Technologies at a Midsize P/C Insurer, which has been using this solution for 3 years for Underwriting and marketing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesAgencyport: AgencyPortal Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Agencyport Software was founded in 2000 and is headquartered in Boston, MA with approximately 345 employees. Roughly 110 employees support AgencyPortal with over 95 in client-facing roles. Annual revenue is approximately $60M worldwide. Agencyport reports that there are 39 US clients live on AgencyPortal, including 32 commercial lines implementations and 14 personal lines implementations. AgencyPortal was last profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:CIO at a Midsize P/C Insurer, which has been using this solution for 6.5 years for Distribution and underwriting.EVP & CIO at a Midsize P/C Insurer, which has been using this solution for 2 years for Business origination.SVP & CIO at a Midsize P/C Insurer, which has been using this solution for 8 years for Underwriting, claims, and operations.SVP & CIO at a Midsize P/C Insurer, which has been using this solution for 3 years for Distribution via independent agents.Manager, Business Systems Projects at a Midsize P/C Insurer, which has been using this solution for 5 years for Underwriting.Sr. Business Analyst at a Midsize P/C Insurer, which has been using this solution for 7 years for Underwriting.Business Solution Architect at a Large P/C Insurer, which has been using this solution for 4.5 years for New business, underwriting.AVP, Insurance Operations at a Midsize P/C Insurer, which has been using this solution for 6 years for Agency entry of homeowner and personal automobile lines of business.AVP – Application Services at a Large P/C Insurer, which has been using this solution for 3 years for Commercial insurance - distribution.VP, Business Systems Delivery at a Midsize P/C Insurer, which has been using this solution for 2 years for Distribution, underwriting, and back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesStoneRiver: ID3 Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions on March 1, 2009. ID3 is a life, health, and annuity policy administration system, that integrates with Life Portraits ES and LifeSuite solutions.Publically announced clients include: Amica Life and Trustmark Life Insurance Company.This product was most recently profiled in Novarica Market Navigator™: US Life/Annuity/Health Policy Administration Solutions 2012 (Q2).References for this Novarica ACE Ranking included:Assistant Vice President at a Midsize Life Insurer, which has been using this solution for 20 years for Service.Director, Project Management & Systems Support at a Large Life Insurer, which has been using this solution for 14 years for Service, underwriting, back office.IS Application Development Director at a Large Life Insurer, which has been using this solution for 9 years for All Home Office and Field Offices.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesAgencyport: AgencyConnect Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Agencyport Software is a privately held company based in Boston, MA. AgencyConnect provides infrastructure for agency interface transactions. AgencyConnect is a highly integrated modular component to provide integration of AgencyPortal with agency management systems and comparative raters. The solution was last profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:SVP & CIO at a Midsize P/C Insurer, which has been using this solution for 3 years for Distribution via independent agents.Manager, Business Systems Projects at a Midsize P/C Insurer, which has been using this solution for 8 years for Underwriting.Sr. Business Analyst at aMidsize P/C Insurer, which has been using this solution for 7 years for Underwriting.Business Solution Architect at a Large P/C Insurer, which has been using this solution for 4.5 years for New business, underwriting.AVP, Insurance Operations at a Midsize P/C Insurer, which has been using this solution for 6 years for Distribution of underwriting products to agency users.AVP – Application Services at a Large P/C Insurer, which has been using this solution for 3 years for Distribution.VP Business Delivery at a Midsize P/C Insurer, which has been using this solution for 2 years for Distribution personal lines.Chief Architect at a Large Multiline Insurer, which has been using this solution for 3 years for Personal lines upload.IT Operations Division Manager at a Midsize P/C Insurer, which has been using this solution for 4 years for Rating, inquiry, agency interface.Underwriting Director at a Midsize P/C Insurer, which has been using this solution for 3.3 years for Underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 5 ResponsesStoneRiver: LifeSuite Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions on March 1, 2009. Fiserv Insurance Solutions was the insurance technology branch of Fiserv (NASDAQ: FISV), a large publicly traded company. In July 2008, Fiserv Insurance Solutions became an independent company with approximately 2,000 employees through the partnership of Fiserv and Stone Point Capital.LifeSuite is a web based new business and automated underwriting system.Publically announced clients include Alfa Insurance, Amica Life, COUNTRY Financial, Farmers New World Life Insurance Company, Royal Neighbors of America, Woodmen of the World Life Insurance Society.References for this Novarica ACE Ranking included:Chief Life Underwriter at a Midsize Life Insurer, which has been using this solution for 0.67 years for Underwriting.Manager at a Large Multiline Insurer, which has been using this solution for 4 years for Sales channel, new business, Underwriting.Manager - Project Delivery and Integration at a Large Canadian Multiline Insurer, which has been using this solution for 2 years for All Distribution channels, new business and policy changes..CVP at a Large Life Insurer, which has been using this solution for 15 years for Medical Underwriting.Manager, Life Underwriting at a Midsize Life Insurer, which has been using this solution for 5 years for New business data entry, underwriting, policy issue and delivery follow-up.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesVertex: VTXml Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:VERTEX Incorporated is a privately owned and operated company established in 1991.Their headquarters are located in New Britain, CT. VTXml Product Suite is a SaaS-based platform that enables life & annuity insurers to describe their products using ACORD- and IRI-compliant electronic messages. VTXml Product Suite is available as a licensed product or outsourced service.References for this Novarica ACE Ranking included:Director at a Large L/H Insurer, which has been using this solution for 3 years for IT for distribution/channel services.Technical Specialist at a Large L/H Insurer, which has been using this solution for 4 years for IT.Manager at a Large L/H Insurer, which has been using this solution for 0.85 years for Operations/ IT Analysts.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 10 ResponsesVertafore: ImageRight Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:ImageRight is an enterprise document management and workflow solution from Vertafore. Current clients include Plymouth Rock, Massachusetts Property Insurance Underwriting Association, FCCI, Harleysville Mutual, AmComp, and Magna Carta Companies. The solution was last profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3)..References for this Novarica ACE Ranking included:VP of Claims Operations at a Midsize Multiline Insurer, which has been using this solution for 1.5 years for Claims.AVP Operations, VP-IT at a Large P/C Insurer, which has been using this solution for 2 years for Underwriting.VP - ISS at a Small P/C Insurer, which has been using this solution for 10 years for Back office.MIS Systems Manager at a Midsize P/C Insurer, which has been using this solution for 6 years for Underwriting, claims, audit.Systems Architect at a Midsize P/C Insurer, which has been using this solution for 12 years for Underwriting, claims, sales and marketing, legal, agency and product management.VP Information Technology at a Small P/C Insurer, which has been using this solution for 5 years for Underwriting, claims, A/P, HR, marketing, and regulatory.VP Systems Solutions at a Midsize P/C Insurer, which has been using this solution for 2 years for Underwriting, ops, and claims.IT Sr. Project Manager at a Midsize P/C Insurer, which has been using this solution for 4 years for Underwriting, claims, and accounting.Manager, Corporate Services at a Midsize P/C Insurer, which has been using this solution for 6 years for Underwriting, claims, accounting, billing, and data reporting.Imaging Specialist at a Midsize Multiline Insurer, which has been using this solution for 13 years for Underwriting, claims, accounting, HR, and Information Services.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesAgencyport: BookSmart Author: NovaricaPages: 4Published: February 2013Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Agencyport Software was founded in 2000 and is headquartered in Boston, MA with approximately 345 employees. Roughly 12 employees support BookSmart with over 8 in client-facing roles. Annual revenue is approximately $60M worldwide. BookSmart is a highly interoperable solution for carriers supporting book rolls out of agency management systems, launched in 2007. Agencyport reports that there are 8 US clients live on BookSmart across personal and commercial lines. BookSmart is platform-independent and requires Microsoft SQL. BookSmart uses ACORD XML as its standard representation of policy level book of business transfer data. Publicly announced customers include Hanover Insurance Group and Harleysville Insurance. BookSmart was last mentioned in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:Agency Automation Program Manager at a Large P/C Insurer, which has been using this solution for 5 years for Distribution and service.Director of Application Development at a Midsize P/C Insurer, which has been using this solution for 2 years for Personal lines renewal conversion.Marketing Director at a Large P/C Insurer, which has been using this solution for 4 years for Personal lines book rolls.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Contract Development Planning ChecklistAuthors: Rob McIsaacPages: 11Published: February 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:In today's IT organization, the employment of effective negotiating and contracting strategies is crucial for operational success. Internal IT teams work with a potential myriad of vendors and strategic partners to deliver a set of cost-effective capabilities that ensure a carrier's competitive positioning. Beyond that is the need to help facilitate (if not drive) innovation while being ever-mindful of extreme cost pressure induced by a combination of competitive forces and a low interest rate environment. In this brief, Novarica provides a set of action items that can improve the value generated from contract development while avoiding the hangover that can come from haste or miscalculation.ContentsKey Points…2RFI/RFP Process…3Financial and Risk Thresholds…4Contracting Strategy…4Organizational Responsibilities…5Vendor Relationships…6Refine the “Win”…6Maintain Your Options…7Referenceable Customers…7Learn…7Third Party…8Manage Contracts…8Concluding Thoughts…9About Novarica…11

Research Report:Bring Your Own Device (BYOD) At US InsurersAuthors: Matthew JosefowiczPages: 9Published: February 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:According to our recent survey of 86 insurer CIOs, support for BYOD for tablets and smartphones is widespread and expanding among both large and midsize insurers, while support for BYOD laptops lags behind.This report looks at current and planned BYOD usage by different device types, as well as differences in policies and practices by US insurers. It also includes a brief summary of sample mobile device management platforms like Good Technology, MobileIron, and AirWatch.Supporting BYOD is rapidly becoming a standard cost of doing business for insurers. While it does involve managing security challenges, insurers need to plan for a short-term future in which BYOD plays a bigger role.ContentsIntroduction…2List of figures…2Related Research…2Overview and Discussion of Findings…3Survey Results…5About Novarica…9

Research Report:Mobile in Insurance Beyond Personal Lines: Current Trends and ExpectationsAuthors: Chad Hersh and Matthew JosefowiczPages: 10Published: February 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:Novarica’s recent survey of 79 life/annuity and multiline, commercial, and specialty property casualty insurers shows that mobile deployments have spread far beyond personal lines, with significant growth projected for this year and beyond.With mobile now incorporating tablets as well as smartphones, insurers of all kinds are seeing mobile capabilities as increasingly core to their information value chains for policyholders, agents/brokers, adjusters, field marketing reps, and even underwriters.While short-term ROI is in short supply, insurers are investing now to avoid being left behind as more communication and transactions move away from laptops and desktops and towards tablets and smartphones.ContentsIntroduction…2List of Figures…2Related Research…2Overview…3Key Findings…3Policyholder Capabilities…4Agent/Broker Capabilities…6Other Capabilities…8Concluding Thoughts…9About Novarica…10

Best's Review Interview with Chad HershMoving Into MobileInterviewee by: Chad HershPages: 3Published: February 2013Non-Clients: click here and download this article. You will be asked to enter your contact information. Click here to purchase this report. Report Summary:"Mobile technology is more than just a tablet, smartphone or mobile app for some insurers. It’s increasingly becoming a way of life inside an industry long branded as slow-moving with technological advances. Chad Hersh, a partner in Novarica’s insurance research practice, looks at the strides carriers are making on the mobile technology front and how they’re benefiting from mobility and mobile apps..."

[bankingLead]Home > Banking > Shopper Insights > Bank Shopper Snapshot Volume 4Topic: Shopping Process for Checking AccountsBank Shopper Snapshot Survey Volume 4SummaryWe fielded a survey on FindABetterBank.com from November 28, 2012 – December 3, 2012 and received 1,968 completed responses. The survey screened for respondents who will be opening a new checking account in the next 90 days. We asked these respondents what they'll do before they open an account (e.g. visit a bank's website) and which channel they expect to use to open the account (e.g. branch). Key findings:Respondents are multi-channel—preferring to do numerous levels of research on various channels– when shopping for a new checking account;Data shows that researching online (via website and online reviews) is a major part of most respondents’ shopping process;Regardless of channel preferences during the shopping phase, the majority of respondents are still most comfortable with opening a checking account at a branch.Because of the importance of online research, the experience banks provide online will influence sales not only on the website but across all channels as well.About This ReportAuthors: Thuy Osman with Rob RubinPages: 12Published: February 2013Price: $1,000[nonclient][client][fbbdesc]

Promoting Social Media on Banking WebsitesA Novarica Banking Digital Strategies BriefAuthors: Rob Rubin with Kim TodaroPages: 4Published: January 2013Price: Call to InquireSummaryThis brief addresses the question "Which social sharing widget should we install on our site?" For this brief, we examined which plugins different banks and credit unions currently use and also spoke with 5 of these plugin vendors.Many banks and credit unions leverage social media channels (e.g. Facebook, Twitter) for customer service and promotions. Promote these channels on your website using icons and merchandizing tiles. You can separately enable visitors to share website content with their social networks by installing social sharing tools on your website. But beware: some social sharing tools enable competitors to re-market to people visiting your website.

Research Report:Top Five Disruptors in the Next Five Years for InsurersAuthors: Matthew JosefowiczPages: 10Published: January 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:Our survey of more than 70 insurer CIOs asked them to look five years out and consider the biggest potential disruptors to their businesses. We also asked what steps they were taking today to prepare.We grouped the responses into five major categories: regulatory changes, shifting market needs and expectations, the financial environment, increased catastrophes, and the emergence of big data and the increased importance of analytics.As Yogi Berra famously said, “It’s hard to make predictions, especially about the future.” But for insurers, a highly probable future has more regulations, more demanding consumers, more challenging investment markets, more catastrophe losses, and much more data to be consumed, managed, and analyzed effectively.This report is designed to help insurer CIOs understand what their peers see on the far horizon and what they’re doing about it now.ContentsIntroduction…2Related Research…2The Top Five…3Regulatory Changes…4Shifting Market Needs…5Big Data and Analytics…6Financial Environment…8Increased Catastrophe Losses…8Concluding Thoughts…9About Novarica…10

Research Report:Telematics in Insurance: Key Issues and TrendsAuthors: Thuy OsmanPages: 15Published: January 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report gives an overview of the current uses of telematics in the insurance industry. It also looks at recent and future developments of telematics technology, including social media, gamification, and connected services, and how that technology potentially can be applied to insurance.The report is drawn from presentations and discussions at the 2nd Annual National Insurance Telematics ExecuSummit event, as well as additional secondary research. It is designed to help insurers understand potential uses of telematics, and how to incorporate telematics into their strategic plans.ContentsIntroduction…2Key Findings…2Telematics in Personal Auto…3Telematics in Commercial Auto…4Changes in Telematics Technology…4Sample Vendors…7Concluding Thoughts…14About Novarica…15

Research Report:Annuities Distribution Technology TrendsAuthors: Rob McIsaacPages: 15Published: January 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:The annuity business has grown and changed considerable over the past decade. Solutions that automate the sales process have matured significantly during this period and have been deployed by a large number of carriers and distribution partners. Given the potential for these solutions to improve the sales experience, reduce costs for both carriers and distributors, while supporting changes in compliance processes, carriers are considering broader implementations to support their business models. In this study, Novarica reviews the drivers that lead to implementation, the products that are currently on the market, and the issues carriers will want to consider as they frame their future strategic plans in this line of business.ContentsKey Findings…2Introduction…3The Challenge: Annuities New Business…4Technology Strategy and Distribution…5Business Drivers for Change…8Vendor Marketplace / Solutions…9Key Considerations for Carriers…12Looking Forward…14About Novarica…15

[bankingLead]Home > Banking > Shopper Insights > Bank Shopper Snapshot Volume 3Topic: Channel Shopping PreferencesBank Shopper Snapshot Survey Volume 3SummaryWe fielded a survey on FindABetterBank.com from October 23 – November 7, 2012 and received 2,754 completed responses. The survey asked a series of attitudinal questions about how important bank branches are when considering a new banking relationship. We found generalizations that younger consumers don’t care about bank branches and older consumers prefer branch banking are not clear-cut:58% of respondents under 30 wouldn’t consider opening an account at a bank without a branch nearby;64% of respondents 50 or older can imagine a time when they’ll do all their banking virtually;When organizing respondents based on their attitudes about branches, age did not correlate with any specific group. However, banking using multiple channels did correlate with attitudes about branches.About This ReportAuthors: Rob RubinPages: 12Published: January 2013Price: $1,000[nonclient][client][fbbdesc]

North American Illustrations Solutions 2013 (Q1)Authors: Greg Wittenbrook & Elisabeth MagudaPages: 26Published: January 2013Price: $1,500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available illustrations solutions for North American insurers. The information in this report was collected directly from the solution providers using Novarica’s proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite. CONTENTSIntroduction…2Market Overview…3Key Drivers…3Key Features…4Accenture…6EquiSoft…8Illustrate Inc.…10Insurance Technologies…11iPipeline…13Lord & Carr…14Novinsoft…17StoneRiver…19SunGard…21WELIS…23Conclusions…25About Novarica…26

Banking Industry Insights 3Q12 TrendsAuthors: Lee KyriacouPages: 19Published: December 2012Price: Call to InquireDownload preview SummaryThis report combines FDIC data with Novarica analysis and modeling to measure third quarter 2012 performance and identify trends for the U.S. banking industry. Here are a few Q3 2012 highlights:Performance improved for the banking industry – but without clear signs of accelerating economic recovery;Earnings for the quarter were near a new high for the industry, reflecting a larger balance sheet from macroeconomic policy that has increased the deposit base substantially;Profitability – in terms of Return on Assets and Return on Equity – while still improving, remain well below historical norms, and will likely shift to a permanently lower "new normal." CONTENTSExecutive Summary2Major Trends at a Glance3Net Income4Return on Assets and Return on Equity5Revenue6Net Interest Margin7Loans8Deposits10Credit Quality11Non-Interest Revenue13Expense14Bank Consolidation15Management Imperatives16

Banking Industry Insights 2013 OutlookAuthors: Lee KyriacouPages: 13Published: January 2013Price: Call to InquireDownload preview SummaryThis report provides Novarica's forecasts for the U.S. banking industry in 2013.The overall forecast is for limited improvement:2013 – assuming the economy continues its gradual recovery – should see continued modest growth and profitability improvement, but not back to “old normal” levels;Net income will break new highs for the industry;Return of assets and return on equity will remain below traditional norms. ROA will be limited by continuing low spreads due to very low interest rates, while ROE will be limited by higher capital levels.CONTENTSExecutive Summary22013 Forecast At A Glance3Loans4Deposits5Net Interest Margin6Revenue7Credit Quality8Expense9Return on Assets, Return on Equity10Management Focus11

[bankingLead]Home > Banking > Shopper Insights > Bank Shopper Snapshot Volume 2Topic: Checking Account RequirementsBank Shopper Snapshot Survey Volume 2SummaryWe fielded a survey on FindABetterBank.com from October 12 – October 16, 2012 and received 1,122 responses. The survey posed a simple question: “What are the 2 most important factors when considering opening a new checking account?” We found:Fees are the most important consideration for most respondents. People who identified fees as the most important consideration maintain lower balances than others.Younger consumers are the group most concerned about ATM locations.About This ReportAuthors: Rob RubinPages: 12Published: November 2012Price: $1,000[nonclient][client][fbbdesc]

[bankingLead]Home > Banking > Shopper Insights > Bank Shopper Snapshot Volume 1Topic: Reasons for Switching BanksBank Shopper Snapshot Survey Volume 1SummaryWe posed a simple question, “Why do you want a new checking account?” to consumers shopping for new banks. We received over 1,000 responses and found:51% of respondents want a new checking account because they’re unsatisfied or dissatisfied with their current institution;18% don’t currently have a checking account;13% are looking for a new checking account.42% of the unsatisfied/dissatisfied indicated that fees have motivated them to shop around. Consumers between the ages of 30-49 are more likely to look around because of bank fees.Gen-Y consumers (aged under 30) are 50% more likely to be looking for an additional checking account and 30% more likely not to have a checking account currently.About This ReportAuthors: Rob RubinPages: 12Published: November 2012Price: $1,000[nonclient][client][fbbdesc]

US Distribution Management Solutions 2012 (Q4)Authors: Karlyn Carnahan & Elisabeth MagudaPages: 25Published: December 2012Price: $1,500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available distribution management solutions for US insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite. CONTENTSIntroduction…2Market Overview…3Callidus…10CSC…12MajescoMastek…13Navagate…14Oracle…15Outline Systems…16SAP…17SunGard…18Trilogy Software…19Varicent, and IBM Company…20Vertafore…21VUE…23Conclusions…24About Novarica…25

Minimizing Project Risk ChecklistAuthors: Rob McIsaacPages: 5Published: December 2012Price: $500Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:The importance of technology to the insurance industry is nothing new. From the earliest deployment of digital computing in the 1950's, carriers have realized the operational efficiency gains that come with automation. Some carriers are still working on foundations built before some of the current IT staffs were born.Replacing or modernizing these environments can be big, expensive, and risky undertakings at companies whose core missions are tied to managing risk in a cost effective and predictable manner. Given that the history of large technology project across many industries is poor, there can be a resulting tendency to avoid doing the very things carriers need to pursue to maintain competitive position and relevance.This brief illuminates the most common factors contributing to project failure and offers a checklist of key issues to reduce project risk. When "kicking the can" further down the road isn't an option, IT leadership requires a proactive approach to technology delivery.

Business and Technology Trends: Workers CompensationAuthor: Karlyn Carnahan and Steven KayePages: 18Published: November 2012Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryTop initiatives for WC carriers include core claims systems replacement, business intelligence – especially predictive analytics, portal functionality to provide self service capabilities both to agents and policyholders, policy administration system replacements, and document management upgrades.This report provides an overview of workers’ comp business and technology issues, data about the marketplace, and over 28 examples of recent technology investments by workers’ comp insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…5Top Core Application Issues…6Front-End…8Core Systems…9Documents…13Business Intelligence…14Specialized Components…16Top 5 Technology Priorities…17About Novarica…18

Business and Technology Trends: Commercial LinesAuthor: Karlyn Carnahan and Steven KayePages: 19Published: November 2012Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryAs commercial lines pricing continues to firm up, commercial carriers are focusing on expense reduction, growth strategies, and improving underwriting results.Top initiatives for commercial carriers include core systems replacement, agent portal functionality, and business intelligence & predictive analytics.This report provides an overview of commercial carriers business and technology issues, data about the marketplace, and over 25 examples of recent technology investments by commercial insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…4Top Core Application Issues…5Front End…7Core Systems…9Financials…13Documents…13Business Intelligence…14Specialized Components…16Top 5 Technology Priorities…17About Novarica…18

Agile Development: Benefits, Challenges, and Organizational ChangeAuthor: Greg WittenbrookPages: 28Published: November 2012Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryAgile is a mind set, a culture, a way of life. Despite the many benefits, many insurance organizations have struggled to make the move to agile development. This report will cover some of the major benefits that can be expected by insurance carriers implementing agile. It will also address some of the key challenges to be faced and discuss areas that will likely see change as part of the agile journey.This report, while not a tutorial, is designed to help CIOs understand the benefits of agile development and to prepare themselves and their organizations for the necessary changes to achieve these benefits.CONTENTSIntroduction…2When Is Agile Appropriate?…3Benefits, Challenges, and Organizational Changes…4Benefits…5Challenges…13Organizational Changes…20Conclusions and Lessons from the Trenches…27About Novarica…28

Best Practices Case Study Compendium 2012Author: Matthew Josefowicz and Lis MagudaPages: 85Published: November 2012Price: $2,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryThis report includes 41 case studies from 32 insurers. It is designed to provide insurer business and IT executives with detailed examples across asbroad a range as possible of diverse industry initiatives.The cases are presented in four categories:Practice: adoption of a specific practice to enhance the effectiveness of IT.Quick Hit: short projects designed to deliver specific business value.Expansion: projects that expand or enhance the capabilities of existing systems.Transformation: projects that create significant new capabilities, often involving systems replacements or re-engineeringPrior to publication, these case studies were reviewed by a nominating committee of CIO members of the Novarica Insurance Technology Research Council, which selected nominees for a Novarica Research Council Impact Award in each category. The award winners were selected by a vote of more than 50 CIO members of the Research Council, and are highlighted in the report.Taken together, these case studies provide a useful set of examples of impactful IT projects. While they vary widely, some common characteristics of impactful projects are:Clear articulation of expected business valueConsistent executive sponsorshipConsistent and frequent communication during the projectClose coordination with vendorsClear use of success metricsCONTENTSIndex of Case Studies…2Introduction…3General Observations About Impactful Projects…4Summaries: Practices…6Summaries: Quick Hit…20Summaries: Expansion…37Summaries: Transformation…56About Novarica…85

Insurance IT Transformation ChecklistAuthor: Rob McIsaacPages: 11Published: November 2012Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryThe business models and economics for insurance carriers are rapidly changing in response to continued margin pressure and increasing competitive threats. In order to survive and thrive in the future CIO’s need to facilitate and support business transformation efforts. This is far more than simply replacing or upgrading technology environments. Success can be highly rewarding but is anything but certain given environmental complexities. This report provides a roadmap of things to consider both before and during any significant transformational program.CONTENTSKey Points…2The Case for Change…3Partnership…3Outcome Focused…4Business Process…4Culture…5Governance…6Sponsorship…6Deliver…7Learn…7Communicate…8Plan…8Concluding Thoughts…9About Novarica…10

Novarica Brief:Business Continuity and Disaster Recovery Planning ChecklistAuthors: Rob McIsaacPages: 5Published: November 2012Price: $500Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:Recent events in the Northeast remind us of what an awesome power Mother Nature can be. Upon surveying the carnage on the Jersey Shore, Governor Chris Christie noted that he will no longer talk about "hundred year storms" since NJ has experienced three of them in as many years. That is the trouble with using averages for planning; they are averages over a long period of time, transcending knowable memory.Regardless of their frequency, insurers' planning needs to account for likely scenarios lest they put their customer relationships in peril at the very time the contractual promises they have made are needed most. A mobile app that goes dead, a website that is down or a phone unanswered amounts to the same thing: a breach of the trust that was implicit in the policy or contract.

Business and Technology Trends: Personal LinesAuthors: Karlyn Carnahan and Steven KayePages: 20Published: November 2012Price: $1,500Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryWith a continuing soft market,and very competitive conditions creating profitability pressures, personal lines carriers are focusing on growth strategies, expense reduction, and improving underwriting results. Top initiatives for personal lines carriers include business intelligence, policy admin systems replacement, claims systems replacement, and portal functionality for both agents and insureds.This report provides an overview of personal carriers’ business and technology issues, data about the marketplace, and over 30 examples of recent technology investments by personal lines insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…4Top Core Application Issues…5Business Drivers for Technology Planning…8Front-End…7Core Systems…10Documents…14Business Intelligence…15CRM…16Specialized Components…17Top Technology Priorities…19About Novarica…20

US Insurer IT Budgets and Projects for 2013Author: Matthew JosefowiczPages: 27Published: October 2012Price: $2,500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report. SummaryThis report is based on a survey of 102 insurer CIOs and equivalent-level members of the Novarica Insurance Technology Research Council in September 2012. It contains 20 figures and 7 tables detailing findings of the survey, including analysis of top priorities for 2013 by over 40 functional technology areas.CONTENTSIntroduction…3Key Findings…4Budgets for 2013…5Self-Assessment of Current Capabilities…6Business Drivers for Technology Planning…8Key Business Capabilities…9Top Projects for 2013…10Maintain, Enhance, or Replace?…13Mobile, Social Media, and Cloud, and Big Data…19Conclusions…25About Novarica…26Appendix: Insurance Core Systems Map…27

Insurance Technology Trends and Strategy for 2013 and BeyondAuthor: Matthew JosefowiczSlides: 25Published: October 2012Price: $750Download previewNon-Clients: Click here to purchase this individual report. Click here to purchase this report. SummaryThe insurance industry is being transformed by unprecedented growth in complexity in data, analytics, channels, and products. At the same time, user tolerance of complexity are at an all-time low amidst unparalleled and rapidly increasing expectations for simplicity. Insurer IT groups are responsible for navigating their companies in their challenging times.This presentation was first given at the PCI Technology Conference and CIO Insurance Summit. It presents summaries of research from a variety of recent Novarica reports, as well as some new material and analysis.

Rating Engines (P&C)Authors: Karlyn Carnahan & Lis MagudaPages: 32Published: October 2012Price: $2,500 Download preview Non-Clients: Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report provides an overview of the available stand-alone rating solutions for US property/casualty insurers. The information in this report was collected directly from the solution providers using Novarica’s proprietary universal RFI.The report contains a brief profile of each of the following vendor solutions: Accenture, AQS, Camilion, CGI, Decision Research Corporation, Instec, OneShield, Oracle, SISTRAN, StoneRiver, and ValueMomentum.CONTENTSIntroduction…2Market Overview…3Key Components…4Profiles…7-30Conclusions…31About Novarica…32

Ranking based on 3 ResponsesGuidewire PolicyCenter 2012 Author: NovaricaPages: 4Published: October 2012Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Guidewire Software, Inc. (Guidewire) is a publicly held company headquartered in San Mateo, CA. Guidewire reports that there are eight North American carriers live on PolicyCenter, including seven in the US.The solution was profiled in Novarica Market Navigator™: US Property/Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:VMO Director at a Large P/C Insurer, which has been using this solution for 7 years for small business (some of middle markets).Director, IT at a Large P/C Insurer, which has been using this solution for 2 years for agents and underwriting.Director at a Midsize P/C Insurer, which has been using this solution for 2.5 years for underwriting and agencies.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesInsurity Policy Decisions 2012 Author: NovaricaPages: 4Published: October 2012Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Insurity, formerly known as LexisNexis Insurance Software Solutions, has a reported 51 North American insurers currently in production with Policy Decisions. The solution was profiled in Novarica Market Navigator™: US Property/Casualty Policy Administration Systems 2012 (Q2).References for this Novarica ACE Ranking included:Director at a Large P/C Insurer, which has been using this solution for 7 years for underwriting and back office.Underwriting Administration Mgr. at aSmall P/C Insurer, which has been using this solution for 25 years for underwriting and distribution.Manager at a Large P/C Insurer, which has been using this solution for 3 years forunderwriting.Sr. Vice President at a Small P/C Insurer, which has been using this solution for 5 years for underwriting, claims, billing, and accounting.SVP, Business Operations at aMidsize P/C Insurer, which has been using this solution for 5 years for underwriting.Senior Director at a Large P/C Insurer, which has been using this solution for 10 years for general agent.EVP at a Midsize P/C Insurer, which has been using this solution fro 4 years forunderwriting.VP Information Technology at a Midsize P/C Insurer, which has been using this solution for 20 years for all areas.AVP - Business Systems at a Large P/C Insurer, which has been using this solution for 7 years for underwriting and MGAs.Sr. VP and CIO at a Midsize P/C Insurer, which has been using this solution for 2 years for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesGuidewire ClaimCenter 2012 Author: NovaricaPages: 4Published: October 2012Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Guidewire Software Inc. (Guidewire) is a publicly traded company (NYSE: GWRE) headquartered in San Mateo, CA. Guidewire’s flagship product is ClaimCenter, widely used claims management solution. The solution was profiled in Novarica Market Navigator™: US Property/Casualty Claims Solutions 2012 (Q3). References for this Novarica ACE Ranking included:CIO at a Midsize P/C Insurer, which has been using this solution for 5 months for claims.CIO/VP of IT at a Midsize P/C Insurer, which has been using this solution for 7.5 years for claims.VP IT at a Midsize Canadian P/C Insurer, which has been using this solution for 10 months for claims.Director at a Large P/C Insurer, which has been using this solution for 8 years for claim processing.Director, Strategic Initiatives at a Midsize P/C Insurer, which has been using this solution for 9 months for claims.Deputy Director & CFO at a Small P/C Insurer, which has been using this solution for over 2 years for claims, IT, and accounting.Project Manager at a Midsize Canadian P/C Insurer, which has been using this solution for 4 months for claims.Claims Applications Development Manager at a Midsize P/C Insurer, which has been using this solution for 4 years for claims.CIO/SVP at a Midsize P/C Insurer, which has been using this solution for 5 years for claims/commercial lines.VP IT at a Midsize P/C Insurer, which has been using this solution for 1 years and 9 months for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesInsurity Claims Decisions 2012 Author: NovaricaPages: 4Published: October 2012Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:Insurity, formerly known as LexisNexis Insurance Software Solutions.Insurity reports a total of six insurers are live on Claims Decisions and one customer in implementation.The solution was profiled in Novarica Market Navigator™: US Property/Casualty Claims Solutions 2012 (Q2).References for this Novarica ACE Ranking included:Vice President at a Large P/C Insurer, which has been using this solution for 2 years for claims for worker's compTechnical Manager Applications Systems at a Large P/C Reinsurer, which has been using this solution for 5 years for U/W and claims.Sr. Vice President at a Small P/C Insurer, which has been using this solution for 5 years for underwriting, claims, billing and accounting.Director of MIS at a Small P/C Insurer, which has been using this solution for 3 years for claims.Senior IT Manager at a Midsize P/C Insurer, which has been using this solution for 5 years for underwriting and policy administration.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesOneShield Dragon 2012 Author: NovaricaPages: 4Published: October 2012Price: $500Download previewNon-Clients: Click here to purchase this individual report.Click here to purchase this report.Report Summary:OneShield Dragon is a P&C policy administration system which was released in 2001, and re-architected in 2008. OneShield reports 12 North American clients using the Dragon front end, 6 personal lines carriers and 6 commercial lines carriers. Publicly-announced clients include Bristol West Insurance Group, Capitol Indemnity Corporation, Darwin Professional Underwriters, Farmers Alliance Mutual Insurance, Hanover Insurance Group, Main Street America, Max Specialty Insurance Company, Montpelier U.S. Insurance Company and PURE High Net Worth Insurance. The solution was profiled in Novarica Market Navigator™: US Property /Casualty Policy Administration Systems 2011 (Q2).References for this Novarica ACE Ranking included:Director of Business Development at a Midsize P/C Insurer, which has been using this solution for 5 years for underwriting, distribution/channel, and back office.EVP IT at a Large P/C Insurer, which has been using this solution for 8 years for underwriting and external producersSr. Director at a Large Multiline Insurer, which has been using this solution for 3 years for agency distribution - upfront quote/underwriting for surplus lines.SVP - CIO at a Midsize P/C Insurer, which has been using this solution for 6 years for agent portal, underwriting, and issuance.VP-IS at a Large Canadian P/C Insurer, which has been using this solution for 4 months for underwriting and policy service.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Managing IT Skills Portfolios And Enterprise Architecture In A Changing EnvironmentAuthor: Greg Wittenbrook and Steven KayePages: 16Published: September 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report, which is based on a recent survey of 88 insurer CIOs, looks at coming changes in insurers’ technology environments and their self-assessment of their own skills portfolios relative to these changes. It also looks at the current and future role of enterprise architecture in a time of rapid change.The report finds that insurers are moving towards more agile environments and embracing modern application architectures. This is creating challenges in maintaining appropriate skills portfolios, which can be addressed through a combination of sourcing, hiring, and staff development. In this time of rapid change, a strong enterprise architecture function can create significant value through improving efficiency and data accessibility. Most insurers need to continue to invest in improving their enterprise architecture functions in order to ensure these benefits.CONTENTSList of Figures…2Related Research…2Introduction…2Key Findings…4Projected Changes in Underlying Technologies…5Staffing and Skills Portfolio…8Enterprise ArchitectureL Managing for Change…12Conclusions…15About Novarica…16

If I Had $5 Million...Where Insurer CIOs Would Spend Money They Don't Have and WhyAuthor: Matthew JosefowiczPages: 24Published: September 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report is based on 120 insurer CIO and senior IT executives’ responses to a simple question: If you had a free $3-5million in your budget to spend on any initiative in 2013, what would you spend it on? It includes several charts analyzing responses as well as over 100 quotes and comments from the respondents. Data and analytics is the most common response for all sizes of insurers, despite the already heavy investment in this area across the industry. Mobile is also a component of many insurers' unfunded dreams to improve customer and distributor communications. Smaller insurers, to whom $5 million would represent a substantial windfall, turn their thoughts to full core systems replacements, while a minority of insurers across the spectrum dream of unfundable infrastructure upgrades.The report concludes with a reminder that money isn't the only scarce resource for insurer CIOs. No matter how much funding is made available, business resources are still required to improve systems capabilities.CONTENTSIntroduction…2Key Findings…3Top Areas of Potential Investment…4Selected Responses…7Concluding Thoughts…23About Novarica…24

Novarica Brief:Insurance in Southeast Asia: Market and Technology IssuesAuthors: Thuy OsmanPages: 5Published: September 2012Price: $500Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:Capital markets volatility, the European debt crisis, and natural catastrophes form the global economic backdrop to the conflicted and fast-paced market for insurance in Southeast Asia. As countries in the region expand their industrial base, and as people acquire more personal wealth, demand for insurance increases. However, stiff competition, vulnerability to catastrophes, poor loss experience, and regulation/ deregulation create a complex environment for insurers and technology providers operating in the region.In order to compete in this challenging environment, insurers are starting to look more closely at different types of technology that will help them grow and manage their business. Both local and multinational insurers are particularly interested in partnering with organizations that can leverage experience in other geographies to help them grow business in Asia. This presents great opportunities for innovative technology providers (local, foreign, or multinational) with scalable systems, flexibility, and knowledge of the local or regional insurance market.ContentsIntroduction…1Market Overview…1Technology Challenges…2Software Solutions in Demand…3Key Players…3Conclusions…5AboutNovarica…5

US Property/Casualty Claims Solutions 2012(Q3)Authors: Karlyn Carnahan & Lis MagudaPages: 68Published: August 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available claims management solutions for US property/casualty insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI.The report contains a brief profile of each of the following vendor solutions: Accenture, AGO Insurance Software, Aon eSolutions, B2-USA, Brightwork, CGI, Cover-All Technologies, CS STARS, CSC Exceed Claims, CSC RISKMASTER Accelerator, DAVID Corporation, DRC, eBaoTech, Exigen, FINEOS Corporation, Finys, Guidewire, IDP, Innovation Group, Insuresoft, Insurity, ISCS, JW Software, MajescoMastek, Maximum Processing, MphasiS-Wyde, PCIS, Ravello Solutions, SAP, StoneRiver Claims Stream, StoneRiver Claims Workstation, StoneRiver PowerSuite, Systema Software, TCS, Tropics Software Technologies, and Vikaran Solutions.CONTENTSIntroduction…2Market Overview…3Key Components…4Profiles…10-68Conclusions…69About Novarica…70

Research Report:Insurer Social Media Strategies For Independent Agent DistributionAuthor: Matthew Josefowicz, Karlyn Carnahan, and Steven KayePages: 13Published: July 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report looks at social media usage rates by insurers that rely on independent agents and by the agents themselves, examining the different rates and preferred platforms for different uses and actions.It includes a discussion of six ways insurers are supporting their agents’ social media efforts, and concludes with four key recommendations to ensure sure they can best leverage social media communications within their distribution strategies.It is based on a survey of 82 insurers that write through independent agents, and a survey of 150 independent agents themselves.Changes in communication platforms and behaviors will affect insurers’ most critical capability – the ability to manage relationships and communicate effectively with their distribution partners.All insurers should start to consider social media to be part of their producer relationship management (PRM) strategies.CONTENTSList of Figures…2Related Research…2Introduction…2Key Findings…4Presence…5Usage…6Policies…10Six Elements of Agent Support…11Conclusions…12About Novarica…13

Research Report:Business and Technology Trends: Individual Life InsurersAuthor: Greg WittenbrookPages: 18Published: June 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Individual life carriers are focusing on product differentiation, speed to market, reducing operational costs, and better management of risk. In addition, attention is being paid to technology platforms where in many cases life carriers have aging platforms with redundancy in many systems. This focus is in response to a highly competitive carrier marketplace and unpredictable market equity performance.Top initiatives for individual life carriers include core system version upgrades, consolidation of redundant systems, agent portal capabilities, and STP/automation.This report provides an overview of individual life carriers’ business and technology issues, data about the marketplace, and 30 examples of recent technology investments by individual life insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…3Top Core Application Issues…4Front-End…6Core Systems…9Financials…12Documents…12Business Intelligence…14CRM…15Specialized Components…15Top Technology Priorities…17About Novarica…18

Novarica Market Navigator: Loss Control Solutions 2012 (Q2)Authors: Karlyn Carnahan & Thuy NguyenPages: 17

Research Report:E-Signatures in Insurance: Overview and Key IssuesAuthor: Greg WittenbrookPages: 13Published: June 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Electronic signatures are recognized as a key strategic capability by insurance CIOs.This report examines the current state of e-signature adoption. It provides information about how insurers are using e-signatures, barriers to adoption, and an overview of the e-signature process and implementation patterns. Finally, a list of some of the key e-signature vendors is provided.This reports draws on years of practical experience including multiple e-signature implementations, reviews of published articles, and conversations with insurance carrier executives.CONTENTSIntroduction…2Related Research…2Key Findings…2Value Proposition…3Adoption and Usage…4Implementation Patterns…5E-Signature Process…6Legal and Compliance…9Other Challenges…10Buying or Building Solutions…11Concluding Thoughts…12About Novarica…13

Unclaimed Property For Life & Annuity CarriersAuthor: Greg Wittenbrook and Steven KayePages: 4Published: June 2012Price: $500Click here to purchase this individual report. Click here to purchase this report. SummaryUnclaimed property, despite the name, refers not only to property but to a wide range of unclaimed retirement benefits and funds, including Holocaust-era claims, pension benefits, premiums from HUD/FHA-insured mortgages, railroad retirement benefits, tax refund checks, unclaimed insured bank deposits, unclaimed accounts from liquidated credit unions, US savings bonds, and veteran benefits. From a life & annuity carrier’s perspective, unclaimed property refers to unclaimed benefits from policies.This brief is designed to provide an introduction to unclaimed property issues for life & annuity carriers, list some sample vendors with unclaimed property location offerings, outline the challenges of unclaimed property for carriers, and provide Novarica’s recommendations for best practice in dealing with unclaimed property.

