sap canada insurance customer experience pov 20150309 (006)

Engage Customers Like Never Before

Digital Transformation in Insurance

March 2015

SAP Point of View

Run Simple

Table of Contents

Executive Summary 4

SAP: Your Partner in Innovation & Transformation 5

The SAP Solution 10

Why SAP? 26

SAP proprietary and confidential | 3

deliver an exceptional customer experience during the

acquisition and onboarding stages

Streamline and integrate processes to eliminate

redundancies, provide self-service capabilities, and

increase visibility into middle office and back office

processes

Modernize the underwriting process to capture near real-

time data that underpins customer behavior for improved

alignment in pricing and risk

New technology is needed to enable key business capabilities that propel insurance companies in the

ever changing digital era

Executive Summary

The insurance industry is evolving faster than ever.

Customers are well-informed, demanding, and connected.

Providers need to establish a stronger customer orientation,

build deeper relationships with customers, and deliver more

relevant products to market faster.

New regulations, dynamic capital markets, and mergers and

acquisitions abound. Insurers face stiffer competition for

educated customers from traditional and nontraditional

players using new technologies. These factors can lower

earned premiums and reduce the resources available to

serve customers.

In the future, customers will soon be able to change their

insurer as easily as they change television channels. To

succeed, insurers must provide a rich “customer

experience” and not just “financial services” along every

step of the customer life-cycle.

Innovations in distribution and product development and the

effective use of technology can guide sustainable growth for

successful insurers in the future but many insurers will need

to transform their legacy systems to support the critical

business capabilities needed to propel them in the ever

changing digital era.

Leading insurers are undertaking transformation programs

to differentiate themselves by delivering an exceptional

customer experience across the customer lifecycle:

Optimize their distribution network and find the balance

between direct and intermediary business to service and

Leading insurers are taking on initiatives not only to run better but to deliver superior customer experience by truly

connecting with customers along every step of customer life-cycle.

Executive Summary

SAP's Proposal

For over 40 years, SAP has kept pace with the changes in

the corporate organization methods and with technological

breakthroughs. Today, SAP remains in the forefront of

innovation, thanks to its research and its products in fields

including advanced as in-memory, real-time analysis, cloud

computing, and its new dedicated digital business solutions.

SAP believes that good companies can become best in class

through ongoing benchmarking of their capabilities with those

of their industry peers, thereby continuously raising their

performance levels (see next page for details). SAP proposes

to demonstrate the tight strategic fit between SAP’s offering

and digital insurers needs for simplification, durability, and

innovation. Beyond cutting costs, and in a world where

change is the only constant, the true challenges lie in

promoting strength, creativity, and proactivity with the

customer in mind.

4 | SAP proprietary and confidential

achmea Innovates & Transforms its Business with the Help of SAP

SAP: Your Partner in Innovation & Transformation

“We firmly believe that

we are in the middle

of a transformation,

from an organization

based on paper to a

digital future. My

ambition is to

transform the

company for the

digital world. SAP is

helping Achmea to

run better.”

Dimitri Van Dyck, Director of

Strategy and IT Governance

Achmea is the leading insurance provider in the Netherland, providing health, life, and non-life insurance products to 50% of

Dutch households. When the company executives started to rethink the future direction of the company, they turned to SAP for

help. SAP in turn helped assess achmea’s capabilities to manage five digital drivers that transform business models in the

insurance sector. Through a series of collaborative engagements, SAP helped achmea assess current state of key capabilities

across customer intimacy, operational excellence, innovation, corporate culture, and IT excellence and devised 5 year

strategies and plans to close the gap in areas where achmea was lagging. Since, achmea has worked with SAP to execute

against the devised plans and is well underway to achieve their aspiration to becoming the trusted digital insurer by 2020.



SAP Continues to Innovate and Help its Customers

Since its creation in 1972, SAP has been a precursor of major technological and functional

innovations.

After having supported our customers with their internationalization using products dedicated

to finance, SAP, its 20,000 developers, and its partners are now working every day on the

successful digital transformation of our customers.

10s 00s 90s 80s

Mobility

The real-time

enterprise

Internet

Extended business

processes

Client-Server

Integrated business

processes

Mainframe

Standard

software

Today and the future

• Customer Intimacy

• Omnichannel

• Operational performance

• Connected objects

• Co-innovation

• Cloud

• …

The digital

enterprise



“Today’s employees and consumers are networked and on the move.

