CSIO 2014 Annual Report

2014

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TABLE OF CONTENTS

MESSAGE FROM THE CHAIRMAN 02MESSAGE FROM THE PRESIDENT & CEO 04BOARD OF DIRECTORS 05MEMBERS 06ADVISORY SERVICES 07 eSIGNATURES 07 MOBILE WEBSITES 08 eMAIL SECURITY 09 CSIO CERTIFICATION 11 CSIO eXCHANGE 12TOOLS 13COMMUNICATIONS 16CSIOnet 17INDUSTRY STANDARDS & FORMS 18

Mission We deliver leading-edge technology standards and solutions in order to continuously improve the consumer’s ease of doing business within the broker channel.

VisionCSIO is a highly respected organization that delivers leading-edge technology standards and solutions, enabling excellent customer experience through the broker channel.

CollaborativeWorking together toward our common interests while recognizing the competitive nature of the industry.

ProactiveRecognizing industry challenges and influencing them within our scope.

ResponsiveDelivering timely, relevant solutions.

DisciplinedApplying good governance at all levels of the organization, resulting in focused execution.

The CSIO Values

The CSIO Values

02 CSIO 2014 ANNUAL REPORT MESSAGE FROM THE CHAIRMAN

Looking back on 2014, we have much to be proud of at CSIO. It was a year of exciting technological advances and notable adoption of CSIO standards and solutions through-out the broker channel, improving the competitive position of all members.

A Growing MandateTechnology continues to be an area of focus for the insurance industry, particularly as it opens up opportunities to streamline workflow and improve customer service. To support its members, CSIO formally expanded its mandate with the launch of its Advisory Services to provide technology education, advocacy and promotion.

This mandate expansion marks the completion of CSIO’s three-year strategic plan, which was developed and implemented in 2012. This strategic plan, which followed a highly partic-ipatory planning process that featured input from numerous stakeholders through focus groups, surveys and industry meetings, has delivered true value to CSIO members and strengthened the broker channel’s competi-tive position. The industry’s embrace of CSIO Certification for eDocs is but one example, with 19 companies receiving certification in a short period of time. Similarly, brokers and insurers alike have responded enthusiastically to our legal and vendor research on eSignatures technology, leading to increased adoption and improved workflow across the industry.

2015-18 Strategic Plan I am pleased to say that, following another round of inclusive and participatory planning and research that has included significant member input, CSIO has developed a brand- new strategic roadmap to see us and our members through the next three years of industry growth and change. We will continue to deliver leading-edge technology solutions, facilitate increased member engagement and, as always, work to improve and maximize work-flow efficiency across the entire broker channel.

Board UpdateI am pleased to welcome two new additions to the CSIO Board of Directors: Cam Loeppky, Vice President, Information Services at Wawanesa Mutual Insurance Company and Janet Rodger, Vice President, National Oper-ations and Project Management Office at RSA Canada. Cam and Janet each bring a wealth of industry knowledge, as well as a proven track record of operational effectiveness and strategy execution.

AcknowledgementsCSIO could not succeed without the dedica-tion and commitment of its volunteers. Their knowledge and perspective is invaluable in the development and proliferation of industry- wide standards for the mutual benefit of all members.

On behalf of the Board, I extend our sincere thanks to these outstanding volunteers and member companies for their commitment to CSIO. I would also like to recognize Catherine Smola and the entire CSIO team for their passionate dedication to our industry, and delivering on their mandate to improve the competitive position of the broker distribution channel.

Through collaboration and leadership, CSIO and its members are well positioned to succeed in an increasingly digital world. I look forward to another great year for CSIO and its membership!

Steve Whitelaw, CSIO ChairmanVice President Strategic Planning and ExecutionTravelers Canada

MESSAGE FROM THE CHAIRMAN

“CSIO, in partnership with its members,

continues to support an efficient and prosperous

broker channel”.

04 CSIO 2014 ANNUAL REPORT MESSAGE FROM THE PRESIDENT & CEO

The competitive position of the broker distribution channel is becoming increasingly dependent upon technology, and the significant benefits it can provide to productivity, efficiency and customer service. At CSIO, we know that wide adoption of technology and standards throughout the broker channel is crucial to success, and it is only through collaboration that we can achieve our industry’s goals of healthy growth and a strong competitive position.

