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Business Empowerment by IT
October 2015
“Innovation • Lean • Digital” alignment

 The most famous brand in Greek
Insurance Market
 The highest brand awareness (99%)
 2nd position with a market share of 9,6%
 Profit: €16 mil
 GWP: €365 mil
 Balanced presence in Non Life, Health
and Life Business Lines
 The only insurer with its own
Health and Assistance infrastructure
 Successful implementation of
multi distribution model
 The 1st direct insurer in Greece through
Anytime
 Innovative products in Investments,
Health, Assistance
 1.151 Group employees
(58% men – 42% women):
 Insurance 603
 Assistance 377
 Clinics 171
 1.100.000 unique customers:
 850.000 for INTERAMERICAN
 250.000 for Anytime
Data 2014

The new operating model
Changing
consumer behavior
 Wider use of internet
 Rise of smartphones
and mobile devices
 Role of social media
Rise of
Internet of Things (IoT)
 Digital devices and
sensors can now provide
data through the Internet
of Things (eg. Connected
homes, telematics etc)
Big Data Analytics
 Big Data Analytics is
revolutionizing data
analysis (real time data
from the IoT, data from
operations, social media
data)
Changing core systems
 Technology is changing core insurance
systems (claims payments, underwriting,
policy issuance, billing etc)
 Emergence of new IT offerings such as
cloud computing
Increasing and new regulations
 Solvency regulations are impacting insurer IT
systems
 Stricter EU Data Privacy and Protection laws
from 2015 and on

The new business environment
 Telematics can provide data
that may reduce fraudulent
claims
 Connectivity will reduce
some risks:
 health data may provide
early detection of health
problems
 homes fires can be
detected early,
 auto driving cars may
reduce driver liability
and decrease accident
rates
 50% reduction in home
risks due to
smart devices
 20% reduction in auto
risks due to
telematics devices.
On the other hand…
 Reduction of 20% is
expected in global
non-life premiums due to
technology impacts
 Over-regulated industry
 New risks are emerging
 Digital risks/Cyber risk
 Very hard competition
 Instead of the traditional
competitors new ones like
aggregators and
new digital entrants
can cause disruption

…transforming traditional to digital model
Explore and use all available digital technologies so that IAG can compete effectively
in the evolving insurance marketplace and can remain a relevant and attractive
choice for customers in the digital age.
…providing operational excellence through
lean operations
Establish within Interamerican a continuous improvement mindset through the
Lean principles & techniques, in order to enhance value in all areas of the profit
chain (customer, employee, financial value)
…facilitating Innovation (part of our DNA)
To establish a group-wide process of innovation at INTERAMERICAN in order to
expand into new markets and reach new customer segments, increasing our
competitiveness and generating high growth
Our business strategy
Business Empowerment by IT is taking place by…

Focusing on:
 a commitment to becoming the leading digital insurer in
Greece
 a profitable growth in all line of businesses achieving
market share increase
 Big data driven decisions and rapid execution
 a lean way of operation
 the enrichment of our multi-distribution strategy
through strategic partnerships
 the maximization of digital technology benefits
across all distribution channels and customer touch points
 the involvement of all business lines and company
functions to digital change
 the nurturing of a new corporate culture that inspires
innovation
 and most importantly, a heartfelt concern for delivering
true value to customers
 Develop an omni-channel experience
7
Our business strategy

Data transfer Analytics
Car
Data collection
OBD
Website
www.buythemile.gr
 An OBD device is installed to the OBD portal by the consumer to
count the kilometers, no GPS in place
 Positive reaction from the customers in the scope of a value for
money proposition
Develop innovative - digital products
Feedback
Customer

Self Driving Cars in Greece
 Trikala is one of the city candidates participating in CityMobil2 project. The
project is successfully integrating driverless intelligent vehicles in urban
environments with real traffic conditions, encouraging citizens to use them
 The self driving vehicles offer automated transfer to maximum 10. The
maximum speed doesn’t surpass the speed of 20 klm/ h. In addition the person
responsible for monitoring the movement of the Bus control center is considered
as the vehicle operator
 2014 Greek Parliament accepted law for research purposes under pilot
allowing bus urban releases circulating on road without presence of
a driver on board https://www.youtube.com/watch?v=L99XJg0qRVc&feature=youtu.be
 Anytime is insuring the buses for MTPL & Road Assistance
Develop innovative - digital products

Direct business champion
Visit online:
www.anytime.gr
or call:
801 11 30000

e-Pay
OBD
Developing the most attractive ecosystem
in order to..

