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AG Insurance

Agency Service Management

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Our Customer Base

We insure

3.5 millionprivate individuals

and

240,000companies.

Nearly 50% of all households have a policy with us

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21.6%

Our total Market Share

Bron: Assuralia, statistieken 2014

Other

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27.7 %

Our Life Market Share (2014)

Other

excl. 1st pillar

source: BGAAP annual reports, 2014(based on AUM)

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Assets under Management

LIFE56.3 billion

source: AG Insurance (in EUR millions)

41 500 43 000 46 500 46 80051 800 50 320

6 700 6 0006 000 6 400

5 800 6 020

2010 2011 2012 2013 2014 2015

branch 21 branch 23

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4,000independent brokers

306Fintro agents

Bank insurance via

789BNP Paribas Fortis

branches

6Bank van Breda

branches

670bpost bank branches

B2Bwith large corporate accounts, consultants and international networks (Employee Benefits)

Integrated Multi-Channel Distribution (bank insurance, brokers and B2B)

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Expertsin each of our areas of activity

A Staff of More than 4,400

Support services

Life Non-Life Employee Benefits

HR & Communication IT Audit Risk Facility …

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Agency Service Management

Life Insurance Bank Channel

• 3M contracts• 1M contract modifications per year

• Phone• Email• Letter

• 300 employees

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Initial situation

Previous Solution

• High IT cost for business evolutions• Non-standard development platform• Performance issues• Limited community• Mismatch between platform and requirements

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System Requirements

Project Drivers

Organizational Requirements

Efficient and stable Strong reporting capabilities Functionally expandable

Paperless Work@Home Workload follow-up

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Solution overview

Life Todo Management

Back-end Systems

Batch

Tod

oge

ne

ration

Tod

oge

ne

ration

Biztalk Queue

DWH

Reporting

Tod

oC

reat

ion To

do

Mgt

Populate

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Life Todo Management

Solution overview

Back-end Systems

Batch

Tod

oge

ne

ration

Tod

oge

ne

ration

Biztalk Queue

DWH

Reporting Dashboarding

Tod

oC

reat

ion To

do

Mgt

Populate

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Success Factors

Project Management

Results

Detailed requirements analysis Iterative design approach

(3 sprints) Direct business implication Follow package philosophy

On time Below budget (~10%) High user satisfaction

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Business Impression

Better performance and system stability Search criteria more conform to business requirements

• Multi-criteria, with exclusion of certain values• Search on date• Predefined selections + possibility to combine classic filters with graphical filters

History Segmentation of Business parameter maintenance

• « Business » Parameters maintained by Business (not IT)

Integrated reporting Ease of screen modification to add new items

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Gradual Roll-Out

0

20000

40000

60000

80000

100000

120000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

ToDo Created per month

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Dashboard

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Future

Projects on the Horizon

Case management Integration with document archival system Integration with telephony system

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MS Dynamics CRM @ AG Insurance

Other Initiatives

ToDo/Case management for other Businesses Sales Management Sales network activity Management …

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Supporters of your Life

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