Insurance2012

Conference

Insurance How the insurance industry is preparing to face the future Paris, 8-9 March 2012 www.efma.com/insurance Best practices in retail financial services more information on www.efma.com

C

O

N

F

E

R

E

N

C

E

Insurance How the insurance industry is preparing to face the future The global insurance industry is being shaped by social, market, regulatory and technology trends. But how is the industry adapting to the new challenges it faces? Business agility is a vital requirement for insurers that want to evolve quickly in response to new market conditions and needs and to address proactively the changing market dynamics.

This year’s Insurance conference will focus on the following topical aspects: Market changes • Change in demographics and socio-economic patterns. How customer needs and buying behaviour are changing.

• Changes within the industry. There is increasing commoditisation and competition in the market. Insurance companies also face rapid consolidation, convergence and globalisation – and increasing regulatory supervision (such as Solvency II).

• Changes in strategy. The role played, on the one hand, by innovations in distribution and channel integration and, on the other hand, by advances in technology.

Different channels • Car insurance. This is a very mature and competitive market. What are the latest innovations?

What is the future of the PAYD system and the black box? Can aggregators be ignored?

• Direct insurance. The market share of direct insurance varies considerably between countries. However, insurance companies are still launching new initiatives in response to customer needs and expectations. But there is a big change: many insurers with a fully direct company are now starting to develop synergies with their tied agents.

• Agents. The network of tied or self-employed agents is facing new threats: not only from the increasing use of the Internet and smartphones, but also from banks, direct insurers and non-financial channels (such as retailers and car dealers). Will there still be agents in 2020? n

Study presentation Results from the following reports will be presented: “The 2012 World Insurance Report” an Efma - Capgemini report “The Future of Agents” an Efma - Roland Berger Strategy Consultants report

www.efma.com/insurance

Thursday 8 March 2012 Morning

Study presentation Luuk Van Deel Managing Consultant Center of Excellence Life & Pension Capgemini The Netherlands Assess your agility in policy administration and underwriting: lessons from “The 2012 World Insurance Report” - Benchmark your insurance business agility against the industry for policy administration/underwriting - Modernize legacy policy administration to maximize your operational efficiency and reduce total cost of ownership - Improving product innovations and time to market with policy administration

Rui Gonçalves Director Marketing Department Fidelidade Mundial Portugal

Cristiano Borean Head of Products and Services Genertel Italy

Mike Rogers Group Chief Executive LV= United Kingdom

Ole Hermansen Head of Investigation Gjensidige Forsikring Norway

A customer-centric view - Creating an accurate and unique view of the customer profile - Structuring and updating the customer datamart - Segmentation strategy: purpose and methodology - Managing customer KPIs: e.g. churn, customer value - Predicting customer behaviour

Genertel quality driver: insurance innovation through technology - A new programme to attract and retain good customers - Product strategy, benefits and value proposition - Pay how-you-drive mechanism - The results

Winning the hearts of insurance customers - General insurance: context within LVFS (Liverpool Victoria Friendly Society) - Differentiators: . Multi-channel distribution strategy . Pricing and risk selection . Claims management - People and culture - LV= the best loved insurer

Improve your fraud fighting without affecting customer satisfaction - Brief introduction to the framework of Norwegian fraud fighting - Faster claims processes challenge current fraud detection - Early experiences from analysis-based fraud detection and new fraud fighting methods

www.efma.com/insurance

Thursday 8 March 2012 Afternoon

Philippe Neyt Chief Commercial Officer Corona Direct Belgium

Felix Tenniglo Managing Director InShared The Netherlands

Car insurance by the mile, based on a “white” box - A daring adventure for a direct insurer in a hostile broker-dominated market - Target customers - The result: best decision ever made by Corona direct in terms of profitability, customer acquisition, customer loyalty and claims frequency

InShared: a new business model for insurance - Consumer behaviour and focus - 100 % Internet based - Low-cost organisation leads to high customer satisfaction

Crispin Moger

Solving the problem of getting young drivers on the road and keeping them safe - The challenge: getting young drivers mobile - Managing the risk for the insurer - Supporting new drivers - Introducing technology - The economics and affordability

Martin Coriat

How to demolish certain preconceived ideas about comparators?

