SBLI USA 2008 Annual Report 70 Years of Serving the People Who Make America Work. SBLI USA Mutual Life Insurance Company, Inc.

Transcription

1 2009 SBLI USA 2008 Annual Report 70 Years of Serving the People Who Make America Work SBLI USA Mutual Life Insurance Company, Inc.

2 MESSAGE FROM THE CHAIRMAN OF THE BOARD SBLI USA has been in the business of basics for over 70 years. Our approach and commitment to the fundamentals has not wavered, and we are paying even closer attention to what our customers need in these unprecedented economic times. Our focus on service is crucial to our mission and continues to be evidenced in our 97 percent customer satisfaction rating. We are well-positioned to continue providing excellent service supported by our focus on operating performance, financial strength (more than $1.4 billion in assets), and attractive market profile. We hold true to the American dream that through education and empowerment we will persevere in good times and bad, so providing individuals with access to information is vital to our mission. I assure you that strategies initiated at the board level are in place, and are being executed swiftly to ensure continued financial strength and sustainability. We are confident that our collective collaboration will continue to make a positive, longterm impact. Joseph L. Mancino Chairman, SBLI USA Board of Directors table of contents 1 Message from the Chairman of the Board 2 Message from the President 3 Our Company 4 Our Brand, Service & Communities 5 Financial Highlights 7 Our Performance 8 Officer Team 9 Senior Team 10 Board of Directors 01 SBLI USA Annual Report 2008

3 MESSAGE FROM THE PRESIDENT Our nation and economy are changing at an alarming rate. While we don t know how it will turn out, we do know that you the people who make America work and SBLI USA will be here to see it through. SBLI USA has been serving hardworking Americans for over 70 years. We know the positive potential that exists when we come together. We continue to stake our claim in the diversity of our customers and our associates. Our new women s microsite, is an example of the innovative means we re using to serve women and families and to provide our customers within this market access to the tools and information they need to achieve their financial dreams. Most importantly we continue to strive for excellence in policyholder value, providing more than $98.3 million in policyholder benefits in Together we can stay the course and prepare ourselves for anything that comes our way and yours. Vikki L. Pryor SBLI USA President and Chief Executive Officer SBLI USA Annual Report

4 OUR COMPANY MISSION STATEMENT We help individuals, families and communities access information and products to achieve financial goals. Our focus is service, affordability, preservation, and growth of policyholder value. Our business philosophy blends financial strength and innovation. We are rooted in a deep belief in human potential. Social Responsibility Statement Leadership: SBLI USA strives to be a leader in the empowerment of people and communities, and the preservation of a just and sustainable society. Commitment: We are committed to offering America s families greater access to the essential tools of prosperity, with particular attention to underserved communities. Ethics and Values: We are guided by ethics and our most deeply held values. Workplace: We promote both opportunity and responsibility within the SBLI USA community while maintaining high standards of fairness, diversity, and cooperative achievement. Citizenship: Our company is a conscientious and constructive citizen of the communities we serve. key facts Assets: More than $1.4 billion, including $122 million in surplus capital. Associates: 215 Policyholders: Over 300,000 nationwide; more than $15.5 billion of insurance in force. Core Products: * Our products are designed to help overcome the traditional barriers to building a secure future at an affordable rate, while still offering competitive product benefits. Whole Life - lifetime coverage with level premiums and cash value that accumulates taxdeferred Term Life - quality term coverage with premiums that stay level for up to 30 years Children s Single Premium Term - policies that can be converted to a whole life policy when a child turns 21 Simple Issue Term - coverage up to $150,000, generally with no medical exam required ** Accidental Death and Dismemberment - coverage from $25,000 to $150,000 SeniorLife - Whole Life for seniors of up to $25,000 in coverage, with guaranteed acceptance Employee Group Life Insurance - flexible coverage from $10,000 to $500,000 Annuity: SBLI USA Select Choice SM a single-premium, tax deferred annuity with a guaranteed interest rate. * Business in the Chicago and Glendale locations is conducted by SBLI USA s wholly owned subsidiary, S.USA Life Insurance Company, Inc. S.USA is not licensed in the State of New York and does not solicit business in New York. Not licensed in all states. Not all products are available in all states. ** Based on the answers given to the application questions, proof of insurability may be required. Like most insurance policies, SBLI USA s policies contain exclusions, limitations, reductions of benefits and terms for keeping them in force. 03 SBLI USA Annual Report 2008