Advisory ServicesThrough its Advisory Services initiative, which launched in 2014, CSIO supports the ease of doing business in the broker distribution channel. After all, what is technology if not easy? Efficient? Electronic? Advisory Services quickly became far more than a collection of tools and resources – though it certainly is that, spanning eSignatures, Mobile Websites, TLS eMail Security and more. Advisory Services is a forward-thinking, proactive initiative that rep-resents CSIO’s commitment to a strong, dynamic and competitive broker distribution channel.

The eDocs Savings Calculator is an example of one such innovation developed under the Advisory Services umbrella. With this tool, brokers are able to quantify the benefits and determine the financial and time savings realized in their own operations from imple-menting eDocs.

As well, CSIO Certification continues to succeed in promoting a uniform, standards-based imple-mentation of eDocs across the broker channel, with 10 additional insurer and vendor members achieving certified status in 2014. With 19 total certified members and more on the way, we congratulate participating companies on their leadership and look forward to the expansion of streamlined workflows in 2015.

eSignatures is another achievement for the P&C insurance industry, including the release of the CSIO eSignatures Vendor Dashboard to support our members in adopting this cost-reducing, customer-friendly technology. The Dashboard is a detailed, rigorous review of several eSignatures vendors in Canada against legal, operational and financial criteria.

Member response to the Dashboard has been overwhelmingly positive, and as CSIO moves forward with its new three-year strategic roadmap, we look forward to identifying further technological innovations that support our members in strengthening their competitive position and achieving profitable growth.

Industry CollaborationMember engagement, the final piece of our expanded mandate, took a meaningful step forward with the launch of our CSIO eXchange discussion forum. This online message board allows all CSIO members to post questions, opinions, suggestions and thoughts on any topic related to technology and workflow in the broker channel. The interactions on CSIO eXchange have already proven valuable, with member suggestions leading to the development of new CSIO tools and resources in a short period of time. The eXchange, along with other member feedback initiatives, provides CSIO with a dynamic platform on which to develop further enhancements and projects going forward.

2015 and BeyondWith expanding Advisory Services and increased member engagement, I am excited to see the growth of our industry and the further execution of CSIO’s strategic plan. CSIO, in partnership with its members, will work diligently to support an efficient broker channel that grows and prospers.

Catherine SmolaPresident and CEOCSIO

Technology, Collaboration and CSIO – A Powerful CombinationMESSAGE FROM THE PRESIDENT AND CEO

Steve WhitelawChairman Vice President, Strategic Planningand ExecutionTravelers Canada

Ted HarmanVice-Chairman PresidentAccent Insurance Solutions

Sean ChristieChief Information Officer & Vice President, Information Services Gore Mutual Insurance Company

Keith JordanPresident & Chief Executive OfficerHub International Horizon Insurance

Cam LoeppkyVice President, Information ServicesWawanesa Mutual Insurance Company

Robert MerizziChief Information Officer & Executive Vice President, Business Systems TransformationAviva Canada

Rick OrrOwnerOrr Insurance and Investment Group

Jack OttSenior Vice President & Chief Information OfficerIntact Financial Corporation

Janet RodgerVice President, National Operations and PMORSA Canada

Bill SimmsCommercial Accounts DirectorCrosbie Job Insurance

Catherine SmolaPresident & Chief Executive OfficerCentre for Study of Insurance Operations

Sheldon WasylenkoGeneral ManagerRayner Agencies Ltd.

Andrew WoodChief Information OfficerNorthbridge Financial Corporation

Dan DanylukGuest MemberChief Executive OfficerInsurance Brokers Association of Canada

05 CSIO 2014 ANNUAL REPORT BOARD OF DIRECTORS

Board of DirectorsThe CSIO Board of Directors represents a cross-section of insurers and brokers across Canada.