The viewpoint of a European operator - Insurance comparators: what are the real opportunities for insurers?

- Do comparators really satisfy a consumer need?

- How to reconcile the interests of insurers and consumer expectations?

Nicolas Tyrel de Poix

White label distribution, a win-win partnership - Presentation of various partnership models as an alternative to traditional distribution channels - A tool for partners in order to retain and monetize their customers and prospects - Where can your customers buy their insurance? And why not from you?

- What are the consequences of distributing non-core business products?

Managing Director Young Marmalade United Kingdom

Directeur Général LeLynx.fr - Part of confused.com Admiral Group France

Directeur des Partenariats Metlife France

Friday 9 March 2012 Morning

Study presentation Christophe Angoulvant Corporate Vice-President Senior Partner Financial Services Roland Berger Strategy Consultants France “The Future of Agents” - How to differentiate themselves from banks and direct insurers?

- Which products for which customers?

- How to leverage the Internet for acquisition and retention?

François Nédey Directeur Commercial Agents Généraux Unité Distribution Allianz France

Juan Cañellas Deputy General Manager & CSO/MO ING Nationale-Nederlanden Spain

Geneviève Roudier Directeur Partenariats et Services de Réparation Groupama France

Jean-Jacques Branche Directeur IFA Services Clientèle Privée HSBC Assurances France

See See Ooi Vice-President Head of Alternative Distribution Generali Asia Hong Kong

How to develop synergies between direct distribution and a network of tied agents: the example of eAllianz Auto - How to reconcile direct sales, an economical formula, a distribution network and profitability?

- A multi-distribution solution at the heart of Allianz France’s strategy - The first lessons

The “Naranjo” project -a different bancassurance model: the ING Spain way - Background overview of ING Direct and ING Insurance in Spain - The project rationale : goals for the bank and the company - Owning and optimizing the customer experience - Recruitment, training, supervision and compensation of the agents/advisors involved - Processes and governance - Key success factors - Results for the bank and the company - Lessons learnt

Groupama’s Auto Nuevo offering: an insurer that deals in cars!

- Helping clients and prospects find a new or second-hand car at a specially negotiated price - A customized offer according to the client’s needs and budget

Web TV: an innovative service as a means of differentiation - Web TV as the cornerstone of the communication strategy - A flexible tool for value added services - Web TV as a “business enabler”

The architecture of Mallasurance - Distribution networks, and its alternatives - Mallassurance experience in Asia - Theory vs practice - What works and what doesn’t?

- Where does Mallassurance take us?

Friday 9 March 2012 Afternoon

Eliisa Anttila Director, Communications Fennia Mutual Insurance Finland

Pascale Leclercq Directrice Planification Stratégique &

Social media, communication, interactive dialogue or marketing?

- Case: Fennia Youth Insurance Magis - www.facebook.com/fenniamagis - Social media affect the way in which insurance organizations and workers communicate, collaborative relationship with the outside world - “Social business” touch-points in an organization - customer service, sales and R&D. Have barriers already been broken down?

MM@cademie or how to combine the future and insurance at MMA? - The objective of MM@cadémie: exploring the future and testing new ideas - How this “laboratory” works: combining the virtual and volunteering

Mithra Sarrafi Responsable Projets Senior et Secrétaire Générale de MM@cadémie MMA France

Johan Eriksson PR & Social Media Manager Trygg-Hansa Part of RSA Group Sweden

Social media: how to use it in the insurance industry - Why should an insurance company use social media?

- Customer service 2.0, marketing, recruitment and employer branding - What does success look like?

