Professional Documents
Culture Documents
Anshu Arora
May 2003
ABSTRACT
The term 'e-commerce' has become widespread- a force that is here to stay. E-
commerce and the Internet are increasingly becoming one of the most important
drivers of strategic change for business and national governments. Yet the insurance
industry has been lagging behind other financial services to embrace this new change
within its activities. The Internet has enormous potential, as it is a medium that
provides cheaper and more efficient communication links. This dissertation analyses
the current developments and trends within the insurance industry. It also assesses the
and examines some of the implications of e-commerce on the life insurance industry
empowerment is seen, the very nature of financial services may change. Four
the insurance industry, there shall be less of a distinction between short and long term
insurance products and product design and the pricing of such products shall
dramatically adapt to come in line with Internet selling methods. This however may
affect the long term financial stability of the insurance company with insurance
companies having to lower their profit margins to compete on-line and the dynamic
1
ABSTRACT..................................................................................................................1
1.2.1 Developments…………………………………………………………………………………8
1.2.2 Usage ……………………………………………………………………………………….10
2.2 GLOBALISATION...……………………………………………………………………………..17
2
3.2 IMPLICATIONS FOR LIFE COMPANIES…………………………………………………………..22
3
7 E-SECURITY WITHIN E-
COMMERCE……………………….……..……………………………………41
9.1 STRENGTHS………………………………………………………………………………51
9.2 WEAKNESSES…………………………………………………………………………….51
9.3 OPPORTUNITIES………………………………………………………………………….52
9.4 THREATS…………………………………………………………………………………54
10 CONCLUSION………………………………………………………………..57
APPENDIX………………………………………………………………………..59
BIBLIOGRAPHY………………………………………………………………….60
4
1. An Introduction to the Internet
The term ‘e-commerce' has become widespread; a force that is here to stay. E-
Commerce and the Internet are increasingly becoming one of the most important
financial institutions is looking for ways to leverage the Internet for increased
The spectacular returns on 'Dot Com' firms have made companies such as Yahoo!
noted that Venture capitalists invested $5 billion in 1998 for Internet ventures – a
533% increase since 1995, with an additional $2 billion invested in the first quarter of
1999.
Yet with the bright light shining on the future of e-Business, recent research by
Deloitte & Touche raises some disturbing facts for the insurance industry. Only about
10% of insurance companies believe that the Internet and online services are currently
only rises to about 50% when asked if it would be very important in five years.
Clearly, this issue needs addressing in depth as to why this is the case.
The main purpose of this thesis shall be to critically examine the impact of e-
introduction to the Internet and e-commerce shall be given, considering the current
5
usage, developments as well as characteristics of each type of e-commerce
transaction. The second chapter shall focus on issues currently surrounding the
insurance industry and how the Internet has changed these. Chapters three and four
shall discuss the impact of the Internet on the life insurance industry and other
markets respectively. Chapter five shall describe and evaluate some of the business
models that are currently forming within insurance e-commerce. Chapter six shall
examine the financial implications of the Internet and Insurance in terms of product
design and its pricing and the impact on capital and long term financial solvency.
examining the e-commerce directive and discussing KPMG’s research into current
security.
Chapter 8 examines using Eagle Star Direct as a U.K. specific insurance company
case study and the issues surrounding the setting up of a successful insurance website.
Chapter 9 focuses on looking at how the role of the actuary fits can add to the e-
Finally, the conclusion shall link up the whole project, extracting the main
further research.
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1.1 The Internet World Wide Web and e-commerce
Originally created in 1983, the Internet was primarily intended for organisations in
Today the Internet is a global network, which connects smaller networks by the use of
The World Wide Web enables quick and user friendly access to various information
sites and saw an exponential growth rate during the 1990s, becoming the most
significant aspect of the Internet. The websites are connected to one another by
means of hyperlinks, which are written in a language called HTML (Hypertext Mark-
up Language). The user may gain direct access to that specific website by means of
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1.1.2 Electronic commerce
With the growth of commerce on the Internet and the World Wide Web, e commerce
often refers to purchases from online stores on the Web, otherwise knows as e-
stores. Since the transaction goes through the Internet and the Web, some have
two other variants of this. This shall be examined in further detail later.
