Efma Retail insurance distribution conference

www.efma.com/insurance

conference

RETAIL INSURANCE DISTRIBUTION Serving customers more effectively through both new and old channels 29­–30 May 2013 Brussels, Radisson Blu Royal hotel Best practices in retail financial services, more information on www.efma.com

CONFERENCE

RETAIL INSURANCE DISTRIBUTION

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Serving customers more effectively through both new and old channels This year sees the introduction of the new Efma ‘Distribution Week’, which will explore how distribution channels are the key to excellence in customer service, marketing and product sales. The week features three main concurrent streams, from which delegates can choose the topics of most interest to them. One of these streams will focus on retail insurance distribution.

The insurance industry is facing difficult times owing to the continuing economic uncertainty in Europe and beyond.

It needs to be revitalised, with a focus on developing innovative propositions and regaining customer trust.

In the area of distribution there are both challenges and opportunities. A key transformational factor is likely to be the new digital channels that are emerging. The retail insurance conference stream will focus on some of the key issues arising from a changing world.

Key questions hat will be the impact of new digital channels?

W How will they affect distribution quality and customer loyalty? How can insurers help customers migrate to (and use) the right channels? How will digital technologies affect insurance models and strategies?

ow can insurers reconcile traditional and H alternative methods of distribution? What is the role of the agent-based model? What do alternative approaches such as mallassurance and friendsurance have to offer? hat is the future for bancassurance?

W What new developments are occurring in this area?

How can integrated distribution be made more effective?

Hot topics Some other key topics that will be discussed include: reating a multichannel strategy C What is the future for traditional distribution: tied agents, brokers, etc.?

Generating profitable growth in a competitive environment

new era for the bancassurance model A Mobile insurance: what works best?

Insurance and social media Growing in a shrinking market

STUDY PRESENTATIONS – World Insurance Report 2013

by Capgemini Financial Services and Efma Hear new research findings backed up by real case studies on how to implement critical change and innovation in your own organisation

– Digitisation of intermediated insurance distribution

by Roland Berger and Efma – Insurance in Central Europe: the channel efficiency potential

by Roland Berger and Efma

29–30 May 2013 Brussels

WEDNESDAY 29 MAY 2013 MORNING

STUDY PRESENTATION

Jan Verlinden Principal Consultant, Insurance Leader Belgium Capgemini Financial Services

The ultimate customer experience: what does it take for your digital distribution strategy to impact customer loyalty?

Reinhardt Schink Head of Market Analysis and Strategy Allianz Deutschland Germany

Managing distribution quality in saturated insurance markets – Trends that challenge (traditional) distribution models – Old myths around distribution that disguise existing opportunities – Market-tailored solutions instead of over-regulation – Allianz‘s approach to increasing sales productivity even in a context of saturated markets

Manuel Leiria Marketing Director Açoreana-Seguros Portugal

Adapting a multichannel insurance company to a multichannel customer – Establishing value propositions for each distribution channel – Adapting experiences to individual channel preferences – Increasing the value of customers via migration between channels

Antti Huhtala Marketing Director OP-Pohjola Group Finland

Double-digit profitable growth in highly competitive markets – OP-Pohjola Group and Finnish insurance markets – Pohjola insurance’s multichannel distribution strategy – Case study: 2013, double-digit profitable growth – Lock-in strategy based on digital services

STUDY PRESENTATION

Christophe Angoulvant Senior Partner Roland Berger Strategy Consultants

Leveraging digital technologies in intermediated insurance distribution – Drivers and expected benefits of digitisation – New intermediated channel models – Winning implementation strategies

Ian Hood Global eBusiness Director RSA Insurance Group United Kingdom

Creating a multichannel strategy – The importance of being where your customers are – Increasing self-service options online: allowing for improved customisation – Making mobile work: designing specialised apps for different services – Taking a social approach: creating an informal environment to engage with customers

Andrea Pezzi General Manager Linear Assicurazioni & Unisalute Italy

‘La Tribu’ Linear: being social, being different – Is it worth being social?

– Is it still possible to be different as a direct motor insurer?

– Is it possible to maintain ‘differences’ when products and services are ‘published’ on the web?

