technology in insurance

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Technology in Insurance

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y Introduction

y Components of Total Underwriting System

y Application of IT

y IT & Life Insurance

y Technology & Cyber Insurance in India

y Impact of Technology on Insurers


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INTRODUCTION

The developments in IT are the working wonders in all the fields of activity.

It has become possible to send & receive information almost

instantaneously. If circulars do not reach the agent on time or doubts are not

cleared quickly, or the agent does not have detail of new plan announced in

the press, the agent may face awkward situation with the prospects. These

problems ca be totally avoided with use of IT. Insures traditionally have

been quick to adopt latest advanced in technology. This is happening in the

areas of IT as well. The extent of IT application will vary between insures.

The information technology has always played a very important role in the

operation of every life insurance company. In fact, of all the business

organization in the service sector, the life insurance companies were the

organization in the service sector, the life insurance companies were the first

to adopt Mechanization as an inalienable part of their operations all over

the world. This becomes necessary because of the two important reasons

namely-

1. The nature of services to be rendered to the policyholders.2. The need to evaluate the liability under the policies in vogue the time

of valuation.

EVALUTION OF POLICY BOND


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The first service rendered by a life insurance company to the

policyholder is the issue of policy bond. In the olden days, every policy

was Narrative type. All the policy documents & conditions applicable

had to be typed out separately. But the number of policy sold was

limited; it was possible to continue that method of preparation of policy

bond. Hence, the life insurance companies switched over to Scheduled

type of the policy documents. Here, the form of the policy bond was

standardized & as most of the conditions & privileges were similar, pre-

printed stationary was prepared. The only work left was to fill up the

details of each individual policy, viz., policy number , plan & period of

assurance , sum assured , mode of payment of premiums, instalment

premiums , date of last payment of premium, date of maturity of the

policy , age & whether admitted or not, name & address of the

policyholder , name of nominee, etc. IN order to complete the schedule

of the policy bond with these particulars, addressograph machines were

introduced. Policy particulars were embossed on zinc or aluminium

plates & these plates were used to print the particulars in the schedule

part of the pre-printed policy bonds. These plates were then used to print

advanced premium & default notices, premium receipts with counterfoils

intimation sent to the policyholder. The companies also had Unit

Record Machines, otherwise called Power Samas Machines which

were operated using punch cards. These were parallel records in which

the policy particulars were punched in the prescribed fields. There were

two types of cards namely-

1. Premium master cards


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Premiums master cards were utilized to account for the premiums

received & then for generating lists of lapsed policies.

2. Valuation CardsValuation Cards were prepared to be utilized for the valuation of

liabilities under the policies. There was one-on-one correspondence

between the adrema plates & premium master cards.

With the advent of the micro processors, the addressograph

machines along with the adrema plates & the unit record machines

along with the premium master cards became redundant & went out of

use. Both were replaced by a new kind of record called Policy Master

for each policy, integrating both adrema plate & premium master card.

A part from the ease with which servicing of the policies could be

rendered through micro processor operations, the speed with which the

same can be undertaken. The speed was necessary because of the

tremendous increase in the volume of the new business & much larger

increase in the number of service operations.

For Example

LIC of India has about 13crore of policies. Assuming that about 20% of

these are under salary savings scheme, i.e. about 2.4crore, & another 20%

in paid-up condition, there remain approximately 8crore policies under

which premiums are received by yearly, half-yearly or quarterly. Usually,

50% are under quarterly, about 20% under yearly & 30% under half-

yearly mode of payment, i.e. Rs.1.6crore under yearly, Rs.2.4crore under


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requirements such as medical examinations, inspection reports &

laboratory test results. Some can even do discrepancy processing (i.e.

comparison of the decision based on the information on the application &

information from other sources, noting & dealing with the discrepancies

such as unadmitted histories).

Fourth Generation: Knowledge based Decision Assistance Tools

This is relatively a new system which provides underwriters

with the knowledge-based systems to underwrite complex impairments &

to help them to manage their administrative workload. They have been

designed to enhance the risk selection process. Their use by the

underwriters can help them to manage the mortality expenses by applying

consistency to the underwriting process.

Fifth Generation: Total Underwriting Systems

The fifth generation of underwriting systems encompasses &

surpasses the previous systems. They integrate all the components

discussed above into a single system; they also include a management

information system for the entire process. This is the essence of the

underwriter work, which, as discussed above, would be integrated into

the entire administrative flow for its greatest impact.


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Components of a Total Underwriting System

A total underwriting system needs to address the entire decision

making process of underwriting, which starts at the time an application is

completed & does not end until a policy is issued. The system needs

multiple components for each of the essential functions.

Initial Data Entry

This is where information from the application is entered into

the system depending upon the specifications of the company & its field

force; data may be entered from an agents laptop computer, at a regional

marketing office or at the home office. Information from the agents

report, requirements ordered in the field & MIB (Medical Information

Bureau) information could also be entered for processing.

Screening

The second component is screening. This involves taking

applications & sorting them into two groups: clean ones & those in need

of further processing. This is fairly simple. Screening checks that

applications need no further requirements, have all medical & non-


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medical questions answered properly, are within certain age & amount

limits, & have acceptable finances & an appropriate beneficiary.

Approved cases are sent directly to the administration system.

Initial Underwriting

A pplications that are not approved by screening flow into the

next component are called initial underwriting. This series of

knowledge-based systems defines underwriting problems & determines

why the case required further processing. It checks for age & amount

requirements & examines the financial, non-medical & medical aspects

of the case, as well as the interaction among the. It decides if there is

sufficient information to deal with the problems, it has defined.

For Example

If a proposed insured to a minor illness two years ago, the system will

allow the case to pass through for most ages & amounts, unless the

provider of the service was unusual. However, if there is a history of

angina, the system will not try to approve the case but will refer it to an

underwriter. Prior to its referral, the system determines requirements,

identifies the appropriate underwriting guidelines. In this way the initial

underwriting deals with cases not needing an underwriters attention &

pre-processors those it cannot approve.

Requirement Processing


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Since underwriting is an iterative process with information

from many sources being reviewed at different times, a total underwriting

system permits information (from requirements such as the medical

examination, blood pressure, etc.) to be entered into system directly from

the provider or by home personnel. Processing requirements are similar

to initial underwriting, except that discrepancy processing is done by

comparing the details of the information from the application with those

received later. In this way, data from different sources is compared to

uncover new problems. If there is significant history or physical finding

on the examination that was not admitted on the application, it is noted &

the appropriate work-up is ordered. If no problems are discovered cases

can be automatically approved without consulting an underwriter.