- Does it have to cost a fortune?

www.efma.com/insurance

S

C

H

E

D

U

L

E

Friday 9 March 2012

Thursday 8 March 2012

8:15

Welcome coffee & registration

8:00

Welcome coffee

9:00

Study Presentation The 2012 World Insurance Report

8:30

Study Presentation The Future of Agents

9:30

Rui Gonçalves Fidelidade Mundial

9:00

François Nédey Allianz

10:00

Cristiano Borean Genertel

9:30

10:30

Panel session

10:00

Panel session

10:55

Break

10:30

Break

11:25

Mike Rogers LV=

11:00

Geneviève Roudier Groupama

11:55

Ole Hermansen Gjensidige Forsikring

11:30

12:25

Panel session

12:00

See See Ooi Generali Asia

12:45

Lunch

12:30

Panel session

14:15

Philippe Neyt Corona Direct

13:00

Lunch

14:45

Felix Tenniglo InShared

14:30

Eliisa Anttila Fennia Mutual Insurance

15:15

Crispin Moger Young Marmalade

15:00

Pascale Leclercq & Mithra Sarrafi MMA

15:45

Panel session

15:30

Johan Eriksson Trygg-Hansa

16:10

Break

16:00

Panel session

16:40

Martin Coriat LeLynx.fr

16:30

Refreshments

17:10

Nicolas Tyrel de Poix Metlife

17:00

End of conference

17:40

Panel session

18:00

End of day one

Juan Cañellas ING Nationale-Nederlanden

Jean-Jacques Branche HSBC Assurances

www.efma.com/insurance

Registration form

Insurance Paris, 8-9 March 2012 A T T EN D EE’ S I N F O R M A T I O N Mrs. o Ms o Mr. o First name . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VAT ID number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..................................................................................................

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Assistant’s information (or person in charge of the registration) Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PR ACT I C A L I N F OR MA T I O N Dates The conference will begin with a welcome coffee on Thursday 8 March 2012 at 8:15 a.m. and will end on Friday 9 March 2012 around 5:00 p.m.

Location Paris Marriott Rive Gauche Hotel & Conference Center 17, Boulevard Saint Jacques - 75014 Paris, France Tel: +33 1 40 78 79 80 - Fax: +33 1 45 88 43 93 www.parismarriottrivegauche.com Social networking Follow us on Twitter @Efma_news LinkedIn You Tube Languages Simultaneous translation in English and French will be provided.

cost of a single room per night will be 202,84 euros, 212,99 euros for a double room, including breakfast and taxes. Once you have registered and received a confirmation from Efma the next day, a link will be provided to enable you to book your accommodation. The hotel guarantees room availability and price before Wednesday 1 February 2012 only. The hotel will automatically bill unoccupied rooms or late cancellations.

Registration The registration fee covers participation in the conference, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome latebookers, but credit card information must be provided.

Accommodation Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally reserved for the nights of 7 and 8 March at the Marriott Rive Gauche Hotel. The

Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received before Thursday 23 February 2011. The full fee will be charged for cancellations made after that date, as well as for delegates who are unable to attend on the day, unless a substitute delegate is designated. Substitutions are accepted at any time.

Payment

Registration fee

o By bank transfer to Efma Sarl bank account IBAN : FR 76 3000 7999 9904 2252 7800 001 BIC : NATXFRPPXXX Natixis, FE3 - Unité 3B / 747 BP 4, F- 75060 Paris Cedex 2.

All registrations are strictly personal.

o By credit card : o MasterCard o Visa o American Express Card n° Expiry date

o 1,600 euros + VAT 19.6% = 1,913.60 euros for representatives of Efma member institutions. o 2,400 euros + VAT 19.6% = 2,870.40 euros for representatives of non-member institutions.

If you are interested but you cannot attend the conference, ask for the event’s summary at marketing@efma.com. o 400 euros (+ VAT 19.6%) = 478.40 euros - Members. o 600 euros (+ VAT 19.6%) = 717.60 euros - Non-members.

Date

Signature

Efma 8, rue Bayen 75017 Paris France Tel : + 33 1 47 42 52 72 Fax : + 33 1 47 42 56 76 www.efma.com APE: 8230Z - VAT ID: FR 38 313 062 788 - Efma sarl company with registered capital of EUR 15,000 - RC Paris 313 062 788 In accordance with Article 27 of the law on the processing of personal data of 6.1.78, the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma’s services. You may access this information and request that it be rectified if necessary.