1. © Hexaware Technologies. All rights reserved. www.hexaware.com
Insurance Mobile Solutions
July 2018 | SMT Solution

2. About SMS Solution
We are a full-service IT consulting and Software Engineering firm operating in the private and public sectors. We
differentiate ourselves based on IT thought leadership, responsiveness to the needs and expectations of our
clients. We deliver solutions on-time that meet or exceed client expectations.
We work together with our clients to build compelling apps that provide lasting excitement and value to their
customers. Our understanding of mobile and web based technology empowers us to bring a level of expertise to
your company like no one else. We know how to build products that can scale to your business' needs, regardless
if you're a start-up or an established company. SmashTest Solution is focusing exclusively in high quality and
cost-effective software development and implementation of services. We are advancing on a tremendous pace
and with involvement of skilled and experienced people working in the organization.
We are committed to delivering first class innovation, quality and state of the art technology solutions of any
complexity to clients both in the private and public sector all over Africa.
Our Mission is to achieve the reputation of a quality, high standard & reliable solution & service Provider
Company in the ICT industry.
Our Vision is to achieve 100% customer satisfaction by delivering quality products and services at an
affordable cost. Our forward vision is to strive to become an entity in technology based corporate solutions,
capable of demanding unconditional response from the targeted niche. We also believe that for our scope of
improvisation – we are always ready to take our achievements to the next level. We are growing and would
always like to remain on the growing streak.
Our keys for development:
• Desire for Excellence
• Trust and confidence build-up
• Innovation
• Transparency
• Teamwork
We believe in:
• Motivation
• Collective responsibility and leadership
• Professionalism and ethics
• Adding values to our client needs

3. © Smash Test Solutions. All rights reserved. www.smashtestsolution.com.ng
1 M-Enable Insurance Applications
Introduction
In the corporate world, everybody is looking for improving customer service and productivity. Every firm is
trying to employ the latest, cutting edge technological advancements to its advantage. Until recently, the idea of
mobilizing the workforce and working from remote areas, not to mention integrating different aspects through
mobile applications, was alien to the corporate world. However, today, corporations all over the globe, in various
industries are using enterprise mobility solutions as they realize that the key to achieving success today lies in
mobile technology.
As mobile technology becomes the dominant mechanism for information and web access, insurers need to invest
in mobile technology as a channel to leverage integrated multi-distribution and implementation strategies. Our
mobile technology solution will provide unprecedented channel access capability, big data analysis, while also
extending internet and social media to your organization's employees, customers and partners and bringing
communication, strategic insights, anytime and anywhere, to the forefront.
An industry research report outlines; "Insurers across the globe are being confronted with the growing need to
offer more services to agents and consumers through mobile devices and demand will intensify during the next
five years,"
Business drivers for mobile solutions for Insurance
The demand depends upon the fact that how can a carrier make it easy for its agents, employees and customers
to do business with them. The focus is mostly on transaction-based solutions that can help reduce turnaround
time and provide business transaction capability in real time.
Policy Holders can complete secure payment transactions in addition to placing requests like view policy
details, obtain transaction history, update contact details, view fund value etc. Managing claims is another driver
with various benefits. While the claims notice to carriers are sent within no time, it also cuts lots of F2F, call
center intervention for claim reporting. Insurance carriers can provide facility to compare product, calculate
premium, access policy details and track policy status in addition to sending push notification to registered
customers for policy contract information and requirements. Overall using a mobile device to complete
insurance transactions, a customer gets increased convenience and handiness to manage his policy and at the
same time carrier scores better on customer satisfaction and reduce cost of transaction.
Producers face issue of providing real time quote and business illustration to prospects. They need to access
Policy/Application status and update customers. Viewing release updates, announcements, alerts, educational
materials, etc. keeps the producer updated. In addition to this it is easier for insurers to communicate about
New Products, Contest, Offers & Promotions and Consumer Referrals etc.
The carrier benefits are manifold. They enhance customer satisfaction by providing customer self-service on
mobile devices on one hand and other hand reduces ‘support cost’.
The agent is benefitted by time saving in accessing latest product updates, getting product comparison details
and access to other value added services which results in better sales and sales force retention. As competition
intensifies, insurance companies face the growing challenge of attracting and retaining a new generation of
customers and agents. Operating in the most efficient and most cost-effective way is a key to success in this
highly competitive market.