Workflow Tools

Underwriters need certain tools to process their cases

administratively. A total underwriting system provides these. They

include front-end tools, back-end tools & status functions. The front-end

workflow tools keep track of cases, their requirements & underwriting

problems. The in-tray function accesses cases electronically assigned to

the underwriter. Rather than getting a stack of files, the underwriter now

deals with an electronic stack of case. For each case there are detailed

underwriting problems & their actions. Other tools allow the underwriter

to manipulate, track & change the underwriting problems & requirements

of a case. There is also an electronic notepad for the underwriter which

can be integrated with an electronic mail system for field communication.


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The back-end workflow tools assist in the final administrative details of a

case: forms to be signed, post-issue requirements preparation, reporting

of MIB codes & the process of requesting reinsurance.

The status lets non-underwriters to review the selected case

information. An agents status reveals the data from the application, as

well as the requirements & whether they have been received.

Information Display

The information display component gives online access to

underwriting guidelines with several types of automated searches to

improve the access of information. It also makes available other

underwriting references, such as medical dictionaries & drug references.

Impairment Knowledge-based Systems

The next component is the impairment underwriting

knowledge-based systems. These programs deal with impairments such

as high blood pressure, diabetes, cancer, respiratory disorders, aviation &

coronary heart disease. Their logic is patterned after the knowledge &

thought processes of expert MDs & underwriters. Information is

requested from the record & a rating is suggested. If underwriters choose,

these will guide them through the detailed decisions needed to underwrite

impaired cases.

Management Reporting


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This component generates administrative & other reports on the

decisions made within the system. Reports can be created by the

management from the database of information.

Benefits

Underwriting systems have many benefits. For underwriters

they limit the number of cases that need to be received, because the

system is able to process them without intervention. In this way the

technology improves the work of underwriting by eliminating

unnecessary routine cases. Several companies have developed

knowledge-based systems for this purpose & have been very pleased with

results. As an underwriting officer stated This gives the underwriter to

deal with more complex & time-consuming cases which was one of the

reasons for installing the system. Furthermore, initial underwriting

knowledge-based systems decrease the number of times a case needs to

be reviewed by an underwriter, because requirements are ordered &

processed by the system prior to the underwriter seeing the case.

For the producer, service is greatly improved. This is possible

because some applications can be approved by the system almost

immediately, without having to be seen by an underwriter. One company

that has integrated this type of system with its field offices is able to

electronically approve some applications in less than 15 minutes. Also,

the sales process can be helped by determining all requirements (both

those required for age & amount & those necessary for a specific cause)


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immediately so that producers do not have to contact an applicant a

second or third time for additional information.

Knowledge-based systems can improve underwriter

productivity in other ways with workflow management tools. Although

these systems do not do any underwriting themselves, they do manage

the paperwork in the ordering & keeping track of requirements. Such

tools decrease the clerical work of underwriters & improve the workflow

in underwriting departments by eliminating unnecessary paperwork.

A part from reducing underwriters work, knowledge-based

systems can provide decision-assistance tools in the risk classification

process. Impairment underwriting knowledge-based system is

sophisticated decision-support tools. They assist in the determination of

ratings by promoting the user for information & correlating that

information with underwriting guidelines & the programmed thought

processes of expert underwriters. They serve as an excellent training tool

for the junior underwriting & assist experienced underwriters in very

complex cases.

In addition to helping in the actual underwriting decision

making, knowledge-based systems can assist the underwriting manager

with the overall underwriting process. Once information has been entered

into the knowledge-based system, it becomes available for management

reporting & decision making. This allows underwriting managers to

follow the screening of cases by the system, as well as the ordering of

requirements & the rating of impairments. These decisions can be tracked

according to agent, agency or underwriter so that underwriters can

interact better with the producers with whom they work; underwriting

managers can also more effectively manage the underwriters who report


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to them. Previously unavailable management information tools are made

readily available, as is information on specific underwriting decision

making.

Application of IT

As awareness of quality began growing among policyholders in

India also, LIC of India had to think of many applications of information

technology was undertaken on a huge scale. All the 2050 branch offices,

which are servicing centres, were equipped with computer systems.

Training of employees also was organised on a large scale. Several

software packages for different servicing operations were introduced. A

cash module was introduced, operating which, the cashier, while sitting

at his desk, is enabled to print & issue official receipts on the spot to the

policy holders when they tender money towards premiums, the entire

operation takes a few minutes. A new business module was introduced

which enabled even underwriting operations to be computerized. It

brought a complete integration of all activities connected with the

processing of policy documents. Similarly, loans & surrender value

module, policy revival module, claims module were also introduced.

Now a revival quotation, a policy quotation, or a maturity claim

intimation letters are generated on the computer. All these gave

tremendous boost to the efficiency in rendering service to the policy

holders.


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Up gradation of technology also helped in another direction.

Several reports, which could be used as MIS, get generated for use by

managers at all levels. This helps management to review performance

against prescribed indices & to take appropriate corrective actions where

necessary.

To bring out revolutionary changes in communication to

policyholders, several steps were taken. Inter-Voice Response Systems

have been introduced which help policyholders ascertain several types of

information about their policies like policy status, premium position, loan

amount, maturity/next survival benefit due, accumulation of bonus, etc.

over telephone lines in the language of his choice. The policyholder can

also get the information on fax. MAN is installed in several cities, which

enables policyholders to pay their premiums or get their status reports,

revival/loan/surrender quotations in any of the branch offices convenient

to them in the cities. Now, many of the cities with MAN are connected

by WAN which enables policyholders to pay premiums any where in the

country. E-mail connections have been established in many of the offices

& internet connections have been given to all divisional offices, all

departments in all zonal offices & central office. A website

(www.licindia.com) was setup to give information on internet about the

organization, products & services. The web-page has been made

interactive with features like On-line Premium Calculation, On-line

Bonus Calculation, On-line Forms, etc. The site also includes a feature

on Frequently Asked Questions by Non-Residents Indians. The page

Contact Us provides all e-mail addresses of the office to aid

communication. Information is available on the website in Hindi also.