Novarica Market Navigator: US Life/Annuity Agent Portals 2012 (Q2)Authors: Greg Wittenbrook & Sarah BoganPages: 28

Research Report:Analytics and Big Data at Insurers: Current State and ExpectationsAuthor: Matthew Josefowicz, Martina Conlon & Steven KayePages: 15Published: June 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Big Data is refocusing attention on insurers’ data management and analytics capabilities. This report looks at the current and likely near future state of analytics capabilities at US insurers, as well as the early stages of preparing for the use of Big Data. It is based on results of a survey of 86 insurer CIO members of the Novarica Insurance Technology Research Council, conducted in April 2012.While usage of analytics across various actuarial and financial areas is generally widespread, insurers are much less advanced in using analytics for optimizing operational areas like marketing, underwriting, or claims. But while large insurers are aggressively moving forward in deploying analytics across these and other areas, smaller insurers are lagging.When it comes to Big Data areas like geospatial data, Internet clickstreams, audio data, social media content, mobile data, telematics, video data, and other, usage rates are still very low. And while few insurers have invested in the specialized infrastructure required to manage Big Data, a sizeable minority are planning to do so within 12 months.CONTENTSList of Figures…2Related Research…2Introduction…2Key Findings…4Analytics…5Predictive Models…6Big Data: Data Sources…9Big Data Tools…11Concluding Thoughts…12About Novarica…13Appendix…14

Research Report:Business and Technology Trends - Specialty Line InsurersAuthor: Karlyn Carnahan & Steven KayePages: 17Published: May 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Given current market conditions, many specialty insurers are focusing on growth strategies, organization-wide expense reduction and improving operational effectiveness.Top initiatives for specialty carriers include policy admin systems replacement, business intelligence, claims systems replacement and agent portal functionality.This report provides an overview of specialty carriers business and technology issues, data about the marketplace, and over 30 examples of recent technology investments by specialty insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…3Top Core Application Issues…4Front End…6Core Systems…8Documents&hellip…11Business Intelligence…13CRM…14Specialized Components…15Top 5 Technology Priorities…16About Novarica…17

US Life/Annuity/Health Policy Administration Solutions 2012(Q2)Click here for the 2012 Property/Casualty edition.Authors: Chad Hersh & Lis MagudaPages: 64Published: May 2012Price: $3,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available policy administration systems and suites for US life/annuity/health insurers. The report contains profiles of each of 25 vendor solutions, summarizing the vendor organization, client base, technology used, and key functionality.The Novarica Market Navigator graphic for this report plots vendors by the solution’s group functionality—none, worksite marketing/voluntary benefits, true group functionality, or both (color)—number of live clients (circle size), and composition of client base (position). The position of each circle relative to the four corners of the field represents the average client for that solution. Solutions are plotted by the number of customers in each sector, resulting in an average market position that represents their typical customer. Solutions in the middle of the graphic handle both group and individual lines of business.Vendors included: Accenture, CSC, eBaoTech, EXL, FAST, HP, IBM, In Motion, InsPro Technologies, LIDP, MajescoMastek, Management Data Inc., McCamish Systems, MphasiS-Wyde, Oracle Corporation, Profund, Sapiens, Solartis, StoneRiver, SunGard, TCS, VIS, and Vitech.CONTENTSIntroduction…2Market Overview…3About the Profiles…4Solution Profiles…5Conclusions…63About Novarica…64

US Property/Casualty Policy Administration Solutions 2012(Q2)Click here for the 2012 Life/Annuities/Health edition.Authors: Chad Hersh & Lis MagudaPages: 135Published: May 2012Price: $3,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of policy administration systems and suites for US property/casualty insurers. The report contains profiles of each of 58 vendor solutions, containing information about the vendor organization, client base, technology used, and key functionality.The Novarica Market Navigator graphic for this report plots vendors by number of live clients (circle size), composition of client base (position), and support for workers’ comp (color). The position of each circle relative to the four corners of the field represents the average client for that solution. Solutions are plotted by the number of customers in each sector, resulting in an average market position that represents their typical customer. Solutions in the middle typically handle both personal and commercial lines of business.Vendors included: 3i Infotech, Accenture, Adaptik, Agencyport, AQS, Blue Goose Technologies, Camilion Solutions, CGI Technologies, CodeObjects, Comtec, Cover-All Technologies, CSC, DAVID Corporation, DRC, eBaoTech, Ebix, ECCA Payroll + Business Solutions, Echo Ridge Partners, Epic-Premier, Exigen, Finys, First Internet Solutions, Focus Technologies, Focus! on Innovation, Guidewire, Horizon, IDMI, Innovation Group, Instec, Insurance Systems Inc. Insuresoft, Insurity, ISCS, IWS, MajescoMastek, Maple Technologies, Maximum Processing, MphasiS-Wyde, OneShield, PCIS, PASolutions, PCMS, Ravello Solutions, Sapiens, SimpleSolve, SISTRAN, Solartis, SpeedBuilder, SSP, StoneRiver, TCS, Tropics, Unirisx, and Vikaran SolutionsCONTENTSIntroduction…2Market Overview…3About the Profiles…4Solution Profiles…5Conclusions…134About Novarica…135

Research Report:US P/C Policy Administration Projects: Averages and Metrics 2012 Author: Matthew Josefowicz & Chad HershPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Core policy administration replacement is one of the highest priority projects among P/C insurers in the US. Nearly every one of those insurers has the same questions: How does our project (or potential project) compare to those of our peers? Are we spending too much? What results can we expect to gain? What has been the experience of others who’ve taken this step?This report, based on a survey of 37 P/C insurers who’ve completed policy administration systems projects over the last 10 years, is designed to provide answers to these questions. The report includes 12 charts outlining project impacts, average resource utilization, costs, and timeframes, as well as discussions of major challenges faced and overcome.CONTENTSList of Figures…2Related Research…2Introduction…3Key Findings…5Project Scopes…6Components and Content…8Conversion…11Timelines…12Resources…13Costs…14Impacts…15Challenges…17About Novarica…18

Research Report:Business and Technology Trends: ReinsuranceAuthor: Karlyn CarnahanPages: 11Published: Apr 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Summary:The reinsurance business faces multiple challenges. Years of soft market conditions followed by sudden and sharp hardening periods, tremendous losses from man-made and natural catastrophes and open-ended liabilities such as asbestos and terrorism are putting severe pressure on reinsurers.These difficult conditions challenge reinsurers to adapt and come up with creative solutions. Reinsurers control their risk through sophisticated risk analysis, through careful pricing and setting of terms and conditions, and through capital management – including retrocessions where needed.To support these solutions, reinsurers are investing in several technology areas, including BI and data analytics, work flow and core systems replacement, and the use of sophisticated specialized components such as modeling tools.This report provides an overview of reinsurance business and technology issues, data about the marketplace, and examples of recent technology investments by reinsurers.CONTENTSIntroduction…2Market Overview…2Provider Landscape…4Top Core Application Issues…5Front-End…7Core Systems…7Financials…8Documents…8Specialized Components…9Infrastructure…10Top Technology Priorities…10About Novarica…11

Business Intelligence Solutions for US Insurers 2012(Q2)Authors: Martina Conlon & Thuy NguyenPages: 35Published: May 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the business intelligence software solutions currently available to US insurers. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.Vendors included: 4Sight Business Intelligence, Cover-All Technologies, CSC, IBM, InEdge, Information Builders, Innovation Group, InsFocus, Insight Decision Solutions, Insurity, iPartners, Microsoft, MicroStrategy, Millbrook, One, Inc., Oracle, QlikTech, SAP, SAS, and Yodil.CONTENTSIntroduction…2Market Overview…3-4Key Components…5Profiles…6-33Conclusions…34About Novarica…35

Quick IT Benchmarks for Multi-line P/C Insurers, 500+ Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 7 multi-line property/casualty insurers with more than 500 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks Averages 2012Author: Matthew JosefowiczPages: 20Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report average data from the full set of 78 US insurers. The additional 12 reports in this series analyze this data for small peer groups.Other reports in this series include:Life/Annuity Insurers, 1,000+ Employees Life/Annuity Insurers, 250+ Employees Life/Annuity Insurers, < 250 EmployeesMulti-line P/C Insurers, 2,000+ Employees Multi-line P/C Insurers, 1,000+ Employees Multi-line P/C Insurers, 500+ Employees Multi-line P/C Insurers, 200+ Employees Multi-line P/C Insurers, 100+ Employees Multi-line P/C Insurers, < 100 Employees Personal Lines Insurers Mono-line Workers Comp InsurersSmall Specialty P/C Insurers CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…12Enterprise Applications…13Deployment of IT-Enabled Capabilities…14Concluding Thoughts…19About Novarica…20

Quick IT Benchmarks for Life/Annuity Insurers, < 250 Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 life/annuity insurers with fewer than 250 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for Life/Annuity Insurers, 250+ Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 5 life/annuity insurers with more than 250 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for Life/Health Insurers, 1,000+ Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 4 life/health insurers, most with more than 1,000 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for Multi-line P/C Insurers, 100+ Employees 2012Author: Matthew JosefowiczPages: 19Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 9 multi-line property/ casualty insurers with more than 100 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…12Enterprise Applications…13Deployment of IT-Enabled Capabilities…14Concluding Thoughts…18About Novarica…19

Quick IT Benchmarks for Multi-line P/C Insurers, 200+ Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 9 multi-line property/casualty insurers with more than 200 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for Multi-line P/C Insurers, 1,000+ Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 9 multi-line property/casualty insurers with more than 1,000 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for Multi-line P/C Insurers, 2,000+ Employees 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 multi-line property/casualty insurers with more than 2,000 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for P/C Insurers, < 100 Employees 2012Author: Matthew JosefowiczPages: 20Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 5 multi-line P/C insurers with fewer than 100 employees.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…12Enterprise Applications…13Deployment of IT-Enabled Capabilities…14Concluding Thoughts…19About Novarica…20

Quick IT Benchmarks for Mono-line Workers' Comp Insurers 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 mono-line workers' comp insurers.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

Quick IT Benchmarks for Personal Lines Insurers 2012Author: Matthew JosefowiczPages: 19Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 7 personal lines insurers.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…12Enterprise Applications…13Deployment of IT-Enabled Capabilities…14Concluding Thoughts…18About Novarica…19

Quick IT Benchmarks for Small Specialty Insurers 2012Author: Matthew JosefowiczPages: 18Published: April 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 4 small specialty insurers.CONTENTSList of Figures…2Related Research…2Introduction…3Operational Complexity…5Current and Previous Year Budgets…6Budget Breakdowns…7Maintenance and New Projects…9IT Staffing…10Breakfixes and Programming Requests…11Enterprise Applications…12Deployment of IT-Enabled Capabilities…13Concluding Thoughts…17About Novarica…18

2012 Research Council Meeting ReportAuthor: Matthew JosefowiczPages: 48Published: March 2012Price: $4,500Current non-client Council members can download the report from the council folder.Non-member insurer CIOs can apply the join the Council here. Summary of Council member benefits is here.Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThe Novarica Insurance Technology Research Council 2012 Meeting included approximately 55 of the more than 300 insurer CIO and senior IT leader members of the council, representing a broad cross-section of industry sectors and company sizes.This report contains a selection of recent Novarica research presented and discussed at the 2012 Council meeting, as well as summaries of the participant discussions in each area.Topics in the report include:Budgets and Plans for 2012 and IT MetricsDriving InnovationMobile and BYODBusiness Intelligence and Third-Party DataDistribution and Customer ExpectationsMaximizing the Business/IT RelationshipVariable Staffing Strategies and Organizational DesignCore Systems Projects and Vendor Marketplace UpdateThe report is published in a presentation style and follows the flow of the Council Meeting.

Business and Technology Trends: Group Life/Annuities/Voluntary BenefitsAuthor: Chad Hersh and Steven KayePages: 22Published: March 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummarySince group and voluntary benefit lines of business are often sold with the same or similar rationales, we will address them all in this report. The primary rationale for the offering of group products is for a group, typically an employer, to provide employees with l basic access to important benefits and investment opportunities. Often, employees would not otherwise purchase these benefits as independent products, so the offerings are quite valuable. Top technology initiatives are also addressed in this report. These top initiatives for group benefit providers include policy administration systems and distribution enablers such as customer portals, agent portals, and easy enrollment capabilities.This report provides an overview of group benefit providers’ business and technology issues, data about the marketplace, and 39 examples of recent technology investments by group benefit providers.CONTENTSIntroduction…2Market Overview...2Insurer Landscape...4Top Core Application Issues...6Front-End...9Core Systems...13Financials...16Documents...16Business Intelligence...18CRM...19Specialized Components...19Other Important Technology Issues...20Top 5 Technology Priorities...21About Novarica...22

US Insurance GL/Financials 2012 (Q1)Authors: Martina Conlon & Thuy NguyenPages: 16Published: February 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of insurance GL/financials solutions currently available to US insurers. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI or by collecting information from publicly available sources. The report contains a brief profile of each vendor solution listed in the contents, opposite.CONTENTSIntroduction …2Market Overview …3Lawson …5Microsoft …7Oracle …9Sage …12SAP …17StoneRiver …12SunGard …14Conclusions …15About Novarica …16

Data Services For US Insurers 2012 (Q1)Authors: Martina Conlon & Thuy NguyenPages: 44Published: February 2012Price: $2,500Download previewClick here to purchase this individual report.Click here to purchase this report.Register for webinar on Monday, March 26 at 1pm ET.Report Summary:In this day of data superabundance and instant accessibility, there are many vendors that provide a wide range of third-party data that may be incorporated into the marketing and business processes for US insurers. This report provides an overview of data services available to US insurers. The information in this report was collected from the data services providers using a proprietary Novarica RFI or from public sources of product and company information. The report contains a brief profile of 15 key providers of data services to US insurers.CONTENTSIntroduction …2Market Overview …3Acxiom Corporation …5Dun & Bradstreet …7ISO/Verisk …9LexisNexis Risk Solutions …12Marshall & Swift/Boeckh …17Melissa Data……22Merkle INC …24MIB Group, Inc …26Milliman, Inc …28Neustar, Inc …30Pitney Bowes …31R.L. Polk …33RiskMeter Online …36Social Intelligence Corp …38USPS …40Conclusions …43About Novarica …44

CIO Best Practices: The Real Value of a Business-Centric CIOAuthor: Chad Hersh Pages: 10Published: February 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryIT/business alignment and the ability to operate at the speed of business are critical areas for effective CIOs. Healthy IT organizations with competencies in these areas tend to contribute to business decision making, innovation, and business strategy development. CIOs who create a culture that values these competencies tend to be highly respected executives.This report draws on years of practical experience, conversations with CIO members of the Novarica Insurance Technology Research Council, and published success stories.This report is part of a series that began with Ten Essential Elements for Insurer CIOs, which focused on the role of the insurer CIO across ten key responsibilities. The objective is to assist the CIO as they examine their own roles and how they are creating value for their enterprises.CONTENTSIntroduction…2Recognizing the Need for Business Alignment…4Business Alignment…6Operate at the Speed of Business…8Conclusion…9About Novarica…10

OUTSOURCING IN US INSURANCE IT: Current State and Future PlansAuthor: Matthew Josefowicz Pages: 12Published: February 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. Summary85% of Insurer CIOs are embracing outsourcing and blended staffing strategies in order to enhance productivity without increasing fixed overhead. This report, based on a survey of 111 insurer CIO members of the Novarica Insurance Technology Research Council looks at current and future usage rates across three areas: staff augmentation/variable staffing; legacy application maintenance; and data center or infrastructure management. Survey results are analyzed by size of company (over/under US$1 billion in premium).Novarica strongly recommends that insurers consider outsourcing when developing their technology and staffing plans. The report includes a “Checklist for Success” with key questions that insurers should ask in developing their business cases.CONTENTSList of Figures…2Related Research…2Introduction…3Key Findings…4Types of Outsourcing…5Current Levels and Plans for Change…6Staff Augmentation and Variable Staffing…7Legacy Application Maintenance…8Data Center or InfrastructureManagement…9Perceived Value of Current Strategies…10Conclusions and Checklist for Success…11About Novarica…12

Silver Ranking based on 5 ResponsesStoneRiver FRS 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions on March 1, 2009. Fiserv Insurance Solutions was the insurance technology branch of Fiserv (NASDAQ: FISV), a large publicly traded company. In July 2008, Fiserv Insurance Solutions became an independent company with approximately 2,000 employees through the partnership of Fiserv and Stone Point Capital. The Freedom Reinsurance System (FRS) is a ceded and retroceded reinsurance administration solution for property and casualty lines of business and can handle treaty, facultative, proportional, and nonproportional reinsurance. It was last profiled in Novarica Market Navigator™: Ceded Reinsurance Solutions 2011 (Q4).References for this Novarica ACE Ranking included:Accounting Manager at a Midsize P/C Insurer, which has been using this solution for 6 years within finance department.Sr Reinsurance Accountant at a Midsize P/C Insurer, which has been using this solution for 10 years for Back office - accounting.Reinsurance Systems Team Lead at a Large P/C Insurer, which has been using this solution for 6 years for Accounting – all back office.Controller at a Midsize P/C Insurer, which has been using this solution for 12 years for Back office.Reinsurance Accounting Specialist at a Midsize P/C Insurer, which has been using this solution for 3 years for Accounting/back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesStoneRiver PRO Financial 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions on March 1, 2009. Fiserv Insurance Solutions was the insurance technology branch of Fiserv (NASDAQ: FISV), a large publicly traded company. In July 2008, Fiserv Insurance Solutions became an independent company with approximately 2,000 employees through the partnership of Fiserv and Stone Point Capital. PRO Financial Solutions are StoneRiver’s financial management and compliance solutions, including GL, AP, annual statement, unclaimed property reporting, and payment distribution. Publicly announced clients include Kingsway America Inc., Olympus Insurance, and United Commercial Travelers of America.References for this Novarica ACE Ranking included:Vice President IT at a Midsize P/C Insurer, which has been using this solution for 4 years for Back office - accounting.Mgr of Financial Analysis & Project Mgmt at a Small P/C Insurer, which has been using this solution for 6 years for Accounting – all back office.Vice President & Corporate Accounting Manager at a Midsize P/C Insurer, which has been using this solution for 5 months for Accounting & treasury.VP of IT at a Midsize P/C Insurer, which has been using this solution for 4 years for Back office.Controller at a Midsize P/C Insurer, which has been using this solution for 8 years for Accounting/back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesSunGard iWORKS EAS 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems is a privately-held company based in Wayne, PA with over 20,000 employees and over $5 billion in revenue. SunGard iWORKS Enterprise Accounting System (EAS) is financial accounting and reporting software designed for the insurance industry, part of SunGard’s iWORKS suite including front-office tools, policy administration systems, reinsurance systems, actuarial calculations systems, financial and investment accounting systems, and reporting systems. Publicly announced clients include American Community Mutual Insurance Company and Folksamerica Reinsurance Company.References for this Novarica ACE Ranking included:CFO at a Small P/C Insurer, which has been using this solution for 9 years for Back office.VP of Accounting at a Midsize L/H Insurer, which has been using this solution for 6.5 years for Back office. Vice President/Controller at a Small L/H Insurer, which has been using this solution for 13 years for Insurance accounting. Senior Accountant -Tax/Compliance at a Midsize P/C Insurer, which has been using this solution for 12 years for Finance.Sr. Accountant at a Midsize P/C Insurer, which has been using this solution for 8 years for Accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesVertafore Sircon Producer for Carriers 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Sircon is a wholly owned subsidiary of Vertafore headquartered in Bothell, WA and has more than 1,200 employees. Vertafore's Sircon Producer Lifecycle Management Platform (PLM) is a distribution channel management solution that was launched in 2005 to connect key industry stakeholders in the sales lifecycle of a producer (agent) for the purpose of streamlining organizational on-boarding and credential procurement and on-going management so that carriers, agencies and brokers can determine whether their producers are properly authorized to sell. Sircon Producer Lifecycle Management was last profiled in Novarica Market Navigator™: US Distribution Management Solutions 2011 (Q3).References for this Novarica ACE Ranking included:Director of Licensing at a Small P/C Insurer, which has been using this solution for 4 years for Licensing and renewals.Sales Support Manager at a Small L/H Insurer, which has been using this solution for more then 3 years for Customer service and licensing.Assistant Vice President at a Midsize L/H Insurer, which has been using this solution for more then 10 years for Agency administration.Director at a Small L/H Insurer, which has been using this solution for 10 years for Agency/operations – agent support.Manager, Licensing and Commissions at a Midsize P/C Insurer, which has been using this solution for 5 years for Distribution channels.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesNxTech ConneXt 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:NxTech ConneXt interfaces property/casualty insurers with their distribution channels. NxTech has 56 clients for their ConneXt solution in the U.S.. Publicly announced clients include The Cincinnati Insurance Companies, Penn National Insurance, Preferred Mutual Insurance, SPARTA Insurance Company and The Main Street America Group. The solution is profiled in Novarica Market Navigator™: Agency Connectivity 2009 (Q1) published in February 2009.References for this Novarica ACE Ranking included:Distribution Engagement Manager at a Large P/C Insurer, which has been using this solution for 2 years for Distribution and underwriting.Personal Lines Business Systems Manager at a Midsize P/C Insurer, which has been using this solution for more then 3 years for Sales - agents.SVP, Business Operations at a Midsize P/C Insurer, which has been using this solution for 3 years for Commercial policy data exchange from carrier to MGA and MGA to carrier.CIO at a Small P/C Insurer, which has been using this solution for more then 4 months for Underwriting and distribution.Senior VP, COO at a Midsize P/C Insurer, which has been using this solution for 5 years for Underwriting, claims, IT, and agents.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Attracting and Serving Gen Y In Financial ServicesAuthor: Thuy NguyenPages: 12Published: February 2012Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report looks at behaviors and preferences of high-earning Generation Y consumers, a segment that generates approximately US$10 billion in revenue for US financial firms and insurers. It is based on an online survey conducted during September 2011 of 141 participants within the ages of 20-30, all with a personal income of $50K-$100K. The report presents the key findings of the survey and applies the findings to how financial services can attract and service customers from this group. Among the findings is the importance of a provider offering web/online capabilities, the preference of web/email for basic interactions with providers, and high use of online and mobile devices such as smartphones.ContentsList of Figures…2Related Research…2Introduction…3Key Findings…3Choosing a Provider…4Communication Preferences…8Are Banks and Insurers Ready?…10Appendix…11About Novarica…12

Silver Ranking based on 5 ResponsesiPartners Insurance Scorecard 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:iPartners LLC is a privately held company based in Alpharetta, GA. Insurance Scorecard is an SaaS business intelligence platform which includes a property/casualty-specific data warehouse, an analytics engine, and reporting capabilities, including dashboards. A profile of the solution appeared in Novarica Market Navigator™: US Insurance Business Intelligence Solutions 2011 (Q1), published in March 2011.References for this Novarica ACE Ranking included:CIO at a Small P/C Insurer, which has been using this solution for 4 years for Underwriting, claims, marketing, and actuary.Chief Operating Officer at a Midsize Multiline, which has been using this solution for more then 6 years for Insurer Underwriting, claims, and distribution.Systems Coordinator at a Midsize P/C Insurer, which has been using this solution for 7 years for Underwriting, claims, and product development.VP, IT at a Insurer, which has been using this solution for 1 year for All functional areas.CIO, Vice President at a Midsize P/C Insurer, which has been using this solution for 4 years for All areas of the company.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesInnovation Group Innovation Auto Service 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Innovation Group plc is a publicly traded UK-based provider of business process outsourcing (BPO), software, and systems integration solutions, primarily to the property & casualty insurance industry. BPO offerings include auto physical damage management, claim and policy administration, and First Notice of Loss (FNOL) reporting. The company was founded in 1997 and as of September 2009 had worldwide revenues of £155.9 million and 2,300 employees. The Innovation Auto team offers Auto Physical Damage Management services to property & casualty carriers, TPAs, and fleet providers. These services include desk reviews, glass claims administration, heavy duty equipment claim services, a managed repair network, out-of-network managed repair and appraisal services, managed IA, salvage management, subrogation, and total loss management. Publicly announced North American customers (for all services and solutions) include AAA Mid-Atlantic, Ameriprise, Leaseplan USA, Main Street Insurance, and the State Compensation Insurance Fund of California. The company has over 200 customers.References for this Novarica ACE Ranking included:Vice President Claims at a Midsize P/C Insurer, which has been using this solution for 3 years for Claims.Head of Claims at a Small P/C Insurer, which has been using this solution for 2 years for Claims.Director of Claims Services at a Midsize P/C Insurer, which has been using this solution for 3 years for Claims.Business Center Director at a Large Multiline Insurer, which has been using this solution for 4 years for Claims.Vice President Claims at a Midsize P/C Insurer, which has been using this solution for 1/2 a year for Claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesGuidewire ClaimCenter 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ClaimCenter is a comprehensive claims management solution from Guidewire Software, a privately held software company headquartered in San Mateo, CA with over 625 employees. ClaimCenter is currently live and installed at 40 US and 3 Canadian P/C insurers. Publicly announced clients include Amica Mutual Insurance, CNA, Canal Insurance, Farm Bureau Mutual of Idaho, GEICO, Hastings Mutual, Jewelers Mutual, Main Street America Group, Missouri Employers Mutual, Montana State Fund, Nationwide, State Auto, and Unitrin. ClaimCenter was last profiled in Novarica Market Navigator™: US Property/Casualty Claims Solutions 2011 (Q3).References for this Novarica ACE Ranking included:Deputy Director & CFO at a Midsize P/C Insurer, which has been using this solution for more then 2 years for Claims, IT, accounting, etc.Project Manager at a Midsize Canadian P/C Insurer, which has been using this solution for 4 months for Claims.Claims Applications Development Manager at a Large P/C Insurer, which has been using this solution for 4 years for Claims.CIO/SVP at a Midsize P/C Insurer, which has been using this solution for 5 years for Claims and Commercial lines.VP Information Technology at a Large Reinsurer, which has been using this solution for over a year and half for Claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesAgile Technologies Services 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agile Technologies, LLC is a privately held IT consulting firm and systems integrator based in Bridgewater, NJ with 100 employees. Agile serves a wide range of industries, including property and casualty, life, and health insurance. Partners include Beyondvia, IBM, Informatica, Javelin Technologies, Metatomix, Microsoft, and Oracle, The company provides a range of services including business intelligence services, business transformation, compliance consulting, database services, development services, IT consulting, management consulting, network services, and software integration. Publicly announced clients include ACE USA, Builders Mutual Insurance Company, Coastal Insurance Risk Retention Group, Inc., Hudson Specialty, and Rockhill Insurance Company.References for this Novarica ACE Ranking included:CIO at a Midsize P/C Insurer, which has been using this solution for a year and a half for Underwriting, sales, and agency.CFO at a Midsize P/C Insurer, which has been using this solution for 7 months for all areas.VP at a Small L/H Insurer, which has been using this solution for 2 years for Distribution and finance.VP, IT at a Midsize P/C Insurer, which has been using this solution for 6 months for Claims data warehousing.VP, IS at a Midsize P/C Insurer, which has been using this solution for 2 years for Data warehousing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Silver Ranking based on 5 ResponsesAccenture Life Insurance Platform 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Accenture Life Insurance Platform (ALIP) is Accenture’s life and annuity policy administration solution. More than 400 employees are part of Accenture Software for Insurance, which supports the Accenture Life Insurance Platform (ALIP), among other solutions. There are 18 North American life/annuity carriers using the solution for policy administration, approximately half of them with over US$1 billion in NWP. Following the acquisition of NaviSys in 2006, Accenture re-branded NaviSys’ software as the Accenture Life Insurance Platform. Accenture Life Insurance Platform was last profiled in Novarica Market Navigator™: US Life/Annuity/Health Policy Administration Systems 2011 (Q2).References for this Novarica ACE Ranking included:Manager, Annuity Technology at a Large Multiline Insurer, which has been using this solution for 9 years for Annuity.Vice President Application Development at a Large L/H Insurer, which has been using this solution for 4 years for New business/underwriting - back office.Director at a Large L/H Insurer, which has been using this solution for 6 years for New business, underwriting, case management, forms management.President at a Midsize L/H Insurer, which has been using this solution for 4 years for All annuities.President at a Midsize L/H Insurer, which has been using this solution for 8 year for In-force administration, new product, new business.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesValueMomentum Service 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ValueMomentum is a private company with annual revenue over $25M and headquarters in Hyderabad, India and in the US in South Plainfield, NJ. ValueMomentum has approximately 400 offshore IT services staff serving North American insurers. Each of ValueMomentum’s offshore staff has experience with 3-4 insurance industry engagements. Also, 75%+ of the staff are INS 21/22 certified and over 5% of the staff have CPCU credentials or tracking towards CPCU credentials.ValueMomentum has ongoing ADM relationships with 12 P/C and 2 L/H/A carriers. One of the L/H/A carriers and 5 of the P/C clients have annual premium over $1B. In the past 5 years, ValueMomentum has done approximately 24 technology development or integration engagements for P/C clients and 5 for L/H/A clients. Of these, approximately 10 of the P/C engagements and 3 of the L/H/A engagements have been for clients with annual premium over $1B. Publicly announced clients include Capital Insurance Group, Rural Mutual Insurance Company, Farmers Alliance Mutual Insurance, and Sparta Insurance. ValueMomentum was last profiled in Novarica Market Navigator™: Insurer IT Services Providers 2011 (Q4).References for this Novarica ACE Ranking included:Director of IT at a Midsize P/C Insurer, which has been using the solution for 5 years for Underwriting and claims.Director Applications and Programming at a Large P/C Insurer, which has been using the solution for 9 months for Policy systems replacement.Senior Project Manager at a Large P/C Insurer, which has been using the solution for 2 years for Commercial lines.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesSeaPass Insurance Portal 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SeaPass Solutions, Inc. (SeaPass) is a private software company focused exclusively on the P/C insurance industry. The company is based in New York, NY with 112 employees and annual revenue greater than $15M. SeaPass Hub is an agency quoting solution for delivering multi-carrier commercial lines quotes in real-time. Lines supported include businessowners policy/commercial package, workers’ compensation, commercial auto, and commercial umbrella. Publicly announced clients include ACE Group, CNA Financial, Liberty Mutual Agency Markets, and Zurich North America.References for this Novarica ACE Ranking included:AVP Business Service Unit at a Large P/C Insurer, which has been using this solution for 6 years for Independent agents.Engagement Manager at a Large P/C Insurer, which has been using this solution for 3 years for Distribution.Senior Programmer at a Small P/C Insurer, which has been using this solution for 3 years for Distribution.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesSeaPass Hub 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SeaPass Solutions, Inc. (SeaPass) is a private software company focused exclusively on the P/C insurance industry. The company is based in New York, NY with 112 employees and annual revenue greater than $15M. SeaPass Hub is an agency quoting solution for delivering multi-carrier commercial lines quotes in real-time. Lines supported include businessowners policy/commercial package, workers’ compensation, commercial auto, and commercial umbrella. Publicly announced clients include ACE Group, CNA Financial, Liberty Mutual Agency Markets, and Zurich North America.References for this Novarica ACE Ranking included:AVP Agency Solutions at a Large P/C Insurer, which has been using this solution for 7 years for Distribution/channel.Managing Director at a Midsize P/C Insurer, which has been using this solution for 3 months for Contract binding.VP at a Large P/C Insurer, which has been using this solution for 2 years for Independent agent and wholesale distribution.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesPerceptive Software ImageNow 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Perceptive Software Inc. is a privately-held company with approximately 580 employees and headquarters in Shawnee, KS.ImageNow is an enterprise document management solution which provides document intake, storage and indexing, as well as point-and-click workflow creation. A limited document creation capability is provided via integration with Microsoft Word, and an optional module exposes many program features for SOA via web services. Current clients include Cypress Care, Diamond Insurance Group, AmFed, Bankers Insurance Group, Farmers Mutual Insurance, remera Blue Cross, Risk Administrative Services and Braishfield Associates. It was profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3).References for this Novarica ACE Ranking included:AVP Business Applications at a Midsize P/C Insurer, which has been using this solution for 5 years for Claims, finance, HR, and legal.Director of Operations at a Midsize Multiline Insurer, which has been using this solution for 9 years for Underwriting, claims. accounts payable, large case management, customer service, and stop loss.CTO at a Program Manager, which has been using this solution for 4.5 years for Underwriting, claims, and AP.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesOneShield Dragon 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:OneShield Dragon is a P&C policy administration system which was released in 2001, and re-architected in 2008. OneShield reports 12 North American clients using the Dragon front end, 6 personal lines carriers and 6 commercial lines carriers. Publicly-announced clients include Bristol West Insurance Group, Capitol Indemnity Corporation, Darwin Professional Underwriters, Farmers Alliance Mutual Insurance, Hanover Insurance Group, Main Street America, Max Specialty Insurance Company, Montpelier U.S. Insurance Company and PURE High Net Worth Insurance. The solution was profiled in Novarica Market Navigator™: US Property /Casualty Policy Administration Systems 2011 (Q2).References for this Novarica ACE Ranking included:Sr. Director at a Large Multiline Insurer, which has been using the solution for 3 years for Agency distribution - upfront quote/underwriting for surplus lines.SVP - CIO at a Midsize P/C Insurer, which has been using the solution for 6 years for Agent portal, underwriting, issuance.VP - IS at a Large Canadian P/C Insurer, which has been using the solution for 4 months for Underwriting and policy service.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesOceanwide Genoa 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Oceanwide, Inc. is a company headquartered in Montreal, Canada, with 125 employees and between US$5 million and US$25 million in revenue, providing a range of hosted insurance software solutions. The company has over 60 developers, analysts and implementation support specialists. The Genoa Marine Insurance Platform is Oceanwide’s modular solution for marine insurance, enabling real-time collaboration between brokers, underwriters, claim settling agents and shippers in the management and administration of marine insurance policies.Publicly announced live clients include Aon, Fireman’s Fund, Great American, and International Marine Underwriters, part of OneBeacon.References for this Novarica ACE Ranking included:SVP Marine at a Large P/C Insurer, which has been using the solution for 1 year for Underwriting and client service.VP Ocean Marine at a Midsize P/C Insurer, which has been using the solution for over 2 years for Underwriting.Vice President of Operations, Global Marine at a Large P/C Insurer, which has been using the solution for 5 years for Underwriting, agent distribution, and claims handling.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesMDI FIMMAS 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Management Data Inc. is a privately held company headquartered in Birmingham, AL, with under US$5 million in revenue. The company has 36 employees, all of whom support the FIMMAS policy administration solution, with most in client-facing roles. FIMMAS was released in 1984, and last re-architected in 2005. The solution provides most of the functionality surveyed by Novarica except agent portal with e-app, assumed reinsurance management, out-of-sequence endorsements, and state filings.The solution is live at clients in all 50 states supporting all major life and annuities products (including variable and retirement products, and credit and debt cancellation), disability, and LTC. The solution was profiled in Novarica Market Navigator™: US Life/Annuity/Health Policy Administration Systems 2011 (Q2) published in May 2011.References for this Novarica ACE Ranking included:Director Systems at a Large L/H Insurer, which has been using the solution for over 8 years for Claims and accounting.Executive Vice President/COO at a Large L/H Insurer, which has been using the solution for 5 months for All areas: underwriting, customer service,solicitation (marketing, fulfillment), and agency distribution.Director, IT at a Large L/H Insurer, which has been using the solution for 1 year for Account installation, underwriting, claims, and certificates.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesNapersoft CCM 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Napersoft is a privately held company headquartered in Naperville, IL. The company has an annual revenue of under $5 million. Total company headcount has not been disclosed. Napersoft CCM and zCCM are enterprise document creation suites used for high-volume customized customer communications as well as individual correspondence. CCM handles simple bills and statements, forms (including ISO forms), policy documents, and customer communications, while zCCM can be used to create all these documents and provides more complete functionality for bill and statement creation.Napersoft reports that more than 40 US carriers are live on zCCM and CCM, both in life/health and P&C lines. Half of these have over $1 billion in annual premium, with a higher percentage of life/health carriers above the $1 billion mark. There are twice as many life/health carriers live on the solution than P&C. CCM was profiled in Novarica Market Navigator™: US Insurance Document Creation Solutions 2011 (Q4).References for this Novarica ACE Ranking included:Assistant Vice President Information Technology at a Midsize L/H Insurer, which has been using the solution for 5 years for Sales, underwriting, claims, policy service, accounting, and MCR.VP & CIO at a Midsize L/H Insurer, which has been using the solution for 9 years for Claims and account services.Service Teamleader at a Group Benefit Fund, which has been using the solution for 4.5 years for Claims, postal savings and sorting, letter distribution, and archiving.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesMax Processing Stingray 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Maximum Processing, Inc. is a private company with 49 employees with offices in Bradenton, FL and Raleigh, NC and annual revenue of less than $5 million. Their flagship product is the Stingray System, a modular suite that includes Stingray Policy Processing, which may also be purchased as a stand-alone module.Twenty US carriers are live on Stingray Policy Processing, including 12 personal lines carriers, 5 commercial carriers, and 3 carriers that write both personal and commercial lines. One of these multi-line carriers has over US$1 billion in DWP. 2 P/C MGAs are also live on the system. Publicly announced clients include American Leader, Kingsway Amigo, Mutual Aid eXchange, Kentucky National Insurance, Pet Partners, Southern Casualty, and American Alliance. The solution was profiled in Novarica Market Navigator™: US Property / Casualty Policy Administration Systems 2011 (Q2) published in May 2011.References for this Novarica ACE Ranking included:CEO at a Midsize P/C Insurer, which has been using the solution for half a year for Premium ATG/collection, claims adjusting, and policy fulfillment.President at a Small P/C Insurer, which has been using the solution for a year and 9 months for all business areas with the exception of marketing.CIO at a Small P/C Insurer, which has have using the solution for more then a year for Agents, underwriters, policy administration, claims, and finance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesInnovation Group FNOL Service 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Innovation Group plc is a publicly traded UK-based provider of Business Process Outsourcing (BPO), software, and systems integration solutions, primarily to the property & casualty insurance industry. BPO offerings include auto physical damage management, claim and policy administration, and First Notice of Loss (FNOL) reporting. The company was founded in 1997 and as of September 2009 had worldwide revenues of £155.9 million and 2,300 employees. The Innovation Auto team offers Auto Physical Damage Management services to property & casualty carriers, TPAs, and fleet providers. These services include desk reviews, glass claims administration, heavy duty equipment claim services, a managed repair network, out-of-network managed repair and appraisal services, managed IA, salvage management, subrogation, and total loss management. Publicly announced North American customers (for all services and solutions) include AAA Mid-Atlantic, Ameriprise, Leaseplan USA, Main Street Insurance, and the State Compensation Insurance Fund of California. The company has over 200 customers.References for this Novarica ACE Ranking included:SVP, Broker & Customer Care at a Large Canadian P/C Insurer, which has been using the solution for 9 years for Claims.Vice President - IT at a Midsize Multiline Insurer, which has been using the solution for 3 years for Claims management.Claims Technology Manager at a Midsize P/C Insurer, which has been using the solution for 5 years for Claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesInnovation Group FNOL Service 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Innovation Group plc is a publicly traded UK-based provider of Business Process Outsourcing (BPO), software, and systems integration solutions, primarily to the property & casualty insurance industry. BPO offerings include auto physical damage management, claim and policy administration, and First Notice of Loss (FNOL) reporting. The company was founded in 1997 and as of September 2009 had worldwide revenues of £155.9 million and 2,300 employees. The Innovation Auto team offers Auto Physical Damage Management services to property & casualty carriers, TPAs, and fleet providers. These services include desk reviews, glass claims administration, heavy duty equipment claim services, a managed repair network, out-of-network managed repair and appraisal services, managed IA, salvage management, subrogation, and total loss management. Publicly announced North American customers (for all services and solutions) include AAA Mid-Atlantic, Ameriprise, Leaseplan USA, Main Street Insurance, and the State Compensation Insurance Fund of California. The company has over 200 customers.References for this Novarica ACE Ranking included:Claims Call Center Manager at a Large P/C Insurer, which has been using the solution for 13 years for Claims.Claims Supervisor at a Midsize P/C Insurer, which has been using the solution for 3 years for Claims.Chief Claims Officer at a Small P/C Insurer, which has been using the solution for 2 years for ClaimsNovarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesFirstBest Systems Front Office Suite 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: FirstBest Systems, Inc. (FirstBest) is a privately held company headquartered in Bedford, MA, with over 100 employees. FirstBest launched what is now the FirstBest Front Office Suite in late 2007 and primarily delivers the Suite’s applications as a managed service available on desktop/laptop and mobile devices. The Suite consists of a modular and integrated underwriter workstation (FirstBest UMS), an integrated agent portal (FirstBest Agent) and an upload application (FirstBest AppReader). Each module can operate as a standalone product or together, enabling a phased roll-out or as a complete integrated solution.Publicly announced live clients include ICW Group, Amerisafe, Beacon Mutual, PacificComp, and Preferred Concepts. The solution was profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:SVP Strategic Development at a Large P/C Insurer, which has been using the solution for 4 months for UW/service/back office.President & COO at a Midsize P/C Insurer, which has been using the solution for 3 years for Underwriting.CIO at a Small P/C Insurer, which has been using the solution for 1 year for Underwriting and ChannelNovarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesCSC Point In 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CSC (NYSE: CSC) is one of the largest providers of insurance software and services today, with approximately 97,000 employees and headquarters in Falls Church, VA.Agency Link is live at 30 personal lines insurers and 31 commercial lines insurers, with a few over US$1B in NWP. Of the insurers, 30% have alsomplemented ACORD XML real time with agency systems using IVANS Transformation Station and AMS TransactNow, as well as with comparative raters for inquiry, quote and new business. Publicly announced live clients include Accident Fund Insurance Company, Co-Operative Insurance Companies, Cumberland Insurance, and FBL Financial. The solution was profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:CIO at a Midsize P/C Insurer, which has been using the solution for 15 years for Underwriting, accounting, risk management, and IT.Mutual Systems, Manager at a Midsize P/C Insurer, which has been using the solution for 12 years for Underwriting, claims, and policy support.VP Information Technology at a Midsize P/C Insurer, which has been using the solution for more then 8 years for its entire business operation.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesCSC Agency Link 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CSC (NYSE: CSC) is one of the largest providers of insurance software and services today, with approximately 97,000 employees and headquarters in Falls Church, VA.Agency Link is live at 30 personal lines insurers and 31 commercial lines insurers, with a few over US$1B in NWP. Of the insurers, 30% have alsomplemented ACORD XML real time with agency systems using IVANS Transformation Station and AMS TransactNow, as well as with comparative raters for inquiry, quote and new business. Publicly announced live clients include Accident Fund Insurance Company, Co-Operative Insurance Companies, Cumberland Insurance, and FBL Financial. The solution was profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:VP Operations at a MGA, which has been using the solution for 6 years for Distribution, Service, and Underwriting.IS Manager at a Midsize P/C Insurer, which has been using the solution for 4 years for Underwriting.Operations Director at a Midsize P/C Insurer, which has been using the solution for 4 years for Underwriting and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesCastleBay Consulting Service 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CastleBay Consulting (CBC) is a small privately owned consulting firm based in ParkCity, UT with approximately 30 staff and annual revenue between $5M and $10M. NorthAmerican insurers are supported by 30 onshore staff. CBC has no offshore staff. Inaddition, CBC has 15 engagement managers with an average of more than 25 years ininsurance technology.CBC has no ongoing ADM relationships. In the past 5 years, CBC has completed 25technology development or integration engagements with North American insurers, allP/C carriers. Five of these engagements were for clients with annual premium over $1B.Publicly announced clients include Harleysville, Penn National, Interboro, CaliforniaDental, Texas Windstorm, Utica National, Fremont, and Ironshore. CBC notes that it hasworked with personal, commercial, workers’ comp, specialty, E&S, and reinsurancecarriers during this time period. CastleBay Consulting was last profiled in NovaricaMarket Navigator™: Insurer IT Services Providers 2011 (Q4).References for this Novarica ACE Ranking included:VP - Finance at a Small P/C Insurer, which has been using the solution for 2.5 months for Billing.Director of Applications at a Midsize P/C Insurer, which has been using the solution for 4 months for Claims.CIO at a Midsize P/C Insurer, which has been using the solution for Underwriting, policy service.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ranking based on 3 ResponsesATSC Service 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ATSC is a McLean, VA-based publicly traded provider of operations and technology consulting services to the US government, property & casualty and life & health insurance and other industries, founded in 1978. Areas of focus include business and IT consulting, customized and prepackaged training, information sharing systems, IT infrastructure & outsourcing, software & systems development, systems integration. Publicly announced clients include AIG, Arbella, Colorado Farm Bureau, Farmers Alliance Mutual, FCCI Insurance Group, Island Insurance, Lexington Insurance Company, Minnesota FAIR Plan, and Stonetrust Commercial Insurance Company.References for this Novarica ACE Ranking included:IT Program Manager at a Small P/C Insurer, which has been using the solution for 10 years for Policy & claims.Executive director - property at a Small P/C Insurer, which has been using the solution for 7 years for Underwriting.Vice President - Finance at a Small P/C Insurer, which has been using the solution for 1.1 years for Underwriting. Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesVertex Inc. VTXml 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:VERTEX Incorporated’s VTXml Product Suite is a SaaS-based platform which enables life & annuity insurers to describe their products using ACORD- and IRI-compliant electronic messages.References for this Novarica ACE Ranking included:Accounting Manager at a Large L/H Insurer, which has been using the solution for 3 years for IT for distribution/channel services.Controller at a Large L/H Insurer, which has been using the solution for 4 years for IT.Vice President & Treasurer at a Large L/H Insurer, which has been using the solution for 6 years for Service operations.Cash Management & Investments Supervisor at a Large L/H Insurer, which has been using the solution for 1 year for Annuities.Investment & Cash Control Manager at a Large L/H Insurer, which has been using the solution for 1 year for Operations.Secretary/Treasurer & CFO at a Large L/H Insurer, which has been using the solution for 3 years for IT.Senior Vice President and COO at a Large L/H Insurer, which has been using the solution for 3 years for Product distribution electronic business submission.Senior Treasury Analyst at a Large L/H Insurer, which has been using the solution for 7 years for Operations technology.Sr. Treasury Analyst at a Large L/H Insurer, which has been using the solution for 2 years for eCommerce operations.Corporate Accounting Manager at a Large L/H Insurer, which has been using the solution for 1 year for Product line.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesVertafore ImageRight 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ImageRight is an enterprise document management and workflow solution from Vertafore. Current clients include Plymouth Rock, Massachusetts Property Insurance Underwriting Association, FCCI, Harleysville Mutual, AmComp, and Magna Carta Companies. The solution was last profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3)References for this Novarica ACE Ranking included:VP - ISS at a Small P/C Insurer, which has been using the solution for 10 years for Back office.AVP at a Midsize P/C Insurer, which has been using the solution for 2 years for Underwriting.IT Director at a MGA, which has been using the solution for 12 years for Underwriting, claims, accounting, & misc.VP of Claims Operations at a Large Multiline Insurer, which has been using the solution for 1.5 years for Claims.Head of Information and Management Systems at a Large Reinsurer, which has been using the solution for 3 years for Claims, credit control, information technology, and contract management.VP – IT at a Midsize Multiline Insurer, which has been using the solution for 10 years for Underwriting, claims, and administration.AVP IT at a Midsize P/C Insurer, which has been using the solution for 5 years for all internal departments.IT Manager at a Small P/C insurer, which has been using the solution for 4 years for Claims, underwriting, and administrative.Manager, Mutual Systems & Policy Support at a Midsize Multiline Insurer, which has been using the solution for 4 years for Underwriting, claims, policy processing, and finance.Network Manager at a Small P/C Insurer, which has been using the solution for 11 years for everything.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesSunGard iWorks IAS 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems’ iWORKS Investment Accounting System (IAS) is investment accounting software designed for financial services companies.References for this Novarica ACE Ranking included:Accounting Manager at a Midsize L/H Insurer, which has been using the solution 16 years for Back office.Controller at a Midsize Multiline Insurer, which has been using the solution for 3 years for Accounting.Vice President & Treasurer at a Midsize P/C Insurer, which has been using the solution for 3 years for Treasury.Cash Management & Investments Supervisor at a Midsize P/C Insurer, which has been using the solution for 8 years for Accounting/finance.Investment & Cash Control Manager at a Large L/H Insurer, which has been using the solution for more then 15 years forInvestment accounting – Treasury (back office).Secretary/Treasurer & CFO at a Large L/H Insurer, which has been using the solution for 10 years for Accounting.Senior Vice President and COO at a Small P/C Insurer, which has been using the solution for 10 years for Investment accounting.Senior Treasury Analyst at a Large L/H Insurer, which has been using the solution for more then 5 years for Investment accounting and reporting.Sr. Treasury Analyst at a Midsize P/C Insurer, which has been using the solution for 5 years for Accounting.Corporate Accounting Manager at a Large L/H Insurer, which has been using the solution 11 years for Finance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesOptical Image Technology DocFinity 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Optical Image Technology’s DocFinity is a suite of integrated document management and workflow software products for a variety of industries including insurance. Optical Image Technology is a privately-held company headquartered in State College, PA. Publicly-announced clients include Chautauqua Patrons’ Insurance Company, Esurance, Farmers, Mercer Insurance Group, Michigan Millers Mutual Insurance Company, and Unitrin Direct.References for this Novarica ACE Ranking included:AVP at a Midsize P/C Insurer, which has been using the solution for 10 years for Underwriting.CFO at a Small P/C Insurer, which has been using the solution for 4.5 years for Service, underwriting, and claims.System Specialist at a Midsize P/C Insurer, which has been using the solution for 7 years for Policy service, underwriting & claims.Claims Technology Manager at a Midsize P/C Insurer, which has been using the solution for 7 years for Claims.Director of Business Applications at a MGA, which has been using the solution for 7 years for all areas of their business.President/CEO at a P/C Insurer, which has been using the solution for 6 years for Service, underwriting, claims, board meetings, regulators, back office, etc.Application Development Manager at a Midsize P/C Insurer, which has been using the solution for 10 years for Underwriting, claims, and finance.Personal Lines Underwriter at a Small P/C Insurer, which has been using the solution for 1.6 years for Underwriting, claims, and back office.IT Director at a Midsize P/C Insurer, which has been using the solution for 12 years for Information technology/insurance.Director Product Management at a Large L/H Insurer, which has been using the solution for 10 years for almost all insurance operations.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesHyland Software OnBase 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:OnBase is an enterprise document management solution from Hyland Software, Inc. profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3) published in August 2008.References for this Novarica ACE Ranking included:VP, Information Services at a Small Reinsurer, which has been using the solution for 6 years for Service, underwriting, claims, accounts payable, HR, and GCO (claims coverage issues).VP of Operations at a Small P/C Insurer, which has been using the solution for 4 years for Whole company.Business Analyst at a Midsize P/C Insurer, which has been using the solution for 5 years for All.VP Systems at a Large Reinsurer, which has been using the solution for 10 years for Claims, underwriting, accounting, treasury, HR, etc.Manager, Document Solutions at a Midsize P/C Insurer, which has been using the solution for Underwriting, claims, sales force, accounting, and operations.Senior Network Admin at a Midsize P/C Insurer, which has been using the solution for Underwriting, claims, and records.VP, Insurance Services at a Midsize L/H Insurer, which has been suing the solution for Insurance operations, claims, new business, underwriting, customer services, and agency accounting.Network Operations AM at a Midsize P/C insurer, which has been using the solution for 10 years Company wide.Administrator at a Large P/C Insurer, which has been using the solution for 9 years for Claims, finance, underwriting, and human resources.Programmer \Analyst II Imaging Solutions at a Midsize L/H Insurer, which has been using the solution for 6 years for Insurance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesAgencyPort AgencyPortal 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agencyport Software is a privately-held company based in Boston, MA. AgencyConnect provides infrastructure for agency interface transactions. AgencyConnect is a highly integrated modular component to provide integration of AgencyPortal with agency management systems and comparative raters. The solution was last profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:SVP & CIO at a Large P/C Insurer, which has been using the solution for 8 years for Underwriting, claims, and operations.SVP & CIO at a Midsize P/C Insurer, which has been using the solution for 3 years for Distribution via independent agents.Manager, Business Systems Projects at a Midsize P/C Insurer, which has been using the solution for 5 years for Underwriting.Sr. Business Analyst at a Midsize P/C Insurer, which has been using the solution for 7 years for Underwriting.Business Solution Architect at a Large P/C Insurer, which has been using the solution for 4.5 years for New business and Underwriting.AVP, Insurance Operations at a Midsize P/C Insurer, which has been using the solution for 6 years for Agency entry of homeowner and personal automobile lines of business.AVP – Application Services at a Large P/C Insurer, which has been using the solution for 3 years for Commercial insurance - distribution.VP – Business Systems Delivery at a Midsize P/C Insurer, which has been using the solution for 2 years for Distribution, underwriting, and back office.Project Manager at a Small P/C Insurer, which has been using the solution for 2 years for Distribution.IT Project Manager at a Midsize P/C Insurer, which has been using the solution for 6 years for Commercial P/C.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesAgencyPort AgencyConnect 2012 Author: NovaricaPages: 4Published: February 2012Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agencyport Software is a privately-held company based in Boston, MA. AgencyConnect provides infrastructure for agency interface transactions. AgencyConnect is a highly integrated modular component to provide integration of AgencyPortal with agency management systems and comparative raters. The solution was last profiled in Novarica Market Navigator™: US Property / Casualty Agent Portals 2011 (Q4).References for this Novarica ACE Ranking included:Sr. Business Analyst at a Midsize P/C Insurer, which has been using the solution for 7 years for Underwriting.Business Solution Architect at a Large P/C Insurer, which has been using the solution for 4.5 years for New business and Underwriting.AVP, Insurance Operations at a Midsize P/C Insurer, which has been using the solution for 6 years for Distribution of underwriting products to agency users.AVP - Application Services at a Large P/C Insurer, which has been using the solution for 3 years for Distribution.VP Business Delivery at a Midsize P/C Insurer, which has been using the solution for 2 years for Distribution personal lines.Chief Architect at a Large Multiline Insurer, which has been using the solution for 3 years for Personal lines upload.Director Underwriting at a Midsize P/C Insurer, which has been using the solution for 3 years for Underwriting.IT Operations Division Manager at a Midsize P/C Insurer, which has been using the solution for 4 years for Rating, Inquiry, and Agency interface.VP Technology at a Midsize P/C Insurer, which has been using the solution for 5 years for Personal lines, Agency and Consumer comparative rating.VP IT at a Midsize P/C Insurer, which has been using the solution for 2 years for Underwriting – Real-time quotes.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Infosys: Finacle E-Banking 2011 Q4Pages: 4Published: 2011 Q2Price: $500Download previewClick here to purchase this report.Report Summary:Infosys Ltd. (NASDAQ: INFY) is a large IT services and consulting firm with over US$6.6 billion in annual revenue across multiple industries. The Finacle Universal Banking Solution from Infosys addresses core banking, CRM, treasury, wealth management, mobile banking, financial inclusion, Islamic banking, and consumer and corporate e-banking requirements of universal, retail, and corporate banks worldwide. The Finacle unit employs more than 6,000 people, of which 780 are dedicated to its e-Banking solution. Finacle retail e-Banking is currently live at 75 banks and in various stages of implementation at an additional 10 financial institutions. The vast majority of clients are based outside of North America and include many of the world’s top-tier banks.References for this Novarica ACE Ranking included:Direct channels manager at a large EMEA bank, which has been using the solution for 1 year for e-banking.Manager - project execution/IT governance at a midsize Caribbean bank, which has been using the solution for 5 years for e-banking.VP at a large Asian bank, which has been using the solution for 8 years for e-banking.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of bank contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4About Novarica…4

Executive Brief :Best Practices in Insurance Software Vendor SelectionAuthor: Matthew JosefowiczPages: 4 Published: Jan 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This Executive Brief draws on years of vendor selectionconsulting experience with insurer IT departments and conversations with CIOsto highlight some of the best practices and common mistakes in insurancesoftware vendor selection. These best practices include:Keeppurchasing/sourcing departments out as long as possible. Focuson strategic needs, not current practices. Usea simplified RFI that focuses on the “SOFT” areas: StaffOrganizationFunctionalityTechnology.Setthe agenda of evaluation meetings. Consultreferences as early as possible. Don’tbelieve vendor pricing models, negotiate for a fair partnership deal. Insurers should approach potential solution providers aspotential strategic partners, and should consider what it will be like to relyon this partner to deliver key business capabilities.

