Presenters: Harald Borrmann, CEO & Chair of the Board, Catholic United Financial and Bill O’Toole, President & CEO, Catholic Financial Life
Visionaries run their companies with imagination, always looking at the big picture with an open mind. Their positive energy is infectious, motivating their organizations to take that leap…
Conventus Now, a new venture combining Catholic Financial and Catholic United, shares their strategy for streamlining new business operations and modernizing policy administration. Hear from the CEOs of both organizations as they discuss their mission, and the search for a comprehensive platform that began with 33 vendors and ended with 1 strategic partner, iPipeline.
Presenters: Tom Scales, Head of Life & Health Americas, Celent and Karen Monks, Insurance Senior Analyst, Celent
Where do you stand in terms of web-based self-service for your customers? Celent’s 2019 research looked at United States life insurance websites and how well suited they are to meet a customer’s expectations in terms of self-service. In a previous 2014 report, Celent found that very few life insurers offered any kind of self-service on their websites. The 2019 report revisits what progress in service offerings life insurers have made by measuring a customer’s ability to perform self-service functions on websites. Use this session to benchmark yourself and learn what you can do to leapfrog the competition.
Presenter: Bill Atlee, Chief Strategy Officer & Co-Founder, iPipeline
Interest rates have been historically low for 10 years, which has placed tremendous performance pressure on illustrated products. Most policyholders are unaware of how this impacts their policy, and if their current values still meet their original expectations. The challenge is, less than 1% of policyholders actually receive an inforce illustration to gain this valuable insight. Why? The majority of carriers don’t have the ability to run the hundreds of thousands of inforce illustration necessary to educate ALL of their policyholders each year. The last several years, our industry has paid out over 6.6 billion in class action law suits on this topic alone.
Join our Co-Founder and Chief Strategy Officer, Bill Atlee as he discusses:
How your existing legacy inforce software can still scale to generate millions of illustrations
Why it’s critical to know the financial “health of your block”
How to identify your most vulnerable policyholders that are in danger of future involuntary lapse
How you can help policyholders course correct, before it’s too late
How most carriers overlook $200 million of untapped premium
Amica’s decision to move to 4 key strategic partners and completely overhaul their technology stack to focus on their customers’ journey is not one that was made overnight. Andy shares Amica’s experience on transforming their technology stack over the course of 18 months, and what factors led to the strategic direction they chose.
Presenters: Larry Berran, CEO, iPipeline and Dan LaBert, CEO, NAILBA
The current global situation is unprecedented. Larry speaks candidly about continuing to run iPipeline and support our employees and customers emotional, financial, and business needs. He discusses iPipeline’s business continuity plan and what we’re doing to maintain a sense of normalcy, and how our technology can mitigate risk for you, your agents and advisors, and customers. Dan brings a perspective on current industry pressures, and how NAILBA is working with its membership to achieve balance and maintain stability.
Presented by: Rob McIsaac, Executive Vice President, Research & Consulting, Novarica
With insurance carriers facing a range of challenges and opportunities, planning for what amounts to a “New Normal” takes on an increased urgency across all lines of business. Rapidly shifting demographics, a persistently low interest rate environment, changes in customer preferences, and an evolving competitive landscape all factor in as considerations carriers need to be preparing for now. Emerging technologies, and the potential for Innovation to foster meaningful change, represent very real “levers of opportunity” for carriers, are explored during this session.
Carriers Are Feeling the Impact
of Negative Interest Rates
Without a doubt, carriers are under enormous pressure to maintain profitability in a low interest rate environment. Historically low interest rates over the last 10 years have pushed many carriers into a negative interest rate environment, meaning the money carriers invested in the open market cannot earn what they promised policyholders in contracts sold many years ago when yields were at 10%. Millions of universal life contracts, as well as interest-sensitive whole life policies, offered guaranteed interest rates of 4-5% and guaranteed cash value. Most of these older contracts are now paying the minimum interest rate guarantee (maybe 3%) and in some cases, carriers have raised their mortality rates to offset these losses. The impact on policyholders: their contracts are under-performing, which results in involuntary lapse or policyholders that outlive their contracts.
Policyholders Deserve to Know
fact is, the only way to give a policyholder a present snapshot of the “health
of their policy” is to run an inforce illustration. These new projections can
give a client a good indication on how the policy values will perform at
current assumptions. Doesn’t every policyowner deserve to know from their
carrier today how future projections impact their financial expectation?
There’s a problem though- most of the old illustration software that calculates
these projections is sitting on old architecture and can’t scale. Why wasn’t
this illustration software modernized on new infrastructure? The answer: because
the majority of these products have been discontinued and are no longer sold
through agents. Consequently, agents don’t need to access it. This software is usually
used by the home office staff to satisfy an inforce illustration request from
an agent or policyholder… and less than 1% of policyholders receive an inforce
illustration each year.
Can the Course Be Corrected?
most carriers’ inforce illustration software resides on Windows 95/98 machines,
mainframes, or is hand calculated by actuaries, it’s virtually impossible to
provide every policyholder with current projections each year. The solution
simply doesn’t scale to educate existing policyholders on their policy
Here’s what I mean by not scaling- Let’s say you have 500,000 policyholders on your inforce block and you want to give each policyholder an inforce illustration. That would be 500,000 inforce illustrations that the home office would have to manually run each year. Sound like it’s not humanly possible? Let’s look beyond this assumption.
Imagine the complete irresponsibility of simply telling policyholders that their policies are under-performing, and not providing them with ways to course correct. That alone would generate tens of thousands of calls from panicked policyholders into a carrier’s call center. So providing policyholders with options is a must. For example, can they reduce their face amount or add premium to extend the policy years farther into the future? We factored that it would take an additional 8 inforce illustrations for each policyholder to provide these critical options. You did that math correctly: this would mean running 4,000,000 inforce illustrations (500,000 policyholders x 8 illustration options each) to accomplish this task- daunting at best!
Why It Needs to Be Done…Now
industry has had over 6.6 billion dollars in class action suits over the last
several years for improperly informing their policyholders of this ticking time
bomb. It’s time we solve this problem. It’s our fiduciary responsibility as an
industry to meet policyholder expectations.
at iPipeline have a solution for this industry-wide dilemma- it’s innovative,
avoids the financial burden of rewriting all of a carriers’ legacy inforce
illustration software, and makes the task far more approachable.
I’m very passionate about this topic, and I’m looking for your thoughts as well.