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The CSIO Portal is now coming close to its first production release, and some insurers are placing bets on its functionality. Other insurers have developed robust, secure Internet enabled facilities for proprietary connections. Some are doing both. Brokers are weighing options with carrier connectivity and offering e-services to clients. And leading suppliers are web-enabling existing products, and creating new services to utilize the rapidly advancing array of Internet services. Will these all come together to promote efficiency, or create a new landscape of disconnected technologies and processes? Join us to hear these topics from our expert speakers.

Seminar Topics

8:30	Welcome: Doug Grant Insurance-Canada.ca
8:40	Underwriting Performance and Cost Reduction begins and ends with an integrated process in a broker-company link: by Glen Piller, iter8 Incorporated.
The path to real time online broker linkage starts with a look at distribution and underwriting objectives. Sales effectiveness, client retention, cost reduction, lower loss ratio targets fuel high performing companies' strategies for technology deployment. Underwriting quality and operational costs can be improved significantly by looking first at client-broker interaction through to company fulfillment. Currently the process is filled with errors that stem from workflow loops and manual touch points that even immediate online access to policy and billings systems cannot correct. Companies today can provide brokers an integrated capability to accurately quote, bind, and make policy changes, while consistently applying underwriting, product offer and rating rules automatically. Companies today are achieving all this with the key ingredient: easy, low cost maintenance by business users. Glen Piller will explore strategies and successes in achieving this without engaging in expensive, lengthy, IT projects.
9:00	An Insurer's Journey to the Portal and Beyond: by Jamie Chevrier, Lombard
How Lombard's use of internet based technologies has supported the retail business strategy and the impact on our broker partners. Dealing with broker readiness Contending with the "proprietary solution" stigma The challenge of 3rd party rating solutions Alignment with future industry solutions
9:20	Improving the Underwriting Process for Specialty Products, while Enabling Brokers for Better Customer Service: by Michael Hornick, Insurance Systems Inc.
ISI's web based "Cargo Insurance" product - used by CNA Insurance in North America and Europe, proved that great efficiencies can be gained by utilizing the web to underwrite and issue insurance documents. SI's new web platform webwriter now provides insurers with a cost effective model for further reducing duplication of effort between brokers and underwriters while at the same providing insurers with "smarter underwriting" tools. The ISI presentation will demonstrate how insurers can think of their underwriters in a new paradigm - as "webwriters" - vastly increasing both insurer and broker productivity within the current policy delivery framework and without jeopardizing tight underwriting or benefits gained from utilizing CSIO. Particularly for small premium based policies - and products not currently supported by CSIO (i.e. commercial policies) the cost of delivering new business is far higher than it need be. . . With "smarter underwriter tools" the underwriting process has a "referral mechanism" whereby risks which fall outside a broker's or internal underwriter's allowed limits, are automatically referred to the appropriate underwriter. Industry and open standards are used when available example: CSIO download is used within the webwriter framework.
9:40	Technology from the Brokers' Perspectives: by Lee Slack and Michelle Cole-Kennedy, Applied Systems
Over the years, brokers have braved many challenges in servicing their customers, as well as developing and maintaining a strong relationship with their Companies. Broker solutions have evolved from Company dial-ups to current EDI initiatives. Today, the future holds much promise with the CSIO Portal and various Company web initiatives. At Applied Systems Canada, we work closely with the insurance industry to ensure your business takes full advantage of these new initiatives. We will bring a fresh perspective on how technology can impact the broker-company relationship for the present and future.
10:00	break
10:15	A Specialty Claims Process and the Insurance Environment: by Paul Timoteo, 43r.ca
10:35	Processes and Information cross Organizations; IBC's Uninsured Motorist Project: by Alan Boyes, IBC