Novarica Executive Brief:Online Distribution in US Health InsuranceAuthor: Matthew Josefowicz & Steven KayePages: 2Published: September 2009Price: $500Click here to purchase this individual report.Click here to purchase this report.Report Summary:The potential for direct distribution of health insurance was thrust into the spotlight by a recent House Democratic proposal for healthcare reform which included the establishment of an online health insurance exchange for consumers to shop for coverage, an idea that was endorsed by the president in his recent address to Congress. While this particular initiative seems unlikely to gain traction, it is a good example of the psychological shift towards direct distribution which is changing the rules for individual health insurers.This Novarica Brief provides an overview of the direct distribution market in US Health Insurance.

Creating Enterprise Value as CIOAuthor: Matthew Josefowicz Pages: 12Published: January 2012Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report is designed to provide a context for CIOs to examine their own roles and how they are approaching the creation of value for their enterprises. It presents the results of an online survey conducted during December 2011 of 111 members of the Novarica Insurance Technology Research Council, a moderated membership group of senior insurance IT executives.All questions in the survey came from members of the Council themselves.The report presents the findings of the survey and calls out key points, especially the differences between those who see innovation as their primary area of value creation and others.CONTENTSList of Figures…2Related Research…2Introduction…3Key Findings…4How CIOs Are Creating Value…5Budget: Run, Build, Transform…9Educating Business Leadership…10Leadership Development…11Conclusions…12About Novarica…12

US Assumed Reinsurance Solutions 2009(Q1)Authors: Karlyn Carnahan & Tse Wei LimPages: 14Published: February 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available assumed reinsurance solutions. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.In addition to storing and tracking information about reinsurance contracts in place, assumed reinsurance solutions are used to manage client relations, underwrite submissions, track risk and peril accumulation, analyze and validate data versus treaty terms, reconcile cash to ceded reinsurance, pay claims, manage retention and to provide the data needed for statistical reporting. While there are standalone packages available only for cedents, and standalone packages available only for assumed, more and more the same system is made available for ceded, assumed, and retroceded contracts.Increasingly, reinsurance administration impacts the overall success of a reinsurance company. Not only can reinsurance systems streamline and reduce the costs inherent in the reinsurance administration process, but by creating consistent processes and data structures, they facilitate the use of sophisticated modeling tools and robust treaty versioning, improving the reinsurers' ability to underwrite, structure and price complex contracts.An additional benefit of automation is improved compliance controls. Sarbanes Oxley (SOX) imposes extensive reporting requirements and puts a spotlight on procedures. To comply with SOX, the ability to maintain historical and detailed information is key. Similarly, Solvency II requires reinsurers to examine data from a wide range of sources to quantify operational risk. Manual processes generally lack the capabilities to provide adequate auditing information and typically have a high probability of errors.CONTENTSIntroduction…2Market Overview…3CSC…6Re Systems Group…7SAP…8Sapiens…9StoneRiver…10SunGard…11TAI Inc.…12Conclusions…13About Novarica…14

US Insurer IT Budgets and Projects for 2012Author: Matthew JosefowiczPages: 26Published: October 2011Price: $2,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryDespite the hype around new areas like mobile, social media, and cloud, the story of insurer IT budgets and projects for 2012 is one of continuity. Insurers are investing, through replacements and enhancements, in delivering the business capabilities needed to support growth, achieve competitive parity, and improve operational effectiveness.This report is based on a survey of 132 insurer CIOs and equivalent-level members of the Novarica Insurance Technology Research Council, in September 2011. It contains 20 figures and 3 tables detailing findings of the survey, including analysis of top priorities for 2011 by over 40 functional technology areas.CONTENTSIntroduction…3Key Findings…4Budgets for 2012…5Self-Assessment of Current Capabilities…6Business Drivers for Technology Planning…7Key Business Capabilities…8Top Projects for 2012…9Maintain, Enhance, or Replace?…13Mobile, Social Media, and Cloud…19Conclusions…25About Novarica…25Appendix: Insurance Core Systems Map…26

Mobile Banking Providers 2011 (Q4)Authors: Michael McEvoyPages: 22Published: October 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of mobile banking solutions currently available to US retail banks and other institutions. The information in this report was collected directly from the solution providers. The report includes a brief profile of each vendor solution listed in the contents, opposite. It also includes an analysis of the overall market and its likely future direction. The report is supplemented throughout by insights gained from interviews with members of our Banking Technology Research Council.CONTENTSIntroduction…2Market Overview…3Vendor Overview…4Vendor Profiles…7ClairMail…8Fiserv…9Harland Financial Solutions…10Infosys…11Intuit Financial Services…12Jack Henry & Associates…13Kony…14mFoundry…15Monitise…16Online Resources Corporation…17Q2eBanking…18Sybase…19Conclusions…20About Novarica…21Related Research…22

Six Key Priorities for Life Insurer CIOsAuthor: Chad HershPages: 11Published: October 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report discusses current technology trends and priorities among US life insurers. It is based on Novarica’s general work and experience in this sector as well as a series of recent interviews with 16 life insurer members of the Novarica Insurance Research Council, a moderated, knowledge-sharing community of over 300 insurer CIOs and senior IT executives.Life carriers are modernizing their technologies by addressing platforms that are aging or consolidating platforms where there is redundancy. In addition, they are also developing new capabilities in six strategic areas: legacy systems transformation, product development, STP, automated underwriting, field technology, and social media and mobility. This report addresses each area separately and discusses the role of holistic IT planning across all six areas. This report draws on years of practical experience, recent discussions with life insurer executives on the Novarica Insurance Technology Research Council, and prior Novarica research.CONTENTSIntroduction…2Legacy Systems Modernization…3Product Development…5STP, e-App, e-Signature…6Automated Underwriting…7Field Technology…8Social Media and Mobility…9Conclusions…10About Novarica…11

Pay-As-You-DriveAuthor: Karlyn Carnahan and Chad HershPages: 4Published: October 2011Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryPay-as-you-drive (PAYD) refers to a range of usage-based pricing models for private passenger automobile insurance, which is seeing increasing adoption in the United States and abroad. Telematics is a key enabler of more complex PAYD insurance approaches.This brief is designed to provide an overview of different business models for pay-as-you-drive private passenger automobile insurance in the United States, challenges of pay-as-you-drive for carriers, and potential future developments. For more in-depth discussion of telematics, see Telematics in Auto Insurance, November 2010)

Fraud Detection and Prevention at US BanksAuthor: Matthew Josefowicz and Steven KayePages: 18Published: October 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report looks at the current state of fraud detection and prevention at US banks. It includes data from a survey of CIO members the Novarica Banking Technology Research Council, a review of recent bank initiatives that have been publicly disclosed, and a round-up of leading solution providers.Card, check, and ATM fraud are the most common types of fraud encountered by banks, but banks generally see themselves as prepared to face emerging threats like ACH kiting, online fraud, and phishing.The majority of banks have already deployed multiple fraud detection and prevention technologies, but a full third of banks in our survey are not confident in their ability to detect cross-channel fraud. This may related to the 41% of banks that cited organizational silos as a top barrier to effectiveness. Lack of resources was the most commonly cited factor.Vendors discussed in the overview include: CA, FICO, First Data, FIS, Fiserv, IBM, Intuit, Jack Henry, Microsoft, NICE Actimize, RSA, SAS, Symantec, Wolters Kluwer, Andera, Cyveillance, Entrust, Guardian Analytics, iovation, IronKey, Maxmind, Memento, ORCC, Quova, ThreatMetrix, Trusteer, and VASCO.CONTENTSIntroduction…2Key Findings…2Categories of Banking Fraud…3Research Council Snapshot…4Experience and Preparedness…4Technology Deployment Rates…5Current Levels of Preparedness and Inhibitors…7Examples…8Overview of Vendors…9Conclusions…16About Novarica…17

Personal Lines Agent SurveyAuthor: Karlyn Carnahan and Sarah BoganPages: 18Published: October 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report presents the results of an online survey conducted during July 2011 independent insurance agents who are members of the PLGA. It provides data on agent priorities for, and satisfaction with, carrier portals, integration with agency management systems, and usage of comparative raters. Key findings include:Speed of policy delivery, speed of underwriting decision, convenience, and claim services are the capabilities most likely to make a carrier the agents’ top choice.More agents prefer to work through a carrier’s portal rather than through their own agency management system.Online app submission, online quick quote, and online full, bindable quote are critical functions for portals.Personal lines agents are enthusiastic users of comparative ratersPolicy download, application upload and policy quoting are critical functions for AMS integration.Agents ranked little to no difference in how satisfied they were with the capabilities provided by the top three carriers.Novarica encourages insurers to carefully assess their own capabilities against those of their peers, and make sure that they are delivering the functionality that is most important to their agents.CONTENTSIntroduction…3Key Findings…4Top Carriers…5Factors That Drive Carrier Choice…6Agent Portals Versus Agency Mgmt Systems…8Which Portal Capabilities Really Matter…9Comparative Raters…13Agency Management System Integration…14Conclusions…17About Novarica…18

Innovators in Banking: Findings at FinovateFall 2011Author: Michael McEvoyPages: 12Published: October 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryAt FinovateFall 2011, held in New York, a wide variety of vendor solutions were presented, in some cases displaying innovations in banking technologies that will likely endure and become ‘mainstream’.Among ‘demos’ of vendor solutions aimed at consumer and small business banking, several themes stood out:Reducing Attrition and Gaining Share of Wallet (a.k.a. ‘knowing the customer’)Finding Cost EfficienciesProfitably Serving Small BusinessStemming Losses to FraudstersThese themes, and the key vendor solutions addressing them, are explored in this report.Vendor solutions discussed include those of Micronotes, CashStar, Truaxis, Personal Capital, MyCyberTwin, oFlows, Rebirth Financial, ACI Worldwide, mShift, Transecq, Authentify, Andera, and Crealogix. Solutions from Segmint, Kabbage and miiCard are 'Featured Solutions', given more detailed attention.CONTENTSIntroduction…2Key Takeaways for Financial Institutions…3Key Takeaways for Solution Providers…3Knowing the Customer…4Automating the Branch and Contact Center…6Serving the Small Business Customer Profitably…7Preventing Online Fraud…9Concluding Thoughts…11About Novarica…12Related Research…12

Notes from the 2011 CIO Insurance SummitAuthor: Matthew JosefowiczPages: 9Published: November 2011Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report summarizes the informal discussions that occurred at the 2011 CIO Insurance Summit, an annual meeting of more than 40 insurer CIOs from across the industry. Throughout the report, we’ve included illustrative quotes by the delegates. Sample quotes include:There is a gap between what consumers expect and what they receive from insurers. The CIO discussion with CEO used to be, “What’s wrong, what’s broken now?”And now it’s moved to, “How can you help? What can the technology do for me?”If IT organization needs to sell a core systems strategy based on fear, you’ve already lost.The days of we’re going to issue you your PC, we’re going to issue your BlackBerry, are over.We need to take a balanced approach to security, one that looks at risk and recovery and business value. We can’t just lock everything down anymore.Technologists tend to be more optimistic, and the CIO is very well positionedto be a change agent if you’re willing to be one.With technology taking a central role in every function in the insurance enterprise, the role of the CIO has never been more critical, and learning from peer experience has never been more important for insurer CIOs.CONTENTSIntroduction…2Changing Technology Environment…2Data and Analytics…3Role of the CIO…4Core Systems…4Social Media…5Mobile…5Device Proliferation…6Cloud…7Security…7Concluding Thoughts…8About Novarica…9About the CIO Insurance Summit…9

Small Business Banking and 2012 IT Planning: Investing for Growth and ChangeAuthors: Matthew Josefowicz, Michael J. McEvoy & Les Dinkin (Novantas)Pages: 15Published: November 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummarySmall Business is gaining significant attention among banks, as they search for growth opportunities in a slow economy, banks are investing in needed technology capabilities to support channels (online, mobile, and branch), opportunity and sales analytics, and straight-through processing.With most previous IT investments focused primarily on the consumer market, banks are now making sure that they can offer the same level of convenience to their small business customers and internal support to this segment. They’re also turning their analytical capabilities towards this market, and trying to understand how small business growth opportunity, service and lending may be affected by social media and other emerging technologies.Our recent survey of 32 banks from the Novarica Banking Technology Research Council and other Novantas bank clients found that more than half of banks are planning to increase their IT spending focused on small business next year. This report analyzes the survey responses and discusses them against a background of rapid changes in this market and the banking environment.CONTENTSIntroduction…2Key Findings…3Technology and Small Business Needs…4Increased IT Spending for 2012…5Priorities for the Year Ahead…6Self-Assessment of Current Capabilities…9Branch Transformation…11Conclusions…13About Novarica and Novantas…14About the Authors…15

Rescuing Small Business Lending: New Technologies Leading the Way Author: Michael J. McEvoy Pages: 12Published: November 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryRegardless of how they are defined, small businesses (SB) are critical to the US economy and a major employer and engine for growth. Providing small businesses with adequate access to finance is therefore core to improvement in both unemployment and growth of the economy. This research report assesses recent trends in small business lending and identifies underlying challenges facing the banking sector in serving the needs of the small business owner. New and emerging technologies available to banks and other lenders to more profitably serve small businesses and address their financing needs are outlined, including solutions from major data providers and finance company SB loan specialists.CONTENTSIntroduction…2Key Takeaways for Financial Institutions…3Key Takeaways for Solution Providers…3Trends in Small Business Lending…4Challenges with Traditional Approaches…9New and Emerging Technologies…10Concluding Thoughts…11About Novarica…14

US Property/Casualty Agent Portals 2011(Q4)Authors: Martina Conlon, Lis Maguda, & Thuy NguyenPages: 18Published: December 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available agent portal software solutions for US property/casualty insurers. The information in this report was collected directly from the solution providers using Novarica’s proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.The report contains a brief profile of each vendor solution listed in the contents, opposite.CONTENTSIntroduction…2Market Overview…3Key Features…4Accenture Software P&C…7Agencyport…8Brovada…9CSC…10FirstBest…11Iter8…12MULTICO…13Oceanwide…14SeaPass Solutions…15SpeedBuilder Systems…16Conclusions…17About Novarica…18

Novarica Agent Survey 2011: Strengthening Ties Through TechnologyAuthors: Karlyn Carnahan and Sarah BoganPages: 18Published: December 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report presents the results of an online survey conducted during July 2011 of 541 independent insurance agents who write all lines of business. It provides data on what agents want most from their top carriers and how those carriers are performing. The survey also addressed agents’ use of different technologies for communication, use of social media, and their plans for the future.Key findings:Agents select their carrier of choice by their alignment to key capabilities that support them to easily sell business. Priorities differ by role and by volume. High-producing agents have different priorities. Agents’ use of communication technologies at home and at work is similar. Generational differences exist with younger agents more likely to be active users of newer communication technologies such as Facebook and texting.Agents expect to expand their company size, and expand the lines of business over the next three years. They anticipate increasing their investment in technology and expect to expand customer web transactions, expand use of mobile technology and add more carriers.CONTENTSIntroduction…3Key Findings…4About the Sample…5Factors That Drive Carrier Choice…7Agent Satisfaction Levels…9Technology Capabilities: Where to Invest…11Communication Technologies Used At Home And At Work…13Preferred Communication Channel…15Anticipated Change Over The Next Three Years…16Conclusions…17About Novarica…18

NOVARICA MARKET NAVIGATOR:US Ceded Reinsurance Solutions 2011 (Q4)Authors: Karlyn Carnahan & Sarah BoganPages: 20Published: December 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available solutions for ceded reinsurance. The information in this report was collected directly from the solution providers using Novarica’s proprietary universal RFI and an addendum specific to ceded reinsurance. The report contains a brief profile of each vendor solution listed in the contents, opposite.CONTENTSIntroduction…2Market Overview…3CSC…6Effisoft…7Prevail…8Prima Solutions…9Re Systems Group…10SAP…11Sapiens…12StoneRiver FRS…13StoneRiver URS…14SunGard…15Sword Insurance…16TAI Inc…17TCS…18Conclusions…19About Novarica…20

NOVARICA MARKET NAVIGATOR: US Insurance Document Creation Solutions 2011 (Q4)Authors: Karlyn Carnahan & Lis MagudaPages: 15Published: December 2011Price: $1,500 Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report provides an overview of document creation solutions currently available to US insurers. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.CONTENTSIntroduction…2Market Overview…3Cincom…5EMC Document Sciences…6FIS…7HP…8Napersoft…9Oracle…10Pitney Bowes Business Insight…11Thunderhead…12Xpertdoc Technologies…13Conclusion…14About Novarica…15

CIO Best Practices: Why Demand Management Is More Than Managing DemandAuthor: Chad Hersh Pages: 8Published: September 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SUMMARYThis report is part of a series that began with Ten Essential Elements for Insurer CIOs, which focused on the role of the insurer CIO across ten key responsibilities. This report focuses on the area of demand management, with a view on how this critical function impacts the CIO’s ability to contribute to business decision-making, innovation, and business strategy.Effective demand management is far more than simply getting a handle on what work is getting done or not. Demand management represents a change in culture in which the IT organization becomes transparent with regard to project prioritization and status, thus building predictability and the confidence of the business organization. This report draws on years of practical experience, conversations with CIO members of the Novarica Insurance Technology Research Council, and published success stories.CONTENTSIntroduction…2Demand Management…3Demand Management Is About Leadership…3Understanding What Is Being Worked On…4Eliminate Distraction Work…5Transparency Breeds Confidence in IT…6Managing Supply…6Conclusions and Checklist for Success…7About Novarica…8

Online Insurance Aggregators 2009(Q2)Author: Karlyn CarnahanPages: 15Published: April 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report is designed to provide an overview of key online insurance aggregators, and to assist insurers in understanding key features available to them when utilizing aggregators as a new business distribution channel.An aggregator is an online insurance marketplace that allows consumers to comparison shop for insurance products from multiple carriers. From a consumer point of view, aggregators offer convenience, speed, and anonymity, especially in the early stages of shopping for insurance, and potentially all the way through the purchase.There are several different business models used by aggregators. Most use some combination of these models.Online Agency - Some aggregators such as Insurance.com, Insure.com, or AnswerFinancial are licensed insurance agents. They use an online sales platform and expend significant marketing dollars to drive potential customers to the website. They can quote, bind and issue the policy directly and earn recurring commissions like any other agent. Commissions and incentive compensation are negotiated with the carrier. From the insurer's point of view, these "aggregators" are really just another agency. The fact that they happen to market and possibly transact online is immaterial to the carrier's operations. They receive completed apps from a licensed agent, and process them through normal channels.Lead Brokers - Some aggregators, such as NetQuote, Insureme or InsWeb obtain leads from their website and then sell them to agents or to carriers who handle sales, closing and fulfillment. These aggregators are typically paid a lead fee based on the line of business and the quality of the lead. Non-standard auto, for example, or Florida homeowners, doesn't command as high a price as standard auto, or homeowners in non cat prone states. Leads may be sold in small quantities, or may be sold in a large block. For example, a captive agency carrier may purchase a large number of leads and distribute them among their agents to close. An individual agent or agency may purchase a few leads a day. Lead brokers sell the leads multiple times in order to maximize revenue.Traffic Generator - Some aggregators generate revenue by driving volume to an insurer's own website or even to another aggregator's website. They may act as an affiliate for an existing aggregator - bringing in traffic and selling it to the aggregator. Or they may be existing aggregators that quickly segregate their traffic to identify those that meet their carriers underwriting requirements. Those that don't meet the underwriting requirements are shown the logo of another potential provider. If the consumer clicks through, the aggregator is paid a small fee. Or they may show the logo of a carrier on another page of the website, again, being paid a small fee if the consumer clicks through.Working with traffic brokers can be an effective way to drive volume to an insurer's own website.CONTENTSIntroduction…2Market Overview…3AnswerFinancial…6Insurance.com…7InsureMe…8Insure.com…10InsWeb…12NetQuote…14Conclusions…15About Novarica…15

Gold Ranking based on 10 ResponsesAcroSoft ICM 2009 Author: NovaricaPages: 4Published: June 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:AcroSoft Insurance Content Management (ICM) is a content management solution with document management, workflow and remote access capabilities. In addition todocument capture, storage and indexing, AcroSoft highlights the integrated rules-based workflow engine and reporting capabilities, as well as built in workflow analytics. The solution is in use by more than 40 insurers and self-insureds. The solution is profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3), published in August 2008References for this Novarica ACE Ranking included:VP at a small US property/casualty insurer, which has been using the solution for 6 years for all business units.IT Manager at a small US property/casualty insurer, which has been using the solution for 4 years for underwriting, claims and administrative documentation.VP at a midsize US property/casualty insurer, which has been using the solution for 2.5 years for claims and is adding underwriting.VP IT at a midsize US property/casualty insurer, which has been using the solution for 4 years for underwriting, claims and billing.IT Manager, Technical Services at a midsize US property/casualty insurer, which has been using the solution for 10 years for underwriting, claims and other functions.AVP at a midsize US property/casualty insurer, which has been using the solution for 4 years for underwriting and accounting.Project Manager at a midsize US property/casualty insurer, which has been using the solution for 4 years for underwriting, claims and HR.VP Operations at a midsize US property/casualty insurer, which has been using the solution for 3 years for underwriting and claims.EVP at a midsize US property/casualty insurer, which has been using the solution for 3 years for underwriting, claims and marketing.VP Claims at a midsize US property/casualty insurer, which has been using the solution for 5 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Innovators in Banking: Findings at FinovateFall 2011Author: Michael McEvoyPages: 12Published: October 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:At FinovateFall 2011, held in New York, a wide variety of vendor solutions were presented, in some cases displaying innovations in banking technologies that will likely endure and become ‘mainstream’.Among ‘demos’ of vendor solutions aimed at consumer and small business banking, several themes stood out:Reducing Attrition and Gaining Share of Wallet (a.k.a. ‘knowing the customer’)Finding Cost EfficienciesProfitably Serving Small BusinessStemming Losses to FraudstersThese themes, and the key vendor solutions addressing them, are explored in this report.CONTENTSKey Takeaways for Financial Institutions…3Key Takeaways for Solution Providers…3Knowing the Customer…4Automating the Branch and Contact Center…6Serving the Small Business Customer Profitably…7Preventing Online Fraud…9Concluding Thoughts…11About Novarica…12Related Research…12

North American Insurer IT Services Providers 2011(Q4)Authors: Matthew Josefowicz & Lis MagudaPages: 59Published: October 2011Price: $2,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of some of the major IT services providers to North American insurers with a focus on their experience levels in key functional areas. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report contains a brief profile of each vendor solution, including a chart detailing the provider’s experience levels in specific functions.Providers included are Accenture, Agile Technologies, Birlasoft, Blue Cod Technologies, Capgemini, CastleBay Consulting, CGI, Cognizant, CSC, Deloitte, Edgewater, HCL, HTC, IBM, iGATE Patni, Infosys, L&T Infotech, LiquidHub, Mahindra Satyam, MajescoMastek, MphasiS, NIIT, Outline Systems, Syntel, TCS, ValueMomentum, and Wipro.CONTENTSIntroduction…2IT Sourcing Overview…3Services Matrix…4Profiles…5-58Conclusions…59About Novarica…59

Research Report:ACORD Standards and US Insurers: Impact of Recent DevelopmentsAuthor: Martina ConlonPages: 9Published: January 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ACORD has been providing ACORD standard forms AL3 and XML for over 30 years. Last year, ACORD started delivering the ACORD Framework, a set of models that can be leveraged by insurers and software vendors when developing insurance technology. The framework provides a very useful starting point for enterprise architecture and service definitions, application design, data models, and requirements documentation.ACORD AL3 and XML messaging standards are well established. The ACORD Information Model may have considerable adoption hurdles in the short term, but ACORD is committed to promoting the model over the long term.CONTENTSIntroduction …2What ACORD Offers…3The ACORD Framework…4Using the ACORD Framework…6Conclusions …8About Novarica …9

Research Report:Emerging Trends in Claims TechnologyAuthors: Karlyn Carnahan & Steven KayePages: 13Published: July 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Claims continue to be a core strategic area for P/C insurers, particularly as policyholders' technology expectations are changing. From Web 2.0 to neural networking, the technologies available for claims support are mushrooming, and potential paybacks are rapid and sizeable.This report is designed to provide insights into current trends as they relate to claims and claims technology. It includes a discussion of current claims systems, promising new claims-related technologies and how some of these technologies can be used most effectively.CONTENTSIntroduction…2Core Claims Systems…3Analytics…4Fraud Detection…5Pre-paid Cards, GIS…6Networked Estimation…7Mobile Applications and Technology…8Web 2.0…10Looking Forward…12About Novarica…13

Research Report:Budgets, Benchmarks, and Business Priorities for Insurer CIOs 2008: US Property/Casualty Editionproduced in association with:Author: Matthew JosefowiczPages: 20Published: June 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report is based on a survey of 35 US P/C insurer CIOs conducted by Novarica in the first half of 2008 in alliance with IASA. Respondents ranged across all lines of business and company sizes.Among the key findings of the survey:Overall IT budgets are holding steady at 3 percent of premium. External spending was a little over half of the average budget.Agent e-business was the across-the-board winner for systems delivering the best ROI over the past 18 months.71 percent of respondents shared five top priorities: policy administration system (PAS) replacement, e-business, PAS enhancement, underwriting, or supporting a new line of business (LOB).Predictive analytics across multiple areas was the most common area insurers reported as "under evaluation."The survey results confirm Novarica's observations that the challenge of the past (e-business) has largely been addressed, yielding center stage to that of the present (policy administration systems). The next challenge (predictive analytics) is still hovering in the wings.CONTENTSIntroduction…2Key Findings…3Budgets…4Staffing…7User Satisfaction Levels…8Best ROI in Last 18 Months…9Highest Priorities…10Significant Projects Underway…12Improvements Underway…14Areas Under Consideration…15Areas Considered Irrelevant…16Table: All Areas By Activity Level…17Conclusions…19About Novarica…20

Research Report:Business Intelligence in Insurance: State of Play and Expectations for the FutureAuthors: Matthew Josefowicz & Tse Wei LimPages: 11Published: Oct 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Business intelligence is one of the most common areas of new IT projects for insurers. More than a third of insurers list it among their top three IT projects for 2009.The investment is sorely needed. Only about half of the 24 insurers in our recent survey had excellent or acceptable business intelligence capabilities in place according to their own estimates, and only about one-third reported significant business impact from their business intelligence investments. However, an additional third expected impact over the next 12 months. Underwriting and new business lag other areas in leveraging the value of business intelligence.The two greatest impediments to leveraging business intelligence to create value are the lack of data models, and the difficulty of changing business user behavior based on analytics.CONTENTSIntroduction…2What is Business Intelligence?…3Importance…4State of Tools…6Effectiveness…7Business Impact…8Challenges…9Conclusions…10About Novarica…11

US Life/Annuities Illustrations Systems 2008(Q2) Authors: Matthew Josefowicz & Tse Wei LimPages: 15Published: May 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available illustration software solutions for US life/annuity insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains brief profiles of each of the 8 vendor solutions listed in the Contents (opposite).While many insurers still use disconnected or stand-alone homegrown illustration solutions, market demands are increasingly moving towards integrated solutions that are seamlessly linked to an agent portal and electronic application submission capability on the front-end and a policy issuance and administration system on the back end.Integrated illustrations systems (whether parts of a suite or stand-alone packages that share data and logic effectively with other systems) can offer significant advantages in time-to-market for new products and time-to-issue for applications that can flow straight through in electronic form.In addition, the old code-based model of integration systems where product logic and calculations were instantiated deep in computer code is giving way to a more rules-based model where product logic is managed through a rules-engine-like interface, which allows expert users to make, and more importantly to test, changes without burdening IT.The illustrations market has been relatively quite compared to other sectors of insurance IT. The two biggest changes in recent years have been in 2006 when Accenture acquired Navisys and AdminServer launched IllustrationServer (Oracle announced it's intention to acquire AdminServer earlier this month). At present, the market is mixed between solutions that are components of broader suites and those that are stand-alone components.More than half the market by number of companies is still made up of smaller, independent firms. Given the level of consolidation in the insurance software space in recent years and the movement of several new players into the life and annuity new business area, we expect that several of these companies will no longer be independent within 12-18 months.Insurers should make sure that their contracts include appropriate guarantees for change of control, including access to source code and documentation, as well as continued availability of key resources. For more on this topic, see Novarica's recent executive brief What to Expect When You're Expecting (Your Software Provider to be Acquired).CONTENTSIntroduction…2Market Overview…3Accenture…4Adminserver…5COSS…6Ebix…7Fiserv…8Insurance Technologies, Inc.…9Lewis & Ellis…10Lord & Carr…11SunGard…12Welis…13Conclusions…14About Novarica…15

Novarica Brief:Consumer Smartphone Apps and US InsurersAuthors: Matthew Josefowicz,Chad Hersh,Steven KayePages: 4Published: January 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:2009 saw the launch of several smartphone (mostly iPhone) apps by US insurers. Many of these applications are for private passenger auto or homeowners, though their functionality is evolving.While we don’t believe that smartphone apps are a do-or-die competitive necessity at this stage for most insurers, the adoption rates in banking and some of the innovative applications launched by insurers in 2009 point the way to smartphones taking an important place in a multi-channel communication strategy in the near future.We recommend that insurers monitor their competitors’ activities in this space and consider the costs and benefits of creating smartphone apps for their target customers. Benefits include marketing value (for the early movers in each marketplace) as well as facilitating communication with important customer segments. Some cost savings may also be possible, but improved service is a more realistic goal.When thinking about smartphone apps, insurers should consider the three key capabilities of smartphones – convenience, cameras, and GPS – as well as the short-term and long-term value of apps linked to specific phone platforms vs. the device independent mobile web.ContentsExamples of Smartphone Apps Launched by Insurers in 2009…1Smartphone Capabilities…3Choosing a Platform andBuilding for the Future…3About Novarica…4

US Predictive Analytics Solutions 2008(Q3) Authors: Matthew Josefowicz & Tse Wei LimPages: 14Published: September 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report is designed to provide an overview of the current solution provider marketplace for predictive analytics systems, and to assist insurers in drawing up their shortlists of potential providers based on vendor market position and offering details.In one way, predictive analytics is merely an intensification of what the insurance industry has been doing for several hundred years - identifying patterns of risk in a sea of information and predict future risk based on patterns.However, several things make what is today called predictive analytics from previous practices. These are:increased complexity and sophistication of current modeling techniquesbreadth and depth of both internal and external data sourcesthe use of a single "score" as the output of the analysis that can be used to guide decision-makingPredictive analytics has five main components. Some solutions address all five of these areas, while others focus on specific elements.Internal data mining, accessing a broad array of internal underwriting, loss, and customer data in order to be able to identify predictive factors or constellations of factors. In many cases, data warehousing or other business intelligence initiatives are a key factor in enabling predictive analytics.External data mining, bringing in data from third-party providers to marry to internal data and provide additional opportunities to identify predictive factors.Modeling to find predictive elements or constellations through sophisticated multi-variant analysisCreating scoring mechanisms or building models into current rating or claims algorithms in order to automate decision makingScoring or rating incoming risk by subjecting incoming data to analysis and returning a score into an automated decisioning or workflow system, or by simply displaying it to an underwriter, claims handler, or other knowledge worker.CONTENTSIntroduction…2Market Overview…3EagleEye Analytics…4EMB America…5Fair Isaac Corporation…6Full Capture Solutions…7SAS…8SPSS…9Unica…10Valen…11Watson Wyatt Worldwide…12Conclusions…13About Novarica…14

Novarica ACE Silver Ranking™ StoneRiver: Universal Reinsurance System (URS) Q3Pages: 4Published: 2011 Q3Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver is a private company that was rebranded from Fiserv Insurance Solutions onMarch 1, 2009. URS is StoneRiver’s ceded reinsurance management system. Publicly disclosed clients using URS include Fireman’s Fund, Nationwide, AIG and Travelers. URS was last profiled in Novarica Market Navigator™ Ceded Reinsurance Solutions 2009 (Q3).References for this Novarica ACE Ranking included:Reinsurance Acctg. Technical Lead at a midsize P/C insurer, which has been using the solutions for 17 years for accounting and back office.Operational Controller at a midsize P/C insurer, which has been using the solution for 4 years for financial.Reinsurance Accounting Manager at a midsize P/C insurer, which has been using the solution for 12 years for reinsurance accounting.Manager of Reinsurance Accounting & Reporting at a large P/C insurer, which has been using the solution for 16 years for back office and claims.Assistant Controller at a large P/C insurer,which has been using the solution for 5 years for reinsurance accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4About Novarica…4

US Distribution Management Solutions 2011 (Q3)Authors: Karlyn Carnahan & Sarah BoganPages: 24Published: August 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available distribution management solutions for US insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite. CONTENTSIntroduction…2Market Overview…3ActekSoft…7Callidus…8CSC…9Exigen…10Kaplan Compliance Solutions…11MajescoMastek…12Navagate…13Oracle…14Outline Systems…15SAP…16SunGard…17Varicent…18Versata…19Vertafore…20VUE…21Conclusions…22About Novarica…23

Increasing the Odds of Offshore Success: Best Practices in Business Process Outsourcing (BPO)Author: Karlyn Carnahan and Madhavi ManthaPages: 17Published: August 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SUMMARYThis report is based on direct observations of several offshore BPO centers during a Novarica visit to India in 2011.Offshoring is rapidly moving from an exotic and risky option reserved for the largest carriers and banks to an orthodox choice for any size organization. It is not a fad, nor is it just a way to get a one-time cost advantage. Offshoring can deliver significant value beyond labor arbitrage.While India has been a popular location for offshore outsourcing, most vendors now pursue a multi-country strategy, leveraging different locations for specific skills and capabilities. Offshoring can result in reducing costs, improving efficiencies and improving quality; however, it is not easy to deliver a seamless offshore experience. Unrealistic expectations, hidden pitfalls, and unexpected twists can create hurdles that can disrupt even small offshore exercises.This report outlines some of the keys to successful offshore outsourcing from strategy and planning to solution design, implementation, and ongoing management of the relationship.CONTENTSIntroduction…2Overview of Outsourcing Process…3Offshore Outsourcing…4Benefits of Outsourcing…7What to Outsource…8Selecting a Vendor…10Vendor Selection Process…11Managing the Relationship…13Managing Risks…14Conclusions…16About Novarica…17

Business and Technology Trends: Group Life & Annuity InsurersAuthor: Chad Hersh and Steven Kaye Pages: 18Published: August 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryGiven current market conditions, many group life & annuity insurers are focusing on facilitating enrollment and designing attractive products for a highly competitive marketplace.Top initiatives for group life & annuity carriers include policy administration systems and customer portals.This report provides an overview of group life & annuity carriers’ business and technology issues, data about the marketplace, and 30 examples of recent technology investments by group life & annuity insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…3Top Core Application Issues…4Front-End…8Core Systems…10Financials…12Documents…12Business Intelligence…14CRM…15Specialized Components…15Other Important Technology Issues…16Top 5 Technology Priorities…17About Novarica…18

Social Media in Insurance: Changes in Trends and Attitudes 2008-2011Author: Karlyn Carnahan, Don Desiderato, and Sarah Bogan Pages: 24Published: August 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report compares results from 2008, 2009, and 2011 surveys on social media of the Novarica Insurance Technology Research Council, an exclusive group of insurer IT and business executives. This report is intended to capture a snapshot of current practices and attitudes towards various social media areas and how these have changed, with a focus on their application to key insurance areas such as customer communication, distribution, underwriting, claims, and especially the general challenge of internal communication and knowledge management.As insurers gain more experience with Web 2.0, expectations have been tempered, but actual usage, especially of social networking, has increased.This report is based on a survey of 115 insurer CIO members of the Novarica Insurance Technology Research Council conducted in June 2011.CONTENTSList of Figures…2Introduction…3Key Findings…6Customer Communication…7Distribution Management…10Underwriting…13Claims…16Platform Usage…19Governance…21Looking Forward…23About Novarica…24

Building a Successful Social Media Strategy in BankingAuthor: Michael J. McEvoy and Steven Kaye Pages: 11Published: August 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryWhile social media (Facebook, Twitter, LinkedIn, YouTube, etc.) are established phenomena, banks continue to develop their social media strategies. In fact, many banks have no established presence as yet, although many are pondering the issues.Some institutions see social media primarily as another channel for marketing and brand-building, but others are taking more interactive and innovative approaches.This research report examines a number of specific examples of bank engagement with social media and places them within a framework that ultimately suggests a strategy for banks seeking to gain a foothold in what some regard as the newest of channels. The report also discusses technologies available to banks in support of their social media strategy.CONTENTSIntroduction…2Key Takeaways…3Recent Bank Examples…4Building a Social Media Strategy…7Supporting Technologies…9Concluding Thoughts…10About Novarica…11

Building for the Future:Surveying the Use of Digital Channels at US Banks Author: Michael J. McEvoyPages: 13Published: August 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryBanks of all sizes are investing heavily in their online and mobile channels. While Internet banking has been with us for more than a decade, banks continue to build out their online offerings, over time adding support for increasingly complex activities. The other ‘digital channel’, mobile banking, is relatively new. In fact, many community banks are in the process of offering mobile banking to their customers for the first time. Recently, Novarica conducted a survey among a select group of CIOs and senior IT executives on the use of digital channels at US banks. All are members of the Novarica Banking Technology Research Council. This report summarizes the results of that survey.CONTENTSIntroduction…2About the Survey…2Key Takeaways…3Online Banking Channel…4Mobile Banking…7Impact of Social Media…11Concluding Thoughts…12About Novarica…13

Growth of IT-Enabled Capabilities and IT Budgets 2004-2011 at US InsurersAuthor: Matthew JosefowiczPages: 12Published: July 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. SummaryWhile the raw cost of technology decreases every year, insurer IT budgets have not declined, prompting some business executives to scratch their heads and ask why.The answer, of course, is that while the raw cost of deploying the same IT capability decreases slightly each year, the demand for new capabilities increases dramatically.Over the last seven years the set of technology-enabled capabilities that are considered “table stakes” for competitive insurers have expanded dramatically.This report, based on a survey of 71 insurer CIOs conducted in July 2011, models the expansion of information technology-enabled capabilities between 2004 and 2011. It shows that the average level of capability more than doubled, while the average IT spending ratio increased by only 20%. All in all, insurers are getting a lot more bang for not much more buck when it comes to information technology-enabled capabilities than they did just a few years ago.The report provides an indicative snapshot across a broad range of companies, with the intent of providing a fact-based starting point for conversations between insurer business and IT executives about the relative growth of IT-enabled business capabilities and IT spending ratios.CONTENTSIntroduction…2IT-Enabled Capabilities…4Proliferation…6Average Scale of Deployment…7Capabilities and Budgets…10Conclusions…11About Novarica…12

Retail Online Banking Providers 2011 (Q3) Authors: Madhavi Mantha & Michael McEvoyPages: 27Published: July 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of online banking solutions currently available to US retail banks. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report includes a brief profile of each vendor solution listed in the contents, opposite.CONTENTSIntroduction…2Market Overview…3Vendor Overview…4Vendor Profiles…8Alkami Technology…8First Data Corporation…10FIS…12Fiserv…14Infosys…16Intuit…18Jack Henry & Associates…20Online Resources Corp…21Q2eBanking…24Conclusions…26About Novarica…27