TOTALMEMBERSHIPOF OVER

35THOUSANDBROKERS

92%OF ALLBROKERCHANNELINSURERS

Insurance Company MembersAviva Canada Inc.Chubb Insurance Company of CanadaCUMIS General Insurance CompanyEchelon General Insurance CompanyEconomical InsuranceThe Guarantee Company of North AmericaIntact InsuranceL’Unique General InsuranceNorthbridge InsuranceOptimum General Inc.Peace Hills General Insurance CompanyPembridge Insurance CompanyRSA CanadaSGI CANADASovereign General Insurance CompanyTravelers CanadaUnica InsuranceWawanesa Mutual Insurance Company

Vendor MembersApplied Systems Inc.Brovada Technologies Inc.CGI Group Inc.Custom Software Solutions Inc.Family Insurance Solutions Inc.Groupe Ultima Inc.IBMIndependent Broker Resources Inc. (IBRI)Informco Inc.Insurance Systems Inc. (ISI)Insurance Visions, Inc. (ecertsonline)Keal TechnologyLogiciels Deltek Inc.MASTERCOM Consulting Ltd.Mutual Concept Computer Group Inc.Ontario Mutual Insurance AssociationPolicy Billing Services Inc.Policy Works Inc.PowerSoft Development Corp.Promutuel Insurance Inc.Quindell PlcSCM Risk Management Services Inc.SEH Computer SystemsSharp InsuranceSurex Direct LtdVertaforeZycomp Systems Ltd.

Brokers Association MembersIBAC – Insurance Brokers Association of CanadaIBAA – Insurance Brokers Association of AlbertaIBABC – Insurance Brokers Association of B.C.IBAM – Insurance Brokers Association of ManitobaIBAN – Insurance Brokers Association of NewfoundlandIBANB – Insurance Brokers Association of New BrunswickIBANS – Insurance Brokers Association of Nova ScotiaIBAO – Insurance Brokers Association of OntarioIBAPEI – Insurance Brokers Association of PEIIBAS – Insurance Brokers’ Association of SaskatchewanRCCAQ – Regroupement des cabinets de courtage d’assurance du Québec Toronto Insurance Conference

C.A.M.I.C. (Canadian Association of Mutual Insurance Companies) MembersAlgoma Mutual Insurance CompanyAyr Farmers Mutual Insurance CompanyBay of Quinte Mutual Insurance CompanyBrant Mutual Insurance CompanyCommonwell Mutual Insurance GroupDufferin Mutual Insurance CompanyDumfries Mutual Insurance CompanyGermania Mutual Insurance CompanyGore Mutual Insurance CompanyGrenville Mutual Insurance CompanyHalwell Mutual Insurance CompanyHowick Mutual Insurance CompanyHTM Insurance CompanyKent & Essex Mutual Insurance CompanyThe Kings Mutual Insurance CompanyLambton Mutual Insurance CompanyLedor AssurancesMennonite Mutual Fire Insurance CompanyThe North Waterloo Farmer’s Mutual Insurance CompanyOxford Mutual Insurance CompanyPeel Maryborough Mutual Insurance CompanyPeel Mutual Insurance CompanyPortage La Prairie Mutual Insurance CompanyPromutuel Assurance Appalaches – St-FrançoisPromutuel Assurance Inc.Promutuel Assurance BagotPromutuel Assurance Beauce – EtcheminsPromutuel Assurance Bellechasse – LévisPromutuel Assurance Bois – FrancsPromutuel Assurance Coaticook – SherbrookePromutuel Assurance Deux – MontagnesPromutuel Assurance DrummondPromutuel Assurance de l’EstuairePromutuel Assurance du Lac au FjordPromutuel Assurance Lac St-Pierre – Les ForgesPromutuel Assurance LanaudièrePromutuel Assurance LotbinièrePromutuel Assurance L’OutaouaisPromutuel Assurance Monts et RivesPromutuel Assurance Montmagny – L’IsletPromutuel Assurance Portneuf – ChamplainPromutuel Assurance Rivière-du-LoupPromutuel Assurance Vallée du Saint-LaurentPromutuel Assurance Vaudreuil – SoulangesPromutuel Assurance VerchèresRed River Mutual Insurance CompanySaskatchewan Mutual Insurance CompanySouth Easthope Mutual Insurance CompanyTownsend Farmers’ Mutual Fire Insurance CompanyTrillium Mutual Insurance CompanyWabisa Mutual Insurance CompanyWest Wawanosh Mutual Insurance CompanyWestminster Mutual Insurance Company

06 CSIO 2014 ANNUAL REPORT MEMBERS

MembersCSIO is proud to represent a total membership of over 35,000 brokers, insurers and software vendors across Canada.

