INSURANCE AUSTRALIA GROUP LIMITED ( IAG ) INVESTOR PRESENTATIONS BY IAG EXECUTIVES

Transcription

1 23 June 2010 Manager, Company Announcements Office ASX Limited Level 4, Exchange Centre 20 Bridge Street SYDNEY NSW 2000 Dear Sir/Madam INSURANCE AUSTRALIA GROUP LIMITED ( IAG ) INVESTOR PRESENTATIONS BY IAG EXECUTIVES Attached are copies of the following investor presentations to be presented today: 1. Institutional investors in Tokyo, Japan - presented by Mr Mike Wilkins, Managing Director & Chief Executive Officer and Mr Simon Phibbs, Senior Manager Investor Relations; and 2. The customer-created brand presented by Ms Jacki Johnson, CEO of The Buzz to the UBS Ninth Annual Australian Financial Services Conference. Yours sincerely Glenn Revell Company Secretary Insurance Australia Group Limited ABN George Street Sydney NSW 2000 Australia T +61 (0)

2 Investor Roadshow Japan June 2010 Mike Wilkins, Managing Director & Chief Executive Officer Simon Phibbs, Investor Relations ABN

3 IMPORTANT INFORMATION The information in this presentation is an overview and does not contain all information necessary to an investment decision. It should be read in conjunction with IAG s other periodic and continuous disclosure announcements lodged with the Australian Securities Exchange which are available at No representation or warranty, express or implied, is made as to the accuracy, adequacy or reliability of any statements, estimates or opinions or other information contained in this presentation. To the maximum extent permitted by law, IAG, its subsidiaries and their respective directors, officers, employees and agents disclaim all liability and responsibility (including without limitation any liability arising from fault or negligence on the part of IAG, its directors, officers, employees and agents) for any direct or indirect loss or damage which may be suffered by any recipient through use of or reliance on anything contained in or omitted from this presentation. No recommendation is made as to how investors should make an investment decision. Investors must rely on their own examination of IAG, including the merits and risks involved. Investors should consult with their own legal, tax, business and/or financial advisors in connection with any acquisition of securities. Certain statements contained in this presentation may constitute forward-looking statements or statements about future matters for the purposes of the Corporations Act 2001 (Cth) and/or forward-looking statements within the meaning of the U.S. Private Securities Litigation Reform Act of IAG gives no undertaking to update this information over time. The forward-looking statements involve known and unknown risks, uncertainties and other factors that may cause IAG s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forwardlooking statements. Any forward-looking statements, opinions and estimates in this presentation are based on assumptions and contingencies which are subject to change without notice, as are statements about market and industry trends, which are based on interpretations of current market conditions. Forward-looking statements, including projections, guidance on future revenues, earnings and estimates, are provided as a general guide only and should not be relied upon as an indication or guarantee of future performance. Neither IAG, nor any other person, gives any representation, ti assurance or guarantee that t the occurrence of the events expressed or implied in any forward-looking statements in this presentation will actually occur. In addition, please note that past performance is no guarantee or indication of future performance. This presentation is for information purposes only and is not a prospectus nor an offer to issue or sell securities or other financial products in any jurisdiction. The distribution of this presentation outside Australia may be restricted by law. Any recipient of this document outside Australia must seek advice on and observe any such restrictions. This presentation may not be reproduced or published, in whole or in part, for any purpose without the prior written permission of IAG. All amounts are presented in Australian dollars unless otherwise stated. 1H09 refers to the six months ended 31 December 2008, 1H10 refers to the six months ended 31 December 2009 and 1H11 refers to the six months ended 31 December FY09 refers to the year ended 30 June 2009, FY10 refers to the year ended 30 June 2010 and FY11 refers to the year ended 30 June PAGE 2 Investor Roadshow - Japan