1.2.1 Developments
Compared to other areas such as on-line brokerage and on-line banking, development
of the Internet in the insurance industry has been less extensive. The effect of e
commerce is the subject of intense debate in the insurance industry, although actual
translation into solutions is still in its early stages. In personal insurance (e.g. motor,
1
Reference: e centreUK
8
private liability and household contents), a recent Swiss Re survey predicts on-line
channels to have gained a market share of 5-10% in the US, and 3-5% in Europe by
2005. In the area of standard insurance products, where there is little need for advice,
information costs. In the cases of more complex products (particularly pensions, life
assurance and health insurance products) competition has been less intense.
Prudential, Skandia of Sweden (Skandia Banken) and AXA, a French insurer that has
been very successful in the US with its DLJ Direct Financial Service. A Forrester
consumer demand for comparison, shopping for mortgages, insurance and funds.
Predictions say that these will dominate the market by 2005. A number of companies
are now selling life assurance over the Internet directly to consumers. This sector
looks sure to expand. (The launch of the NetBank and Insurance.com combined
website being a good example). Such sites will provide customers with information
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1.2.2 Usage
Currently, some 220 million people around the world are online and Internet usage is
Research Company, worldwide retail sales over the Internet were US$ 31 billion in
1999 and will be US$ 380 billion by the end of this year (2003). Further research
predicts that electronic sales of financial products shall increase five-fold by the end
10
1.3 The e-matrix
Business Consumer
B2B B2C
C2B C2C
2
Source: E-Actuaries ibid. The Economist
11
Business-to-Business (B2B) is where a large company invests all of its resources
within the Internet and its activities. Web sites that allow secure connections between
the companies internal web site (called the Intranet) and users who may be accessing
the facility from a remote location facilitate this. Such a system is called an extranet;
a good example being Cisco systems whose operations involve trade in computer
One of the most recent developments has been the creation of B2B online exchanges.
Analysts predict that by 2003, over 35 percent of Internet transactions are completed
via these exchanges. Exchanges may be used to efficiently acquire a firm’s inputs
and sell its outputs to its targeted market. Commercial insurance and reinsurance are
examples of areas that are ideally suited to the online exchange concept.
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Business to Customer (B2C) is where having greater accessibility increases retail
market share and the customer has more awareness of the exact services and products
Researchers believe that the gap between business to consumer (B2C) and B2B shall
widen at a dramatic pace over the next several years, with B2B growing by 100
percent annually, while B2C is only expected to grow by 50 percent per year.
Customer to Business (C2B) enables the customer to directly contact the business
particular web site name and keep track of their bid by the use of password account
information.
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1.4 Current trends within the Internet
Owing to the accessibility, user friendliness and low barriers to entry customers can
readily compare offerings between companies and find the most suitable offer for
the market becomes more disintermediated. Sites that continually revise offerings to
differentiation amongst businesses. Quality and price also influence market share in a
market where the customer expectations are continually becoming more demanding.
Indeed if customers collude together (C2C) this power increases even further. Poor
service quality becomes more significant as bulletin boards can spread news of such
even on a one-to-one basis. However hand in hand with this advantage comes the
Protection Act.
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1.4.2 Boundary reduction
mergers and acquisitions between firms becoming increasingly common, each firm
can concentrate on its core activities and outsource other non-core components of
1.4.3 Speed
The evolution of value chain into a value network speeds up the delivery of the
and competition are readily available to a firm, which allows real, time dynamic
net than in real life and fewer barriers to entry exist on the net, maintaining an
There is a transition from obtaining items, which are tangible to intangible products or
services at every stage of the buying process. This facilitates price, quality and
efficiency. A good example of this is the move towards the purchase of MP3 files
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1.4.5 Connected Workforce
fast efficient manner at fraction of the traditional cost. Moreover, employees can
communicate with one another, thus enabling virtual communities of the best staff for
a job to collaborate and provide the best solutions to the business’ needs, irrespective
With the age of this wired workforce comes the disintermediation of certain
management and other staff being given greater responsibility. The management and
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2 Current issues within the insurance industry
A number of issues within the insurance industry need addressing. Where relevant
Many new firms have ventured into the UK insurance industry to include banks,
companies. These new entrants largely form allegiances with the traditional market
players. However, the major barrier to entry is distribution. The Internet overcomes
this and by having low barriers to entry encourages new players into the insurance
2.2 Globalisation
Historically the UK insurance industry has been domestically based with little or no
channels and culture have meant that even a pan-European industry has failed to
flourish in the past. However, as economies of scale and comparative advantage lead
to global cost efficiencies and also partly due to the trend towards a standard
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thus facilitating globalisation. The Internet directly facilitates this globalisation and
allows a global distribution potential to exist, although the other barriers still must be
overcome.