As CSIO delivered on its expanded strategic mandate to educate and support its members in adopting new technology, the letter “e” became increasingly important. After all, what is technology if not easy? Efficient? Electronic? CSIO Advisory Services quickly became far more than a collection of tools and resources.

Through the Advisory Services initiative, CSIO supports the ease – or e’s – of doing business in the broker distribution channel.

Advisory Services – Your e’s of doing business

07 CSIO 2014 ANNUAL REPORT ADVISORY SERVICES

eSignatures Your e’s of doing businessWhat do eSignatures mean? Lower costs. Less follow-up. One-step signatures for customers over tablets, computers and smartphones.

Recognizing the need for improved customer convenience, CSIO developed and released several informative resources to assist the industry in moving forward with this emerging technology.

eSignatures Vendor DashboardAccessed by thousands of CSIO members since its launch, the Dashboard supports broker adoption by reviewing a number of eSignatures solutions available in Canada against the following criteria:• Legislative and regulatory compliance• Workflow efficiency and user experience• Pricing and support

“The eSignatures Dashboard was a great help to me; knowing that so many vendors meet my requirements provided a lot of confidence as I moved forward

in my research.” – Adam Hare Director of Marketing & Communications Petley-Hare Limited Insurance Brokers

Legal & Regulatory Education – Advisory ReportCSIO commissioned electronic commerce law specialist Daniel Fabiano, of Fasken Martineau LLP, to review the legal and regulatory land-scape governing eSignatures in Canada. The report serves to educate brokers and insurers and provides:• High-level overview of electronic commerce, signature and delivery law at the provincial and federal levels• Confidence that the use of eSignatures for insurance documents is both valid and permissible

“With the Advisory Report, CSIO just increased its value to me as a broker. It provides an excellent foundation for understanding what the legal requirements are and helped me move forward in adopting eSignatures in my brokerage.” – Gord Thompson Account Executive, Christie-Phoenix Insurance Brokers

Mobile Websites Your e’s of doing businessMore internet traffic now comes from smartphones and tablets than PCs with 40% of insurance research time spent on mobile devices – for brokers, this means that provid-ing a mobile-optimized website is essential to attracting and retaining new customers.

White Paper: Broker Best Practices for a Mobile-Optimized WebsiteTo support brokers in keeping up with changing customer behaviour towards mobile devices, CSIO expanded its educational library with an informative white paper, featuring:• Valuable information on design principles and ease of implementation• Tips on measuring the success of a mobile website• Brokerage case studies

“With today’s evolving tech-savvy customer, having a mobile website is critical to the growth and sustainability of your brokerage. It’s tremendously valuable for brokers to know that they can turn to CSIO for support in adopting customer-friendly technology – the mobile websites white paper was particularly helpful.” – Cory Young Chief Operating Officer Rhodes & Williams Insurance


40% OF INSURANCE RESEARCH DONE ON MOBILE DEVICES IN 2013

25% OF CUSTOMERSUSE MOBILEDEVICESEXCLUSIVELY

IN THEIRRESEARCH

eMail Security Your e’s of doing businessEasy and inexpensive to implement, Transport Layer Security (TLS) protects emails against privacy breaches, enabling communi-cation of sensitive information over email in place of paper workflows.

TLS Broker Adoption MapCSIO undertook a study to determine the province-by-province implementation of TLS among its broker members. The results were used to produce an interactive map that was published and distributed to provincial broker associations, encouraging further adoption of this industry-wide standard.