The industry remains on track for the implementation of the Uninsured Vehicles Project. In Fall 2002, the Ontario Ministry of Transportation (MTO) will begin to electronically verify the existence of mandatory road coverage for licence plate renewals of 1981 and newer, individually owned or leased private passenger plated vehicles by checking against the information held at the Insurance Bureau of Canada (IBC) on behalf of the insurance industry. As part of its ongoing commitment to improving road safety, MTO remains strongly committed to finding effective and innovative ways to reduce the incidence of uninsured vehicles on Ontario's roads. MTO looks forward to a successful launch of the Uninsured Vehicles Project with IBC and all of its key participants in the insurance industry. Critical Coverage Reporting (CCR) is a procedure whereby brokers, agents and insurers send time-sensitive changes to mandatory coverage directly to IBC. The need for the immediate update to the database is to prevent delays for clients who leave insurance offices and proceed directly to MTO to renew a licence. If the MTO office can't find proof of insurance, even if it exists, customers could be refused. IBC provides three electronic methods for submitting Critical Coverage Reports that will be reviewed during the presentation.
10:55	Unified Business Services: by Chris Hoar, DWL Incorporated
As insurance companies are moving towards providing more self service functionality to brokers and consumers they are faced with the challenge of integrating multiple channels with multiple disparate back end systems. DWL has become a leader in the industry by assisting these companies to enable multiple distribution channels with online realtime transactions against existing legacy administration systems through innovative approaches and leading edge software. This session will provide an overview of how leading edge insurance companies are providing a consolidated view of the client's portfolio with full update transaction capability across multiple existing systems by implementing 'Unified Business Services'.
11:15	break
11:30	CSIO and Insurance Portal Update: by Klaas Westera, CSIO
Over the last 15 months, the CSIO Insurance Portal has slowly but surely been moving from dream into reality. The development is now virtually complete and we are moving quickly into the testing stage. Soon, we will begin to see its rollout to the field signalling the beginning of a new and modern form of communications within the broker driven insurance industry. With that in mind, the timing is probably opportune for a high level review of the Portal and its status. This session will provide a high level overview of how the Portal came into being and what its first phase includes. It will explain how the Portal will be used within the broker's office and what the key benefits and costs are. The Portal's critical success factors, current status and rollout plans will be discussed leaving time for questions from the audience.
11:55	Benefiting from the CSIO Insurance Portal: by Bob Hornick, CIM-Data Ltd.
Bob will reveal some of the business reasons why the "Promise of EDI" failed and why the Portal may be more successful in achieving improved efficiency in the Broker Channel. He will also discuss the impact of the new XML standards and how they may affect continued EDI development by vendors and companies. He will describe the types of brokerages that may reach the maximum benefit from the Portal and will describe some of the factors that should be considered when measuring how much of an improvement to brokerage efficiency the Portal might provide. The basic Portal structure is now almost assembled, but there is a significant lag in getting companies to put their rates on the Portal. Bob will detail some of the financial and technical hurdles companies must face to get their Portal rating engines up and running, and outline how CIM-Data's Portal Rating Engine and service is progressing. Bob will also discuss how The CIM-Data solution can help companies develop a low-cost, early presence on the Portal.
12:15	Brokers, the CSIO Insurance Portal and Beyond: Harry Binks, President, Binks Insurance Brokers Ltd., and Chair, IBAO Technology Committee
Broker readiness, from experience and backed up by the results of the IBAO Technology QuickSurvey - What it will take to attract brokers as Portal consumers ( and keep them) The state of re-intermediation with Broker Web sites Full Electronic Delivery to the End-Client - the Completely Paperless Policy
12:45	Close: by Doug Grant Insurance-Canada.ca