4. Trends in Adoption
One of the very first carriers to develop mobile application was Axa Mansard. According to Vanguard Nigeria
The firm has witnessed a surge in purchase of its insurance products since testing the application with a few
selected customers, garnering a lot of very positive feedback from the customers and organizations that are
looking to partner. Its mobile application enables auto insurance customers the facility to give first notice of loss
(FNOL). This application was designed to help policy holder to file a claim, upload pictures of an accident, follow
a detailed accident checklist, connect with local agents, and call roadside assistance. The app uses location-based
GPS data to direct towing services and find nearby approved repair facilities.
Many insurance carriers have rolled out mobile applications for their customers and field force for submission
of accident details, photographs right from accident site, and providing field services like calling and locating
workshops, hospitals, adjustors etc. The insurers are also expediting the claim process by m-enabling their
adjustors in the field, thereby reducing considerably the overall policy claim cycle and operational cost.
Other drivers that may lead to adoption of mobile solutions for insurance include need to improve customer
retention rates; reduce sales cycle turnaround time; offer personalized service to customer and agents. Because
of untied nature of sales force; insurers do not have insight from producers on their prospects, leads, and in-
progress sales in order to more accurately predict incoming sales. Our proposed solution can enable insurers
to be proactive with customer relationship so they can make the most out of every interaction, build
loyalty, and drive revenue growth. Clocking a certain sales volume can bring additional incentives to agents
but more often agents are unaware of how close they are to achieving their targets. Insurers can push
information to its producers using mobile technology on incentives and quota attainment to at all times, thus
motivating them to produce more.

5. © Smash Test Solutions. All rights reserved. www.smashtestsolution.com.ng
Sales and Distribution
The Challenge
Traditional sales and CRM systems only provide a fraction of the capabilities demanded by modern sales
organizations. They are not equipped to handle the demands of a mobile sales team, and struggle to provide the
type of in-depth insight into individual customers or prospects that salespeople need to be effective.
The Solution
To succeed in the insurance industry, it is critical for companies to provide their sales representatives with the
information they need to make fast, informed recommendations while on-site with brokers or clients. SMT
Mobile Insurance will provide insurance sales representatives with the ability to quickly view their book of
business and analyze real-time information related to quotes, buying patterns, demographics, products, regions,
and more. In-app multimedia content such as presentations, brochures, and marketing and training videos help
to drive more meaningful conversations with brokers, customers, and sales management. This means sales
representatives can focus their energy on growing business and closing deals instead of completing time-
consuming administrative tasks. SMT Mobile Insurance can also be used to provide a comprehensive view of
sales activities across distribution channels, in order to help ensure that the organization is working together to
drive revenue and deliver exceptional customer experience.
Claims Management
The Challenge
Since the claims process is typically the single largest expense facing an insurer, efficiently monitoring and
managing the process and associated payouts is a critical factor in determining long-term growth and
profitability.
The Solution
SMT Mobile Insurance will allow adjusters to access critical data such as policy information, police reports, and
medical information via mobile apps. Adjusters have the ability to directly input photos or notes from accident
scenes, auto repair shops, or other relevant locations. Office-based claims personnel can use SMT Mobile
Insurance to analyze real-time claims metrics related to loss, exposure, earned premiums, recovery amounts,
frequency, severity, and more. Our applications will provide insurers with instant visibility into outstanding and
closed claims and features, customer service, and potential fraudulent activity. Through more efficient claims
and faster, more accurate payouts, SMT Mobile Insurance helps insurance companies prevent fraud, optimize
settlements, and increase customer satisfaction.