5 OUR BRAND The S encompasses the importance of security, the emphasis on service, and the essence of simplicity in helping millions of Americans achieve their financial goals. The brand emphasizes that this is the financial empowerment company inclusive of all people, for the people who make America work! OUR SERVICE Customer Centers: Trained, licensed agents are available at Customer Centers both over the phone and in person. To ensure efficiency and accuracy, all interactions are managed by our advanced sales management technology. Interactive kiosks offer an alternative, self-directed, low-pressure way for consumers to access Web-based information about our products and services. E-Commerce: Advancements in technology and e-commerce have allowed us to be more efficient and productive, adding to policyholder value and sustainability. In 2008 our e-commerce efforts were driven by the launch of product-specific microsites and advancements in online technology that led to more than 164,000 online visitors and more than 14,000 online quotes. Web-based programs allow consumers to access educational information and to apply for certain policies online. Customers may also manage their policies, pay their premiums, learn about our products online, and are provided with educational tools and resources such as planning guides, and budgeting and economic tips. Employee Group: SBLI USA s Employee Group Life Insurance offers big business benefits for small businesses, an affordable way to attract and keep the people who make them successful. We reach companies through direct mail, community relationships, and work site presentations. Bank Partners: Representing more than 25 percent of our total sales, SBLI USA bank partners provide an important touchpoint to our diverse customer base. These partnerships help us to reach a greater breadth of consumers within our footprint. OUR communities SBLI USA mirrors the diversity of our target market: we speak 20 languages, twothirds of our workforce is multicultural, and more than 50 percent are women. This is no accident. We are the first truly bilingual life insurance company in the United States, and we are proud that S.USA Life Insurance, SBLI USA s wholly owned subsidiary, was selected in 2008 to serve as the United States Hispanic Chamber of Commerce s underwriter of choice. We are excited to launch our women s Web site, part of our grassroots effort to reach out to the underserved women s market nationwide to help women and families achieve their financial goals. SBLI USA Annual Report

6 financial highlights BALANCE SHEET & SUMMARY of OPERATIONS SBLI USA MUTUAL LIFE INSURANCE COMPANY, INC. As of December 31 ($ in 000 s) Balance Sheet Assets Invested Assets 1,457,303 1,496,659 Other Assets 28,758 29,702 Total Assets 1,486,061 1,526,361 Liabilities and Capital & Surplus Aggregate Reserves 1,297,122 1,298,607 Other Liabilities 66,123 98,270 Capital & Surplus 122, ,484 Total Liabilities and Capital & Surplus 1,486,061 1,526,361 Summary Of Operations Total Revenues 172, ,535 Total Operating Expenses 161, ,563 Operating Income Gain (Loss) 11,234 4,972 Taxes & Net Realized Gains (Losses) on Security Transactions (18,401) (430) Net Income (7,167) 4, SBLI USA Annual Report 2008

7 financial highlights CONSOLIDATED BALANCE SHEET & SUMMARY of OPERATIONS SBLI USA MUTUAL LIFE INSURANCE COMPANY, INC. As of December 31 ($ in 000 s) Balance Sheet Assets Invested Assets 1,460,347 1,498,348 Other Assets 29,204 30,665 Total Assets 1,489,551 1,529,013 Liabilities and Capital & Surplus Aggregate Reserves 1,300,013 1,300,924 Other Liabilities 66,722 98,605 Capital & Surplus 122, ,484 Total Liabilities and Capital & Surplus 1,489,551 1,529,013 Summary Of Operations Total Revenues 175, ,890 Total Operating Expenses 166, ,672 Operating Income Gain (Loss) 8,578 3,218 Taxes & Net Realized Gains (Losses) on Security Transactions (18,401) (430) Net Income (9,823) 2,788 Financial statements are prepared on a consolidated life insurance company basis. SBLI USA Annual Report

