What's Insurance 2.0? Why Insurers need to embark on it? What to do and how to implement Insurance 2.0? These are the common questions with Insurers these days. In this presentation, Don shared the rationale, the strategy and the methodology on why, what and how Insurers are to move forward with Insurance 2.0.

1. 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor INSURANCE 2.0The Way Forward Insurance 2.0 : The Rationale and The Strategy By Don Tan, Senior VP Business Consultancy

2. Insurance 2.0 : The Way Forward 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 2

3. WHY Insurance 2.0 :The rationale Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

6. Owner = Power21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 4

7. INSURANCE 2.0 Insurance 2.0Evolving Role of Internet / Web for Insurance & Takaful Web 2.0 Social Personal e.g. Social Network Marketing Friend’s Review & Feedback, Expert / Blogger’s Advice … … Transactional e.g. Simulators - Need Analysis - Product Advisory - Self-Service Process … … INTERNET Interactive e.g. E-Cover Note - E-Proposal - Online Sales … … e.g. Online Quotes - Games - Contests - Request Submission … … Informational e.g. Corporate Websites - Product Catalogue - Downloads … … Web 1.0 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 5

9. Gen-Y fancy on Internet, Social Network & Mobility

10. Trend & Choice of Communication / Information channel21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 6 Watch “Social Media in Plain English” Video at http://vimeo.com/groups/23930/videos/11551721

11. WHY Insurance 2.0Where Consumers Are : Social Web ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 7 11.3 mil Malaysians Members > 3 billion views per day (average person spent 15 min a day on YouTube) 726 million 200 million > 200 million Blogs 119 million 3.7 million articles 15 million Wikipedians 24.5 million pages

12. WHY Insurance 2.0How Consumers prefer to Interact : Where They Are ! If insurers are serious about getting closer to their customers, they should forego conventional “channel” strategy development and instead focus on quality interactions.Based on input from more than 21,000 consumers in 20 countries, we believe insurers need to create an interaction mix that appeals to their particular target audiences. To find out what matters, insurers need to take a different approach to segmenting their customers – one based on psychographicsnot demographics. December 2010 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 8 IBM Institute of Business Value

13. WHY Insurance 2.0How Consumers Evaluate Your Brand : Social Web ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 9 the most credible spokesperson a company can have is a "person like me”… the share of people who trust “a person like me” more than they trust brands or organizations is increasing globally… Brand? Product? Service? global survey 2010  agent bank

14. WHY Insurance 2.0What Consumers Expect to have : Rich Experience and Fun ! Games Simulator Advisors Characters 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 10

15. WHY Insurance 2.0Where Consumers Prefer to Shop Next : Online ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 11 Growing Trends

16. WHY Insurance 2.0How Consumers Talks about You : You can’t Control ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 12 If you worry about losing control in the age of social media, stop. It has already happened — you no longer control the majority of the information that people hear or trust about your brand.

18. Gen-Y fancy on Internet, Social Network & Mobility

19. Trend & Choice of Communication / Information channel

20. Lower Distribution Cost, More Competitive Pricing

21. Lower Cost for Marketing, Larger Pool of Leads / Market

22. Lead generation of younger prospects for Agency force21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 13

23. WHY Insurance 2.0Web Channel : More Competitive Pricing 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 14 Australia: Online Aggregators Threaten Insurers’ Premium Revenue An estimated A$1.8 billion (US$1.97 billion) of commercial and personal insurance premiums are at risk for Australia’s largest insurers from so-called “contestable platforms”, technology that allows brokers and customers to compare prices of products online

25. Brand Experience

26. Brand Campaign

27. Family

28. Friends

32. Gen-Y fancy on Internet, Social Network & Mobility

33. Trend & Choice of Communication / Information channel

34. Lower Distribution Cost, More Competitive Pricing

35. Lower Cost for Marketing, Larger Pool of Leads / Market

36. Lead generation of younger prospects for Agency force

37. Competitor’s entry to the Insurance 2.0 space

38. Customer retention against Competitors and New Players

39. Stay Relevant and position in Market place21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 17

40. WHY Insurance 2.0Taking Lead and Stay Ahead ! 5 6k 2 167k 59k 4 1 157k 3 3.0m Updated May.2011 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 18

41. WHY Insurance 2.0Taking Lead and Stay Ahead ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 19 3 millions listeners!