Based on:
 Simplification
 Standardization
 Lean processing
Providing:
 Advanced tools
Targeting to:
 Easy to do business with
 One & Done approach
 Minimal administration costs
for our agents / brokers
Launching the «e-office»
To be the best choice for traditional sales channels

ASK ME the 1st extranet platform in
Greek insurance market for traditional
sales channels (agents and brokers)
providing:
 Access to customer data
 Full customer service capabilities
 Sales scorecards
 Remuneration data
 Sales networks remuneration
 Product & services information
 Sales & Marketing tools
 Market & competition insights
 Article clipping
 360o customer view
 Alerting (unpaid policies, maturities etc)
 Powerful search function
 Calendar function
 Emailing
 Customized presentations

 Immediate underwriting decision on all cases
 Automatic approval in the majority of cases (70%)
 Automation in replies for difficult cases
 Automatic creation of preliminary medical
examination form
 Increase of the salespeople productive time
 Unique experience and service for the customer
The average time of issuing a
Life & Health Insurance
policy is now 15 minutes
including online-real time
the payment
“
”
GENIUS the first underwriting system in
Greece, which automates the process of risk
assessment and policy issuance in Life &
Health, offering competitive advantages to our
intermediaries.

Digital based Shopassurance partners:
Channel is being developed on a combination of:
 physical product purchases for low cost insurances
(Road Assistance in a box in Carrefour shops)
 digital based purchases – online “points of sale”
for direct brand ANYTIME:
 Carrefour
 Shell,
 COSMOTE
 IKEA
 ATTIKI ODOS
Digital partnerships

iCare medi application running on tablets
in order to digitalize the communication
between our back office and our medi
network’s doctors.
To provide Unique Customer Experience

New e-Claims via assistance process:
 Motor insurance claims
 Application runs on tablets
 e-signature feature
 On the spot e-announcement via our road
assistance drivers

 The 1st Claims & Repairs Center,
unique in Greece, which brings together
all the car services
in one place:
 Claims announcement
 Damage assessment
 Claims adjustment
 Replacement car
 Car repair
 Compensation
 2.300 m2 garage
 70 people specialized staff
In 2014:
 more than 34.000 claims have been
managed and paid (customers & non)
 more than 3.600 from our customers’
cars have been repaired

Presence on:
 Facebook
 Twitter
 YouTube
 Google+
INTERAMERICAN & Anytime Social Media
Online Community:
More than
380.000 users

 Loyalty and rewarding
program for INTERAMERICAN
and Anytime customers
 Offers and discounts from
famous brands in Greece
Anytime Club:
 Launched: 07/2013
 32.720 members
INTERAMERICAN Club:
 Launched: 03/2015
 4.250 members
INTERAMERICAN & Anytime Loyalty Club
Data Q3 2015

Customer
Intelligence
Initiatives
Management
Execution
Segmentation
Campaign
Creation
Customer Value
Modeling
Trends Analyses
Predicting
modeling
Campaign
Management
Retention
Loyalty
Cross Sell
Up Sell
Call Centers
email
portals
Sms
smart apps
mail
Knowledge
Management
Customer
Data Mart
IIW Data Warehouse
Data Sources Analytics
Enterprise
Data
Warehouse
Source 1Source 1
Source 1Source 2
Source 1Source 3
Source 1Source 4
Source 1
Enterprise
CRM
Fraud
Data Mart
Reporting
Business &
Marketing
Analytics
Fraud
Detection
Analytics
To become Big Data champion

Focus on BIG DATA, improving
our Business and Customer
intelligence . Targeting to
effectively unlock the value of
data to deliver valuable insights to
customers will gain significant
operational and competitive
advantages.
To become Big Data champion
Predictive modeling| Segmentation Profiling
Analysis | Customer value | Reporting | KPI’s
Analytics | Optimization | Data mining
Better
Decision
making
Less lapses
More sales
Input
Market
Surveys
CRM
Data
Campaig
ns
Analys
ts
Customer & Business !ntelligence
Insights
Less costs

Focus on Customer Engagement Value
Strategic Focus:
Measurement:
Profitability:
Marketing
Processes:
• Create profitable new
products
• Short term focus
(accounting year)
• Event-oriented campaigns
• "One size fits all"
processes. ie. all customers
served with the same way
• Financial measures at
portfolio level, sales, market
share at policy level
From…

Focus on Customer Engagement Value
Strategic Focus:
Measurement:
Profitability:
Marketing
Processes:
 Maximize customer value
 Long term planning; profits
stemming from customer
loyalty
 Customer value campaign
ROI
 Prioritize
 Decision making and
measurements based on
customers share & lifetime
value
To…

The most digital insurer in Europe by 2020
Our Vision to become…

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IAG_Business Empowerment by Innonation-Lean-Digital IT alignment

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