8 OUR PERFORMANCE 2008 Financial Highlights ($ in Millions) Premiums & Other Considerations $93.5 Net Investment Income $81.5 Benefits Paid to Policyholders $98.3 Dividends Paid to Policyholders $ 9.1 ($ in Billions) Aggregate Reserves for 2008 $ Sales Highlights Increase in Customer Center Channel Sales 18% Total New Policies for , Customer Service Highlights * Customer Satisfaction Rating 97.1% Number of Customer Calls Taken 138,814 First Call Resolution Rate 99% Average Claims Payment Processing Time 5.6 days Number of Claims Processed 4, Technology/E-Commerce Highlights 2008 Lead volume from E-Commerce initiatives more than tripled Calls to dedicated E-Commerce phone lines increased by 56% More than 164,000 consumers visited the SBLI USA/S.USA Web site * Source: External Customer Satisfaction Rating: Development II SBLI USA Customer Satisfaction Survey, December SBLI USA Annual Report 2008

9 officer team Vikki L. Pryor President & CEO Michael Akker Executive & COO Robert Damante Executive & CFO Eric J. Bulis & CIO Mariam Eisenberg Operations & Underwriting Judy Elliott-Pugh Human Resources Debra E. Klugman, General Counsel & Secretary James Machovsky Marketing & Sales Ralph Meola & Chief Actuary Paul Capizzi Technology Anthony Carbone Marketing Robert Hanebuth Marketing Russell Johnson & Chief Auditor Marina Kotlyar Strategic Planning & Investments Kevin M. Lamasney & Associate General Counsel Marquis Miller Sales Brian Rooney Finance Susan Rutman Customer Services Michal Ryduchowski Actuary Jeanne Scotto Customer Centers Nanci Tolk Advertising John F. Vernaleken Technology SBLI USA Annual Report

10 senior team Vikki L. Pryor President & CEO Michael Akker Executive & COO Robert Damante Executive & CFO Eric J. Bulis & CIO Mariam Eisenberg Operations & Underwriting Judy Elliott-Pugh Human Resources Debra E. Klugman, General Counsel & Secretary James Machovsky Marketing & Sales Ralph Meola & Chief Actuary Russell Johnson & Chief Auditor 09 SBLI USA Annual Report 2008

11 Board of Directors Chairman Joseph L. Mancino Chairman & CEO Retired The Roslyn Savings Bank Vice Chair Evelyn F. Murphy President The Wage Project, Inc. Deborah Aguiar-Vélez President & CEO Sistemas Corporation Michael Akker EVP & COO SBLI USA Mutual Life Insurance Company, Inc. Theresa Balog Executive Director and Chief Accounting Officer MSCI, Inc. Samuel M. Bemiss Managing Director Ewing Bemiss & Company Carol L. Coffman Principal FFN Advisors David Jefferson President & CEO JNET Communications, LLC David Lizárraga President and CEO TELACU/Millennium Vikki L. Pryor President & CEO SBLI USA Mutual Life Insurance Company, Inc. Albert J. Regen President - Retired Northfield Savings Bank G. Thomas Rogers Visiting Professor School of the Art Institute of Chicago Ellen E. Thrower Executive Director School of Risk Management St. John s University Roslyn M. Watson President and Founder Watson Ventures, Inc. SBLI USA Annual Report

12 locations Headquarters New York 460 West 34th Street New York, NY Operations New Jersey 550 Broad Street Newark, NJ sales California 400 North Brand Blvd. 9th Floor, Suite 920 Glendale, CA Customer Centers New York 460 West 34th Street New York, NY SBLI-USA ( ) Puerto Rico Plaza Del Sol Mall 725 West Main Avenue Bayamón, PR CUIDATE ( ) Buffalo Walden Galleria Mall One Walden Galleria Buffalo, NY SBLI-USA ( ) Chicago 55 East Jackson Blvd. Chicago, IL SUSA-123 ( ) POLICYHOLDER INFORMATION SBLI USA Policyholders seeking general information or who have specific inquiries regarding policyholder communications may contact the SBLI USA Customer Service Center at SBLI-USA ( ), or write to us at P.O. Box 1050, Newark, NJ For additional policy and marketing information, please visit our Web site at SBLI USA Mutual Life Insurance Company, Inc SBLI USA Mutual Life Insurance Company, Inc., New York, NY