Re-defining the customer
relationship in the digital age
Dylan Bryant
FST Media‟s Technology & Innovation – the Future of
Insurance conference, June 5th 2013
Agenda
•
Providing customers access to their data via mobile and web in real
time - online and app based platforms
•
Creating a central place for customers to view their entire insurer
relationship – MyZurich and Ace WorldView are leading the way
•
Sharing data analytics and benchmarking with customers – CSR’s
•
What’s next after the award winning Zurich Risk Room and Zurich MIA
projects?
The main purpose of the significant
investment is customer retention and
attraction
Providing customers access to their
data via mobile and web in real time
– Where are they headed in the next 5 years? Beyond?
– Evolving nature of IT strategy and what technology execs need to look at in the future
– Stay ahead of competition
– Innovate with the customer in mind
– Resource constraints
– Mobile platforms are crucial for customers and insurers
– Key issues and challenges the industry faces and how different organisations are
going about meeting them
– Legacy systems for claims,
customer policy information,
finance etc
– Similar approach from all carriers
by going down the path of a
dedicated customer portal
– Data analysis and upload onto the
platform
– Scalability
– Updateability
– Data privacy
– Data collection
Customer Portals
– Where are they headed in the next 5 years? Beyond?
– They will be crucial in winning and retaining business
– Evolving nature of IT strategy and what technology execs need to look at in the future
– Stay ahead of competition
– Innovate with the customer in mind
– Resource constraints
– Mobile platforms are crucial for customers and insurers
– Key issues and challenges the industry faces and how different organisations are
going about meeting them
– Legacy systems for claims,
customer policy information,
finance etc
– Similar approach from all carriers
by going down the path of a
dedicated customer portal
– Data collection
– Data analysis and upload onto the
platform
– Scalability – how much manpower
does it take to run the portal?
– Updateability
– Data privacy
MY
ZURICH
Online Portal
How does it work?
Zurich Risk Engineers complete your site risk assessments and compile the final information in the Global Risk Engineering Workstation (GREW)
Risk Engineering
Your International Program is implemented by the Zurich Network using Zurich’s International Program System (IPS)
International Programs
Global single point of entry 24/7 for Risk Managers & teams to information about your global insurance program, claims & critical business relevant risk data
International Programs
Risk Dashboard
Program Overview Report Claims Overview Report
Risk Data
MY
ZURICH
International Programs
Up to date data from your international program
Program Overview Report displays a
comprehensive set of your policy data issued
for a specific program for the past, current
and upcoming underwriting years
Claims Overview Report provides detailed
information about losses that have occurred
under a certain program over the last three
calendar years
Weekly data
updates
Reports in Excel
Easy to Use
No irrelevant
information
MY
ZURICH
Risk Dashboard
Access to your global risk information in one place
Up to date
information
Reports in user
friendly formats
Easy to Use
Detailed Information
The Risk Data area provides your detailed
risk data in a number of different formats,
making it easy to understand and analyse.
The Risk Improvement Actions section
allow you to see your outstanding actions
and update them as appropriate within the
application
Currently the focus is on data, target is
on „actionable knowledge‟
Knowledge
Information
Data
actionable
Specific and relevant
Complete accurate up to date
globally consistent
MY ZURICH is designed for scalability
and flexibility
Data Integration and caching
Portal Services
• Search
• Dashboard
• Event mgmt
• Alerts
• Settings
• Notification
• News
• Admin
• …
Security
• Authentication
• Authorization
• Self-registration
• Audit trail
• …
Application Management (“App Store”)
…
Business applications (“Apps”)
Claims Global Risk Improvement Maps Broker Support Global Risk Management
Global Compliance
Policy Admin Tax
Further developments MUST driven by
actual market demand
Today
Future
App App App App
App App App
Sharing data analytics and
benchmarking with customers
– Where are they headed in the next 5 years? Beyond?