In the past, the domestic insurance market has had little regulatory control, with the
protection and to follow in line with other countries, the U.K. market has undergone
Ironically, the reverse has also occurred with new market players encouraged to enter
the UK domestic insurance market e.g. Tesco Insurance. The Internet effectively acts
as a ‘push’ mechanism for the government in providing solutions that are different
regulatory change into place, emphasising customer focus and reducing the
As the longevity of life increases and the birth rate falls, the burden upon government
social security schemes takes its toll i.e. the dependency ratio increases and there
arises the opportunity for private firms to enter the market, encouraged by the
government.
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2.5 Social changes
changing working and living habits and allowing more working from home.
Consequently this has several implications for the type of insurance people want to
buy e.g. employees may not thus need longer term types of insurance; the risk and
It has been predicted that in the future business-to-business transactions will exceed
Moreover, business infrastructure will make way for enhanced consumer options and
increased consumer spending in the future. Due to the extensive supply chain (many
business supplying the customer being interlinked and interdependent) many systems,
databases and networks are incompatible and hence the insurance industry has
problems with sharing data. For example, many insurance brokers are not linked to
information. Another example is the lack of a systematic link between an insurer and
a reinsurer. Current changes to resolve this dilemma include building links between
supply chains e.g. a system that enables an insurer to obtain underwriting data from
information suppliers.
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3 The Internet and life insurance: impact and implications
To obtain on-line quotes on a contract that they may be interested in and the activities
of the company are largely targeted activities. However there is no processing of the
information past this stage and a customer must obtain an application form to process
This is where a company uses web pages to provide information about their products
and services i.e. corporate information, to include financial statements and balance
sheets. This stage is very basic and apart from raising brand awareness, there is no
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3.1.3 Transaction stage
This is where the company has enhanced information technology and may even have
Here the company has used the net and IT. to redefine their business and are known as
management and full integration of Internet facilities into the company. An example
Currently most companies are in the interaction stage and thus need to upgrade their
business value by making the Internet an integral part of their business value and
despite the insurance industry’s hesitancy to embrace the Internet as a channel for
distribution, the outlook over the next five years is very positive.
“While the online insurance marketplace represented only about $1.9 billion in
premiums ($1.6 billion net-influenced sales and $0.3 billion online sales) in 1999, this
3
Source: Forrester Research.
21
A recent Gartner Group study indicated that 72 percent of insurers surveyed stated
they would provide online quotes, and 39 percent indicated that they would be able to
Appendix A shows some of the major retail based websites available in the U.K.
toward the end of 1996.4 Although it may initially suggest Internet incorporation
within the insurance industry, it is important to appreciate that the level of this
One possible impact of the Internet in the future will be the position whereby only a
commoditisation. Having established a strong brand, their support services for their
products will help them to provide insurance products for both the long and the short
term.
These companies will be the result of the merger and acquisition of several existing
deliberately kept low will exist and the emphasis shall be on high volume, minimum
4
Source: Wire Ltd The Internet & Financial Services
22
unit cost sales, with heavy investment of capital in advanced technology. The target
sector will be the average person who has relatively simple insurance needs.
Customers may find that loyalty discounts exists and they shall be quite happy to
3.2.2 Specialisation
Here each company will choose to concentrate on their core business competencies
independent firms, such as supermarkets, who have a wider consumer base. There
extranet facilities and allow one to one marketing. It will be imperative, from a
competitive point of view, for insurers, to offer online transactive services and to
participate in B2B online exchanges. On the positive side, the expansion of this B2B
The industry would see a deregulation with branding and diversity of the distributor’s
players emerge. The resulting effects will be the demise of many small and medium
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3.2.3 A Niche scenario
As the number of people surfing on-line increases every day and wealthier and more
educated customers display sophistication about them a niche market might develop
in the future to meet the complex financial requirements of such customers, who have
complex financial needs. These needs will include continual personal expert advice
customers may choose to forms C2C alliances to sell second hand endowments, for
example.