42. WHAT TO Insurance 2.0 :the strategy Trends Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

43. Insurance 2.0Evolving Role of Internet / Web for Insurance & Takaful INSURANCE 2.0 Feedback Management Social Personal e.g. Social Network Marketing - Feedback / Reviews - Online Advisor … … Customer Service & Retention Transactional e.g. Simulators - Need Analysis - Product Advisory - Self-Service Process … … Commodity Sales (also Complex Products later) INTERNET Interactive e.g. E-Cover Note - E-Proposal - Online Sales … … Marketing & Lead Generation e.g. Online Quotes - Games - Contests - Request Submission … … Informational Information Delivery e.g. Corporate Websites - Product Catalogue - Downloads … … Web 1.0 Source : Evolving Insurance Channel Roles – 2009 & Beyond, GARTNER 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 21

44. Insurance 2.0 StrategyCommon Dilemma of Insurance Companies 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 22

45. Online Consumer Life CycleManaging Consumer Experience Effectively with CEM 2.0 targets / leads aggressors advocates ATTRACT USE e-commerce suspects internet sales online sales customers e-business EXPERIENCE OWN opportunities prospects INVOLVE 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 23

46. Consumer Experience Management 2.0Connecting Conversation to Conversion 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 24

47. Consumer Experience Management 2.0Applying the Right Web 2.0 Value to the Right Audience 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 25 Contest Microsite Games Reminders Point-of-Sales Simulators

48. Insurance 2.0 : A Webassurance ChannelComplementary and Supplementary to all Channels AGENCIES WEBASSURANCE BANCA TELEMKTG CYBER AGENTS PARTNERS BRANCHES 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 26

50. Internet Campaigns

51. Online Advertisements

52. Self Services

53. Online Support

54. Feedback Management

55. Web 2.0 Presence

56. Social Community

58. Qualify Leads/Prospects

59. Virtual Advisory

60. Internet Sales

61. Online Underwriting

62. E-Policy21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 27

63. HOW TO INSURANCE 2.0THE METHODOLOGY Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

65. Attractive Presentation

66. Concise & Updated Content

67. Personalized

68. Clear Strategy

69. S.M.A.R.T Objectives

70. Feasible Model

71. Pricing & Rewards

72. Relevant Values

73. Unique & Special Features / Fun

74. Effective Attractions

75. Efficient Communication

76. Unique Branding

77. Simple & Minimal Steps

78. Guided & Online Help / Response

79. Private & Secured

80. Connected End-to-End Process

81. Straight Through & Seamless Flow

82. Authentication & Security

83. Channel Conflict Managed

84. Cross-Channel Collaboration

85. Tracking & Monitoring

86. Agile Development

87. Experience-focus Design

88. Customer-oriented Support21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 29

89. Webassurance Strategy ConsultancyOperationalize Webassurance as Your Insurance 2.0 Channel Strategize To analyze and assess Insurer’s Go-To-Market conditions, Sales and Offerings positions, and Implementation capabilities for Webassurance Analyze To define Market Strategy and Offerings Strategy, perform Impact Analysis, prioritize and propose an effective, realistic and long term Webassurance Strategy Plan for Insurer Organize To plan and propose the Detailed Implementation Action Plan in phases, and mobilize the Resources for the Implementation of Webassurance for Insurer upon approval Realize To execute the Detailed Implementation Action Plan to bring Webassurance live for Insurer Improvise To perform Post Implementation Reviews at the end of each phase or key milestones, assess the achievements, recommend, and fine tune the Implementation Strategy and/or Action Plan where required, continuously 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 30

