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\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs
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lmult0 \fs24\cf0\f0\charscalex100\b \ul {INTRODUCTION TO E-INSURANCE }\b0 \ul0 \
par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {E-insurance can b
e broadly defined as the application of Internet and related information }\par\p
ard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {technologies (IT) to t
he production and distribution of insurance services. In a narrower }\par\pard\l
i1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {sense, it can be defined as
the provision of an insurance cover whereby an insurance }\par\pard\li1133\ri0\
sl-413\slmult0 \fs24\cf0\f0\charscalex100 {policy is solicited, offered, negotia
ted and contracted online. While payment, policy }\par\pard\li1133\ri0\sl-413\sl

mult0 \fs24\cf0\f0\charscalex100 {delivery and claims processing may all be done

online as well, technical and regulatory }\par\pard\li1133\ri0\sl-413\slmult0 \
fs24\cf0\f0\charscalex100 {constraints may not allow these elements to be subjec
ted to full e-commerce application }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf
0\f0\charscalex100 {in certain countries.}\par\pard\li1133\ri0\sl-413\slmult0 \f
s24\cf0\f0\charscalex100 {
However, insurance legislation worldwi
de is being continuously modified to }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\
cf0\f0\charscalex100 {accommodate online payment and policy delivery, and outsid
e the discussion of e-}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscal
ex100 {insurance metrics, these elements should be included in the narrow defini
tion. The }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {antic
ipated efficiency effect of e-insurance is twofold:-}\par\pard\li1493\ri0\sl-453
\slmult0 \*\tx1853\fs24\cf0\f1\charscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\cha
rscalex100 {E-insurance should reduce internal administration and management cos
ts by }\par\pard\li1853\ri0\sl-400\slmult0 \fs24\cf0\f0\charscalex100 {automatin
g business processes, permitting real-time networking of company }\par\pard\li18
53\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {departments, and improving man
agement information. }\par\pard\li1493\ri0\sl-453\slmult0 \*\tx1853\fs24\cf0\f1\
charscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\charscalex100 {It should reduce th
e commissions paid to intermediaries since it can be sold }\par\pard\li1853\ri0\
sl-400\slmult0 \fs24\cf0\f0\charscalex100 {directly to clients. For insurance so
ld to individuals, agents typically receive a }\par\pard\li1853\ri0\sl-413\slmul
t0 \fs24\cf0\f0\charscalex100 {commission of 10 to 15 percent for non-life polic
y sales and renewals and from }\par\pard\li1853\ri0\sl-413\slmult0 \fs22\cf0\f0\
charscalex100 {35 to 100 percent for life insurance policies in the first policy
year, but much less }\par\pard\li1853\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale
x100 {on renewal.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100
{However, some of the income gained in commissions that are not paid to interme
diaries }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {must be
spent on online customer acquisition and marketing. Assuming cost savings do }\
par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {materialize in a
competitive market, they would be passed on to consumers thereby }\par\pard\li11
33\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {allowing them to buy more insu
rance, or other products or services.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\
cf0\f0\charscalex100 {Since insurance penetration (Premiums as a percentage of G
DP) in developing countries }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\ch
arscalex100 {is only of that in developed countries, the efficiency gains create
d by e-insurance may }\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\charscale
x100 {contribute substantially to growth in insurance spending and thus intensif
y its }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {indisputa
ble role in promoting trade and development.}\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100 {
Of the $2.5 trillion worth of global i
nsurance premiums, about 1 percent could }\par\pard\li1133\ri0\sl-413\slmult0 \f
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b \ul {NEED OF E-INSU
RANCE:-}\b0 \ul0 \par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\r
i0\sl-333\slmult0 \fs24\cf1\f0\charscalex100 {Recent developments in information
technology (IT) and web-enabled systems have }\par\pard\li1133\ri0\sl-413\slmul
t0 \fs24\cf1\f0\charscalex100 {made it easier for insurers to run global operati
ons in a way that would not have been }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
\cf1\f0\charscalex100 {possible even two years ago. Insurers are already reaping
advantages from IT }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex
100 {improvements in internal efficiencies in areas as diverse as underwriting,
claims, policy }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {
administration, financial reporting and human resources. But efficiencies go bey
ond these }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {inter
nal ones. In the coming years, the internet will have at least two major effects
on the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {insuran
ce industry: cost efficiencies and broader distribution. These efficiencies will
}\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf1\f0\charscalex100 {come as insure
rs experience a greater availability of data from the internet and the }\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {transfer of business pro
cesses from manual-related or computer-related systems to newer }\par\pard\li113
3\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {communication related systems.}
\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {Such internet-st
yle technology will reduce cost, reduce the level of effort and improve }\par\pa
rd\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {accessibility to largescale data. Data accumulation becomes much easier under the }\par\pard\li1133\ri
0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {internet approach and thus affects
costs and value of insurance. The internet will bring }\par\pard\li1133\ri0\sl-4
13\slmult0 \fs24\cf1\f0\charscalex100 {insurers to a whole new audience, and wil
l allow them to sample new markets that would }\par\pard\li1133\ri0\sl-413\slmul
t0 \fs24\cf1\f0\charscalex100 {have been too expensive to enter. Making informat
ion available to potential customers }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\
cf1\f0\charscalex100 {and the ability to market products to the new audience wil
l have a tremendous impact.}\par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pa
rd\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-266\slmult0 \fs24\
cf0\f0\charscalex100\b \ul {THE WEBSITE:-COMPARISON OF INSURANCE INDUSTRIES OFFE
RING }\b0 \ul0 \par\pard\li1133\ri0\sl-266\slmult0 \fs24\cf0\f0\charscalex100\b
\ul {V/S CUSTOMER EXPECTATION }\b0 \ul0 \par\pard\li1133\ri0\sl-213\slmult0 \fs1
8\cf0\par\pard\li1133\ri0\sl-346\slmult0 \fs24\cf1\f0\charscalex100 {Today\uc1\u
8217Xs customers have certain basic expectations about their insurer\uc1\u8217Xs
website without }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100
{which they will turn to other more interactive sites. As the website is a touc