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4 The Internet and other markets: impact and implications
The market in which insurance brokers operate is very diverse. Consequently, the
and personal circumstances, including tax issues. These factors are variable and
hence the broker is, from a business point of view, in a good position.
Moreover, customers are aware that insurance is a necessity and not a luxury and
hence are prepared to take time to seek advice in relation to a lower-cost best value
approach.
Within the corporate market, brokers are aware of the importance of a best value
solvency risk. Direct dealing insurers however, who promote cutting out the
Moreover, the position of the smaller retail insurance broker is very different to their
larger competitors.
data between systems using a standard interchange facility may facilitate low cost
electronic trading for brokers which may be paramount to the survival of the smaller
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broker. Web-enabled TVs would increase the potential market and thus provide even
greater savings.
Also Internet usage allows an alternative to the traditional manned claims desk by
allowing free exchange of information on claims procedures. All, however, face the
threat of disintermediation and broker commission rates are under threat. This has
been partially due to the Internet, as customers “go direct” with the underwriters.
Brokers have responded to this by increasing the range of risk management services
that they offer. However, this still does not deal with the issue of the Internet being
responsible for edging them out of the market altogether, as the development of a
Not all is bad news. Indeed the Internet can be advantageous for the broker in terms
of providing them with a faster more cost efficient method of transferring information
globally and hence enabling them to pass on the savings to their customers and hence
The Internet is also changing the role of the broker from an intermediary to an
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The Internet’s ability to improve the communications highway may stimulate
development of securities, thus making the market more complex but fruitful for the
broker.
In essence, the Internet could speed up trends that are already present in the market.
If this is the case then only those brokers, who are continually re-evaluating their role
and its changes due to the Internet, will be able to reap the full benefits. Indeed
This topic is somewhat difficult to address, as reinsurers have minimal Internet based
activity. The problems they face are different to brokers as they are not involved so
much in the transfer of information and they are more the risk bearers. The ease of
reinsurers. It will also mean that they are up to date, thus making renewal simpler.
Moreover, this data is easily manipulated and stored thus decreasing administrative
costs.
Within the London market this advantage is readily apparent with organisations such
as Lloyd’s enjoying the increased efficiency gain. However, the Internet facilitates
These centres have benefited greatly from the impact of the Internet as distance and
location has been a traditional barrier to entry. Furthermore, such centres are in an
27
ideal situation to postulate legislation for newer forms of e-commerce that would
complement their existing tax position and hence generate even further business.
These competitors have undoubtedly affected the traditional market share that Lloyd’s
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5 Business Models
This chapter will examine some of the models that are evolving within e-commerce
This model is where the main body connects with an associated organisation that
transaction. It enables a commodity to be sold for the right price and the commodity
to be suitable for the buyer. The model emphasises consumer choice and power. As
set up on the Internet. These companies may compile information search for the
consumer in relation to the best deal for them and based on this provide them with
insurance firm? It is clear that such companies would generate revenue from
companies using their services as a push strategy for their own business. Indeed to
make full use of the Internet potential they should provide additional services for the
Note, however, that such a model would have a more profound impact on the retail
financial advisor market rather than the insurance market. It inevitably gives power to
the consumer whose expectations are continually rising, hence increasing competition
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An example of such a model is InsWeb, which acts as a trusted third party between
can research and shop from companies. From an insurance companies point of view
The model is a relatively feasible one but it should be ensured that high competition
within the market exists. Success of this model largely depends on having good
Technology is also important in improving the flow of business and hence retaining
customer business.
This model is a B2C model with a B2B delivery mechanism. The idea is to
effectively serve the employee benefit market especially potential buyers of financial
service products. The marketers of these model design products for this target group
via specific web or Intranet forums (see fig 5.2). Employees of the host company can
then, at no cost to the host or employee, manage their employee benefits (that have
been provided by the host) as well as purchase other optional items of insurance (e.g.
30
This strategy has potential as it serves a considerable sized market, which is
discounts
department.
§ As the structure of the benefit is in line with the payroll system there are less
Host Company
Work site
marketing web
Employee
Employee
Employee Employee Employee
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5.3 Eyeball attractor
This model is similar to the marketplace model. It is a B2C model which has an
extensive distribution capability. Its main purpose is to attract consumers from the
web for a predefined set of products and act as a reference site for link to
visit the web site to try to find the cheapest holiday insurance and is then referred to
an insurer providing such a service. Revenue is generated from the referral stage.