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The corporation has also setup interactive touch screen based multimedia

kiosks in prime locations in the metros & major cities for dissemination

of information on the products & services. The corporation has plans to

redesign these kiosks to provide policy details & accept premium

payments. All these applications have definitely brought a great amount

of satisfaction of policyholders. The steps taken by LIC of India during

the past 5 to 6 years are an indication of the important role that

information technology can play in ensuring a very high quality in the

servicing operations of a life insurance company. Several private life

insurance companies also are utilizing the latest technology available

including creating their own websites. A few private websites like Bima

online also have been established.

Technology is the most important tool in another very

important area of a life insurers functions. It is valuation. The process by

which the values of various policies of insurance existing at a point of

time are obtained is called valuation of liabilities of an insurer was

small, policy values used to be calculated for individual policies. But

when the number of policies runs into several lakh or crore, as at present,

it is extremely inconvenient to calculate the value of each contract

separately. Methods have, therefore, been advised to collect data for each

plan insurance in a form suitable for valuation in groups having some

common characteristic like age, duration or term to run to maturity & the

like. Grouping is done only if there is sufficient number of policies to

make of a reasonable size. For a sufficient large life insurance

organization, this work is possible only through application of

technology. It is a legal requirement today in our country for a life


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insurance company to conduct an actuarial valuation every year. This

adds to the importance of IT applications.

With the increasing complexity of products both life insurance

& pension entering the market, the field force, especially the agents need

a large support from the company represent. While discussing life

insurance program with potential customers, agents need sophisticated

information including benefits, comparisons, needs & matching

products, rates & impact on the customers budget, return, etc. like in

Japan, life insurance companies in India may also supply Palm-Tops to

their sales force. This will be possible only through extension of the

concepts of information technology.

Market research is another area where information technology

has a great role to play. Today, the customer has become the centre

around the entire market revolves. The world is fast moving towards

market driven economy. Organizations, which were merely based on

sales concept, are eagerly aiming to convert themselves into marketing

organizations. Life insurance companies which primarily deal with the

financial needs of the people cannot ignore these realities. The life

insurance market has become very dynamic. The needs, aspirations,

attitudes, buying behaviour, standards & quality of life are changing. The

perception of what constitutes standard of life is also undergoing a

metamorphosis. Different types of products are the need of the hour. The

demand is more for flexible rather than packaged products especially

in the services market. To certain its share & to improve it, there is no

alternative for any life insurance company than to have a continuous


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market research. The company should know the demographic changes

taking place in the society. They should know what is selling & where.

They should know the pace of sales on day to day basis. They should not

only know the emerging customer profile but also the size of the market.

All these need a scientific market survey & research either done in-house

or outsourced. A typical market survey report is appended which shows

the enormity of the job. Without the support of technology, this will be

an impossible task for the company.

IT & Life Insurance

Technology is remaking the insurance industry as companies of

all sizes discover new ways to use web-based services to expand their

reach & profitability. Adaptations range from online requests for a phone

call from an agent to quote on car insurance, online agency franchises,

and risk management for $100-million plus in the Netherlands. Even that

list only scratches the surface.

Forrester research estimates that at least $11 billion of the

annual auto insurance market is expected to be researched or purchased

online by 2007. That amount is 9% of the market, & thats just for

personal auto insurance. The insurance industry is the perfect example of

a good fit for technology, but insurers should avoid simply using

technology.


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For technologys sake technology has enabled the companies to

save customers time & has made doing business more convenient &

efficient. The agent is a key part of the operation, particularly in handling

large estates, pension plans, & key-person insurance. The companies are

trying to make the agents job easier & more efficient by taking the

administrative duties to the internet, so the agents can devote more of

their time & energy to selling. The companies aspire to embody the best

skills of the (physical) agent through an internet resource to research &

purchase insurance online. The companies also enable the customers to

take their own decisions. If an agent doesnt add value, the internet will

eliminate that role. So, traditional insurance agents will have to

concentrate on the value they add. Web-based format reduces the amount

of redundant data entry, automates the generating of reports & allows

electronic exchange of the information. But with projects of a large size,

the information can get quite complex. In the latest scenario, many

people will research insurance online but not buy it, he predicted. Most of

the people want a person to deal with, but were finding that a growing

number of customers are more open to buying online than we might have

expected.

Technology & Cyber Insurance in India

The opening of the insurance industry in India would boost

competition, facilitate technology transfer & lead to new products, better

customer service, deeper & wider insurance coverage & many more

opportunities for employment. As new private sector entrants enter into

India, opportunities in the insurance industry, which is gaining


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prominence the world over, is the development of technology & cyber-

insurance strategies. Cyberspace is a risky place. Companies conducting

business over the internet are exposed to a variety of new, unpredictable

& serious exposures such as servers crashing, computer viruses,

destruction of data, e-mails disappearing & attack from hackers for which

there are few precedents in terms of risk management & even less actual

insurance coverage.

Cyberspace presents unique challenges to risk managers for

several reasons, the foremost being that there is no standard risk profile.

The wide variety of internet-related businesses, such as ISPs, content

aggregators, certification authorities, online merchants & software

developers, all contribute to the difficulty of developing a single risk

profile. Enacting appropriate insurance policies for ensuring cover for

security issues & intellectual property rights issues is vital.

For safe business transaction, what is needed is a secure legal

environment & while legislation in India is providing this environment

with the enacting of laws dealing with the internet, insurance companies

in India should provide comprehensive protection policies for a business

against web-related risks, such as hackers &viruses, credits card &

employee fraud, business interruption losses action. Essentially, the

policy can fill the gaps in coverage that have opened up between standard

insurance policies due to the fact that the way business is done has

changed. Intellectual property infringements: content providers who

use content of others without permission can trigger these risks. Errors

& omission liability: these risks are typically triggered by the


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programmers, web hosts & web-designers who, through negligible in

their work cause injury/ damage to a third party. Personal injury &

advertising liability:As e-commerce grows, these risks can be triggered

by worldwide web sites, & trade publishers who publish illegal content

which may be constructed as libel. Directors liability: Directors &

officers often face the risk of litigation due to number of factors, such as

consumer protection laws, securities related laws & certain provisions in

corporate laws that place additional responsibilities on directors.

Employee liability: These risks would arise from the breach of

confidentiality & rights of privacy arising out of confidential client

information stored on a particular system or website. In addition,

employees can initiate sexual harassment charges from an employee due

to disturbing e-mail content. Legal fees: Fees incurred for litigation

arising out of various claims, such as intellectual property. Many

businesses on the internet mistakenly think their internet-related

exposures are covered by their existing policies.