h point for }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {con

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oday\uc1\u8217Xs sophisticated web surfers do not complain when they get a lack
of response from }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100
{an insurer\uc1\u8217Xs website \uc1\u8211X they just take their business somep
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The Customer Respect Group discovered this gaffe in its \uc1\u8220X}\fs24
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ult0 \fs24\cf1\f0\charscalex100\i {Customer Respect Study}\i0 \fs24\cf1\f0\chars
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quiries }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {and ano
ther 25% answer only about half of their inquiries. As a result online users wil
l }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {abandon a vis
it to a site and go to a competitor\uc1\u8217Xs site to make a purchase if they
have a}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {less than
satisfying experience. Response time should therefore be addressed more }\par\p
ard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {seriously.}\par\pard\l
i1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\
par\pard\li1133\ri0\sl-400\slmult0 \fs24\cf1\f0\charscalex100\b {\uc1\u8226X Fin
ancial products and services features:}\b0 \par\pard\li1133\ri0\sl-413\slmult0 \
fs24\cf1\f0\charscalex100 {Customers will visit an insurance site more often if
it has a wider breadth of financial }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\c
f1\f0\charscalex100 {products and service features. For example, Nationwide, Usa
a and Prudential insurance }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\cha
rscalex100 {companies (all of which offer an extensive array of products that ca
n be bought online) }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex
100 {average three visits per customer each month, as opposed to one monthly vis
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sites with narrower offerings.}\par\pard\li1200\ri0\sl-413\slmult0 \fs24\cf1\f0\
charscalex100 {Moreover, in another survey supporting this point of view, it app
eared that 45% of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex10
0 {consumers are less likely to use their insurance sites if products and servic
es such as }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {fina
ncial aggregation are provided elsewhere.}\par\pard\li1133\ri0\sl-213\slmult0 \f
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urers need to ensure that the consumer\uc1\u8217Xs online experience is as conve
nient as }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {possib
le. In \uc1\u8220X}\fs24\cf1\f0\charscalex100\i {Policyholder}\i0 { }\fs24\cf1\f
0\charscalex100\i {Self Service}\i0 \fs24\cf1\f0\charscalex100 {\uc1\u8221X repo
rt by Gomez Inc. it was established that }\par\pard\li1133\ri0\sl-413\slmult0 \f
s24\cf1\f0\charscalex100 {currently the average visit to insurance sites lasts a
bout 10 minutes, which means that }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1
\f0\charscalex100 {insurers have a very short time in which to impress the consu
mer with the value of their }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\ch
arscalex100 {site before they move on. In that same report it was also found tha
t more than half of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex
100 {those who were unsuccessful at performing self service say that they are un
likely to try }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {a
gain, while successful self service will likely draw people back (74.7%)}\par\pa
rd\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {It can be concluded fro
m the above that the basics of an attractive website is still not }\par\pard\li1
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
33\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par
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18\cf0\par\pard\li1133\ri0\sl-400\slmult0 \fs24\cf0\f0\charscalex100\b \ul {ADOP
TION OF E-COMMERCE TO INSURANCE:-}\b0 \ul0 \par\pard\li1133\ri0\sl-413\slmult0 \
fs24\cf0\f0\charscalex100 {Certain industries, such as travel, banking, and reta
il, have embraced the emerging }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0
\charscalex100 {technologies that make electronic commerce possible. Some firms
have gone as far as }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex
100 {completely revamping their business processes. The insurance industry has m
ade real }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {progre
ss in implementing some of the technologies of e-commerce, but the industry has
}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {been slow to ad
opt others. This is because insurers must carefully select which }\par\pard\li11
33\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {applications to implement, wei
ghing the costs and benefits. Some applications of e-}\par\pard\li1133\ri0\sl-41
3\slmult0 \fs24\cf0\f0\charscalex100 {commerce used in other industries do not e
asily fit the business of insurance. Many }\par\pard\li1133\ri0\sl-413\slmult0 \
fs24\cf0\f0\charscalex100 {others, however, present insurers with interesting po
ssibilities .}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {A
typical e-commerce transaction can be divided into the following five phases }\p
ar\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {1. Search}\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {2. Valuation}\par\pard\l

i1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {3. Logistics}\par\pard\li11

33\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {4. Transaction}\par\pard\li113
3\ri0\sl-426\slmult0 \fs24\cf0\f0\charscalex100 {5. After-sales services}\par\pa
rd\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {The first four stages o
f e-commerce described above directly lend themselves to }\par\pard\li1133\ri0\s
l-413\slmult0 \fs24\cf0\f0\charscalex100 {analogous steps for purchasing an insu
rance product online. Consumers search from }\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100 {different insurance companies for products that the
y are willing to purchase. They }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f
0\charscalex100 {evaluate the products from different companies to determine the
one which best suits }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscal
ex100 {their needs. The insurance company then conveys the terms of the insuranc
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entity }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {being in
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ard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {customer and insurance
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3\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {the initial premium to the insu
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lt0 \fs24\cf0\f0\charscalex100 {The after sales phase of e-insurance is however
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ties in the post-sales phase such }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0
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ce company and possibly legal and judicial authorities and, in an }\par\pard\li1
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ion for this phase.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex1
00 { Insurance companies offering proper services through Internet can be classi
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ollowing categories:}\par\pard\li1493\ri0\sl-453\slmult0 \*\tx1853\fs24\cf0\f1\c
harscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\charscalex100\b {Web Sites}\b0 \fs2
4\cf0\f0\charscalex100 {: Almost every insurance company has homepage providing
}\par\pard\li1853\ri0\sl-400\slmult0 \fs24\cf0\f0\charscalex100 {information abo
ut the company and products. However, these homepages are little }\par\pard\li18
53\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {more than passive online versi
ons of the company\uc1\u8217Xs brochures.}\par\pard\li1493\ri0\sl-453\slmult0 \*
\tx1853\fs24\cf0\f1\charscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\charscalex100\
b {Product Portals}\b0 \fs24\cf0\f0\charscalex100 {: Portals are sites that prov
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\cf0\f0\charscalex100 {interest.}\par\pard\li1493\ri0\sl-440\slmult0 \*\tx1853\f
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the sale of insurance }\par\pard\li1853\ri0\sl-413\slmult0 \fs24\cf0\f0\charsca
lex100 {products is initiated by the sellers. Certain sits exploit this approach
by offering }\par\pard\li1853\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {in
surance products while selling insurable goods such as cars or while providing }
\par\pard\li1853\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {information on h
ealth or college education.}\par\pard\li1493\ri0\sl-440\slmult0 \*\tx1853\fs24\c
f0\f1\charscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\charscalex100\b {Intermediat
e Brokers}\b0 \fs24\cf0\f0\charscalex100 {: Brokers are intermediate sites that
do not sell insurance }\par\pard\li1853\ri0\sl-400\slmult0 \fs22\cf0\f0\charscal
ex100 {products directly but assist clients in matching their requirements with
the policies }\par\pard\li1853\ri0\sl-426\slmult0 \fs24\cf0\f0\charscalex100 {of
fered by insurance companies.}\par\pard\li1493\ri0\sl-440\slmult0 \*\tx1853\fs24
\cf0\f1\charscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\charscalex100\b {Reverse A
uction}\b0 \fs24\cf0\f0\charscalex100 {: In this case, the client is usually an
organization interested in }\par\pard\li1853\ri0\sl-400\slmult0 \fs24\cf0\f0\cha
rscalex100 {group insurance. The client announces its requirements and selects t
he best offer }\par\pard\li1853\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {m
ade by an insurance company.}\par\pard\li1493\ri0\sl-453\slmult0 \*\tx1853\fs24\
cf0\f1\charscalex100 {\uc1\u61623X}\tab \fs24\cf0\f0\charscalex100\b {Aggregator
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lex100 {companies. The service is often supplemented with general information on