Great products alone are no longer enough to earn their loyalty.

Businesses have to provide a next-generation experience, tailored

completely to the individual. SAP is driven by a relentless passion to help

our customers innovate to win. We deliver the industry solutions and the

real-time platform for enterprises to run like never before.”

Bill McDermott, CEO, SAP

SAP Suite of Insurance Solutions Provides a

Comprehensive Platform for Digital Transformation

Digital transformations have to begin with embedding customer centricity and agility in

everyday operations to build the necessary foundation for further transformation.

Enhance billing and financial capabilities 3

1 Deliver a front end for customer intimacy &

channel agility as a platform for innovation

Scale core processing capabilities for

automation & increased visibility 2

Further exploit the technology platform for

innovation 4

The SAP for Insurance set of solutions

addresses the full scope of digital transformation

in every step of customer life cycle.

• Direct selling to customers plus assisted

selling via brokers and agents with fully

managed quotation processing

• Agile product configuration to the degree of

automation you need, such as straight-through

processing on less complex products and

flexible renewals

• Efficient policy and claim administration

• Efficient commission management, billing, and

payment capabilities

• Integrated, scalable, and open technical

platform, easing implementation and

maintenance to reduce TCO

The SAP for Insurance solutions provide a

proven basis for your insurance operations, both

now and into the future.



SAP in Insurance



4,900+ Insurance and Reinsurance Customers

19 of Top 20 Global Insurance Companies Run SAP

Solution Capabilities Benefits

SAP’s Omnichannel solution:

• Offers unified knowledge of the customer, regardless

of the point of contact

• Allows the customer to have a consistent vision of

services and offerings on all channels

• Makes real-time personalization of offers and content

on the Internet possible based on the customers’

profiles

• Can be deployed quickly, on premise or in the cloud

• Can be integrated without changing the existing

product and policy management systems

• Improve the customer experience

• Decrease total cost of ownership thanks to a single

multichannel platform (vs. silo-type approaches for each

product)

• Increase the conversion rate with personalized content that is

optimized according to areas of interest and navigation habits

of the policy holder

• Maximize the segmentation and differentiation strategies

• Optimize integration with the existing data and transactional

systems

• Benefit from innovations from other industries: usage-based

billing, the Internet of Things, contactless payment, etc.

Implement a Front-End Innovation Platform for Customer

Centricity & Channel Agility

Direct to Customer Channels

40% Increase in

total online

sales

“After implementing SAP, we increased our revenue, thanks to this new channel. We are delighted to

have opened the way for internet sales in this sector in Turkey.”

Levent Buluşan, Marketing Director for Alternative Sales Channels, Ray Sigorta A.Ş

21% Increased

conversion rate

#1 Omnichannel

platform

40% Increased

visits

Today, customers are more willing to use online channels when interacting with insurers but expect simple, easy

to use websites, personalized offerings, simple explanation of products, and greater reassurance on privacy.

hybris, an SAP company, delivers a best-in-class Omnichannel platform for insurers that integrates digital

technology, social networks, and mobility while offering a consistent customer experience.

1 2 3 4

The SAP Solution


Single view of the customer

Single, agile, and scalable technology stack

with proven integration with SAP

Most functionally complete commerce platform in

marketplace

Flexibility and choice across on-premise and

cloud deployment models Insurance industry-focused, Omnichannel

B2C solution

Access on desktop, mobile devices, and

analytics made for the business users

SAP enables insurance companies to offer a consistent experience to its customers in order to

effectively manage its offering and sell more products and services.

SAP omnichannel platform

Product

catalog

Data

warehouse/

SAP HANA

Sales and services Channels

(optimize the customer

experience)

Customer, contracts, and product baseline

Claims

management

Content management

(products, forms, etc.)

Mobile apps Agents and Brokers Call centers Web client Insurance aggregators

Product

factory

1 2 3 4


The SAP Solution

SAP Cloud for Customer is the next-generation platform that allows distribution networks

access to a native, multi-device work environment fully dedicated to policy commercialization

and integrated with the SAP for Insurance solution set.