Case Study: Leveraging BPO/VICO At Prudential Insurance Company of AmericaAuthor: Chad HershPages: 6Published: July 2011Price: $1,500Download preview Click here to purchase this individual report. Click here to purchase this report. SummaryLeveraging the capabilities of a BPO/VICO provider as a third-party administrator (TPA) has enabled Prudential Insurance Company of America (Prudential) to decommission its legacy environment and dramatically reduce maintenance costs for their guaranteed life product without sacrificing service levels.This case study, written in close consultation with the carrier and its service provider, gives an in-depth look at the initiative, the challenges faced and overcome, the outcomes, and the lessons learned that other insurers should note in planning their own BPO/VICO IT efforts.CONTENTSIntroduction…2Pressures…3Principles…3Project…3Program…4Results…5About Novarica…6

2011 Highlights from Novarica's Retail Banking Distribution Technology ForumAuthor: Michael J. McEvoyPages: 6Published: July 2011Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryOn July 20th and 21st 2011, Novarica held a Retail Banking Distribution Technology Forum in New York.On the first day of the event, Novantas co-CEO David Kaytes and Novarica’s banking research team presented recent research findings to an audience of bankers and technology providers.A panel discussion followed the day’s presentations.Strong audience participation ensured a lively discussion throughout the day’s events.On the second day of the event, Novarica’s Banking Technology Research Council conducted its first Council meeting.This Executive Brief seeks to summarize some of the major discussion points over both days and point to some of the most pressing issues facing mid-tier bank CIOs in today’s environment. CONTENTSIntroduction…2Expanding Role of the CIO…3Major Challenges Facing the CIO…4Key Takeaways…5Concluding Thoughts…5About Novarica…6About the Research Council…6

Insurance Software M&A 2011Q3Authors: Matthew Josefowicz & Chad HershPages: 9Published: July 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryThis report provides an update on the M&A in the insurance software sector with an overview of the main participants, information about recent transactions, and predictions for future activity.With the recent acquisition of Duck Creek Technologies by Accenture and the acquisition of Sword Insurance (formerly AgencyPort) by a private equity firm, there is continued activity in this still highly fragmented sector.Companies discussed include: Accenture, CSC, CGI, Ebix, IBM, iPipeline, LexisNexis, MajescoMastek, Microsoft, Oracle, SAP, Sapiens, SunGard, Tata, Vertafore, and others.CONTENTSIntroduction…2Market Overview…2The Players…4The Independent Software Vendors…6The Tech Giants…6The Financial Investors…7Implications for Insurers, Acquirers, and Targets…7Conclusions…8Related Research…8About Novarica…9

Great Expectations:Revised Guidelines For Digital Channel Security From Regulators and Implications For CIOsAuthor: Michael McEvoyPages: 8Published: July 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryIn June 2011, the FFIEC issued a supplement to its earlier 2005 Guidance document that described the measures financial institutions are expected to take in order to protect Internet banking (online and mobile banking) customers from fraud and misuse of their data. The main goals of the supplement are to reinforce the FFIEC’s suggested risk management framework for institutions and to update expectations regarding customer authentication and movements of funds across customer accounts. This Executive Brief seeks to summarize the revised expectations, highlight changes from previous directions, and outline what CIOs will need to do in order to prepare for January 2012, when the changes take effect.CONTENTSIntroduction…2What Prompted the Update…2Three Key Components…3What's New…4What CIOs Must Do to Prepare…6Concluding Thoughts…7About Novarica…8Related Research…8

Case Study: Rapid Policy Administration Replacement at Philadelphia Insurance CompaniesAuthor: Chad HershPages: 7Published: July 2011Price: $1,500Download preview Click here to purchase this individual report. Click here to purchase this report. SummaryPhiladelphia Insurance Companies (PHLY) completed a thorough search for a policy administration system that could better support the company’s complex product development and underwriting needs. Since their existing system did not support their speed-to-market and long-term total cost of ownership needs, PHLY sought a highly flexible solution that could support a very broad array of products but with a quick implementation time so that the existing system could be retired as quickly as possible. In late 2010, they selected Sapiens’ RapidSure system and implemented it for three lines / five products (including conversion and integration) within six months.This case study, written in close consultation with PHLY, provides an in-depth look at the initiative, the challenges faced and overcome, and the effects and the best practices that other insurers should note in planning their own significant IT efforts.CONTENTSIntroduction…2Pressures…3Principles…3Project…4Program…4Results…5Looking Forward…6About Novarica…7

Novarica ACE Ranking™ SSP LTD: SSP Pure 2011 Q2Pages: 4Published: 2011 Q2Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SSP Ltd. (SSP) is a privately held company headquartered in the UK with US headquarters in Denver, CO and approximately 750 employees. More than 200 SSP employees support the company’s policy administration system solutions, SSP Pure (formerly Sirius for Insurance (S4i)) and SSP Select (formerly InsureJ), with 180 of them in client-facing roles.US clients are using S4i to support specialty commercial lines, medical malpractice, and professional liability in multiple states. SSP notes that S4i has been implemented in Australia by a division of a large US auto insurer and has all personal and commercial lines live at clients outside North America. Additional lines are in development at US clients. The solution was profiled in Novarica Market Navigator™ US P/C Policy Administration Systems (Q2) published in May 2011.References for this Novarica ACE Ranking included:Head of IT at a midsize P/C insurer, which has been using the solution for 1 year for underwriting, claims, document production, ledger processing.Project Manager at a large P/C insurer, which has been using the solution for 0.5 years for underwriting, claims, finance, and operations.Systems Analyst at a small P/C insurer, which has been using the solution for 6 years for underwriting, claims, and back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4About Novarica…4

Novarica ACE Ranking™ Agile Technologies: Services 2011 Q2Pages: 4Published: 2011 Q2Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agile Technologies, LLC is a privately held IT consulting firm and systems integrator based in Bridgewater, NJ with 100 employees. Agile serves a wide range of industries, including property and casualty, life, and health insurance. Partners include Beyondvia, IBM, Informatica, Javelin Technologies, Metatomix, Microsoft, and Oracle, The company provides a range of services including business intelligence services, business transformation, compliance consulting, database services, development services, IT consulting, management consulting, network services, and software integration. Publicly announced clients include ACE USA, Builders Mutual Insurance Company, Coastal Insurance Risk Retention Group, Inc., Hudson Specialty, and Rockhill Insurance Company.References for this Novarica ACE Ranking included:CIO at a midsize P/C insurer, which has been using the service for 1.5 years for underwriting, sales, and agency.CFO at a midsize P/C insurer, which has been using the service for 0.6 years for all areas.VP at a small L/H insurer, which has been using the service for 2 years for distribution and finance.VP, IT at a midsize P/C insurer, which has been using the service for 0.5 years for claims data warehousing.VP, IS at a midsize P/C insurer, which has been using the service for 2 years for data warehousing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4About Novarica…4

Novarica ACE Ranking™ RE Systems: RSG 2011 Q2Pages: 4Published: 2011 Q2Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The RE Systems Group is a privately held consulting firm based in River Edge, NJ, with 6 employees. In 1984, RE Systems Group launched the RSG Reinsurance System, a reinsurance administration system for assumed, ceded and retroceded property/casualty reinsurance. Both facultative and treaty reinsurance are supported, and the system provides submissions processing, automated renewals, multi currency accounting, automated retrocessional processing and claims support. The RSG Reinsurance System was last re-architected in 2000. The system provides all functionality surveyed by Novarica, except workflow capabilities. The solution is profiled in Novarica Market Navigator™: Ceded Reinsurance Solutions 2009 (Q3) published in September 2009.References for this Novarica ACE Ranking included:VP IT at a midsize reinsurer, which has been using the solution for 15 years for reinsurance.VP & Treasurer at a small P/C insurer, which has been using the solution for 16 years for treaty, claims, retrocessional, accounting, and statistics.AVP at a midsize reinsurer, which has been using the solution for 20 years for back office.President at a midsize reinsurer, which has been using the solution for 10 years for assumed reinsurance operations.VP-IT at a large reinsurer, which has been using the solution for 25 years for back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4About Novarica…4

Novarica Executive Brief:Rural Outsourcing: A New Tool for CIOs’ ToolboxesAuthor: Steven KayePages: 2Published: June 2011Price: $500Click here to purchase this individual report.Click here to purchase this report. SummaryAs of December 2010 the rural outsourcing provider market was estimated at $100 million with about 20 providers in the space. Carriers using rural outsourcing firms' services run the gamut from large to small, from life, annuity, or health to property and casualty. This executive brief lists some of the major players in the rural outsourcing space and the pros and cons of employing them, and suggests criteria carriers can use for making the decision of whether or not to employ a rural outsourcing firm.

North American Retail Bank Document Creation/CCM Solutions 2011(Q2)Authors: Madhavi (Madi) Mantha Pages: 12Published: June 2011Price: $1,500 Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report provides an overview of document creation solutions currently available to US insurers. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite. CONTENTSIntroduction…2Market Overview…3EMC Document Sciences…4FIS…5HP…6Oracle…7Pitney Bowes...8Thunderhead...9Xpertdoc Technologies...10Conclusion…11About Novarica…12

US Banking Industry Trends and IT Strategy Impacts Quarterly Report:Executive Brief (Q2)Author: Michael J. McEvoyPages: 6Published: June 2011Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. Read the full press releaseSummaryThe immediate future for US banks is one of unusual levels of uncertainty across various business lines and a changing regulatory environment that will create challenges for most banks, along with opportunities for some.This second report of a quarterly series presents a summary of recent Novantas financial analysis as a context for the strategic decisions of bank CIOs and IT executives. The first report is available here.The Executive Brief summarizes some of the key business trends and challenges we see facing US banks in the period ahead and their likely impact on IT strategy.CONTENTSIntroduction…2Current US Banking Industry Trends…2Strategic Reaction and IT Impacts…3Concluding Thoughts…5About Novarica…6Related Research…6

Paper, Phone, Email, Web, Mobile: Communication Channels in US InsuranceAuthor: Matthew JosefowiczPages: 27Published: June 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryWhile traditional channels like physical mail and phone are still heavily used for communications with intermediaries and policyholders, communicating effectively via email and web are now critical capabilities for insurers. Insurers continue to invest in expanding the capabilities of both their agent/broker and policyholder web portals.While mobile is nascent today, and short-term adoption rates are low, close to a quarter of insurers plan to have significant capabilities within 24 months.One of the driving factors in insurers communication capabilities strategies is an expected growth in direct contact with policyholders in service, claims, billing, and even (for some insurers) underwriting.We urge insurers to look carefully at their current communication channels, track recent shifts in usage rates, and plan for continued change.This report is based on a survey of 77 insurer CIO members of the Novarica Insurance Technology Research Council conducted in April 2011.CONTENTSList of Figures…2Introduction…3Key Findings…5Distribution Models and Direct Communications with Policyholders…6Intermediaries and Comm. Channels…8Policyholders and Comm. Channels…10Online Channel Capabilities and Projected Changes…12Mobile Channel Capabilities and Projected Changes…14Looking Forward…16About Novarica…17Appendix:Charts by Channel and Function…18-27

SPECIAL REPORT: Consumer Preferences In Retail Banking Distribution - Part 2: Digital ChannelsAuthor: Madhavi (Madi) Mantha, Kevin Travis (Novantas), and Ethan Teas (Novantas)Pages: 20Published: June 2011Price: $2,500Download preview Click here to purchase this individual report. Click here to purchase this report. Read the full press releaseSummaryThis report, “Consumer Preferences in Retail Banking Distribution: Digital Channels,” is the second in a series of three reports that look at how consumers use and think about the bank’s distribution channels. The first report focused on bank’s physical channels (i.e., the branch network, ATMs, and contact centers). The next report will look at the characteristics of the customer segments that are making use of banking channels in the US.CONTENTSAbout the Survey…2About this Special Report…2Introduction…2High-Level Findings…3Customer Segments…4Shifting Channel Preferences…5Online Channel…8Mobile Channel…12Switching Behaviors…16IT Implications…17Conclusions…19About Novantas and Novarica…20

Novarica Executive Brief:FinovateSpring 2011: Meeting Customers Where They LiveAuthor: Madi Mantha & Steven KayePages: 6Published: May 2011Price: $500Click here to purchase this individual report.Click here to purchase this report.Report Summary:Finovate is a financial services technology conference founded in 2007, held in San Francisco in the spring and New York in the fall. A third conference, FinovateEurope, debuted in February 2011. Banking solution vendors give 7-minute presentations to analysts, press, financial institutions, potential investors, and vendor peers. This year, solutions tended to share a number of common themes – geolocation, rewards, electronic bill payment and presentment (EBPP), personal financial management (PFM), social networking, customer communication, and security – with mobile commerce being an important subtext for many of the solutions across all of these areas.

Novarica Executive Brief:Retirement Plan Providers and Mobility StrategiesAuthor: Chad Hersh & Kim MarkelPages: 4Published: May 2011Price: $500Click here to purchase this individual report.Click here to purchase this report.Report Summary:Producer and consumer expectations about mobile access to information is driven not by what their own insurers and retirement plan providers are providing to them today, or by what other insurers are providing to their customers, but rather by what banks, airlines, hotels, and other service providers are offering them in the rest of their lives.As shown in the data from the Pew Research Center in the table on the following page, an overwhelming majority of US consumers age 18-64 own a cell phone, and the numbers are only increasing. Additionally, the number of consumers that do other things than just use a cell phone as a telephone is enormous, even in the older demographics. Smartphone usage is no longer limited to the young – it overlaps with a significant portionof the core market for retirement services.

Novarica Executive Brief:Enterprise Collaboration Technology and US InsurersAuthor: Matthew Josefowicz & Kim MarkelPages: 4Published: May 2011Price: $500Click here to purchase this individual report.Click here to purchase this report.Report Summary:With the increasing use of social media, like Facebook, LinkedIn, Twitter, YouTube, blogs, and wikis among individuals in their personal lives, organizations are beginning to look for ways to incorporate similar tools within their own businesses. For insurers, which depend on complex processes of multiple individuals exchanging and interacting with information, enterprise collaboration represents a huge potential set of efficiencies and opportunities for rethinking core processes. The insurance industry is currently at a very early stage of adoption. However, things are changing rapidly, and real impacts are starting to be felt.This brief is designed to provide an overview of enterprise collaboration technology usage and a summary of comments collected during a set of brief interviews with 22 insurance insurers representing a mix of small (under $100 M in premium), midsize (under $1 Bn), and large (over $1 Bn) and a mix of lines of business across property/casualty and life/annuity.

Billing in Insurance: Current State, Challenges, and PlansAuthor: Martina Conlon and Kim MarkelPages: 13Published: April 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.SummaryBilling continues to be an important part of P/C insurers’ agent service and customer service strategies. It is widely understood that billing is a customer service issue, not a purely financial issue. Most carriers have single, older billing systems in place. They continue to face challenges with time to market of new billing features, inefficient operations due to insufficient automation and a lack of customer service features. Carriers are quick to fund costly enhancements to these systems but few prioritize billing outside of a large core systems replacement effort. Large core policy systems replacements are top of mind at many carriers, and billing is planned as part of this effort for many. When carriers do implement new billing systems,features like EBPP, account bill and automated rules and workflow prove to make positive impact. Modern billing systems can enable carriers to reduce bottom line operational costs today and meet the rapidly changing expectations of the modern consumer in the future.This report is based on a survey of 86 insurer CIO members of the Novarica Insurance Technology Research Council conducted in March 2011.CONTENTSIntroduction…2Key Findings…3What is Billing…4Current Performance Levels…4Billing Systems in Place…6Capabilities…7Impact of Billing Systems…9New Billing Systems…10Plans for 2011…11Conclusions…12About Novarica…13

Novarica Executive Brief:Virtualization in InsuranceAuthor: Chad Hersh & Steven KayePages: 4Published: April 2011Price: $500Click here to purchase this individual report.Click here to purchase this report.Report Summary:Cost savings, improved compliance and security, and reduced time and cost to manage servers and desktops are among the reasons insurers are pursuing desktop and server virtualization. New devices such as tablets and greater use of Software-as-a-Service (SaaS) and browser-based cloud solutions will only expand the use of virtualization in the enterprise.However, there are some risks as well as benefits to virtualization, including alienated employees and potential reductions in productivity. Novarica suggests a planned approach to which systems insurers will and will not virtualize, with due attention paid to network management, security and storage requirements.CONTENTSIntroduction…1Current State…2Risks…3Conclusions…3About Novarica…4

Consumer Bank Technology SurveyAuthor: Madhavi (Madi) Mantha and Meredith OutwaterPages: 18Published: March 2011Price: Available only to Novarica Research Council members and members of the CBA (contactErin Snyder at CBA).Download previewSummaryBanks' IT spending budgets began to recover in 2010 and modest rises will continue in 2011. New regulatory and compliance mandates will drive a significant amount of spending, especially in product development and enhanced fraud detection and authentication solutions.Banks are investing heavily in enhancing their digital channels. Mobile banking was cited by 53% of banks as the end user technology they deployed last year for which they expect the greatest consumer adoption this year. And mobile payments ranked second as the technology solution banks plan to tackle in 2011 with 57% indicating they will begin deploying or enhancing this function.The foundation for many of these types of projects comes from investments that banks are making in business intelligence and data analytics. Harnessing and integrating data from across silos contributes to fraud detection efforts, risk management, CRM and related sales and service initiatives, and other project priorities.This report presents these findings and more from a recent survey and set of interviews with bank CIOs conducted by the Consumer Bankers Association and Novarica, a division of Novantas LLC.CONTENTSAbout the Survey…2High Level Findings…2It Spending and Budgeting…3Economic and IndustryConsiderations…5Key Business Drivers…8Impact of 2010 Projects…112011 Projects…13Conclusions…18About Novarica…18

Novarica ACE Ranking™ Exigen Insurance Solutions: PolicyCore 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Exigen Insurance Solutions is a privately held company headquartered in San Francisco, CA, with approximately 250 employees. PolicyCore was launched in 2003 and last re-architected in 2008. PolicyCore is live in all 50 states, supporting personal auto and other personal lines, specialty lines, and other property/casualty lines of business. The solution is designed to support all major commercial lines but is not currently in production for commercial lines.Publicly announced clients include Narragansett Bay Insurance Company and Nationwide Mutual Insurance. The solution was profiled in Novarica Market Navigator™ US Property / Casualty Policy Admin Systems 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:CIO at a small P/C insurer, which has been using the solution for .2 years for all areas.Director at a large P/C insurer, which has been using the solution for 1.5 years for all areas.CIO at a large P/C insurer, which has been using the solution for 6 years for policy administration - high net worth personal lines.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4About Novarica…4

SPECIAL REPORT: US Consumer Preferences in Retail Banking Distribution Part 1 - Physical ChannelsAuthors: Madhavi (Madi) Mantha, Kevin Travis (Novantas), Meredith Outwater, and Ethan Teas (Novantas)Pages: 21Published: March 2011Price: $2,500Download preview Click here to purchase this individual report. Click here to purchase this report. Read the full press releaseSummaryWith US retail banking revenues under significant pressure, and consumers’ usage of banking channels undergoing rapid change, banks must more closely examine their distribution strategies and investments.This report is the first in a series of three reports that look at how consumers use and think about the bank’s distribution channels. This first report focuses on the branch network, ATMs, and contact centers. The next two reports will look at banks’ digital channels (i.e., online and mobile), and describe the characteristics of the customer segments that are making use of banking channels in the US.This series of Special Reports are based on the 2010 Novantas/Novarica Survey of Consumer Preferences in Retail Banking Distribution, a proprietary survey, which included feedback from 2,850 US domestic consumer households, with respondents comprising a statistically valid sample across age, income, and geographic dimensions. As part of the analysis, findings were projected onto the total US population. The survey was fielded and compiled in the fourth quarter of 2010. The survey focused on channel preferences and banking attitudes but also obtained insights into behavioral, financial, and psychographic factors.CONTENTSAbout the Survey…2About this Special Report…2Introduction…2High-Level Findings…4Customer Segments…5Branch Attachment…7Upsurge at the ATM…12Connecting with the Contact Center…15Role of Incentives and Disincentives…17IT Implications…18Conclusions…20About Novantas and Novarica…21

Quick IT Benchmarks for Regional Multiline InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 multiline regional insurers based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Large Regional Property/Casualty InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 7 large regional property/casualty insurers (US companies with $100 million or more in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Midsize Regional Property/Casualty InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report.SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 midsize regional property/casualty insurers (US companies with between $100 million and $1 billion in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Midsize Workers’ Comp InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from eight monoline workers’ comp insurers based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Midsize Specialty InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 7 specialty insurers under $1B based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Large Specialty InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 8 specialty insurers (US companies mostly over $1B in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Small Specialty InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 5 small specialty insurers (US insurers mostly under $1 billion in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Midsize Life/Annuity/Health InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 10 Midsize Life/Annuity/Health insurers (US companies with between $100 million and $1 billion in GWP and/or over 100 employees) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…7IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Large Life/Annuity InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 large life/annuity insurers (US companies with over $1 billion in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Small Regional Property/Casualty InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 6 small/midsize regional property/casualty insurers (US companies with under $1 billion in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…5Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Very Small InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 9 very small insurers (US companies with fewer than 100 employees) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…4Budget Breakdowns…6Maintenance and New Projects…7IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Quick IT Benchmarks for Small Personal Lines InsurersAuthor: Matthew Josefowicz and Steven KayePages: 12Published: March 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. SummaryExternal benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.This report presents data from 5 small personal lines insurers (US companies with under $100 million in premium) based on responses provided during a period from August 2010 through January 2011.CONTENTSIntroduction…2Total Budgets…3Budget Breakdowns…4Maintenance and New Projects…6IT Staffing…8Breakfixes and Programming Requests…9Enterprise Applications…10Concluding Thoughts and Summary of Key Questions…11About Novarica…12

Novarica Brief: US Banking Industry Trends and IT Strategy Impacts: Quarterly Report (Q1)Authors: Matthew Josefowicz & Madhavi (Madi) ManthaPages: 6Published: March 2011Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary:US banks’ financial performance remains under pressure. While losses continue to decline and profits slowly improve, the revenue drought continues. Looking ahead, the outlook is not promising, with many revenue headwinds on the horizon.This first report of a quarterly series presents a summary of Novantas financial analysis as a context for the strategic decisions of bank CIOs and IT executives.The report summarizes the steps that banks will take to improve their profitability and competitive capabilities in the marketplace, followed by Novarica’s discussion of the impact of each of these strategies on IT.ContentsIntroduction…2Current US Banking Industry Trendy…2Strategic Reaction and IT Impacts…3Concluding Thoughts…5AboutNovarica…6

US Business Intelligence Solutions 2011(Q1)Authors: Martina Conlon & Lis MagudaPages: 26Published: March 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available business intelligence software solutions for US insurers. The information in this report was collected directly from the solution providers using Novarica’s proprietary universal RFI. The report contains a brief profile of each vendor solution.Vendors included:4Sight Business IntelligenceCover-All TechnologiesCSCIBMInEdge (formerly SQLiaison)Information BuildersInnovation GroupInsFocusInsight Decision SolutionsiPartnersLexisNexisMicrosoftMicroStrategyMillbrookOracleQlikTechSAPSASYodilCONTENTSIntroduction…2Market Overview…3Profiles…7-24Conclusions…25About Novarica…26

Research Report: Business and Technology Trends: Personal Lines InsurersAuthor:Karlyn Carnahan & Steve KayePages: 21Published: March 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. Report Summary:With a continuing soft market, and very competitive conditions creating profitability pressures, personal lines carriers are focusing on growth strategies, expense reduction, and improving underwriting results.Top initiatives for personal lines carriers include business intelligence, policy admin systems replacement, claims systems replacement, and portal functionality for both agents and insureds.This report provides an overview of personal carriers’ business and technology issues, data about the marketplace, and over 30 examples of recent technology investments by personal lines insurers. CONTENTSIntroduction…2Market Overview…2Insurer Landscape…5Top Core Application Issues…6Front-End…8Core Systems…11Documents…15Business Intelligence…16CRM…17Specialized Components…19Top Technology Priorities…20About Novarica…21

Novarica Insurance Technology Research Council2011 MEETING REPORT: Managing Insurance IT in an Era of Accelerated ChangeAuthor: Matthew JosefowiczPages: 16Published: March 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report.SummaryThe 2011 meeting of the Novarica Insurance Technology Research Council included approximately 35 of the more than 250 insurer CIO and senior IT leader members of the council, representing a broad cross-section of industry sectors and company sizes. Discussions focused on the changing capabilities of information technology in society at large and the effects on:Customer expectations for service levels and information accessibility, which have skyrocketed. Distribution models, which are rapidly evolving in the face of growing preference among some segments for direct channels and generational change in the agent force.Underwriting and claims capabilities, where electronically available third-party data and automated analytics and workflow have the potential to radically streamline processes.Changes in the IT operating model including SaaS/cloud, blended sourcing, and agile development, and the requirement for IT to be an integral element of the business, not a separate services organization.Total dependence on IT coupled with a lack of understanding by senior business leaders, which can lead to poorly informed decision making and one-sided cost-benefit analyses.CONTENTSIntroduction…2State of the Industry,Changing Role of IT, and IT Risks…3Deconstructing Insurance and theRole of Information Technology…5Insurance IT Strategy and Tactics…7Blended Sourcing…9Beyond 3%: In Search ofa New Metric…11Agent Portals, Hubs and Exchanges,PDF-based E-Business…12Concluding Thoughts…15About Novarica…16

Novarica EMEA ACE Ranking™ Comtec Total Insurance System 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Comtec is a member of the Malam-Team Group, a publicly traded company and thelargest technology company in Israel. TIS (Total Insurance System), their modular policyadministration system, was launched in 1976, and was last re-architected in 2005. TIS isdesigned to support all major property and casualty lines of business, and is live acrossmultiple lines of business outside North America. The system is in use at 30 clients in theUS and EMEA, including several with over US$1 billion in NWP. Publicly announced USclients include Center Mutual Insurance Company and National Lloyds InsuranceCompany. A full profile of this solution is included in Novarica Market Navigator™: USProperty/Casualty Policy Administration Systems 2010 Q2 (May 2010).References for this Novarica ACE Ranking included:VP - CIO at a midsize EMEA P/C insurer, which has been using the solution for 20 years for underwriting, claims, and back office.Vice President at a large EMEA multiline insurer, which has been using the solution for 20 years for underwriting and back office.ITD Group Head - General Insurance Services at a small EMEA P/C insurer, which has been using the solution for 10 years for policy issuing, claims, collection, and bordereau.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica Insurance Technology Research Council Special Report:Insurance Information Technology 2011: Across the Core Systems Map2nd Annual "State of the Industry" Report Author: Matthew JosefowiczPages: 57Published: February 2011Price: $2,500An analysis of survey data and detailed interviews from over 100 US insurers from the Novarica Insurance Technology Research Council on budgets and plans for 2011 across the insurance application infrastructure. Click here to purchase this individual report. Click here to purchase this report. About This ReportThis report is designed to provide insurer CIOs with a broad picture of priorities, activities, and conditions across the industry related to key technology areas across the insurance application infrastructure. This is the second edition of this annual report. The first edition was published in January 2010.About the Survey Data and InterviewsSurvey data is from a snap poll of 122 of the 250+ members of the Novarica Insurance Technology Research Council. The poll was conducted in November 2010. This data was combined with over 70 direct interviews with council members. These interviews were guided by identifying activities and needs related to the areas described by the Novarica Insurance Core Systems Map and followed a conversational flow rather than a formal questionnaire.Of these 70 participants in these interviews, approximately 76% were midsize P/C companies (under $1 billion in premium), approximately 10% were large P/C companies, and the remaining 14% were life/annuity companies. Each size/sector grouping was analyzed separately for this report. These interviews were supplemented with direct experience of our team with insurers throughout 2010. About the Contents and PresentationThe report follows the Novarica Insurance Core Systems Map. For each area, the report presents:Results of our November 2010 online poll of 122 members of the Research Council, which shows the percentage of participants ranking each area in their top three priorities for 2010. Nearly all of the 70 interviewees participated in this online poll.Common themes, uncommon examples (“outliers”) and illustrative quotes from the 70 interviews, with life/annuity discussions summarized in grey boxes on the left and property/casualty discussions summarized in blue boxes on the right. In each case, discussions with larger firms (over$1 billion in premium) are summarized in the top box and smaller firms (between approximately $100 million and $1 billion) in the bottom box.CONTENTSIntroduction…2Executive Summary…3IT Budgets…5Core Systems and Heat Maps…6Agent Portal…8Customer Portal...11Distribution Management...14CRM...17Policy Admin/Rating/UW...20Claims...24Billing...27Reinsurance...30Business Intelligence...33Document Creation/CCM...36Document Management/BPM...39Financials/GL...42Infrastructure & Security...44IT Governance...47BPO & Cloud/ASP/Hosted...49Mobile...51Conclusions...54About Novarica...55About the Research Council...56

Research Report: Business and Technology Trends: Individual Life InsurersAuthor:Chad Hersh & Steve KayePages: 18Published: February 2011Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. Report Summary:Individual life carriers are focusing on product differentiation, speed to market, reducing operational costs, and better management of risk. In addition, attention is being paid to technology platforms where in many cases life carriers have aging platforms with redundancy in many systems. This focus is in response to a highly competitive carrier marketplace and unpredictable market equity performance.Top initiatives for individual life carriers include core system version upgrades, consolidation of redundant systems, agent portal capabilities, and STP/automation.This report provides an overview of individual life carriers’ business and technology issues, data about the marketplace, and over 25 examples of recent technology investments by individual life insurers. CONTENTSIntroduction…2Market Overview…2Insurer Landscape…4Top Core Application Issues…5Front-End…7Core Systems…10Financials…12Documents…13Business Intelligence…14CRM…15Specialized Components…16Individual Life Insurers: Top Technology Priorities…17About Novarica…18

Research Report: US Life Agent Portals: Key Issues and TrendsAuthor:Chad Hersh & Kimberly MarkelPages: 20Published: February 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report.Report Summary: This report is designed to provide an overview of the current state of life insurance Agent Portals, including available functionality, usage, trends, and benchmark information from representative carriers in the marketplace. The information in this report was collected directly from life and annuities insurers through interviews. The report draws on years of practical experience, reviews of published articles, and surveys of carriers. CONTENTSIntroduction…2Agent Portal Overview…2Typical Agent Portal Features…6Carrier Benchmarks…9Key Challenges and Barriers…17Agent Portal Trends…18Conclusions…19About Novarica…20

Research Report:Banking Core Systems MapAuthor:Madhavi ManthaPages: 15Published: February 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary: The banking systems landscape tends to be complex and diverse – typically including a wide range of applications that provide different functionalities and address varying business needs.Despite the unique characteristics of individual banks' IT environments, most banks' systems generally fall into the 20 areas illustrated in the Novarica Banking Core Systems Map, which provides a valuable reference point to understand banks' internal application infrastructures and the extensive marketplace of technology solutions available. This report outlines the components of banks' applications infrastructures and how the pieces work together to create business value. Specific issues and challenges across the areas will be covered in greater depth in subsequent reports. CONTENTSIntroduction…2Core Systems…3Distribution...5Payments and Transaction Processing...8Data and Orchestration…9Documents and Knowledge…10Corporate Systems…12Conclusions…14About Novarica…15

North American Retail Banking IT Services Providers 2011(Q1)Authors: Meredith OutwaterPages: 21Published: February 2011Price: $1,500 Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report provides an overview of some of the major IT services providers to North American banks. The information in this report was collected directly from the solution providers. The report contains a brief profile of each provider listed opposite covering staffing support, recent project experience, partnerships, and key differentiators. CONTENTSIntroduction…2IT Services Overview…4Accenture…5Birlasoft…7Capgemini…8CGI Group Inc…9Cognizant…10CSC…11HCL Technologies…12International Business Machines (IBM)…13Infosys Technologies…15L&T Infotech…16Tata Consultancy Services (TCS)…17Virtusa…18Wipro Technologies…19Conclusions…20About Novarica…21

Novarica Brief: Latin American Insurance: Market and Technology IssuesAuthors: Matthew Josefowicz, Chad Hersh, & Thuy NguyenPages: 4Published: February 2011Price: $500Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:A sustained period of strong economic growth and low insurance penetration makes LatinAmerica a ripe market for growth in insurance. The region demonstrates strong growthpotential as political and fiscal instability ease, investment in the insurance industry rises,and distribution channels for insurance products develop.The early growth stage of the insurance industry and the low maturity level of technologycreate an environment that is full of opportunities for experienced and innovative vendors.Although there are challenges such as limited IT infrastructure and resources. Additionalchallenges include local competition as well as the foreign landscape. However, there isalso much to gain compared to relatively static growth in the most developed markets.ContentsIntroduction…1Market Overview…1Technology Challenges…2Key Vendors…2Conclusions…4AboutNovarica…4