“As insurance brokers, we provide our clients with peace of mind, and TLS email security is one more way we can provide that peace of mind. It demon-strates that we take their private information seriously and we’re doing every-thing we can to protect that information.”– James Archer Broker and Co-owner Knight Archer Insurance

BC81%

AB81%

SK91%

MB76%

ON75%

QC60%

NL63%

NS57%

NB42%

PE58%

TLS Broker Adoption Rates Across Canada


“ Privacy is a top industry concern, yet many brokers still send sensitive customer information over unsecured emails. ”

CSIO Certification Your e’s of doing businessCSIO Certification is a national program designed to reduce the cost and risk to its members by ensuring that standards-based solutions are uniformly implemented across the broker channel.

eDocs Certified• 10 new insurers and vendors certified for their eDocs solution in 2014• 19 total members now certified, ensuring ease of implementing eDocs for brokers

across the industry


“Unica is very proud to receive formal recognition of our eDocs solution by CSIO’s Certification program. In keeping with Unica’s commitment to technology

investment to help our brokers, we have now expanded our eDocs offering to include Commercial Insurance policy documents.” – Martin Delage, President and COO Unica Insurance

“Gaining CSIO Certification has been extremely important to us in our journey to deliver a strong service proposition to our brokers. The endorse-ment from CSIO is reflective of RSA’s ongoing investment in the broker channel to help increase broker efficiency and streamline workflows.” – Donna Ince, Senior Vice President of Personal & Commercial Insurance RSA Canada

19 MEMBERINSURERS& VENDORS

NOWCERTIFIED


CSIO eXchange Your e’s of doing businessThe eXchange online forum is a central place for CSIO members to connect, collaborate and exchange. The forum provides members with an opportunity to:• Share knowledge on workflow issues and exchange ideas that improve efficiencies in the broker channel. • Gain experience and diverse perspectives from industry peers on current and emerging trends.• Develop solutions that bring the industry together to improve the competitiveness of the broker channel.

Member feedback provided on the eXchange led to the development of a new CSIO member tool within weeks of launch.

“The eXchange has provided a platform for all levels of our industry to encourage ideas and conversation. The responsiveness and action taken by CSIO with ideas and discussions raised has been both excellent and productive, providing new tools and insights into CSIO standards and solutions.” – Carrie Will EDI Coordinator Intact Insurance

“It’s nice to be a part of a group of key industry stakeholders who not only work well together to collaborate on consistent workflows and implementation of standards, but who are also committed to the progress of the entire broker channel, not just their own organization.” – Sonia Atherley, Business Analyst Specialist Northbridge Insurance


ToolsYour e’s of doing businessCSIO released a number of tools and resources to facilitate workflow and support the implementation of technology standards and solutions in the broker channel.

eDocs Savings Calculator• Broker tool to determine the potential cost and time savings of eDocs adoption• Development included substantial collaboration with brokers to determine variables and produce accurate results• Over $33 million in calculated annual broker savings

“We’ve been using eDocs for a year now, and the Calculator really provided quantifiable assurance that the technology was delivering the savings

we expected.” – Anne Carswell Technical Services Manager Darling Insurance

“The calculator was very easy and intuitive to use. The numbers I needed to plug in were simple to obtain, and it provided me with compelling results that enabled

me to see exactly how beneficial eDocs have been to my brokerage.” – Tracy McDonald, President Lake-of-the-Woods Insurance

EDI Assist• Supports insurer and vendor members in troubleshooting• Fast, convenient validation of EDI standards implementation

Auto & Hab Coverage Code Lookup• Broker-focused tool for rapid lookup of common coverage codes• Reduces support calls to BMS vendors and insurers• Result of industry collaboration on CSIO eXchange

Undelivered Mail Report• Streamlined tool for insurers to identify and resolve failed CSIOnet messages• Significant time savings

“The Undelivered Mail Report has saved my team a lot of time – often, we can resolve issues before brokers even realize they’ve occurred. Simply put, it’s simplified our workflow and removed a lot of unnecessary back-and-forth between us and our business partners.” – Cheryl MacKenzie Senior Business Analyst & EDI Coordinator Aviva Canada Inc.

Standards Request Tool• Up-to-date information on CSIO Standards, maintenance and enhancement requests• Quick reference for insurer and vendor members

Archiving & Storage

Administration

Scanning, Sorting, Shredding

Disaster Recovery

Mail & Courier Services

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SAVINGS

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SAVI

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CEO BLOG HOSTED ON CANADIAN UNDERWRITER

insBlogs

26NEWVIDEOS

15 CSIO 2014 ANNUAL REPORT COMMUNICATIONS

16 CSIO 2014 ANNUAL REPORT COMMUNICATIONS

OVER3,000

VIEWSOVER10,000

MINUTESVIEWED

CSIO’s communications efforts aim to raise awareness and educate its members on the benefits of leveraging technology in their organizations. In 2014, CSIO delivered on many new and exciting activities, including:

