Canadians expect every experience – including insurance – to offer a fast, easy, and convenient online option. Insurance providers need these experiences to be easy to implement.

The change in consumer expectations is happening across generations, and CSIO helps the insurance industry keep up with the pace of change.

Creating seamless online insurance experiences does not just keep up with demand. The efficiencies that digital processes create for brokerages also mean that brokers can spend less time on client administration, and more time on client relationships.

My Proof of Insurance is not just about convenience. It is a signal to customers that insurers and brokers are finding solutions to meet the demand for a modern and easy insurance experience.

Industry stakeholders are heeding to this evolution as well: four more provinces granted regulatory approval and two additional service providers programmed the solution into their systems.

Over 700 brokers have adopted eSlips – a 27% increase in adoption since 2018. Brokers have commented on the ease and simplicity of implementation in part thanks to CSIO’s continued support and education on the solution by way of webinars, presentations and technical support.

5
PROVINCES
HAVE APPROVED eSLIPS–
ALBERTA, ONTARIO,
NOVA SCOTIA, QUEBEC,
NEWFOUNDLAND &
LABRADOR

4x
THE AMOUNT
OF eSLIPS SENT
THIS YEAR

70%
NEW VISITORS TO
MyProofofInsurance.ca

700+
BROKERAGES HAVE
ADOPTED MY PROOF
OF INSURANCE

8

BROKER MANAGEMENT SYSTEMS
INTEGRATED WITH
MY PROOF OF INSURANCE

In an effort to support members with consumer adoption of My Proof of Insurance, CSIO conducted market research to understand how Canadians feel about eSlips. Using this information, a marketing package was created so members could easily implement fun and engaging visuals on their website, social channels and print materials that would easily promote its place in the market and the consumer benefits.

We polled over 1,000 Canadian drivers to understand their attitudes toward eSlips and the research is clear: customers want a digital option when it comes to their proof of insurance, and the mobile wallet is their preferred choice.

#1
MOBILE WALLETS
ARE THE PREFERRED
METHOD OF STORING
PROOF OF AUTO INSURANCE
MORE THAN WEB, PAPER AND APPS

75%
OF CANADIAN DRIVERS
USE A MOBILE WALLET

CONSUMERS REPORT
THAT eSLIPS ARE:
> FAST
> EASY
> CONVENIENT

CSIO consistently ensures our members have the resources they need to understand, promote and encourage adoption of My Proof of Insurance. Some of these materials include:

PROMO VIDEOS: Sharable 30 second and 15 second video clips that use humour to illustrate why drivers may want to switch from paper to digital proof of auto insurance.	HOW-TO VIDEO: A 1-minute video explaining how My Proof of Insurance works, including mobile wallet features such as privacy and eSlip sharing with other drivers.	WEBSITE: The consumer-facing My Proof of Insurance website has been refreshed with a new look, including a how to video that demonstrates how easy it is to add an eSlip to a customer’s digital wallet. Front line staff can direct customers to the website for additional information on eSlips.

PROMO VIDEOS:
Sharable 30 second and 15 second video clips that use humour to illustrate why drivers may want to switch from paper to digital proof of auto insurance.

HOW-TO VIDEO:
A 1-minute video explaining how My Proof of Insurance works, including mobile wallet features such as privacy and eSlip sharing with other drivers.

WEBSITE:
The consumer-facing My Proof of Insurance website has been refreshed with a new look, including a how to video that demonstrates how easy it is to add an eSlip to a customer’s digital wallet. Front line staff can direct customers to the website for additional information on eSlips.

2019 saw a concerted effort to build on the minimum data set common to all commercial risks, established in 2018. The Working Group achieved a major milestone with the finalization of the additional questions required to underwrite small contactor business. As a result, 80% of the IBC contractors’ industry codes were standardized, a critical component in establishing straight through processing (STP) of information, which will save time from double-entry and reduce errors.

The minimum data set allows for a seamless data exchange between insurer and broker systems. This enables automation of commercial underwriting while also advancing real-time quoting.

The broker channel is showing enthusiastic support, with widespread implementation of commercial lines data standards. Ultimately, this improves the customer experience.

CSIO is committed to enhancing the quoting process for small commercial business, with a focus on retail and professional services next.

INDUSTRY CONSENSUS
ON WORKFLOWS FOR
REAL-TIME QUOTING

80%
OF IBC’S CONTRACTORS’
INDUSTRY CODES
STANDARDIZED

STANDARDIZED QUESTIONS
FOR UNDERWRITING SMALL
CONTRACTORS’ BUSINESS

REACHED CONSENSUS ON
43 UNDERWRITING
DATA RISK ATTRIBUTES
TO QUOTE COMMERCIAL RISKS,
REGARDLESS OF SIZE
OR COMPLEXITY.