Seminar Sponsors:

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Speaker Information

Harry S. Binks A.I.I.C., C.I.B., C.A.I.B., C.R.M, - President, Binks Insurance Brokers Ltd.

Harry has many years experience in the insurance industry, serving a wide range of clients as an insurance broker, and working with a number of industry groups and associations to improve the quality and efficiency of the insurance distribution process.

Harry is presently president of Binks Insurance Brokers in Ottawa. Binks Insurance celebrated 84 Years in 2002, providing clients and insurers with stability and experience in dealing with their insurance matters. Harry is also Chairman of Millenium Credit Risk Management, Ltd., which is at the forefront of provision of Credit & Political Risk Insurance, both domestically and for export projects. He also serves as Chairman of Binks Life & Health Risk Insurance Ltd.

Harry has continually pushed the envelope of technology in his brokerage operations and within the industry, in order to allow insurance professionals more time to deal with client concerns. He was on the Board of CSIO for three years, serving as its president in 1992-1993, and Chairman in 1993-1994. Harry has also been active in the Insurance Brokers Association of Ontario, and presently serves as Chairman of the IBAO Technology Committee.

Harry took his Bachelor of Commerce with Honours from Queen's University in 1977. Harry is active in a wide variety of community activities in his home city of Ottawa, including the Canadian Association of Family Enterprise. Harry has 3 daughters and is an avid golfer.

Alan Boyes Vice President, Special Assignments, Insurance Bureau of Canada

Alan works in the Insurance Information Division of the Insurance Bureau of Canada (IBC). He previously served as Senior Vice President, Business Development and Marketing at the Insurance Information Centre of Canada (IICC) before it merged with IBC in June 2001 and as the Acting President of the Centre for Study of Insurance Operations (CSIO) for an eight month period that started in November 1998.

Prior to commencing his duties at IBC, IICC and CSIO, Alan spent over 31 years with Commercial Union Assurance Company of Canada that is now part of CGU Group Canada Ltd. following a merger that took place in 1998. He served in a number of senior management positions, most recently as Vice President, Systems Development. His experience includes positions in underwriting, marketing and administration during assignments based in Quebec, British Columbia and Ontario.

Michelle Cole-Kennedy Director, Training and Services, Applied Systems Canada Inc.

An executive of Applied Systems Canada Inc., Ms Michelle Cole-Kennedy has 15 years experience in the insurance industry and has worked at both the broker and company level. Ms. Cole-Kennedy has worked for Applied Systems Canada for 12 years in Services, Information Technology and Development. Some specific accomplishments include:

• Adept in Relationship and Project Management

• Successfully developed innovative standards in Client Relationship Management (CRM)

• Developed Strategic Organizational Technology Plans for Brokers

In addition to her consultative responsibilities, Michelle also oversees the following divisions, Information Technology, Support Services (Call Centre), Training and Development, Technology and Design as well as the newly formed Applied Consulting Services.

Jamie Chevrier Vice President, Retail Personal Lines, Lombard

In the position of Vice President, Jamie is accountable for the Canada-wide operations of the retail personal lines business distributed through Lombard's broker partners. Increasingly complex and competitive, Jamie introduced Lombard's "Ease of Doing Business" strategic initiatives in 2000 now being launched throughout Canada.

Jamie's tenure in the industry includes experience in a variety of related environments - broker, reinsurance and insurance systems. She has developed expertise in insurance business process and enabling technologies. Jamie has been instrumental in leading Lombard's EDI (electronic data interchange) initiative and in establishing Lombard's interactive web-based broker site in 1997 – a first in the industry.

Jamie holds a Bachelor of Science degree from the University of Toronto. Jamie is also an alumnus of the University of Western's Richard Ivey School of Business where she completed the Operations Management Program.

Chris Hoar Vice President, Client Relations DWL

In his role at DWL, Chris oversees numerous projects with DWL Clients helping them achieve their strategic goals by leveraging DWL's products and services. In this capacity, Chris has had direct experience in helping Life and P&C companies through the transition towards 'client centric virtual financial services' using Unified Business Services (UBS).

Chris has been in the insurance industry for over ten years in various roles in sales and marketing roles and prior to DWL Chris held senior management positions at SOLCORP and IBM.

Bob Hornick President, CIM-Data Ltd.

Bob has a wide technical background with over 22 years experience in Insurance Brokerage Management Systems. His formal education includes an Honours Un-Specialized Science Degree in mathematics, statistics, and the physical and biological sciences. Bob's many accomplishments include teaching electronics and the publishing of two books on Electronics Repair.

His activities at CIM-Data have included sales, marketing, training, system maintenance, system development, and executive duties. Bob created the high performance programming language and database system used in the CIM-Data System, was the first vendor to join CSIO, and has been a regular member of CSIO study groups and workshops since its inception. In 1995, CIM-Data became the first vendor to be fully certified on all seven CSIO EDI functions and in 1997, became the first vendor to reach "No Outstanding Issues" status in the CSIO EPVF meetings.

Throughout his career, Bob has travelled extensively across Canada visiting brokers. His main objective is to improve efficiency in brokers' offices by deploying high-performance, highly reliable systems, at an affordable cost.

Michael Hornick Vice President of Business Development, Insurance Systems Inc.

