23 rd October , 2008 Increasing Income Streams and Reducing Risk ALB National Conference 4 th Edition Wayne Rees – Regional Director Consumer www. marsh. com
What is unique about Marsh? n Global Presence with local support. n World-class Service n Innovative Solutions n Commitment to Excellence n Partnership Approach We will consistently deliver high-quality services designed to support your business needs today and aggressive growth goals going forward. Global Consumer. Connexions 1
Consumer. Connexions is much more than brokerage or third-party administration Client Sales and Marketing Product Innovatio n& Design Placemen t (Brokerag e) Typical role of a broker Program Management Underwrit ing Risk Transfer Policy Servicing Claims Processin g Insurer Brokera ge Sales and Marketing Product Innovation Placement (Brokerag e) Underwriti ng Risk Transfer Policy Servicing Claims Processin g Global capabilities Marsh relationship Client Marsh Program Management We are not “just another intermediary” Our approach streamlines the value chain Global Consumer. Connexions Global scale innovation and efficiency gain Captiv e/ Insurer Greater mutual profitability and/or n Cost savings / greater value to customers n 2
Our global program management capability is the unique value proposition that is winning multinational business Key Benefits n – Scale and infrastructure – Global network Program Panel Set-up Products Insurer A Insurer B Program design Insurer C 1 n 2 3 Existing investment 4 Marsh expertise – Customer experience Management – Marketing & product expertise – Insurer relationships Customers Value Proposition Customer Experience Management CRM Center of Excellence IT Platform Claim analysis Customer analytics Direct Marketing Sell / Cross-sell / Up-sell Marsh Consumer. Connexions Best-in-breed product n “Plug & play” carriers n Bundled/Unbundled customer experience management n Increased take-up rates n Proprietary technology n Global consistency n Leverage with insurers n Economies of scale & single platform n Sponsor Constituents (1 to Many) Global Consumer. Connexions 3
Our clients are multinational companies who increasingly want us to better leverage that network on their behalf Global Consumer. Connexions 4
Our business enjoys a global network of resources and is driving towards scale and greater global connectivity • • • Over 2, 000 client sponsors Over 1, 000 client Web sites developed and hosted More than 10 million customer service calls annually More than 9 million claims paid annually Process 10 million plus policy/coverage transactions annually • • • Global Consumer. Connexions 65 years experience in program administration Relationships with over 150 insurers More than 3, 500 individuals on staff More than 10 million customers Database information on more than 30 million prospects Direct mail solicitations into more than 60 million households 5
Direct and Database Marketing Integrated Cross-Media Promotion Marsh will work through all available channels to maximize participation in programs § Direct Mail from multi-piece enrollment kits to simple postcard program reminders § Web from product communication via e-mail and interactive education to premium quoting, fulfillment, and click-to-bind enrollment with online premium payment § In- and Outbound Telephone integrates with other communications to provide customer service follow-up, competitive quotes for coverage that can be bound immediately, upsell and cross-sell of other products, and customer conservation § Print/Radio/Television Advertising for trade journals, publications, podcasts, closed-circuit or broadcast, and much more § Onsite Events including trade shows, conventions, benefit fairs, and on-site enrollments Global Consumer. Connexions 6
Direct and Database Marketing Providing Relevant Benefit Offers to the End Consumer Audience Your Customer Data Warehouse Customization Funnel Marketing Delivery Channel Targeted Direct Mail Telemarketing Inbound/Outbound E-mail Communications Search Engine Marketing Rules-based communications engine creates personalized, eventtriggered communications Global Consumer. Connexions Placements on Web sites (banner ads, featured products) Integrated Administration Inbound/Outbound Telemarketing Click-to-Apply Web sites, where we can bind accept coverage online Application processing as a result of direct response and fulfillment activities In-person meeting where appropriate 7
Product Ideas
Increasing income opportunities Global Consumer. Connexions 9
Core Products 4 NEW CAR EXTENDED WARRANTY 4 USED CAR WARRANTY 4 SERVICE CONTRACTS 4 MAINTANENCE CONTRACTS 4 ROADSIDE ASSISTANCE MOT INSURANCE 4 TYRE INSURANCE 4 KEY PROTECTION 4 GAP PRODUCTS 4 VEHICLE REPLACEMENT 4 CREDITOR INSURANCE 4 BRANDED/FIXED PRICE CASCO/MTPL 4 ADDITIONAL OPPORTUNITIES Global Consumer. Connexions 10
GAP FINANCE PROTECTION Fin VA L U E an ce Ou tst an din g Vehicle purchase price Insu ranc e co mpa nies valu ation TIME Global Consumer. Connexions 11
VEHICLE REPLACEMENT PROTECTION V E HI C L E V A L U E Vehicle purchase price ? Difference? Ins u ran ce c om pan 1 YR Global Consumer. Connexions ies val uat io n 2 YR TIME 3 YR 12
IT Functionality n Policy Management – Provides capability for creation, renewals and cancellation of insurance policies. n Claims Administration – This module provides functionality for claim creation and adjudication; claim and appeals workflow. n Customer Self-Service – Client-branded web access to allow end-customers to manage policy details, claims registration and tracking, and fulfillment handling. n Inventory & Fulfillment – Inventory section provides a way to manage product repository, price data for the replaceable items. Order creation, fulfillment process and like-for-like functionality. n Customer Case Management – Ability to manage all interactions in a single place. Provides a 360° view of the customer account. n Reporting & Documents – Flexible Reporting module that enables user-defined and ad-hoc reports. Document generation and storage. n Finance Module – Enhanced finance functionality using Marsh Financial/Accounting system; Direct Debit and Credit Card Integration. n Scheme and User Administration – User Maintenance with various security roles. Global Consumer. Connexions 13
Marsh is able to provide an end-to-end solution Migration n n Discovery process for smooth transition Marketing n Project plan developed with client n Global Consumer. Connexions Award-winning marketing services to ensure program success Marsh utilizes all marketing channels n n Enrollment Inbound servicing done through global call centers Technology and intensive training support call center staff n Customer Relationship Management Marsh focuses on enhancing customer experience to enhance your brand n n Claims Administration Customized program performed inhouse proprietary Marsh system that processes claims 14
IT Local Language Systems and Support Global Consumer. Connexions 15
Our success is driven by our collaborative approach Successful program management requires engagement at every level Training & Development Sales & Financial Reporting Market Analysis Product Development Systems Direct Sales Force Repair Claims Management Risk Analysis Administration Insurance Placement Global Consumer. Connexions Pricing 16
Contact us Marsh Broker de Asigurare- Reasigurare Sos. Nordului 24 -26, Sector 1, Bucuresti Tel: +40 21 2321874 Fax: +40 21 2322102 E-mail: office@marsh. ro Wayne Rees, Regional Director - Consumer Phone: 00421259205461 | Mobile: 0044782 5063128 Wayne. Rees@marsh. com www. marsh. ro / www. marsh. com Global Consumer. Connexions 17
www. marsh. ro / www. marsh. com
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