National Underwriter - March 19, 2012

Insurer looks to leverage tech tools to aid both direct shoppers and independent-agency channel

BY ROBERT REGIS HYLE

PROGRESSIVE Insurance, which of- fers coverage both through its di- rect channel and via independent agencies, is now leveraging its technology investments in order to maximize its buyer experience—regardless of platform.

“We are having success in tools that cross over,” says Matt Lehman, mobile business leader for Progressive. “As we build out certain capabilities, clearly we are looking for those to be channel-agnostic.

“When you look at the servicing and claims capabilities that are built into both our apps as well as our mobile Web— things like severe-weather text alerts or the ability to view policy coverage—we want those to be available to all customers, regardless of how they choose to work with us,” he adds.

Lehman believes it all comes down to ways for customers to use mobile technology to make the insurance-buying process easier.

“If a customer chooses to work with
one of our 35,000 independent agents,
that’s great, and we want to put tools like
the new FAO (ForAgentsOnly) effort into
agents’ hands so they can be mobile,” says
Lehman. “On the other hand, if a customer
wants to work directly with us and use the

We want to put tools like the new FAO (ForAgentsOnly) effort into agents’ hands so they can be mobile.”

Matt Lehman, Mobile Business Leader, Progressive

device in their hands, we want to offer tools
that will make that easy as well.”
For instance, Progressive recently went
outside its own research and development
area to purchase software from technology
vendor Mitek to help boost the direct line
by allowing customers to submit a photo
of their driver’s license and the VIN for a
particular car and get a rate back through
their smartphone.

The image capture allows a customer
or potential customer to take a picture of
their driver’s license for prefill and another
picture of their insurance card to get the
VIN or scan the VIN off the car itself.

Marsh & McLennan Agency Acquires KSPH

BY STAFF WRITER

MARSH & MCLENNAN Agency LLC, a subsidiary of insurance broker Marsh Inc., has acquired KSPH
LLC, a $5-million-revenue, employee-benefits
agency based in Glen Allen, Va.

Launched in 2000, KSPH offers a range of employee-benefit and retirement-plan services to middle-market clients in Virginia. KSPH will operate within Rutherfoord, a Marsh & McLennan Agency (MMA) company.