PROTECTIVE INSURANCE
DIGITAL REPORT 2020
Embracing the Art of the Possible IN ASSOCIATION WITH
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NOVEMBER 2020
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Embracing the Art of the Possible www.pro t e c t i ve i nsura n ce. com
PROTECTIVE INSURANCE
Jeremy Johnson, CEO, describes the company’s tech transformation, customerfocused service and why problem-solving is at the heart of its business
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t its most fundamental level, insurance is an industry predicated on risk management, customer service and trust. Few
companies understand the interconnection of these principles better than Protective Insurance, 04
and even fewer have an equivalent level of the experience, engagement and commitment necessary to transcend these precepts and deliver superior results. Founded in 1930 and headquartered in Carmel, Indiana, USA, the company is a transport insurance specialist for trucking fleets of all sizes, licensed in all 50 states, the District of Columbia, Puerto Rico and all Canadian provinces. With a long-standing heritage, a portfolio of diverse products, services and solutions, it has been and continues to be a strong partner for an equally essential industry, particularly in the midst of the COVID-19 pandemic. Jeremy Johnson, CEO, joined Protective Insurance in May 2019 following several years in executive positions at some of the world’s most
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www.pro t e c t i ve i nsura n ce. com
PROTECTIVE INSURANCE
“ There’s just so much data that, with the right attitude, you can really envisage a different approach, one that can really make the roads safer” — Jeremy Johnson, CEO, Protective Insurance
prestigious insurance organizations. “Because it’s a smaller company (Protective has approximately 500 employees), it’s a much more intimate environment and it feels like one person can really make a difference,” Johnson explains. “It’s a pretty
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revered brand and, because of our client-centric, relationship-oriented approach, Protective Insurance is very well respected both by our distribution partners and by our customers, trucking fleets.” Despite starting with the company only last year, Johnson says that his first exposure to truck insurance actually occurred earlier in his career. Recognizing that it was an intricate, data-rich opportunity, he gained a particular fascination with the sector which continues to this day. “There’s just so much data that, with the right attitude, you can really envisage a different approach, one that can really make the roads safer. We’ve got NOVEMBER 2020
Protective Insurance CLICK TO WATCH
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3:33
07 a lot more work to do in order to seize
meant a new, tech-driven transfor-
that massive data opportunity, but we
mation of Protective Insurance was
have a great foundation, momentum
necessary as, like many companies
and a vision.
with decades of experience in the
For Johnson, this interest in the
market, the business was rife with
possibilities of data analysis goes
non-integrated legacy systems. “The
back to one of his former bosses, who
linchpins were moving to the cloud
instilled in him a passion for ‘the art of
using Microsoft Azure to build a ‘data
the possible’ – a spirit of inquisitiveness
lake’ and embracing an analytics-first
and innovation that isn’t afraid to chal-
commercial auto underwriting plat-
lenge the status quo or explore new
form built for us by TSIQ. We have a
directions. “Unless you’re prepared
partnership with a company called
to ask really intriguing questions,
Roots Automation, who’ve provided
the data just exists in a vacuum,” he
us with self-learning digital bots, and
states. Facilitating this approach
we have a great partner in Majesco www.pro t e c t i ve i nsura n ce. com
PROTECTIVE INSURANCE
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whose approach to microservices and
However, increased technological
‘plug and play’ style system modules
sophistication is only a component
really align with our technology vision.”
of Protective Insurance’s success-
In addition, Johnson explains that
ful formula. What really sets it apart,
there will be numerous, more mundane
as Johnson intimated, is its cultural
but no less crucial changes happening
emphasis on employee engagement
behind the scenes that will affect the
and building strong customer rela-
company’s ability to scale as well as
tionships. “People genuinely enjoy
ingest, harmonize and analyze data.
