In the world of Web 2.0, customers and consumers increasingly demanding mix of interaction points, and sales and services via multi-channels and multi-platforms. To support such growing demands, Insurers need to enable and extend their Insurance solutions (both Front End and Back End systems) to support the needs. Kevin Guy Steer, CEO of 121advisor and AETINS Sdn. Bhd. shared what Insurers should be ready for and how to enable their Insurance solutions to meet the need of Insurance 2.0.

1. 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Insurance Application Architecture Insurance 2.0 : Multi-Channel Sales & Servicing By Kevin Steer, CEO of AETINS Sdn. Bhd. & 121advisor

2. Multi-Channel Sales & Service :Insurance Application Architecture 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 2

3. Multi-Channel Sales & Service :Insurance Application Architecture 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 3

5. Customer Support

6. Multi-Channel Support

7. Customer Self-Service

8. Interactive Service Chat

9. Multi-Platforms Availability

10. Security & Identity

11. Know Your Customers

12. Secured Access

13. Time-to-Market

14. Fast Product Release

15. Online Sales

16. E-Payment

17. User Experience

18. Back-End Integration

19. Straight Through Process

20. Campaign & Contests

21. Privacy Act

25. Data standards – ACORD ? Who follows who?

26. XML Web Services, MQ Messaging, Direct Database access

27. EAI gatewaysConnectivity

28. Multi-Channel Sales & Service :Insurance Application Architecture 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 7

30. Social Profiling: Lifestyle, Key Events, Needs, Buying Patterns

31. Risk Profiling: Underwriting Check

33. CRM vendors are enhancing their solutions to include tracking of Social Web Interactions

35. Hype Cycle for Life Insurance: Gartner Report (July 2009) Social Web Systems readiness  Assessing your Technology Readinessfor the Social Web 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 10

36. Social Web Technology Functionalities Straight Through Processing (STP) Technology Components Gartner Report (December 2007) Social Web Readiness?            21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 11

38. 24 x 7 Social Web Services

39. Security & Identity

40. Sales Automation

41. Enterprise Service Bus - SOA integration

42. Risk Management – identification & auto underwriting

43. Self-Service

44. Interactive Help

45. Customer Notification

46. Regulatory Compliance – privacy, security, risk24x7 Insurance Application Architecturefor the Social Web 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 12

47. Distribution & 3rd Party Partner Portals Internal Intranet Portals Customer Consumer Microsites Front-End Services (24x7) via secure role based Web 2.0 Portal & Content Management Services Lead Generation Customer Servicing Sales Automation Contract Servicing Reporting Portal Admin Business Services (24x7) exposed via Secure Enterprise Service Bus Business Rules Engines BPM Workflow & Notification Social CRM 360° Client View Multi-Channel Management Product Configurator Contests Document Mgmt eAcademy & eLearning Back-End Transaction & Audit Services + Data Warehouse Analytics Broker ALC Agent Bancassurance Direct TM Departmental Portals 3rd Party Systems Head Office Portal Contract Admin Life Health General Takaful Family Health General Business Intelligence Social WebSelf-Service Analytical Mgmt Dashboards 3rd PartyPortals Branch Portal Accounting System Banking Integration Social Media MarketingSites Direct Campaign MarketingSites 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 13 24x7 Insurance Application Architecturefor the Social Web

48. 24x7 Insurance Application Architecturefor the Social Web (in more detail) Distribution & 3rd Party Partner Portals Internal Intranet Portals Customer Consumer Microsites Front-End Services (24x7) via secure role based Web 2.0 Portal & Content Management Services (Mobile/Tablet/PC) Lead Generation Campaigns & Social Contests Customer Servicing Payment / Receipt Member Admin Sales Automation Needs, Quote, SIS eProposal, ePayment Contract Servicing Policy Servicing, Funds, Claims Reporting Dashboards& Analytics Portal Admin Account Roles Content Mgmt Business Services (24x7) exposed via Secure Enterprise Service Bus (XML Web Services /Messaging /SMS /email) Business Rules Engines Ratings, Illustrations,Auto-underwriting, Funds, Policy Services, Claims, RI BPM Workflow & Notification Forms, Messaging (Email, SMS, chat) Social CRM 360° Client View Customer & Partner role based access Consumer Experience Mgmt Services Campaign Data Mining - Social Profiling Multi-Channel Management Recruiting, Agent Movement Goal Setting, KPIs Performance, Compensation Product Configurator Contests for consumers & channels Document Mgmt eAcademy & eLearning Back-End Transaction & Audit Services + Data Warehouse Analytics (real time & day-end/month-end batch processing) Broker ALC Agent Bancassurance Direct TM Contract Admin Life Health General Takaful Family Health General Individual / Group Retail / Commercial Contract admin, Funds Management, Claims Financials, Valuation, Reinsurance Business Intelligence Data Warehouse MIS Reporting & Business Analytics 3rd Party Systems Departmental Portals Head Office Portal Social WebSelf-Service Analytical Mgmt Dashboards 3rd PartyPortals Branch Portal Accounting System Social Media MarketingSites Direct Campaign MarketingSites Banking Integration 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 14

49. Multi-Channel Sales & Service :Insurance Application Architecture 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 15

50. 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 16 Example: Integrating AETINS ISFwith the Social Web

51. 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 17 Example: Applying AETINS ISFto the Social Web Separation of Back-Office & Front-Office SOA Integration via XML Web Services Reuse XML Web Services for Social Media Integration Single Product Configuration for Front & Back Office Applications Single test for back-end and online Deploy to production and sync to Web Server Simultaneous launch in back end and online 24x7 Online Sales Capability Sync product rules run independently of Back-End XML Web Services exposes product rules to web server Social Web campaigns can use same web services as Banca and Agency channel Web Applications (ISFBanca, ISFAgent) XML Web Services used for Sales Automation - Quotation, Illustration, eProposal Policy & Customer Enquiry

52. Multi-Channel Sales & Service :Insurance Application Architecture 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 18

54. Partners

58. CLOSINGREMARKS Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

59. Example: Respond fast to Competitorsusing Social Media effectively 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 22 An example of speed of response how using social media marketing impacts branding vs Watch Second Video at http://www.youtube.com/watch?v=J-Q6NBp8bCA Watch First Video at http://www.youtube.com/watch?v=bVO8o_PKvVg

60. Know Your Competitor Before Responding – Making Your Own ‘Truth’ on the Social Web 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 23

61. THANK YOU Private & Confidential | Copyright 2011 @ 121advisor Web : www.121advisor.com | Email : mail@121advisor.com Tel: +60-3-7498-5212 | Fax: +60-3-7955-6363 Follow Us : Facebook | Twitter | LinkedIn | YouTube | Webassurance.org Blog Address : Suite 1208, Level 12 Amcorp Tower, Amcorp Trade Centre, No. 18, Persiaran Barat, 46050 Petaling Jaya, Selangor 21 July 2011