Impact ofTechnology on Insures

Any new adoption needs time to get acquainted with the users

until they gain enough confidence & knowledge in that system. Recent

studies reveal that consumers lack passion for insurance because of its

complexity, but despite these push backs, a growing number of insurers

are intrigued by the significant cost savings & customer-retention

benefits to be gained through online self-service. Although carriers think

that by encouraging insurers to do transactions by online services which

would reduce operational costs vastly, they are very cynical of investing


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in web technology with the dot-com collapse. The trick lies in educating

insurers about the concept & benefits of e-services in this sector. Driving

client to initial online self-services experience into something more

interactive by call services that would involve human interaction will

certainly have a greater impact. This balanced approach is how most

insurers are enabling online self-service that not only make sense for

policyholders, but also provides support for intermediaries & agents. The

main challenge for any health companys website would be bringing all

sections of people to view their site.

They should show some positive incentives to bring customers

to their websites. Online services have own advantages like accessibility

of information 24/7, visualization of information, providing interactive

plan finder tools, adding useful links to the website, live chat

technologies etc. An online activity helps to give necessary knowledge to

consumers, which is very positive, because it implies that when people

learn more they establish a deeper relationship & a broader dialogue with

the carrier. Agents & brokers also enjoy the efficiencies that come with

writing new business & servicing their customers on websites. About

55% to 60% of customers take booklets electronically. In order to enable

efficient online self-service functions, companies typically have to update

their legacy systems.

Despite the current limits to online self-services, as the internet

continues to gain acceptance, customers probably will become more open

for using it as a conduit for insurance services.


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y Introductiony Detection V/s Reviewy Approaches to Detectiony Neural network technologyy Technical Challengesy Internet & Intranet & its benefits to Agents & Policyholdersy KIOSKy Macromedia Technology for the Insurance industryy New wave of technology offers the insurance industry healthier

future


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Introduction

Losses due to insurance fraud and abuse affect every business

and every risk manager. The stakes are high: according to the Insurance

Information Institute, 10% of claims payments are fraudulent, resulting in

$24 billion dollars in losses each year. Workers compensation claims

alone are responsible for about $5 billion in losses each year.

Unfortunately, most of this fraud is never detected, or it is discovered

after claims are paid when recovery of these lost dollars is both expensive

to do and unlikely to happen. Insurance fraud detection has taken a giant

step forward with the introduction of the same sophisticated technology

already used by most banks and credit card companies to stop fraud,

saving companies in these sectors billion of dollars each year and

reducing fraud by as much as 50%. However, as with any new

technology, considerable confusion exists as to which types of systems

are effective for which purposes. Focusing on claimant fraud in

insurance, this paper will identify types of technology utilized in fraud

detection, their scope and limitations, to help risk managers choose

appropriate technology for their needs. Fraud Detection and Technology

In reality, no one technology delivers a complete solution for fraud

detection. A complete solution is the result of the intelligent combination

of several technologies, most of which are not particularly effective if

used alone.


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The challenge of addressing the fraud and abuse problem and

the different technologies that can be used for this purpose can perhaps

best be understood through a framework of detection and review.

While detection is the process of identifying and prioritizing suspects

from the available data. Review entails confirmation of

fraudulent/abusive activity and the process of taking corrective actions

such as blocking of payments, recoupment of paid dollars and

prosecution. The variety of technologies that can be employed can

perhaps be best understood by assessing their contribution in improving

either or both of these two processes. To date, the primary emphasis has

been on the review side, with a focus on technique for surveillance,

investigation, and prosecution. Many technological tools, such as those

for ad-hoc querying or viewing of activity, have been designed to aid in

the review of potentially fraudulent claims. However, the challenging

task of detection-effectively identifying suspects in the first place-has

received less attention and currently offers the greatest opportunity for

benefit if addressed in a comprehensive fashion.

Detection versus Review

The mission is to find insurance fraud and abuse; once we do

that, we can take a variety of actions to recover payments already made

and prevent future inappropriate payments. Our starting point is the

mountain of historical transaction data (i.e., claim master-file

information, payment transaction, medical/payment detail, policy

information, etc.). Detection identifying suspects is the first step, and

is complicated by a host of technical challenges. Review is the second


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step, and requires giving human experts the information they need to

confirm fraud and abuse. Detection is a statistical game with the global of

improving the odds of finding the target. The process is analogous to

fishing for a rare fish in the ocean. Without the right tools, we are left to

fish the endless sea of legitimate claims for our rare fraudulent catch. Not

surprisingly, a tremendous amount of time and effort can be spent to

identify a single case of fraud.

The job of a detection system is to filter the entire ocean and

scoop out a small pond containing a significant fraction of the total fraud

so that the ratio of fraud to non-fraud is much more in favour than it was

in the ocean. Fishing in a well-stocked pond translates into substantial

savings because we can use the system to focus expensive human

expertise on reviewing those claims that are most likely to pay off (in

settlements, averted future fraud and abuse or successful prosecution).

We stop wasting effort reviewing false leads, and we prioritize effort to

inspect the most important cases first.

The effectiveness of a detection system can be quantified using

the following two metrics:

Detection-rate (the percentage of total fraud isolated in the pool of

suspects) and false-positive-rate (the ratio of legitimate to fraudulent

entities in pool of suspects).

Review


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The review process gathers the evidence that human experts

need to confirm fraud and abuse. Because of the complexity of detecting

provider fraud and abuse, no system can be 100% accurate in selecting

fraudulent claims. Once the detection system has generated a pool of

suspects, expert claims adjusters or fraud investigators are needed to

review suspects, conducts the appropriate investigation and bring the case

to closure. The experts may use technology to help them navigate

through, visualize or analyze the detailed data behind a case. Detection

can be likened to the front end of the fraud-fighting process, while

review is analogous to the back end. Many tools offered to assist in the

fight against fraud and abuse, such as those allowing for the reviewing of

and ad-hoc querying of claims databases are useful for the review

process. Other technologies, such as those involving link-analysis

(looking at the activity of individuals coming in contact with a particular

individual), are also most useful after a suspect has been identified.

While these techniques can be important, for example, investigating rings

to which given suspect may belong, the question remains: Where does

the suspect initially come from? Furthermore, the reality is that most

fraud and abuse is opportunistic and does not involve elaborate rings. A

detection system is necessary to uncover suspicious activity in the first

place.