– Is it valuable for customers?

– Linear perspective and a ‘way of living’ in the direct market

29–30 May 2013 Brussels

www.efma.com/insurance AFTERNOON

Torsten Butz Innovations Manager Swiss Mobiliar Switzerland

The agent-based distribution model – The origins, history and current situation of Swiss Mobiliar – The mechanics and success of its agent-based distribution model – The critical success factors underlying the success of this model – The future challenges for this distribution model in order to remain competitive

Christine Theodorovics Head of Business Development Zurich Insurance Group Switzerland

Global distribution strategies in life insurance – How to align different distribution channels – How to share best practices – How to leverage a global presence in local markets

See See Ooi Head of Distribution, Regional Office Generali Asia Hong-Kong

The architecture of Mallassurance – Mallculture in Asia – Mallassurance experience in Asia • Theory vs. practice • What works and what doesn’t – Where does Mallassurance take us?

Raymond van Es Senior VP Strategy and Innovation Aegon Netherlands

Innovative technologies create possibilities – Aegon’s innovation strategy

Sebastian Herfurth Managing Director and Co-Founder Friendsurance Germany

Friendsurance as a tool for the insurance sector – How does Friendsurance work?

– How can insurance companies use Friendsurance?

– How can intermediaries use Friendsurance?

Eveline van Baar-Verwijmeren Senior Sales Manager Division International Achmea Netherlands

From traditional distribution model to direct sales strategy – Evolving business lines – Case study: success stories in Slovenia and Greece

THURSDAY 30 MAY 2013 MORNING

Olivier Sperat-Czar COO Crédit Agricole Assurances France

A new era for the bancassurance model – Key challenges for the integrated bancassurance model – How markets disruptions have created new opportunities for insurance development – Focusing on long-term care as a key growth driver

Alexander Dechent Corporate Development R+V Versicherung Germany

Integrated bank: insurance distribution in the age of digitisation – R +V and the Cooperative Banking Group Volksbanken Raiffeisenbanken – A highly integrated distribution model as a major success factor – Opportunities and challenges in a digital world – Taking integrated distribution to a new level

Tom De Witte Commercial Manager KBC Belgium

Differentiation through smart choice integration – What are the building blocks of KBC’s bancassurance business model?

– What are the challenges bancassurance will face in the near future?

– How does KBC’s agent network need to adapt in order to become even more profitable and expand its market share?

– Does innovation play an important role in bancassurance distribution and how is innovation integrated into the model?

Francesco Pagliano Head of P&C and Protection BNL Gruppo BNP Paribas Italy

Distribution model and product offer: key pillars of success – Main challenges in selling insurance at banks – Changing distribution models – How to differentiate products in different channels to be successful

Pedro Miguel Matos Esperto Marketing Director Millenniumbcp Ageas Portugal

Distribution through partnerships – Rationale of using a partnership model – Launching and managing partnerships – Future perspectives

Caspar van Haaften Bancassurance and Partnerships Director Aviva France

Bancassurance strategies in different markets – Aviva’s single bancassurance operating model – UK case study – French case study – Asian case study

www.efma.com/insurance AFTERNOON

STUDY PRESENTATION

Frigyes Schannen Principal Roland Berger Strategy Consultants

Channel-efficiency potential in the Central European insurance sector – What are the channel characteristics of the different CE insurance markets?

– What kinds of channel strategies are successful in years of crisis?

– Which channel strategies are seen as having the most potential in the coming years?

– What will be the real role of online solutions in our region?

– How will the importance of tied agent networks change?

Virgil Soncutean Chief Sales Officer Allianz Tiriac Romania

Growing in a shrinking market – Where to grow?

– The science and the art of finding profitable growth pockets in a volatile market environment – Which are the right sales channels? Calibrating the multichannel distribution approach to gain a competitive edge – How much is distribution needed?