}\par\pard\li1853\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {products as we

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lmult0 \fs24\cf0\f0\charscalex100\b \ul {THE INTERNET AND INSURANCE: IMPACT AND
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li1133\ri0\sl-346\slmult0 \fs24\cf0\f0\charscalex100\b \ul {The Internet and lif
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rrent position of Internet usage by life insurance companies}\b0 \par\pard\li113
3\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Stages of incorporation of Inte
rnet into existing businesses can be broadly categorized }\par\pard\li1133\ri0\s
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4\cf0\f0\charscalex100\b {Web Presence Stage}\b0 \par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {To obtain on-line quotes on a contract that the
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {expected to grow to
$11.1 billion in premiums ($7 billion net-influenced sales and $4.1 }\par\pard\l
i1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {billion online sales) by 20
03.\uc1\u8221X}\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0
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alex100\b { Implications for life companies}\b0 \par\pard\li1133\ri0\sl-413\slmu
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g to economies of scale in commoditization. }\par\pard\li1133\ri0\sl-413\slmult0
\fs22\cf0\f0\charscalex100 {Having established a strong brand, their support se
rvices for their products will be diverse }\par\pard\li1133\ri0\sl-413\slmult0 \
fs24\cf0\f0\charscalex100 {and be innovative and technological. Inclusion a muti
channel distribution strategy along }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\c
f0\f0\charscalex100 {with bundling a variety of secondary related products will
help them to provide insurance }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0
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t of the merger and acquisition of several existing }\par\pard\li1133\ri0\sl-413
\slmult0 \fs24\cf0\f0\charscalex100 {financial companies and may be a global ven
ture. Profit margins although deliberately }\par\pard\li1133\ri0\sl-413\slmult0
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h volume, minimum unit cost sales, }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf
0\f0\charscalex100 {with heavy investment of capital in advanced technology. The
target sector will be the }\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\cha
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li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {competitive point of view,
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s and }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {personal
circumstances, including tax issues. These factors are variable and hence the }\
par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {broker is, from a
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f0\f0\charscalex100 {are prepared to take time to seek advice in relation to a l
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Moreover, the positi
on of the smaller retail insurance broker is very different to their }\par\pard\
li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {larger competitors.}\par\p
ard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {By a combination of we
b-based marketing sites and the facility of transmission of data }\par\pard\li11
33\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {between systems using a standa
rd interchange facility may facilitate low cost electronic }\par\pard\li1133\ri0
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amount to the survival of the smaller broker. Web-}\par\pard\li1133\ri0\sl-413\s
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s24\cf0\f0\charscalex100 {Also Internet usage allows an alternative to the tradi
tional manned claims desk by }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\c
harscalex100 {allowing free exchange of information on claims procedures. All, h
owever, face the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100
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has been }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {parti
ally due to the Internet, as customers \uc1\u8220Xgo direct\uc1\u8221X with the
underwriters.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Br
okers have responded to this by increasing the range of risk management services
that }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {they offe
r. However, this still does not deal with the issue of the Internet being }\par\
pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {responsible for edgin
g them out of the market altogether, as the development of a}\par\pard\li1133\ri
0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Universal Electronic Data Interchan
ge allows communication between customers and }\par\pard\li1133\ri0\sl-413\slmul
t0 \fs24\cf0\f0\charscalex100 {insurers that is more direct.}\par\pard\li1133\ri
0\sl-426\slmult0 \fs24\cf0\f0\charscalex100 {Not all is bad news. Indeed the Int
ernet can be advantageous for the broker in terms}\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100 {of providing them with a faster more cost effi
cient method of transferring information}\par\pard\li1133\ri0\sl-413\slmult0 \fs
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f0\f0\charscalex100 {The Internet is also changing the role of the broker from a
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s the supplier of information that affects these indices.}\par\pard\li1133\ri0\s
l-413\slmult0 \fs24\cf0\f0\charscalex100 {In essence, the Internet could speed u
p trends that are already present in the market.}\par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {If this is the case then only those brokers, wh
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fs24\cf0\f0\charscalex100 {and its changes due to the Internet, will be able to
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respect to the impact of this technology on the industry and its regulation. Any
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the impact of e-commerce on insurance must address some of the issues affecting
the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {major playe
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\f0\charscalex100 {Each group has a direct interest in the evolution of the elec
tronic market. Each is affected}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0
\charscalex100 {to some extent by the technological change that is revamping ele
ctronic commerce. The}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale
x100 {interests and roles of these different stakeholders must be addressed so t
hat change is}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {pr
omoted and managed effectively, rather than impeded by those that feel threatene
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ard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b \ul { Effect of E-com
merce On Insurance Companies}\b0 \ul0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\
cf0\f0\charscalex100 {Insurance companies have regarded the Internet mainly as a
nother channel of distribution }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0
\charscalex100 {for their products. Compared to online stock brokerage and onlin
e banking, development }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charsca
lex100 {of the Internet in the insurance industry has been somewhat cautious.}\p
ar\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Websites mainly se
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1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {insurers especially in devel
oping economies have not seized the opportunities created by }\par\pard\li1133\r
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {sale of policies. Bu
t the growing number of those who have embraced the technology is }\par\pard\li1
133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {most encouraging .}\par\pard\
li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {There are some factors, wh
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i0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {1. The complexity of some products
, e.g., tax-efficient life insurance policies, increases }\par\pard\li1133\ri0\s
l-413\slmult0 \fs24\cf0\f0\charscalex100 {the consumer\uc1\u8217Xs need for spec
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can be assumed that continuing advances in }\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100 {technology will create new opportunities for automa
ted solutions. The complexity of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\
f0\charscalex100 {many insurance products can often be reduced by design modific