Most approaches to detection employ a manual process

dependent on human intervention a claims adjuster spotting unusual

activity in a claim or a whistle-blower (eg., a co-worker or disgruntled

ex-spouse) calling a 1-800 fraud line. In some cases, simple red-flag rules

are used to assist in the identification of potentially abusive activity or


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simple statistical tools that profile peer groups and use standard

deviations to identify outliers. These are good first steps, but there is

much room for improvement. There is great potential for insurance

organizations to identify more fraud and abusive and identify it closer to

its onset. Because detection has received far less attention than review,

this paper will focus on the application of technology to the detection

problem.

Detection Review

Finds suspicious behaviour Finds out what is suspiciousIdentifies the suspects Identifies suspicious information

Pools the suspects Compiles the evidence

Rank orders suspects by level of

suspicion

Provides an action plan based on the

evidence

Provides reasons for the suspicion Confirms the suspects

Approaches to Detection

Two fundamental approaches to detection are rule-based and

model-based. The nature of fraud and a comparison of these two

approaches can be better understood by using the analogy of the amoeba.

Using Rules to Detect Fraud and Abuse

Rules (or red-flags) are often developed to identify suspect

claims. For example, neck injuries are more likely to be fraudulent than

head injuries. Hence, a rule may identify neck injury claims as suspect.


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However, even though neck claims have a higher risk of fraud than head

claims, it is still the case that far more neck claims are valid than are

fraudulent, so the rule may be refined to further restrict the claims

identified as suspect (e.g., an employee on the job for less than one year).

In terms of the amoeba analogy, the boundaries of the regions defined by

rules (shown as squares in the diagram below) are very simple compared

to the boundaries of the amoeba. Usually, a rule has some overlap with

the amoeba but also has some area outside the amoeba. A tremendous

number of rules are required to cover the amoeba and fill its multi-

dimensional space.

In actually, rules-based systems are most beneficial to find

evidence, not detect suspicious claims. This means rule-based technology

is effective as a tool for review, but not effective enough for pure

detection to summarize rule-based technology.

Pros Cons

Used in decision support systems to

identify claims that depart from

normal behaviour in predictable

ways

Rigid ifthen statements (if the

rule is lenient, it detects few

suspicious claims; if strict, it

identifies too many false-positives)

Increases adjuster efficiency by

making some decisions automatically

Time-consuming and expensive to

maintain and evolve

Improves consistency applies the

same rules to all incoming claims

Detects fraud and abuse narrowly

Good initial results when rules On an on-going basis, detection rates


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applied to a pool of claims gathered

over a period of time

typically diminish rapidly

Neural Network Technology

Within supervised or unsupervised models, a variety of

technologies are available. Amongst the most powerful are neural

networks. Humans cannot simultaneously consider more than a handfullarge amount of data to identity those patterns- comprised of interactions

involving multiple variables- most indicative of fraud. In a supervised

model setting, a neural net model can consider hundred of variables in

developing a score through a learning process of looking at known

historical example of good and bad pattern of behaviour in an

unsupervised setting, a neural network can characterize complex

behaviour pattern to identify those claim that are most similar to each, as

well as claims that are most unusual.

Traditional statistical method (for example, regression) can, in

theory, produce models that are just as accurate as those produced using

neural network technology. However, because such methods rely upon

human experts (typically statisticians) to explicitly determine the

complex predictive power of a neural network model. Furthermore,

maintenance of traditional statistical models is costly.

Technical challenges


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The task of insurance fraud and abuse detection is accompanied

by a host of technical challenges. An effective solution to the problem

requires a comprehensive approach, enabled by a variety of technologies

that addresses these technical challenges head-on. Some of these design

issues include:

y On-going reassessment of fraud riskBecause fraud may not exist at the time the claim is

submitted, or because evidence of abuse may not yet be

apparent, a system must reassess each claim over and over onan on-going basis.

y Understanding raw dataThe starting point the raw mounting of data. A through

understanding of this data requires careful analysis and

domain expertise. Furthermore, regardless of what

technologies are employed, careful engineering is requires

addressing issues of data being messy, missing or non-

standardized.

y Behaviour from ongoing transaction dataCharacterizing claim activity involves the summarization of

all transactional data (e.g., payments or medical service

details). This summarization must not lose key aspects of

activity.

y Complex pattern in data


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Identifying which claims are most suspicious requires a

comprehensive analysis of many different features

characterizing the claim and its activity. A detection system

must be able recognised those patterns of behaviour most

indicative of fraud.

y Limited examples of confirmed fraudulent claimsIn many cases, only a small number of known examples of

fraud may exist in the historical data. One must be to handle

such situation when developing the detection system.

y Prioritization of suspectsIn order to match work levels to staffing constraints, which

may be different customers and may vary over time, a

detection system must allow for prioritization of suspects.

Scoring models provide a rank-ordering of all suspects so that

attention can be focused on those deemed most suspicious.

y Effective use of detection resultsIn order to effectively use the detection systems explanations

for what makes a claim look suspicious should be provided,

strategies for effective workflow assignment should be

determined ( e.g., match resources with suspects that are most

beneficial to review ) and tools to review the results should be

available (these may already exists).

y System maintenance


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The system performance must not deteriorate due to changing

patterns of activity over time. Because neural network models

are built from data and automatically learn complex patterns

within the data, they can be efficiently redeveloped. Indeed, as

more examples of abuse become known, model performance

can be expected to improve over time. The complexity of

integrating these technologies into a single product is

immense, but so is the benefit. These features make such an

integrated product a truly powerful tool in the fraud detection

process and also help to integrate it with the review process.

Internet & Intranet

The internet is a worldwide system, accessible

through computers. Information travels through the internet at

incredible speeds. It cuts across national & international

boundaries. While the internet allows access for anybody

from anywhere, the internet is an in-house network, working

on the same principal. The difference is similar to the

difference between a national newspaper & in-house news

magazine, which is for private circulation. If an insurer has an

intranet system, the information in the intranet will be

available only to its offices & personnel. The policyholders

will not be able to access the data in the intranet. Circulars

meant for internal circulation can be posted on the intranet, &

everybody will have immediate access to it, however far away

he may be located. In the intranet also, it is possible to restrict


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some information to certain categories of persons, who will be

identified through passwords.

Both internet & intranet enables users to do the

following at any time (24 hours, 365 days)

y Send & receive letters, which are called e-mail. Every personwill have an e-mail id, which is his address in the net.

y Search, read & receive data, files, and pictures.y Buy & sell of policy.