C
C
S C
C
Eyeball
S Attractor
C
S
C
C= Consumer
S= Supplier
32
This model is the cost commodity based out of all of the models and marginal value
will be difficult to obtain in the long run. Success is largely dependent of having
correct links to the manufacturer web site and a strong “hit” rate on the website.
model. For example, if the web site is to ask a customer to fill in their detail then it
must e ensured that all details that are required by the manufacturer of the product are
correctly in place on the application form and that the technology for data transfer
Survival of the website shall largely depend on maintaining a high number of visits to
the website. Note that costs to gain customers in the first place might not necessarily
This model is B2B. The structure of the model is like a matrix whereby it has
exponential links to any number of companies along an industry vertical. These links
add value by using the web to increase the efficiency between supply chains, thus
reducing friction costs. For example, such a model would allow flows between an
insurer and a reinsurer through an electronic network. The benefits would be a faster,
33
Success in this model is largely dependent on innovative technology, business
recognition within the relevant industry and widespread usage amongst the industry.
The main goal shall be to become the industry’s “motorway” and standard. Examples
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6 Financial Implications of the Internet and Insurance
As the Internet facilitates price comparisons to be made very quickly and customers’
becomes a source of competitive advantage. As new players enter the market and
intensify this situation. This could mean that the long-term solvency of certain
Traditionally premiums have been calculated using pooling of risk and 19th and 20th
century mortality tables. As customer expectations rise, they may expect offices to
update their premiums in line with their actual experience. The Internet not only
enables this but also theoretically could allows the calculation of a real time premium,
based on up to the minute claims experience. However, this might lead to a situation
whereby the customer demands that their premium is not used to subsidise someone
else’s, who may have a higher risk exposure than them. This might mean that higher
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6.1.3 Privilege Pricing
Insurers may choose to lower a particular premium if they know that it is likely that a
customer shall retain their custom with them over a long period e.g. a pension. The
way in which associated products can be targeted and marketed at that customer
makes the proposition have even greater economical potential. However, the cost for
getting it wrong can be all too high as well. Hence, lifetime value pricing becomes
paramount to success and the real time scope of the Internet enables such information
to be shared globally amongst insurers so that this complex process can be done more
accurately.
Historically premiums have calculated by working out the expense per policy. This
does not take into account the way in which volume of business decreases marginal
cost. Hence this may mean the traditional market players who base their premium on
the old model are charging more than their competitors, who have lower costs by
using Internet efficiencies. Hence, in the future companies must ensure that their
expenses are based on real life pricing techniques and are kept as low as possible to
attract as much new business as possible and indeed retain existing business. Indeed
other ways of generating revenue such as web space advertising and selling customer
information might change that final premium and hence attract business from their
competitors.
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6.2 Impact on capital and long-term financial stability
Although it is cheaper to build a web site rather than an office cost still exist. Initial
costs such as web site design and strategic and implementation design can accumulate
straight through processing system. It also reduces distribution costs, as the Internet
favours pull rather than pull strategy. Figure 6.2.2 shows the policy administration
charges for the “Property & Casualty” insurance market. Clearly it can be seen that
the internet has considerably lower costs per policy compared with the agent/broker
20
15
$ per policy
10
0
Agent/Broker Call Centre Internet
Fig 6.2.2 Policy Administration charges for personal lines Property & Casualty
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6.2.3 Reduced Margins
As customers expectations rise in terms of higher quality of service and lower prices
competition amongst e-insurance players will increase. This shall inevitably cause a
situation whereby competition is such that profit margins will be cut to gain a bigger
share of the market. Indeed, companies who do not advocate this philosophy may
The traditional method old discounting Present Values of Future Profits at a risk
evaluate the value of a new business from existing customers. New business from
new customers could be evaluated more accurately if greater research was done into
the demographic market. These aspects together make the traditionally difficult
As boundaries are reduced between “e-financial services”, the industry hasn’t merged
in terms of regulation and tax treatment. This has lead to regulatory arbitrage to exist
38
within the financial services. For example First-e is open to all UK customers but is
not regulated by the FSA. The web site allows more attractive rates of interest to be
offered to the customers, as it is not UK regulated. Customers can also benefit from
the differences in the valuation basis between countries and hence obtain a more
attractive deal.
