Capital Markets Day 2017 - Showcases - Helvetia · Capital Markets Day 2017 Carsten Sallaba, Head of SAP CRM Competence Center . 3 focus pillars of the CRM & PRM framework to strengthen

Showcases

Your Swiss Insurer.

Helvetia Group

Capital Markets Day 2017

Digital insurance

in Germany

Your Swiss Insurer.

Helvetia Group

Capital Markets Day 2017

Torsten G. Müller,

CIO / CDO Germany

InsurTech first-mover are struggling, remain far

behind expectations and try to expand their value

chain and product range (e.g. Knip, Clark &

GetSafe)

First real digital insurer are showing up (ONE,

Coya, Flypper & Ottonova)

Germany is the European hub for digital insurance

business models (e.g. Friday from Basler)

Consolidation in MVP environment is eliminating

competition!

Helvetia is on the best way to become the leading 100% digital insurer in Germany

3 |

MARKET TRENDS STATUS QUO HELVETIA

Helvetia started early to focus on technology and

digitalisation (since 2014)

100% share of automatically running business

processes for digital businesses

Real-time credit worthiness check

Payment options including PayPal and credit card

Fast and excellent time to market capacities through

in-house product development and actuarial services

Helvetia is market leader in interfaces (open APIs)

Helvetia Digital Sales

4 |

Pipeline + Partners LIVE

HouseholdVIVA (inkl. Smartplus, Bike, Bikeplus , Sportplus ,

ARAGwebaktiv)

Animal health, Privat liability, Moped

Q3 2017

Car, Smart & Easy, Accident

Q4 2017

Residence, Photovoltaic, General Electronic

Partners / Potentials

HouseholdVIVA

We build the 1st digital claim pay-out solution in cooperation with amazon

5 |

Customer first

“Our Goal is to make our Customers

happy“

• Consequent digital market research and

highly flexible IT-systems allow us to adopt

trends quickly

• Implement customer centric culture and

services (e.g. real time claims payments)

Helvetia Claim powered by

1st mover early

adopter

Digital Agency

Horgen

Your Swiss Insurer.

Helvetia Group

Capital Markets Day 2017

Sascha Wesselmann,

Process Manager

With our digital agency we meet customers’ needs of getting first class

personal advice in an efficient manner

7 |

Videoconsulting started as a pilot in 2016 in our General Agency

Horgen/Knonaueramt

8 |

Kick-off in 11/2016 as a pilot

20 sales representatives in one agency (Horgen/Knonaueramt)

Training on the job & communication training

Promoting and marketing

Exchange of experiences

Zurich

Let’s have a closer look

Horgen

Customer’s view

85% of the surveyed

customers would

recommend videoconsulting

Internal view

50% of the sales

representatives are satisfied

High savings potential

regarding time and travel

expenses

Very positive feedback from customers and sales representatives –

further expansion to 150 sales representatives

9 |

Providing the best quality and Intense focus on our customers

Recognise customer needs

Increase customer satisfaction

Gathering experience regarding customer

requirements and acceptance

Completion of communication channels

between customers and Helvetia

Increase sales efficiency

Expansion to 150 sales representatives to

gather more experiences

Highest convenience

Gathering as much information as possible

Next steps

1

Helvetia Good

Driver &

telematics

Your Swiss Insurer.

Helvetia Group

Capital Markets Day 2017

Marc von Wartburg, Digital &

Business Transformation

With Telematics@helvetia we shape our future motor solutions towards

market & customer behaviour trends

11 |

Motor markets as strategic pillar of Helvetia Group

Important part of private and commercial client offering

One third of overall non-life portfolio

Dynamic market environment under price pressure, but also new opportunities

Technology influences motor market

Impact of "Advanced driver assistance system" (ADAS) in motor pricing

New possibilities to measure driving behaviour and motor pricing analytics

Changing customer behaviour

"Quantified-Self" as emerging trend to change customer behaviour

Smartphone Usage influencing driving behaviour and overall lifestyle

Evolution of car usage (e.g. car sharing)