4 1 Strategy

5 REFINED CORPORATE STRATEGY JULY 2008 OUR STRATEGY Deliver superior performance by actively managing our portfolio and driving operational performance and execution OUR PRIORITIES Continue to improve Australian and New Zealand business performance Pursue selective general insurance growth opportunities Drive operational performance and accountability OUR TARGETS Over the cycle: Top quartile TSR ROE > 1.5x WACC PAGE 4 Investor Roadshow - Japan

6 IMPROVED UNDERLYING PERFORMANCE Realising benefits of refined strategy Improvement in reported insurance margin 1H10 insurance margin of 13.4% (1H09: 6.2%) Insurance Profit & Margin Over half of margin expansion from operational improvements 500 Increased premium rates 400 Improved underwriting and claims 81% 8.1% 300 management disciplines 6.2% Cost saving initiatives 200 Divestment of the underperforming UK mass market operations in 2H H10 result buoyed by favourable operating conditions Natural peril claim costs $45m below allowances Credit spread movements - $28m gain, vs. $86m loss in 1H % 488 1H09 2H09 1H10 Insurance Profit (A$m) 16% 14% 12% 10% 8% 6% 4% 2% - PAGE 5 Investor Roadshow - Japan

7 2 FY10 Guidance

8 FY10 INSURANCE MARGIN GUIDANCE Revised to 6 7% 14.0% FY10 Insurance Margin Guidance 12.0% 10.0% % % % % 8.0% 6.0% % 4.0% 20% 2.0% 0.0% 21 Aug 09 3 Feb Mar Mar 10 2 Jun 10 Guidance range Melbourne storm Perth storm UK reserving Strong underlying improvement evident across Australasian business (over 85% of GWP) Adversely impacted by: Melbourne and Perth natural peril events (March 2010) Strengthening of UK bodily injury reserves (June 2010) PAGE 7 Investor Roadshow - Japan

9 MELBOURNE STORM MARCH 2010 One of the city city ss worst-ever storms Melbourne storm, 6-9 March 2010 Around 41,000 claims $135m claim cost, net of reinsurance A $1bn industry event PAGE 8 Investor Roadshow - Japan

10 FOLLOWED TWO WEEKS LATER BY PERTH Another $1bn industry event Perth storm 22 March 2010 About 28,000 claims $75m claim cost, net of reinsurance PAGE 9 Investor Roadshow - Japan

11 UK BUSINESS REVIEW Deterioration in bodily injury claim experience Deteriorating market conditions Bodily injury issue flagged for past 12 months Claim farming activities Increased recession-induced fraud Industry reports indicate: Bodily injury claim cost inflation of 10%+ Increased frequency estimated at 5-10%* Increased severity on an average claims basis estimated at 5-8%* Further independent actuarial review undertaken Prompted by recent deterioration in IAG s claim payment experience Requirement for significant additional reserving identified * Recipes for future success, EMB, March 2010 PAGE 10 Investor Roadshow - Japan

12 UK BUSINESS REVIEW Remedial actions Detailed remedial programme implemented Further rate increases of 10-20% across all business classes Exiting certain, unprofitable broker relationships Cessation of all external aggregator-sourced business of a non-bike nature Strengthening of underwriting/actuarial resources and claim practices Purchase of new reinsurance cover Covers underwriting years $200m of cover in excess of reserved position PAGE 11 Investor Roadshow - Japan

13 UK BUSINESS REVIEW FY10 financial impact Significantly worse position than 31 December 2009, owing to: Adverse claim payment experience in opening months of calendar 2010 Resultant revision of actuarial assumptions Spread of issue to post-2007 underwriting years Financial impact FY10 One-off charge of approximately $365m in 2H10 (5% FY10 margin impact) Bulk in respect of reserve strengthening $60m net charge for new reinsurance cover $30m LAT fail, as at 30 April 2010 Write-down of UK-related intangibles of $86m PAGE 12 Investor Roadshow - Japan

