Digital consumers, meet digital insurance documents

Grant Patten, Digital Media & UX Specialist, CSIO | BC Broker, Apr. 2018

CSIO’s My Proof of Insurance eDelivery solution launched in February, enabling brokers and carriers to deliver digital insurance documents for personal and commercial lines to consumers over email. Developed in collaboration with carriers and brokers across Canada, the solution provides a convenient, standardized method for insurance providers to send digital insurance documents to consumers.

CSIO member brokerages can access My Proof of Insurance eDelivery at no additional cost. If your brokerage is a member of IBABC, you’re automatically a member of CSIO.

“The solution provides brokers with the ability to send high-quality digital policy documents to their consumers, without the complexity or unnecessary steps of consumers having to create usernames, passwords or download dedicated mobile apps,” says Chuck Byrne, Executive Director and COO of IBABC. “It will be a big win for brokers and consumers alike.”

My Proof of Insurance eDelivery was developed with broker and carrier requirements in mind, ensuring that it meets their business needs while providing consumers with a simple, convenient digital experience. Using this solution, consumers will not be required to log into separate carrier portals.

Customer focus

CSIO conducted extensive market research to better understand consumer expectations and behaviours prior to developing this solution, ensuring that it would meet those expectations upon launch. The data showed:

  • 74% of consumers want to receive their insurance documents electronically (IBC)
  • Only 4% of Canadians have downloaded an insurance company app (Forrester Research)
  • Mobile app installs in the United States decreased by 38% from 2014-2016 (Adobe Digital Insights)

The research found that consumers typically minimize the number of apps they have on their phone, preferring to preserve memory for photos and videos. The apps they do download are the ones they use on a regular basis, such as social media, banking and games. Furthermore, consumers prefer not to manage additional usernames and passwords – a requirement for mobile apps and online portals.

As a result, My Proof of Insurance eDelivery is a push solution that sends policy documents over email, leveraging a technology that most customers already use in their day-to-day life – no need to download a separate app or create login credentials.

To provide consumers with a consistent experience regardless of their insurance provider, all emails come from the “@myproofofinsurance.ca” domain. In addition, to support brokers in communicating the benefits of this solution to the public, CSIO has launched the consumer-facing informational website www.myproofofinsurance.ca. The content includes an educational video, step-by-step instructions, and an FAQ section.

Co-branded emails

One of the most important features of this solution is co-branding. Emails sent through My Proof of Insurance eDelivery include both the carrier and broker logos, reinforcing the consumer’s relationship with their broker regardless of which company sends the email.

The result is a consistent customer experience that increases the value proposition of brokers and carriers equally. “What impresses me the most is the dual functionality of the software for brokers and carriers, as well as the cost effectiveness of adoption at the brokerage end,” says Rose Cavaliere, Operations Manager at Dawson & Keenan Insurance. “The simple design of the application brings true value to the ease of doing business in the digital world.”

Features of My Proof of Insurance eDelivery

  • Ability to send all policy documents for personal and commercial lines
  • No customer apps, portals or log-ins required
  • Brokers receive notifications in their BMS detailing all emails and documents sent to each customer
  • A consumer-facing website www.myproofofinsurance.ca provides education, frequently asked questions, and a guide to mobile screen-lock functionality
  • An application programming interface (API) has been made available to BMS vendors, enabling them to integrate My Proof of Insurance eDelivery for seamless broker workflows

Brokerage benefits

This solution provides brokerages of all sizes with a fast, easy and convenient way to provide consumers with an essential digital service, without adding costs to their bottom line. Simply by signing up, brokers ensure that their logo will automatically be included in all My Proof of Insurance eDelivery emails sent to customers, and their BMS will receive Sent Message reports as part of their daily eDocs download.

Further, brokerages may customize the template for emails sent to customers, adjusting colours and messaging to reflect and reinforce their branding.

Getting started

Brokerage registration and setup for the My Proof of Insurance eDelivery solution takes as little as one business day:

  1. Log into your account on CSIO.com. Members of IBABC are automatically members of CSIO and are encouraged to create their personal account.
  2. Ensure your organization has a CSIOnet mailbox.
  3. Prepare a copy of your brokerage logo.
  4. Designate an Organization Administrator to register for your company’s primary My Proof of Insurance eDelivery account.

Your Organization Administrator will receive a confirmation email with login credentials and a welcome email including a user guide, staff training resources, and consumer marketing materials.

Next steps

CSIO has provided dozens of walkthroughs for industry stakeholders including members, regulators, and provincial broker associations. “These webinar walkthroughs have been very helpful so far in demoing the overall functionality of the My Proof of Insurance eDelivery solution,” says Catherine Smola, president and CEO of CSIO. “We are committed to educating the entire P&C industry about this solution, as we know that widespread adoption of My Proof of Insurance eDelivery is how as many consumers as possible will benefit from digital policy document delivery.”

Visit CSIO.com for registration and more information on the My Proof of Insurance eDelivery solution, including videos and upcoming webinars.