Benefits to Agents

If the insurer has an intranet, the agent can, sitting at his

place of work, be attending the insurers office, making enquiries

about status of proposals or claims or discussing with any other

agent, for clarification or advice, whenever he wants to do it. The

physical distance between the agent & the office will not be of any

consequence at all. The benefits to agents will be

y He can receive all circulars & instructions issued by anyoffice. All delays on account of postal transmission, being

forwarded from one level to another, dispatch department,

absence of peons, wrong addresses, misplaced through

oversight, lost in transit etc. are avoided.

y Any doubts with regard to proposal, benefits, premium, andtaxation, medical examination, insurability etc., can be

discussed & got clarified directly from the person concerned.


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y Communications to & from the office will be immediatethrough e-mail & at a low cost.

Benefits to Policyholder/Prospects

Prospects can get benefit through the internet in the following ways-

y They can get details of the various policies, the benefits thereunder, the premiums payable etc.,

y Prospects can get advice on the suitable insurance plan forthemselves.

y Policyholders can get information with regards to the status ofthe policy, the premiums due, the bonuses attached, the

surrender values or loans available, revival possibilities,

nearest office for any further transactions.

y Details can also be had about housing loans or other benefitsavailable to policyholder.

y Premiums can be paid without having to go the office of theinsurer, by direct debit to the policyholder credit cards or bank

accounts.

The LIC has included in its websites, for the benefit of the prospects

& the policyholder, information relating to health issues.


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KIOSKS

Kiosks are unmanned information centres, placed

strategically at public places. They are called Interactive Touch

screen kiosks. A kiosk is a self-contained hardware & software to

blend all current media including graphics, video, text & quality

sound. It consists of a touch sensor & a monitor on which the sensor

can be fitted. The user is expected t touch the relevant sensors,

according to the choices offered by the kiosk visually on the

monitor. The kiosk then takes him the required information or to

transact the required business.

The LIC has installed kiosks in more than 100 locations

covering its divisional headquarters. The kiosks provide information

on policy status, product information about all products including

group insurance products. These can be used by persons, who do not

have their own computers & cannot access the internet. They can be

operated 24 hours a day & do not require any supervision like the

ATMs of banks.

Macromedia technology for the insurance industry

The insurance industry faces tough challenges; increasing

complexity, the push for profitability, a growing demand for

business intelligence, and evermore governance, all of which

requires providers to think differently in order to grow. Macromedia

can help. Our technology enables leading firms to deliver powerful


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online experience that simplify business processes and automate

workflows, improves analysis, and make it easy for agents and

customers to collaborate with providers. We understand that to

thrive in todays competitive marketplace, businesses must

differentiate themselves through better experiences and operational

efficiencies.

Macromedia has a history of enabling rich productive digital

experiences that drive satisfaction and growth while improving the

bottom line. An effective user experience can enable straight-

through processing; allow for more thorough, real-time analysis;

make systems easier for agents to use; and improves employee

productivity . We believe great experiences build great businesses.

The most widely deployed client software in the world macromedia

is the industry leader in empowering businesses to create and deliver

effective and compelling user experiences. Were providing

technology to deliver great digital experiences across browsers,

operating systems, and devices, online and offline, to turn often

frustrating experiences into useful and engaging ones.

Indeed, leaders in insurance and financial services have embraced

our technology. The Macromedia flash platform is an enterprise-

class solution that provides a robust, end-to-end architecture for

deploying rich and engaging content, application and

expressiveness. The ubiquitous flash player software-deployed on

more than 98% of the worlds computers and on the majority of

mobile and electronics devices-enables rapid and efficient reach. Its


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also supported by the flash ecosystem, which includes more than

one million developers worldwide.

Macromedia provides the tools you need to:

y Differentiate your company with effective online interactiontailored to your customer, agents, and employees needs.

y Increase efficiency by reducing manual, complex processes,multiple hand-offs, and the cost to provide services.

y Improve decisions and speed transactions with advancedreporting and monitoring features that enable users to

visualize real-time information from multiple data sources.

y Sell more and improve agent satisfaction with easy-to-useinterfaces, rich web collaboration, and e-learning that takes

training and service to a new level.

New wave ofTechnology Offers the Insurance Industry a

Healthier Future

For the last 30 years, the insurance industry has invested

heavily in technologies to improve the efficiency and effectiveness

of claims processing. In many cases, insurers feel that there is little

room for step change improvements in their performance. They are

mistaken. The next wave of computing promises to secure benefits


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outside individual enterprises, and connect whole markets, allowing

new levels of service and cost effectiveness to be achieved. This

article examines the drivers behind this new opportunity and shows

how some insurers are already reaping the benefits on offer.

Driven by Claims

The insurance industry is driven by claims. For example,

in the property and casualty market in Europe, the average

underwriting ratio (total cost of claims divided by total premiums)

has been running above 90% for last decade. Many insurers have

been scraping by solely on their investment income. This cannot

continue when interest rates are at 40 year lows, and stock markets

are still 50% down from their peak in March 2001.

Technology has historically been used to improve

internal efficiency. Every insurer has installed automated claims

processing systems to speed up claims handling and reduce costs.

Typical claims expense ratios have been coming down by a few

percentage points each year, as the cost of hardware and software

drops. But for the most insurers there is not much more to squeeze.

More recently, technology has also been used for customer

interaction. With the mass market adoption of Internet access, many

insurers now allow their customers to send in claims details online,

thereby cutting call centre costs, and reducing expensive errors in

capturing the policy and claim data.


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At first glance this sounds great, but 90% of claims will

still end up needing manual intervention, because the claim data

needs to be shared across an unpredictable array of partners. For

auto claims this includes vehicle repair shops, claims adjusters,

lawyers, the police, natural auto databases, rental car companies,

and more.

Nothing keeps insurance leaders up at night like the high

cost of claims processing. Numerous attempts to reduce costs have

failed to provide significant results. The industry is still looking for

ways to fight fraud, increase predictability, improve reserves

management, streamline workflow related to claims adjustment and

settlement, and manage litigation. Insurance leaders agree that the

industry needs a comprehensive cost-cutting strategy one

featuring both technical platform modernization and business

process improvement.

By offering powerful personal and organizational

productivity solutions, Microsoft and its partner offer insurance

companies tools to cut costs and improve productivity.