We advance our products from basic capabilities to a Holistic Product

Offering

12 |

Today Target Picture

Current & Future Use Cases

'Seamless' Mobility

Future use cases

Holistic Product Offering

HI Drive Box

Italy & Viasat

(Black Box & App)

Establish Smart Data

Telematics

HELVETIA GOOD DRIVER

Cooperation with Helvetia Spain

& Telefónica I+D

Strengthening of product

offerings with added value

services

Comprehensive Helvetia service

offerings or integrated in service

offerings of external partners

Establish telematics

analytics, scoring & more

individual pricing capabilities

Helvetia Good Driver

HI Drive Box

Drivies

Helvetia Good Driver

Live Demo

13 |

14

Helvetia Good Driver

Increased customer interaction & engagement

CRM/PRM at

Helvetia

Your Swiss Insurer.

Helvetia Group

Capital Markets Day 2017

Carsten Sallaba,

Head of SAP CRM

Competence Center

3 focus pillars of the CRM & PRM framework to strengthen our customer

relationships and leverage and scale CRM/PRM as leading tool

16 |

Omni-channel

management

Goals:

Create hot qualitative leads

Cover-efficient Task Management

Sales Cockpit

Increase cross-/up-selling

Lead & Activity

Management

Goals:

Document customer touch points

Provide PRM capabilities

Telephone integration for HSC

CRM/PRM rollout in all BU's

Customer portal integration

Goals:

360° Customer/Partner view

Complete customer interaction history

Fast and easy access to CRM/PRM

Integrate Customer/Partner analytics

Customer/Partner

360° Information

Leverage and scale CRM/PRM as the leading contact tool in all BUs and

integrate CRM/PRM into business processes

Strengthen and enlarge customer/partner relationships

with efficient sales & service processes

CRM integrated in all service areas

& omni-channeling basis Contact center & online integration

Fully operative PRM in all market units

Multi touchpoint capabilities

Mobile CRM & PRM in all CRM market units

operative

Leveraging the multistep CRM/PRM journey

17 |

Phases

Today Vision

Focus 2017&18

Scaling of CRM & PRM & leverage

with analytics Next generation lead mgmt (integrated

marketing loop)

supported by smart data & analytics & customer

values

Continuous 360° improvement Continuous development of "mobility"

Leverage & increase business usage

Improve CRM/PRM with user feedback

Nearshoring development in place

Operationalise offer tracking

Inclusion of KPIs

Project: Customer

Interaction Center

Project: Leveraging CRM &

PRM

Project: Online

Project: Fit for modern

omni-channeling

Project: Smart data

analytics

Good example of international scaling

18 |

Implementiert

Agile project management and

piloting

With design thinking and pilot

group user feedbacks have been

reflected very soon.

Global template approach as

accelerator

For CRM all experiences and best

practice have been adopted

successfully.

Future resourcing-mix

Enhancement of the local team in

Switzerland with nearshore

capacities from TechEdge

Consulting (Spain).

Solid architecture and new

ways of thinking

Thanks to agility we built a solid

infrastructure which is secure

and able to scale - despite short

time to market.

" A great version one, it focuses on the

essential CRM capabilities abroad. I

love the usability and the performance."

SMILE.DIRECT

THE DIGITAL ATTACKER

QU

ICK

AP

PLY

( )

smile.direct – digital from the start

20

Largest Swiss

direct insurer

By digitally attacking the Swiss

insurance industry for years

Highest customer

satisfaction

By offering the most simple and convenient

digital processes

Best positioned to

be a digital

enabler

By providing an ideal structure for successful

implementation

OUR TARGET GROUP –

DIGITAL SAVVY FAMILIES

QU

ICK

AP

PLY

( )

Why families matter to us

22

3 High value of

customer group

Families are a large & valuable

customer group for us

1 Increased

security needs

Families highly value security –

so do we

2 Good access to

customer group

Families need high quality for a

small price – our offer

FRICTIONS OF YOUNG

FAMILIES

QU

ICK

AP

PLY

( )

Main frictions in the daily life of young families

Communication with

the school

Organization Security

...