Implement a Front-End Innovation Platform for Customer

Centricity and Channel Agility

Partner & Advisor Channels

1 2 3 4

Value and Benefits

Increase productivity

Distributors’ call preparation time

reduced and quickly enabled for

customer visit

Increase efficiency

Distributors able perform post-call tasks

quickly, during or after the call

Accelerate sales cycle

Distributors able to convert customer

interest into quotation at the time of

interest

The SAP Solution


• Easy access to quick quote and quotes to review

annual premium and simulate commissions

• Access policy information for distributors

• Issue legally binding policy documents

• Easy account summary that includes insurance-

specific information (quick quotes, quotes,

policies, competitor policies, and more)

• Pre-integrated with SAP for Insurance solutions

1 2 3 4

Account

Summary

Quick

Quote Quote

Policy

Products Simulate

Commission

Create

Lead

1. Create Quick

Quote

2. Create Quote 3. Accept/Bind

Quote

4. Create Policy 5. Review Account

Check leads

generated Create quick quote Create quote Receive quote Create policy

Review customer

information

Create lead Complete mini

application

Complete detailed

application Initial premium paid Receive PDF Review leads

Qualify lead Calculate annual

premium

Calculate annual

premium Set status “bound” Assign policy number

Review insurance

objects

Reassign lead Simulate commission Review quote Maintain external

policies

Convert to quick

quote Convert to quote Simulate commission

View customer 360

factsheet

Create activity Send binding quote to

customer

Create activity


The SAP Solution

Leverage Analytics to Derive Customer Insight in Real-time Real-time analysis powered by SAP HANA

Deep Complex and

Interactive Questions

SAP HANA®

High Speed Fast Response

Times

Broad Big Data

Real-time Recent Data

Simple No Preperation

Dimension Benefit Enabling You To

Real Time Know when events

happen

Analyze massive

amounts of data thousands of times faster

Depth Ask any question

on any data

Answer any question,

regardless of complexity, reliably and quickly

Breadth Base answers on as

much data as you like

Answer based on

unrestricted amount of data, unconstrained by data type

Speed Get your answers

right away

Access and deliver

information many thousands of times faster

Simplicity Eliminate

preliminary query steps

Do away with extra data

preparation steps

SAP HANA is a modern platform leveraging the power of an in-memory database. Because SAP HANA lets you analyze

massive quantities of data in local memory, the results of complex inquiries and transactions are available at your fingertips.

Because SAP HANA brings together online transactional processing and online analytical processing into a single in-memory

platform, it delivers across all five dimensions without the need for trade-offs.

1 2 3 4

The SAP Solution


Agents

• Manage agents, third party sales in real-time

• Suggest/manage products/policies

• Quote generation, retrieve real-

time policy data

• Alerts, broadcasts, messages

about new activities

Customer Service

• Know the customer

• Suggest products

• Solve customer service issues

• Reinstatements

• Reminders

Management

• Proactively manage customer retention

• Increase visibility in agent performance

• Improve decision making

• Underwriting approvals

• Monitor/track product performance

• Improve consumer engagement

Customer

• Determine usage and statistics based on submitted claims through self-serve

• Self-serve calculators and tools that provide customized information based on cohort

• Leverage value add services by benchmarking against cohort

• Find authorized/ approved agencies

Analytics enables you to

Connect with customers & manage policy lifecycle

At the right time & in the right channel

B2C B2E

Analytics

1 2 3 4


The SAP Solution


Policy management

• Highly automated administration processes to change and update

insurance policies

• Record change history during complete policy lifecycle, enabling rollback

and auditability

• Multi-LoB solution to manage a variety of contracts on a single system

Claims management

• All lines of business supported on a unique platform

• Strong process automation (workflow, distribution of files, accelerated

compensation…)

• Powerful, real-time analysis and sharing of information between all

stakeholders in the chain of compensation

• Unprecedented capability for fraud detection

Incentive and commission management

• Accelerated and efficient roll out of (new) incentive models (time to market)

• Support of different LoBs and channels

• Increase flexibility to adopt different remuneration models

(M&A), new organizational structures, and portfolio assignments

• Improved profit via rule and value-based incentive calculation

• Improve accuracy to reduce commission overpayments

• Improved, fast, efficient, and accurate policy

processing, thanks to a software approach in

which insurers benefits from existing content

and from the best market practices on an

international scale

• Comprehensive policy inquiry during complete

policy lifecycle

• Interoperability between applications and

solutions on a group-wide scale thanks to a

service-oriented technology platform

• Reduced claim expenses and fair, consistent,

and quality service to customers

• Low TCO through efficient, common platform

The SAP core insurance solutions offering provides a sound foundation for standardization

and automation, freeing insurers to focus on growth and expansion rather than core

operations – knowing that these can be delivered consistently and well.

