Services and the Role of Standards. Steven Coles, Chief General Manager, Information Technology September 2008

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1 SOA The IT Enabler for Financial Services and the Role of Standards Steven Coles, Chief General Manager, Information Technology September 2008

2 Largest single fund Top 8 Reinsurer Largest provider of Assistance Service No.26 worldwide in terms of operating profit 5 th largest 3 rd party Asset Manager 3 rd largest German Bank Largest P/C Insurer worldwid dwide No.6 in Life business worldwide Worldwide leader in Credit Insurance 17 th largest company by turnover

3 Agenda Business drivers for change Market Opportunities for alternative product distribution Information technology as an enabler Challenges for an IT function The role and importance of standards

4 Market Conditions in 2008 Drivers Implications Response Softening gpremium rates Inflation pressure Weak investment markets Increased claim frequency Cost reduction Increase underwriting discipline Profitable growth Incremental Change or Business Transformation? Increased competition Recent Survey asked the following question of 100+ insurance equity analysts : What capital utilisation do you value most? No 1 Operational efficiency improvement : transformation programs Source : Accenture

5 Market Opportunities for Alternative Product Distribution Brokers Financial Institutions Motor Dealers Affinity Partners / Brands / Retailers Workplace Direct Drivers for alternative distribution : - Lower costs -Growth - Target Marketing / segmentation : - Improved loss ratio - Increase retention - Increase cross sell - Tie in distribution partners - Customer focus / Consumerisation - Higher expectations - Increased flexibility Emerging g channels are strategically important but should be careful to manage traditional models

6 Market Opportunities for Alternative Product Distribution Financial Institutions Web Services Integration of Allianz Systems with major Australian Bank - Provided real time Policy Enquiry and Endorsement Capability for Bank Call centre Staff - Integrated Allianz Mainframe policy management system Transactions per day - Successfully exceeded ¼ million transactions since launch

7 Market Opportunities for Alternative Product Distribution Motor Dealers Point of Sale Motor Dealer Distribution in Australia Challenge : - Provide FI dealer representatives with POS solution to sell insurance Solution : -efi - Integrated car, loan & insurance transaction

8 Market Opportunities for Alternative Product Distribution Point of Sale Retailer Distribution of Micro Insurance (Allianz Colombia) Affinity Partners / Brands / Retailers - Supermarket Checkout distribution - Personal Accident Product Offered for small change - 1 million policies sold in less than 6 months - Significant increase in brand awareness through innovation

9 Market Opportunities for Alternative Product Distribution Term Life Direct Distribution in Australia Financial Institutions Direct Challenge : -Offer $1.25M life cover - Over internet - No manual processing - Quote and buy in under 10 minutes Solution : - Allianz Life Direct & Partner - Web Services integration underwriting engine - Leveraged strategic platform - 4 month delivery

10 IT as an enabler for Alternative Product Distribution Brokers Financial Institutions Motor Dealers Affinity Partners / Brands / Retailers Workplace Direct Broker Systems Lending POS Lease Dealer POS / POS Intranet HR Self Service Call Centre - Straight through processing - Single entry at point of sale - Low cost (setup & ongoing) - Opportunity to enable new models Key challenges for IT : - How should we structure our systems to respond to new distribution demand - How should we integrate them with partners

11 IT Challenges for Alternative Product Distribution Insurance System Components Brokers Financial Institutions Motor Dealers Affinity Partners / Brands / Retailers Workplace Broker Systems Lending POS Lease Dealer POS / POS Intranet HR Self Service Channel Specific Model : - High cost (setup and ongoing) - Poor re-use - High complexity - Sustainable model? Integration Framework Integration Framework CRM Quote & Bind Underwriting & Rating Payment Processing Document Generation CRM Quote & Bind Underwriting & Rating Payment Processing Document Generation Po olicy Manageme ent Policy Manageme ent Direct CRM Quote & Bind Call Centre Integration Framework Underwriting & Rating Payment Processing Document Generation Polic cy Managemen nt

12 IT Challenges for Alternative Product Distribution Insurance System Components Brokers Broker Systems Financial Institutions Motor Dealers Affinity Partners / Brands / Retailers Workplace Lending POS Lease Dealer POS / POS Intranet HR Self Service Channel independent Model : - Lower total cost of ownership - Maximise re-use - Lower complexity - Sustainable model Integration Framework CRM Quote & Bind Underwriting & Rating Payment Processing Policy Manageme nt Direct Call Centre Document Generation Channel Configuration

13 IT Challenges for Alternative Product Distribution Insurance System Components Brokers Broker Systems Financial Institutions Lending POS CRM Quote & Bind Motor Dealers Lease Dealer POS Underwriting & Rating Affinity Partners / Brands / Retailers Workplace / POS Intranet HR Self Service Integration Challenge! Integration Framework Payment Processing Policy Manageme nt Direct Call Centre Document Generation Channel Configuration

14 IT Challenges for Alternative Product Distribution SOA Insurance System Components Brokers Broker Systems Exchanges / Hubs Financial Institutions Lending POS Web Services CRM Quote & Bind Motor Dealers Lease Dealer POS Monitoring Messages Underwriting & Rating Pol Affinity Partners / Brands / Retailers Workplace / POS Intranet HR Self Service XML SOAP Transformation Integration Framework Payment Processing icy Manageme nt Direct Call Centre ACORD Error Handling Directories Document Generation Channel Configuration Librariesi Security

15 IT Challenges for Alternative Product Distribution Allianz Integration Layer Security Web Services Insurance System Components Brokers Allianz Systems Broker Systems Transformation Get Quote Financial System to system integration Institutions Access Allianz Lending screens directly POS 2 way data integration minimises rekeying Motor Lease Dealers Dealer POS Managing Bind Policy Enquire Policy CRM Quote & Bind Underwriting & Rating Affinity Partners / Brands / Retailers / POS Intranet Workplace System to web HR services Self Service integration Uses only the originating system seamless use Direct Call Centre Monitoring Administration/ services directory Service Policy Renew Policy Lodge Claim Claim Enquiry Integration Framework Payment Processing Document Generation Policy Manageme nt Error Handling Settlement Channel Configuration Aligned

16 Introduction to ACORD Association for the COoperative Research and Development Not for profit global insurance association Founded in 1970 by independent agents within the United States Funded by carriers, vendors, agents/brokers, associations and others Support the insurance value chain for all lines of business, including: Non Life Life, Annuity and Health Reinsurance and Large Commercial

17 A standard only creates value when Value Created? Gauge of 4ft 8 ½ inches? x Laying the railway tracks? x Building the trains? x Transport along the tracks?

18 Practical Tips for IT Get on the front foot with the business Launch & learn Think big but act small IT Roles & responsibilities Business case (setup & ongoing) Standards d? ACORD Alignment or Compliance? Fit for purpose solutions Don t underestimate complexity Organisational Learning Market experience is limited

19 Your Questions Question & Answer Thank you