– More and more customers want and need benchmarking that can be
sliced and diced according to industry, region, country and more
– Evolving nature of IT strategy and what technology execs need to look at in
the future
– The level of sophistication will be enormous with data being pulled from
multiple sources including internal and external platforms
– Key issues and challenges the industry faces and how different organisations
are going about meeting them
– Some are using risk engineers to provide data
– Level of detail to be provided
Automated Customer Service Reports
•
Enable better understanding of how
internal performance depends on the
customer and broker
•
Greater transparency with our
customers and brokers, meant
to improve overall performance
•
A tool to market our capabilities
•
Position the role of UW Service &
Support Specialists
The Zurich Risk Room
Structured insight into the complexities of
global risks
What is the Zurich Risk Room?
The Zurich Risk Room is…
…a proprietary global risk assessment tool developed by Zurich
…capable of analyzing complex interconnectivities between many
different types of risk
…designed to illustrate the impact of multivariate risks on individual
countries
…a key Zurich differentiator in the market and central to Zurich’s
Thought Leadership on Risk Interconnectivity
The Zurich Risk Room is a proprietary global
What is the Zurich Risk Room?
The Zurich Risk Room can…
…uniformly analyze up to 70 individual risks, in 6 categories, across 161
countries
…provide a historical trend analysis of country risk development
…Help Zurich and our corporate customers answer tough strategic
questions such as:
“Where should we invest next?”
or
Zurich MIA
Structured insight into the complexities of
global risks
Multinational Insurance Application
Comprehensive and easy to use
Choose your Line of
Business, country of
risk and business
scenario
Selected country(ies)
displayed
Non-admitted
information detailed
including variations
(regulatory & tax
information
The Multinational Insurance Application (MIA) is a unique tool that supports the crafting of
optimal solutions for out of territory (cross-border) exposures based on a consistent
factual background and helps to ascertain the customer’s optimal deal profile by ensuring
compliance with insurance regulatory laws and foreign insurance premium taxes in
approximately 180 countries.
Multinational Insurance Application
Comprehensive and easy to use
MIA encompasses information on:
−
insurance regulatory laws and
−
foreign insurance premium taxes.
MIA translates complex and detailed questions into
a semaphore type of information as this requires
a certain common denomination, MIA data is
Multinational Insurance Application
Other Tools and the Future
MIA provides information on insurance regulatory laws and foreign
insurance premium taxes covering the non-admitted perspective
only.
Axco and Lloyd’s Crystal Guide provide information on insurance
(regulatory) laws
The future of these and other tools will be in their ability to converge
data from different sources and streamline the data collection
Speaker Guidelines
Thank you for joining us as a speaker at our forthcoming Technology & Innovation – the Future of Insurance conference, taking
place 5 June at the Renaissance Harbour View Hotel in Hong Kong.
From the information we have gathered from our delegate evaluation forms, we have learned the most successful and effective presentations generally follow the below:
1.Consider your target audience: Who are they? What do they expect to learn? How is the topic you are discussing relevant to their roles?
2.Please refrain from product/service placement, i.e. provide an industry observer/expert viewpoint
3.For a 25 minute presentation, 15 – 20 slides is generally sufficient Headlines/titles in slides should be a font size between of 36 – 48 Text should have a minimum font size of 24 Keep graphics simple and clean
4.Your PowerPoint presentation should be a visual aid to illustrate certain points you would like to highlight; as opposed to text-heavy slides
5.Slides that include „fast facts‟ are generally better accepted than those that are text-heavy 6.Given the futuristic theme of our conference, please try to include points that highlight:
1.Trends to watch out for (both in the near and far term) relevant to your subject matter 2.What CIOs/senior IT or business leaders need to do to prepare for the future
Additional feedback from our delegates includes:
“PowerPoint can be used well; however, some presenters committed „death by PowerPoint‟ – this style is not engaging.”
“Would appreciate if you could make sure speaker slides are designed to be able to read – [there was] too much info and too small print in some [presentations]”
“Prefer presentations that don’t involve speaker reading from a script.” Topics delegates would like covered:
“More focus on future trends 5 – 20 years out.”