Novarica ACE Silver Ranking™ Sword AgencyPort AgencyPortal2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:AgencyPort Insurance Services, Inc. was founded in 2000 and is headquartered inBoston, MA with approximately 120 employees. Roughly 95 employees supportAgencyPortal with over 80 in client-facing roles. Their flagship product, AgencyPortal, is aweb-based platform that provides new business, policy change, renewal quote, and firstnotice of loss (FNOL) transactions based on configurable product definition and workflow.AgencyPortal was released in 2000 and was last re-architected in 2009.AgencyPort reports that there are 39 US clients live on AgencyPortal, including 22commercial lines carriers and 14 personal lines carriers. Ten of these clients have over$1B in premium. Publicly-announced clients include W.R. Berkley, Farmers, Arbella,Louisiana Workers' Compensation Corporation, General Casualty, MEMIC, Aon Benfieldand others. AgencyPortal was last profiled in Novarica Market Navigator™ US Property /Casualty Agent Portals 2010 (Q3).References for this Novarica ACE Ranking included:IT Project Manager at a large P/C insurer, which has been using the solution for 2 years for underwriting.Senior Project Manager at a large P/C insurer, which has been using the solution for 10 years for underwriting. Project Manager at a midsize insurer, which has been using the solution for 1.5 years for distribution.SVP/CIO at a large P/C insurer, which has been using the solution for 3 years for distribution.Acting CTO at a large P/C insurer, which has been using the solution for 1 year for distribution.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ SeaPass Gateway Portal 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SeaPass Solutions is a privately held company headquartered in New York City.Founded in 2000, SeaPass develops and markets Straight-Through Processingsolutions, which enable insurance carriers and agents to transmit and receive data inreal-time by leveraging existing systems to interact automatically.References for this Novarica ACE Ranking included:VP at a large P/C insurer, which has been using the solution for 0.5 years for wholesale retail distribution.SVP at a small P/C insurer, which has been using the solution for 0.5 years for underwriting and claims inquiries.Senior Programmer at a midsized P/C insurer, which has been using the solution for 2 years for service, underwriting, and distribution.AVP at a large P/C insurer, which has been using the solution for 5 years for quoting of commercial lines for agents.CFO at a small P/C insurer, which has been using the solution for 0.5 years for distribution channels and underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ NxTech ConneXt 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:NxTech ConneXt interfaces property/casualty insurers with their distribution channels.NxTech has 42 clients for their ConneXt solution in the U.S. Publicly announced clientsinclude The Cincinnati Insurance Companies, Penn National Insurance, Preferred MutualInsurance, SPARTA Insurance Company and Millers Mutual Insurance Company. Thesolution is profiled in Novarica Market Navigator™: Agency Connectivity 2009 (Q1)published in February 2009.References for this Novarica ACE Ranking included:SVP - CIO at a large P/C insurer, which has been using the solution for 1.5 years for distribution channel.President – CEO at a small P/C insurer, which has been using the solution for 7 years for distribution channel.Project Manager at a large P/C insurer, which has been using the solution for 3 years for distribution channel, service, and underwriting.CIO at a small P/C insurer, which has been using the solution for 1 year fordistribution channel.Project Manager at a small P/C insurer, which has been using the solution for 0.3 years for distribution channel.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ SunGard iWorks Procede 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard is a privately held company headquartered in Wayne, Pennsylvania with20,000 employees in more than 200 offices in 30 countries. ProCede, part of its iWORKSReinsurance Management solution set, is a reinsurance administration solution offeringsupport for both P&C and reinsurance carriers.References for this Novarica ACE Ranking included:AVP at a large P/C insurer, which has been using the solution for 7 years for accounting and claims.CFO at a midized P/C insurer, which has been using the solution for 8 years for finance. VP at a large P/C insurer, which has been using the solution for 7 years for underwriting, claims, and accounting.AVP at a large P/C insurer, which has been using the solution for 10 years for accounting, reinsurance, administration, and claims.CIO at a large P/C insurer, which has been using the solution for 1 year for ceded reinsurance and e-finance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Platinum Ranking™ Hyland Software Onbase 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:OnBase is an enterprise document management solution from Hyland Software, Inc. profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3)published in August 2008.References for this Novarica ACE Ranking included:The 20 respondents for this Platinum ACE Ranking represented 8 life/health and 12property/casualty insurers. Approximately 2/3 of the respondents represented companies withannual premiums between $100 Million and $1 Billion, with the remaining third split evenlybetween smaller and larger companies.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Gold Ranking™Optical Image Technology 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Optical Image Technology’s DocFinity is a suite of integrated document management and workflow software products for a variety of industries including insurance. Optical Image Technology is a privately-held company headquartered in State College, PA. Publicly-announced clients include Chautauqua Patrons’Insurance Company, Esurance, Farmers, Mercer Insurance Group, Michigan Millers Mutual InsuranceCompany, and Unitrin Direct.References for this Novarica ACE Ranking included: Electronic Content Analyst at a midsize P/C insurer, which has been using the solution for 10 years for all insurance departments internally. CEO at a small P/C insurer, which has been using the solution for 5 years for insurance. VP Marketing at a small P/C insurer, which has been using the solution for 3 years for underwriting, claims, and accounting. CEO at a Large P/C insurer, which has been using the solution for 4 years for underwriting, claims service, and back office. AVP at a small P/C insurer, which has been using the solution for 3 years for all insurance departments. IT/Accounting Supervisor at a small P/C insurer, which has been using the solution for 3 years for underwriting, claims, and accounts receivable. CEO at a small P/C insurer, which has been using the solution for 1.5 years for underwriting, claims, and paperless implementation. Claims Technology Manager at a midsize P/C insurer, which has been using the solution for 5 years for personal auto claims. Marketing Representative at a small P/C insurer, which has been using the solution for 1 year for document management and service. Systems Manager at a large L/H insurer, which has been using the solution for 15 years for benefits, insurance operations, applications, claims and underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Gold Ranking™ iPartners Insurance Scorecard 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:iPartners LLC is a privately held company based in Alpharetta, GA. Insurance Scorecard is anSaaS business intelligence platform which includes a property/casualty-specific data warehouse,an analytics engine, and reporting capabilities, including dashboards. A profile of the solutionappeared in Novarica Market Navigator™: US Insurance Business Intelligence Solutions (Q4),published in November 2008.References for this Novarica ACE Ranking included: CIO at a small P/C insurer, which has been using the solution for 3 years for underwriting. VP at a midsize P/C insurer, which has been using the solution for 4 years for claims and production. COO at a small P/C insurer, which has been using the solution for 1.2 years for all lines.Project Manager at a midsize P/C insurer, which has been using the solution for 1 year for all areas.CTO for a midsize P/C insurer, which has been using the solution for over 7 years for underwriting, field agents, and claims.Manager, Analytics and Systems at a midsize P/C insurer, which has been using the solution for 1 year for underwriting, claims, and marketing.CFO at a small P/C insurer, which has been using the solution for 7 years for finance, accounting, sales, senior management, and actuarial.CIO at a midsize P/C insurer, which has been using the solution for 3 years for all areas.SVP Underwriting at a small P/C insurer, which has been using the solution for over 7 years for underwriting, claims, marketing, and finance.CIO at a midsize P/C insurer, which has been using the solution for 1 year for management reporting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Gold Ranking™ Sword AgencyPort AgencyConnect 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Sword AgencyPort (AgencyPort) is a privately-held company based in Boston, MA.AgencyConnect provides infrastructure for agency interface transactions. AgencyConnectis a highly integrated modular component to provide integration of AgencyPortal withagency management systems and comparative raters. The solution was profiled inNovarica Market Navigator™: Agency Connectivity (Q1) published in February 2009.References for this Novarica ACE Ranking included:Director Projects and Planning at a large P/C insurer, which has been using the solution for 2 years for distribution and channel servicing. SVP & CIO at a large P/C insurer, which has been using the solution for 3 years for distribution. VP at a large P/C insurer, which has been using the solution for 2 years for distribution channels. IT Project Manager at a large P/C insurer, which has been using the solution for 5 years for underwriting. Division Manager at a large P/C insurer, which has been using the solution for 5 years for upload and real-time rating.VP at a large P/C insurer, which has been using the solution for 2 years for real-time rating. Solution Architect at a large P/C insurer, which has been using the solution for 5 years for personal lines quoting, commercial lines quoting, and PL book rolls.Senior Project manager at a large P/C insurer, which has been using the solution for 7 years for underwriting.AVP at a large P/C insurer, which has been using the solution for 5 years for uploading new business activity from independent agents.Business Analyst at a large P/C insurer, which has been using the solution for 6 years for agents.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Gold Ranking™ SunGard iWorks IAS 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems’ iWORKS Investment Accounting System (IAS) is investment accountingsoftware designed for financial services companies.References for this Novarica ACE Ranking included:AVP and Asst. Treasurer at a small P/C insurer, which has been using the solution for 4 years for accounting.CFO and Treasurer at a midsize L/H insurer, which has been using the solution for 18 years for back office and management.Administrator of Cash Management at a small L/H insurer, which has been using the solution for 10 years for investments.Accounting manager at a midsize L/H insurer, which has been using the solution for 3 years for investments and financialsCorporate Accounting Managerat a large L/H insurer, which has been using the solution for 10 years for back office.Senior Treasury Analyst at a midsize P/C insurer, which has been using the solution for 6 years for accounting and investments.Investment Accountant at a midsize P/C insurer, which has been using the solution for 2.5 years for investment accounting and regulatory reporting.Treasurer at a midsize P/C insurer, which has been using the solution for 1.5 years for treasury and finance.Investment Supervisor at a midsize L/H insurer, which has been using the solution for 2 years for back office.Controller at a midsize P/C insurer, which has been using the solution for over 10 years for accounting and reporting.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ LexisNexis Policy Decisions Commercial 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:LexisNexis Policy Decisions Commercial is a web-based policy administration solution forcommercial lines carriers from LexisNexis Insurance Software Solutions (formerlyInsurity). Policy Decisions Commercial is designed to support all major commercial linesand various proprietary commercial custom lines. LexisNexis reports that there are 66North American commercial lines insurers currently in production with the solution, 10 ofthem with more than US$1 billion in NWP. In addition, 6 MGAs and 5 P&C reinsurers areusing the solution, as well as a primarily personal lines carrier with less than US$1 billionin NWP. The solution is profiled in Novarica Market Navigator™: US Property/CasualtyPolicy Administration Systems 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:AVP at a large P/C insurer, which has been using the solution for 7 years for policy administration.SVP at a midsize P/C insurer, which has been using the solution for 0.5 years for underwriting.CIO at a large P/C insurer, which has been using the solution for 1 year for underwriting.VP, Senior Information Officer at a midsize P/C insurer, which has been using the solution for 2 years for policy administration.SVP at a small P/C insurer, which has been using the solution for 3 years for underwriting, claims, and billing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ IVANS Transformation Xpress 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:IVANS started in 1983 and is headquartered in Stamford, Connecticut. IVANS servesover 600 insurance and healthcare organizations, more than 30,000 independentinsurance agents, and 135,000 healthcare providers. It has about 100 employees withclients located in all 50 States. This solution has not yet been profiled by Novarica.References for this Novarica ACE Ranking included:IT Project Director at a large P/C insurer, which has been using the solution for 4 years for agents and IT.CIO at a large P/C insurer, which has been using the solution for 3 years for distribution.Director of IT and HR at a small P/C insurer, which has been using the solution for 5 year for back office.Team Lead at a large multiline insurer, which has been using the solution for 10 years for insurance industry.Agency Technology Specialist at a large multiline insurer, which has been using the solution for 0.3 years for mapping/translation and distribution of data to agents.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ Ebix EbixAdvantage 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: EbixAdvantage, formerly known as Infinity, is a policy and claims administration solutionfor property/casualty insurers from Ebix, Inc., a publicly traded software companyheadquartered in Atlanta, GA. Infinity was last re-architected in 2008 and includes allfunctionality surveyed by Novarica except product development, underwriterworkbenches, and state filings. Ebix has re-branded this product from Infinity to theEbixAdvantage platform. 47 North American carriers are live on the solution, including 6personal lines insurers and 41 commercial lines insurers. One MGA is live on the system.The solution is profiled in Novarica Market Navigator™: US Property/Casualty PolicyAdministration Systems 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:IT Manager at a large P/C insurer, which has been using the solution for 1.5 years in all areas.Senior Business Analyst at a small P/C insurer, which has been using the solution for 12 years for underwriting and claims.VP – IS at a midsize P/C insurer, which has been using the solution for 11 years for underwriting, claims, and financial.CIO at a small P/C insurer, which has been using the solution for 15 years for underwriting and claims.Systems Administrator at a midsize P/C insurer, which has been using the solution for 9 years for underwriting and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ Cover-All My Insurance Center 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: My Insurance Center is a web-based policy administration suite from Cover-AllTechnologies, Inc., a publicly traded software company headquartered in Fairfield, NJ.My Insurance Center is designed to support all major commercial lines, including ISOcommercial lines, workers’ compensation, and various proprietary commercial customlines. 22 North American commercial lines carriers are live on My Insurance Center,including 2 with over US$1 billion in NWP and 12 commercial lines MGAs. 95% are usingthe latest version of the system. A full profile of this solution is included in NovaricaMarket Navigator™: US Property/Casualty Policy Administration Systems 2010 (Q2)published in May 2010.References for this Novarica ACE Ranking included:O&S Manager at a large P/C insurer, which has been using the solution for 10 years for underwriting.IT Administrator at a small P/C insurer, which has been using the solution for 5 years for commercial lines.CIO at a midsize P/C insurer, which has been using the solution for 15 years for rating, policy issuance, endorsement, and renewal.MIS at a small P/C insurer, which has been using the solution for 8 years for underwriting.Commercial Underwriter at a midsize P/C insurer, which has been using the solution for 1 year for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Silver Ranking™ Appulate Uplink 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Appulate, Inc. is a privately held company with 17 employees based in Agoura Hills, CAwith annual revenue under $5 million. Their flagship product is Appulate Uplink, anagency management system interface. Four staff members support Appulate Uplink incustomer-facing roles. Support staff averages 2 years of experience in the industry.Four insurers are in production currently, all under $1 Bn in premium. Three insurerswrite commercial lines, one writes both personal and commercial lines and the fourthwrites solely personal lines. Publicly announced clients include AmFed, ArrowheadGeneral, Celina Insurance, Concord Group, and Insurance Company of the West (ICWGroup). All clients are on the newest release.References for this Novarica ACE Ranking included:CIO at a small P/C insurer, which has been using the solution for 3 years for agency automation.VP Information Systems at a midsize P/C insurer, which has been using the solution for 1 year for agency interfacing.AVP at a midsize P/C insurer, which has been using the solution for 3 years to complement their agent facing real-time quoting.AVP Operations at a general agency, which has been using the solution for 1 year for distribution and underwriting.Consultant at a TPA, which has been using the solution for 1 year for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ CSC Exceed Billing 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CSC is a large publicly traded company headquartered in Falls Church, VA and is anacknowledged market leader in insurance software with more than 92,000 employees.Exceed Billing was launched in 2002 as a browser-enabled, services-orientedarchitecture solution, and CSC has continually enhanced the product in subsequentreleases. There are currently 16 insurers live on Exceed Billing, of which about half aresupporting personal lines only and half both personal and commercial lines.Clients are roughly evenly split between those over and under $1 billion in premium.Exceed Billing clients are live in all 50 states on all lines of commercial and personalbusiness. Approximately 60% of customers are live on the most recent version. Publiclyannounced customers include Federated, GEICO, PEMCO, Progressive, and CincinnatiInsurance. The solution was profiled in Novarica Market Navigator™ US Billing 2010(Q1) published in January 2010.References for this Novarica ACE Ranking included:VP – Director of IS at a large P/C insurer, which has been using the solution for 2 years for accounting, customer accounts, and client contact center.Executive Director of Systems Development at a midsize P/C insurer, which has been using the solution for 9 years for underwriting, claims, marketing, and finance.VP – IT Director at a large P/C insurer, which has been using the solution for 3 years for commercial lines policy admin.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Duck Creek EXAMPLE 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Duck Creek Technologies, Inc. (Duck Creek) is a privately held company headquarteredin Bolivar, Missouri with offices located in Columbia, South Carolina, Farmington,Connecticut. The company has more than 270 employees, 140 of whom are incustomer-facing roles for the Duck Creek Policy Administration system. The Duck CreekEXAMPLE Platform was released in 2001 and re-architected in 2009 to support .NET 3.5,a new billing module, and a new UI including the agent portal.There are 24 North American and UK customers using EXAMPLE (in production,predominantly in the US) for personal, commercial, and specialty lines of business(including one with over US$1 billion in NWP, though numerous large carriers are inimplementation). Five carriers utilize the MGA business model and one is utilizing a BPObusiness model. More than half of the customer base is utilizing or migrating to the latestversion of the EXAMPLE Platform. The solution was profiled in Novarica MarketNavigator™ US Property / Casualty Policy Administration Systems 2010 (Q2) publishedin May 2010.References for this Novarica ACE Ranking included:CIO at a midsize P/C insurer, which has been using the solution for 4 years for distribution, underwriting, and policy services.CIO at a large P/C insurer, which has been using the solution for 4 years for agent-based distribution and internal underwriting.IT Director at a small P/C insurer, which has been using the solution for 3 years for insurance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Agile Technologies Services 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agile Technologies, LLC is a privately held IT consulting firm and systems integratorbased in Bridgewater, NJ with 100 employees. Agile serves a wide range of industries,including property and casualty, life, and health insurance. Partners include Beyondvia,IBM, Informatica, Javelin Technologies, Metatomix, Microsoft, and Oracle, The companyprovides a range of services including business intelligence services, businesstransformation, compliance consulting, database services, development services, ITconsulting, management consulting, network services, and software integration. Publiclyannounced clients include ACE USA, Builders Mutual Insurance Company, CoastalInsurance Risk Retention Group, Inc., Hudson Specialty, and Rockhill InsuranceCompany.References for this Novarica ACE Ranking included:VP IS at a midsize P/C insurer, which has been using the solution for 2 years for data warehousing.VP at a small L/H insurer, which has been using the solution for 1 year for distribution and finance.CIO at a midsize P/C insurer, which has been using the solution for 1 year for underwriting, sales and agency.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ First Best UMS 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:FirstBest is a privately held software company funded by venture capital. It was foundedin 2006 by software development executives looking to develop a solution for what theydetermined to be an underserviced area in the P&C insurance industry: the underwritingprocess. Headquartered in Bedford, MA, FirstBest has grown to 50 employees.UMS is currently in production as managed, hosted application for two P&C carriers.They are supported by 24 customer-facing employees, who have an average of 18 yearsexperience in the software development industry. The solution was profiled in NovaricaVendor Service Review™ FirstBest Underwriting Management System 2010 (Q2)published in April 2010.References for this Novarica ACE Ranking included:VP at a large P/C insurer, which has been using the solution for 3 years for underwriting.SVP at a large P/C insurer, which has been using the solution for 1.5 years for distribution/channel, underwriting, and service.CIO at a large P/C insurer, which has been using the solution for 6 years for interface to agencies and underwriting processes.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Focus! On Innovation e-Surety 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Focus! On Innovation, Inc. (Focus) is a privately held company based in Ponte Vedra Beach, FL. The companyemploys between 10 and 25 people. All employees support e-SURETY, the company’s enterprise surety bondsolution, including 5 to 10 customer-facing staff. e-SURETY was launched in 1999 and most recently rearchitectedin 2008. It is a full policy administration system for commercial surety, contract surety, fidelity,ERISA, and business service bonds.Nineteen commercial carriers are live on e-SURETY, including nine with over US$1 billion in DWP. Two P/CMGAs are also live on the system. Clients are live in all 50 states. Publicly announced clients include HanoverInsurance Group, Nationwide Mutual Insurance, Old Republic Surety, SureTec Financial, Selective Insurance,Great American, The Guarantee Company, First Choice in Commercial Insurance, Rockhill UnderwritingManagement, Aegis Security Insurance Company, Allegheny Casualty, Financial Pacific Insurance Group,Capstone Surety, Bluestone Surety, and Arrowhead General Insurance Agency. 90% of customers are on thenewest release. The solution was profiled in Novarica Market Navigator™ US Property / Casualty AgentPortals 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:Bond Administrator at a small P/C insurer, which has been using the solution for 1.3 years for underwriting.EVP at a small P/C insurer, which has been using the solution for 3 years for underwriting.Project Management Analyst at a large P/C insurer, which has been using the solution for 5 years for underwriting, distribution and back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Guidewire PolicyCenter 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Guidewire Software, Inc. (Guidewire) is a privately held company headquartered in SanMateo, CA, with more than 500 employees. In addition to shared support staff, 180Guidewire staff support the PolicyCenter policy administration system exclusively,including 68 in customer-facing roles.Two commercial lines carriers with over US$1 billion in NWP and one personal linescarrier under US$1 billion in NWP are live on the solution in North America, with twomore carriers due to go live in 2010. Guidewire has one other non-North Americancustomer live on the solution. 9 carriers are currently implementing PolicyCenter in NorthAmerica and a 10th is implementing the solution in New Zealand. Publicly announcedclients include American Family, Amica, C.N.A., Co-operators (Canada), Farm BureauMutual of Idaho, Kentucky Farm Bureau, Mercury Insurance, Missouri Employers Mutual,and Sentry. The solution is profiled in Novarica Market Navigator™: USProperty/Casualty Policy Administration Systems 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:Director at a large P/C insurer, which has been using the solution for 0.3 years for underwriting and external agents.Director, Program Management Office at a midsize P/C insurer, which has been using the solution for 1.3 years for underwriting, sales and claims.VP IT at a large Canadian P/C insurer, which has been using the solution for 0.2 years for agents, call center, finance, back office, and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ IBM Cognos 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Cognos was a privately held company acquired by IBM in January 2008, and is a leadingsupplier of BI tools to a wide range of industries. The company has over 4000 employeesand over is based in Ottawa, ON. The current version of Cognos’ BI solution, Cognos 8,was launched in 2005, and offers financial planning and what-if analysis, reporting, OLAPanalysis, dashboarding, scorecarding, cause-and-effect metrics, alerts, full wirelesssupport, MS Office integration and support for working from within Excel for BI analysis.Cognos declined to reveal client base information, but Novarica estimates that there arescores of insurers live on the solution, with the client base heavily skewed towards largercompanies. Publicly announced clients include Chubb, Great American, AmericanCommunity Mutual, AAA Life, Qualchoice of Arkansas, and GE Insurance Solutions,Munich RE, Prudential, and BCBS of Tennessee The solution was profiled in NovaricaMarket Navigator™ US Business Intelligence Solutions 2008 (Q4) published inNovember 2008.References for this Novarica ACE Ranking included:Business Intelligence Manager at a large P/C insurer, which has been using the solution for 1 year for underwriting claims, actuarial, and accounting.VP, Planning and Analysis at a large P/C insurer, which has been using the solution for 2 years for finance.AVP at a large P/C insurer, which has been using the solution for 2 years for enterprise.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Insurance Technologies ForeSight2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurance Technologies LLC is a private company based in Colorado Springs, CO, withabout 175 employees. Insurance Technologies launched ForeSight as a standaloneillustrations solution in 1999. Insurance Technologies was re-architecting ForeSight tomake use of version 3.5 of the .NET framework and Microsoft Silverlight (the lastrearchitecting took place in 2006). The new version was expected to enter production in2008.24 Life/Annuity insurers with over $1 billion in premium are live on ForeSight, with afurther 24 under $1 billion in premium. Half are using the latest version. InsuranceTechnologies recently announced deals with the Hartford Fire Insurance Company,MassMutual, Sagicor Life, Sun Life Financial, the UNIFI Companies, Berkshire LifeInsurance Company of America, Penn Mutual and ING. The solution was profiled inNovarica Market Navigator™ US Life / Annuities Illustrations Systems 2008 (Q2)published in May 2008.References for this Novarica ACE Ranking included:IT Director at a large L/H/A insurer, which has been using the solution for 2 years for wholesale, NMO distribution, and internal sales desks.SVP Operations at a large L/H/A insurer, which has been using the solution for 2 years for distribution and back office.Director of marketing at a large L/H/A insurer, which has been using the solution for 4 years for distribution and sales.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Management Data FIMMAS 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Management Data Inc. is a privately held company headquartered in Birmingham, AL.FIMMAS was released in 1984, and last re-architected in 2005. The solution provides thefull suite of functionality surveyed by Novarica.The solution is live at clients in all 50 states supporting all major life and annuitiesproducts (including variable and retirement products, and credit and debt cancellation),disability, and LTC. The solution was profiled in Novarica Market Navigator™ USLife/Annuity/Health Policy Administration Systems 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:AVP at a large P/C insurer, which has been using the solution for 10 years for full processing.AVP at a large L/H/A insurer, which has been using the solution for 20 years for claims and accounting.VP Marketing and Operations at a large L/H/A insurer, which has been using the solution for 6 years for back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Maple Tech Aspire 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Maple Technologies LLC (Maple Tech) is a privately held company headquartered in Manalapan,NJ, with under US$5 million in annual revenue and twelve staff, all of whom support the AspireInformation System (Aspire), including five in client-facing roles. Released in 2001, Aspire was rearchitectedin 2006 and is offered solely on a SaaS basis. Of the functionality surveyed byNovarica, only state filings, CRM, and product development are not included as part of the solution(product development is handled by the vendor).Aspire is live at clients in all 50 states and Canada supporting all major commercial lines (bothadmitted and surplus lines), including commercial auto, property, liability, professional liability,umbrella and excess, E&O, inland marine, and crime. The solution supports workers’ compensationand major personal lines, but there are no active implementations to date. The solution was profiledin Novarica Market Navigator™ US Property / Casualty Policy Admin Systems 2010 (Q2) publishedin May 2010.References for this Novarica ACE Ranking included:Treasurer, CIO & CTO at a small P/C insurer, which has been using the solution for 3.5 years for underwriting, claims, and accounting.COO at a large P/C insurer, which has been using the solution for 1.5 years for underwriting, claims, and premium accounting.CIO at a large P/C insurer, which has been using the solution for 3 years for distribution channel, service, and admin.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Max Processing Stingray 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Maximum Processing, Inc. is a private company with 12 employees, supplemented by anoffshore group of up to 20 individuals, based in Bradenton, FL. Their flagship product isthe Stingray System, a modular suite that includes Stingray Policy Processing, whichmay also be purchased as a stand-alone module. Nine staff members support StingrayPolicy Processing in customer-facing roles. Support staff averages 16 years ofexperience in the industry.Twelve personal lines insurers are live on the system, including one with over US$1billion in DWP. Three of these carriers are also using Stingray Policy for commerciallines. One P/C MGA is live on the system. Publicly announced clients include QBE,Mutual Aid eXchange, Pet Partners, SCI, and American Alliance. 80% of clients are usingthe latest version. The solution was profiled in Novarica Market Navigator™ US Property/ Casualty Policy Administration Systems 2010 (Q2) published in May 2010.References for this Novarica ACE Ranking included:President at a small P/C insurer, which has been using the solution for 0.5 years for all areas.Director IT at a small P/C insurer, which has been using the solution for 3.1 years for non-standard private passenger auto insurance.CIO at a small P/C insurer, which has been using the solution for .1 years for all areas.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Perceptive Software ImageNow 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Perceptive Software Inc. is a privately-held company with approximately 580 employeesand headquarters in Shawnee, KS. ImageNow is an enterprise document managementsolution which provides document intake, storage and indexing, as well as point-and-clickworkflow creation. A limited document creation capability is provided via integration withMicrosoft Word, and an optional module exposes many program features for SOA viaweb services. ImageNow was launched in 1993, and last re-architected in 2006. Thecompany highlights the solution’s patented LearnMode technology, scalability, lowservice-to-license cost ratio, and the ability for users to expand implementations withoutoutside help as key differentiators.ImageNow is currently live at 43 insurers, 75% of them property/casualty carriers. Currentclients include Diamond Insurance Group, AmFed, Bankers Insurance Group, PremeraBlue Cross and Braishfield Associates. Recent deals were publicly reported with FarmersMutual Insurance, Risk Administrative Services, and Cypress Care. The solution wasprofiled in Novarica Market Navigator™ US Insurance Document Management Solutions2008 (Q3) published in August 2008.References for this Novarica ACE Ranking included:Manager IT at a large L/H/A insurer, which has been using the solution for 5 years for distribution, underwriting, benefits, claims, IT, HR, legal, and back office.Director Operations at a large L/H/A insurer, which has been using the solution for 8 years for underwriting, claims, accounts payable, large case management, and customer service.Business Systems Delivery Manager at a large L/H/A insurer, which has been using the solution for 1 years for claims, licensing, customer service, business processing, marketing, and underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ WELIS Ascent 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:WELIS is a privately held company and began operations in 2000. Ascent was designedto help insurers sell and service their customers in a multi-channel distributionenvironment. The software is constructed as a standard single life illustration system thatcan be transformed into a sophisticated multiple life / multiple plan system.References for this Novarica ACE Ranking included:VP at a large multiline insurer, which has been using the solution for 7 years for distribution.Director at a large multiline insurer, which has been using the solution for 4 years for distribution, channel sales, underwriting, and service. Director at a large L/H/A insurer, which has been using the solution for 5 years for pricing, actuarial, marketing, customer support, sales, and third party brokers.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Ranking™ Vertafore: Sircon For Carriers 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Sircon is a wholly owned subsidiary of Vertafore, Inc. Sircon provides a producer lifecycleplatform to grow, manage and optimize producer channels. The company offers thisplatform as software-as-a-service (SaaS) to deliver value to insurance carriers, agenciesand brokers, education providers, producers (agents) and state regulators for licensing,recruiting, contracting, appointments, regulatory compliance, education tracking andproducer management.References for this Novarica ACE Ranking included:Director – Agency Operations at a large L/H/A insurer, which has been using the solution for 7 years for producer licensing and contracting.Supervisor – Agency Licensing at a large P/C insurer, which has been using the solution for 2 years for agency licensing.Supervisor at a large P/C insurer, which has been using the solution for 8 years for operations and licensing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Gold Ranking™ Vertafore ImageRight 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: ImageRight is an enterprise document management and workflow solution from Vertafore. It is inproduction at a wide range of life/annuity/health and property/casualty insurers across nearly alllines and product types at over 475 insurers. Current clients include Plymouth Rock,Massachusetts Property Insurance Underwriting Association, FCCI, Harleysville Mutual, AmComp,and Magna Carta Companies. The solution is profiled in Novarica Market Navigator™: USInsurance Document Management Solutions 2008 (Q3).References for this Novarica ACE Ranking included:CIO for a large multiline insurer, which has been using the solution for 3.5 years for underwriting, claims, and back office.CIO for a small P/C insurer, which has been using the solution for 5 years for underwriting and claims.IT Manager for a large multiline insurer, which has been using the solution for 7 years for underwriting, claims, accounting, IT, and back office.VP-IT for a small P/C insurer, which has been using the solution for 5 years for underwriting, claims, accounting, compliance, and marketing.VP-IS / CIO for a large P/C insurer, which has been using the solution for 10 years enterprise wide.VP-IT for a large P/C insurer, which has been using the solution for 7 years for underwriting, claims, accounting, HR, exec, and legal.Manager of Corporate Services for a large P/C insurer, which has been using the solution for 3 years for underwriting, claims, and back office.Manager Mutual Systems for a large P/C insurer, which has been using the solution for 3 years for underwriting, claims, finance and IT.IS Manager for a large P/C insurer, which has been using the solution for 14 years for underwriting, claims, accounting, and back office.Supervisor – Systems Development for a large P/C insurer, which has been using the solution for 6 years for underwriting, claims, sales, and risk management.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Novarica ACE Gold Ranking™ SunGard iWorks EAS 2011 Q1Pages: 4Published: 2011 Q1Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems is a privately-held company based in Wayne, PA. EnterpriseAccounting System is financial accounting and reporting software designed for theinsurance industry, part of SunGard’s iWORKS offering.References for this Novarica ACE Ranking included:AVP/Accounting Manager at a small L/H insurer, which has been using the solution for 12 years for accounting/accounts payable.Treasurerand Tax Manager at a midsize P/C insurer, which has been using the solution for 3 years for accounting department back office.Sr. Accountant at a midsize P/C insurer, which has been using the solution for 7 years for accountingController at a midsize P/C insurer, which has been using the solution for 7.8 years for accountingVP & Controller at a small L/H insurer, which has been using the solution for 12 years for accountingCFO at a risk retention group, which has been using the solution for 8 years for finance.Corporate Controller at a midsize P/C insurer, which has been using the solution for 2 years for finance and accounting.Business Technology Analysis Manager at a large L/H insurer, which has been using the solution for 5 years for back office.Supervisor, financial accounting at a midsize L/H insurer, which has been using the solution for 4 years for accounting.Accounting Manager at a midsize P/C insurer, which has been using the solution for 4 years for accounting.SunGard Data Systems is a privately-held company based in Wayne, PA. EnterpriseAccounting System is financial accounting and reporting software designed for theinsurance industry, part of SunGard’s iWORKS offering.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report: Key Issues and Best Practices for Life CIOs in P&C CompaniesAuthor:Chad HershPages: 7Published: January 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary: CIOs of life insurance companies that are part of larger P&C companies often find themselves in a difficult situation. While life companies are often profitable in their own right, the P&C company generates more revenue and dominates the resources, investment dollars, and attention of the organization.This report is designed to expose the issues confronted by these CIOs. The report also provides strategies to ensure that life priorities are advanced. It draws on direct personal experience as well as interviews with life CIOs and technology executives. CONTENTSIntroduction…2Strategic Investment in Small Life Companies…3How Successful Small Life Companies Adapt…4Pros and Cons for Small Life Companies in a Larger P&C Organization…5Conclusions…6About Novarica…7

US BPO/Virtualized Insurance Company Operations: Property and Casualty 2011 (Q1)Authors: Martina Conlon & Lis MagudaPages: 19Published: January 2011Price: $1,500 Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report provides an overview of the BPO/VICO (virtualized insurance company operations) services currently available to US property and casualty insurers. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite, an overview of the BPO services they offer, and a summary of their existing US P&C insurance client base.CONTENTSIntroduction…2Market Overview…3Accenture…6ACS…7Blue Cod Technologies…8Capgemini…9Cognizant…10CSC…11EXL…12Genpact…13Infosys…14Innovation Group…15Solartis…16TCS…17WNS…18Conclusions…19About Novarica…19

US BPO/Virtualized Insurance Company Operations: Life, Health, and Annuity 2011 (Q1)Authors: Chad Hersh & Lis MagudaPages: 21Published: January 2011Price: $1,500 Download preview Click here to purchase this individualreport. Click here to purchase this report. Report Summary:This report provides an overview of the BPO/VICO (virtualized insurance company operations) services currently available to US life/health/annuity insurers. The information in this report was collected directly from the solution providers using a proprietary Novarica RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite, an overview of the BPO services they offer, and a summary of their existing US LHA insurance client base.CONTENTSIntroduction…2Market Overview…3Accenture…6ACS…7Capgemini…8Cognizant…9Consecta…10CSC…11Dell Services…12EXL…13Genpact…14IBM…15Infosys…16NIIT…17TCS…18Wipro…19WNS…20Conclusions…21About Novarica…21

Executive Brief: Consumer Usage of the Mobile Banking ChannelAuthors:Madhavi ManthaPages: 4Published: January 2011Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary: With the recent flurry of announcements coming from banks, solution providers, hardware vendors, payments networks, and mobile phone operators about new mobile banking and payments initiatives, it’s clear that mobile is really beginning to matter. But who does it matter to, and how are consumers using the mobile channel as well as other bank channels? Understanding the answers to these questions can help banks determine which functionality to prioritize and the degree to which the mobile channel must be tackled as part of a broader multichannel strategy. The data presented in this executive brief comes from a survey conducted by Novarica’s parent company, Novantas LLC, in Q4 2010 of a representative sample of over 2,500 consumers from across the US.

Research Report: Retail Bank Technology Trends for 2011Authors:Madhavi Mantha & Meredith OutwaterPages: 16Published: January 2011Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report.Report Summary: During 2011, retail bank CIOs will focus primarily on improving capabilities for multichannel customers across digital and physical channels; maximizing the value of enterprise data through analytics; and improving operating efficiency, security, and compliance. This report is based on interviews of banking CIOs by Novarica principals and analysts during Q4 2010 and the Novantas Multichannel Preference Study Q4 2010, conducted by Novarica's parent company, Novantas LLC. CONTENTSIntroduction…2Doing A Lot More With A Little More…3Taking Aim at the Data and Analytics Bull’s-Eye…5Being the Business, Not Aligning With the Business…6Delivering on the Promise of Digital Channels…7Maximizing the Value of Physical Channels…10Navigating the Changing Payments Landscape…11Leveraging Cloud Delivery Models…13Tackling the Elephant in the Room: Compliance, Fraud, and Security…14Conclusions…15About Novarica…16

Novarica Insurance Technology Research Council:US Insurers IT Budgets and Projects 2011Author: Matthew JosefowiczPages: 12Published: December 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurer IT budgets for 2011 are poised to increase modestly across most classes of insurers.Insurers continue to focus their IT spending on delivering badly needed business capabilities to support growth and reduce overall operating expenses, but the highest priority areas vary widely by size and sector of company and even within those groups.The highest priority initiatives continue to be policy administration and business intelligence, with claims, agent portals, and commissions also important in some classes of insurer.This report is based on a survey of 122 insurer CIOs and senior executives, conducted during November 2010. It includes 8 figures and two tables outlining overall spending levels and a detailed analysis of top priorities for 2011 by over 40 functional technology areas. CONTENTSIntroduction…2Budgets for 2011…3Business Drivers for Technology Planning…4Key Business Capabilities...5Top Projects for 2011…7Top Three Projects for 2011...9Close-Up: Policy Administration Priorities...11Conclusions...12About Novarica…12

Mobile Technology at US P&C Insurers: Platforms, Use, and ImpactAuthor: Chad Hersh & Kimberly MarkelPages: 12Published: December 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Mobile applications and platforms are increasingly prevalent among P&C insurers. This report provides information on overall spending levels, use of different platforms supported for different types of users, and the perceived or expected value of mobile in supporting each user type’s work.Although total spending on mobile is still relatively small, projects are plentiful. Insurers that have already made significant investments to make their core systems accessible via the Web are finding that mobile channels can be built on the same foundations for an incremental cost.Tablets, especially the iPad, are a major area of focus and expected value in mobile strategies for 2011.This report is based on a survey of 61 US P&C insurer executives, conducted during October 2010. CONTENTSIntroduction…2Spending Levels…3Claims Adjusters…4Producers…5Sales and Marketing…8Senior Executives...9General Employees...10Conclusions...11About Novarica…12

Mobile Technology at US Life/Health/Annuity Insurers: Platforms, Use, and ImpactAuthor: Matthew Josefowicz & Kimberly MarkelPages: 10Published: December 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Mobile laptops and smart phones are widely supported by life/health/annuity insurers, with other platforms like tablets starting to emerge, especially for senior executives and sales and marketing reps.This report provides information on overall spending levels, use of different platforms supported for different types of users, and the perceived or expected value of mobile in supporting each user type’s work.Total spending on mobile is still relatively small, but insurers that have already made significant investments to make their core systems accessible via the Web are likely to find that mobile channels can be built on the same foundations for an incremental cost. Although tablet-based point of sale solutions for producers are widely discussed, they are not in many insurers’ short-term plans.This report is based on a survey of 14 US L/H/A insurer executives, conducted during October 2010. CONTENTSIntroduction…2Investment in Mobile Technologies…3Producers…4Sales and Marketing…6Senior Executives...7General Employees...8Conclusions...9About Novarica…10

SaaS, IaaS, PaaS (Cloud): Strategic Issues for InsurersAuthor: Chad Hersh & Kimberly MarkelPages: 11Published: November 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The concept of remotely accessing computer power and applications is nearly as old as computing itself. However, new models of delivering Software, Infrastructure, and Platforms as a Service via the Internet are having real impacts on insurers’ information technology strategies.This report provides an overview of the differences in licensing and implementation models, challenges, advantages, and current market trends in the areas of SaaS/IaaS/PaaS (Cloud). It also includes a case study of a midsize insurer with an aggressive cloud and SaaS strategy and how that company is managing the challenges and realizing the benefits. CONTENTSIntroduction: SaaS and Cloud Defined…2Licensing and Implementation…4Challenges…5Advantages…7Who's Doing What and Why...9Case Study...9Concluding Thoughts: What's Next...10About Novarica…11

Cloud and SaaS at US Insurers: Experience and ExpectationsAuthor: Chad Hersh & Kimberly MarkelPages: 12Published: November 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Cloud offerings (including cloud-based software and platform offerings) and SaaS solutions are more than just the latest buzz. Large insurers are starting to invest in leveraging these noteworthy technologies (discussed at length in a companion Novarica report), and small to midsized insurers are following suit. Though many carriers have yet to invest in these areas, a growing number are investing heavily in an effort to control current and future costs while achieving short-term benefits. Carriers that have invested are seeing real benefits, and those benefits—along with the latest estimates for current and planned usage of these technologies—are covered in this review of survey data from Novarica’s recent poll of insurance technology executives.This report presents the results of an online survey conducted during October 2010 of 75 members of the Novarica Insurance Technology Research Council, a moderated knowledge-sharing community of senior insurance IT executives. CONTENTSIntroduction…2Investment in Cloud and SaaS…4SaaS Technology…5Cloud Technology…8Conclusions…11About Novarica…12

Novarica Brief: Telematics in Auto InsuranceAuthors: Steven KayePages: 4Published: November 2010Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary: Dropping technology costs, alternatives to GPS data, increasing subscription to telematics services in vehicles and changing attitudes towards consumer privacy are expanding the scope of telematics in automotive insurance – both for commercial fleets and for consumers.Insurers have opportunities to target preferred drivers, to gather granular risk management information, to provide loss control services through promotion of better driving habits and anti-theft measures, and to enhance product offerings or to create new attractive products for consumers and for business.ContentsSummary…1Introduction…1Overview…2Conclusions…4AboutNovarica…4

Insurer Outsourcing Governance FrameworkAuthor: Chad HershPages: 10Published: November 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CIOs and insurance carriers often find themselves in a position to consider whether outsourcing some part of their technology or operations processes is desirable. Outsourcing comes in many forms and differing arrangements ranging from outsourcing technology to highly complex business processes. While carrier outsourcing decisions are being made, it is crucial that a formal governance structure with roles, responsibilities, monitoring, and metrics be simultaneously put in place in order to structure healthy interaction with the vendor. This report is designed to give CIOs and insurance executives a high-level holistic view of outsourcing governance. It draws on years of practical experience, reviews of published articles, and conversations with insurance carrier executives. The Novarica report Insurer Outsourcing Decision Framework, which describes the various outsourcing options, is a useful complement to this report. CONTENTSIntroduction…2Understanding Governance…3Governance Best Practices…4Components of Governance Framework…6Conclusions…9About Novarica…10

Rating Engines (P&C)Authors: Karlyn Carnahan & Lis MagudaPages: 21Published: November 2010Price: $1,500 Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:This report provides an overview of the available stand-alone rating solutions for US property/casualty insurers. The information in this report was collected directly from the solution providers using Novarica’s proprietary universal RFI. The report contains a brief profile of each of the following vendor solutions: AQS, Camilion, CGI, CSC, Decision Research Corporation, Duck Creek Technologies, Instec, OneShield, Oracle, SISTRAN, SpeedBuilder Systems, StoneRiver, TCS, and ValueMomentum.CONTENTSIntroduction…2Market Overview…3Key Components…4Profiles…7-20Conclusions…21About Novarica…22

Business Intelligence in Insurance: Current State, Challenges, and ExpectationsAuthor: Martina Conlon & Kim MarkelPages: 22Published: November 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The need for continued investment by insurers in business intelligence capabilities is widely understood, and the industry is acting. A vast majority of insurers are planning extensions and enhancements of their existing BI environments, while some are leveraging new vended and SaaS offerings to deliver completely new platforms. As BI capabilities expand, carriers acknowledge that Master Data Management principles are important, but relatively few have them in place or have prioritized them for the short term. As carriers manage and expand their BI environments, many face challenges with business understanding the power of BI and dealing with poor data quality. The challenges of normalizing enterprise data and motivating business user change are significant, but we believe that insurers who do develop strong business intelligence capabilities and act upon the insights revealed will have a significant competitive advantage in the difficult market ahead. This report is based on a survey of 75 insurer CIO members of the Novarica Insurance Technology Research Council conducted in August/September 2010.CONTENTSIntroduction…2Key Findings…3What is Business Intelligence?…4Repositories…6Reporting Tools…8Business Impact….11Challenges…14Data Governance….17BI Initiatives….20Conclusions…21About Novarica…22

Case Study:Core Systems Transformation at Great AmericanAuthor: Matthew JosefowiczPages: 15Published: November 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Great American’s core systems transformation is a multi-year re-architecting of core enterprise systems serving multiple P&C operating units to bring together best-of-breed components into a service-orientedenvironment. The effort is transforming not just the technology environment, but the firm’s business processing capabilities, training requirements, and attitude towards the value of IT for a specialty lines carrier. This case study, written in close consultation with Great American, provides an in-depth look at the in-progress initiative, the challenges faced and overcome, the effects, and the best practices that other insurers should note in planning their own significant IT efforts.CONTENTSIntroduction…2Pressures…4Principles …6Project…7Program…11Results…12Best Practices and Lessons Learned…14About Novarica…15

US Insurers 2010 Q4Author: Novarica Insurance TeamPages: 7Published: November 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:“What have you seen lately that’s cool?”As industry observers, we get this question all the time. Most of our research is focused on helping insurer CIOs solve big problems – application portfolio optimization, legacy migration or mitigation, organizational design, leveraging emerging technologies, business/IT relationship management, and other complex issues. While some of the approaches that our clients and Research Council members take to solve these problems could be categorized as “cool,” that’s not the important factor. These initiatives are generally very complex in design and execution. The effects of these projects are often dramatic for these organizations and their businesses, and our detailed case studies are designed to help other insurers learn from these experiences.On the other hand, every once in a while we come across something that an insurer has done that makes us say, “Huh. That’s a really good idea.” Most often, these are applications of existing technology to solve small nagging problems or simplify unnecessarily complex processes.To recognize and spread the knowledge of these initiatives, we’ve launched this Novarica Cool Capabilities series of reports. Each quarter, we will highlight a handful of technology-enabled business capabilities that impress us with their simplicity and utility. These examples are just that: examples. This report is not called “Coolest Capabilities.” There’s no ranking implied. The capabilities we highlight are ones that happen to have caught our attention recently. Most we encountered through direct conversations with our insurer clients and Research Council members. Some we saw mentioned first in the media. Others may have been brought to our attention by technology vendors. This report is not sponsored, and no company or vendor pays to be included. Either something is cool, or it isn’t.CONTENTSIntroduction…1Agent Upload via Print to PDF…2iPads Instead of Laptops…3Online VIN Look-Up for Customer Quoting…4Seal of Approval for Data Quality…5E-Billing and E-Delivery Interactive Forms…6Concluding Thoughts…7About Novarica…7

Research Report: Insurer Outsourcing Decision FrameworkAuthor: Chad HershPages: 8Published: October 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: CIOs and insurance carriers are often faced with complicated decisions of whether to outsource. Outsourcing comes in many forms and differing arrangements ranging from outsourcing technology to highly complex business processes. When initiating due diligence, carriers and their CIOs must clearly understand the arrangements and scenarios available to them. They must be armed with an understanding of typical contract arrangements, risks, clear rationale, approach, and long-term strategy. This report is designed to give CIOs and insurance executives a high-level holistic view of outsourcing and ingredients for a successful engagement. It draws on years of practical experience, reviews of published articles, and conversations with insurance carrier executives.CONTENTSIntroduction…2Understanding the Terminology…3Governance, Risk Mitigation, and Contract …5Is Outsourcing Right for You?…6Conclusions and Checklist for Success…7About Novarica…8

Research Report: Best Practices In Agile IT StaffingAuthor: Martina Conlon, Steven Kaye and Kimberly Markel Pages: 11Published: October 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:In today’s competitive environment, IT organizations are charged with the challenge of delivering faster, delivering more and reducing or maintaining cost. Demand for IT resources peaks and wanes while many IT departments maintain steady staffing levels. As IT departments attempt to transform to more agile and nimble organizations, they are employing sourcing and organization approaches to better align supply and demand. This report provides an overview of the outsourcing and organizations approaches in play with US carriers in today’s market. This report is based on Novarica research, experience and round table discussions and interviews with members of the Novarica Insurance Research Council conducted in 2010.CONTENTSIntroduction…2Outsourcing…3Organizational Approaches…5Conclusions …8About Novarica…10

Research Report: Business and Technology Trends: Individual Annuity InsurersAuthor: Chad Hersh and Steven Kaye Pages: 18 Published: October 2010 Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report. Report Summary: Individual annuity carriers are focusing on product innovation, reducing operational costs, better management of risk, and improved business intelligence. This is in response to a heavily changing carrier marketplace and unpredictable market equity performance. Top initiatives for individual annuity carriers include improvements to policy administration systems as well improvements to agent portal functionality, business intelligence, and risk management systems. This report provides an overview of individual annuity carriers’ business and technology issues, data about the marketplace, and more than 35 examples of recent technology investments by individual annuity insurers. CONTENTS Introduction…2 Market Overview…2 Insurer Landscape…3 Top Core Application Issues…5 Front End…7 Core Systems…9 Documents…11 Business Intelligence…12 CRM…13 Specialized Components…14 Other Technology Priorities…15 Individual Annuities: Top 10 Technology Priorities…17 About Novarica…18

Novarica Brief: Data Retention Guidelines For InsurersAuthors:Karlyn Carnahan & Steven KayePages: 4Published: October 2010Price: $500Download previewClick here to purchase this individual report. Click here to purchase this report.Report Summary: Data retention policies are a key consideration for insurers, particularly given the growth in regulations, social media and social networking services, and increased awareness of data breaches and privacy issues.Companies must carefully craft these policies and, in concert with IT, legal, compliance, HR, and internal records management/information management units, document and update policies and ensure compliance, including training staff. A number of organizations provide guidelines and other tools for this purpose.ContentsSummary…1Introduction…1Overview…2Resources…3Conclusion…3AboutNovarica…4

Research Report: Business and Technology Trends: Commercial Lines InsurersAuthor: Karlyn Carnahan & Steven KayePages: 19Published: September 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: With a continuing soft market, and very competitive conditions creating profitability pressures, commercial carriers are focusing on expense reduction, growth strategies, and improving underwriting results. Top initiatives for commercial carriers include business intelligence, policy admin systems replacement, claims systems replacement, and portal functionality for both agents and insureds.This report provides an overview of commercial carriers business and technology issues, data about the marketplace, and over 30 examples of recent technology investments by commercial insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…4Top Core Application Issues…5Front End…7Core Systems…10Documents&hellip…14Business Intelligence…14Specialized Components…17Top 5 Technology Priorities…18About Novarica…19

Research Report: US Insurers IT Benchmarks: IT Supply and DemandAuthor: Matthew JosefowiczPages: 13Published: September 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:External benchmarking data is an important tool for insurer CIOs in both self-assessment and communication with senior business management. Benchmark data can provide critical support for spending and budgeting decisions, and can highlight potential areas of concern that may not be noticeable without external reference points.This report presents an analysis of responses to the Novarica Insurance Technology Research Council’s Quick Benchmarking Poll, which takes a “Supply and Demand” approach to IT rather than focusing exclusively on spending levels. The Supply and Demand approach contextualizes spending levels (Supply) against company size, new project volume, and current state of the organization, technology infrastructure, and product volume and complexity (Demand).It is important that benchmarking data be presented and understood within the context of the variation between peer circumstances and business needs. No insurance company ever became more successful than its peers by spending less than them on information technology. The path to competitive advantage lies in spending appropriately to create and support necessary business capabilities.CONTENTSIntroduction…2Total Budgets…5Budget Breakdowns…6Maintenance and New Projects…8IT Staffing…9Breakfixes and Programming Requests…10Enterprise Applications…11Concluding Thoughts and Summary of Key Questions…12About Novarica…13

Novarica ACE Ranking™ CSC Agency Link 2010Pages: 4Published: September 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: CSC is a publicly traded company headquartered in Falls Church, VA, with US$16.2 billion in revenue. Agency Link was released in 1998, and last re-architected in 2008. CSC’s Agency Link is a browser-based solution which allows agents to access administration systems’ back-office functions and to generate real-time policy declarations. The solution is live at clients in all 50 states supporting personal lines and workers’ compensation, with clients in several states supporting commercial and specialty lines of business. The solution has 47 clients currently in production, almost all midsize to small property/casualty insurers. Publicly announced clients include Accident Fund, Companion P&C Group, Florida Peninsula, Lititz Mutual, State Auto Insurance, Sunshine State Insurance, and Utica First Insurance Company. The solution was profiled in Novarica Market Navigator™ US Property / Casualty Agent Portals 2010 (Q3) published in September 2010.References for this Novarica ACE Ranking included: Director of operations at a midsize P/C insurer, which has been using the solution for 2 years for sales and underwriting.IT/Services Manager at a midsize P/C insurer, which has been using the solution for 6 years for service, underwriting, claims, and back office. AVP - Business Systems Analysis and Property Lines Support at a midsize P/C insurer, which has been using the solution for 2 years for agency personnel. Application manager at a midsize L/H insurer, which has been using the solution for 5 years for operations. Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report: Typical Internal Processes for ISO CircularsAuthor: Karlyn CarnahanPages: 13Published: September 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Maintaining rates, rules, and forms is a complex and labor intensive process within an insurance carrier. While the information provided by ISO (Insurance Services Organization) is extremely valuable to carriers, the typical process used within insurance companies is manual, involves a large number of functional areas, and is generally inefficient.This report describes the typical processes used by carriers to handle ISO updates inside their organizations, highlights some of the specific challenges carriers face, and describes some of the solutions offered by policy administration vendors. Information was gathered from interviews with carriers, discussions with vendors, and Novarica principals’ own experience.CONTENTSIntroduction…2Background…3Typical Process…4Challenges…8Costs and Work Effort…10Available Options…10Conclusions…11About Novarica…12

Research Report: Buy vs. Build in Insurance Core SystemsAuthor: Chad Hersh & Kimberly MarkelPages: 9Published: September 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Buying has long since outpaced building as the approach of choice for most insurers. This trend shows no signs of reversing, as even purveyors of custom development have begun to sell and/or implement packaged software to augment waning services business.It is becoming increasingly difficult to justify building as more and more packaged solutions become available to buy while existing ones grow better every year.CONTENTSIntroduction…2What's Still Being Built and Why…2Building Versus Buying…4Trends in Building and Buying…5What's Next…8About Novarica…9

Novarica ACE Silver Ranking™ EMC Doc Sci xPression2010Pages: 4Published: September 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: EMC Document Sciences is a business unit of EMC Corporation (NYSE: EMC), whichalso owns several other content and document solutions including Documentum andCaptiva. The Document Sciences unit is based in Carlsbad, CA and employs 560 staff.xPression is an enterprise document creation suite that is used for both high-volumecustomized customer communications and individual correspondence, as well as theproduction of policy documents and billing statements and other documents.It is currently live at over 100 insurance clients, roughly evenly split between life/annuity,health, and P/C. Current clients include AIG, Blue Cross Blue Shield, Chubb, theHartford, Liberty Mutual, and Principal Financial. xPression was profiled in NovaricaMarket Navigator™: US Insurance Document Creation Systems 2008(Q3).References for this Novarica ACE Ranking included: Solution architect / technical lead at a large multiline insurer, which has been using the solution for 4.5 years for ITS, customer service, claims, and financial services.Senior Director at a large L/H insurer, which has been using the solution for 2 yearsfor distribution. Director at a midsize P/C insurer, which has been using the solution for .3 years for underwriting, back office, and policy production. Application manager at a midsize L/H insurer, which has been using the solution for 5 years for operations. Chief Operating Officer at a general agency, which has been using the solution for 4 years for point of sale and back office.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report: Business and Technology Trends - Specialty Line InsurersAuthor: Karlyn Carnahan & Steven KayePages: 16Published: August 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Given current market conditions, many specialty insurers are focusing on growth strategies, organization-wide expense reduction and improving operational effectiveness.Top initiatives for specialty carriers include policy admin systems replacement, business intelligence, claims systems replacement and agent portal functionality.This report provides an overview of specialty carriers business and technology issues, data about the marketplace, and over 30 examples of recent technology investments by specialty insurers.CONTENTSIntroduction…2Market Overview…2Insurer Landscape…3Top Core Application Issues…4Front End…6Core Systems…8Documents&hellip…11Business Intelligence…12CRM…13Specialized Components…14Top 5 Technology Priorities…15About Novarica…16

Research Report:US Insurers and Agile DevelopmentAuthor: Matthew Josefowicz, Chad Hersh & Steven KayePages: 15Published: June 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Large insurers are typically willing to consider use of agile development software methodologies for new application development or maintenance and enhancement of homegrown applications, but a sizable number are not considering it at all. Midsize insurers are more open to agile development generally but are still trying to determine its appropriate role.While it offers significant advantages in terms of business/IT alignment and user enthusiasm and acceptance, it also entails retraining IT (and the business) in vocabulary and the acceptability of rework, changes to project (and program) management, and reorganization of governance processes.This report is based on a survey of 64 insurer CIOs and senior executives, conducted in May 2010. It includes 6 figures and 1 table outlining insurers’ use of agile development and attitudes toward the methodology.CONTENTSIntroduction…2Where Agile Is Used …4New Application Development …6Maintaining/Enhancing Homegrown Apps …8Implementing Vended Applications…9Maintaining/Enhancing Vended Apps…10Attitudes and Appeal…11Conclusions…14About Novarica…15

SSP Worldwide: Sirius for Insurance 2010Pages: 4Published: May 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report. Report Summary: SSP Ltd. (SSP) is a privately held company headquartered in the UK with US headquarters in Denver, CO. Sirius for Insurance (S4i), SSP's policy administration system, was launched in 2003 and it has been continuously evolved but not re-architected to date.  Four North American commercial lines insurers are live on the solution, all with under US$1 billion in NWP. Publicly announced clients include ADIC Insurance (Nigeria), Calliden (Australia), Island Heritage (Cayman Islands), PLICO (US), Progressive (in Australia), United India Insurance (India) and Valiant Insurance Group (US). The solution was profiled in Novarica Market Navigator™ US Property/Casualty Policy Administration Systems 2010 (Q2), published in May 2010. References for this Novarica ACE Ranking included: Group CIO at a small P/C insurer, which has been using the solution for 5 years for underwriting, claims, finance, and back office functions.Systems Analyst, at a small property/casualty insurer, which has been using the solution for 6 years for underwriting, claims, and back office functions.IT Group Executive at a midsize property/casualty insurer, which has been using the solution for 6 years for underwriting.Director of Product Management at a midsize reinsurer, which has been using the solution for 8 months for underwriting, claims, accounts, and distribution channels.Business Systems Management at a midsize property/casualty insurer, which has been using the solution for 1.5 years for underwriting, claims, and credit control.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts. CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3 Technology…3 Overall Customer Satisfaction…4 Additional Client Comments…4 About Novarica…4

