This deck is an extract of a presentation given to Allianz CIO's and COO's in Singapore in May 2013. Note : The presentation is an independent presentation by The Digital Insurer and does not represent or reflect Allianz policy or strategy.

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Think Digital: and
Transform your business

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www.the-digital-insurer.com
A Forum for Digital Insurance
in Asia
– Articles on digital insurance
– Free subscription to the
Quarterly digest & magazine
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know
Articles:
– The Digital Advisor
– Customer & Advisor portals
– tablet sales toolkits
– Implementation Tips
– Worksite marketing
Building tomorrow’s digital
insurance business models, today.
Hugh Terry
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Sponsored by Insight Consulting:
– Strategic Digital roadmaps
– Implementation services
– Digital ventures

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Session Approach
Part 1 – Strategy & Operating models (approx. 40 minutes)
• Overview of digital trends and key strategic trends that impact on
insurance
• The Digital Advisor business model
• Why Tablet Toolkits are a transformation opportunity
• Discussions / Q&A
Part 2 – implementation approaches (approx. 20 minutes)
• What’s different with digital?
• Implementation challenges – key success factors
• Learning from others – a case study
• Discussions / Q&A
Presentation focus
Is on individual
consumers
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The Digital Revolution:
it will not be televised
Digital
Convenience
• Always on
• Always there
• Universal
• Almost free
Digital
Connectivity
• Access to
information
(Google)
• Access to each
other (Facebook)
• Access through
devices (Apple)
• Location-agnostic
(cloud services)
Digital
Expectations
• Data “on demand”
• Desire for clarity &
simplicity
• Dialogue not
monologue
• Easy to promote a
product .. and
complain
Change, Change, Change….
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Two digital “Mega” trends : forces beyond
anyone’s control
1. Technology is cheaper and
easier to implement than
ever – it is the fulcrum to
meet consumer needs,
reduce operating costs and
to change your culture
2. Changing consumer
behaviour – they are
demanding and seeking a
different experience
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4 digital Insurance business
opportunities (& threats)
Create New Models
1. Pilot New Digital models : Partner
with companies with digital assets
to create new models
2. Digital Worksite Marketing:
unlocking the hidden value in your
employee benefits business
Transform Existing Models
3. Transform Life insurance Advisory
Businesses : The Digital Advisor
4. Digital Cross Selling: personal
lines, asset management, banking
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Welcome to Digital Customers : they are
“Hybrid”
The hybrid customer is
• Better informed
• More demanding
• “Multi-channel” for both
sales & services
• Will jump channels at
any point – catch them if
you can!
The Hybrid
Customer
Face
To
Face
Online
Phone
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Myth #1: Digital is a new distribution channel
Reality : Digital enable customer engagement

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Anchored to basics : Digital Advisor strategies need
to leverage insurance fundamentals
Current Agency Paradigm Digital impacts
Trust is at the
heart of
insurance
Rely on agent relationships
Insurance brand is a hygiene
factor in the sales process
As customer research on-line trust
will need to be developed and
leveraged on-line
Trust must be earned & reinforced at
every interaction/touch point
Great
insurance
advisors -
always in
demand
When customers research online they
will research their advisors as well .
Less time face-to-face – but no less
important (probably more so)
Insurance advisors need to be more
mobile (digitally & physically)
Digital will transform & standardise key
management processes
Lack of standardisation in
training, performance
management & coaching
Result : variable quality of
advice and low productivity
resulting in high agent turnover,
low policy persistency
Customer
service matters
Nearly 100% reliant on the
advisor
Back office is back office
Mobile technology provides
opportunities for cost effective
customer service differentiation
Push based communications can be
used to reconnect with customers
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Myth #2: Digital changes the way insurance is sold
Reality: Digital strategies must incorporate the fundamentals

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Tablet sales toolkit : Easy business case
Primary benefit
Improved Sales effectiveness
through a better customer
experience
Measured by :
- High tablet usage from
Advisors
- Increased sales productivity
per month
Other Benefits after success
1. Back office productivity from
digital proposals
More efficient
Faster & more accurate (clean policies in a
day)
2. Reduced agency overheads :
premises & technology costs
3. Business intelligence
Benchmarking data
Usage data
“Bigger” data
4. Improved compliance to sales best
practice (& regulatory
requirements)
5. Recruitment training tool
6. Platform for more automated
underwriting

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Tablet sales toolkits : a pivotal tool in the
transformation process
1. Identify needs
2. Produce quotes and help
to close
3. Allow faster, easier and
more accurate proposal
submissionKey Success factors
• Must be Designed for Advisors
• Easy to use with a “wow” factor that encourages use with
clients
• Great usability is critical: engage/delight customers &
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Tablet Functionality:
Focus on the parts of the sales
process that engage with customer

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The Digital Advisor : Where should you be 5 years
from now?
Agency KPI’s for 2018
Leads
50% of leads from digital
engagement activities
Twice as many leads per advisor
insurance
advisors
At least 2-3 times more
productive
50% fewer advisors
100% tablet usage for all new
advisors – core tool for sales
Customer
service matters
50% reduction in back office
staff
But at least a corresponding
increase in customer facing staff
supporting digital service, sales
and lead processes
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Digital will transform
Agency operating
models

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Session Approach
Part 1 – Strategy (approx. 40 minutes)
• Overview of digital trends and key strategic trends that impact on
insurance
• The Digital Advisor business model
• Why Tablet Toolkits are a transformation opportunity
• Discussions / Q&A
Part 2 – implementation approaches (approx. 20 minutes)
• What’s different with digital?
• Implementation challenges – key success factors
• Learning from others – a case study
• Discussions / Q&A
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Technology has changed: but is your business
ready?
Technology trends – faster implementation & lower cost
1. Less need to start from scratch : build /configure on existing framework
technology – “build on top of existing IP”
2. No need to host : “ Software-As-A-Service” – great for Agile and pilot
implementations
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Is your organisation ready?
Business – ready to really understand technology ? Ready to develop a “set
menu” or addicted to “à la carte”?
IT – ready to adopt new skills and new partner based vendor relationships?
Organisation – able to develop the cross functional skills needed for front-end
technology ? Willing to set-up new dedicated teams?

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The Digital Advisor: Implementation matters
Top 5 Implementation Tips
1. Customer centric: “outside
in” thinking
2. Move faster: prioritise
functionality, pilot and
learn (from failure)
3. Technology Usage is a
critical condition for
success!
4. Buy Flexible tech and
match process to its
capabilities
5. People matter :Change
management, new skills,
new organisational
structures and new
supplier/vendor
relationships
DIGITAL
ADVISORS
DIGITALCUSTOMER
ENGAGEMENT
DIGITAL
CUSTOMERSERVICE
1 Think Tablets
Implementation Priorities

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Concluding: “Business as usual” is a dangerous path
Be Radical: Now is the time to embrace change
and start building digital models.
Be Cautious: you don’t need to “bet the bank”.
Learn from fast and strategically well thought
our pilot projects
Beware: If you don’t utilise digital thinking
plenty of others will