6. Policyholder Analysis
The Challenge
Once a policy is sold, insurers don’t frequently interact with customers unless an individual is filing a claim or
looking to move their business elsewhere. Given the limited opportunities for face time with customers, it is
essential that insurers make the most of every single customer interaction to build loyalty, prompt good word-
of-mouth marketing, and drive revenue.
The Solution
SMT Mobile Insurance makes it easy for insurers to quickly comb through large amounts of customer data on
activities related to website browsing, call center and social media interactions, demographics, and policy
purchases. Insurers can extract valuable insights from this data that help them to appropriately group customers
for marketing programs, predict customer defection, and personalize interactions they have with their
policyholders. By providing better visibility into call center metrics such as wait times, quality and length of calls,
and customer satisfaction, SMT Mobile Insurance helps insurers to refine their operational, customer service,
and sales strategies. SMT Mobile Insurance enables insurers to be proactive with customer relationships so they
can make the most out of every interaction, build loyalty, and drive revenue growth.
Financial Analysis
The Challenge
Too often insurance companies are forced to rely on a variety of line-of-business reporting tools for their
financial analysis. What they need is a single, integrated financial reporting tool that is secure, consistent, and
built to handle large, complex datasets.
The Solution
Whether an insurer focuses on personal lines, commercial lines, or reinsurance, timely, accurate financial
information is critical to success. SMT Mobile Insurance helps ensure that organizations are empowered with
the insight they need to efficiently manage their daily tasks, make better decisions, and effectively collaborate
with colleagues. SMT Mobile Insurance financial reporting applications integrate data from a wide range of
sources to allow users to seamlessly access critical financial information related to profit and loss, solvency, risk,
claims, and expenses. SMT Mobile Insurance gives users a secure, personalized view of the financial information
that is relevant to their role in the organization. Insurers can also deploy SMT Mobile Insurance mobile apps to
their executives and board members, giving them instant insight into financial performance. These secure apps
help ensure data integrity, reduce costs by replacing large binders of paper, and can lead to significant time
savings for the insurer’s internal reporting team.

7. © Smash Test Solutions. All rights reserved. www.smashtestsolution.com.ng
Remote Identity Authentication
The Challenge
Call center fraud has grown by an alarming 45% since 2013. Scammers are looking to gain access to funds or key
assets like money, merchandise, and proprietary information. Many businesses, especially financial and
insurance organizations, have fallen prey to social engineering fraud attacks conducted over call center phone
lines. These attacks mimic internet‐ and email‐based phishing schemes, in which criminals attempt to acquire
personal information such as usernames, passwords, and credit card account information by pretending to be
trusted entities.
The Solution
RIA helps prevent consumer fraud by offering secure, remote authentication methods. Insurance call center
employees can authenticate a customer’s identity over the phone using one-time RIA codes or push notifications
that are available via a user’s smartphone. RIA provides organizations with highly configurable and convenient
multi-factor authentication including push notifications, one-time passwords, or face-to-face validation.
AI-Enabled Automated Customer Representative
The Challenge
Nowadays, everyone expects quick results to get his/her work done. So, it is important to automate things by
chatbots or it can be managed by algorithmically enhanced policy management tools. Or, we can say that AI-
enabled feature to process the data well.
The Solution
Our proposed chat engine or chatbots should run on an entirely new NLP (Natural Language Processing)
infrastructure. The Chat Engine lives on the servers and drives all of our conversational experiences from signing
up for a new policy to offering the instant and delightful customer care.
The Chat Engine supports CXAI (CX: Customer Experience AI: Artificial Intelligences) that provide an infinitely
scalable customer care experience built in-house. It allows users to make changes to their policies and get
relevant answers to complicated questions, which is all in natural language by using AI (artificial intelligence).