The SAP core insurance solutions enables the “industrialization” of all your insurance lines,

providing the opportunity to standardize and automate without compromising agility across

both your policy operations to manage incentives and their full lifecycle.

Standardized & Scaled Core Insurance Operations

Solution Capabilities Drive Business Value

1 2 3 4

The SAP Solution


“With SAP Incentive and Commission

Management, we’ve not only implemented

revenue-based commissions management;

we’ve also made commissions management

much simpler.”

Andreas Leuthold, Head of Distribution Service Systems,

AXA AG

1 2 3 4

“We can handle claims more effectively,

settle more at first touch, and have a

shorter settlement time, which is a key

driver for customer satisfaction.”

Simon Furnell, Customer Service Director, Lloyds TSB

Insurance plc

Source: Xcelent study 2012


The SAP Solution

In insurance companies, the majority of the IT budget is spent on business initiatives related to the product –

whether it’s the introduction of new products (or new systems to support those products), or regular maintenance

for rate and form updates, up to 80% can be spent on product management. The remaining 20% is spent on other

changes such as transaction updates, system upgrades, or other non-product maintenance. By focusing on

reducing the effort and increasing the speed at which products can be updated, and by moving some of the

workload from IT to the business, scarce IT resources can be freed up to implement strategic initiatives.

Standardized and Scaled Core Insurance Operations

Future-state vision

1 2 3 4

Benefits of an SAP Approach

SAP provides a complete factory for product management and

policy administration.

Rules and tools

• Reduce dependency on IT

• View your product information – don’t read code

Inheritance and reuse

• “Lego block” approach to creating products

• Reduce time to market by reusing components

• Traceability through related products

Complete definition of product

• Manage rates, rules, forms, and UI together

• No mapping or translation needed

Separate product from process

• Manage all information about products, independent of the

processes to write policies

• Improve quality by eliminating cross-product impact and

transactional implications

Enable legacy

• Push or integrate to product data

• Extend the life of systems and gain speed to market

One source of the truth

• Make changes in one place instead of many

• Increase quality

• Understand your products better

Reuse

Through

assembly and

inheritance

By separating “product” from “processes” and externalizing

product data and rules in a central repository, SAP Product

Lifecycle Management enables insurers to launch new or

modified products more quickly and efficiently.

The SAP Solution


1 2 3 4

• With SAP Product Lifecycle Management, development and launch of an online

portal to Markel’s 15,000+ broker community – fully integrated with the policy

administration system

• Used SAP’s product configuration solution to create a baseline product architecture

for 104 classes of business, optimizing inheritance and reuse from existing products

for new product development

• Underwriting through issuance from broker’s browser or mobile device

• 70% faster product development time

SAP Product Lifecycle

Management allows insurance

companies to build, manage,

and maintain their product

portfolios in a centralized

repository to benefit from a

single source of the truth

across different policy

administration systems.

Segment Offering

Market Offering

P&C Specialization

P&C Template

Base Template

Insurance Base

Generic

P&C

Professional Liability

Employer's Liability

Employer's Liability Plus

Directors and Officers


The SAP Solution

Enhanced Control of Billing and Financial Processing

Solution Capabilities Drive Business Value


Billing and payments

• 24x7x365 availability of centralized billing

• End-to-end integration of front and back office

• Provides one sub-ledger for all cash-relevant receivables and payables

• Supports processing across all policies and claims (e.g., postings,

correspondence, dunning)

• Best-in-class worldwide application developed for insurance industry and

expanded to 14 more industries (telecommunications, to benefit from

experience and best practices)

Financials

• Fast close

• Provision of key measurements and analytics

• Disclosure support

• Reporting and analysis

Native integration with SAP General Ledger/financial

planning/controlling solutions

• Accelerate cash flow

• Reduce transaction costs for outgoing

payments

• Increase billing effectiveness and reduce

operational costs

• Improve service through disbursement

processing

• Faster broker reconciliation

• Improve visibility and control of finances

• Leverage COPERNIC (finance and

accounting) native integration

• Leverage OPERA (collections and

disbursements) native integration

SAP ERP Financials provide a sound basis for better financial control, lower risk, and better

cash flow. Faster closing and other automation provide a basis for easier compliance with new

regulations and for improved partner servicing.

