Risk Insider: Mark Watson

The Long Disruption

By: | October 23, 2017 • 3 min read
Mark Watson has served as President and CEO of Argo Group since 2000 and has been with the company since 1998, when it was Argonaut Group. He can be reached at [email protected]

Significant volumes of new capital now flow steadily from institutional and individual investors into the insurance industry. Some of this capital backs new entrants as they compete with legacy companies to disrupt the value chain and achieve greater returns than they might get elsewhere. Who will win?

When investors move their capital into insurance, the returns they expect are not high, just higher than the market average. Since investment returns have stayed near rock bottom for years, particularly in fixed income markets, any investment with expected returns of more than four or five percent looks good to the investors who supply the capital to new entrants.

This influx of funding with lower return hurdles has been disruptive in places and the disruption is irreversible, but change is nothing new to the insurance industry. Our industry has been rumbling for two decades. I first noticed individual investors in capital markets outside our industry moving into insurance back in the mid-nineties. Flush with cash and ambition, these entrepreneurs engineered a class of investments we now call catastrophe bonds. The capital flow into our industry has increased every year since. Twenty years later, it accounts for a significant amount of the industry’s catastrophic capacity.

Aggregate data does not yet beat deep domain expertise

What’s ahead? The steady stream of capital into insurance has produced over-capacity, which has in turn pushed margins down to historic lows as capitalists compete for the right to put their money to work. In some markets, the resulting margin pressures make it all but impossible for legacy businesses to generate a profit.

Will all-digital companies backed by billions of dollars of fresh investor capital shake up our industry even further? I don’t think so.

While they may be well funded, these new entrants are not having an easy time going it on their own, for three reasons. First, insurance is tough to underwrite without deep domain expertise. The aggregate data that disruptors in other industries tap into is not openly available in most corners of insurance, where much of the most prized data is proprietary.

The steady stream of capital into insurance has produced over-capacity, which has in turn pushed margins down to historic lows as capitalists compete for the right to put their money to work.

Even with artificial intelligence promising quantum leaps in risk modeling, the knowledge of what to look for and base decisions on resides within the corners of the industry where the true risk experts are. Second, the cost of acquiring customers directly can be in the hundreds of million of dollars. And third, ours is a fiercely regulated industry with mandatory requirements varying wildly from jurisdiction to jurisdiction. The only way a new entrant backed by even limitless capital could navigate that environment would be to partner with a company that knows the ropes.

The future belongs to the customer

Where is the greatest opportunity to be found during this shift? I believe judicious use of technology combined with existing insurance expertise is the path to continued growth. That means the future belongs to neither the legacy companies nor the start-ups with their fresh capital alone.

It belongs to partnerships between these two groups, marrying deep and broad insurance knowledge with digital expertise to bring capital closer to the risk, reduce the complexity of offerings, and deliver greater value to customers. As ever, the successful players will be those that meet customers’ needs best.

More from Risk & Insurance

More from Risk & Insurance

2017 Teddy Awards

The Era of Engagement

The very best workers’ compensation programs are the ones where workers aren’t just the subject of the program, they’re a part of it.
By: | November 1, 2017 • 5 min read

Employee engagement, employee advocacy, employee participation — these are common threads running through the programs we honor this year in the 2017 Theodore Roosevelt Workers’ Compensation and Disability Management Awards, sponsored by PMA Companies.

A panel of judges — including workers’ comp executives who actively engage their own employees — selected this year’s winners on the basis of performance, sustainability, innovation and teamwork. The winners hail from different industries and regions, but all make people part of the solution to unique challenges.

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Valley Health System is all-too keenly aware of the risk of violence in health care settings, running the gamut from disruptive patients to grieving, overwrought family members to mentally unstable active shooters.

Valley Health employs a proactive and comprehensive plan to respond to violent scenarios, involving its Code Atlas Team — 50 members of the clinical staff and security departments who undergo specialized training. Valley Health drills regularly, including intense annual active shooter drills that involve participation from local law enforcement.

The drills are unnerving for many, but the program is making a difference — the health system cut its workplace violence injuries in half in the course of just one year.

“We’re looking at patient safety and employee safety like never before,” said Barbara Schultz, director of employee health and wellness.

At Rochester Regional Health’s five hospitals and six long-term care facilities, a key loss driver was slips and falls. The system’s mandatory safety shoe program saw only moderate take-up, but the reason wasn’t clear.

Rather than force managers to write up non-compliant employees, senior manager of workers’ compensation and employee safety Monica Manske got proactive, using a survey as well as one-on-one communication to suss out the obstacles. After making changes based on the feedback, shoe compliance shot up from 35 percent to 85 percent, contributing to a 42 percent reduction in lost-time claims and a 46 percent reduction in injuries.

For the shoe program, as well as every RRH safety initiative, Manske’s team takes the same approach: engaging employees to teach and encourage safe behaviors rather than punishing them for lapses.

For some of this year’s Teddy winners, success was born of the company’s willingness to make dramatic program changes.

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Delta Air Lines made two ambitious program changes since 2013. First it adopted an employee advocacy model for its disability and leave of absence programs. After tasting success, the company transitioned all lines including workers’ compensation to an integrated absence management program bundled under a single TPA.

While skeptics assume “employee advocacy” means more claims and higher costs, Delta answers with a reality that’s quite the opposite. A year after the transition, Delta reduced open claims from 3,479 to 1,367, with its total incurred amount decreased by $50.1 million — head and shoulders above its projected goals.

For the Massachusetts Port Authority, change meant ending the era of having a self-administered program and partnering with a TPA. It also meant switching from a guaranteed cost program to a self-insured program for a significant segment of its workforce.

Massport’s results make a great argument for embracing change: The organization saved $21 million over the past six years. Freeing up resources allowed Massport to increase focus on safety as well as medical management and chopped its medical costs per claim in half — even while allowing employees to choose their own health care providers.

Risk & Insurance® congratulates the 2017 Teddy Award winners and holds them in high esteem for their tireless commitment to a safe workforce that’s fully engaged in its own care. &

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More coverage of the 2017 Teddy Award Winners and Honorable Mentions:

Advocacy Takes Off: At Delta Air Lines, putting employees first is the right thing to do, for employees and employer alike.

 

Proactive Approach to Employee SafetyThe Valley Health System shifted its philosophy on workers’ compensation, putting employee and patient safety at the forefront.

 

Getting It Right: Better coordination of workers’ compensation risk management spelled success for the Massachusetts Port Authority.

 

Carrots: Not SticksAt Rochester Regional Health, the workers’ comp and safety team champion employee engagement and positive reinforcement.

 

Fit for Duty: Recognizing parallels between athletes and public safety officials, the city of Denver made tailored fitness training part of its safety plan.

 

Triage, Transparency and TeamworkWhen the City of Surprise, Ariz. got proactive about reining in its claims, it also took steps to get employees engaged in making things better for everyone.

A Lesson in Leadership: Shared responsibility, data analysis and a commitment to employees are the hallmarks of Benco Dental’s workers’ comp program.

 

Michelle Kerr is associate editor of Risk & Insurance. She can be reached at [email protected]