ations.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {2. In ma

ny cases, it is difficult to standardize claims settlement for example, as this
}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {involves a larg
e amount of investigation and decision-making. This process often }\par\pard\li1
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e for products where contact with the company is }\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100 {more frequent. Insurance is usually taken out
infrequently, every couple of years or even }\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100 {once in a lifetime. Once a policy has been conclude
d, with some types of insurance the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\c
f0\f0\charscalex100 {insurer and the policyholder have barely any contact, unles
s an insured event occurs. }\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\cha
rscalex100 {Also, existing insurance policies can often only be cancelled with a
certain amount of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex1
00 {effort. This makes the switch to an Internet insurer more difficult.}\par\pa
rd\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {4. Many consumers still
view the Internet as an insecure medium. This prevents large }\par\pard\li1133\
ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {transactions being concluded via
the Internet, and it deters the transmission of }\par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {confidential information, both of which are ess
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cf0\f0\charscalex100 {5. In personal line especially, regulatory hurdles make In
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0\f0\charscalex100 {example, as e-commerce increases the number of cross border
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ult0 \fs24\cf0\f0\charscalex100 {The Internet enables new entrants to the market
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ost. Market transparency is improving, since product }\par\pard\li1133\ri0\sl-41
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it charges for its }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex1
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ket share. Another }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex1
00 {important factor, particularly in the insurance industry, is that the client
must have }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {conf
idence in the insurance company. Online sales still carry an element of uncertai
nty }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {for many cl
ients. This is mainly because of unresolved legal aspects of online policy }\par
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um payment, as well as concerns about data protection. Therefore, }\par\pard\li1
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most instantaneously. If the major functions }\par\pard\li1133\ri0\sl-413\slmult
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sion and facilitating transactions, }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\c
f0\f0\charscalex100 {ecommerce will make these functions much easier and less ex
pensive for insurers and }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\chars
calex100 {consumers. Certain agent functions will be disinter-mediated1 or repla
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like products such as term-life, homeowners, renters, and auto insurance. }\par\
pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Electronic commerce w
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acles And Concerns For Insurance Companies}\b0 \ul0 \par\pard\li1133\ri0\sl-413\
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t0 \fs24\cf0\f0\charscalex100 {The use of Internet technologies in the insurance
industry is not just limited to }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\
f0\charscalex100 {distribution, but also has a fundamental impact on almost all
other production areas. The }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\ch
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significantly reduces }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charsca
lex100 {the cost of gathering and analyzing information. Since the efficient pro
cessing of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {info
rmation is a key factor for insurers in the creation of value, the use of new }\
par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {information and c
ommunication technologies enables them to revamp and rationalize key }\par\pard\
li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {links in the value chain.}
\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Newly establishe
d insurers are not burdened by legacy business systems and are able to }\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {exploit modern informati
on and communication technologies in order to set \uc1\u8220Xbest }\par\pard\li1
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s for the entire industry. This will exert significant pressure on }\par\pard\li
1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {established insurers to adap
t their business model to the changing requirements for }\par\pard\li1133\ri0\sl
-413\slmult0 \fs24\cf0\f0\charscalex100 {greater efficiency, speed and quality o
f service.}\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\charscalex100 {In th
e past, the value creation of insurers has centered on the aspects of distributi
on, }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {administrat
ion and claims settlement. In these areas there are many routine tasks that }\pa
r\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {could be automated
through the efficient use of information and communication }\par\pard\li1133\ri0
\sl-413\slmult0 \fs22\cf0\f0\charscalex100 {technologies. The task would therefo
re embody less value creation. In the future, insurers }\par\pard\li1133\ri0\sl413\slmult0 \fs24\cf0\f0\charscalex100 {will have to create a greater proportion
of their added value through a higher standard of }\par\pard\li1133\ri0\sl-413\
slmult0 \fs24\cf0\f0\charscalex100 {service.}\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100\b \ul {Pre-Internet and Internet-enabled Insurance}\
b0 \ul0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Internet
and e-commerce technologies are already changing the structure of the insurance
}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {industry. The
magnitude of the change can be best appreciated by comparing Figure 2.10 }\par\p

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nal lines) or businesses (commercial lines) moving risk to }\par\pard\li1133\ri0
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33\ri0\sl-360\slmult0 \fs24\cf0\f0\charscalex100 {Agents and brokers were an irr
eplaceable link in the pre-Internet insurance industry. }\par\pard\li1133\ri0\sl
-413\slmult0 \fs24\cf0\f0\charscalex100 {Agents intermediated sales of policies
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {by the same agent, o
ften do not match. To clarify these differences and enable cross-}\par\pard\li11
33\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {comparisons is perhaps the mos
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charscalex100\b \ul {Outsourcing of Insurance Functions}\b0 \ul0 \par\pard\li113
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33\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 { Traditional insurers perform
almost all stages of the value creation process themselves.}\par\pard\li1133\ri0
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ter efficiency and lower costs. Examples }\par\pard\li1133\ri0\sl-413\slmult0 \f
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for a number of companies. This is the }\par\pard\li1133\ri0\sl-413\slmult0 \fs2
4\cf0\f0\charscalex100 {idea behind the strategy of aggregators, also known as n
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0\charscalex100 {malls. In some cases, consumers can see rating agencies\uc1\u82
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m the desired information efficiently.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24
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or participate in outsourcing }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0
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par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {E-commerce can br
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b \ul {INTERNET AND C
URRENT ISSUEE IN THE INSURANCE INDUSTRY}\b0 \ul0 \par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {The Internet is acting as a catalyst to acceler
ate change in many of the areas is identified }\par\pard\li1133\ri0\sl-413\slmul
t0 \fs24\cf0\f0\charscalex100 {in the section before. In the following, role and
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the transparency of all products including }\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100 {financial services products. The key and most diffi
cult aspect, of entering a foreign }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf
0\f0\charscalex100 {market is securing distribution channels. The Internet provi
des global distribution }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charsc
alex100 {potential, though there are still a number of barriers including tax re
gimes, regulatory }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex10
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t0 \fs24\cf0\f0\charscalex100 {Low barriers to entry on the Internet facilitate
new entrants. In the financial services }\par\pard\li1133\ri0\sl-413\slmult0 \fs
24\cf0\f0\charscalex100 {industry the major entry barrier is distribution, which
the Internet can overcome. The }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f
0\charscalex100 {internet emphasizes the importance of competency in direct mark
eting techniques and }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale
x100 {branding which encourages retailers to enter the market.}\par\pard\li1133\
ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {Regulation and Deregulation}\b0
\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\charscalex100 {The Internet ac
ts as a \uc1\u8216Xpush\uc1\u8217X mechanism for the government to pressurize th
e industry }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {into
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me }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {time the Net