“SAP not only provides advanced financial management software, but also helps Taikang Life to

totally improve the internationalization and specialization for our financial management.”

Li Fuhua, Deputy General Manager, Financial Department, Taikang Life Insurance Co. Ltd., China

1 2 3 4

The SAP Solution


Achmea is the largest insurance provider in the Netherlands.

Key benefits of the SAP solution

• Increased process and service efficiencies realized through

process standardization

• Additional savings in credit management process of €5 million per

year initially in line of business “health”

• Significantly reduced integration cost by standardizing on SAP

Collections and Disbursements for Insurance

Meet stakeholder demands for transparency,

standardization, and control required for effective

enterprise risk management.

Leverage billing and payments capabilities that control

and simplify your reconciliation processes, reducing both

errors and interventions.

Sub-ledger, general ledger, and controlling are reconciled

and highly automated.

Benefit from native integration with other modules of the

SAP for Insurance solution set to integrate billing in the

contract lifecycle (interaction, vision, reporting…).

1 2 3 4

100% Productivity increase in collection and payment processes

FS-CD

SAP

Customer

Intermediaries

P&C

Health

Group Life

Fleet

Operator

Housing

42% Duration reduction of

reminder lifecycle


The SAP Solution


Mobile

• Comprehensive administration of devices, apps, and content

• Secure and manageable environment from development through

to deployment

Data services

• Comprehensive data analysis and identification of quality issues

• Ability to automate manipulation of data

Enterprise content management

• Full content processing lifecycle coverage from capture and

storage to search and retrieval

• Full integration with SAP for Insurance processes

SAP’s technology platform

• Scalable, resilient, and efficient technology

• SOA architecture pattern

• Ability to grow volume in small or large

increments

• Easy to incrementally introduce new

capabilities

• Agile platform for innovation

• Easy introduction alongside SAP’s basic

platform

• Extend loyalty and reach to both customers

and partners via their mobile device

experience

• Ability to act in real time on extended

marketplace and customer knowledge

SAP’s platform expands on the technology foundation underpinning SAP’s business solutions,

facilitating modular addition of capabilities to address technology-oriented advances in areas

such as digital, mobile, social media, or Big Data. It also provides a basis for scaling and

growth into new markets.

Enhanced, Scalable, and Efficient Technology Platform

The SAP Platform allows for multi-product line and multi-brand deployment, thanks to its high capacity for

configuration and the integration of legacy information systems.

Our software approach makes for agile, upgradeable, and innovative information systems.

• Configuration objects that are shared between the various business lines, thereby reducing the workload in successive deployments

• A configurable user interface that meets the needs of different users (experts, beginners, agents, controllers, etc.)

• The pre-configured business content that allows for rapid adaptation to the insurer’s organization

• Shared technological capabilities, such as real-time, mobility, social networks, etc.

• SAP’s Omnichannel solutions enable businesses, brands, local optimization, and differentiation

1 2 3 4

The SAP Solution


With its broad range of capabilities in insurance processing and technology, SAP is uniquely

positioned to partner with insurers as they transform operations to becoming a digital insurer.

Driving a strategy to transform a business requires a deep understanding of the innovative

capabilities that are possible, the comparative performance of existing IT assets, and the best

approaches to faster and cheaper transitions.

Agile, scalable,

standardized

processes, but

with digital

differentiation

SAP’s Omni-

channel Solutions

Platform transformation for scale up multi

product rollout

Pro

du

ct Z

Best practice processes

SOA technological platform

• Configuration

• Workflow

• Authorizations

• Process integration

• Screen configuration

• Business rules engine

• Portal

• Future technologies

1 2 3 4


The SAP Solution

The utilization of one company-wide SAP insurance platform would support cost and time to market

reduction and flexibility in resource allocation, and contribute to opening new fields of business while

maximizing ROI by capitalizing on existing SAP programs.

“The SAP solution will help us streamline our divisional structure, improve our flexibility and control. As

a result, we are able to adapt faster to changing markets and customer demands.”