14 3 Divisional isional Performance

15 DIVISIONAL RESULTS Positive contribution from all divisions in 1H10 INSURANCE PROFIT 1H09 2H09 1H10 A$m A$m A$m Australia Direct Australia Intermediated (7) New Zealand (17) UK Retained Asia 9-2 Corporate & Other Total Retained Discontinued Operations (29) 1 (2) Total Insurance Profit PAGE 14 Investor Roadshow - Japan

16 KEY INSURANCE RATIOS Trending in the right direction Expense ratio Loss ratio 30% 25% 20% 15% 10% 5% 29.9% 3.1% 9.7% 17.1% 29.0% 28.3% 3.8% 3.6% 9.5% 9.4% 15.7% 15.3% 90% 80% 70% 60% 50% 40% 30% 20% 10% 70.6% 83.8% 70.9% 65.0% 64.3% 64.1% 0% 1H09 2H09 1H10 0% 1H09 2H09 1H10 Administration Ratio Commission Ratio Levies Loss Ratio Immunised Loss Ratio 120% 100% 80% 60% 40% 20% 100.5% 113.7% Combined ratio 99.9% 93.3% 93.3% 92.4% 14% 12% 10% 8% 6% 4% 2% Insurance margin (before tax) 13.4% 8.1% 6.2% 0% 1H09 2H09 1H10 0% 1H09 2H09 1H10 Combined Ratio Immunised Combined Ratio PAGE 15 Investor Roadshow - Japan

17 AUSTRALIA DIRECT Continued strong performance GWP (A$m) 1,800 1,750 1,700 1,650 1,600 1,550 GWP & Margin 16.9% 12.6% 11.4% 1,779 1,729 1,650 1H09 2H09 1H10 1H10 results 18% 16% GWP growth of 7.8% 14% Across all States 12% Price and volume 10% Insurance margin of 16.9% 8% 6% Earned rate increases 4% Benefit from cost savings 2% Lower natural peril claim costs - Favourable impact from credit spreads Offset by lower running yield Insurance Ratios 1H09 2H09 1H10 Administration i ti ratio 19.3% 19.9% 9% 18.2% Outlook Further GWP growth FY10 insurance margin higher than FY09 2H10 impacted by Melbourne and Perth events Leveraging g strong market position Immunised loss ratio 72.8% 76.9% 70.9% Expense ratio 21.5% 22.1% 20.4% Immunised combined ratio 94.3% 99.0% 91.3% PAGE 16 Investor Roadshow - Japan

18 AUSTRALIA INTERMEDIATED Turnaround on track GWP & Margin 10.2% GWP (A$m) 1,200 1,150 1,100 1,198 1,050 1,159 1, % 1, H09 (0.6%) 2H09 1H Insurance Ratios 1H09 2H09 1H10 Immunised loss ratio 67.4% 70.3% 61.3% Expense ratio 39.9% 37.0% 37.2% Commission i ratio 17.2% 16.5% 15.4% Administration ratio 22.7% 20.5% 21.8% Immunised combined ratio 107.3% 107.3% 98.5% PAGE 17 Investor Roadshow - Japan 12% 10% 8% 6% 4% 2% 1H10 results Reported GWP down 3.6% ING withdrawal and St George transition Underlying GWP up 2% Underwriting discipline Rates up 6% on average Insurance margin of 10.2% 0% Strong underwriting result -2% Absence of DAC impairment (1H09: $50m) Favourable credit spread movement Offset by lower running yield Outlook Continued underlying improvement 2H10 impacted by Melbourne and Perth events Patchy rating environment

