ACT Work Groups
Please note the date of our last official updates – as technology is constantly evolving so are our work groups.
ACT facilitates work groups focused on key industry issues and creates tools in the form of best practice recommendations, white papers and education materials. These are communicated to all our stakeholders and are used to assist with setting technology strategy and effective, consistent agency workflows.
ACT benefits from volunteer participation by our key stakeholders – from agents & brokers, carriers, technology providers, and other industry associations and user groups.
For more information on how you can get involved please contact Ron Berg, ACT Executive Director.
*LAST UPDATED: Feb 21, 2017
ACT engaged this work group beginning in September 2015 to address our distribution channel's struggles with adoption by agents and acceptance by carriers. The work group focuses on clear recommendations on workflow and integration to agency systems, advocacy to carriers for acceptance of vendor eSignature solutions that meet UETA and ESIGN requirements, along with their own proprietary systems, education to agents and the industry, and use and updating of existing reference documents.
In June, the group created and delivered a 'Carrier eSignature Advocacy' document - Reaching out to carriers not documented as accepting UETA- and ESIGN-compliant vendor eSignatures from agencies. This document provides significant background and rationale to urge carriers to accept agency eSignatures along with their own proprietary solutions. We are seeing positive responses from carriers.
The group recently completed additional resources for agencies, such as eSignature Benefits Guides for agency reps and customers, Training & Troubleshooting documents, and an eSignature Workflow template.
Co-Chairs: Joyce Sigler (Jones & Wenner Insurance) and Nick Khamarji, Jr. (New England Insurance)
Click here to access the ACT eSignature web page which lists the agency tools listed above, and much more. Click here to access the ACT 'Carrier eSignature Advocacy' web page.
This work group has traditionally been the technology trend beacon for ACT and the industry, keeping an eye on the key ‘hard trends’, and informing/directing focus areas for other ACT Work Groups and industry associations. Some of the work groups created or directed by SFI include the Customer Experience, Mobile/Mobility, Social Web, Agencies of the Future, Mobile Strategies, Business Intelligence, Carrier Communications, and Mid-Commercial. The SFI Work Group released the first phase of the 2015 Hard Trends Report
, providing a comprehensive update and enhancement of the major 'Hard' trends impacting both the way we do business and the way we serve our customers. The work group then developed the second and final phase of the report which highlights key “Must-Do” action items that ACT and the industry should pursue in response to the challenges and opportunities brought about by the hard trends.
The SFI Work Group directed creation of the Changing Nature of Risk work group, which creates 2-3 page 'Risk Advisories on individual topics. The SFI is now reviewing the Advisories to determine the top areas the industry must address, and then create new 'Must Do' actions around these.
Chair: Rick Morgan (WAHVE and Rick Morgan Consulting).
to review the '2015 SFI Hard Trends Report'.
The objective of this work group is to create a roadmap for independent agents and their carriers to deliver an outstanding customer experience ('CX') at each stage of the customer’s journey – one that stands out from what the competing distribution systems are able to offer. This work group has documented the agent ‘touchpoints’ on which prospects and clients experience across their research, buying, renewal, and advocacy journey. From this, we have determined the critical elements and released the Final Recommendations
on Feb 18, 2015.
The work group is now working on creation of an online CX tool that agencies can use to understand their current CX position, then create a customized recommendations plan that provides step-by-step recommendations with resources, and also monitors their progress. The work group will continue development of this into 2017.
Co-Chairs: Judy DeLaRosa (Chubb Insurance) and Claudia McClain (McClain Insurance Services)
Click here to view the full 'Customer Experience Journey Recommendations' document.
From the SFI work group’s creation of the 2015 Hard Trends Report and the resulting ‘Must Do’ actions, one primary work group recommendation is to create a new ACT Work Group focusing on the changing nature of (insurance) risk. This work group is reviewing the individual topics that will impact risk – 3D Printing, the Sharing Economy, Drones, Telematics, Machine Learning and others – and determining for responses needed by ACT and the industry.