90. Webassurance Strategy ConsultancyOperationalize Webassurance as Your Insurance 2.0 Channel Strategize To analyze and assess Insurer’s Go-To-Market conditions, Sales and Offerings positions, and Implementation capabilities for Webassurance To define Market Strategy and Offerings Strategy, perform Impact Analysis, prioritize and propose an effective, realistic and long term Webassurance Strategy Plan for Insurer Analyze To define Market Strategy and Offerings Strategy, perform Impact Analysis, prioritize and propose an effective, realistic and long term Webassurance Strategy Plan for Insurer To assess the Strategy defined, perform Impact Analysis, prioritize and propose an effective, realistic and long term Webassurance roadmap Organize To plan and propose the Detailed Implementation Action Plan in phases, and mobilize the Resources for the Implementation of Webassurance for Insurer upon approval To plan and propose the Detailed Implementation Action Plan in phases, and mobilize the Resources for the Implementation of Webassurance for Insurer upon approval Realize To execute the Detailed Implementation Action Plan to bring Webassurance live for Insurer To execute the Detailed Implementation Action Plan to bring Webassurance live for Insurer Improvise To perform Post Implementation Reviews at the end of each phase or key milestones, assess the achievements, recommend, and fine tune the Implementation Strategy and/or Action Plan where required, continuously To perform Post Implementation Reviews at the end of each phase or key milestones, assess the achievements, recommend, and fine tune the Implementation Strategy and/or Action Plan where required, continuously 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 31

92. Business Models

94. Web Channel Framework

96. Online Product Framework

97. Services / Product Tools21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 32

98. Webassurance Strategy ConsultancyHOW to implement Insurance 2.0 effectively Strategize Analyze To assess the Strategy defined, perform Impact Analysis, prioritize and propose an effective, realistic and long term Webassurance roadmap Organize Assess Prioritize Propose Decide Realize Costs-Values-Analysis Improvise GO Values / Returns No-GO Costs / Risks 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 33

99. Webassurance Strategy ConsultancyHOW to implement Insurance 2.0 effectively Strategize Analyze Organize To plan and propose the Detailed Implementation Action Plan in phases, and mobilize the Resources for the Implementation of Webassurance for Insurer upon approval Realize Improvise 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 34

100. Webassurance Strategy ConsultancyHOW to implement Insurance 2.0 effectively Strategize Analyze Organize Realize To execute the Detailed Implementation Action Plan to bring Webassurance live for Insurer Improvise 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 35

101. Webassurance Strategy ConsultancyHOW to implement Insurance 2.0 effectively Strategize Analyze Monitor Manage Organize OPERATIONAL Realize Revise Review Improvise To perform Post Implementation Reviews at the end of each phase or key milestones, assess the achievements, recommend, and fine tune the Implementation Strategy and/or Action Plan where required, continuously 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 36

102. Use CEM 2.0Applying the Right Web 2.0 Value to the Right Audience 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 37 Contest Microsite Games Reminders Point-of-Sales Simulators

103. Use CEM 2.0Internet Web 2.0 Tool Effectiveness Matrix Example  Very Useful  Useful  May be Useful 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 38

105. For Insurance purposes, they are usually used to trigger awareness and attention to the Users on their needs for protection, investment, and/or savings so that they will purchase Insurance policies.

107. Simulators usually do not transact any sales of policies, but will lead to Point-of-Sales engine/webpage when prospect intended to purchase.

108. As life progress and statuses change, users may return to the simulators to perform simulation based on their latest statuses.21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 39

109. 121advisorfor INSURANCE 2.0 Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

111. Solution Implementation

112. Outsourcing & Managed Services

113. Campaign Execution

114. Web Business Strategy

115. IT Strategy Planning

116. Requirement Elicitation

117. Business Process Innovation21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 41 Webassurance Channel Implementation

118. Web 2.0 Portal Management Webassurance for Life & General Channel Management Solution S.a.a.S Solutions Webassurance Strategy Consultancy Cyberagency Strategy Consultancy Web Application Hosting & Management Social Media Outsourcing Services Social Media Management Application Processing – Chat Agents – Site Mgmt Artwork – Blog – Content – Design – E-Learning – Games 121advisor : Complete Solution & ServicesInsurance & Takaful 2.0 Enablement 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 42 Setup – Monitor – Report – Engage - Manage

119. More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 43

120. 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