– Productivity management vs. capacity management

Yann Ménétrier CEO Groupama Garancia Biztosító Hungary

Multichannel distribution, an advantage in shrinking markets – Why multichannel distribution can offer a competitive edge – The place of proprietary networks within a multichannel distribution system – How to ensure multichannel cost-effectiveness over the medium term

Download the Efma Events App Plan your visit before, during and after the conference Manage your schedule: insurance sessions one click away Access regular programme updates and alerts React in real-time with speakers and delegates during the event and take part in little polls DW App available www.efma.com/app

29–30 May 2013 Brussels

SCHEDULE

WEDNESDAY 29 MAY 2013

8:15

Welcome coffee and registration

8:30

Study presentation

8:55

Capgemini Financial Services Reinhardt Schink Allianz Deutschland

9:20

Manuel Leiria Açoreana-Seguros

9:45

Antti Huhtala OP-Pohjola Group

THURSDAY 30 MAY 2013

8:15

Welcome coffee

8:45

Olivier Sperat-Czar Crédit Agricole Assurances

9:15

Alexander Dechent R+V Versicherung

9:45

Tom De Witte KBC

10:10

Questions & answers

10:15

Questions & answers

10:30

Break

10:30

Break

11:00

Study presentation Roland Berger

11:00

Francesco Pagliano BNL Gruppo BNP Paribas

11:30

Ian Hood RSA Insurance Group

11:30

Pedro Miguel Matos Esperto Millenniumbcp Ageas

12:00

Andrea Pezzi Linear Assicurazioni & Unisalute

12:00

Caspar van Haaften Aviva

12:30

Questions & answers

12:30

Questions & answers

12:45

Lunch

12:45

Lunch

14:00

Torsten Butz Swiss Mobiliar

14:00

Study presentation Roland Berger

14:30

Christine Theodorovics Zurich Insurance Group

14:30

Virgil Soncutean Allianz Tiriac

15:00

See See Ooi Generali Asia

15:00

Yann Ménétrier Groupama Garancia Biztosító Questions & answers

15:30

Questions & answers

15:30

15:45

Break

15:45

Refreshments

16:15

End of the Insurance conference

16:15

Raymond van Es Aegon

16:45

Sebastian Herfurth Friendsurance

17:15

Eveline van Baar-Verwijmeren Achmea

17:45

Questions & answers

18:00

End of day one

Networking & cocktails

Wednesday 29 May and Thursday 30 May at the end of each conference day

29–30 May 2013 Brussels

REGISTRATIon foRM

Scan me and register online now

INSURANCE 29–30 May 2013 Brussels ATTENDEE’S INFORMATION Mrs.

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

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

VAT ID number (if applicable) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

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

PRACTICAL INFORMATION DATES The Insurance conference is part of the Distribution week (28 - 30 May 2013).

The conference will begin with a welcome coffee on Wednesday 29 May 2013 at 8:00 a.m. and will end on Thursday 30 May 2013 at 4:15 p.m.

LOCATION Radisson Blu Royal Hotel, Brussels Rue du Fossé-aux-Loups 47 1000 Brussels, Belgium Tel: +32 2 219 28 28 Fax: +32 2 219 62 62 www.radissonblu.com/royalhotel-brussels LANGUAGE All sessions will be held in English.

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 Monday 27, Tuesday 28 and Wednesday 29 May at the hotel Radisson Blu Royal. The cost of a single room per night is 189 euros, 209 euros for a double room (including breakfast and taxes). An automatic confirmation will be sent by email within 24 hours after your registration. In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until Saturday 27 April 2013 only. The hotel will automatically bill unoccupied rooms or late cancellations. Other 2 and 3 stars hotels are listed online (on practical information page).

PAYMENT

1,600 euros (VAT excluded) for Efma Members.

2,400 euros (VAT excluded) for non-members.

All registrations are strictly individual.

If you are interested but you cannot attend the conference, ask for the event’s summary at marketing@efma.com 400€ (+ VAT 19.6%) = 478.40€ for Efma Members 600€ (+ VAT 19.6%) = 717.60€ for non members SOCIAL NETWORKING

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CANCELLATION All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Tuesday 14 May 2013. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided. Substitutions are accepted at any time.

Efma Channel

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.

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

SIGNATURE

Efma App

Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: + 33 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l 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.

Illustrations: Bruno David

REGISTRATION FEE

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 late-bookers, but credit card information must be provided.