The following partners offer claims processing solution built on the

Microsoft platform:

y Process ClaimsProcess Claims, a leading software provider for the insurance

industry, delivers solutions that automate communication and


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information flow, and yield rapid return on investment. By

harnessing the power of the Microsoft. NET Framework and

their own data transformation technology and industry

expertise, Process Claims offers solutions that provide data

translation and mining, business intelligence, workflow

management, assignment automation, appraisal management,

and trading partner integration.

y InsurityInsurity offers end-to-end software solutions and services for

property and casualty policy administration, claims, business

analytics, and reporting. More than 125 insurance and

financial services companies, including more than half of the

nations top 20 carriers, use these solutions. The Insurity suite

of integrated solutions uses Microsoft technologies, such as

Microsoft Visual Basic, Active Server Page (ASP)

technology, Microsoft Message Queuing (MSMQ), and

Microsoft SQL Server.

y VisibilityVisibility, Inc. is a leading provider of collaborative litigation

management solutions for the insurance industry. These

solutions focus on simplifying the processes that add

complexity to everyday routines. The products and services

have evolved from the feedback of customers and needs of

the industry, resulting in targeted and intuitive solutions.

Visibility is more than a software company it is a


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networked community dedicated to improving the business of

insurance.

y Decision ResearchDecision Research created VISTA Decision Maker, a Web-

based insurance management system that does business the

way companies do business. Built on Microsoft .NET

technology, VISTA offers insurance carriers a solution for

easily managing the entire policy life cycle from quotingand insurance to claims and billing. Using Microsoft products

and technologies such as Microsoft SQL Server, Internet

Information Service (IIS), and Microsoft Excel, VISTA

product modules provide a user-friendly environment and are

fully scaleable to support businesses from start ups to Fortune

500 companies.


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y Microsofts contribution to the insurance industry

y Challenges for Technology in insurance

y Neural network technology

y Insurance & E-Commerce

y Benefits of E-Insurance


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Microsofts Contribution to Insurance Industry

For many drivers, the seemingly endless round of phone

messages and paperwork that follow a traffic accident can make the

job of resolving an insurance claim feel as damaging as the accident

itself. For insurance carriers, auto claims processing which

involves handling estimates, adjustments, repairs, building, and

more is no less time-consuming, expensive, and frustrating.

Today, innovative technologies from Microsoft are

transforming the way auto insurance claims are processed. Based on

the power of the Microsoft .NET Framework, these technologies

open door to integrated IT systems that link programs and

applications built on any platform and written in any language,

streamlining the flow of data and bringing new levels of efficiency

to the business of claims processing.

Process Claims is a leading software provider to the

insurance industry, offering a broad range of property and casualty

solutions that span heavy equipment, commercial, personal, and

speciality lines. A Microsoft Certified Partner, Process Claims

delivers solutions that automate communication and information

flow, and yield rapid return on investment. By harnessing the power


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of the Microsoft .NET Framework and its own data transformation

technology and industry expertise, Process Claims solutions provide

data translation and mining, business intelligence, workflow

management, assignment automation, appraisal management, and

trading partner integration.

Last year, Process Claims facilitated settlement of $4

billion in claims. The issue of data integration is critical for all

parties involved in resolving auto insurance claims. In addition to

insurance companies, there are companies that depend on data to

provide rental car services, supply parts, facilitate salvage

processing, determine vehicle valuation, and more.

Process Claims end-to-end material damage

management systems provide the vital link between all of these

parties. Utilizing Microsoft Visual Studio .NET, XML, and Web

services programmable application components that can be

accessed over the Internet with standard Web protocols Process

Claims enables its clients to conduct business with greater speed

and efficiency. Typically, when a driver reports an accident, the

carrier assigns an adjuster or refers the driver to an authorized body

shop. Because Process Claims uses XML, it can take information

from any claims systems and instantly route the assignment to the

most appropriate appraiser. After receiving the claim, the appraiser

downloads it to an estimating application, writes the estimate, adds

digital photos, and sends the package back to the carrier through the

Process Claims browser-based application suite.


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This ability to utilize XML and Web services has

established Process Claims as a marketplace leader. Not only does

the solution streamline claims processes, it also extends and

enhances the value of existing legacy systems functionality through

seamless integration with outside services. And because legacy

systems can access this new functionality transparently, training and

support costs are minimal. Process Claims Claims Port systems

focus on areas of material damage to reduce loss-adjustment

expenses, increase efficiencies, and improve customer satisfaction,

and they are configured to meet the specific business requirements

of individual insurers. Today, innovators are taking advantage of

technologies like this to automate business processes and transform

insurance claims processing.

Challenges for Technology in Insurance

The Insurance industry is facing a challenging situation.

In the midst of a global economic slowdown and severe earning

pressures, the industry is going through a phase of consolidation

and integration. Increased Merger and Acquisition activity has

brought about the need for IT departments to unify systems built on

diverse platforms. Systems need to be more customer-centric. IT

will need to drive and support revenue-producing initiatives,

harness knowledge for speedy decision-making and help enhance

the effectiveness of channel for IT in Insurance, with the twin focus

of providing greater ROI on IT investments while cutting budgets.


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There is need to outsource many traditional activities and integrate

new technologies.

Solutions and Services

Management Consulting

Utilizing an industry-tested methodology, we leverage

our knowledge of the insurance industry in combination with our

wide-ranging technology expertise to provide strategic business

planning services. Our management consultants have a proven track

record in developing practical plans that are focused on optimizing

resources, managing cost and achieving long-range goals. Some of

the areas where our consultants can help you include:

y Insurance Researchy Business Planningy Technology Planningy Business and Technology Alignmenty Process Assessmenty RFI/RFP VendorAnalysisy Offshore Application Maintenance Readinessy Offshore BPO Readinessy Unit Cost/Best Practice Analysis

Systems Consulting


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The insurance industry is facing increased trading

volumes and regulatory pressures to decrease settlement cycles and

the need to reduce clearing and settlement costs. Straight through

Processing (STP) is seen as a solution to face this challenge. We

will help you re-engineer technical and business processes and

operational architectures to realize the ultimate goal of STP. We

offer our systems consulting services in the areas of

ySTP framework

y Legacy Consultingy Client-ServerConsulting

Legacy Maintenance and Modernization

In the Insurance industry, legacy systems play a key role

in supporting large-scale business operations. With our help, you

can maintain and modernize your legacy systems efficiently. We

have proven experience in managing legacy systems in insurance

process areas such as:

y Life Insurance Administrative Systemsy Annuity Systemsy Investment Systems

Custom Application Development


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Custom-built applications are developed to address the

unique business requirements of your organization in e-Business,

web-based and client-server applications. We will help you

implement solutions across diverse platforms and technologies. Our

insurance specialists have development expertise in a wide range of

insurance process areas.

