Insurance Australia Group Ltd · ASX:IAG
Insurance Australia — Investor Presentation (May 2002)
22 slides from Insurance Australia's investor presentation, May 15, 2002
Slide 1: Sales & Marketing
Sales & Marketing Karyn Baylis – Head of Sales & Marketing 15 May 2002 Insurance Australia Group Limited ABN 60 090 739 923
Slide 2: Sales & Marketing
Sales & Marketing • The power of our brands • Direct sales – a core capability • Customer focus Insurance Australia Group Limited ABN 60 090 739 923 2
Slide 3: Our brands
Our brands Insurance Australia Group Limited ABN 60 090 739 923 3
Slide 4: Brands in Australia – where are we now?
Brands in Australia – where are we now? NSW / ACT SA WA QLD Stage of Power brand Emerging Established Challenger brands leaders player Evolve Launch Launch Launch A Acquisition/ A R A R R A R retention Insurance Australia Group Limited ABN 60 090 739 923 4
Slide 5: NRMA Insurance brand
NRMA Insurance brand The NRMA Insurance brand is most closely associated with the following attributes in consumers’ minds: NRMA – New South Wales and NRMA - Queensland ACT • Successful • Successful • Financially strong • Reliable • Helpful • Financially strong • Well managed • Helpful But • Friendl
Slide 6: SGIC and SGIO brands
SGIC and SGIO brands The SGIC and SGIO brands are most closely associated with the following attributes in consumers’ minds: SGIC – South Australia SGIO – Western Australia • Successful • Successful • Financially strong • Financially strong • Well managed • Fair claims handling But • Reliable • Expe
Slide 7: Our promise
Our promise • HELP with the basics • HELP beyond the claim • HELP in the community Insurance Australia Group Limited ABN 60 090 739 923 7
Slide 8: Direct sales - 88% of business is direct sales
Direct sales - 88% of business is direct sales • Large customer base – 5.35 million policies (Australia, ex-Victoria) – 3.2 million customers (Australia, ex-Victoria) • Cross-sell opportunity • Level of knowledge Insurance Australia Group Limited ABN 60 090 739 923 8
Slide 9: Direct channels
Direct channels Branches Call centres Website Agents/country service centres • Efficiencies to be gained • Major consolidation of branches completed – From 73 last year to 54 today • Our customers’ buying patterns are changing Insurance Australia Group Limited ABN 60 090 739 923 9
Slide 10: Call centres
Call centres • Calls per week 150,000 • Number of staff 760 FTE • Number of call centres 9 • Generate a growing proportion of revenue • National model of a virtual network Insurance Australia Group Limited ABN 60 090 739 923 10
Slide 11: Efficiencies to be gained
Efficiencies to be gained • Re-defining the experience for our customers – Sales – Service – Resolution – Claims • Productivity enhancement programme has begun in call centres and branches – Target to complete by June 2003 – Savings to be reinvested in the customer service experience Insurance Austr
Slide 12: Direct sales - Channel migration
Direct sales - Channel migration NSW Motor Insurance Quotes by Source 9 00 00 8 00 00 7 00 00 6 00 00 5 00 00 4 00 00 3 00 00 2 00 00 1 00 00 0 J u n-00 Au g-00 S e p-00 Oct-00 No v-00 De c-00 J a n-01 Fe b-01 Apr-01 J u n-01 Au g-01 S e p-01 Oct-01 No v-01 De c-01 J a n-02 Fe b-02 J ul-00 Ma r-01 M
Slide 13: Monthly internet usage for direct sales
Monthly internet usage for direct sales January ‘01 April ’02 Growth Unique visitors 92,231 131,831 43% Total transactions 67,467 86,603 28% Renewals 2,782 7,025 152% Estimates 46,601 80,968 74% July ‘01 April ‘02 New business 610 1,610 164% Insurance Australia Group Limited ABN 60 090 739 923 13
Slide 14: Customer focus
Customer focus • Insurance is a commodity product • The customer experience is a key differentiator • Emphasis on skilling and capability of customer contact staff Insurance Australia Group Limited ABN 60 090 739 923 14
Slide 15: Interlinked model
Interlinked model RESPONSIBILITY & ACCOUNTABILITY OUR BRAND VALUES FEEDBACK EMPLOYEE CUSTOMER FEEDBACK Insurance Australia Group Limited ABN 60 090 739 923 15
Slide 16: Interlinked model
Interlinked model OUR BRAND VALUES Company Service Service Business Unit Standards / Performance FEEDBACK Service Customer Monitoring and Standards & Principles Measurement KPI’s EMPLOYEE CUSTOMER FEEDBACK CUSTOMER FEEDBACK Insurance Australia Group Limited ABN 60 090 739 923 16
Slide 17: Interlinked model
Interlinked model OUR BRAND VALUES Company Service Service Business Unit Standards / Performance FEEDBACK Service Customer Monitoring and Standards & Principles Measurement KPI’s End to End Customer EMPLOYEE Experience Delivery Continuous Improvement Program CUSTOMER FEEDBACK CUSTOMER FEEDBACK Insur
Slide 18: Interlinked model
Interlinked model OUR BRAND VALUES RESPONSIBILITY & ACCOUNTABILITY Company Service Service Business Unit Standards / Performance FEEDBACK Service Customer Monitoring and Brand Values Standards & Principles Measurement and Services KPI’s Standards incorporated into HR processes • Induction End to End
Slide 19: Interlinked model
Interlinked model OUR BRAND VALUES RESPONSIBILITY & ACCOUNTABILITY Company Service Service Business Unit Standards / Performance FEEDBACK Service Customer Monitoring and Brand Values Standards & Principles Measurement and Services KPI’s Standards incorporated into HR processes Triple Bottom Line • I
Slide 20: Customer service an integral part of culture
Customer service an integral part of culture • Fundamental to our strategy is our ability to demonstrate that we are genuinely interested in and care about the people who are IAG. • This involves taking time and effort to: – Communicate – Train – Involve – Listen to – Develop – Acknowledge & congrat
Slide 21: In summary …
In summary … • Brand – Different emphasis in each market to leverage our brand promise • Direct sales – Strong capability with opportunities and plans to drive improvements to meet changing customer needs • Customer focus – Key differentiator with an emphasis to radically improve the customer experi
Slide 22: Questions
Questions Insurance Australia Group Limited ABN 60 090 739 923 22
Insurance Australia Group — Investor Presentation (May 2002) on 6ix