Michael has assisted over 300 insurance brokerages throughout Canada to successfully implement their internal management systems. More recently, he headed the design and implementation team responsible for implementing Web based ISO 9000 management systems into several fortune 500 organizations across Canada and the United States and Brazil.

As Vice President of Business Development at ISI, Michael is involved in the sales/marketing and design of ISI's new Web based insurance management platform - webwriter.

Glen Piller President and CEO, iter8 Incorporated.

In 2000 Glen joined the team as a founding shareholder to lead iter8 to be the provider of choice for insurance companies seeking solutions to reduce operating costs and increase profits.

Prior to joining iter8 Glen served in the insurance industry as a senior executive of Distribution and Claims. He is skilled in the development of business strategy and state of the art operations for direct response, worksite direct insurance, and broker distributed business models, with over 18 years directly involved in the Life and Property Casualty Insurance industries.

Glen has guided the company to deliver solutions to the insurance industry that enables them to provide their distribution channels the capability to quote, bind, sell and make policy changes online in real time, while consistently applying their underwriting and rating rules. Through iter8's innovative Definition Driven Development (D3) methods, Insurance Companies can solve the maintenance and integration issues that multiple technologies and programming languages create, ensuring rapid implementation, quick return on investment without the risk of destabilizing existing systems.

He serves as company spokesperson and provides vision, and direction for all areas of the company.

Lee Slack Director, Product Development, Applied Systems Canada Inc.

An executive of Applied Systems Canada Inc., Ms. Lee Slack has 15 years experience in the insurance industry, working for the broker community and insurance companies. With a background in programming and project management, Ms. Slack has worked for Applied Systems Canada for 8 years. Some specific accomplishments include:

• Expertise in Technology Implementation

• Has successfully deployed over five major versions of The Agency Manager® software

• Has Built Strategic Alliances with Insurance Companies and Vendors

In addition to her role at Applied Systems Canada, she is an active member of CSIO.

Klaas Westera President, CSIO

Klaas Westera has a 28 year background in information technology. Since 1976, he has applied this knowledge to the task of delivering a competitive advantage to the Independent Broker Distribution Channel through automation and workflow improvements.

In the private sector, Klaas has been involved in the design, delivery and support of brokerage automation products and services, company underwriting information services and pre-insurance inspection services. As General Manager and Vice President of Delphi Information Systems (formerly Redshaw) from 1986 through to 1996, Mr. Westera managed all Canadian operations. From then until 1999, he performed a variety of functions for CGI Insurance Solutions and Services, including internal business consulting, product management and strategic planning.

Mr. Westera's industry standards activities began twenty years ago with the ACOS change form followed by years of active CSIO committee work. As President of CSIO since the summer of 1999, Mr. Westera has overseen a dramatic growth in CSIO standards and services. Over that time, CSIO has expanded its standards from the original EDI and forms to include new standards for XML, web screen standards and terminology. These 5 standards are now all incorporated into the CSIO Insurance Portal which Mr. Westera has been championing since inception as an idea.

A graduate of Brock University in St. Catharines Ontario, Mr. Westera holds a Masters of Science degree in theoretical physics.

Hosts and Presenters

Patrick Vice, Risk and Insurance Electronic Commerce Consultant

Patrick has over 20 years experience enabling electronic commerce in the risk management and insurance communities. He works with insurance companies, risk managers, insurance brokers, and technology suppliers to successfully define, market, and implement projects and programs to realize the benefits of existing and emerging technologies. For a more extensive biography.

Doug Grant MBA CIP, Consultant, Insurance-Canada.ca

As a keen analyst of computer and networking evolution for more than thirty years, and the opportunity and impact on the insurance industry, frequent industry speaker, columnist, and consultant, Doug is cognizant of the changes that are occurring in the Internet insurance world. As a principal in the Insurance-Canada.ca Web site, he brings a unique perspective to the session. For a more extensive biography.

Patrick and Doug will be host of the seminar and will welcome and set the stage, build the linkages between topics, and then provide conclusions and points to ponder at the end of the session.

(Examples will be used throughout)

Questions? call Doug Grant 416-921-7756 or email at doug.grant@insurance-canada.ca

See a list of our Previous Seminars.

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