It is not a secret that many “dot-coms” have enjoyed high share prices for a limited
period and then seen their share prices plummet. An example of this is
lastminute.com. As there are few barriers to entry many companies see the business
opportunity and enter the market and within a matter of weeks see this all to common
story happen to them. From an insurance point of view this has meant that it has been
cash flow techniques. Asset portfolio valuation, high volatility and yield basis in
discounting liabilities all become more complex issues that need consideration.
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6.6 Impact on the actuarial control cycle
40
7 E-Security within the E-Commerce
As insurance companies start to incorporate the web into their business plans, there is
growing concern that they expose themselves to greater risk than they envisage. The
2000. Also they state that there are more than 6,000 hacker groups worldwide, with
increased sophistication in their operations and activities, with motives being often
political. Yet despite these alarming findings, insurers have responded with
Survey, in which 200 companies were questioned upon their views of e-security. The
report suggested that over 75% of the respondents were concerned that e-security was
the main obstacle to the use of the Internet for transactions, specifically referring to
institutions have taken sufficient action to tackle e-security. The survey highlighted
the fact that most of the respondents failed to meet the most basic requirements of
BS7799, the British Standard code of practice for information security management.
5
The Actuary Magazine, October 2002, p22
41
In particular they rarely tested their websites for security risks and even if they did the
procedures for reporting security breaches were weak. Within any security system,
there are the most basic requirements of a firewall internal protection facility. This
was not even present in nearly a third of the respondents of the survey. Lack of such
basic requirements raises the question as to why such security is not in place.
In leveraging their business insurance companies must manage risks and be able to
mitigate these risks. Largely this shall mean reviewing their policies, procedures and
infrastructures. In addition, it is fundamental to ensure that any third parties are not
increasing their risk exposure. There are ranges of solutions to these new risks that
can be utilised. For instance, public key infrastructures help to increase privacy, data
42
Historically networks have often been the targets of attack, but with the advent of e-
commerce, this risk has been more threatening, as there is that much more to gain
is to remain updated with new security measures constantly as it is unlikely that the
individually provide limited protection of less than 50%, but together (e.g. 3-5
However where present, layered security has also been responsible for increased
security breaches, indicating a greater detection of security breaches, rather than less
security itself. This serves as a useful tool, as once a breach in security has been
detected then appropriate measures can be taken to contain the damage caused.
Indeed this suggests security breach recognition is key to staying one step ahead and
These new techniques and tools, however, are only part of the solution. The best way
forward is for security issues to be raised at meetings at board level and a pragmatic
approach be sought as a company, rather than leaving it to the ‘techhies’ to sort out.
Success lies in being vigilant and strength in risk management. Many employees do
not appreciate the impact of the risks involved with their decisions and consequently
43
simple controls, such as increased web domain security is often ignored, leading to
potential website hijacking. Reputation takes years to build but can be destroyed
within minutes. In this sense, another key source of competitive advantage has to
The E-commerce directive 2000/ 31/ EC came into force in January 2002 and
the European Commission’s action plan before the Lisbon European Council meeting
in 2005.
The first step is to smoothen the transition of current rules and regulations into the
new framework of legislation. Certain existing legislation such as the Third Life
Directive only partially allows cross-border activity. Within the UK the directive was
The E-commerce legislation stipulates that specific information about the electronic
details such as the name of the service provider and their contact details (e.g. email
addresses).
Commercial communication must be made clearly and any special promotional offers
along with relevant conditions must be clearly presented. Once the service provider
44
has accepted an order then it must be confirmed within a reasonable time period via
electronic means.
The terms and conditions of any arrangement must be clearly accessible, easily stored
Failure to comply with such requirements may result in the service provider being
liable for any damages and possibly regulatory action, which may allow the customer
to obtain legal court authorities to ensure compliance. In addition, they may have the
certain contracts and insurance directives. This may lead to abuse of any loopholes if
the host country has legislation that enables manipulation of the rules of the directive.
In summary the directive goes some way to establishing cross border activity.
confirm any electronic communication via post and thus send the customer a hard
copy. This would effectively make the rules and regulations of the customer’s
communication only was maintained. This may serve to limit cross border activity
and thus legislation needs to be designed to resolve this. Indeed a full and exhaustive
e-commerce.