76
CONTRACTORS’
INDUSTRY CODES
COMPLETED

176

STANDARD UNDERWRITING
QUESTIONS FOR
CONTRACTING INDUSTRY

ON AVERAGE, ONLY
6
ADDITIONAL
QUESTIONS
NEEDED PER
INDUSTRY CODE

Thank you to all the members who have dedicated their time to the Commercial Lines Data Standards Working Group.

CSIO facilitates change by being a thought leader, providing broker focused education and webinars as well as through collaborative committees and working groups that support the P&C industry. These CSIO initiatives benefit all our partners – insurers, brokers and service providers by laying a foundation that ensures the whole industry has the opportunity to prosper in the years to come.

19%
CSIO MEMBER ACCOUNTS

2,300+
MEMBERS ATTENDED
CSIO WEBINARS AND
PRESENTATIONS

More than at any time in the past, technology and digital innovation are changing the face of the P&C insurance industry. As Insuretechs and tech giants gain traction delivering services that are typically provided by insurers and intermediaries, it becomes more challenging for brokers and insurers to remain competitive against this new category of insurance players.

In response to this challenge, CSIO launched the INNOTECH Advisory Committee. The mandate of the Committee is to evaluate the application of new and emerging technology and digital innovation in the P&C insurance industry. In addition, the Committee will identify opportunities believed to have the highest likelihood of success and the broadest benefits to the industry and end consumers.

The INNOTECH Advisory Committee came together to discuss key issues and pain points, and to chart a path forward with clear goals and priorities set for 2020. The Committee is a tremendous asset for both CSIO and its members as we navigate through unprecedented transformation.

The INNOTECH Committee works collaboratively to rethink existing processes, structures and customer interactions.

“It’s great when the industry can get together and create movement towards solving common issues and inefficiencies. Ultimately we’re all here to provide better customer service and I think we’re on the right path to doing so.”

– Jeff Roy, President, Excalibur Insurance

INNOTECH ADVISORY COMMITTEE MEMBERS

The INNOTECH Committee has broad-based representation from CSIO’s industry partners. Committee members are industry leaders and technical experts who bring a range of invaluable expertise and knowledge to the P&C insurance industry and its customers.

Thank you to these members for dedicating their time to the INNOTECH Committee.

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

Mathieu Brunet

Vice President, Sales & Specialised Insurance
MP2B Assurance Inc.

BACK ROW (left to right)

1. Jeff Roy,
   Excalibur Insurance
2. Sarina Visram,
   CSIO
3. Dennis Dalmas,
   Northbridge Insurance
4. Jonathan Spinner,
   Aviva Canada
5. Debbie Vassos,
   CSIO
6. Derek Ward,
   Wawanesa Insurance
7. Charles Giroux,
   CSIO
8. Joel Pereira,
   CSIO
9. Paul Memka,
   Wawanesa Insurance
10. FRONT ROW (left to right)
    Derek Oke,
    Travelers Canada
11. Hisham Dalle,
    RSA Canada
12. Carlos Dominguez,
    RSA Canada
13. Stephanie Phillips,
    RSA Canada
14. Catherine Smola,
    CSIO
15. Kim Opheim,
    IBAC
16. Joseph Kairouz,
    Intact Insurance
17. Aly Kanji,
    Insureline Brokers Inc
18. Jeff Walker
    Intact Insurance

“INNOTECH has presented us with a game-changing opportunity. As emerging technology and digital innovation continue to drive major change in the competitive landscape, our goal is to help deliver effective solutions aimed at improving the overall customer experience.”

– Dennis Dalmas, Senior Vice President, Solutions Delivery, Northbridge Insurance

NATIONAL WORKING GROUPS

Transforming the Industry

National Working Groups are driving benefits for the whole industry by:

> WORKING TOGETHER
> IDENTIFYING ISSUES
> SOLVING PROBLEMS

ANOTHER VOICE FOR MEMBERS

By participating in working groups, CSIO members play a key role in advancing innovation. We work together with industry partners to identify issues and solve problems for the benefit of our members and the end customer.

Each CSIO member has an opportunity to influence change through the working group. It’s an opportunity to voice ideas and to provide feedback that will keep improving standards.

CSIO’s monthly National Standards Working Group sessions facilitate the continuous process of revising and refreshing standards to keep pace with changes in the industry. The fast, agile approval process lets members implement approved codes immediately after each working group meeting.

WORKING GROUP HIGHLIGHTS

40+
PARTICIPATING
ORGANIZATIONS

274
ENHANCEMENTS
TO STANDARDS

WORKING GROUP
FINDINGS ARE APPLIED TO
STANDARDS,
KEEPING THEM
CURRENT AND ENSURING
THEY REFLECT EMERGING
BUSINESS NEEDS.