working here,” he states. “In fact,
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1930
we recently celebrated one member of staff’s 50th year with us. We are
Year founded
a specialist and know our customers well; we have a shared dedication and
$495m+
excitement about our mission: making roads safer.” The importance of
Total Revenue in US dollars (2019)
this client connection took on even
500
In order to ensure that it was meeting
greater proportions at the start of the COVID-19 lockdown in mid-March. its customers rapidly shifting concerns and priorities, Protective Insurance
Number of employees
reached out to understand how best it could lend assistance. The answer,
E X E C U T I V E P R O FILE :
Jeremy Johnson Title: Chief Executive Officer Industry: Insurance
Company: Protective Insurance
Location: United States
Jeremy has more than 25 years of insurance industry experience and has been the Chief Executive Officer (CEO) of Protective Insurance since May 2019. Prior to Protective, Jeremy served in various executive leadership roles at American International Group, Inc. (AIG) for 17 years. Roles included, President, US Commercial for AIG; and CEO & President of Lexington Insurance Company, AIG’s excess and surplus lines unit. Jeremy is a graduate of the University of Oxford with a Masters of Arts degree in Law. www.pro t e c t i ve i nsura n ce. com
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“ Unless you’re prepared to ask really intriguing questions, the data just exists in a vacuum” — Jeremy Johnson, CEO, Protective Insurance
Johnson claims, was rather ironic. “We asked them, ‘What can we do for you?’, expecting an answer that would revolve around digital technology. However, the overwhelming reply was, ‘We need hand sanitizer’.” Partnering with a local distillery, Protective Insurance was able to purchase and distribute hundreds of gallons of sanitizer with logistical assistance from the American Trucking Association. 11
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PROTECTIVE INSURANCE
Despite this response, the company
you’re actually in that environment,”
was more than adequately prepared to
he explains. “I think there was a lot
meet the technological challenges of
of fear and trepidation as to whether
the pandemic too. Having analyzed the
our employees could effectively man-
pre-lockdown situation and modelled
age our customer relationships, pay
for various operational contingen-
claims, take submissions and commu-
cies, Johnson says that Protective
nicate effectively while working from
Insurance “didn’t miss a beat” through-
home.” Enabled by the company’s
out the transition, even though it
technology team, which provided the
was still undergoing a major tech
bandwidth necessary for sustaining
transformation at the time. “We had
an equivalently high standard of cus-
tested some things and taken some
tomer interaction virtually, Johnson
dry runs, but you never know until
reports that staff were emboldened
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“ Protective Insurance will continue to invest in other tools that can make our employees’ lives more comfortable when working remotely” — Jeremy Johnson, CEO, Protective Insurance
look at the modules that are of most interest to them.” Educating staff is
and empowered to succeed. “I think
an important part of his ‘embracing
we’re going to be in this environ-
the art of the possible’ concept, and,
ment for quite a lot longer. Therefore,
as data analytics continues to play
Protective Insurance will continue to
an important role in insurance’s digital
invest in other tools that can make our
transformation, knowing how to
employees’ lives more comfortable
extract results will be critical. “You
when working remotely.”
build all this infrastructure and you
To further develop this tech familiarity
gain the ability to look at the data, but
among its staff, Protective Insurance
how do you get the right minds to ask
hosted a ‘virtual’ fair on relevant
the right questions?” Johnson asks.
tech-based subjects. Presented
“What are the questions that will allow
to employees by employees, the
us to get a game changing advantage?
company hopes to augment its trans-
I think there’s a colossal amount
formation through learning and
of momentum behind unlocking the
communication to highlight the impor-
value of data.”
tance of change. “Employees can go through the many modules that make up the Technology Transformation Fair and learn, for example, what the cloud or a data lake is, and why and how that matters to us,” Johnson explains. “I’m fully confident that 100% of our employees will take the time to www.pro t e c t i ve i nsura n ce. com
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PROTECTIVE INSURANCE
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“ We couldn’t have got into this position without 500 committed, experienced and able employees” The company’s worth is defined by — Jeremy Johnson, CEO, Protective Insurance
its ability to manage risk, save clients money and make the roads safer; 2021 is a year in which it hopes to fulfil this mission with tech-enhanced vigor and
Achieving this goal is Protective
partners equally committed to sur-
Insurance’s primary aspiration, “We
mounting the challenges of delivering
want to be our customer’s most valued
superior service. “I think we’re going to
transportation insurance provider.”
be valuable to all of our stakeholders;
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not just our customers, but our share-
and engagement with the corporate
holders, employees, reinsurers, vendor
mission: “Our existing customers value
partners and technology partners,
us and many more now want to work
who are all important to us.” Engaging
with us. We couldn’t have got into this
with ‘possibility thinking’ and adopting
position without 500 committed, expe-
an ‘always moving forwards’ mentality
rienced and able employees. I’m super
will maintain Protective Insurance’s
proud of what we’ve achieved.”
competitive edge, which has already seen it triumph over other, less-imaginative companies in the space. Finally, Johnson concludes with a declaration of pride for his employees’ hard work www.pro t e c t i ve i nsura n ce. com
PROTECTIVE INSURANCE 111 CONGRESSIONAL BLVD., SUITE 500 CARMEL, IN 46032 T 1-800-626-8381 www.protectiveinsurance.com
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