45
8 Case Study: Eagle Star Direct
Five years ago most insurance companies had an internet site that was nothing more
than a static marketing tool, advertising the company’s services and products via a
standalone website. Consequently such site did not attract the “hits” that some of
graphics, and sound were introduced to these basic websites that gathered more
interest from customers. Email further facilitated communicability and it was at this
possibilities offered by the Internet, as well as the ability to gather information, such
This latter was thought to be so efficient that perhaps one day a customer would be
able to obtain an on-line quote within a few minutes, and then consequently go onto
making an on-line purchase. This is the type of service that is now available with
approach a range of insurance companies on the Internet. A few Internet sites include
quotations.
46
Examining the Eagle Star Direct Example we see that 60% of their business is
brokered6. Thus a push style marketing that is one providing advertisement from
various third parties is vital to the success of the company. In providing insurance on
the internet it would be much more cost effective for various insurers to collaborate
Moreover insurance is, generally, not the most exciting of purchase for the customer,
terminology confusion. With this confusion comes lack of trust and consequently
on-line insurers. Pushing a brand name directly to a customer is difficult within the
context of the insurance industry but pull type marketing is easier. For example, a
customer buying a car could clink on a link to the Eagle Star Website and the
customer would have something of insurable value that they want to insure by
Any future strategy would have to account for the direct channel, the broker channel,
the telephone sales channel and the Internet channel. Customer segmentation becomes
channel, based upon their needs, requirements and behaviour within each channel.
6
Source: Eagle Star Direct Website
47
in web space. Finally initial strategy should be marketed through the medium most
million visits to the web site and over 200 000 quotes delivered7. Eagle Star Direct
initially chose a new start-up e-supplier company, as customer focus was strong and
they also offered to support Eagle Star’s existing brands and advertising campaigns.
By focusing on identifying how customers behaved when visiting the site (e.g. at what
point they left and when they hesitated and/or had problems) and also maintain the
website with regular yet consistent updates, Eagle Star were able to gain market share.
Keeping the website simple and easy to understand, yet consistent also contributes to
success. For example the television advertising campaign of an inflating tyre was also
used on the website to maintain consistency. This campaign illustrates the general
this perception by inviting customers to phone to discover that insurance can actually
be quite interesting.
By use of drop-down menus and postcode rating packages that automatically enter
customers have the opportunity to enter information for themselves, there in arises the
7
Source: SCOR Notes: Insurance & the Internet p 86
48
opportunity for errors. Moreover, the customers prefer this system themselves as it
means ease of use and less effort in completing forms, which invariably are
Having a website which allows the customer the power to obtain a quote, go away and
compare and contrast and then return to Eagle Star Direct also is another feature of
the website. This is allowed for by the way in which the design allows a 30-day
competitive differentiation for Insurers on-line. Eagle Star Direct have researched
that
“Generally, people who use the site are mainly from high-income families, accounting
to more than double the average for this sector. Furthermore, 4 out of 5 people who
use our site are male. More than half the users are aged between 25 and 39.8”
Eagle Star Direct have identified this information and are aware that these customers
are not only significant in these proportions but their premiums, due to their risk and
Significant market research as to when and where customers access the on-line
example in the launch of the website in August 1997, the Financial Times did an e-
8
Source: Insurance and the Internet: Myth or Reality? p86
49
commerce feature a few days before and Eagle Star Direct as an example, was a
From Eagle Star Direct’s point of view the website has been wholly a success and
Eagle Star have been vigilant in their approach to marketing and distribution; an
approach that has paid off. Attention to continual improvement of their website in
image, has also been a successful strategy. Finally using the logic that customers who
have purchased something of insurable value will require insurance and consequently
advertising on such websites has been the most important single contributing factor to
their success. Any e-business should look at these ideas and incorporate them into
50
9. The Role of the Actuary
In light of what has been discussed so far it is natural to query the role of the actuary
within the e-commerce world. Actuaries’ range of skills and attributes can be readily
exploited within this new business market. A SWOT analysis shall enable effective
evaluation of the overall impact actuaries can make within the e-commerce world.
