Author Archive

Essentials for Excelling with Analytics

The overwhelming amounts of data organizations face today is not limited to what resides in their collective data centers; it also includes external and largely unstructured data found in e-mails, blogs, and more—much of it generated by third parties.

Turning that wealth of data into usable benchmarks for sound business decisions is a real challenge. Part of the problem is that many organizations are struggling to manage information that extends far beyond the structured data in their data centers. Despite major investments in business intelligence (BI) tools over the last decade, many organizations still make decisions in ad hoc ways and struggle to master analytics.

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Changing the face of Insurance

In my previous blog post titled ‘Insurers’ need for Consumer-Focused Innovation’ I discussed that traditionally conservative insurers are having to come to terms with two powerful, inter-related trends: ‘Changes in consumer attitudes, perceptions & behavior regarding insurance’ and ‘The rapid emergence & adoption of new technologies which affect insurance’. Together these are forcing insurers to develop new approaches to growth – in particular, to customer acquisition & retention.

Recently the second part of Accenture’s Consumer-Driven Innovation Insurance Survey 2011 was conducted and confirms that many insurers are already experiencing that loyalty has weakened, expectations have risen, and growing numbers of customers expect to switch provider to find what they are looking for.

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Facing fraud and financial crime with financial crime management

In my previous post I have discussed the new environment of fraud and financial crime, the new vulnerabilities, opportunities and introductions of types of fraud due to new technologies, and current regulatory concerns.

Financial services organizations that undertake a comprehensive, structured approach to the prevention and detection of fraud and financial crime can obtain benefits that contribute to higher performance as well as reductions in fraud loss. Activities aimed at improving data quality can support better business intelligence, while standardization of processes throughout the organization improves financial services organizations’ overall processing efficiency.

Detection and prevention management

Similarly, financial services organizations that work to achieve a single view of the customer for the purposes of detecting and preventing financial crime may not only reduce risks related to compliance and regulation but may in a better situation to take steps to enhance their reputation and improve customer retention rates. Accenture has identified three basic principles that serve as a foundation for fraud prevention and detection: Read more…

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The new environment of Fraud and Financial Crime

Like stated in my first blog post, Insurance fraud is becoming an increasingly bigger problem in the Netherlands with an estimated 1 Billion Euro fraudulent claims annually. Organized crime, global terrorism, and new and ever-changing types of fraud – in addition to increased regulatory requirements – have led financial services organizations to pursue new techniques for preventing and detecting illegal activities.

In the digital age, the implications of fraud and financial crime perpetrated against financial services organizations and their customers have become ever more significant. The introduction of new products, however – and the use of new channels for distribution – create new vulnerabilities which must be addressed with new techniques. In recent years fraudsters have become increasingly sophisticated in the tools and methods they use to conduct fraud and are often able to “break” new prevention technologies within a few days of implementation. This is forcing financial services organizations to innovate continuously to stay one step ahead of the criminals. Still, companies are often at risk when they launch a new product or begin using a new channel; innovation can create the risk of attack as prevention measures may not be evolved enough to address such risks.

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Insurers’ need for Consumer-Focused Innovation

For decades insurers cherished their reputation for conservatism because individual and corporate customers demanded solidity and constancy from the recipients of their premiums and investments. But things have changed. Today, the more conservative insurers are under threat, and innovation has emerged as the key to future success.

The first part of Accenture’s global Consumer-Driven Innovation Insurance Survey 2011 conducted in 13 countries of over 7,000 insurance consumers reveals that 90 percent of consumers are either “very” or “somewhat satisfied” with their insurers. They are fairly satisfied with and have high expectations of their insurance providers, which sounds very promising, but compared with an earlier survey the “satisfied” level has declined by 21 percent since 2009. An other interesting finding is that 33 percent of the respondents in the 2011 survey say they are unlikely to recommend their life insurance providers to others.

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Fraud: making the next step with data analytics

From claiming a pair of sunglasses that is not actually stolen to organized fraud by criminal organizations: Insurance fraud is becoming an increasingly bigger problem in the Netherlands. According to the Dutch insurers alliance ‘Verbond van Verzekeraars’ an estimated 1 Billion Euro (over 10 percent) of all claims annually are fraudulent.

Last week the Dutch magazine for financial professionals ‘Het Verzekeringsblad’ published my article  on the topic ‘fraud’ and how to prevent this using an integral approach. Read more…

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