19 NEW ZEALAND Strong turnaround, assisted by weather GWP (A$m) GWP & Margin 15.0% % 1H09 2H09 1H10 (3.9%) 20% 15% 5% 0% -5% 1H10 results GWP up 5% in local currency Insurance margin of 15% Earned rate increases Improved underwriting discipline 10% Better claims management practices Better cost control Lower natural perils and large losses Higher reserve releases Insurance Ratios 1H09 2H09 1H10 Loss ratio 74.3% 65.6% 55.0% Expense ratio 34.4% 31.1% 31.1% Commission i ratio 12.6% 11.2% 12.1% 1% Administration ratio 21.8% 19.9% 19.0% Combined ratio 108.7% 96.7% 86.1% PAGE 18 Investor Roadshow - Japan Outlook Improvement in underlying performance maintained Continued benign weather in 2H10 Lower future insurance margin expected as natural perils revert to more normal level

20 UNITED KINGDOM Materially impacted by reserve strengthening GWP (A$m) % 389 GWP & Margin % % 25% 20% 15% 10% 5% 1H10 results GWP up 24% in local currency Average rate increases of 10% 15% growth in fleet and special risks Reported insurance margin lower Modest strengthening of prior year bodily injury claim reserves 300 1H09 2H09 1H10 0% Lower reserve releases from run-off Weaker investment income Insurance Ratios 1H09 2H09 1H10 Loss ratio 63.9% 60.2% 63.7% Expense ratio 29.9% 30.4% 31.6% Commission ratio 14.7% 18.2% 18.3% Administration ratio 15.2% 12.2% 13.3% Combined ratio 93.8% 90.6% 95.3% Outlook 2H10 charge of $365m Material reserve strengthening $60m reinsurance rance cost Remedial action programme initiated Modest margin expected in FY11 PAGE 19 Investor Roadshow - Japan

21 ASIA Strong operating performance, Indian JV investment completed IAG Asia - GWP Pool (A$m) FY07 FY08 FY09 1H10 Annualised 1H10 results GWP up 5.5% in local currency Regional GWP pool around $400m Thai and Malaysian businesses performing well Reported insurance margin lower Absence of previous DAC benefit Thailand Malaysia (IAG Share) Malaysia (AmBank Share) Investment in SBI General completed Insurance Ratios 1H09 2H09 1H10 Loss ratio 60.0% 61.0% 58.0% Expense ratio 36.0% 37.7% 40.5% Commission ratio 20.0% 10.4% 21.7% Administration ratio 16.0% 27.3% 18.8% Outlook Modest GWP growth SBI General hard launch in 1H11 Thailand performing soundly, despite recent political upheaval Combined ratio 96.0% 98.7% 98.5% Insurance margin 12.0% - 2.9% PAGE 20 Investor Roadshow - Japan

22 4 Capital, Reinsurance & Investments

23 BALANCE SHEET Strong capital position MCR / Debt:Total Tangible Capitalisation MCR (x) % 35.8% % H09 2H09 1H10 CAPITAL MIX 1H09 2H09 1H10 A$m A$m A$m Shareholder equity 4,135 4,836 5,040 Intangibles and goodwill (2,353) (2,278) (2,195) Tangible shareholder equity 1,782 2,558 2,845 Interest bearing liabilities 1,360 1,053 1,586 Total tangible capitalisation 3,142 3,611 4,431 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% - As at 31 December 2009 Increased MCR multiple of 2.03 Improved financial performance RES brought on-balance sheet following amendments in December 2009 Pro forma MCR multiple of approximately 1.9, adjusted for UK charge Retain strong capital position over short to medium term Debt to total tangible capitalisation within targeted range of 30-40% Very strong AA- ratings for key wholly owned insurers reaffirmed PAGE 22 Investor Roadshow - Japan

24 REINSURANCE PROTECTIONS Reducing earnings volatility A key part of approach to capital management Integrated programme of catastrophe cover on calendar year basis Main cover from $200m up to $4.1bn Sideways aggregate cover for multiple events ($150m excess of $150m) Buydown below $200m as well as second and third event covers First event triggered by Melbourne hailstorm (March 2010) capped at $135m loss to IAG Subsequent Perth storm event (March 2010) capped at $75m loss to IAG Further major event in calendar 2010 would be capped at $50m Counterparty credit profile remains strong Modest rate increases incurred on 1 January 2010 renewals PAGE 23 Investor Roadshow - Japan