9.1 Strengths
Numeracy and practicality being natural assets of an actuary serve to add value to the
makes financial sense of the future9”. Indeed this analysis of financial future, using a
range of statistical, analytical and mathematical tools, can be readily extended to serve
on-line business.
9.2 Weaknesses
Actuaries, however, have been reputed to be slow reacting, over precise risk averse
9
Institute of Actuaries website
51
9.3 Opportunities
Actuaries’ set of skills may be exploited within the following e-commerce areas
Current research topics within the world of e-commerce utilise practical, multi-
disciplinary models, using economics, finance, and statistics e.g. game theory. Within
the Insurance industry, actuaries could model customer behaviour as described within
the Chapter on Eagle Star Direct. Other areas might be to derive an on-line life table
from company data. This can then be used to more accurately predict mortality, thus
Predicting the Present Value of Future Profits (PVFP) on the basis of future cash
flows from current and future business, on the basis of an assumed current (and
possibly future) rate of mortality, interest, expenses and withdrawal rates, is a key
skill of an actuary that can be exploited on-line. Within the life insurance sector, the
plausible and indeed this serves to enable calculation of the potential lifetime
52
9.3.3 Valuation of e-business
The above point could be extended to calculate the goodwill paid on acquisition of
subsidiary on-line businesses. This could be used to evaluate future business strategies
The skills of actuaries can be readily extended to other areas of corporate interest. For
example the current strong nature of the mobile phone industry could provide
opportunities for actuaries to evaluate phone contracts and customer value, as well as
53
9.3.6 Further leverage of actuarial skills across the profession
The concept of a ‘virtual community’ and sharing knowledge on-line can provide an
opportunity for the actuarial profession to extend their knowledge and share
9.4 Threats
The key to using actuarial techniques in the e-commerce world is to combine them
acquire these additional skills there may be barriers to them acquiring them e.g.
The current long time taken to qualify (despite having exemptions) and poor job
market may mean that some graduates question whether it is worthwhile qualifying as
an actuary, or would it be better to seek other careers, within other interesting areas of
finance.
54
9.4.3 Inability to innovate
Lack of diversity may make actuaries unable to see the larger picture thus posing as a
future threat.
world.
Product simplification may make actuaries increasingly needing to justify their ability
55
10 Conclusion
It should come as no surprise that the conclusion of this project is that the insurance
ironic that an industry that has focused such significant resources on the development
strategies. Indeed banks, securities brokers and investment companies all have a
strong head start on the insurance industry in implementing practical and effective e-
commerce solutions in their day-to-day activities. The Internet has made it much
easier for consumers and advisers to compare and contrast product designs and
prices/charges. This shall expose further the differences in regulatory and solvency
then require that each company display the badge of the regulator governing its
other, which could effectively lead to the privatisation of regulation. Security and
privacy are not as weak as some believe but is a problem due to the accessibility of
the Internet from virtually anywhere. Having said that there are solutions to such
hindrances, such as data encryption, firewalls and virus protection tools. Combined
with a consistent and regular review of security policies these can be extremely
56
As the information highway becomes more extensive and efficient more links
between the supply chains will be seen. The business-to-business sector in particular
activities five possible models may become apparent which are the intermediary
marketplace model, the work-site marketing model, the eyeball attractor model and
effectively, these models should evolve in line with it by being enhanced and refined.
Generally within the insurance industry, there shall be less of a distinction between
short and long term insurance products and product design and the pricing of such
products will dramatically adapt to come in line with Internet selling methods. This
however may affect the long term financial stability of the insurance company with
insurance companies having to lower their profit margins to compete on-line and the
serious issue. Historically networks have often been the targets of attack, but with the
advent of e-commerce, this risk has been more threatening, as there is that much more
57
As e-commerce revolutionises business of insurance a number of new research topics
in extension of this thesis emerge. Such topics may include exploration of the
Indeed eventually, some form of “life-table” could be researched into and constructed
for those using on-line facilities. Inevitably, with the introduction of new technology,
such as “m-commerce” the nature of e-commerce will continue to change and open up
new avenues for generating business. Only the technologically most up-to date shall
10
Dreze and Zutryder, A web-based methodology for product design evaluation and optimisation,
Marshall School of Business, University of Southern California.
11
Haubl and Trifts, Consumer decision making in online shopping environments. The effects of
interactive decision aids, Marketing Science
58
APPENDIX
59
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