Communications

• Launch of Twitter and LinkedIn accounts, gaining over 600 followers in its first year• Unveiling of new mobile website, offering users an optimized browsing experience• Enhanced branding to complement the launch of Advisory Services• Coordinated iconography to unite CSIO resources and offerings• Over 1,000 new member accounts on CSIO.com, strengthening engagement• CEO blog hosted on Canadian Underwriter insBlogs, featuring topics on driverless cars, drones used for assessing claims, wearable technologies and more• 26 new educational videos, with a total viewing time of over 10,000 minutes• 25 new informative articles profiling various brokers published in provincial broker magazines and nationally

• Live chat tool instantly connects members with CSIO’s bilingual support team• Launch of Advisory Centre series of practical, “how-to” articles and white papers – Education on topics such as eDocs, Mobile Websites, eSignatures and eMail Security

“CSIO has done a great job at producing high-quality educational resources for our members. It’s wonderful to have an industry partner so committed to creating a culture of engagement and technological proactivity among brokers.” – Brett Boadway Director Broker Relations & Communications IBAO

17 CSIO 2014 ANNUAL REPORT CSIOnet

78%INCREASE

IN NEWCSIONETACCOUNTS

OVER

2013

• 79% increase in traffic to CSIOnet over 2013• 78% increase in new accounts “It can be challenging for

brokers to transact business with multiple insurers, each with their own portals, but CSIO brings it all together with industry standards such as EDI download and eDocs. Our brokers who make the most of these tools consistently report increased efficiencies and an improved customer experience.” – Bryan Mo Director of Personal Insurance Operations RSA Canada

Used by over 2,000 companies across Canada, CSIOnet quickly and securely transmits policy data and eDocs between brokers and insurers.

In 2014, CSIOnet saw a significant increase in daily transaction volume attributed to wider adoption among brokers and insurers, as well as the increased use of eDocs.

CSIOnet

2012 2013 2014CSIOnet TRANSACTIONS PER YEAR

9,901,999

14,127,450

25,326,201

18 CSIO 2014 ANNUAL REPORT INDUSTRY STANDARDS & FORMS

CSIOINDUSTRYFORMSDOWNLOADED

OVER 7,900TIMES IN

2014Industry Standards and Forms

Working GroupsMember participation is essential to the success-ful creation and maintenance of standards and forms. CSIO working groups attract dedicated volunteers from across the country, ensuring that all members’ needs are identified and met.

TelematicsThe CSIO telematics data standard allows infor-mation to be easily and uniformly transmitted between multiple business partners, providing considerable cost and efficiency savings for the industry.

Earlier this year, CSIO delivered Phase 2 of the data standard, adding the capacity to include driving scores. With this capability, insurers can provide quantitative assessments of their customers’ driving habits.

XML & EDI StandardsCSIO follows an agile standards release process, ensuring members benefit from frequent and timely updates that align with evolving industry requirements.

Industry FormsCSIO works closely with its members in collab-orative working groups to build and maintain its robust library of over 100 personal and commer-cial lines forms. Some notable releases include:

CSIO industry forms downloaded over 7,900 times in 2014

Habitational Insurance Application• Significant overhaul of this heavily used form based on member feedback

Fuel Oil Tank Questionnaire• Brand-new form developed in response to member requests

Revised Ontario Application for Automobile Insurance (OAF1)• Timely release to coincide with updated requirements from the Financial Services Commission of Ontario

CSIO Industry Standards and Forms encompass personal and commercial lines and are at the core of our mandate to deliver workflow efficiencies and interop-erability for the broker channel.

“To stand still is to fall behind. CSIO’s

commitment in 2015 and beyond is to advance the ease – and e’s – of doing

business for the collective benefit of our industry.”

Centre for Study of Insurance Operations110 Yonge Street, Suite 500 Toronto, ON M5C 1T4(800) 463.2746

Centre d’étude de la pratique d’assurance1155, blvd Robert-Bourassa, bureau 1305Montreal, QC H3B 3A7(877) 393.2372

[email protected]

CSIO 2014 Annual Report

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