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ACCA Strategic Professional · Strategic Business Leader · Cloud, mobile and smart technology

Danvers Insurance gives its claims assessors a mobile app to photograph damage and submit claims on site. Management reports faster settlement but finds that assessors sometimes use public Wi-Fi at cafés to upload files. Which risk response is most appropriate?

The best response is to mitigate the risk with encrypted connections such as a VPN, mobile device management and staff training. This keeps the speed benefits of mobile claims while reducing the chance that customer data is intercepted on public Wi-Fi, which banning, accepting or waivers would not achieve.

  1. ABan mobile devices and return to paper-based claims
  2. BAccept the risk because settlement speed is the key objective
  3. CTransfer the risk by asking customers to sign a waiver
  4. DMitigate it by requiring encrypted connections such as a VPN, mobile device management and staff trainingCorrect

Explanation

The benefit of mobile working is retained while the interception risk is reduced through encryption, device management and awareness training. Banning devices is excessive and loses the benefits. Accepting or waiving ignores the insurer's own responsibility for customer data.

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