The CNoR work group is now creating ‘Risk Advisories’; short, focused advisories on each topic, defining the trend, importance, implications, economic impacts, recommended actions, and resources for more information. These 'Risk Advisories' are intended to drive strategic discussions among all industry leaders, resulting in accelerated distribution channel movement forward.
The 'Risk Advisories' are located on the 'Changing Nature of Risk' web page, and the group will continue to poulate the web page with new Advisoriesa as they are finalized.
Co-Chairs: Steve Anderson (Anderson Consulting), Jerry Fox (CoreLogic Insurance Solutions), and Rick Morgan (WAHVE)
Click here to watch the Changing Nature of Risk Breakout from the February 2016 ACT Meeting.
This work group has generated excellent tools around security and privacy for agents and brokers. The group investigates emerging security issues and determines what guidance we need to provide our IA distribution. Last year, the work group released our 'Agency Security Issues’ Pocket Guide and supporting Reference Guide to aid agents in setting their security strategy. These guides cover topics such as data encryption, updating security plans, data breach and laws, issues with mobile devices, texting and others.
Throughout 2016, the work group is meeting to determine ongoing areas to provide education and guidance – such as an updated agency security plan, data security courses and checklists, and advocacy using real-world agency data breach stories. Additionally, ACT partnered with the Center for Internet Security, offering free 'Cyber Hygiene' tool kits for agents (now available), and are also working to create a Cyber Small Business Guide (to be available early 2017).
Co-Chairs: Steve Aronson (Aronson Insurance) and George Robertson (Rockingham Insurance)
Click here to view the Agency Security Issues Pocket Guide.
Click here to view the supporting full Summary Reference Guide. Click here to access the ACT/CIS 'Cyber Hygiene' tool kits.
A preliminary discussion between key industry representatives determined that there is an opportunity to re-address rating for Small Commercial Lines. This work group will work to 1) facilitate improvement, consistency and education on existing 'bridging' functionality from management systems to carrier sites and 2) determine direction and advocacy for the desired end-state of consistent Real Time Comparative Rating for Small Commercial Lines. The work group held a kickoff meeting in September 2015, then fielded an industry-wide survey to confirm challenges and further refine its goals.
The group used this survey data to assign projects and deliverables – In August 2016, the work group created a "Carrier Bridging Best Practices" Recommendations document as advocacy to carriers for consistency and agency ease-of-use in Bridging quotes to carriers’ agent portals. The group will also create a focus group to address existing issues with data and download/rating standards.
The group is now working on their next phase of the desired 'end state' for full round-trip real time rating for Small Commercial Lines.
Co-Chairs: Jim Armitage (Arroyo Insurance Services), & Susan LaBarre (Liberty Mutual).
Click here to access the "Carrier Bridging Best Practices" Recommendations document. Click here to view work group most current notes on "action items."
This work group is creating a comprehensive plan for ACT focused on more effective communication methods, website enhancements, and strategies for ACT to employ, taking advantage of available new tools & technologies. ACT seeks to reach and engage a broader audience (the right people within agencies and carriers), increase its educational effectiveness, provide a forum for ongoing discussion of key technology related industry issues and create content that motivates agents and carriers to implement. The work group also has subgroups focusing on the ACT website, brand and communications strategy.
Chair: Peter van Aartrijk
This work group has updated ACT’s agency-carrier technology agreements guide. We have confidentially reviewed a number of national, super-regional and regional carrier agreements with agencies and are in the final phases of generating a ‘recommendations’ document that addresses a number of technology-based areas that have emerged in recent years which current carrier/agency agreements do not contemplate. The work group is comprised of representatives from carriers, vendors, associations and agencies. The final recommendations document was also reviewed by carrier and industry legal representatives to provide full feedback.
A Formal Document, which will be reviewed and refreshed periodically, was released October 27, 2014. A future focus for this group will be to address the use of ‘click-wrap’ agreements on agent portals.
Chair: Jim Armitage (Arroyo Insurance Services)
Click here to view the Carrier-Agency Technology Agreements Recommendations. Click here to access a 2016 whitepaper on "
Privacy & Data Breach Language for Insurance Company Agency Agreements"