NATIONAL STANDARDS WORKING GROUP MEMBERS

Thank you to these dedicated members whose contributions to our monthly working groups are vital to the evolution of CSIO Data Standards.

INSURERS

AVIVA CANADA Christine Hipper Natalie Quintal BAY OF QUINTE MUTUAL INSURANCE Patti Welsh CUMIS GENERAL INSURANCE COMPANY Jessica Bolton THE COMMONWELL MUTUAL INSURANCE GROUP Lisle George ECHELON INSURANCE Nick La Monica Tiplea ECONOMICAL INSURANCE Dan Gooding Craig Green HTM INSURANCE Donna White INTACT INSURANCE Joyce Chua-Sparrow Marie Lalonde-Parsi Carrie Will Tara Wilson

NORTHBRIDGE INSURANCE Sonia Atherley Nimmi Sooknarine Marcia Tessier PEMBRIDGE INSURANCE COMPANY Karen Crossley Suzanne McLean PORTAGE MUTUAL INSURANCE John Penner Natasha Repko RSA CANADA Maia Pollioni TRILLIUM MUTUAL INSURANCE Steven Gross Tracey Long UNICA INSURANCE Robert Tamburro THE WAWANESA MUTUAL INSURANCE COMPANY Katelynn Joachim Christina Mitchell Raymond Morin Dora Pacheco Heather Strenght Melissa Yanisiw

SERVICE PROVIDERS

APPLIED SYSTEMS INC. Carol Ambrose Fred Barkhouse Adam Beckett Ashley Boroski Virginia Brenton Krystin Golden Mark Harrison Amy Livingston Jeffrey Niemann Natalie Tetler Andrea Vollans CGI GROUP INC. Abdulkarim Abdulla Alla Asya Bogorad COGNITION+ Nando Favaro

CUSTOM SOFTWARE SOLUTIONS INC. Brian Canart ELEMENT AI Jean-Michel Beaudoin INFORMCO INC. Kami Singh KEAL TECHNOLOGY Mengyun Li Lauri Robert TECHCANARY CORP. Thorsten Camp

eLEARNING

Transformation Through Learning

CSIO leads change through collaborative initiatives and thought leadership that benefit members across the country. Brokers can learn about advances in industry technology and digital best practices through free, accredited courses offered through the CSIO eLearning Program.

In 2019, CSIO offered members a variety of eLearning courses designed to provide critical and relevant information on the latest digital topics for brokers.

These online courses provide essential knowledge on how technology is used in insurance, and how to apply digital tools and skills to strengthen each brokerage as well as each participant’s career development. The participation and feedback has been exceptional.

BENEFITS OF eLEARNING

eLEARNING HIGHLIGHTS

14
COURSES
LAUNCHED

1,507

MEMBERS
REGISTERED

93%
MEMBERS INDICATED THEY ARE SATISFIED OR VERY SATISFIED WITH THE eLEARNING COURSES

“I loved the courses, they were easy to use. The content is helpful, you pick up some great ideas and it spurred some thinking that you can apply to your operations. I’ve shared with my management team to help them think about what our business could be doing even better.”

– Cory Young, Chief Operating Officer, Rhodes & Williams Insurance Brokers

THE TRAINING MEMBERS WANT

DIGITAL BROKER eLEARNING PROGRAM

Offering the digital skills and topics most crucial for brokers, available on their own schedule.

SERIES OF
1-HOUR COURSES

ACCREDITED IN 4 PROVINCES
AB, SK, MB, ON

FEATURING INDUSTRY
LEADERS AND EXPERTS

“I’ve enjoyed taking each of the eLearning courses, they were all so interesting. The digital marketing course helped me understand the importance of a properly implemented social media strategy, and would be of help to every brokerage in setting up a digital presence.”

– Gloria Hystad, Broker, Drayton Valley Insurance Agency Ltd.

GETTING THE WORD OUT

We’re getting the word out successfully through print and online channels.

Along with regular contributions of articles in trade and provincial association publications, we’ve expanded our communications channels in 2019. A rapidly growing email distribution list confirms that CSIO members are interested in seeing more CSIO content. The 2019 Member Survey indicates that the vast majority of members are using the website and other CSIO resources.

External communications ramped up too, with our first-ever consumer campaign for My Proof of Insurance. Our social channels were buzzing with consumer content and conversation, extending the reach of our web and email channels.