2 1 3

OUR VISION

QU

ICK

AP

PLY

( )

Our vision of an integrated digital solution

26

A smart family assistant that

playfully simplifies the daily life of

Swiss families and enables the

connection in an individually relevant

network.

SMILE.DIRECT SPEEDBOAT OF HELVETIA

QU

ICK

AP

PLY

( )

AGILE FAST DIGITAL

Agile mindset as part of our

culture

Setup as the speedboat of

Helvetia

High digital skills as the No. 1

direct insurer

We are ideally positioned to realise our vision

Helvetia

Chatbot

Your Swiss Insurer.

Helvetia Group

Capital Markets Day 2017

Florian Nägele,

Business Development

As one of the first insurance companies in Europe, Helvetia has already

concluded contracts via Chatbot

Chatbots are AI-applications that live inside a messaging

app like WhatsApp

They allow a user to have a conversation with a service

instead of downloading an app or visiting a website

Chatbots are easy to use and they can deliver a highly

personalised experience

"Bots are the new apps…"

Satya Nadella (Microsoft CEO)

30 |

Chatbots open new digital accesses to customers

31 |

In a few years, a consumer will hardly wait for a service hotline

Chat over a messenger app on a smart device is becoming the most important form

of communication between consumers and service providers

Insurances without high degree of automation in their customer communications will

suffer significant competitive disadvantages

The results of our 1st MVP exceeded our expectations

Customers 136

Responses 68 response-rate: 50%

Fully automatic contract renewals 16 conversion-rate: 24%

Additional leads for sales agents 15 opportunity-rate: 22%

1st Helvetia Chatbot

32 | 32

33

June 2017

HELVETIA CAPITAL MARKETS DAY Dr. Stefan Heitmann, CEO & Founder MoneyPark

34

Best choice

Best rates %

Maximum convenience #1

mortgage broker by volume in

less than 4 years

MoneyPark: #1 mortgage broker in Switzerland with clear customer value add

35

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CH

F

m

All Banks Raiffeisen banks Cantonal banks Major bank Regional banks and savings banks

MORTGAGE VOLUME IN SWITZERLAND

A 1‘000 bn CHF market

growing at 2-5% p.a.

A home ownership rate of still

<40%

The most immature mortgage

brokerage market in the

(developed) world 2%

65%

75%

80%

BROKERED MORTGAGES (in %)

MoneyPark‘s business potential: waking up a (sleeping) giant market

36

Quelle: MoneyPark

MoneyPark technology increases advisor

productivity by 3-4x

Mortgage advisory platform

Online mortgage platform Online ETF Savings

Plan

MoneyHome

And much more: CRM, BI, partners and B2B platforms, etc.

Open architecture platform for retirement solutions

We love technology and strive for the optimal combination of men and

machine

37

SELECTED GROWTH DRIVERS

• 8-10% market share • Up to 10bn volume

GOAL FOR 2020+

Mortgage volume (CHF m)

148 272

650

1'000

1'700

2013 2014 2015 2016 2017FC

CAGR=84%

X-selling from mortgage into other products

CAGR=184%

1%

26%

49%

58% 65%

2013 2014 2015 2016 2017FC

# customers

CAGR=56%

9’400

20’000

31’1’00

43’500

56’500

2013 2014 2015 2016 2017FC

# product partner

CAGR=96%

21

59

72

84

102

2013 2014 2015 2016 2017FC

Figures are rounded

MoneyPark‘s vision 2020+: 8-10% market share

38

How MoneyPark can benefit from Helvetia...

• Swiss-wide sales organization • Complementary product spikes • Stability and long-term horizon

...and vice versa

• How to make technology a „sales best friend...“ • Execution mindset & rigorous drive for impact • Fee-based advisory models

MoneyPark & Helvetia: a true partnership with mutual benefits

Branches in:

Zürich, Bern, Basel, Baar, Fribourg, Wil, Baden,

Lausanne, Luzern, St.Gallen, Solothurn,

Winterthur, Rapperswil, Rheineck, Schaffhausen,

Sursee, Baden, Minusio, Volketswil, Dietikon