\uc1\u8216Xpulls\uc1\u8217X regulatory change, as consumers become more demandi

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rd\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {Socio-cultural Change
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\ul0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Due to the
complexities involved in insurance processes, many companies fear that the }\pa
r\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {upfront costs of im
plementing an e-business solution may be too significant to warrant }\par\pard\l
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
33\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b \ul {REGULATORY AND
SUPERVISORY ISSUES AND INSURANCE ON THE }\b0 \ul0 \par\pard\li1133\ri0\sl-413\s
lmult0 \fs24\cf0\f0\charscalex100\b \ul {INTERNET }\b0 \ul0 \par\pard\li1133\ri0
\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {The development of e-commerce, parti
cularly on the Internet, presents new challenges }\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100 {and concerns for insurance regulators and supe
rvisors from developed, as well as }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf
0\f0\charscalex100 {developing countries.}\par\pard\li1133\ri0\sl-413\slmult0 \f
s24\cf0\f0\charscalex100\b {1. Background}\b0 \par\pard\li1133\ri0\sl-413\slmult
0 \fs24\cf0\f0\charscalex100 {The establishment of Internet-based insurance busi
nesses offers both individual insurance }\par\pard\li1133\ri0\sl-413\slmult0 \fs
24\cf0\f0\charscalex100 {consumers and insurers and intermediaries potential eff
iciency and cost benefits. E-}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\c
harscalex100 {insurance improves information symmetry and market transparency co
nditions and may }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100
{enhance competition that can lead to reduced prices.}\par\pard\li1133\ri0\sl-4
13\slmult0 \fs24\cf0\f0\charscalex100 {For insurance regulators from developing
countries, Internet-based supervisory tools may }\par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {increase efficiency by streamlining and speedin
g up reporting from insurance enterprises. }\par\pard\li1133\ri0\sl-413\slmult0
\fs22\cf0\f0\charscalex100 {The possibilities offered by Internet communication
can also greatly improve the delivery }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
\cf0\f0\charscalex100 {of information to the public, insurers and local and inte
rnational investors regarding }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\
charscalex100 {market conditions, rights and obligations. Also, secure Internet
communication could be a }\par\pard\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\chars
calex100 {major tool for fostering international cooperation among regulators to
improve the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {se
curity of insurance markets.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\ch
arscalex100 {From the perspective of a supervisory authority in a developing cou
ntry, major concerns }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale
x100 {pertaining to e-insurance relate to cross-border activities and how to saf
eguard the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {inte
rests of consumers if they contract policies in other jurisdictions. However, as
most }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {countries
continue to require local licensing for insurers offering products in the domes
tic }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {market and
prohibit cross-border activity, cross-border trade in personal lines and mass }\
par\pard\li1133\ri0\sl-413\slmult0 \fs22\cf0\f0\charscalex100 {insurance product
s has not expanded. Also, the cost of establishing e-insurance platforms, }\par\
pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {along with related ma
rketing costs, has deterred financially unsound operators from }\par\pard\li1133
\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {establishing a significant web p
resence. E-insurance provides a new channel for }\par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {distributing insurance products that accelerate
s transaction processes, creating more }\par\pard\li1133\ri0\sl-413\slmult0 \fs2
4\cf0\f0\charscalex100 {opportunities for fraud. It imposes on supervisors the b
urden of developing supervision }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f
0\charscalex100 {methods that permit quick responses to threats to the interests
of insurance consumers. }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\chars
calex100 {However, the emergence of e-insurance does not fundamentally alter the
principles on }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {
which today\uc1\u8217Xs insurance supervision is based. For regulators, the esse
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {insurance consumers.
Supervisors have therefore approached e-insurance operations in }\par\pard\li11
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siness and market of traditional insurance operations, }\par\pard\li1133\ri0\sl413\slmult0 \fs24\cf0\f0\charscalex100 {including rate monitoring, surveying the
marketing of insurance products, responding to }\par\pard\li1133\ri0\sl-413\slm
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n and fraud monitoring. To tackle the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
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f0\charscalex100\b {the International Association of Insurance }\b0 \par\pard\li
1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {Supervisors }\b0 \fs24\cf0
\f0\charscalex100 {(IAIS) established a working group on e-commerceand the Inter
net. This }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {worki
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the Supervision of Insurance}{ }\fs24\cf0\f0\charscalex100 {Activities on }\par\

pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {the Internet\uc1\u822
1X that were approved by}{ }\fs24\cf0\f0\charscalex100 {the IAIS at its annual c
onference in Cape Town on 10}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\ch
arscalex100 {October 2000. More generally, insurance supervisory authorities ha
ve the same concerns }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale
x100 {as those regulating other e-businesses, particularly e-finance businesses:
business }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {conti
nuity, personal data privacy, payment procedures and security, electronic signat
ures }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {and IT pla
tforms.}\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213
\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-400\slmult0 \fs24\cf0\f0\charscalex100
\b {2. Supervision_of_established E-insurance_operations}\b0 \par\pard\li1133\ri
0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {E-insurance was once perceived as a
distribution channel that would erase national }\par\pard\li1133\ri0\sl-426\slm
ult0 \fs24\cf0\f0\charscalex100 {boundaries, since a single e-insurance platform
established in one jurisdiction could offer }\par\pard\li1133\ri0\sl-413\slmult
0 \fs24\cf0\f0\charscalex100 {insurance services globally. This has not occurred
, since in most countries the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\
charscalex100 {establishment of a locally licensed business is required before i
nsurance services can be }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\chars
calex100 {offered to domestic consumers. E-insurance platforms thus fall under t
he laws and }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {reg
ulations of the respective jurisdictions where services are offered. More precis
ely, }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {existing r
egulations relating to market conduct determine how insurance providers may }\pa
r\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {conduct their busin
ess online. Competition rules and transparency and information }\par\pard\li1133
\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {requirements form the core of ma
rket conduct regulations. Monitoring of rates, marketing }\par\pard\li1133\ri0\s
l-413\slmult0 \fs24\cf0\f0\charscalex100 {of insurance products, handling of pub
lic complaints, consumer education and fraud are }\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100 {areas included under this aspect of supervisio
n.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {3. Approval
_of_rates,_terms,_conditions and_contractual_documentation}\b0 \par\pard\li1133\
ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {In many developing countries, ins
urers are required to file rates, terms; conditions and }\par\pard\li1133\ri0\sl
-413\slmult0 \fs24\cf0\f0\charscalex100 {contractual documentation for approval
by supervisory authorities before the underlying }\par\pard\li1133\ri0\sl-413\sl
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0\f0\charscalex100 {Requirements. Often minimum and maximum rates are establishe
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {and some fire exposu
res. This is making it difficult for e-insurance operators to undercut }\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {prices offered by tradit
ional competitors. Supervisory authorities should pay particular }\par\pard\li11
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ions and contractual documentation that are presented on }\par\pard\li1133\ri0\s
l-413\slmult0 \fs24\cf0\f0\charscalex100 {insurance providers\uc1\u8217X website
s. The supervisory authority should ensure that the }\par\pard\li1133\ri0\sl-413
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s that is not prejudicial to the interests of the }\par\pard\li1133\ri0\sl-413\s
lmult0 \fs24\cf0\f0\charscalex100 {insured, since the insured does not generally
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0 \fs24\cf0\f0\charscalex100 {policy clauses.}\par\pard\li1133\ri0\sl-413\slmult
0 \fs24\cf0\f0\charscalex100 {In the case of life insurance, supervisors should
require that certain clauses be contained }\par\pard\li1133\ri0\sl-413\slmult0 \
fs24\cf0\f0\charscalex100 {in the policies published on websites. This includes
clauses such as incontestability, }\par\pard\li1133\ri0\sl-413\slmult0 \fs22\cf0
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r contest statements made by }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\c
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\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {contracts offered over the web shoul

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arscalex100 { Electronic signatures are important not only to confirm the exis
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alex100 {also for specifying the starting date of the purchased insurance covera
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
33\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {complement it. Possi
ble reasons for such an intervention include the discovery of an error }\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {or a fundamental change
in the insured\uc1\u8217Xs risk profile. In such a case, it may be prudent to }\
par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {ask whether onlin
e insurance products should carry a \uc1\u8220Xreturn or exchange of goods }\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {policy\uc1\u8221X an
d what kind of security is needed to prevent accidental or unauthorized }\par\pa
rd\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {cancellation.}\par\pard
\li1133\ri0\sl-413\slmult0 \fs22\cf0\f0\charscalex100 {Also, supervisors should
determine whether an insurer posting offerings on the Internet is }\par\pard\li1
133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {discriminating against certai
n categories of consumers. The traditional roles of }\par\pard\li1133\ri0\sl-413
\slmult0 \fs24\cf0\f0\charscalex100 {supervisors - to ensure that compulsory ma
ss products or personal lines are affordable }\par\pard\li1133\ri0\sl-413\slmult
0 \fs24\cf0\f0\charscalex100 {and available, and to ensure the fair treatment of
consumers - should be maintained with }\par\pard\li1133\ri0\sl-413\slmult0 \fs2
4\cf0\f0\charscalex100 {regard to products offered on the Internet.}\par\pard\li
1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {4. Marketing_of_E-insuranc
e_products_}\b0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {
Supervisory bodies should preserve the fairness of information presented to cons
umers }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {and shoul
d attentively monitor the marketing of e-insurance products. Advertisements }\pa
r\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {should not be misle
ading, past experience should not be used to predict future results, and }\par\p
ard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {products should not mi
srepresent benefits. Often insurers differentiate their products from }\par\pard
\li1133\ri0\sl-426\slmult0 \fs24\cf0\f0\charscalex100 {those of competitors by i
naccurately describing or overstating advantages and benefits. }\par\pard\li1133
\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {When an intermediary (an agent o
r broker) offers insurance products over the Internet, }\par\pard\li1133\ri0\sl413\slmult0 \fs24\cf0\f0\charscalex100 {such a seller should be required to obta
in a license before establishing a presence on the }\par\pard\li1133\ri0\sl-413\
slmult0 \fs24\cf0\f0\charscalex100 {web. The licensing procedure should require
the intermediary to undergo competence }\par\pard\li1133\ri0\sl-413\slmult0 \fs2
4\cf0\f0\charscalex100 {tests, and the its e-insurance platform and website shou
ld be screened in the same way as }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0
\f0\charscalex100 {those established by insurers.}\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100\b {5. Combating_fraud_}\b0 \par\pard\li1133\ri0
\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Supervisors and regulators typically
maintain that sales over the Internet increase }\par\pard\li1133\ri0\sl-413\slm
ult0 \fs24\cf0\f0\charscalex100 {opportunities for insurance fraud, money launde
ring and the mis-selling of insurance }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
\cf0\f0\charscalex100 {products. Some criminal groups engage in mass subscriptio
n of single policies under }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\cha
rscalex100 {false or given identities, redeeming the policies quickly thereafter
in order to launder }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale

x100 {money. As no direct contact is established between parties to an insurance

contract }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {estab
lished via the Internet, e-insurance is an obvious target for money laundering }
\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {operations. Supe
rvisors should ensure that e-insurance providers have sound mechanisms }\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {in place for authenticat
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
33\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Also, to trace unsou
nd or fraudulent operators and consumers, it is paramount that }\par\pard\li1133
\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {supervisory authorities establis
h communication networks among themselves to share }\par\pard\li1133\ri0\sl-413\
slmult0 \fs24\cf0\f0\charscalex100 {information on such perpetrators. E-insuranc
e, like other e-finance businesses, is at risk }\par\pard\li1133\ri0\sl-413\slmu
lt0 \fs24\cf0\f0\charscalex100 {from both internal and external security threats