25 INVESTMENTS Conservative mix and high credit quality Investment Portfolio 31 December 2009 Group Investment Asset Allocation - $11.5bn Growth 8% Group Fixed Interest & Cash - $10.6bn < "A" 3% "A" 5% Fixed Interest &Cash 92% "AA" 49% "AAA" 43% Conservative overall investment mix 92% invested in fixed interest and cash High credit quality maintained over 90% rated AA or better, all performing Increasing growth assets weighting in shareholders funds now at mid-point of 30 50% benchmark PAGE 24 Investor Roadshow - Japan

26 5 FY11 Outlook

27 FY11 OUTLOOK Ongoing improvement in underlying performance FY11 Guidance Underlying GWP growth 3 5% Insurance margin % FY11 guidance first provided on 2 June 2010 Further improvement in underlying performance of Australasian businesses Modest UK margin Assumes: Natural perils in line with budget allowance of $435m (FY10: $350m) No material movement in foreign exchange rates or investment t markets Nil impact from credit spreads PAGE 26 Investor Roadshow - Japan

28 6 Appendices

29 HISTORY A leading Australasian general insurer Long established history in general insurance beginning in 1925 as NRMA Insurance Limited, a mutual insurance company In July 2000 NRMA Insurance Limited demutualised and became a subsidiary of NRMA Insurance Group Limited NRMA Insurance Group Limited listed on ASX on 8 August 2000 Changed name to Insurance Australia Group Limited in January 2002 (ASX code: IAG) As at 17 June 2010, market capitalisation of A$7.15bn ranking it among the 30 largest companies in the S&P/ASX 100 index PAGE 28 Investor Roadshow - Japan

30 IAG S GEOGRAPHICAL PRESENCE # ^ * ~ # 49% ownership ^ 98% voting rights ~ 26% ownership * RACV is via a distribution relationship and underwriting joint venture with RACV Limited RACV has a 30% interest in The Buzz PAGE 29 Investor Roadshow - Japan

31 1H10 GWP MIX BY GEOGRAPHY & CHANNEL PAGE 30 Investor Roadshow - Japan

32 GWP GROWTH AND PRODUCT SPLIT $5.2 bn 4% 4% 3% 12% Gross Written Premium by Business A$bn (excluding Share of Associates) $7.4 bn 4% $6.7 bn 6% $6.4 bn 4% $6.4 bn 3% 6% 4% 11% 6% 6% 10% 3% 11% 10% 3% 3% 4% 18% 22% 22% 20% $7.8 bn $7.8 bn $7.7 bn 3% 5% 5% 5% 5% 5% 11% 11% 11% 3% 3% 2% 18% 16% 17% $3.2 bn 4% 18% 6% 6% 16% $3.6 bn 4% 17% 5% 9% 18% 4% 16% 20% 21% 21% 22% 21% 22% 22% 23% 47% 47% 37% 34% 33% 34% 36% 38% 38% 37% FY01 FY02 FY03 FY04 FY05 FY06 FY07 FY08 FY09 HY10 Annualised Motor Home Short-tail Commercial Workers' Comp CTP/Motor liability Health Liability Other Short-tail Reinsurance PAGE 31 Investor Roadshow - Japan

33 OUR BUSINESS MODEL AND BRANDS DIRECT INSURANCE INTERMEDIATED INSURANCE ONLINE INSURANCE DIRECT INSURANCE DIRECT INSURANCE INTERMEDIATED INSURANCE AUS STRALIA ZEALAND NEW INTERMEDIATED INSURANCE ASIA INTERMEDIAT ED INSURANCE 5 UNITED KINGDOM OTHER 1 ACTIVE PORTFOLIO MANAGEMENT & GOVERNANCE (CORPORATE OFFICE) 1. RACV is via a distribution relationship and underwriting joint venture with RACV Limited 2. RACV has a 30% interest in The Buzz 3. 49% ownership of AmG Insurance, which is part of AmAssurance 4. 98% voting rights in Safety Insurance, based in Thailand PAGE % ownership of SBI General Insurance Company, a joint venture with the State Bank of India Investor Roadshow - Japan