Research Report:Business and Technology Trends for 2010: Workers' CompensationAuthor: Karlyn Carnahan & Steven KayePages: 18Published: April 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Competitive and regulatory pressuresin workers compensation fuel a drive for data and efficiency. Top initiatives for WC carriersinclude core claims systems replacement, business intelligence – especiallypredictive analytics, portal functionality to provide self service capabilitiesboth to agents and policyholders, policy administration system replacements, anddocument management upgrades. Thisreport provides an overview of workers comp business and technology issues,data about the marketplace, and over 20 examples of recent technologyinvestments by workers comp insurers. CONTENTSIntroduction…2Market Overview…2Insurer Landscape…5Top Core Application Issues…6Front-End…8Core Systems…9Documents…13Business Intelligence…14Specialized Components…15Top 5 Technology Priorities…17AboutNovarica…18

Research Report:US Insurers IT Budgets and Projects for 2010 and 2011 Author: Matthew JosefowiczPages: 13Published: May 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurer IT budgetscontinue to hold, with additional modest increases projected for next year. Insurers continue to focus their IT spendingon delivering badly needed business capabilities to support growth and reduceoverall operating expenses, but highest priority areas vary widely by size andsector of company.Highest priority initiatives continue to bepolicy administration and business intelligence, with claims and agent portalsalso important in some sectors.This report is based on a survey of 80insurer CIOs and senior executives, conducted during April 2010. It includes 10figures and two tables outlining top priorities by functional technology areafor 2010 and 2011. CONTENTSIntroduction…2Budgets for 2010 and2011…3Business Drivers …4Key BusinessCapabilities…6Top Projects for2010…8Top Projects for2011…10Conclusions…12About Novarica…13

Research Report:US L/H/A Policy Administration Projects: Averages and Metrics Author: Matthew Josefowicz & Chad HershPages: 14Published: April 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Corepolicy administration replacement is one of the highest priority projects amongL/H/A insurers in the US.Nearly every one of those insurers has the same questions: How does our projectcompare to those of our peers? Are we spending too much? What results can we expectto gain? What has been the experience of others who’ve taken this step? Thisreport, based on a survey of 8 L/H/A insurers who’ve completed policyadministration systems projects over the last 10 years, is designed to provide partialanswers to these questions. The report includes over 15 charts and tablesoutlining average resource utilization, costs, timeframes, and project impacts,as well as discussions of major challenges faced and overcome. CONTENTSIntroduction…2KeyFindings and Recommendations…3Aboutthe Sample…4Linesand State…5Components…6Time…7Resources…8Costs…10Impact…11Challenges..13                                      AboutNovarica…14

Research Report:Planning for Straight-Through Processing in AnnuitiesAuthors: Chad HershPages: 9Published: April 2010Price: $1500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary:Straight-Through Processing(STP) continues to be embraced by major insurance carriers. Cited as some of theprimary reasons: improved efficiencies that come with electronic submission, areduction in not in good order rates (NIGO), and improved relationships with 3rdparty distribution resulting from cooperation on STP initiatives. While STPremains a priority, usage of STP has been modest over the past 3 years. This report is designed to give Life and Annuity operationsexecutives and staff a high-level holistic view of STP and prospects for thefuture. It drawson years of practical experience, reviews of published articles, andconversations with insurance carrier executives.ContentsIntroduction…2Carrier Observations of STP...3Challenges Related to Greater Adoption…5Through the Lens of Ops & Technology...6 Successes to Build On…7Conclusions and Checklist for Success…8About Novarica…9

Research Report:US P/C Policy Administration Projects: Averages and Metrics Author: Matthew Josefowicz & Chad HershPages: 14Published: April 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Corepolicy administration replacement is one of the highest priority projects amongP/C insurers in the US.Nearly every one of those insurers has the same questions: How does our project(or potential project) compare to those of our peers? Are we spending too much?What results can we expect to gain? What has been the experience of otherswho’ve taken this step? This report,based on a survey of 26 P/C insurers who’ve completed policy administrationsystems projects over the last 10 years, is designed to provide answers tothese questions. The report includes over 15 charts and tables outlining projectimpacts, average resource utilization, costs, and timeframes, as well asdiscussions of major challenges faced and overcome. CONTENTSIntroduction…2KeyFindings and Recommendations…3Aboutthe Sample…4Linesand State…6Componentsand Functions…7Time…8Resources…9Costs…11Impact…12Challenges…13About Novarica…14

Research Report:Agent Portal Best Practices for P/C InsurersAuthors: Martina Conlon & Lis MagudaPages: 10Published: April 2010Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report. Report Summary:Novarica research has shown that agent portal projects areone of the top priorities for Property & Casualty insurers for 2010. Agentportals are a relatively mature technology and areused by most P&C insurers as one of their primary channels forcommunication with their distributors. Thisreport provides recommendations on the functionality to provide to agents, thebest practices when planning and building agent portals, and items to considerwhen designing the post-implementation support plan. CONTENTSIntroduction…2Agent Portals in the P&C Market…3Best Practices: Functionality…5Best Practices: Implementation andSupport…7State of the Technology…8Conclusions…9About Novarica …10

CSC POINT IN 2010Gold Ranking based on 10 ResponsesPages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CSC is a publicly traded company with over US$17 billion inannual revenue, headquartered in FallsChurch, VA. The POINT IN policy administrationsolution was launched in 1986 and rearchitected in 2008. There are over 110live clients.References for this Novarica ACE Ranking included:Senior VP of IT at a small US property/casualty insurer, which has been using the solution for 12 years for all functions.CIO at a small US property/casualty insurer, which has been using the solution for 10 years for all functions.Manager, Mutual Systems at a midsize US property/casualty insurer, which has been using the solution for 13 years for all functions.Director of Business Services at a midsize US property/casualty insurer, which has been using the solution for 12 years for all functions.Commercial Ag VP at a large US property/casualty insurer, which has been using the solution for 4 years for back office administration.VP at a midsize US property/casualty insurer, which has been using the solution for 6 years for back office administration.EVP at a small US property/casualty insurer, which has been using the solution for 11 years for all functions.CIO at a midsize US property/casualty insurer, which has been using the solution for 14 years for underwriting, billing, and claims administration.CIO at a midsize US property/casualty insurer, which has been using the solution for 12 years for underwriting and accounting.VP at a small US property/casualty insurer, which has been using the solution for 2 years for underwriting, claims, billing, cancellation, and policy issuance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Innovation Group Insurer Claims 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: Innovation Group is a publicly traded company headquartered in the UK. The companyreported over US$250 million in annual revenue in 2009, 80% of which is insurance related.Insurer Claims was first released in 2001. The latest version, Insurer Claims 6.2,was released in April 2010. A total of 24 production implementations are using eithercurrent or earlier versions of Insurer Claims for both major personal and commerciallines. Two implementations are via a SaaS/BPO implementation supporting 104 insurers.An additional BPO/SaaS implementation is in progress supporting over 60 insurers aswell as two other company-specific implementations. Publicly announced clients includeAvis Budget Group, JM Family, Hertz Claims Management, Bingle, WCSI, Aviva Canada,and Safe Auto.References for this Novarica ACE Ranking included:Claims Technology Manager at a midsize US property/casualty insurer, which has been using the solution for 1 year for claims.VP, PMOat a midsize US property/casualty insurer, which has been using the solution for 1.5 years for claims.Director, Claims Operations at a midsize US property/casualty insurer, which has been using the solution for 1 year for claims.Sr Business Analyst at a large US property/casualty insurer, which has been using the solution for 5 years for claims.Director of Risk & Claims Management at a US TPA, which has been using the solution for 1.5 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Ebix EbixAdvantage 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:EbixAdvantage, formerly known as Infinity, is a policy andclaims administration solution for property/casualty insurers from Ebix, Inc.,a publicly traded software company headquartered in Atlanta, GA.Infinity was last rearchitected in 2008 and includes all functionalitysurveyed by Novarica except product development, underwriter workbenches, andstate filings. Ebix is re-branding this product from Infinity to the EbixAdvantageplatform. Seventeen North American carriers are live on the solution, including5 personal lines insurers and 12 commercial lines insurers. One MGA is live onthe system. The solution is profiled in NovaricaMarket Navigator™: US Property/Casualty Policy Administration Systems 2009 (Q3) published in July 2009.References for this Novarica ACE Ranking included:Senior Business Analyst at a small US property/casualty insurer, which has been using the solution for 11 years for underwriting and claims.Manager at a midsize US property/casualty insurer, which has been using the solution for 9 years for underwriting.VP, MIS at a small US property/casualty insurer, which has been using the solution for 4 years for sales, underwriting, claims, and risk management.VP of IT at a small US property/casualty insurer, which has been using the solution for 9 years for underwriting, claims, and document management.CIO at a small US property/casualty insurer, which has been using the solution for 15 years for underwriting and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Cover-All My Insurance Center 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:My Insurance Center is a web-based policy administration suitefrom Cover-All Technologies, Inc., a publicly traded software companyheadquartered in Fairfield,NJ. My Insurance Centeris designed to support all majorcommercial lines, including ISO commercial lines, workers’ compensation, andvarious proprietary commercial custom lines. 22 NorthAmerican commercial lines carriers are live on My Insurance Center, including 2with over US$1 billion in NWP and 12 commercial lines MGAs. 95% are using thelatest version of the system. A full profile of this solution is included in Novarica Market Navigator™: USProperty/Casualty Policy Administration Systems 2009 (Q3).References for this Novarica ACE Ranking included:Product Line Manager at a large US property/casualty insurer, which has been using the solution for 1 year for underwriting.Chief Underwriting Officer at a large US property/casualtyinsurer, which has been using the solution for 9 years for underwriting and MGA users.CIO at a midsize US property/casualty insurer, which has been using the solution for 15 years for rating, policy issuance, endorsement, and renewal.IT Administrator at a small US property/casualty insurer, which has been using the solution for 5 years for commercial lines.VP at a midsize US property/casualty insurer, which has been using the solution for 1.5 years for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Guidewire ClaimCenter 2010Gold Ranking based on 10 ResponsesPages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ClaimCenter is a comprehensive claims management solutionfrom Guidewire Software, a privately held software company headquartered in San Mateo, CA. ClaimCenter is currently live and installed at 40 US and 3 Canadian P/C insurers. References for this Novarica ACE Ranking included:VP Development at a largeCanadian property/casualty insurer, which has been using the solution for 2 years for claims, agency, and back office.Senior VP and CIO at a midsizeUS property/casualty insurer, which has been using the solution for 4 months for claims, managed care, and back office administration.CIO at amidsize US property/casualty insurer, which has been using the solution for 1 year for claims and customer service.Senior AVP at a large US property/casualty insurer, which has been using the solution for 2 years for claims administration.Senior VP/CIO at a midsize US property/casualty insurer, which has been using the solution for 6 months for claims administration.CIO/SVP at a midsize US property/casualty insurer, which has been using the solution for 6 months for claims and underwriting.VP Development at a midsize Canadian property/casualty insurer, which has been using the solution for 1 year for claims processing and underwriting.CIO at a midsize US property/casualty insurer, which has been using the solution for 3 years for claims administration.AVP at a large US property/casualty insurer, which has been using the solution for 1.5 years for claims, underwriting, and legal administration.VP/CIO at a midsize US property/casualty insurer, which has been using the solution for 2 years for claims administration.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Ten Essential Elements for Insurer CIOsAuthor: Chad HershPages: 9Published: April 2010Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report.Report Summary:The role of the Insurer CIOis quite complex, requiring close attention to a very broad range ofresponsibilities. Certainly, evolving the technology, delivering strategic initiatives,and controlling IT costs are crucial. But as a vital company executive, it isequally important for the CIO to contribute to business decision making,innovation, and business strategy discussions. Balancing all ofthese responsibilities is the overall theme of this report. While the CIO isprimarily accountable for technology oversight, they must always remember thatthey are business executives and need to actively contribute to theorganization’s business strategy. Thisreport draws on years of practical experience, conversations with other Insurer/DivisionalCIOs, and published success stories. CONTENTSIntroduction…2The Essential Elements…3Conclusions…8About Novarica …9

Innovation Group Auto Physical Damage Management 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Innovation Group plc is a publiclytraded UK-based provider of Business Process Outsourcing (BPO), software, andsystems integration solutions, primarily to the property & casualty insuranceindustry. BPO offerings include auto physical damage management, claim andpolicy administration, and First Notice of Loss (FNOL) reporting. The companywas founded in 1997 and as of September 2009 had worldwide revenues of £155.9million and 2,300 employees. The Innovation Auto team offers Auto PhysicalDamage Management services to property & casualty carriers, TPAs, and fleetproviders. These services include desk reviews, glass claims administration,heavy duty equipment claim services, a managed repair network, out-of-networkmanaged repair and appraisal services, managed IA, salvage management, subrogation,and total loss management. Publicly announced North American customers (for allservices and solutions) include AAA Mid-Atlantic, Ameriprise, Leaseplan USA,Main Street Insurance, and the State Compensation Insurance Fund of California.The company has over 200 customers.References for this Novarica ACE Ranking included:VP Risk Management at a US fleet manager, which has been using the solution for nearly 5 years for claims.Director Claims Operations at a midsize USproperty/casualty insurer, which has been using the solution for 1 year for claims.Manager at a large US property/casualty insurer, which has been using the solution for 1 month for claims.Business Center Directorat a midsize US property/casualty insurer, which has been using the solution for 1 year for claims.Directorat a large US property/casualty insurer, which has been using the solution for 1.5 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

ATSC Service 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ATSCis a McLean, VA-based publicly traded provider of operations and technologyconsulting services to the USgovernment, property & casualty and life & health insurance and other industries,founded in 1978. Areas of focus include business and IT consulting, customizedand prepackaged training, information sharing systems, IT infrastructure &outsourcing, software & systems development, systems integration. Publicly announcedclients include AIG, Arbella, Colorado Farm Bureau, Farmers Alliance Mutual, FCCIInsurance Group, Island Insurance, Lexington Insurance Company, Minnesota FAIRPlan, and Stonetrust Commercial Insurance Company.References for this Novarica ACE Ranking included:EVP at a midsize US property/casualty insurer, which has been using the solution for 7 years for underwriting and policy administration.Systems Development Manager at a small US life/health insurer, which has been using the solution for 10 years for billing, underwriting, and claims.Executive Director at a small US property/casualty insurer, which has been using the solution for 2 years for policy processing and overall operations.Manager, Information Systems & Support at a small US property/casualty insurer, which has been using the solution for 5 years for policy, claims, underwriting, and direct bill.IT Director at a small US property/casualty insurer, which has been using the solution for 9 months for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

iPipeline Illustration Suite 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:iPipeline is a privately heldcompany based in Exton, PA . It acquired COSS DevelopmentCorporation in 2008 and sells the iPipeline Illustration Suite based on COSS’earlier products. COSS Enterprise Suite, an earlier version of the solution,was profiled in Novarica MarketNavigator™: US Life/Annuities Illustrations Systems 2008 (Q2) published in May2008.References for this Novarica ACE Ranking included:CIO Operations / SVP at a small US life/health insurer, which has been using the solution for 1.5 years for sales divisions, new business, customer service, and model office functions.Life Products Manager at a midsize US life/health insurer, which has been using the solution for 8 years for home office life services, agents, and field force.VP at a large US life/health insurer, which has been using the solution for 4 years for sales distribution and home office.AVP Sales Development at a midsize US life/health insurer, which has been using the solution for 12 years for IMO and PPGA distribution channels.IT Program Manager at a midsize US life/health insurer, which has been using the solution for 5 years for marketing and agents.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

StoneRiver PTE Financial 2010Gold Ranking based on 10 ResponsesPages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver,Inc.'s PTE Financial solutions are general ledger and accounts payablesolutions designed for insurance financial reporting. StoneRiver has PTEFinancial solutions in production at a wide range of life/annuity/health andproperty/casualty insurers across nearly all lines and product types.References for this Novarica ACE Ranking included:System and Control at a midsize US life/health insurer, which has been using the solution for 10 years for accounting and financial reporting.Manager, Accounting at a small US property/casualty insurer, which has been using the solution for 15 years for accounting.Senior Financial Analyst at a midsize US property/casualty insurer, which has been using the solution for 14 years for finance.Finance Manager at a small US property/casualty insurer, which has been using the solution for 10 years for finance.Sr Systems Application Specialist at a midsize US property/casualty insurer, which has been using the solution for 9 years for claims and finance.Financial Statements Supervisor at a small US property/casualty insurer, which has been using the solution for 10 years for accounting.Senior Accountant at a large US life/health insurer, which has been using the solution for 13 years.Staff Accountant at a midsize US property/casualty insurer, which has been using the solution for 10 years for accounting.Director, Accounting at a midsize US property/casualty insurer, which has been using the solution for 8 years for treasurer functions.Accounting Managerat a midsize US property/casualty insurer, which has been using the solution for 13 years for accounting and treasury functions.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Vertafore ImageRight 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ImageRightis an enterprise document management solution from ImageRight, Inc., a unit ofVertafore. It is in production at a wide range of life/annuity/health andproperty/casualty insurers across nearly all lines and product types at over400 insurers, with over half the client base comprising property/casualty insurersunder US$1 Bn in NWP, and another 25% made up of property/casualty MGAs.Current clients include Plymouth Rock, Massachusetts Property InsuranceUnderwriting Association, FCCI, Harleysville Mutual, AmComp, and Magna CartaCompanies.  The solution is profiled in Novarica Market Navigator™: US InsuranceDocument Management Solutions 2008 (Q3) published in August 2008.References for this Novarica ACE Ranking included:AVP - ITat a midsize US property/casualty insurer, which has been using the solution for 5 years for underwriting, claims, compliance, marketing, and accounting.VP, Information Technologies at a midsize US property/casualty insurer, which has been using the solution for 3 years for underwriting, claims, and back office functions.IT Manager at a midsize US property/casualty insurer, which has been using the solution for 7 years for underwriting, claims, IT, back office, and accounting.CIO at a midsize US property/casualty insurer, which has been using the solution for 5 years for claims and underwriting.CIO at a subsidiary of a large US property/casualty insurer, which has been using the solution for 3.5 years for underwriting, claims, and back office functions.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Hyland OnBase 2010Gold Ranking based on 10 ResponsesPages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:OnBase is an enterprisedocument management solution from Hyland Software, Inc. profiled in NovaricaMarket Navigator™: US Insurance Document Management Solutions 2008 (Q3), publishedin August 2008.References for this Novarica ACE Ranking included:Imaging and Cold/ERM Analyst at a midsize US life/health insurer, which has been using the solution for 3 years for claims, customer service, new business, underwriting, marketing, etc.Developer II at a large US life/health insurer, which has been using the solution for 2 years for document management.VP, Operations Services at a midsize US life/health insurer, which has been using the solution for 3 years for claims, licensing and contracting, customer service, new business, underwriting, commissions, and back office functions.Workflow Specialist at a small US life/health insurer, which has been using the solution for 7 years for new business, underwriting, customer service, and conservation.VP at a midsize US property/casualty insurer, which has been using the solution for 1.5 years for claims.Imaging Systems Administrator at a midsize US property/casualty insurer, which has been using the solution for 7 years for underwriting, claims, accounting, and human resources.Enterprise Services Manager at a midsize US property/casualty insurer, which has been using the solution for 6 months for records management, underwriting, claims, and sales.General Managerat a small US property/casualty insurer, which has been using the solution for 2 months for underwriting, claims, and administration.Senior Network Admin at a midsize US property/casualty insurer, which has been using the solution for 3.5 years for claims, underwriting, and accounting.Manager, Document Management Services at a midsize US property/casualty insurer, which has been using the solution for 3 years for document management.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

LIDP Administrator 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:LIDP is a privately held consulting company with 65employees and $34.3 million in sales, headquartered in Woodridge, IL.The Administrator policyadministration system can handle all traditional and non-traditional life,health, and annuity insurance products. Publicly named clients include FirstGuaranty Insurance Company, Integrity Life Insurance Company, Pekin LifeInsurance Company, and Thrivent Financial for Lutherans.References for this Novarica ACE Ranking included:Senior Programmer Analysis at a midsize US life/health insurer, which has been using the solution for more than 20 years for new business, policy administration, underwriting, claims, and reporting.Manager - Client Services and Interfaces at a large US life/health insurer, which has been using the solution for 16 years for new business, underwriting, distribution, and back office administration.Senior Application Engineer at a large US life/health insurer, which has been using the solution for 8 years for customer service and back office, front office, and side office administration.Software Development Consultant at a large US life/health insurer, which has been using the solution for 11 years for distribution/channel service.Programming Manager at a midsize US life/health insurer, which has been using the solution for 4 years for underwriting, accounting, and marketing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

MajescoMastek STG Billing 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:MajescoMastek is the US subsidiary of Mastek Inc., aglobal solutions provider based inIndia. The STG Billing system is sold asa stand-alone or as part of the STG Suite, which also includes policyadministration, distribution management, and claims. There are currently 16personal lines and 21 commercial lines insurers live on STG Billing, 5 of whichare over $1 billion in annual premium. MajescoMastek also notes that there are3 multi-line carriers with over $1 billion in annual premium, including AAAMid-Atlantic, currently implementing the system. There are also 7P&C MGAs live on this system. Live customers include FCCI, GMAC InsuranceCompany, Fairfax Group of Companies, Tokio Marine, Catholic Mutual, andBituminous Insurance (an ORGS company).The solution is profiled in Novarica Market Navigator™: USProperty/Casualty Billing Solutions 2010 (Q1) published in January 2010.References for this Novarica ACE Ranking included:MD Project Administration at a midsize US property/casualty insurer, which has been using the solution for 2 years for service.Director of MIS at a small US property/casualty insurer, which has been using the solution for over a year for invoicing.Lead Business Analyst at a small US property/casualty insurer, which has been using the solution for 1.5 years for IS.Controller & Assistant Treasurer at a midsize US property/casualty insurer, which has been using the solution for 2 years for premium receivable.SVP/CIO at a midsize US property/casualty insurer, which has been using the solution for 9 months for billing and accounts receivable.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

SunGard iWORKS ProCede Advantage 2010Gold Ranking based on 10 ResponsesPages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard isa privately held company headquartered in Wayne,Pennsylvania with over US$5billion in annual revenue and over 20,000 employees in more than 200 offices in30 countries. ProCede Advantage, part of its iWORKS Reinsurance Management solutionset, is a reinsurance administration solution offering support for both P&Cand reinsurance carriers.References for this Novarica ACE Ranking included:CIO at a midsize US reinsurer, which has been using the solution for 6 years for underwriting.Senior Business Analyst at a large US property/casualty insurer, which has been using the solution for 15 years for ceded reinsurance.Assistant VP at a midsize US reinsurer, which has been using the solution for 11 years for ceded reinsurance and back office functions.Senior Accountant at a small US property/casualty insurer, which has been using the solution for 6 months for finance, outwards reinsurance, and actuarial functions.AVP - Reinsurance at a large US property/casualty insurer, which has been using the solution for 6 years for accounting and claims.VP at a large US property/casualty insurer, which has been using the solution for 4 years for ceded reinsurance administration and accounting.Systems Analyst at a large US property/casualty insurer, which has been using the solution for 2 years for accounting, reinsurance processing, and actuarial functions.Senior Systems Analyst at a midsize US property/casualty insurer, which has been using the solution for 3 years for back office accounting.Sr Programmer at a midsize US property/casualty insurer, which has been using the solution for 1.5 years for reinsurance accounting and IT.CIO at a large US property/casualty insurer, which has been using the solution for less than a year for ceded reinsurance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

iPartners Insurance Scorecard 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:iPartnersLLC is a privately held company based in Alpharetta,GA, with 15 employees andunder US$5M in revenue. The company created an SaaS business intelligenceplatform, Insurance Scorecard, in 2002 and last rearchitected the solution in2007. The solution includes a property/casualty-specific data warehouse, ananalytics engine, and reporting capabilities, including dashboards. Insurance Scorecard is currently live at more than 25customers. The solution is also live at a property/casualty MGA and a largelife/annuities insurer. Publicly announced live clients include Allstate, ING,American Safety Insurance, Mercer Insurance, Society Insurance, the RepublicGroup, and Ullico.  A profile of the solutionappeared Novarica Market Navigator™: US Insurance BusinessIntelligence Solutions (Q4), published inNovember 2008.References for this Novarica ACE Ranking included:Director of IS at a midsize US property/casualty insurer, which has been using the solution for 1 year forclaims, underwriting, and executive functions.Supervisor at a large US life/health insurer, which has been using the solution for 3 years for tax administration.Chief Operating Officer at a small US property/casualty insurer, which has been using the solution for 2 years for underwriting and claims control.Quality Assurance Analyst at a midsize US property/casualty insurer, which has been using the solution for 4 years for steering committee, claims, and underwriting.CIO at a small US property/casualty insurer, which has been using the solution for 3 years for sales, product management, claims, and executive functions.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Insuresoft Diamond 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insuresoft’s Diamond System is a policy administrationsystem for property/casualty insurers. Diamond was released in 1993 and rearchitected in 2007. The solution includes the full suite of functionalitysurveyed by Novarica. There are 22 property/casualty insurers in production in North America (all but one under US$1 billion in NWP) - 20personal lines carriers and two commercial lines carriers - and an MGA. Publicly announcedclients include Ag Workers Mutual Auto Insurance Company, Buckeye InsuranceGroup, Cincinnati Equitable Insurance Company, Federated Insurance, GrangeInsurance Group, Nevada General Insurance Company, Northern Mutual InsuranceCompany, Safeway Property Insurance Company, Southern Mutual Insurance Company,and Unique Insurance. The solution is profiled in Novarica Market Navigator™ US Property/Casualty Policy AdministrationSystems 2009 (Q3) published in July 2009. References for this Novarica ACE Ranking included:Assistant VPat a small US property/casualty insurer, which has been using the solution for 11 years for underwriting, claims, and billing.VP - Information Technology at a small US property/casualty insurer, which has been using the solution for 6 years for claims, underwriting, direct to customer, and agent channel.CIO, VP of Technical Operations at a small US property/casualty insurer, which has been using the solution for 10 years for claims, underwriting, billing, document management, and printing functions.President at a small US property/casualty insurer, which has been using the solution for 4 months for claims, point of sale, and underwriting.Application Consultant at a small US property/casualty insurer, which has been using the solution for 10 years for underwriting, claims, and premium accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

SunGard iWORKS Investment Accounting System (IAS) 2010Gold Ranking based on 10 ResponsesPages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems’ iWORKS Investment Accounting System (IAS) is investment accounting software designed for financial services companies. Publicly announced clients include Kaiser Permanente and Texas Farm Bureau Insurance Companies.References for this Novarica ACE Ranking included:Sr Financial Analystat a midsize US property/casualty insurer, which has been using the solution for 1 year for finance and administration.Financial Systems Manager at a midsize US property/casualty insurer, which has been using the solution for 2 years.Controller at a small US multiline insurer, which has been using the solution for 8 months for accounting.Accounting Supervisor at a midsize US property/casualty insurer, which has been using the solution for 6 years for accounting, financial management, and reporting.Accounting Manager at a midsize US property/casualty insurer, which has been using the solution for 1.5 years for accounting.Accounting Manager at a small US property/casualty insurer, which has been using the solution for 1 year for accounting.Accounting Manager at a midsize US life/health insurer, which has been using the solution for 8 years for accounting and investments.Admin Cash Management at aUS life/health insurer, which has been using the solution for 10 years for investments.Cash Management and Investments Supervisor at a midsize US property/casualty insurer, which has been using the solution for 6 years for accounting.VP Finance at a small US property/casualty insurer, which has been using the solution for 2 years for investments.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

LexisNexis Policy Decisions Commercial (2010)Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: LexisNexis Policy Decisions Commercial is a web-based policy administration solution forcommercial lines carriers from LexisNexis Insurance Software Solutions (formerlyInsurity). Policy Decisions Commercial is designed to support all major commercial linesand various proprietary commercial custom lines. LexisNexis reports that there are 66North American commercial lines insurers currently in production with the solution, 10 ofthem with more than US$1 billion in NWP. In addition, 6 MGAs and 5 P&C reinsurers areusing the solution, as well as a primarily personal lines carrier with less than US$1 billionin NWP. The solution is profiled in Novarica Market Navigator™: US Property/CasualtyPolicy Administration Systems 2009 (Q3) published in July 2009.References for this Novarica ACE Ranking included:CIO at a midsize P/C insurer, which has been using the solution for 5 years for underwriting.SVP of Legal and Admin at a small P/C insurer, which has been using the solution for 3 years for underwriting, claims, accounting, and billing.SVP and CIO at a midsize P/C insurer, which has been using the solution for 1.5 years for underwriting.SVP, Business Operations at a small P/C insurer, which has been using the solution for 2.2 years for policy administration for program business in commercial insurance.Director Underwriting for Specific LOB at a large P/C insurer, which has been using the solution for .8 years for underwriting and field sales.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

SunGard iWORKS Enterprise Accounting System (EAS) 2010Pages: 4Published: April 2010Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: SunGard Data Systems’ iWORKS Enterprise Accounting System (EAS) is financial accounting and reporting software designed for the insurance industry. Publicly announced clients include American Community Mutual Insurance Company and Folksamerica Reinsurance.References for this Novarica ACE Ranking included:IS Project Manager at a midsize US life/health insurer, which has been using the solution for 3 years for finance, claims, and administrative reporting. Assistant Accounting Manager at a midsize US property/casualty insurer, which has been using the solution for 3 years in their accounting department. Senior Business Analyst at a midsize US property/casualty insurer, which has been using the solution for 5 years for finance. Corporate Controller and Treasurer at a midsize US property/casualty insurer, which has been using the solution for 1 year in their finance department. Senior Accountant at a midsize US property/casualty insurer, which has been using the solution for 7 years for financial reporting. Senior Systems Analyst at a midsize US property/casualty insurer, which has been using the solution for 3 years for accounting, including investments, accounts payable, and budgeting. Senior Accountant at a small US life/health insurer, which has been using the solution for 6 years for accounting. Controller at a midsize US property/casualty insurer, which has been using the solution for 7 years for accounting. Senior Accountant at a midsize US property/casualty insurer, which has been using the solution for 10 years for accounting and financial management. VP & Controller at a small US life/health insurer, which has been using the solution for 4 months for accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

CRM Solutions for Insurance 2010(Q1)Authors: Robert Ellis & Lis MagudaPages: 18Published: February 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overviewof several of the major CRM solutions available for US insurers. While hundredsof CRM solutions are available today, few of them offer the levels ofsophistication and integration that can help drive a firm’s retail success. Theinformation in this report was collected directly from the solution providersusing Novarica’s proprietary universal RFI, plus publicly available informationon their solutions. The report contains a brief profile of each vendor solutionlisted in the contents opposite. CONTENTSIntroduction..…2MarketOverview..…3Broadridge…5CDC Software…6Microsoft…7Navagate…8NexJ Systems…9Oracle…10Pegasystems…11Sage North America…12Salesforce.com…13SAP…14SAS…15Sword Group…16Conclusions…17About Novarica…18

Research Report:Best Practices in Social Media for InsurersAuthor: Karlyn CarnahanPages: 23Published: March 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Social media today is evolvingquickly, and while some insurers are realizing value today from it, others aretoo put off by the hype to take the steps they should be taking.This report describes the differenttypes of social media being used in the insurance industry today, outlines keygovernance and compliance issues to consider, and suggests some key metrics tomeasure the success of different initiatives. Thereport includes real-world examples of successful initiatives from US insurersacross different lines of business. CONTENTSIntroduction…2Web2.0 in a B2B World…3Usesof Social Media in Insurance…4Blogging…6Microblogging…8SocialNetworking…11OtherUser-Generated Content…13Preparingfor a Social Media Initiative…14Technology…19Metrics…20Conclusions…22AboutNovarica…23

Research Report:IT Outsourcing by US Insurers: Current State and Plans for the Future Author: Matthew JosefowiczPages: 14Published: February 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Whilelarge insurers are embracing ITO beyond project work and traditional ADM work,midsize insurers have much more limited experience. Most large insurers use atleast some ITO in every area except IT security, data center management, andbusiness analysts, and are poised to expand their use of ITO in wide range ofareas as well, with very few planning to reduce their use of ITO.Midsizeinsurers’ experience with ITO is concentrated primarily on project-based work,i.e., consulting, and they are more cautious about planned expansions. However,their motivations are different, with cost taking a back seat in many cases tothe ability to access to additional skilled resources and improve projectdelivery times and business agility.Thisreport is based on a survey of 81 insurer executives, conducted during February2010. CONTENTSIntroduction…2AverageSpending on     ExternalServices by Area…3LargeInsurers: Current Levels and Impact…5LargeInsurers:      Planned Changes and Goals…7MidsizeInsurers:      Current Levels and Impact…9Midsize Insurers:      Planned ChangesandGoals…11Conclusions…13AboutNovarica…14

Research Report:Life/Annuity Agent Portals: Current State and Key IssuesAuthor: Bob EllisPages: 18Published: February 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agent or advisor portals are an important technology solution for sales, servicing, and management; however, optimizing their impact is dependent on a variety of factors, including the business model of the insurance company, the distribution channels they use, and whether they utilize hubs or other intermediaries for data transfer and onboarding.By selecting the right capabilities, an insurance company can use agent portals to: Increase efficiency and productivityAttract and retain agents and advisorsManage regulatory and compliance issues This report provides an overview of key issues related to deploying and maximizing the benefits of agent and advisor portals, including lists of “must have” and “nice to have” key features. It is based on direct interviews with leading insurers, survey data, and other sources.CONTENTSIntroduction…2About Agent Portals …3Agent Portal Capabilities…5Business Drivers for Agent Portals…7Challenges in Deploying Agent Portals…11Roles of Hubs and Intermediaries…14Conclusions…17About Novarica…18

Novarica Insurance Technology Research Council Special Report:Insurance IT in 2010 Across the Core Systems Map Author: Matthew JosefowiczPages: 56Published: January 2010Price: $2,500An analysis of detailed interviews with over 90 US insurers from the Novarica Insurance Technology Research Council on budgets and plans for 2010 across the insurance application infrastructure.Download preview Click here to purchase this individual report. Click here to purchase this report. About This ReportThis report is designed to provide insurer CIOs with a broad picture of priorities, activities, and conditions across the industry related to key technology areas across the insurance application infrastructure. An earlier version of this report was presented and discussed at the January 2010 meetings of the Novarica Insurance Technology Research Council in NYC and Chicago (see pages 54 and 55 for more on the Council and its events).About the InterviewsBetween November 2009 and January 2010, Novarica’s team conducted 30 minute phone interviews with over 90 of the 150 members of the Novarica Insurance Technology Research Council. These interviews were guided by identifying activities and needs related to the areas described by the Novarica Insurance Core Systems Map (see page 8), and followed a conversational flow rather than a formal questionnaire.Of these 90-plus participants in these interviews, approximately half were midsize P/C companies (under $1 billion in premium), approximately a quarter were large P/C companies, and the remaining quarter were life/annuity companies. Each size/sector grouping was analyzed separately for this report. About the Contents and PresentationThe first section of this report presents results from a January online poll of 60 Research Council members regarding IT budgets levels for 2010, conducted in January of 2010.The second section follows the Novarica Insurance Core Systems Map (see page 8). For each area, the report presents:Results of our November 2009 online poll of 94 members of the Research Council, which shows the percentage of participants ranking each area in their top three priorities for 2010. This group of 94 has a majority but inexact overlap with the 90-plus interviews conducted.Common themes, uncommon examples (“outliers”) and illustrative quotes from the 90-plus interviews, with life/annuity discussions summarized in grey boxes on the left and property/casualty discussions summarized in blue boxes on the right. In each case, discussions with larger firms (over $1 billion in premium) are summarized in the top box and smaller firms (between approximately $100 million and $1 billion) in the bottom box. CONTENTSIntroduction…2Executive Summary…3IT Budgets…4Core Systems and Heat Maps…8Agent Portal…10Customer Portal...13Distribution Management...16CRM...19Policy Admin/Rating/UW...22Claims...26Billing...29Reinsurance...32Business Intelligence...35Document Creation/CCM...38Document Management/BPM...41Financials/GL...44Infrastructure & Security...47IT Governance...50Conclusions...52About Novarica...53About the Research Council...54Schedule of 2010 Council Events...55Novarica Bios and Contacts...56

US Property/Casualty Billing Solutions 2010(Q1)Authors:

Research Report:US Insurers IT Budgets: Average Levels and Capital SpendingAuthor: Matthew JosefowiczPages: 12Published: January 2010Price: $1,500Download previewClick here to purchase this report.Report Summary:AsQ1 rolls around, benchmarking IT spending jumps to the top of many insurers’lists of things to do. This report presents the results of a quick poll of 60 USinsurer members of the Novarica Insurance Technology Research Council ontopline spending levels, new project budget and activities, and importantly,the wide variation of resources devoted to capital expenses, which can skewapples-to-apples comparisons.CONTENTSIntroduction…2AveragePercentage ofPremium on IT by Size     and Sector …3New Projects Budget…4Capital Expendituresv. Operating     Expenses…7Conclusions…11About Novarica…12

Research Report:Best Practices in Social Networking for Wealth Management FirmsAuthor: Bob Ellis & Lis MagudaPages: 15Published: January 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Social networking is a technology and societal phenomenon sweeping the world, reminiscent of the Internet boom of the early 1990s. And just like with the Internet in those early days, wealth management firms are struggling to define their levels of participation with social networking. On one hand, they can't ignore the phenomenon; on the other, they can't invest substantial resources without knowing how they will make money from it. Plus, as always, the regulators are looking over their shoulders.This report seeks to define best practices for the use of social networking by wealth management firms. The issue is also complicated by the fact that non-traditional financial services firms, somewhat beyond the reach of current regulations, are defining new spaces in wealth management and social networking.Social networking in the business world continues to develop. Wealth management firms can take advantage of opportunities to participate in social networking to increase revenues and lower costs. This report lays out current best practices in a fluid and changing environment.CONTENTSIntroduction…2Benefits & Problems of Social Networking…3Social Networking for Businesses…4Social Networking in Wealth Management…7Online Brokerage & Social Networking…9Future Predictions...13Conclusions...14About Novarica...15

Research Report:BrightScope Changes the 401(k) Industry: Plan sponsors, advisors, and manufacturers need to preparefor a new 401(k) environmentAuthor: Bob EllisPages: 14Published: January 2010Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:It is rare when a new product orservice is developed that revolutionizes some aspect of the wealth managementindustry. Such is the case with BrightScope, a 401(k) rating and evaluationtool that will have major impact on all aspects of the 401(k) industry; plansponsors, manufacturers, third-party administrators, trustees, and advisors.BrightScopeprovides a level of visibility on the true costs and retirement benefits of 401(k)plans. This visibility coincides with new requirements on cost disclosure andenhanced accountability on plan sponsors and other fiduciaries. The result is awhole new era for the 401(k) industry; one that will have most 401(k) plans influx as far as costs and providers are concerned. CONTENTSIntroduction.....2Problems inthe 401(k) Market.....3BrightScope Impact on Plan Sponsors.....6BrightScope Impact on Advisors.....9BrightScope Impact on Plan Manufacturers...11Future Developments in 401(k) Plans...12Conclusions...13AboutNovarica...14

Research Report:US Insurers IT Budgets and Projects for 2010Author: Matthew JosefowiczPages: 12Published: December 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:As 2010 looms, midsize insurers are expecting small increases in IT spending, while large property/casualty insurers expect mostly to hold steady, and large life/annuity/health insurers are split, with some wounded firms trying to stay stead or cut, and others preparing to invest to support growth strategies. Overall, fewer than a third of insurers in any category are expecting to reduce IT spending in 2010.The most common top project for 2010 is policy administration, even for large life insurers, who have traditionally put off investments in this area, with business intelligence a close second. Agent portals, consumer portals, underwriter tools and workflow, and CRM are also being prioritized by some size/sector groups. The report contains tables of more than 30 different project areas and the percentages of participants who cite them as a top-three project for 2009 and 2010, as well as our new Novarica Insurance Core Systems Heat Maps for each size/sector group.This report is based on a survey of 94 insurer executives, conducted during late November 2009.CONTENTSIntroduction…2Budgetsfor 2009 and 2010…3Business Drivers for TechnologyPlanning…4TopProjects for 2009…6TopProjects for 2010…8Visual Heat Maps of 2010 Priorities…10Conclusions…11AboutNovarica…12

Research Report:Insurance Software M&A 2009(Q4) UpdateAuthor: Matthew Josefowicz & Chad HershPages: 8Published: November 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an update on the M&A in the insurance software sector, with an overview of the main participants, information about recent transactions, and predictions for future activity. With the market newly energized by a slew of transactions in Q3 and Q4, plus the naming of Ebix to Fortune's "Hot Stock" list, financial and strategic acquirers are coming off the bench they had stayed on during the worst of the recent meltdown and are thinking again about buying new capabilities and customers. Insurers should consider carefully the eventual fate of their ISV providers and plan for possible transitions.Companies discussed include: Accenture, CSC, CGI, Ebix, IBM, iPipeline, LexisNexis, Microsoft, Oracle, SAP, SunGard, Sword Group, SunGard, Tata, Vertafore, and others.CONTENTSIntroduction…2Market Overview…2The Players…3The Portfolio Players…4The Independent Software Vendors…5The Tech Giants…6The Financial Investors…6Implications for Insurers, Acquirers, and Targets…7Conclusions…8About Novarica…8

Research Report:Future Trends in Online BrokerageAuthor: Bob EllisPages: 27Published: November 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Studies suggest the majority of the mass market and massaffluent investing public will eventually move to a self-service environment tomanage their investments. Novarica's research has identified some major trendsin future online brokerage. Major trends noted in this report includeThe demographic trends affecting advisors, clients, and self-service continue unabated.Online brokerage firms continue to enhance their offerings through better products and investment tools, improved ease of use, and stronger customer support.New online brokerage technologies have resulted in improved investment recommendations, better financial planning, and superior client experiences.It is not enough for firms to identify online trends; the right products and technologies must be deployed and the firm must execute well. It is of dubious benefit to be a firm in a growing industry, with superior products and technology, if poor customer service undermines the client experience. CONTENTSIntroduction…2The Current State of Online Brokerage …3Value Proposition Trends…6Client Segment Trends…12Product & Services Trends…16Delivery Channel Trends…21Technology Trends…23Conclusions…26About Novarica…29

Insurance Technologies ForeSight 2009Author: Matthew JosefowiczPages: 4Published: October 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ForeSight is a standalone illustrations solution provided by Insurance Technologies LLC, a private company based in Colorado Springs, CO. The solution is profiled in Novarica Market Navigator™: US Life/Annuity Illustrations Systems 2008 (Q2), published in May 2008.References for this Novarica Gold ACE Ranking included:Senior Manager at a large US life/health insurer, which has been using the solution for 1.5 years for distribution/channel Manager, Annuity Software at a large US life/health insurer, which has been using the solution for 2.5 years for distribution, back office and sales support. VP Product Development at a large US life/health insurer, which has been using the solution for 2 years for sales support, field, marketing and product. Director at a midsize US life/health insurer, which has been using the solution for 3 years for all distribution channels, sales, service, actuarial and marketing. Director, Product Development Shared Services, at a large US life/health insurer, which has been using the solution for 7 years for annuity distribution. Director, VA & FA Illustrations at a large US life/health insurer, which has been using the solution for 8 years for distribution channels. Project Manager at a large US life/health insurer, which has been using the solution for 5 years for distribution. VP IT at a large US life/health insurer, which has been using the solution for 2 years for distribution and sales support. IT Director at a large US life/health insurer, which has been using the solution for less than a year for sales and agents in all channels. IT Manager at a large US life/health insurer, which has been using the solution for 10 years for distribution and new business. Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

SunGard iWORKS Enterprise Application System 2009Pages: 4Published: October 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard Data Systems is a privately-held company based in Wayne, PA. Enterprise Accounting System is financial accounting and reporting software designed for the insurance industry, part of SunGard's iWORKS offering. Publicly-announced clients include American Community Mutual Insurance Company and Folksamerica Reinsurance.References for this Novarica ACE Ranking included:Senior Accountant at a small US life/health insurer, which has been using the solution for 6 years for accounting.Controller at a small US property/casualty insurer, which has been using the solution for almost 7 years for accounting.Senior Accountant at a midsize US property/casualty insurer, which has been using the solution for 10 years for management and accounting.Accounting Manager at a midsize US life/health insurer, which has been using the solution for 1 year for accounting, investments, and reporting.VP & Controller at a small US life/health insurer, which has been using the solution for 11 years for accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…4Technology…4Overall Customer Satisfaction…4Additional Client Comments…5About Novarica…5