(infiltration, corruption and theft of }\par\pard\li1133\ri0\sl-413\slmult0 \fs

24\cf0\f0\charscalex100 {customer data files). Increased connectivity, in partic
ular the connection of internal }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f
0\charscalex100 {networks with the Internet, introduces new vulnerabilities that
require the deployment of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\cha
rscalex100 {more advanced and effective security tools. Regulators should take s
teps to ensure that e-}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscal
ex100 {insurance providers have the necessary security in place to protect the i
ntegrity of }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {inf
ormation and the privacy and confidentiality of policyholders\uc1\u8217X data, w
hether the data }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100
{storage is performed by the e-insurance provider or outsourced to Internet serv
ice }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {providers.}
\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {6. Public_Comp
laints}\b0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Inter
net-based reporting and monitoring of public complaints could prove an }\par\par
d\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {indispensable tool for i
nsurance supervisors. In a number of countries, formal offices }\par\pard\li1133
\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {within the supervisory authority
have been established to respond to insurance customers' }\par\pard\li1133\ri0\
sl-426\slmult0 \fs24\cf0\f0\charscalex100 {complaints. Their purpose is to strea
mline administrative procedures and sometimes to }\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100 {serve as an alternative to judiciary proceedin
gs. For supervisors, the monitoring of }\par\pard\li1133\ri0\sl-413\slmult0 \fs2
4\cf0\f0\charscalex100 {complaints provides a very useful source of information
for holding insurers responsible }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\
f0\charscalex100 {for their offered services. To resolve complaints, supervisors
should facilitate }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex1
00 {communication between insurers and complaining customers. They should make s
ure }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {that compan
ies have complied with the law and have responded promptly and fairly, and }\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {they should inform i
nsurers of problems that customers experience with contract }\par\pard\li1133\ri
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ical aspects of the website. Also, websites posting }\par\pard\li1133\ri0\sl-413
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ormation for the official authority dealing with }\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf0\f0\charscalex100 {consumer complaints, and the site should clear
ly describe the mechanism for dispute }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
\cf0\f0\charscalex100 {settlement. One of the simplest and most useful Internet
tools is the FAQ (frequently }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\c
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navigable FAQ page }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex
100 {can satisfy the vast majority of public queries.}\par\pard\li1133\ri0\sl-41
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
33\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {educational material
to help consumers understand the products they buy. Also, }\par\pard\li1133\ri0
\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {supervisory authorities should provi
de guidance and educational material on their }\par\pard\li1133\ri0\sl-413\slmul
t0 \fs24\cf0\f0\charscalex100 {websites for consumers interested in purchasing i
nsurance online. Insurance laws, }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\
f0\charscalex100 {regulations and statistics can be made more easily and widely
accessible through the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charsca
lex100 {Internet. Most Latin American and Asian as well as many African and Cent
ral and }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Eastern
European insurance supervisory authorities have already established websites }\
par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {designed to infor
m the public.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100\b {
8. Supervisory_efficiency}\b0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\c
harscalex100 {The advantages that the electronic format offers for compiling and
processing data allow }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charsca
lex100 {supervisors to devote more time and resources to analyzing periodic fina
ncial reporting }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100
{by insurers. Many supervisors in developing and emerging markets have dedicated
web }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {sites for
the submission and processing of reporting from insurance companies, and }\par\p
ard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {several have developed
Internet-based solutions. The Egyptian Insurance Supervisory }\par\pard\li1133\
ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Authority is offering a financial
reporting application, on a cooperative basis to its }\par\pard\li1133\ri0\sl-4
13\slmult0 \fs24\cf0\f0\charscalex100 {counterparts in other African countries.

Whenever an insurance provider establishes an e-}\par\pard\li1133\ri0\sl-426\slm

ult0 \fs24\cf0\f0\charscalex100 {insurance operation in a country, a continuous
dialogue should be established between }\par\pard\li1133\ri0\sl-413\slmult0 \fs2
4\cf0\f0\charscalex100 {the e-insurer and the regulatory body to resolve areas o
f uncertainty before the operation }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf
0\f0\charscalex100 {is launched, and to contribute to regulatory development. Au
thorities should continually }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\c
harscalex100 {adapt their insurance legislation to the needs of their insurance
consumers, taking into }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charsca
lex100 {account shifting consumer interests.}\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf0\f0\charscalex100\b {9. Supervising_cross-border E-insurance_activitie
s}\b0 \par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {Among fact
ors that have inhibited the development of cross-border e-insurance are the }\pa
r\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {wide variations reg
ulatory and supervisory requirements between national and state }\par\pard\li113
3\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {jurisdictions. If an e-insuranc
e operator wants to offer services in several jurisdictions, it }\par\pard\li113
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s and comply with the respective jurisdictions\uc1\u8217X }\par\pard\li1133\ri0\
sl-413\slmult0 \fs24\cf0\f0\charscalex100 {supervisory, tax and other authoritie
s. It may be difficult to incorporate all the different }\par\pard\li1133\ri0\sl
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s into a single e-insurance platform.}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\
cf0\f0\charscalex100 {Recent studies have concluded that the actual differences
between national approaches }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\ch
arscalex100 {are so extensive that e-insurers are unlikely to do business on a m
ulticountry basis in the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\chars
calex100 {near future. A more likely development would be increased targeted pen
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l-213\slmult0 \fs18\cf0\par\pard\li9533\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li
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lt0 \fs24\cf0\f0\charscalex100 {insurance services in that national market, e-in
surers should clearly indicate on their }\par\pard\li1133\ri0\sl-413\slmult0 \fs
24\cf0\f0\charscalex100 {website their identity (address, home country) and the
jurisdictions in which they are }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f
0\charscalex100 {legally permitted to provide insurance services. Also, e-insura
nce providers should post }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\char
scalex100 {strong specific disclaimers and risk warnings directed to citizens of
countries where the }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscale
x100 {e-insurer is not authorized to operate. The home country supervisory autho
rity should }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {obl
ige e-insurers to post such disclaimers and warnings.}\par\pard\li1133\ri0\sl-41
3\slmult0 \fs24\cf0\f0\charscalex100 { The growth of cross-border e-insurance w
ill necessitate a harmonization of regulatory }\par\pard\li1133\ri0\sl-413\slmul
t0 \fs24\cf0\f0\charscalex100 {and supervisory frameworks, the recognition by in
surers of home country regulators and }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
\cf0\f0\charscalex100 {of home country complaints and dispute settlement mechani
sms. Thus it will require }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\char
scalex100 {extensive cooperation between regulatory bodies around the world. Suc
h developments }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {
could be part of international negotiations on the opening of national financial
markets }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf0\f0\charscalex100 {such a
s those conducted under the aegis of the World Trade Organization.}\par\pard\li9
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
33\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par
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24\cf1\f0\charscalex100\b \ul {CONCLUSION}\b0 \ul0 \par\pard\li1133\ri0\sl-426\s
lmult0 \fs24\cf1\f0\charscalex100 {It is evident that the insurance industry is
gearing up for e-insurance. Insurers, }\par\pard\li1133\ri0\sl-413\slmult0 \fs24
\cf1\f0\charscalex100 {intermediaries and reinsurers are investing in IT and try
ing to determine the proper }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\ch
arscalex100 {business model to follow. The fundamentally information heavy natur
e of the insurance }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex1
00 {product will eventually make full e-business treatment a workable option pro
vided that }\par\pard\li1133\ri0\sl-413\slmult0 \fs22\cf1\f0\charscalex100 {effi
ciencies do materialise and are passed on to consumers. To succeed as einsurance
, it }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {has to be
cheaper and better than the traditional offline option. Today IT is widely used
to }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {handle commu
nication with intermediaries, policy processing, premium notices, market }\par\p