34 The customer-created brand UBS Ninth Annual Australian Financial Services Conference Jacki Johnson, CEO 23 June 2010

35 Agenda 1. Overview: organisation and market Divider title goes here 2. How The Buzz was born Subtitle goes here 3. Bringing the brand to life 4. What the future holds 5. Q & A

36 About The Buzz Australia s s first online community insurance brand Simple, easy insurance no jargon Quick 60 second quotes Accessible 24/7 multiple access routes, geared to self service Community and co- creation at the heart so we can continue to be relevant through products and services and help shape the future of insurance PAGE 3

37 About IAG Divider title goes here Subtitle goes here 1. RACV is via a distribution relationship and underwriting joint venture with RACV Limited 2. RACV has a 30% interest in The Buzz 3. 49% ownership of AmG Insurance, which h is part of AmAssurance A 4. 98% voting rights in Safety Insurance, based in Thailand 5. 26% ownership of SBI General Insurance Company, a joint venture with the State Bank of India

38 Market environment: fast-changing with many opportunities 1 Changing consumer behaviour and demographic 2 Switching behaviour changing 3 Competitor activity Reasons for switching insurers in NSW* % Q07 3Q07 4Q07 1Q08 2Q08 3Q08 4Q08 1Q09 2Q09 PAGE 5 Price Service/Product Claims *Roy Morgan July 2009

39 Agenda 1. Overview: organisation and market Divider title goes here 2. How The Buzz was born Subtitle goes here 3. Bringing the brand to life 4. What the future holds 5. Q & A PAGE 6 <TITLE> <DATE>

40 12 months, from conception to birth Started with a blank sheet of paper Divider title goes here Subtitle goes here May 2008 July 2008 Sept 2008 CEO and Customer Board review Dec 2008 Feb 2009 small team insight of strategy Board Board appointed sessions and plan update update 15 May Launch June 2008 Silicon Valley trip and ID of culture required Aug 2008 eventures summit Nov 2008 Myinsuranceideas.com.au 16 April End-to- end testing 05

41 We started by listening to our customers.... Our customers helped us identify the gaps and their needs. This directly influenced our business model and brand strategy. Listening to Customers Divider title goes here Subtitle goes here Use of Multi- Media

42 Profiling allowed us to gain a deeper understanding of their needs yr olds (young and trendy) Under 45 (young families) Up to 55 (mature families, maybe with older kids at home) What s on their mind? want to enjoy life internet savvy (co- create) outward focused busy more inward internet t savvy (transact/co-create) kids are independent more time to pursue passions internet savvy (transact) What are their insurance needs? mostly car insurance and personal assets but moving into home insurance too looking for simple and efficient ways to get insurance need car with increased focus on home and personal assets most complex insurance needs in car and home more savvy customers PAGE 9

43 We built our business model around our target customers needs Customer Strategy Pricing & Product Sales & Distribution Claims Loyalty & Renewal Divider title goes here Subtitle goes here On-line lodgement & tracking Windscreen repair Strong testimonials Good referral rate Low cancellations Eventures- Enzyme customer value discovery sessions July yr old mid to high socioeconomic group 05

44 We interpreted our business model through our customers eyes Customers Internet transactors and creators year age groups, mid to high socio economic group Central Online insurance community connected through conversation access 24/7, flexible transparent products and pricing, easy processes and language, customer tangibly valued, listened to and recognised ideadivider title goes here Subtitle goes here Unique selling proposition Control & choice Cover & price Quote in 60 secs Fully transact online 24/7 Voucher free Accept majority windscreen of customers in repair Year 1 target group Pricing Competitive for target segment, focus on transparency of price for choices made and control of pricing through choice of cover options, agreed value, excess level Trade off No personal advice, cannot buy through call centre or branches No Claim Bonus not offered reflected more transparently in price 05