COMMUNICATIONS HIGHLIGHTS

10%
NEW
VISITORS TO
csio.com

28%
FACEBOOK
FOLLOWERS

20%
INSTAGRAM
FOLLOWERS

14%
NEWSLETTER
SUBSCRIBERS

23
PRESS RELEASES
TO INDUSTRY
TRADE
PUBLICATIONS

8
ARTICLES
IN TRADE AND
ASSOCIATION
MAGAZINES

CSIO ARTICLES IN PUBLICATIONS

MARCH 2019
Catherine Smola
President & CEO, CSIO
AI: Endless Data means
Endless Possibilities for the
P&C Insurance Industry
Publisher: Manitoba Insurance Broker

OCTOBER 2019
Monica Hanna,
Business Solutions
Delivery Lead, CSIO
Washing away Z-codes
Publisher: Canadian Underwriter

OCTOBER 2019
Catherine Smola
President & CEO, CSIO
Partnership is the Key to
Industry Success
Publisher: The Ontario Broker

DECEMBER 2019
Charles Giroux,
Technology Manager, CSIO
Cyberattacks: What
Criminals Want and What
You Can Do to Stop Them
Publisher: BC Broker

❮ ❯

CSIO PRESS RELEASES

CSIO regularly publishes press releases in order to increase the P&C industry’s awareness of our projects and initiatives.

EVENTS AND CONFERENCES

Technology keeps us in touch throughout the year, but meeting face-to-face gives us an opportunity for deeper connections and conversations. CSIO attends conferences across Canada in order to hear directly from you and to understand the support you need.

We connected with more of you than ever before at 2019 events.

16

EVENTS AND
CONFERENCES
ATTENDED

	AWARD OF DISTINCTION – Steve Whitelaw Catherine Smola announced the introduction of a new award, the CSIO Award of Distinction at the 2019 Annual Meeting. The award was presented to Steve Whitelaw, CSIO’s Chairman from 2012 to March 2019, for his outstanding contribution to advancing the adoption of technology in the industry.

For more than 30 years, CSIOnet has been connecting tens of thousands of brokers, insurers and service providers to seamlessly exchange policy information. Automating downloads through CSIOnet provides over 38,000 brokers with fast and easy access to important policy, claims and billing information directly within their broker management systems, allowing brokers to do what they do best: Provide an exceptional customer experience.

Adoption of eDocs continues to grow since its launch eight years ago. The iconic image of a broker’s desk cluttered with stacks of insurance applications, policy wordings and billing statements is now a thing of the past. Less paper exchanged among brokers, insurers and their clients means more efficient workflows that allow for real-time, instantaneous transactions.

40

MILLION
eDOCS SENT

75
INSURERS
SENT eDOCS

2,290
BROKERAGES
RECEIVED
eDOCS

20%
PERSONAL LINES
eDOCS GROWTH

18%
COMMERCIAL LINES
eDOCS GROWTH

CSIO is proud of these partners who are eDocs certified:

Standards are continually evolving, and much in the way that new words constantly emerge and enter common usage before being added to the dictionary, sometimes insurers introduce a code that nobody else uses. These codes, known as Z-codes, can often create more work for a broker, whose broker management system (BMS) is typically programmed only with the standardized codes. In some cases, an insurer uses a Z-code even when a standard code exists, effectively creating a duplicate code when one is already in common use. In recent years, CSIO has worked closely with its members to eliminate these Z-codes and bring efficiencies back to the channel.

Certification of Compliance

CSIO is proud to recognize the insurers who have eliminated Z-codes, in support of data integrity in the industry:

Algoma Mutual Insurance Ayr Farmers Mutual Insurance Bay of Quinte Mutual Insurance Brant Mutual Insurance Caradoc Townsend Mutual Insurance Cayuga Mutual Insurance Dumfries Mutual Insurance Edge Mutual Insurance Germania Mutual Insurance Gore Mutual Insurance Grenville Mutual Insurance HTM Insurance

Kent & Essex Mutual Insurance Lambton Mutual Insurance McKillop Mutual Insurance Northbridge Insurance Optimum General Inc. Peace Hills Insurance Peel Mutual Insurance South Easthope Mutual Insurance Town & Country Mutual Insurance Tradition Mutual Insurance Trillium Mutual Insurance

Algoma Mutual Insurance Ayr Farmers Mutual Insurance Bay of Quinte Mutual Insurance Brant Mutual Insurance Caradoc Townsend Mutual Insurance Cayuga Mutual Insurance Dumfries Mutual Insurance Edge Mutual Insurance Germania Mutual Insurance Gore Mutual Insurance Grenville Mutual Insurance HTM Insurance	Kent & Essex Mutual Insurance Lambton Mutual Insurance McKillop Mutual Insurance Northbridge Insurance Optimum General Inc. Peace Hills Insurance Peel Mutual Insurance South Easthope Mutual Insurance Town & Country Mutual Insurance Tradition Mutual Insurance Trillium Mutual Insurance