ard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {analysis, sales foreca

st and accounting. Clearly, insurance is an information-intensive }\par\pard\li1
133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {enterprise and is thus suitab
le for ecommerce. Many insurers and intermediaries have }\par\pard\li1133\ri0\sl
-413\slmult0 \fs24\cf1\f0\charscalex100 {realised that e-insurance is not just a
bout distributing insurance products on the internet }\par\pard\li1133\ri0\sl-41
3\slmult0 \fs24\cf1\f0\charscalex100 {and have incorporated their e-business pla
ns into their overall business strategy.Adopting }\par\pard\li1133\ri0\sl-413\sl
mult0 \fs24\cf1\f0\charscalex100 {e-insurance and introducing change in IT syste
ms is an incremental process, not an event, }\par\pard\li1133\ri0\sl-413\slmult0
\fs24\cf1\f0\charscalex100 {and should stem from a fundamental need to re-engin
eer and modernise business }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\cha
rscalex100 {processes in order to better respond to client demand, as well as to
the client\uc1\u8217Xs own }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\ch
arscalex100 {adoption of internet technology. Substantial investments may be req
uired and open }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {
communication with stakeholders and policyholders should be a given. Insurers sh
ould }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {focus on g
rowth as well as on cost reduction. Efficiencies may materialise, but forecasts
}\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {and calculation
s must not undermine the costs of online client acquisition, retention and }\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {marketing, in partic
ular if the insurer is of the internet pure-play type. }\par\pard\li1133\ri0\sl413\slmult0 \fs24\cf1\f0\charscalex100 {
Website functionality is an issue i
n its own right, requiring a proper definition of }\par\pard\li1133\ri0\sl-426\s
lmult0 \fs24\cf1\f0\charscalex100 {customer and product profiles. It also needs
precise interlocking with powerful back-}\par\pard\li1133\ri0\sl-413\slmult0 \fs
24\cf1\f0\charscalex100 {office IT. Insurers and intermediaries need to examine
how they can achieve the most }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\
charscalex100 {possible value added through an online presence. A fundamental pr
oblem of all insurance }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charsca
lex100 {websites is the low rate of repeat visits by existing customers. Increas
ing repeat visits, as }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscal
ex100 {well as new traffic to the insurer\uc1\u8217Xs website is essential.}\par
\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {
Unfortunately,
there is no clear recipe for success and e-insurers may have to look }\par\pard\
li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {very closely at the intern
et habits, demographics and lifestyles of their clients to find }\par\pard\li113
3\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {answers. Once improvements are
achieved, the existing e-insurance infrastructure must }\par\pard\li1133\ri0\sl413\slmult0 \fs24\cf1\f0\charscalex100 {be used to market financial products rel
ated to a customer\uc1\u8217Xs insured assets, within the }\par\pard\li9533\ri0\
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par\pard\li9533\ri0\sl-266\slmult0 \fs24\cf0\f0\charscalex100 {36}\par\pard\sect
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3\margtsxn666\margbsxn173\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li11
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\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {limitations set by i
nsurance and financial regulations of the market. Regular updates are a }\par\pa
rd\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {requisite feature. Onli
ne traffic should be analyses from the point of view of how it can }\par\pard\li
1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {be converted to income and w
hether the website and the general IT infrastructure are well }\par\pard\li1133\
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rs and regulators. The power of the internet }\par\pard\li1133\ri0\sl-413\slmult
0 \fs24\cf1\f0\charscalex100 {should be harnessed to improve consumer protection
and education and awareness }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\c
harscalex100 {building. It can also be used to receive and process periodic fina
ncial reports, thereby }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charsca
lex100 {freeing up resources for supervising management and insurance practices.
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lves }\par\pard\li1133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 {and co-ord
inate activities related to preventing fraud and money laundering.}\par\pard\li1
133\ri0\sl-413\slmult0 \fs24\cf1\f0\charscalex100 { E-insurance faces three se
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back office and online, onto the World Wide Web. }\par\pard\li1133\ri0\sl-413\sl
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rscalex100 {continue to meet public need and also to address public concerns (es
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3\slmult0 \fs24\cf0\f0\charscalex100\b \i {Indian Insurance Industry: Prospects
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fs22\cf0\f0\charscalex100\b \i {Principles On The Supervision Of Insurance Activ
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2000), \uc1\u8220X}\fs24\cf0\f0\charscalex100\b \i {The Impact Of E-Business On
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\charscalex100\b \i {Pressure To Adapt \uc1\u8211X Chance To Reinvent}\b0 \i0 \f
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0\charscalex100 {8, United Nations Conference On Trade And Development, United N
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. (}\fs24\cf3\f0\charscalex100 {http://r0.}\fs24\cf3\f0\charscalex100\b {unctad}
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cf0\par\pard\li1493\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1493\ri0\sl-346\slmu
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ex100 {Swiss Re: \uc1\u8220XThe impact of e-business on the insurance industry:
Pressure to adapt }\par\pard\li1853\ri0\sl-400\slmult0 \fs24\cf0\f0\charscalex10
0 {\uc1\u8211X chance to reinvent\uc1\u8221X, }\fs24\cf0\f0\charscalex100\i {sig
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