AgencyPort AgencyConnect 2009Pages: 4Published: October 2009Price: $500Download previewClick here to purchase this report.Report Summary:AgencyPort Insurance Services Inc. (AgencyPort) is a privately-held company based in Boston, MA. AgencyConnect provides infrastructure for agency interface transactions. The solution is profiled in Novarica Market Navigator™: US Agency Connectivity Solutions 2009 (Q1), published in January 2009.References for this Novarica Gold ACE Ranking included:VP IT at a large US property/casualty insurer, which has been using the solution for a year for Personal Insurance upload.Senior Business Analyst at a midsize US property/casualty insurer, which has been using the solution for 5 years for underwriting.VP IT at a midsize US property/casualty insurer, which has been using the solution for several months as an underwriting interface.Senior Manager at a midsize US property/casualty insurer, which has been using the solution for 4 years for new business submission.Director, Internal Operations at a midsize US property/casualty insurer, which has been using the solution for several months for underwriting.Underwriting Operations Manager at a midsize US property/casualty insurer, which has been using the solution for a year for underwriting.Web Development Manager at a large US property/casualty insurer, which has been using the solution for over a year for underwriting and new businessAVP Underwriting Services at a large US property/casualty insurer, which has been using the solution for over a year for underwriting.IT Division Manager at a midsize US property/casualty insurer, which has been using the solution for a year for underwriting, new policy issue, and inquiry.Marketing Technology Manager at a midsize US property/casualty insurer, which has been using the solution for a year for personal lines rating.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

iPipeline Illustration Suite 2009Pages: 4Published: October 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:iPipeline is a privately-held company based in Exton, PA. It acquired COSS Development Corporation in 2008 and sells the iPipeline Illustration Suite based on COSS' earlier products. COSS Enterprise Suite, an earlier version of the solution, was profiled in Novarica Market Navigator™: US Life/Annuity Illustrations Systems 2008 (Q2), published in May 2008.References for this Novarica ACE Ranking included:Product Manager at a midsize US life/health insurer, which has been using the solution for 1.8 years for distribution channel, sales, new business, customer service, and model office. Life Products Manager at a midsize US life/health insurer, which has been using the solution for 8 years for home office life services, agents, and field force. VP at a large US life/health insurer, which has been using the solution for 4 years for sales distribution and home office. AVP Sales Development at a midsize US life/health insurer, which has been using the solution for 12 years for IMO and PPGA distribution channels. IT Program Manager at a midsize US life/health insurer, which has been using the solution for 5 years for marketing and agents. Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Web 2.0 in Insurance 2009: Tempered Expectations, Increased Willingness to Experiment Author: Matthew Josefowicz & Steven KayePages: 15Published: October 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report compares results from the 2009 and 2008 surveys of the Novarica Insurance Technology Research Council, an exclusive group of insurer IT and business executives, to capture a snapshot of current practices and attitudes towards various Web 2.0 areas and how these have changed, with a focus on their application to key insurance areas like customer communication, distribution, underwriting, claims, and especially the general challenge of internal communication and knowledge management.As insurers gain more experience with Web 2.0, expectations have been tempered, but actual usage, especially of social networking, has increased.CONTENTSIntroduction…2What is Web 2.0?…3Web 2.0 in Insurance 2009…5Blogs and Wikis…6Social Networking…7User-Generated Content…8Mash-Ups…9Mini-blogging…10Instant Messaging…11AJAX…12Cloud Computing…13Use of Specific Web 2.0 Services…13Conclusions and Outlook for the Future…15

Research Report:Health Insurers and Data Management: Preparing for an Even More Digital FutureAuthor: Matthew Josefowicz & Ashley EvansPages: 12Published: September 2009Price: $1,500Download previewClick here to purchase this individual report. Click here to purchase this report.Report Summary:This report is based on a survey of 27 US health insurer business and IT staff members conducted in spring 2009. Respondents ranged across all lines of business and company sizes.Among the key findings of the survey:Health insurers' IT spending relative to company size, and the percentage of that spending allotted to data management initiatives, varies widely. Many health insurers consider their capabilities around business intelligence, data repositories and analytics excellent or adequate. Among those that don't, a significant number are investing in this area in 2009-2010.Initiatives around data governance are viewed as yielding lesser business value, and are accordingly receiving less of health insurers' wallet share.Respondent companies were underprepared for the use of personal health records.CONTENTSIntroduction…2Key Findings…3The Role of Data…4IT Budgets…5Data Capabilities…7Personal Health Records Maturity…11Concluding Thoughts…12About Novarica…12

Research Report:Doing More with Less in Wealth Management Information TechnologyAuthor: Bob EllisPages: 14Published: September 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Wealth management is an information technology-driven business. As wealth management firms come out of the "Great Recession," during which IT budgets were under considerable strain, IT departments are still being forced to do more with less.These competing objectives are not likely to diminish in the near future. As a result, IT groups need to be smarter about which projects get priority and where they focus their efforts as they seek to identify savings opportunities. New products and delivery channels will continue to be added to the mix, and few existing capabilities will be voluntarily relinquished.Best practices require that IT departments rebuild budgeting priorities based on getting resources in line with their firms' strategic objectives. Once that has occurred, by using benchmarks and financial analysis, IT groups can then allocate resources. Newer technologies and vendor management both offer opportunities for savings and, by being in alignment with the firms' objectives, these savings can create opportunities to do more in the areas supporting the firm's new ventures.CONTENTSCurrent State of Wealth Management IT…2Preparing to Identify IT Savings…4Technology Savings Solutions…7Vendor Savings Solutions…11Conclusions…13About Novarica…14

Research Report:Health Insurers and Data Management: Preparing for an Even More Digital FutureAuthor: Matthew Josefowicz & Ashley EvansPages: 12Published: September 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report is based on a survey of 27 US health insurer business and IT staff members conducted in spring 2009. Respondents ranged across all lines of business and company sizes.Among the key findings of the survey:Health insurers' IT spending relative to company size, and the percentage of that spending allotted to data management initiatives, varies widely. Many health insurers consider their capabilities around business intelligence, data repositories and analytics excellent or adequate. Among those that don't, a significant number are investing in this area in 2009-2010.Initiatives around data governance are viewed as yielding lesser business value, and are accordingly receiving less of health insurers' wallet share.Respondent companies were underprepared for the use of personal health records.CONTENTSIntroduction…2Key Findings…3The Role of Data…4IT Budgets…5Data Capabilities…7Personal Health Records Maturity…11Concluding Thoughts…12About Novarica…12

Research Report:Novarica Agent Survey 2009: Small Commercial Lines: How Technology and Service Drive Carrier ChoiceAuthor: Karlyn Carnahan & Tse Wei LimPages: 16Published: August 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report presents the results of an online survey conducted during April 2009 of 256 independent insurance agents who write small commercial business. It provides data on importance and satisfaction with carrier portals, integration with agency management systems, and usage of comparative raters.Convenience, relationship, responsiveness, and speed are the areas most likely to make a carrier the agents' top choice.Satisfaction with portals is directly correlated with carrier choice.Quick quote, full quote, and app submission are critical functions for portals.Portals are used more widely than AMS connectivity. Application upload, policy download, commission statement downloads, and policy quote are critical functions for AMS connectivity.CONTENTSIntroduction…2Key Findings…4Top Carriers…5Factors That Drive Carrier Choice…6Which E-Business Capabilities Really Matter…8Agent Portals…9Comparative Raters…12Agency Management System Integration…13Summary…15About Novarica…16

Research Report:US Insurers IT Budgets and Projects for 2009-2010Author: Matthew Josefowicz Pages: 12Published: Aug 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:2009 has turned out better than expected for property/casualty insurers, and worse than expected for life/annuity/health insurers when it comes to IT budgets.Looking forward to 2010, large P/C insurers are foreseeing mostly level or slightly higher budgets, while midsize P/C companies, which saw slightly greater increases for 2009, are slightly more conservative. Life/annuity/health budgets are split, with most preparing to increase spending in 2010, and others projecting continued cuts. Dealing with the economic crisis specifically had receded somewhat for most insurers, and the focus has returned to supporting growth strategies and operational efficiency.Top projects for the rest of 2009 and 2010 include policy administration, business intelligence, and claims. Agent portals, consumer portals, underwriter tools and workflow, and predictive analytics are also being prioritized by some size/sector groups. The report contains tables of more than 30 different project areas and the percentages of participants who cite them as a top-three project for 2009 and 2010.This report is based on a survey of 50 insurer executives, conducted during late July and early August 2009.CONTENTSIntroduction…2Budgets for 2009 and 2010…3Business Drivers for Technology Planning…4Top Projects for 2009…5Top Projects for 2010…9Postponed Projects…11Conclusions…11About Novarica…12

Research Report:Improved Retailing of Variable Annuities: Product & Process EnhancementsAuthor: Bob EllisPages: 18Published: August 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Variable annuities are the right product for many households at this time in North America's economic and demographic cycle. The decline of the traditional pension, the recent increase ofrisk in financial markets and the uncertainty about how long clients may live all point to annuities as an important piece of any financial plan which seeks to add certainty and off-load risk in the post-asset accumulation years. However, the traditional sales approach for VAs presents them primarily as a tax-advantaged investment product, and fails to play to their real strengths in retirement planning.Despite the attractiveness of the product, variable annuities have a poor reputation among advisors, clients and the financial press. This report discusses what VA manufacturers need to do to in terms of product and process enhancements to increase acceptance and sales for these key retirement products. The other VA report in this series discusses in more detail the issues and problems with selling variable annuities.CONTENTSIntroduction…2Product Issues Impacting VA sales…3Enhancing VA Product Development…5Carrier Best Practices in VA Distribution…12Information Technology for Improving VA Sales…14Conclusions…17About Novarica…18

Research Report:Wealth Management Core Systems MapAuthor: Bob EllisPages: 7Published: July 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Wealth management systems often strike business unit executives as a complex amalgam of functionalities and capabilities, best left to the realm of the IT professionals. However, as the above systems map indicates, all wealth management firms utilize common capabilities to appropriately serve their targeted client segments and deliver the right products profitably through optimal delivery channels.This report is intending to provide a primer for business unit executives on wealth management systems, and to assist them in analyzing the myriad vendor solutions available to wealth management firms.CONTENTSIntroduction…2System Summaries…2The Platform…2External Data, Systems and Presentment…3Markets and Regulators…4Operational Management…4Document Management and Creation…5Business Intelligence and Management Suite…5Idiosyncratic Solutions…6Conclusions…7About Novarica…7

Research Report:What Commercial Lines Carriers Expect from a Policy Administration SystemAuthor: Chad Hersh & Tse Wei LimPages: 17Published: July 2009Price: $2,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:As the policy administration system market has become both more mature (in terms of available solutions) and more critically important for enabling the business processes that allow insurers to compete, insurer CIOs have come to expect certain capabilities from modern policy administration systems. This report, based on a survey of 20 commercial lines CIOs and equivalents, documents these expectations. Insurers will find this a valuable snapshot of peer attitudes, and solution providers will learn what the market is expecting from them and their colleagues.CONTENTSIntroduction…2About the Data…2Key Findings…3General Expectations…4Out-of-the-box Functionality…7Cost/Benefit Expectations…8Implementation…10Lines of Business…11User Interface…12Technology…14Summary…16About Novarica…17

Research Report:US Insurers Data Security SnapshotAuthor: Tse Wei LimPages: 11Published: July 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurers in the US have recently made headlines for falling victim to security breaches which, in Q2 alone compromised over 65,000 records.In late May 2009, Novarica conducted a survey of insurer IT executives to gain an understanding of how insurer executives today are securing the data they own and gauge overall attitudes to security at carriers. At many respondents' organizations, data security is generally considered an IT responsibility that business does not need to think about. As a result, purely technological security measures that IT can implement unilaterally tend to be well developed, but there is room for many carriers to strengthen those facets of data security which require collaboration between IT and business such as secure data organization and organizational compliance surveys.CONTENTSIntroduction…2Sources of Security Threats…3Organizational Attitudes Towards Data Security…4Security Measures in Use…6Conclusions…10About Novarica…11

StoneRiver WCMS 2009Pages: 4Published: July 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver's Workers' Compensation Management System (WCMS) is an end-to-end policy administration system for workers' compensation, with functionality including accounting, claims management and policy administration. Policy administration functions include agent commissions, billing and accounts receivable, an NCCI statistical interface and rating. The structure of WCMS is modular. Publicly-announced clients include AmeriHealth Casualty Services, CompWest Insurance and Key Risk Management Services.References for this Novarica ACE Ranking included:IT Manager at a small US property/casualty insurer, which has been using the solution for 3.5 years for workers comp insurance.Operations Manager at a small US property/casualty insurer, which has been using the solution for 10 years for underwriting and claims.VP at a small US property/casualty insurer and TPA, which has been using the solution for 8 years for underwriting, policy issuance, and claims.AVP at a midsize US property/casualty insurer and TPA, which has been using the solution for 10 years for underwriting, policy services, claims and billing.IT Manager at a small US property/casualty insurer, which has been using the solution for 3 years for underwriting, accounting and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Insurance Core Systems MapAuthor: Karlyn Carnahan, Chad Hersh, & Matthew JosefowiczPages: 10Published: July 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:As a CIO friend of ours recently put it, "If you?ve seen one insurance company, you've seen one insurance company." Nonetheless, despite the unique infrastructures at most US insurers, most insurers' systems generally fall into the 17 areas illustrated in the Novarica Insurance Core Systems Map, which provides a valuable point of common reference to understand insurers? internal application infrastructures and the sometimes bewildering marketplace of insurer technology solutions. From a vendor perspective, it is a valuable reference of areas into which their solutions should be categorized.This report outlines the components of insurers' applications infrastructures and how the pieces work together to create business value.CONTENTSIntroduction…2Core Systems…3Core Policy Administration Systems…3Core Claims Systems…4Billing Systems…5Front End Systems…5Business Intelligence…6Document and Workflow Systems…7Back End, CRM and Specialized Components…8Conclusions…9About Novarica…10

Gold Ranking based on 10 ResponsesAcroSoft ICM 2009Pages: 4Published: June 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:AcroSoft Insurance Content Management (ICM) is a content management solution with document management, workflow and remote access capabilities. In addition todocument capture, storage and indexing, AcroSoft highlights the integrated rules-based workflow engine and reporting capabilities, as well as built in workflow analytics. The solution is in use by more than 40 insurers and self-insureds. The solution is profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3), published in August 2008References for this Novarica ACE Ranking included:VP at a small US property/casualty insurer, which has been using the solution for 6 years for all business units.IT Manager at a small US property/casualty insurer, which has been using the solution for 4 years for underwriting, claims and administrative documentation.VP at a midsize US property/casualty insurer, which has been using the solution for 2.5 years for claims and is adding underwriting.VP IT at a midsize US property/casualty insurer, which has been using the solution for 4 years for underwriting, claims and billing.IT Manager, Technical Services at a midsize US property/casualty insurer, which has been using the solution for 10 years for underwriting, claims and other functions.AVP at a midsize US property/casualty insurer, which has been using the solution for 4 years for underwriting and accounting.Project Manager at a midsize US property/casualty insurer, which has been using the solution for 4 years for underwriting, claims and HR.VP Operations at a midsize US property/casualty insurer, which has been using the solution for 3 years for underwriting and claims.EVP at a midsize US property/casualty insurer, which has been using the solution for 3 years for underwriting, claims and marketing.VP Claims at a midsize US property/casualty insurer, which has been using the solution for 5 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

StoneRiver: The Specialty System (2009)Pages: 4Published: June 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver’s The Specialty System, formerly known as the Specialty Insurance System(SIS), is a core processing system for property & casualty insurance. Publicly-announcedclients include First American Property & Casualty Insurance Group, Priority OneInsurance Co. and Wayne Mutual.References for this Novarica ACE Ranking included:IT Director at a small P/C insurer, which has been using the solution for 10 years for underwriting, claims, and agency force.VP of Operations at a small P/C insurer, which has been using the solution for 2 years for underwriting, claims, and management.Manager at a large P/C insurer, which has been using the solution for 9 years for distribution, underwriting, and policy production.VP at a small P/C insurer, which has been using the solution for 6 years for all solutions.IT Manager at a midsize P/C insurer, which has been using the solution for 10 years for all solutions.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

OneShield Dragon 2009Pages: 4Published: June 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:OneShield Dragon is a P&C policy administration system which was released in 2001, and re-architected in 2008. OneShield reports 10 North American clients using the Dragon front end, 4 personal lines carriers and 6 commercial lines carriers. Publicly-announced clients include Bristol West Insurance Group, Capitol Indemnity Corporation, Darwin Professional Underwriters, Farmers Alliance Mutual Insurance, Hanover Insurance Group, Main Street America, Max Specialty Insurance Company, Montpelier U.S. Insurance Company and PURE High Net Worth Insurance. The solution was profiled in Novarica Market Navigator™: US Property /Casualty Policy Administration Systems 2009 (Q2) published in May 2009.References for this Novarica ACE Ranking included:President at a small US property/casualty insurer, which has been using the solution for several months for underwriting and distribution.Chief Architect at a large US property/casualty insurer, which has been using the solution for over 4 years for quoting, underwriting and policy administrationAVP Integrated Solutions at a midsize US property/casualty insurer, which has been using the solution for several months for underwriting, claims, agents, product, marketing, customer service and operations.CIO at a midsize US property/casualty insurer, which has been using the solution for over 4 years for underwriting and producer management.VP & Controller at a small US property/casualty insurer, which has been using the solution for less than a year for underwriting and policy processing.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:2009 Wealth Management Overview: Top Trends in Client Segmentation, Products, and Delivery ChannelsAuthor: Bob EllisPages: 29Published: June 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:In order to succeed in the wealth management space, firms must:Align client segments, products and delivery channelsDevelop meaningful and actionable segmentation schemesAlign technology investments with client expectationsReact and respond to changing market situations and client expectations that have developed as a result of the recent economic crisis and precipitous market declineThe financial crisis has shaken up many of the aspects of wealth management for client segments (declines in wealth), products (failure to perform as projected) and delivery channels (advisors failing to add sufficient value to the relationship). This report discusses the major trends underway in wealth management in each of these the three dimensions.In particular, the report highlights the following trends:The need for better understanding of client segments and how they feel about and respond to risk in products and service levels in delivery channels.Changing preferences for products that meet the objectives of different client segments.The changing value and nature of advice and the move towards self-service for many segments.The changing roles and dynamics within the advisor-based universe.Significant trends in all three aspects of wealth management are changing the competitive balance and putting assets in play like never before. Financial service firms and technology providers must understand and adapt to these trends in order to succeed.CONTENTSIntroduction…2Evaluating WM Strategies…4Where are we now?…6Client Segmentation Trends…10Product Segmentation Trends…15Delivery Channel Trends…20The Role of IT in WM…27Conclusions…28

Comtec Total Insurance System 2009Pages: 4Published: June 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Comtec is a member of the Malam-Team Group, a publicly traded company and the largest technology company in Israel. TIS (Total Insurance System), their modular policy administration system, was launched in 1976, and was last re-architected in 2005. TIS is designed to support all major property and casualty lines of business, and is live across multiple lines of business outside North America. Comtec reports that 1 North American client (with less than US$1 billion in NWP) is live on the solution, with another in implementation. The system is in use at 30 clients in EMEA, including several with over US$1 billion in NWP.The solution was profiled in Novarica Market Navigator™: US Property /Casualty Policy Administration Systems 2009 (Q2) published in May 2009.References for this Novarica ACE Ranking included:IT Manager at a small EMEA property/casualty insurer, which has been using the solution for 4 years for policy issue, policy maintenance, underwriting, etc.VP-CIO at a midsize EMEA property/casualty insurer, which has been using the solution for over 7 years for policy management, billing, and claims.GMPA at a small EMEA property/casualty insurer, which has been using the solution for over 3 years for insurance.VP at a large EMEA multiline insurer, which has been using the solution for over 18 years.CFO at a small EMEA property/casualty insurer, which has been using the solution for 9 years for underwriting, finance and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Insurance Technology Vendors Report Card 2009: Insurers' Experience with Technology VendorsAuthors: Matthew JosefowiczPages: 12Published: June 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Novarica ACE Rankings™, which document the Average Customer Experience (ACE) of insurers using a specific solution, were created in 2008 to help insurers understand peer experience with solutions they were considering. This report analyzes aggregate ACE Ranking input provided by 285 surveys on more than 40 different products to provide a general report card for insurance technology vendors.Overall, insurance technology vendors have a fairly good, but not stellar, record. Only 59% of the insurers surveyed would unequivocally chose to buy the same solution again, and 9% would be unlikely to.This report is intended to help insurers focus their vendor evaluation processes on issues that may be overlooked, but can have a critical impact on their experiences as customers.It is also designed to help technology vendors understand where they stand in comparison to their overall peer group.CONTENTSIntroduction…2Industry Report Card…4Differences by Product Class…4High vs. Low Customer Satisfaction…5Areas of Greatest Impact on Customer Satisfaction…7Conclusions…11About Novarica…12

Brief:Deconstructing ECM for Insurers: Document Management, Document Creation, and Content ManagementAuthor: Matthew JosefowiczPages: 6Published: June 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Enterprise Content Management (ECM) includes several distinct areas that have their own business drivers, users, technical challenges, and distinct set of vendors. This executive brief is designed to help insurers understand these aspects of ECM that are relevant to different parts of their businesses.Document Creation, sometimes called Document Automation or CCM (Customer Communication Management) involves the creation of out-bound documents, including correspondence, policy documents, explanations of benefits, statements, marketing materials, and others. Document Creation is most commonly need by Product Development, Marketing/Distribution, Policy Issue, Service, and Claims. The biggest impact is on customer experience.Document Creation can also include Content Management, the storage and authoring environment for pre-approved fixed or variable blocks of text or other content, which is used in Product Design, Marketing, Service, and Policy Issuance. However, there are many horizontal, cross industry content management solutions that are optimized for managing websites or marketing materials rather than creating insurance documents. The biggest impact is typically on marketing.Document Management involves the intake, indexing, storage, and routing through a workflow of external documents like correspondence, applications, underwriting requirements, and claims materials. It is generally used by Underwriting, Claims, and Service. The biggest impact is on operational efficiency.CONTENTSIntroduction…2Novarica Insurance Document Flow Map…3Document Creation and Content Management…4Document Management and Workflow…5Conclusions…6About Novarica…6

Special Report:US RETIREMENT MARKET ANALYSIS: PINPOINTING THE OPPORTUNITIES AMID THE CARNAGEAuthor: Robert EllisPages: 19Published: May 2009Price: $2,750Download preview Click here to purchase this individual report. Click here to purchase this report. Report Summary:The US retirement market has grown tremendously over the last 20 years, largely driven by the Baby Boomer phenomenon, amassing over $24 trillion in financial assets by the end of 2008. These assets generated $183 billion in revenues last year. Many of the top financial services firms in the U.S. have invested significant amounts of capital towards creating a profitable business from retirement assets.As firms develop business and marketing strategies to target retirement, it is not clear what data about the market is readily available to support them. Various sources exist, but none present a holistic view. As a result, key strategic questions have been difficult to answer to the necessary degree of specificity, such as:How large is the total retirement market, not only assets in retirement vehicles? What is the composition of those retirement assets?How are the benefits of this market split among asset managers, distributors, and servicers? Where do the related revenue pools reside? What are their trends?Additionally, given the precipitous decline in stock market valuations in the past six months, questions exist as to:On what part of the value chain in retirement (asset management, distribution, or servicing) should firms focus their resources now?Since assets, which predominantly drive profits, have declined by 30-40%, how has the addressable revenue pools been reduced? Has each gone down equally, or have some gone down more or less than others?This special report is designed to help financial services firms improve their holistic understanding of all elements of the retirement market. It is based on research and analysis led by Alistair Jessiman and Wayne Cutler, managing directors at Novantas LLC, the acknowledged leader in customer science and revenue strategy in the financial services industry.

Research Report:NITRC Spring 2009 Meeting Report: Business/IT Communication SummitAuthor: Matthew Josefowicz & Tse Wei LimPages: 8Published: May 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:At its spring meeting, 9 of the nearly 100 insurer technology executives of the Novarica Insurance Technology Research Council shared their perspectives and experience on the all-important issue of business/IT communication. This report summarizes the discussions and presentations for a broader audience while protecting participant anonymity. Novarica offers the following ten steps for improving business/IT communication based on the discussions and presentations at the meeting: 1. Business/IT Communication is IT's Responsibility. Remember whothe "customer" is2. Build "client management" culture within IT3. Be Predictable and Proactive 4. Keep It Simple and Use Common or Insurance-native Metaphors 5. Train IT Staff to Communicate6. Facilitate Informal Relationships 7. Understand Cultural Differences 8. Cross-Pollinate Staff Whenever Possible 9. Make Governance about Priorities and Collaboration, Not "CYA"10. Make Sure Communication is a Process, Not an Event CONTENTSIntroduction…2The Age of Business/IT Partnership…2Ten Steps for Improving Business/IT Communication…4Checklist for Business…7About Novarica…8

StoneRiver PTE Financial 2009Author: Matthew JosefowiczPages: 4Published: May 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:StoneRiver, Inc.'s PTE Financial solutions are general ledger and accounts payable solutions designed for insurance financial reporting. StoneRiver, formerly Fiserv Insurance Solutions, has PTE Financial solutions in production at a wide range of life/annuity/health and property/casualty insurers across nearly all lines and product types. Current publicly-announced insurer clients include AutoOne Insurance, Central States Indemnity, Kingsway Financial, Mendota Insurance Company, Mendakota Insurance Company and USF Insurance Company.References for this Novarica ACE Ranking included:Manager, Accounting at a small US property/casualty insurer, which has been using the solution for 15 years for accounting.Senior Financial Analyst at a midsize US property/casualty insurer, which has been using the solution for 14 years for finance. Finance Manager at a small US property/casualty insurer, which has been using the solution for 10+ years for finance.Senior Systems Applicaion Specialist at a midsize US property/casualty insurer, which has been using the solution for 9 years for claims and finance. Senior Accountant at a large US life/health insurer, which has been using the solution for 13 years for insurance.Staff Accountant at a midsize US property/casualty insurer, which has been using the solution for 10 years for accounting.Director, Accounting at a midsize US property/casualty insurer, which has been using the solution for 7 years for treasury.Accounting Manager at a midsize US property/casualty insurer, which has been using the solution for 13 years for accounting/treasury.Senior Accountant at a midsize US life/health insurer, which has been using the solution for 10 years for accounting.Assistant Controller at a midsize US property/casualty insurer, which has been using the solution for 10 years for finance.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…3Organization…3Functionality…4Technology…4Overall Customer Satisfaction…4Additional Client Comments…5About Novarica…5

CSC AgencyLink 2009Pages: 4Published: May 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CSC's Agency Link is a browser-based solution which allows agents to access administration systems' back-office functions and to generate real-time policy declarations. The solution has 41 clients currently in production, almost all midsize to small property/casualty insurers. Publicly-announced clients include Accident Fund, Companion P&C Group, Florida Peninsula, Lititz Mutual, State Auto Insurance, Sunshine State Insurance and Utica First Insurance Company. The solution was profiled in Novarica Market Navigator™ US Property / Casualty New Business Solutions 2008 (Q4) published in December 2008.References for this Novarica ACE Ranking included:AVP Business Insurance Services at a large US property/casualty insurer, which has been using the solution for 3 years for underwriting.VP at a small US property/casualty insurer, which has been using the solution for 2 years for underwriting, claims and billing.Senior Director of MIS at a midsize US property/casualty insurer, which has been using the solution for 6 years for POS and policy entry.Director, e-Commerce at a midsize US property/casualty insurer, which has been using the solution for 7 years for underwriting.Web Services Manager at a midsize US property/casualty insurer, which has been using the solution for 9 years for distribution.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

SunGard iWORKS Prophet 2009Pages: 4Published: May 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard's iWORKS Prophet is an enterprise actuarial modeling system used by both life/health and property & casualty insurers for their risk management and reporting requirements, originally acquired from Deloitte & Touche LLP-UK. Actuarial Resources Corporation (ARC) is the sole authorized distributor of Prophet in North America. Publicly-announced clients include Securian Financial Group in the U.S. and Aviva, Axa, and Generali Germany outside the U.S..References for this Novarica ACE Ranking included:Sr. Associate Actuary at a large US life/health insurer, which has been using the solution for 3.5 years for Actuarial - life, annuity, health, group and individual. Directorat a large US life/health insurer, which has been using the solution for a year for risk management. Senior Actuary at a large US life/health insurer, which has been using the solution for a year for actuarial pricing and asset liability management.Director and actuary at a large US life/health insurer, which has been using the solution for 2 years for valuation & pricing.Investment Actuary at a large US life/health insurer, which has been using the solution for 2 years for actuarial modeling. Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

SunGard iWORKS Navigator 2009Pages: 4Published: May 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:SunGard is a private company based in Wayne, PA, with around 16,000 employees and over $100 million in revenue. SunGard iWORKS NAVIGATOR Illustrations is a standalone component of the iWORKS NAVIGATOR policy administration suite. Publicly-announced clients include ColinaImperial Life Insurance, Colonial Life & Accident Insurance Company, Fidelity Investments, First Catholic Slovak Ladies Association, Guardian, John Hancock and Travelers. The solution was profiled in the

Castlebay Consulting 2009Pages: 4Published: May 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CastleBay Consulting Corporation is an Austin-based provider of operations and technology consulting services to the Canadian and U.S. property & casualty insurance industries, founded in 1998. Areas of focus include business process redesign, integration support, replacement of legacy systems, software evaluation and acquisition strategies and software selection. The company founders have an average of 25 years of experience in insurance, either as employees of insurance companies or with consulting firms. Publicly-announced clients include California Dental Association, Interboro Insurance, Main Street America Insurance Group, National Grange Mutual and Penn National.References for this Novarica ACE Ranking included:IT Director at a midsize US property/casualty insurer, which has been using the company for 6 years for IT, commercial lines product and underwriting systems consulting.VP Accounting & Financial Reporting at a midsize US property/casualty insurer, which has been using the company for 2.5 year for finance and billing systems consulting.Vendor Acquisition at a large US property/casualty insurer, which has been using the company for 3 years for claims and underwriting systems consulting.Director, Projects and Planning at a midsize US property/casualty insurer, which has been using the company for 3 years for underwriting systems consulting.Director at a small US property/casualty insurer, which has been using the company for 2 years for business partner assessment and selection for IT and software.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Pilotfish XCS eiCONSOLE 2009Pages: 4Published: May 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:PilotFish's XCS eiConsole is a graphical configuration tool for the creation, deployment, management and maintenance of interfaces using PilotFish's XCS eiPlatform (a Java integration framework). The XCS integration tools let insurers enable applications for Web services and implement ACORD standards. The company reports approximately 50 current insurer clients, ranging from large multinationals to small regional carriers across L/H and P/C. Publicly-announced clients include AAA Life and Illinois Mutual Life Insurance Company.References for this Novarica ACE Ranking included:Analyst programmer at a midsize US life/health insurer, which has been using the solution for 2 years for underwriting/print.Team Lead of Architecture at a large US property/casualty insurer, which has been using the solution for a year for underwriting and claimsProgrammer/Analyst at a large US life/health insurer, which has been using the solution for 3 years for underwriting.VP IT at a midsize US life/health insurer, which has been using the solution for 3 years for underwriting, sales, claims and legal.VP Application Development at a midsize US life/health insurer, which has been using the solution for 3 years for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

CSC Exceed Claims 2009Pages: 4Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Exceed Claims is a property/casualty claims solution from CSC which is sold both independently and as part of a full policy administration suite. Exceed has a total customer base of 31, including publicly-announced clients Alfa Mutual Insurance Company, Frankenmuth Mutual Insurance, Georgia Farm Bureau Insurance Company, PEMCO Mutual Insurance Company, Safety Insurance Group, Southern Farm Bureau Casualty Insurance Company, State Auto Financial Corp. and West Bend Mutual Insurance. A profile of the solution appears in Novarica Market Navigator™: US Property/Casualty Claims Solutions 2009(Q1), published in February 2009.References for this Novarica ACE Ranking included:Manager, Systems Development, at a midsize US property/casualty insurer, which has been using the solution for over a year for claims.Strategic Business Contributor at a midsize US property/casualty insurer, which has been using the solution for 4 years for claims and underwriting.SVP Claims at a midsize US property/casualty insurer, which has been using the solution for 2 years for claims, billing and policy administration.Senior Director of MIS at a midsize US property/casualty insurer, which has been using the solution for 1.5 years for claims.IT Application Manager at a midsize US property/casualty insurer, which has been using the solution for 3 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:US Insurers 2009 IT Budgeting and Planning During CrisisAuthor: Matthew JosefowiczPages: 13Published: April 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Amidst the economic crisis, insurers continue to look to IT to be part of the solution. The mandate is not to cut IT but to use IT to improve the business and help it ride out the storm.Nonetheless, budgets are under pressure, with 2/3 of life/annuity insurers and 1/3 of property/casualty insurers surveyed cutting budgets from earlier expectations of 2009 spending.Business/IT partnership remains strong at most insurers.Policy administration systems, business intelligence, and agent portals remain top priorities, but many life/annuity insurers are delaying major investments due to market conditions.Although trust in strategic vendors remains generally high, many insurers are seeking pricing concessions from incumbents.Interest in outsourcing, while not surging, is growing slightly.This report is based on a survey of 45 insurer executives, conducted during March 2009.CONTENTSIntroduction…22009 Budgets…3Effects of Economic Crisis on Technology Planning…4Top Projects for 2009…6Projects Postponed…7Self-Diagnosing Internal Capabilities…8Vendors and Outsourcing…10Conclusions…12About Novarica…13

Cincom Eloquence 2009Pages: 4Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Eloquence is an enterprise document creation suite used for both high-volume batch processing and individual document generation. The solution can create all categories of documents, including policy documents, customer correspondence, bills/statements and forms. ISO forms can be designed or imported from Microsoft Word templates. The solution also provides some document management capability, and can capture, store and index received documents not created in the system. The solution was profiled in Novarica Market Navigator™ US Insurance Document Creation Solutions 2008 (Q3) published in August 2008.References for this Novarica ACE Ranking included:Infrastructure Architect at a large US life/health insurer, which has been using the solution for over 10 years for claims, benefits, and correspondence.User/Analyst at a midsize US life/health insurer, which has been using the solution for less than a year for Customer Service, Claims, TPL, Provider Certification, Medical Review and Program IntegrityTechnical Lead/Project Manager at a large US property/casualty insurer, which has been using the solution for 2 years for claims.Project Manager at a large US life/health insurer, which has been using the solution for less than a year for healthcare.CIOat a large US life/health insurer, which has been using the solution for 2 years for Claims, Medical Management, Appeals & Grievances.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Agency Connectivity Snapshot - Personal LinesAuthors: Karlyn Carnahan & Tse Wei LimPages: 13Published: April 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report presents a snapshot of current agency connectivity support at large property/casualty carriers in the US. It provides overviews of which transactions are most commonly supported, how carriers are choosing to support commonly written personal lines, and the level of support carriers provide for individual LOBs.It also provides information on individual carrier choices of agency connectivity method, with lists of the connectivity solutions being used, for each transaction, at each carrier. CONTENTSIntroduction…2About the data…2Breadth of Capability…3Systems in Use…4Capabilities by Carrier…5Carrier Solution Choices…7Conclusions…11About Novarica…12

Optical Image Technologies DocFinity 2009Pages: 4Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Optical Image Technology's DocFinity is a suite of integrated document management and workflow software products for a variety of industries including insurance. Optical Image Technology is a privately-held company headquartered in State College, PA. Publicly announced clients inclue Central Cooperative Insurance Company, Chautauqua Patrons' Insurance Company, Esurance, Farmers Mutual Fire Insurance Association, Farmers Mutual Insurance Company, Friends Cove Mutual Insurance Company, Lehigh Mutual Insurance Company, Mercer Insurance Group, Michigan Millers Mutual Insurance Company, Ontario Insurance Company, Panhandle Farmers Mutual Insurance Company and Unitrin Direct.References for this Novarica ACE Ranking included:Imaging Support Technician at a midsize US property/casualty insurer, which has been using the solution for 7 years for underwriting, claims, finance, product and agency services.IT Director - Document Management at a midsize US property/casualty insurer, which has been using the solution for 10 years for personal lines, auto and home insurance.AVP at a midsize US property/casualty insurer, which has been using the solution for 10 years for underwriting, claims and support.Claims Technology Manager at a midsize US property/casualty insurer, which has been using the solution for 4 years for claims and customer service.Manager at a midsize US property/casualty insurer, which has been using the solution for over 4 years for service, operations, underwriting, IT and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Innovation Group Claims Call Center 2009Pages: 4Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The Innovation Group plc is a publicly-traded UK-based provider of business process outsourcing (BPO), software and systems integration solutions, primarily to the insurance industry. The company was founded in 1997 and as of September 2008 had an average of 2,226 employees (excluding directors). Following its acquisition of First Notice Systems in November 2006, the company?s services include outsourcing the reporting and servicing around First Notice of Loss (FNOL) to a 24-hour contact center, including logging and validation of policyholder calls, provision of advice on claims procedures, recommendation of approved repair facilities and advising client insurers of accident details. First Notice Systems clients include CSAA, FCCI Insurance, the Hanover Group, PEMCO Mutual Insurance and RTW, Inc.References for this Novarica ACE Ranking included:General Manager at a midsize US property/casualty insurer, which has been using the solution for over a year for claims.Director, Customer Service Center at a large US property/casualty insurer, which has been using the solution for a year for claims.Director at a midsize US property/casualty insurer, which has been using the solution for a year for claims.Automobile Program Manager of MIS at a midsize US property/casualty insurer, which has been using the solution for less than a year for claims.Senior Manager at a midsize US property/casualty insurer, which has been using the solution for less than a year for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

CSC Legal Solutions Suite 2009Pages: 4Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CSC Legal Solutions Suite is a Web-based application used for simplifying and automating legal management processes. The solution was launched in 1999 and re-architected in 2006. CSC has 34 U.S. clients in production, the majority being personal lines insurers with under $1 Bn in NWP and the rest consisting of personal lines insurers over $1 Bn in NWP and health insurers under $1 Bn in NWP. Publicly-announced clients include MAG Mutual, MIIX Insurance Company, Physicians Insurance Company of Wisconsin, the PMA Insurance Group, State Auto Insurance Companies and others.References for this Novarica ACE Ranking included:VP Litigation Services at a large US property/casualty insurer, which has been using the solution for 6 years for claims and general counsel.Legal Initiatives Director at a large US property/casualty insurer, which has been using the solution for 8 years for claims and corporate legal.AVP at a large US property/casualty insurer, which has been using the solution for 3 years for claims.Manager Legal/Large Loss at a large US property/casualty insurer, which has been using the solution for 5 years for claims litigation.Program Consultant at a US property/casualty insurer, which has been using the solution for 3 years for claims administration.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Oracle Tracker 2009Pages: 4Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Oracle Insurance Compliance Forms Tracker (previously known as Skywire Software Tracker) is a solution for end-to-end automation of the state filing process, including management of filings in a central repository and reporting capabilities. Publicly- announced clients include Allstate Insurance Company (Skywire Tracker), Bituminous Insurance Companies, Utica National Insurance Group.References for this Novarica ACE Ranking included:Business Systems Analyst IV at a large US life/health insurer, which has been using the solution for 7 years for state filings.Senior Regulatory Analyst at a large US property/casualty insurer, which has been using the solution for 3 years for compliance.Director at a large US life/health insurer, which has been using the solution for 4 years for product filing and compliance and product development.Compliance Specialist at a large US life/health insurer, which has been using the solution for 6 years for legal compliance.Systems Analyst at a midsize US property/casualty insurer, which has been using the solution for 10 years for state filings.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Accenture Claim Components 2009Pages: 5Published: April 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Accenture Claim Components Solution is a modular claims administration system, providing a desktop, claims workflow, financials management, and a FNOL configurable. Twelve US insurers are currently live on Accenture Claim Components Solution, of which four use the solution for personal lines only (two of these have over US$1Bn in NWP), two use the solution for commercial lines only (both with over US$1Bn in NWP), and the remainder support both personal and commercial lines on the solution (all with over US$1Bn in NWP). Publicly-announced clients include Chubb, the Hartford, OneBeacon, Affirmative, Fireman's Fund, and others. All major personal and commerciallines are live in production. The solution was profiled in Novarica Market Navigator™ US Property / Casualty Claims Solutions 2009 (Q1), published in February 2009.References for this Novarica ACE Ranking included:Portfolio Manager at a large US property/casualty insurer, which has been using the solution for 7 years for claims and underwriting.AVP at a large US property/casualty insurer, which has been using the solution for 3.5 years for claims.SVP-CIO Claims IT at a large US property/casualty insurer, which has been using the solution for 7 years for claims.Global CIO at a large US property/casualty insurer, which has been using the solution for 7 years for claims.VP at a large US property/casualty insurer, which has been using the solution for almost 2 years for claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…4Technology…4Overall Customer Satisfaction…4Additional Client Comments…5About Novarica…5

ACE Comparative Ranking: Insurance Document Management/Workflow 2009(Q2)Author: Matthew JosefowiczPages: 4Published: April 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Novarica Average Customer Experience (ACE) Rankings are based on an online survey of technology and operational executives at five (or, the case of gold rankings, 10) insurer clients who have direct experience with a specific vendor product and organization. Novarica validates the identity and responses of the participants, who are assured of anonymity. Novarica ACE Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.The Novarica ACE Ranking survey asks the reference to rank his or her experience with the vendor and solution on a 7-point scale from ?Completely Agree? to ?Completely Disagree? against various positive statements about customer experience, for example ?Staff is highly responsive.? These 35 statements are grouped into Novarica?s four SOFT areas (Staff, Organization, Functionality, and Technology) as well as an additional area for Overall Customer Satisfaction, which is double-weighted in the average that creates the top-line score. This comparative ranking is drawn from individual rankings of each of the solutions covered within. Each individual full solution ranking is available separately here.CONTENTSIntroduction…2About the solutions and referencesImageRight…4DocFinity…7ImageNow…8Acrosoft…9OnBase…10Comparative RankingsStaff…11Organization…12Functionality…13Technology…14Overall Customer Satisfaction…15Summary…16About Novarica…16

Research Report:Agency Connectivity Snapshot - Commercial LinesAuthors: Karlyn Carnahan & Tse Wei LimPages: 13Published: April 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report presents a snapshot of current agency connectivity support at large property/casualty carriers in the US. It provides overviews of which transactions are most commonly supported, how carriers are choosing to support commonly written commercial lines, and the level of support carriers provide for individual LOBs.It also provides information on individual carrier choices of agency connectivity method, with lists of the connectivity solutions being used, for each transaction, at each carrier. CONTENTSIntroduction…2About the data…2Breadth of Capability…3Systems in Use…4Capabilities by Carrier…5Carrier Solution Choices…7Conclusions…12About Novarica…13

INSTEC QuickSolver (2009)Pages: 4Published: March 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: QuickSolver is a rating and policy administration for commercial lines property/casualtyinsurers. There are 35 property/casualty insurers in production in the U.S.. The majorityof in-production clients are insurers under $1 Bn in premium, with the remainder beingMGAs and large property/casualty insurers. Publicly-announced clients includeCompensation Risk Managers, LLC, Generali USA, Hospitality Mutual Insurance, NSMInsurance Group, The Managing Agency Group, and Thomco. The solution will beprofiled in Novarica Market Navigator: US Property/Casualty Rating Solutions publishedin March 2009.References for this Novarica ACE Ranking included:SVP Business Operations/CIO at a midsize P/C insurer, which has been using the solution for over 5 years for underwriting and some agencies.Manager of Technical Services at a midsize P/C insurer, which has been using the solution for 4 years for underwriting, operations, claims, accounting, and agents.Vice President at a large P/C insurer, which has been using the solution for 2 years for underwriting.CIO at a midsize P/C insurer, which has been using the solution for 4 years for CL underwriting.EVP at a midsize P/C insurer, which has been using the solution for 1 year for U/W.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Insuresoft Diamond 2009Pages: 4Published: March 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insuresoft's Diamond System is a policy administration system for property/casualty insurers. There are 19 property/casualty insurers in production in the U.S. Publicly-announced clients include Ag Workers Mutual Auto Insurance Company, Buckeye Insurance Group, Cincinnati Equitable Insurance Company, Federated Insurance, Grange Insurance Group, Nevada General Insurance Company, Northern Mutual Insurance Company, Safeway Property Insurance Company, Southern Mutual Insurance Company and Unique Insurance. The solution is profiled in Novarica Market Navigator™ US Property/Casualty Policy Administration Systems 2008 (Q2).References for this Novarica ACE Ranking included:VP Information Systems at a small US property/casualty insurer, which has been using the solution for 4.5 years for underwriting, claims and accounting.CIO/VP Technical Operations at a small US property/casualty insurer, which has been using the solution for 9 years for underwriting, claims and distribution.AVP at a small US property/casualty insurer, which has been using the solution for 9 years for underwriting, claims and billing.VP/Treasurer at a small US property/casualty insurer, which has been using the solution for a year for claims and underwriting.Application Consultant, at a small US property/casualty insurer, which has been using the solution for 10 years for underwriting, claims and premium accounting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…3Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Using Online Insurance Aggregators to Drive RevenueAuthor: Karlyn CarnahanPages: 16Published: March 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:With online insurance activity growing dramatically, many insurers are adopting online sales and marketing strategies in a desire to reduce the cost of customer acquisition.Online insurance aggregators are an important element of these strategies, capturing online shopper traffic that may be missed at a carrier's own website.This report is designed to help carriers understand the aggregator space, the business models of the aggregators, and how to maximize the value of their relationship with aggregators.CONTENTSIntroduction…2How Aggregators Work…3Aggregator Business Models…5Capturing Online Shoppers…7The Value of Aggregators in Insurers' Online Marketing Plans…10Aggregators and Agents…11Establishing Relationships…12Challenges in Using Aggregators…13Conclusions…15About Novarica…16

NxTech ConneXt 2009Pages: 5Published: February 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:NxTech ConneXt is an agency management system interface for property/casualty insurers, which also offers other data translation capabilities. There are 21 property/casualty insurers in production in the US. Publicly announced clients include the Cincinnati Insurance Companies, Countrywide Insurance Company, Penn National Insurance, and Preferred Mutual Insurance Company. The solution is profiled in Novarica Market Navigator™: Agency Connectivity (Q1), published in February 2009.References for this Novarica ACE Ranking included:Manager Business Systems and Support at a midsize US property/casualty insurer, which has been using the solution for 3 years for underwriting, quote submission, policy changes, and rating and issuancee functions.President at a small US property/casualty insurer, which has been using the solution for 3 years for underwriting and distribution.Director Web Architecture and Agency Systems at a midsize US property/casualty insurer, which has been using the solution for 2 years for underwriting.Product Development Manager at a small US property/casualty insurer, which has been using the solution for 5 years for underwriting, claims and agency interface.Supervisor, E-Business Technical team, at a midsize US property/casualty insurer, which has been using the solution for over a year for underwriting.Novarica ACE Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…5