We provide services that help integrate information technology with

business processes using Web Services, IBM MQ Series, MS

BizTalk Server 2000 and BEA Integration Suite among others.

As part of our service offerings we also provide

A pplication Testing Services that cater to the customers needs

centred on failsafe application deployment.

Information Technology

The computing technology, networking technology and

advanced electronics together make todays I.T. The convergence of

electronics and telecommunications created by devices like telex,

fax which the business world-wide has been using extensively over

last three decades. The convergence of computers and

telecommunications has generated various computer networks

making the business data transfer feasible. The computers with

advanced electronics has provided the multimedia facilities i.e.

apart from data in electronic format voice (audio) and image (video)

also can be a controlling input to and output from a computer

device.


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Hardware

Development in Information Technology have been

characterized by miniaturization and reducing cost with improved

performance and better reliability combined with shortened product

developments cycles, due to advances in chip technology.

The early use of huge computers during World War II

was for military purpose. The computer technology went hand in

hand with advances in electronics. The computers for commercial

use in 1960s made use of transistors instead of vacuum tubes in the

earlier computers. The integrated circuit (IC) technology of 1970s

forms the backbone of latest computers. With the feasibility of

circuits having large scale integration (LSI) and very large scale

laptops (Micro computers) and then to laptops and now to palmtops.

Software

Like the hardware, the computer languages (software)

have also undergone change. The software transitions from very

hard to use machine level language (MLL) through Symbolic

Assembly Level Language (ALL), High Level Language (HLL like

Cobol, Basic, etc.), fourth generation (4GLs like relational

databases) have today reached to expert systems. This has brought


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the computer closer to business managers who may not be

necessarily computer professionals. With complicated operating

systems for mainframes and mini computers then personal

computers came handy with operating systems like DOS, UNIX.

Mapping

Mapping technology can be used by insurers to meet

different needs, such as identifying loss prone areas or geographic

claim analysis. It helps the insurer to analyze the extent of its

network i.e. the insurer can determine whether it has too many or

few agency force in a particular area. Mapping is a very convenient

way to layer disparate information from databases to create pictures.

Maps can illustrate how many buildings are located in flood plain,

or whether two buildings are covered bye the same insurers fire

policies are close by each other and thus present a potential double

loss if fire breaks out in one of them.

Call Centre Technology

Good customer service is a crucial element in gaining,

maintaining and retaining profitable customer. Call centre concept

based on Interactive Voice Response Service (IVRS) is gaining

importance in this aspect. The primitive concept ofCall Centre was

based on an enquiry system providing information services to

customers through telephone line answered by employees. The

totally automated Call Centre concept provides better service


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through automated computerized exchange but lacks in flexibility

i.e. only predefined queries are serviced.

The insurance companies worldwide are accepting the

auto manual Call Centres as one of the important strategies for

Customer Relationship Management.

Video linking

A video linking facility between two remote units of an

insurance company or between an insurer and a broker allows

underwriters at one place and brokers at other unit to discuss risk

face to face. The video link helps maintain the personal

relationships between brokers and underwriters which is very

valued for insurance business and in turn would help to draw

business it would not have seen if people use telephone or fax alone

for contacting.

Cat Models

Catastrophic models use data from the recent spate of

natural disasters which help develop more predictions of insurers

property exposures in future disasters. Using this data curious

What-if scenarios of probable maximum loss (PML) using the

best estimate available at an insurers exposures are tested. Finally

an underwriting policy that limits the company exposure to

catastrophic losses is implemented. Other information such as

where the faults are, construction specification, soil type, amount of


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ground motion likely to occur at a given site is also used in the

models.

This new technology is helping insurance companies to

better understand their exposure to Mother Nature perils with more

accurate computer models providing precise information on

catastrophic exposures. This helps insurers and reinsures to better

access their catastrophic exposures and as a result, raise rates in

certain areas. This could mean that fewer insurance companies

would be seriously hurt or driven out of the market by a single

catastrophic event and the buyer will benefit from a stronger

insurance industry. The technology may show insurers that a given

type of property or a specific area is so susceptible to catastrophes

that they will refuse to underwrite such risks at all.

Insurance and Electronic Commerce

Enormous opportunities are being created by the

Internets new connectivity such as improving customer service,

reducing cycle time, becoming more cost effective, and selling

goods, services, or information to an expanded global customer

base. As entire industries are being reshaped and the rules for

competition are changing, enterprises need to re-think the strategic

fundamentals of their business in order to be successful. E-business

is first about business, rather than technology. Technology, while

important, is the less difficult part. The difficult part is managing

the changes in business strategies and institutional processes that


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are needed for enterprises to take advantage of e-business, or to

avoid out to competitors who do so.

E-insurance Benefits

E-insurance will derive multiple benefits to the insurer like,

Information collection will be better and cheaper Insurance of policy and settlement of claims will be fasterNew Ways of doing Business in a competitive market Flexible Pricing and Customized Service Global Accessibility i.e. Lapse of Physical Boundaries Increased Sales without additional sales force Immediate Premium Collection and Funds Transfer Reduced cost per transaction 24*7 Availability Improved Service Real Time Knowledge Base Building


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Conclusion

The Technology in Insurance has grown through their

performance, restructuring policy and their efficiency in providing

the large amount of insurance services with the help of technology

as their tool.

The supporting technology require will be a real time,

rather than batch, longitudinal rather than episode; will require

connectivity rather than be self-contained; will rely on large

relational databases.

Todays consumers do not like to wait. Insurance

companies that are unable to react to their customers demands will

lose market share to their competitors that can. The question now

facing insurance companies is no longer if they should take

advantage of the internet, but how should they do it. Should you

adapt your existing products or create internet specific insurance

products and brands? Do you focus your efforts on distribution or

service?


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List of Acronyms

MIS Management Information System

MAN Metropolitan Area Network

WAN Wide Area Network

ISPs Internet Service Providers

LAN Local Area Network

XML Extensible Mark-up Language

Protocols Used for communication purpose

COBOL Common Business Oriented Language

UML Unified Modelling Language

VB.NET Visual Basic.Net


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Bibliography

www.Technology & Insurance.org

www.ITinsurance.com

www.microsoft.org

www.ICFAIpress.org

www.macromedia.com

technology in insurance

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