8. Insurance Mobile Solutions
Some miscellaneous services can also be obtained by app user. They can get the details of nearest point of help like
carrier office, ambulance service, and towing service using GPS based location service.
Extending mobile solutions for Insurance Value chain
Various functions across the Insurance value chain can be covered to provide full suite of mobile solution for
insurance carriers which include:
• Agents Self Service
• Quotes Generation
• Renewal Intimation
• Sales of Insurance Policy (Pins)
• Multimedia Training Kit
• Broadcasts
• Customer Self Service
• Policy Status Enquiry
• Enquire fund status
• Switching and redirection of funds
• Claims reporting, management and tracking
• Billing and Renewal enquiries
• SMS Alert
• Premium payment
• Miscellaneous Services
• Nearest office,
• Network hospital
• Nearest towing service
• Sales person details
• Document Management
• Marketing Tool
• AI Chat bot (Virtual Customer Representative)

9. Insurance Mobile Solutions
Business Value Creation
The typical cycle of claims reporting for auto claims requires either a phone call to carrier / call center or personal
visit to carrier office. This entails a huge time lag between actual accident time and time the claim processing
starts. Once the claim is reported it requires another trip by claim surveyor to personally visit the accident site
to take pictures of damaged vehicle so that decision making can be facilitated. In this process not only crucial
initial days are lost but it allows for chances of evidence being tampered.
Claim reporting using FNOL cuts claim reporting time drastically. It not only gets reported within minutes of
accident but the pictures uploaded also send geo coordinates reducing chances of fraud. At the same time the
carrier’s surveyor may not be required to travel to accident site to report damage and if at all they are required
to do so they may use functionality from same app to click and upload pictures of damaged vehicle. In addition
to reporting of claims the app helps to locate the nearest carrier office, hospital, towing services which come very
handy to the customer in case of accident.
FNOL application thus helps improves claims TAT, reduce chances of fraud and evidence tampering, reduces cost of
managing claims and at the same time increases customer satisfaction by providing anywhere anytime service.
Future direction
With mobile technology becoming more advanced and its adoption increasing every passing day, a vast majority of
customer already possess the capability to use mobile devices. The acceptance of FNOL app (and many more on these
lines) would bring huge opportunity that many insurers would be ready to capitalize on.
Quotes Policy Enquiry
Claims
Management
Premium
Transaction
Misc
Contents

10. Conclusion
The new generation mobile devices based on platforms like iOS, Android, Blackberry, Windows etc. are offering
increasing flexibility like never before. Mobile self-service applications for quotes, policy renewals and claims
processing will enable insurers to offer customers a convenient and differentiated experience in a shorter time
frame.
The key would be to create measures to identify customer preferences for targeted products and features. This
would generate new revenue streams, strengthen the value proposition and differentiate the insurer in a highly
competitive market
Description of Work Start and End Dates
Phase One Requirement Gathering and
Documentation
1.5 weeks
Phase Two System design and development 1 month and 2 weeks
Phase Three System testing and deployment 2 weeks
Phase Four Post deployment support Project completion
onward
ACTIVITY IMPLEMENTATION TIME RESPONSIBILITY
Activity Month One Month Two Month Three Responsibility
1. Requirement
Gathering
XXXXXXX Project Manager &
Consultant
2. Documentation
and System Design
XXXXXXX Consultant
3. Coding XXXXXXX XXXXXXX Consultant
4. Testing and Bug
fixing
XXXXXXX XXXXXXX Consultant
5. Final
Deployment
XXXXXXX Consultant
6. User Training XXXXXXX Project Manager &
Consultant
7. Post Deployment
Support
XXXXXXX Project Manager &
Consultant
TimeTable
Timetable Gantt chart

11. Address
Plot 750, aminu Crescent, Wuse II, Abuja. FCT. Nigeria. Main: +2348139250216 | +2348056383725
Disclaimer
Contents of this proposal are the exclusive property of SMT Solution and may not be reproduced in any form
without the prior written consent of SMT Solution.
© Hexaware Technologies. All rights reserved. 6 www.hexaware.com