US Agency Connectivity Solutions 2009(Q1)Authors: Karlyn Carnahan & Tse Wei LimPages: 15Published: February 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available agency connectivity solutions for US insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.The insurance industry has been experiencing a fundamental transformation of how communication with agents takes place. Over the last ten years, electronic communications have swiftly overtaken the traditional paper-based communications that have traditionally been used by both agents and carriers. Both agents and carriers would prefer to receive and provide information electronically, and process that information with as little human touch as possible, eliminating double entry. Real time upload, download and data translation deliver tangible benefits including reduced costs of handling, improved data quality, and improved turnaround time. But the multiplicity of agency management systems and carrier systems creates costly complexity in distributing data between agencies and carriers.Agency Connectivity Solutions are software tools that facilitate the integration and translation of data between a carriers systems and a variety of Agency Management Systems. In its simplest form, a full Agency Connectivity Solution takes data coming out of a sending system, translates it into a consistent format that is compatible with the receiving system and maps the data to (and from) the appropriate fields so the receiving system can accept the data stream.This report describes the major types of solutions available to accomplish that task and key dimensions to assess.We have categorized Agency Connectivity Solutions into three main solution types, represented by color in the Novarica Market Navigator Graphic and summarized below.Upload Solutions securely send data from an agency management system directly to a carrier system. Download Solutions securely send data from a carrier system directly to an agency management system. Data translation solutions translate data from a broad set of data types such as AL3 to another such as ACORD XML.CONTENTSIntroduction…2Market Overview…3AgencyPort…5AMS Services TransactNOW…6AMS Services Transit Server…7Appulate…8Connective Technologies…9iter8…10IVANS…11NxTech…12SeaPass Solutions…13Conclusions…14About Novarica…15

Research Report:Innovation and Agility in Insurance ITAuthors: Matthew Josefowicz & Steven KayePages: 12Published: January 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Agility and innovation are important goals for insurers and for their IT organizations. This report addresses these topics based on direct experience with leading insurers, reviews of public information source, and a survey of 31 insurer IT executives conducted in December 2008 through the Novarica Insurance Technology Research Council.The report finds that insurers are actively engaged in enhancing their agility through investments in modern applications, flexible infrastructures, and improved development methodologies. They are measuring their agility primarily with regard to improvements in speed to market for new productsFew companies have formal innovation groups today, but interest in and expectations for them is high. Lack of incentives for risk taking and fear of change by the business staff are perceived as the biggest challenges to innovation.The report concludes with recommendations for insurers in both areas.CONTENTSIntroduction…2Agility…3Measuring Agility and Its Value…5Innovation…7Barriers to Innovation…9Conclusions…11About Novarica…12

Agentport: AgencyConnect (2009)Pages: 4Published: January 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:AgencyConnect is an agency management integration solution for property/casualtyinsurers. There are 21 property/casualty insurers in production in the U.S.. Publiclyannouncedclients include Arbella Insurance Group, Eastern Alliance Insurance Group,Farmers Insurance, Louisiana Workers' Compensation Corporation, Norfolk & DedhamInsurance Group, and others. The solution will be profiled in Novarica MarketNavigator™: Agency Connectivity (Q1) published in January 2009.References for this Novarica ACE Ranking included: Vice President Information Technology at a midsize P/C insurer, which has been using the solution for .3 years for underwriting.Web Development Manager at a large P/C insurer, which has been using the solution for 1.5 years for underwriting and new business.Marketing Technology Manager at a midsize P/C insurer, which has been using the solution for 1 year for personal line rating.Underwriting Operations Manager at a midsize P/C insurer, which has been using the solution for 1 year for underwriting.AVP, Underwriting Services at a large P/C insurer, which has been using the solution for 1.5 years for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:US Policy Administration Systems Outlook 2009-2012Author: Chad HershPages: 11Published: January 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The market for core systems continues to be robust, especially for policy administration systems. Novarica projects that PAS activity among P/C insurers will average 150 new projects per year over the next few years, while L/H/A will average closer to 50 per year. The reasons for the continued momentum are (1) differences in carrier attitudes towards IT, (2) differences in the available core systems solutions, and (3) differences in the competitive landscape for insurers.In addition, for carriers that don't have growth needs, cost reduction efforts may also lead down the same path. Systems consolidation, lower TCO from rules- and tools-based systems, a need to migrate off legacy technologies, and other "traditional" business case elements still may play a role.CONTENTSIntroduction…2About Policy Administration Systems…3Projected Activity Levels…4Differences in Carrier Attitudes Towards IT…6Differences in Available Core Systems Solutions…7Differences in Competitive Landscape…8Additional Market Drivers…9Conclusions…10About Novarica…11

Hyland OnBase 2009Pages: 5Published: January 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:OnBase is an enterprise document management solution from Hyland Software, Inc. It is in production at a wide range of life/annuity/health and property/casualty insurers across nearly all lines and product types at over 100 insurers, most of which have less than US$1 Bn in premium. Current insurer clients include Allianz, Markel, Liberty, Beneficial Life, Hastings Mutual, PICA and Great American Financial. The solution is profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3) published in August 2008.References for this Novarica ACE Ranking included:Director of IT at a small US life insurer, which has been using the solution for six years in new business and customer service.Manager, Document Management Services, at a midsize US P/C insurer, which has been using the solution for a year in all areas.Project manager at a midsize US P/C insurer, which has been using the solution for two years in claims.VP of IS at a small US P/C insurer, which has been using the solution for three years in underwriting, claims, marketing, poliocy services, and regulatory.Project manager at a midsize US life/annuity insurer, which has been using the solution for five years across all areas.Solution Architect at a large US life/annuity insurer, which has been using the solution for three years across all areas.VP Information Services at a small US P/C insurer, which has been using the solution for three years in underwriting, claims, in-house law firm, and finance.IT Manager at a small US P/C insurer, which has been using the solution for five years in underwriting, claims, and distribution management.Business Analyst at a large US P/C insurer, which has been using the solution for eight years in multiple areas.IT Analyst II at a midsize US L/H insurer, which has been using the solution for seven years in multiple areas.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…4Technology…4Overall Customer Satisfaction…4Additional Client Comments…5About Novarica…5

AgencyPort AgencyPortal 2009Pages: 5Published: January 2009Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:AgencyPortal is a web-front end and new business solution for property/casualty insurers. There are 42 property/casualty insurers in production in the U.S.. Publicly-announced clients include W.R. Berkley, Farmers, Arbella, Louisiana Workers' Compensation Corporation, General Casualty, MEMIC, and others. The solution is profiled in Novarica Market Navigator™: US New Business Systems 2008 (Q4), published in December 2008.References for this Novarica Gold ACE Ranking included:Manager, IT Business Systems Projects at a midsize US property/casualty insurer, which has been using the solution for several months for underwriting.AVP Strategic Business Solutions at a midsize US property/casualty insurer, which has been using the solution for several months for distribution, as a quoting and submission portal.Marketing Technology Manager at a midsize US property/casualty insurer, which has been using the solution for a year for personal lines rating.AVP Underwriting Services at a midsize US property/casualty insurer, which has been using the solution for over a year for underwriting.Project Manager at a midsize US property/casualty insurer, which has been using the solution for 6 years for underwriting and operations.Business Systems Analyst at a small US property/casualty insurer, which has been using the solution for over a year for underwriting and marketing.VP/CIO at a midsize US property/casualty insurer, which has been using the solution for 3 years for commercial underwriting.Web Development Manager at a large US property/casualty insurer, which has been using the solution for over a year for underwriting and new business.Senior Manager at a midsize US property/casualty insurer, which has been using the solution for 4 years for agents, underwriting and policy automation.Underwriting Operations Manager at a midsize US property/casualty insurer, which has been using the solution for a year for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…3Organization…3Functionality…4Technology…4Overall Customer Satisfaction…4Additional Client Comments…5About Novarica…5

AcroSoft ICM (2008)Pages: 4Published: December 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Acrosoft Insurance Content Management (ICM) is a content management solution withdocument management, workflow and remote access capabilities. In addition todocument capture, storage and indexing, AcroSoft highlights the integrated rules-basedworkflow engine and reporting capabilities, as well as built in workflow analytics. Thesolution is in use by more than 40 insurers and self-insureds. The solution is profiled inNovarica Market Navigator™: US Insurance Document Management Solutions 2008(Q3).References for this Novarica ACE Ranking included:AVP at a midsize P/C insurer, which has been using the solution for 4 years for underwriting and accounting.Project Manager at a midsize P/C insurer, which has been using the solution for 4 years for underwriting, claims, and HR.VP Operations at a midsize P/C insurer, which has been using the solution for 3 years for underwriting and claims.EVP for a midsize P/C insurer, which has been using the solution for 3 years for underwriting, claims, and marketing.VP of claims for a midsize P/C insurer, which has been using the solution for 5 years for claims..Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

US Property/Casualty New Business Solutions 2008(Q4)Authors: Matthew Josefowicz & Tse Wei LimPages: 15Published: December 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available new business software solutions for US property/casualty insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.Over the last 10 years, the Internet has become the primary channel that insurers use to communicate with their agents. In a Novarica survey earlier this year of property/casualty CEOs, transactional agent portals were consistently cited among the most valuable technology investments from the CEO's point of view. These systems provide a secure channel for agent communication and transactions, especially the submission of new business.At its base, each of these solutions includes an Agent Portal, which provides a web-based environment for agents to submit new applications through an electronic form, as well as perform other activities like messaging with underwriters and managing client information.Some of these solutions also include Underwriter Workbench elements, providing an environment for underwriters to interact with submitted applications, or Rating Engines, which generate rates. Other New Business Solutions are designed to front-end existing underwriting and/or rating systems. Many include optional underwriting and rating components, so the insurer has the choice of maintaining its current internal environment. Some New Business Systems are also modular parts of Policy Administration System Suites, which typically include Rating and Core Policy Admin as well as an Underwriter Workbench. In order to be included in this report, a modular new business component of such a suite must have at least one customer who is using it without the suite's Core Policy components.Solutions in this report are separated into two categories: Pure-Play applications that focus on providing agent portals and do not include rating or other policy administration components other than possibly underwriter workbench functions, and Components which are part of broad policy administration system suites.Almost universally, these systems support ACORD and other XML, have modern user interfaces, based on AJAX, including such features as smart navigation, session management, data validation and pre-fill. Most also include quote management and iterative quoting capabilities and dynamic questioning. All support real-time import/export and bridging to agency management systems. When a solution does not have one of these capabilities, it is noted in the profile.Areas in which available solutions differ significantly in capability or approach include support for core-systems integration, communication tools for agent/underwriter collaboration, and dashboarding/reporting capabilities.CONTENTSIntroduction…2Market Overview…3AgencyPort…5CSC…6Duck Creek Technology…7FirstBest…8Horizon Systems…9Iter8…10MULTICO…11OneShield…12PlanetSoft…12Conclusions…14About Novarica…15

AgencyPort: AgencyPortal (2008)Pages: 4Published: November 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:AgencyPortal is a web-front end and new business solution for property/casualtyinsurers. There are 42 property/casualty insurers in production in the U.S.. Publiclyannouncedclients include W.R. Berkley, Farmers, Arbella, Louisiana Workers’ Compensation Corporation, General Casualty, MEMIC, and others. The solution will be profiled in Novarica Market Navigator™: US Insurance Agent Portal/New Business Systems 2008 (Q4) published in December 2008.References for this Novarica ACE Ranking included:Manager of IT Business Systems Projects at a midsize P/C insurer, which has been using the solution for .3 years for underwriting.AVP Strategic Business Solutions at a midsize P/C insurer, which has been using the solution for .5 years for distribution.Marketing Technology Manager at a midsize P/C insurer, which has been using the solution for 1 year for personal line ratings.AVP of Underwriting Services at a midsize P/C insurer, which has been using the solution for 1.5years for underwriting.Project Manager at a midsize P/C insurer, which has been using the solution for over 6 years for underwriting and operations.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

IDP IDP::Vision 2008Pages: 4Published: November 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:IDP::Vision is a property/casualty policy administration suite from IDP, a privately held company based in Wyncote, PA. The solution was launched in 1998 as Vision/21, and re-architected several times, most recently in 2007 as stand alone modules, now called IDP::Policy, IDP::Claims, and IDP::Billing. These modules are also available as a suite, IDP::Software. Vision, renamed IDP::Vision is an integrated hosted solution similar to IDP::Software but targeted at smaller insurers. Publicly-announced clients for IDP::Vision include Commercial Mutual Insurance Company (Vision/21) and Century National Insurance. More information is included in Novarica Market Navigator™: US Property/Casualty Policy Administration Systems 2008(Q2).References for this Novarica ACE Ranking included:VP IS at a midsize US property/casualty insurer, which has been using the solution for 12 years for underwriting, claims, collections & accounting.VP IT at a small US property/casualty insurer, which has been using the solution for 8 years for underwriting, claims and accounting.Treasurer at a small US property/casualty insurer, which has been using the solution for 14 years for statistics.Assistant Treasurer at a small US property/casualty insurer, which has been using the solution for 20 years for claims, policy, billing and reinsurance.VP at a small US property/casualty insurer, which has been using the solution for 10+ years for underwriting.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Gold Ranking based on 10 ResponsesVertafore ImageRight 2008Pages: 6Published: November 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ImageRight is an enterprise document management solution from ImageRight, Inc., a unit of Vertafore. It is in production at a wide range of life/annuity/health and property/casualty insurers across nearly all lines and product types at over 400 insurers, with over half the client base comprising property/casualty insurers under US$1 Bn in NWP, and another 25% made up of property/casualty MGAs. Current clients include Plymouth Rock, Massachusetts Property Insurance Underwriting Association, FCCI, Harleysville Mutual, AmComp and Magna Carta Companies.The solution is profiled in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3) published in August 2008.References for this Novarica ACE Ranking included:IT Director at a property/casualty MGA & Broker, which has been using the solution for 9 years in underwriting, claims, accounting and support.AVP at a large US property/casualty insurer, which has been using the solution for 2.5 years in underwriting, claims, accounting, systems and compliance.Senior Application Development Specialist at a midsize US property/casualty insurer, which has been using the solution for 6 years in Claims, TPA, Underwriting, Bonds, HR, and Corporate/Legal.COO at a property/casualty MGA & Broker, which has been using the solution for 1.5 years in underwriting.AVP at a small US property/casualty insurer, which has been using the solution for 5 years in Underwriting, Claims, Marketing, Finance.CIO at a midsize US property/casualty insurer, which has been using the solution for 4 years in Claims, Underwriting, and all support and administrative areas including Executive.IS Manager at a large US property/casualty insurer, which has been using the solution for 13.5 years in all business areas.SVP at a midsize US property/casualty insurer, which has been using the solution for 4 years in Underwriting, Claims, Reinsurance, and Producer Management.VP IS at a small US property/casualty insurer, which has been using the solution for 6.5 years for all functional areas.Computer Operations / System Administrator at a small US property/casualty insurer, which has been using the solution for 3.5 years in Underwriting, Claims, Marketing, Accounts receivable, and Administration.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…3Organization…3Functionality…4Technology…4Overall Customer Satisfaction…4Additional Client Comments…5About Novarica…6

Perceptive Software ImageNow 2008Pages: 4Published: November 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Perceptive Software's ImageNow is an enterprise document management solution which provides document intake, storage and indexing, as well as point-and-click workflow creation. The solution has more than 40 live clients, including Diamond Insurance Group, AmFed, Bankers Insurance Group, Premera Blue Cross and Braishfield Associates. Recent deals were publicly reported with Farmers Mutual Insurance, Risk Administrative Services, and Cypress Care. More detail on the solution and the company are provided in Novarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3), published in August 2008References for this Novarica ACE Ranking included:IT Special Projects Coordinator at a midsize US property/casualty insurer, which has been using the solution for 4 years for multiple business areas.Manager, IT Projects Development at a small US property/casualty insurer, which has been using the solution for 6 months for underwriting and claims and is implementing the solution enterprise-wide.Assistant Manager at a midsize US property/casualty insurer, which has been using the solution for a year company-wide.CTO at a small US property/casualty insurer, which has been using the solution for 2 years for underwriting and claims.Application Systems Architect at a midsize US property/casualty insurer, which has been using the solution for 2 years across the enterprise.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Executive Brief:Weathering the Storm: IT Strategies for a Challenging EnvironmentAuthor: Chad HershPages: 4Published: Oct 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:In recent weeks, the economy, equities markets, stock markets, and other financial markets have endured shockwaves that haven't been seen in more than a generation. From frozen credit markets to intraday swings of 1000 points or more in the Dow Jones Industrial Average, few companies have been immune to the tidal wave of economic news that has battered companies large and small, public and private, in the US and abroad.One of the earliest signs of the magnitude of the problem was the near-collapse of American International Group (AIG) virtually overnight. Until recently, AIG was one of the world's largest insurers based on market capitalization and held roughly one trillion dollars in assets. The effects of AIG's sudden contraction back to its core P/C business will likely have far-reaching impacts for the industry, not the least of which has been a lack of confidence in other carriers' liquidity and exposure to toxic assets like mortgage-backed securities and credit default swaps.While few carriers have had such dramatic plunges as AIG's drop in market capitalization from several hundred billion to just over five billion at one point, other carriers have been dramatically impacted, with some losing 20, 30, even 50% of their value in the course of a day. This in turn has severely limited carriers' ability to raise capital for activities ranging from acquisitions to general liquidity bolstering. Investors are concerned about what risky financial exposures carriers have exposure to, or even how general equity investments have fared (or at least their lack of predictability).As a result of the turmoil, carriers will likely be more conscious of their expense ratios for 2009, and more cautious in their spending. While P/C carriers are more sensitive to the overall economy in the form of a weak economy potentially dragging out a soft market that might otherwise have been leveling out by now, it is the life and annuity carriers who are facing the biggest challenge as their market weakens substantially for the next several years. This brief examines how each type of carrier can both mitigate the effects of the current crisis and in some cases take advantage of it by applying the right IT strategies to help weather the storm.CONTENTSChallenges for Carriers…2IT Strategies for Riding Out the Storm…2The Frostbite Effect…4Summary…4About Novarica…4

CSC VP/MS 2008Pages: 4Published: October 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:VP/MS is a product modeling and common calculation engine provided by CSC. VP/MS is primarily in production at life/annuity insurers, and the customer base is tilted towards larger carriers. Publicly announced live clients in the US include New York Life, Ohio National, American National, and Symetra among others. References for this Novarica ACE Ranking included:VP Systems at a large US life/annuity insurer, which has been using the solution for five years for new business.Manager of Product Infrastructure at a large US life/annuity insurer, which has been using the solution for 8 years for product implementation and development.VP IT at a midsize US life/annuity insurer, which has been using the solution for seven years for actuarial and underwriting work.IT Manager at a large US life/annuity, which has been using the solution for four years for Life services and distribution.Senior IT Manager at a large US life/annuity insurer, which has been using the solution for one year as a calculation engine for in-force illustrations.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:US Insurers 2009 IT Budgeting and Planning SnapshotAuthor: Matthew JosefowiczPages: 12Published: Oct 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The current economic crisis is affecting life/annuity insurers' IT planning more than property/casualty insurers', but effects are not likely to be crippling in either case.Operational effectiveness issues and support for growth strategies continue to have a stronger impact on IT planning than concern over the investment markets or the economic crisis.While many insurers are delaying or postponing IT initiatives, most of these are related to infrastructure or back-office functions. Customer-facing systems and core capabilities that directly affect competitiveness are mostly going ahead.Insurers continue to see business and IT working well together, but are concerned over the high volume of M&A in the vendor market.Interest in outsourcing, while not surging, seems to be growing slightly.This report is based on a survey of 40 insurer executives, conducted the first week of October 2008CONTENTSIntroduction…2Projected 2009 Budgets…3Effect of Recent Turmoil on Technology Planning…4Top Projects for 2009…5Projects Postponed…6Self-Diagnosing Internal Capabilities…7Vendors and Outsourcing…9Conclusions…11About Novarica…12

Hyland Software: OnBase (2008)Pages: 4Published: September 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: OnBase is an enterprise document management solution from Hyland Software, Inc. It isin production at a wide range of life/annuity/health and property/casualty insurers acrossnearly all lines and product types at over 100 insurers, most of which have less thanUS$1 Bn in premium. Current insurer clients include Allianz, Markel, Liberty, BeneficialLife, Hastings Mutual, PICA and Great American Financial. The solution is profiled inNovarica Market Navigator™: US Insurance Document Management Solutions 2008 (Q3)published in August 2008.References for this Novarica ACE Ranking included:Solution Architect at a large US life/annuity insurer, which has been using the solution for three years across all areas.Project manager at a small US life/annuity insurer, which has been using the solution for five years across all areas. Director of IT at a small US life insurer, which has been using the solution for six years in new business and customer service.VP of IT at a small US medical malpractice insurer, which has been using the solution in underwriting, claims, in-house law firm, and finance.IT Manager at a small US P/C insurer, which has been using the solution for five years in underwriting, claims, and distribution management. Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

CSC: AWD (2008)Pages: 4Published: September 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: AWD is a workflow and imaging system provided by CSC. AWD is primarily in productionat life/annuity insurers, and the customer base is tilted towards larger carriers. Publiclyannounced live clients include AEGON USA, Allstate, AIG, FBL Financial Group Inc.,Manulife Financial Corporation, Ohio National Financial Services, OneAmerica, PacificLife Insurance Company’s Life Insurance Division and Penn Mutual Life Insurance Co. Aprofile of the solution appears in Novarica Market Navigator: US Insurance DocumentManagement Solutions 2008 (Q3), published in August 2008.References for this Novarica ACE Ranking included: SVP at a large L/A insurer, which has been using the solution for 10 years for all insurance administration areas.Business Technology Manager at a large L/A insurer, which has been using the solution for 15 years for underwriting, new business, inforce transactions, claims, transfer agent, 529 plans, and account management.Manager at a midsize L/A insurer, which has been using the solution for 4.5 years for customer service, broker-dealer accounts, annuity new business, life new business, and producer compensation.Director at a large L/A insurer, which has been using the solution for 10 years for annuities, life, claim, RPS, contracting & licensing, accounting, agent comp., document management center, and broker dealer.Manager at a large L/A insurer, which has been using the solution for 13 years for new business, customer service, producer solutions, employer markets, and annuities.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

CSC Exceed Billing 2008Pages: 5Published: September 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Exceed Billing is a property/casualty billing solution from CSC which is sold both independently and as part of a full policy administration system suite. It has a total customer base of 14 insurers, including publicly announced customers AIG Agency Auto, Cincinnati Insurance Company, GEICO, PEMCO, Progressive, Safety Insurance Co., and State Auto Financial Corp. A profile of the solution appears in Novarica Market Navigator: US P/C Billing Systems 2008 (Q1), published in February 2008.References for this Novarica ACE Ranking included:IT director of P/C administration systems at a large multi-line P/C insurer that has been live with Exceed Billing for 7 monthsVP at a midsize multi-line P/C insurer that has been live with Exceed Billing for 2 yearsIT Business Leader at a large personal lines P/C insurer that has been live with Exceed Billing for 6 yearsVP/Director of IT at a large multi-line P/C insurer that has been live with Exceed Billing for 3 yearsSVP/CIO of a midsize multi-line P/C insurer that has been live with Exceed billing as part of a full Exceed implementation for 9 months Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…5

Research Report:The Future of Homeowners and Personal Auto Insurance: A Look Ahead One, Three, Five Years and BeyondAuthor: Chad HershPages: 20Published: Sep 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Thanks to a number of factors, personal auto has led the insurance industry down a path of change, for both technology and business. Homeowners has slowly embraced change as well, while most other personal lines have and will continue to lag these changes. The future will bring accelerated change, with laggards being forced to become fast followers and leaders innovating at a quickening pace as the fruits of their labors pay off.Technology is enabling the business changes that will have a significant impact to the bottom line in the form of improved loss ratios, improved retention, reduced claims leakage, and much more.This report includes tables highlighting the future-focused capabilities of the top five personal auto and home-owners insurers.CONTENTSIntroduction…2Overview…3Personal Auto Today…4Personal Auto Tomorrow…9Homeowners Today…14Homeowners Tomorrow…17Conclusions…19About Novarica…20

CSC Cyberlife 2008Pages: 5Published: September 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:CyberLife is a life insurance policy administration system from CSC which was launched in 1996 and re-architected in 2004. 45 North American life/annuity carriers currently use CyberLife, including 25 with over US$1 billion in NWP. Just over half the client base is using the latest version. A profile of the solution appears in Novarica Market Navigator: US Life/Annuity/Health Policy Administration Systems 2008 (Q2), published in May 2008.References for this Novarica ACE Ranking included:AVP at a midsize life/annuity insurer which has been using CyberLife for new business, customer service, and financial reporting for more than five years.VP of Systems at a midsize life/annuity insurer which has been using CyberLife for new business, underwriting, claims, and in-force services for ten years.Director of IT at a large life/annuity insurer which has been using CyberLife across all areas for ten years.VP of IT at a large life/annuity insurer which has been using CyberLife in new business and administration for eight yearsVP of IT at a large life/annuity insurer which has been using CyberLife in product development and in-force service for more than ten years.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…5

iPartners Insurance Scorecard 2008Pages: 4Published: September 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurance Scorecard is a SaaS business intelligence solution for property/casualty insurers from iPartners, a privately-held firm based in Alpharetta, GA. The total customer base for this solution is more than 20 P/C insurers, including publicly-announced customers Allstate, Colorado Farm Bureau, and others. A profile of the solution will appear in Novarica Market Navigator: US Insurance Business Intelligence Solutions, scheduled for publication in fourth quarter of 2008.References for this Novarica ACE Ranking included:CIO of a midsize multiline P/C insurer that has been live for 4 years, using the product across all insurance and corporate areasCIO of a midsize specialty lines P/C insurer that has been live for 1 year, using the product in underwriting and claimsCIO of a small multiline P/C insurer that has been live for 18 months, using the product across all insurance and corporate areas COO of a midsize commercial lines P/C insurer that has been live for 4 years, using the product across underwriting, claims, and productionCFO of a small workers compensation insurer that has been live for 5 years, using the product across underwriting and claims.Novarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Guidewire ClaimCenter 2008Pages: 5Published: September 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:ClaimCenter is a comprehensive claims management solution from Guidewire Software, a privately-held software company headquartered in San Mateo, CA. ClaimCenter is currently live and installed at 31 US P/C insurers (and several non-US), including publicly-announced customers GEICO, Amica, Hastings Mutual, and Kentucky Farm Bureau.References for this Novarica ACE Ranking included:CIO of a midsize workers compensation insurer who has been live with the solution for six monthsVP of technology of a midsize multi-line P/C insurer who has been live with the solution for one yearCIO of a midsize workers compensation insurer who has been live with the solution for three yearsAVP of a large multi-line P/C insurer who has been live with the solution for 18 monthsCIO of a midsize commercial lines insurer who has been live with the solution for two yearsNovarica Average Customer Experience (ACE) Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.CONTENTSAbout the Respondents…2Staff…2Organization…3Functionality…3Technology…3Overall Customer Satisfaction…4Additional Client Comments…4About Novarica…4

Research Report:Novarica Insurance Technology Research Council: Fall 2008 Meeting ReportAuthor: Matthew Josefowicz & Tse Wei LimPages: 16Published: Sep 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:At its fall meetings, 20 of the more than 70 insurer technology executive members of the Novarica Insurance Technology Research Council, shared their perspectives and experience in a broad range of areas, with discussions and presentations emphasizing agility and communication. Whether the topic was SOA, application portfolio management, staffing, or legacy extension, three themes stood out:Business/IT communication based on firm metrics is the basis for success.Iterate and control development and deployment.Be prepared for change: legacy business practices need to be re-evaluated and updated even more aggressively than legacy systems.This report summarizes the discussions and presentations for a broader audience while protecting participant anonymity.CONTENTSIntroduction…2Key Metrics for Insurer CIOs…3Data and Predictive Analytics…5Improving Speed-to-Market…6Trends and Issues in the Software Market…7Eight IT Trends Enabling Agility…8SOA and Personal Lines Rating…10Key Challenges at a Large Life Insurer…12Application Portfolio Management…13IT Staffing Strategies…14Enterprise SOA…14Conclusions…15About Novarica…16

Research Report:Trends & Issues in Retailing Variable Annuities: Moving from Tax-Advantaged Investments to Desirable Retirement Planning ToolsAuthor: Bob EllisPages: 17Published: August 2009Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Variable annuities are the right product for many households at this time in North America's economic and demographic cycle. The decline of the traditional pension, the recent increase ofrisk in financial markets and the uncertainty about how long clients may live all point to annuities as an important piece of any financial plan which seeks to add certainty and off-load risk in the post-asset accumulation years. The traditional sales approach for VAs presents them primarily as a tax-advantaged investment product, and fails to play to their real strengths in retirement planning. Despite the attractiveness of the product, variable annuities have a poor reputation among advisors, clients and the financial press, each of whom have different reasons for taking a dim view of VAs. This report discusses those issues, as well as industry product trends. A second report discusses solutions for both VA manufacturers and distributors. By working together to overcome the identified issues, manufacturers and distributors can cement the status of variable annuities as the optimal retirement product.CONTENTSIntroduction…2The Optimal Retirement Solution…3Current Status of Variable Annuities…5Importance of Guarantees and Options…8Current Sales Limitations…11Other sales issues with VA Products…14Conclusions…16About Novarica…17

US Insurance Document Management Solutions 2008(Q3)Authors: Matthew Josefowicz & Tse Wei LimPages: 17Published: August 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report provides an overview of the available document management software solutions for US insurers. The information in this report was collected directly from the solution providers using Novarica's proprietary universal RFI. The report contains a brief profile of each vendor solution listed in the contents, opposite.Despite the move towards structured data, paper and electronic documents are still the predominant information storage and transmission medium for insurers. Novarica defines "Document Management" solutions as those that are primarily concerned with managing documents received from outside the insurance enterprise (applications, underwriting requirements, claims materials). They typically include functionality for scanning and indexing, search and retrieval, workflow management, and integration with underwriting, claims, and customer service applications.Generally, insurers' document management strategies are part of a workflow optimization strategy. Insurers need to make sure that their critical case documents (primarily underwriting and claims) are accessible to any staff that may need to access them, when they need to access them. The provider marketplace is diverse, ranging from smaller, insurance-focused enterprises to large public firms with significant insurance expertise. While other sectors of the insurance technology marketplace are in the midst of an active consolidation, the document management sector is a bit less dynamic, since many of the major players have either already been acquired (DST/AWD by CSC in 1993, Documentum by EMC in 2003, FileNet by IBM in 2006, ImageRight by Vertafore in 2007) or are too horizontal to rate highly on the shopping lists of the M&A folks in the insurance technology space. For more on activity in this space, see Insurance Software M&A Kicks into High Gear (May 2008).CONTENTSIntroduction…2Market Overview…3AcroSoft…5Cabinet NG…6CSC…7EMC…8Hyland Software…9IBM…10Open Text…11Perceptive Software…12Pitney Bowes Business Insight…13SunGard…14Vertafore…15Conclusions…16About Novarica…17

Executive Brief:Issues in Data Security for Insurers: Securing the Last MileAuthors: Chad Hersh & Steven KayePages: 4Published: Jul 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:While many insurers have made significant strides in securing their own infrastructures in response to legislative and market pressure, the next challenge remains largely unaddressed, securing the independent agent laptop.Insurers must consider the risks of this "last mile" and take steps to make sure that customer data and documents controlled by their appointed agents are not at risk of compromise.This executive brief provides an overview of the issue and a brief sample checklist. It is intended to raise the issue for insurer security executives and staffers and remind them of the risks that lie beyond the firewall.CONTENTSThe Cost of Security…2"The Last Mile"…3The Weak Link: Independent Agent Laptops…3Sample Checklist…3About Novarica…4

Research Report:Formalizing IT: The Value of ITIL, CMMi, and PMP for Insurer IT GroupsAuthor: Matthew JosefowiczPages: 9Published: Jul 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurer IT groups are putting increased emphasis on process control and project management. Formal methodologies, including PMP, ITIL, and CMMi can be valuable tools in improving these areas.This report draws on a survey of 21 members of the Novarica Insurance Technology Research Council, a moderated knowledge-sharing community of senior insurance IT executives, to provide insights on the relative adoption rates and perceived values of these three leading methodologies. It includes quantitative survey results and qualitative comments, as well as publicly-reported industry examples, and finds that these methodologies are delivering improvements in business/IT/communication, systems quality, project delivery times, and governance.CONTENTSIntroduction…2About the Formal Methodologies…2Industry Examples…4Research Council Perspective…5Conclusions…8About Novarica…9

Research Report:Web 2.0 in Insurance: Finding Real Business Value Today and TomorrowAuthor: Matthew Josefowicz &

Research Report:Improving Speed to Market for Variable AnnuitiesAuthor: Matthew JosefowiczPages: 10Published: Jun 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Speed to market is a universal business priority for variable annuity writers, especially those competing for wallet-share among independent distributors. Inflexible core systems that require cumbersome modifications and extensive testing to manage changes are one of the biggest impediments to improvements, but effective IT process management and proper control of disparate, non-IT-related processes are equally important challenges.This report, based on interviews with leading annuity writers, is designed to give annuity writer executives and staff a high-level holistic view of the new product introduction process, and to identify some of the key issues that they may want to consider in improving their own processes.CONTENTSIntroduction…2Measuring the Value of Speed to Market…3Examining the Process…4Technology Issues and Successful Initiatives…7Organizational Issues and Successful Initiatives…8Conclusions and Checklist for Improvement…9About Novarica…10

Executive Brief:Insurance Software M&A Continues to Roll: Oracle Buys SkywireAuthors: Chad Hersh & Matthew JosefowiczPages: 4Published: May 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Oracle's just announced acquisition of Skywire Software, coming on the heels of its announced acquisition of AdminServer last month, underscores the commitment that a major global technology player is making to the insurer software application space, which has the potential to speed the consolidation of this highly fragmented space. Oracle appears to be positioning itself as it has in other industries: as a one-stop-shop for vertical applications as well as horizontal back-office and functional applications.This acquisition is likely to drive changes in strategy among Oracle's direct peers, as well as insurer software portfolio companies and financial investors active in the space.CONTENTSOracle Declares its Ambitions Unambiguously…2Background: Oracle in Insurance Core Systems…2Why Skywire?…2Rationalizing the Portfolio…3The Market and Other Players…3What's Next?…4About Novarica…4

Research Report:Insurance Software M&A Kicks into High Gear: Oracle Buys AdminServerAuthors: Chad Hersh & Matthew JosefowiczPages: 6Published: May 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Oracle's acquisition of AdminServer is a significant departure from the pattern of acquisitions seen in the market in recent years, and may set off a new wave of insurance software M&A.This report provides an overview of the key players who will be taking notice of this acquisition - the insurance vertical portfolio holders, the horizontal tech giants, and the private equity and venture funds which have entered the market in the last few years.Companies discussed include: Accenture, CSC, CGI, Fiserv, IBM, Microsoft, Oracle, SAP, SunGard, Tata, and others.CONTENTSIntroduction…2Oracle and Insurance: No More Accidental Acquisitions…2The Market…2The Portfolio Players…3The Tech Giants…4The Financial Investors…5What's Different This Time?…5About Novarica…6

Research Report:The Business Case for Modernizing Insurance Core SystemsAuthors: Chad Hersh & Matthew JosefowiczPages: 11Published: May 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Legacy system replacement is no longer a matter of weighing reduced maintenance costs against license and implementation costs and the project risks of replacement.A broader understanding of the value of modernized systems, including advantages in data quality, time-to-market, service speed, and workflow, as well as a reduction in project risk through better project management and more psoitive industry experience, is allowing insurer IT executives to work closely with their business partners to create compelling business cases for legacy replacement.This report draws on years of experience, conversations with CIOs, and published success stories, to help insurers understand how to construct compelling business cases for legacy system modernization.CONTENTSIntroduction…2The Traditional Paradigm…4The New Paradigm…6Building the Business Case and Assigning Value to the Elements…7Industry Examples…9The Financial Investors…5Conclusions…10About Novarica…11

Executive Brief:What to Expect When You're Expecting Your Software Provider to be AcquiredAuthors: Chad Hersh & Matthew JosefowiczPages: 4Published: May 2008Price: $500Download previewClick here to purchase this report.Report Summary:A new wave of M&A in the insurance software marketplace is underway. Novarica projects that more than 10 important providers of insurance core applications will change hands before the end of 2008. At the same time, insurers are turning to the vendor community to help them resolve critical business issues around time-to-market, service levels, process efficiency, and data mastery.In a conservative industry like insurance, this wave of change in the solution provider marketplace may cause anxiety and inaction, as insurers wait for the dust to settle before proceeding with strategic vendor relationships. But with a deeper understanding of the types of transactions occuring and the drivers behind them, and with the right contractual protections in place, insurers can reduce the unknowns and risks of working with vendors in this marketplace.CONTENTSUnderstanding Buyer Motivation…2How Insurers Can Protect Themselves…3About Novarica…4

Research Report:MicroInsurance: Challenges & OpportunitiesAuthors: Matthew Josefowicz & Tse Wei LimPages: 17Published: Apr 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Microinsurance is both a regulatory requirement for insurers operating in certain high growth markets and an important element of a long-term global growth strategy as today's global poor become tomorrow's mass market.However, insurers entering the market today are operating in a truly new environment in which pricing, product design, distribution, operating model, and technology all differ widely from established models.This report draws on direct conversations with industry participants and distills a large volume of information created to address microinsurance in the context of international development into key points for insurer executives planning their microinsurance strategies.CONTENTSIntroduction…2Market Overview…4Product Overview…6Understanding the Challenges…8Rethinking Value for Microinsurance …10Distribution Strategies…11Technology Strategies…13Conclusions…16About Novarica…17

Research Report:The Indecision Cycle™: Avoiding ROI Erosion Before the Project StartsAuthors: Chad Hersh & Matthew JosefowiczPages: 10Published: Apr 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:In the Insurance Technology Indecision Cycle, each poor process or bad decision is compounded by the next one. The end result is usually either a failed project, a project which has lost executive sponsorship and never gets launched (in which the insurer has at least cut its losses) or at best, a project that is successfully implemented but suffers from a severely eroded ROI as unrealistic expectations for business value and cost are not met.This report draws on direct experience of dozens of vendor selection projects to explain the Indecision Cycle, help insurers recognize when they are at risk of getting stuck in it, and shows them how to escape.CONTENTSIntroduction…2Background: "It's a Risk Averse Industry"…2The Indecision Cycle…3Impacts of the Indecision Cycle…5Composite Case Studies Data…6Escaping the Indecision Cycle…8Concluding Thoughts…9About Novarica…10

Research Report:How New Data Sources and Predictive Analytics are Changing Insurance UnderwritingAuthor: Matthew JosefowiczPages: 12Published: Mar 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurers are moving from an era of data scarcity to one of data abundance, and need to adapt their mindsets and practices to their new environment. Insurers

Executive Brief :Midsize Canadian P/C Insurers and Technology: Virtual Focus Group Results 2008Author: Matthew JosefowiczPages: 4 Published: Feb 2008Price: $500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This Novarica Executive Brief was produced with Insurance Canada in preparation for the"Innovation: A Business Technology Partnership" conference held in Toronto on February27, 2008. Attendees were invited to complete a short online survey with different sets ofquestions for insurers/reinsurers, agents/brokers, and solution providers.While the respondent group was too small to serve as a statistical sample of the industry,it does provide an interesting set of data as a "virtual focus group" that highlights someinteresting points about midsize Canadian P/C insurers' and brokers' relationships withtechnology.These insurers see technology as a key to supporting their distribution channels and ashaving great potential to assist in their strategic development. They are excited about thepotential of BPM and SOA. At the same time, more than one-third of their technologybudgets are spent on corporate systems, desktops, and other infrastructure areas ratherthan creating and delivering new capabilities.Agents and brokers are looking to these carriers to provide more transparency into theunderwriting process, and to integrate more smoothly with their own systems. They haveseen web-access and imaging-based workflows make a real, positive impact on theirbusiness, but are less aggressive about IT overall than insurers. Solution providers seem tohave a good read on the needs of their potential customers, although they may be underestimatingthe importance of SOA support.

Research Report:Life Insurance in China and India: Market Trends and Distribution ChallengesAuthor: Matthew Josefowicz, Sam Radwan, Tse Wei Lim Pages: 12Published: Feb 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:The rapid growth of the middle class in India and China is driving unprecedented growth in the life insurance market in these countries, with the combined market expected to exceed USD 450Bn by 2025.While US and European insurers are rushing to take advantage of this explosive growth, many are ill-prepared for their unique distribution challenges. Success depends on adapting recruitment, retention, compensation and technology strategies to the realities of these emerging markets.This report is designed to familiarize western insurer executives with the trends and issues in these markets and to highlight some of the successful strategies that their peers and successful local competitors are adopting. It provides data on market participants and examples of recent technology investments and strategies to support distribution.The key areas of focus for life insurers distribution strategies in these volatile markets should be agility in business processes and technology, control over customer data, an understanding for the need for short-term profitability, and the value of actively supporting agents with marketing and cross-selling initiatives.CONTENTSIntroduction…2China: Market Summary…3India: Market Summary…6Agent Recruiting and Retention…9Technology Strategies…11Conclusions…12

Research Report:Insurer CEOs on Technology: Property/Casualty Survey Results 2008Author: Matthew JosefowiczPages: 18Published: Feb 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:This report is based on a survey of 59 US P/C insurer CEOs conducted in January 2008. Respondents ranged across all lines of business and company sizes.Among the key findings of the survey:CEOs recognize the impact of technology on policyholder service and distribution, but undervalue the potential in product development and marketing.Small and midsize insurer CEOs are often completely unfamiliar with new technology areas like SOA and Web 2.0.Most insurers seem to underestimate the technology savvy of their customers.Transactional agent portals and imaging systems are commonly regarded as the most important technology initiatives of recent years.The survey results show the P/C insurer CEOs are most likely recognize and value the role of technology in communication, where its transformative effect has been most evident over the last ten years.The next stage for insurers is to turn their attention to fully leveraging the capabilities of modern technology in analysis in order to understand product and customer profitability at a deeper level, and be able to manage their businesses accordingly.CONTENTSIntroduction…2Key Findings…3Attitudes and Opinions…4Areas of Biggst Impact, Impact of Specific Technologies, User Sophistication, Best Recent InvestmentsE-Business…9Agent Portals, Agency Management System Transcations, Policyholder Online Self-ServiceManaging IT Organizations…13Reporting Structure, Staffing Levels, MetricsConclusions…17About Novarica…18

Research Report:Insurance Software Activity 2005-2007: Distribution, Rating/Underwriting/Policy Administration, and WorkflowAuthor: Matthew JosefowiczPages:17Published: Jan 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary: This report provides an overview of recent activities inthe complex insurer software market. It analyzes 433 publicly reportedinitiatives at 335 insurers in the USand Canada,involving 161 software vendors in three categories: distribution, rating/underwriting/policy administration, and workflow. The sections of the reportlist notable vendors and insurer activities in each functional area for eachsector of the industry.In life/annuity/health, the most activity is indistribution, including innovative areas like mobile and SFA for largecompanies, with some direct-to-consumer e-business systems among smallerhealth insurers. Core system activity is primarily in pilots, notreplacements, and workflow investments pre-date 2005 among large companiesand are limited at smaller ones.Inproperty/casualty, large companies have not actively embraced vendedsolutions in distribution or core systems, and most workflow investmentspre-date the sample period. But smaller P/C insurers have invested heavily inall three areas, including core system replacement, where more than 25vendors actively serve the market.CONTENTSIntroduction…2Overview of Data…3Large Life/Health Insurers…4Smaller Life/Health Insurers…8Large Property/Casualty Insurers…10Smaller Property/CasualtyInsurers…12Looking Forward…16

Research Report:Key Metrics for Insurer CIOsAuthor: Matthew Josefowicz Pages: 11Published: Jan 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Insurer CIOs are using more sophisticated metrics to manage technology groups and their relationships with their business peers.Cost metrics are the most widely used, but an over-focus on them risks pigeon-holing IT as a cost center rather than a strategic partner. Performance metrics are important for managing IT, but of limited use in communicating value to business peers. Value metrics are often difficult to collect data for, but are the most important tool in ensuring business/IT partnership.Insurer CIOs must devote resources to tracking user satisfaction, realized ROI, and business impact of newly created technology capabilities if they are to be (and be regarded as) effective partners.CONTENTSIntroduction…2Classes of Metrics…3Cost Metrics…5Performance Metrics…6Value Metrics…7Conclusions…11

Research Report:SOA in Insurance: Creating and Communicating Business ValueAuthor: Matthew Josefowicz Pages: 10Published: Jan 2008Price: $1,500Download previewClick here to purchase this individual report.Click here to purchase this report.Report Summary:Despite the hype over SOA'stransformational potential, insurer business and technology executives need to understand both the short-term and long-term potential value.This report provides an alternative to the traditional view of "SOA Maturity Levels" and stresses that the formulation of an SOA strategy must reflect business strategy and business mandates for change.SOA has a record of creating business value across the industry whether used for services-based application integration, application componentization, or as a basis for developing a business process architectureThis report cites public examples with real quantitative success metrics across all three of these areas from companies like AAA Carolinas, Allstate, Guardian Life, Hanover, MetLife, Mutual of Omaha, New York Life, Penn National, Swiss Re, and The Hartford.The report also stresses the importance of metrics and provides guidance and examples of how to develop and maintain metrics to communicate the value of SOA to business executives.CONTENTSIntroduction…2SOA for Insurance 101…3Re-Contextualizing "SOA Maturity" to Focus on Business Value…4Examples of Creating Business Value…6Building the Business Case…8Tracking and Communicating the Value…9Conclusions…10