45 Technology enables us to meet our customers needs Divider title goes Security here Subtitle goes here Accessibility Reliability Speed Integration

46 We selected the brand name with all this in mind, plus more... 1 Represent essence of business opportunity Represent two way conversation, energy People in the target Have available URL demographic talk Divider 2 title goes across here markets about it Subtitle goes here Subtle link with Pass cultural l testing ti across 3 technology and markets & languages trends 4 Be current and stand test of time 5 Be able to have strong visual representation 05

47 Some key areas that define the brand The Buzz tone of voice: we re friendly, smart, we get to the point in a helpful way (straight forward), we appreciate people are busy The Buzz language: we don t speak in jargon, we use every day speak, simple clear (but not slang) and we say things in a nutshell Divider title goes here Subtitle goes here The Buzz look and feel: we re modern, dynamic, engaging The Buzz help philosophy: Buzz Assist multi-options to suit people s needs (when they need it) but geared towards 24/7 online self serve The Buzz community : the Buzz Exchange where we co-create (evolution from myinsuranceideas.com.au) 05

48 But the most powerful brands are built from within The Buzz team lives and breathes the brand Our way of working is aligned to our values, brand and the behaviours necessary for entrepreneurial start-ups Divider title goes here Strong focus on innovation plus governance Subtitle goes here Recruitment is focused strongly on cultural fit as well as key competencies Flat structure based on functional roles and responsibilities Small FTE given The Buzz is an end-to-end internet net business Premises have been fitted out to focus on openness and dialogue The dress code is professional casual (not typical insurer) 05

49 Our brand strategy brings all this together Platform Smarter, together Brand characteristics Intelligent Transparent Easy Divider title goes here Subtitle goes here Genuine Dynamic Brand attributes Tailored/flexible options Transparent & fair pricing Knowledge powered 24/7 access/support Simple/intuitive 100% online experience 05

50 Agenda 1. Overview: organisation and market Divider title goes here 2. How The Buzz was born Subtitle goes here 3. Bringing the brand to life 4. What the future holds 5. Q & A PAGE 17

51 Connecting with our target customers: traditional marketing Divider title goes here Subtitle goes here PAGE 18

52 Connecting with our target customers: out and about Divider title goes here Subtitle goes here PAGE 19

53 Connecting with our target customers: social networks Divider title goes here Subtitle goes here PAGE 20

54 Connecting with our target customers: social networks Divider title goes here Subtitle goes here PAGE 21

55 Connecting with our target customers: in the community PAGE 22

56 Agenda 1. Overview: organisation and market Divider title goes here 2. How The Buzz was born Subtitle goes here 3. Bringing the brand to life 4. What the future holds 5. Q & A PAGE 23 FST Conference March 2010

57 Home page redesign to accommodate two upcoming launches Customer loyalty Divider title goes here Subtitle goes here Home Insurance

58 Other priorities Brand awareness and driving the right traffic to the site Customer engagement in ongoing developments Divider title goes here Underwriting and claims management discipline Subtitle goes here Social media strategy Respond to emerging technologies and consumer and market change

59 Measuring success Lead indicators: Traffic is in target demographic and relevant for time of purchase (low bounce rate) Conversion rate full policy to purchase Divider Customer title advocacy goes here Customer advocacy referral rate and retention Subtitle goes here Low expense rate claims and underwriting expense Technology stability, availability, security Longer term: Appropriate return on risk-based capital

60 Final thought... Divider title goes here Subtitle goes here The market place is not neatly organised - The market place is not neatly organised customers interact across channels, products, time of the day

61 Q & A