Herbert Haas, Chief Executive Officer, Talanx

Industry Value Map for Insurance

Corporate Functions > Human Resources | Procurement | Information Technology

Technology > Big Data | Analytics | Enterprise Mobility | Cloud Solutions

Channel management

Marketing

Sales

Service

Sales force management

Quotation and underwriting

management

Incentive and commission

management

Product and policy lifecycle

Claim lifecycle

Reinsurance lifecycle

Billing and payments

Financial planning and analysis

Accounting and financial close

Cash and asset management

Collaborative finance operations

Governance, risk, and compliance

Market Insight and

Customer Intimacy

Core Insurance

Operations

Finance, Investments,

and Compliance

Enhanced, Scalable, and Efficient Technology Platform

Future-state Vision: Reusability of IT & Process Know-how

1 2 3 4

The SAP Solution


Business analysis/process design Shared platform/industrialization

of development

Opportunities to reduce internal factor costs and time to market by re-utilizing

best practice processes and the associated IT assets (programs, workflow,

reporting, integration interfaces, …)

Current issues solved with the SAP for Insurance

solution set:

• Overlapping requirements across domains

• Reconciliation effort across functional domains

• Duration of cross-functional domain requirement

implementations

Current issues solved with the SAP for

Insurance solution set:

• Redundant data integration efforts

• Overlapping functional coverage

• Excessive effort to maintain changes in various setups

Business requirement

Solution design

Financial integration


Solution design


Solution design


Solution design

New products

New regulations

LoB 1 LoB 2 LoB

…

App 1 Service 1

App 1 Service 2

App 2 Service 1

LoB 1 LoB 2 LoB

…

Service 1 Service 2

Today SAP platform based

Integrated platform

Sales campaigns

1 2 3 4


The SAP Solution

Why SAP?

SAP’s vision is to help the world run better and improve people’s lives. Our mission is

to help every customer become a best-run business – this is what we bring to our

customers and partners.

We are the market leader in enterprise application software, with more than 263,000

customers across 190 countries. Our solutions and services are today’s business

enablers, and we continuously work with customers to help them address the needs of

tomorrow.

Our insurance solution portfolio provides:

• A comprehensive, end-to-end solution on a modern architecture

• Deep industry experience and customer base

• Excellent customer references with tangible results

• Platform for the 21st century: Innovations to support your business model today and in

the future

SAP is the only provider that can bring all modules and experiences an insurer

needs to build a “glocal” platform and address markets with adapted products,

content, regulations, languages, or habits.

Our inspiration: “We remain focused on the success of our

customers – they are at the heart of our ambitions. The passion of

SAP employees has brought amazing momentum… Our best-

ever financial results… are testament to our strategic direction,

our customer orientation, and our world-class employees.”

Bill McDermott, CEO, SAP

Why SAP?

SAP’s Place in the Insurance Industry Who we are

Across the world, financial service and insurance companies are already innovating with SAP

More than 17,000 financial services institutions in over 140 countries

More than 12,248 banks in 142 countries

More than 4,900 insurance providers in over 100 countries

More than 1,000 financial service providers in Latin America

82% of the financial services providers in the Forbes Global 2000

97% of the major banks in the Forbes Global 2000

88% of the insurance providers in the Forbes Global 2000

85% of the diversified insurance providers in the Forbes Global 2000

94% of the life and health insurance providers in the Forbes Global 2000

100% of the managed healthcare providers in the Forbes Global 2000

88% of the property and casualty insurance providers in the Forbes Global 2000


Why SAP?

SAP Customer Success

SAP Drives Value for Insurance Companies

• No.3 in Germany with multi-brand strategy

• Merge two dinosaurs with P&C as starting point

• € 23 billion GWP. Group active in 150 countries

• 6.5 million contracts and >200 products starting point

• Centralization of business services and IT

Differentiation

outside,

industrialization

inside

• No. 1 in Netherlands with multi-brand strategy, revenues of € 20 billion GWP and

pushing innovation

• White labelling factory and financial approach

• LEAN and Care as overarching change principles for the company

• All lines of business will run SAP

Radically improve

product time to

market

• U.S. P&C insurer

• Improve time to market for commercial and specialty lines

• Example benefit – reduced time to market by 4x on average and reduced business and IT

product introduction costs by 60%

Revolutionizing

direct life insurance

in Australia

• Leader in the Australian insurance industry and part of the Commonwealth Bank Group

• New model, new products, new fundamental principles to capitalize on market growth

• Market competitiveness and adaptability

The following respected insurance companies have already realized value through business transformation, enabled by SAP.

Standardized

international core

insurance platform

for Eastern Europe

• No. 1 in Austria and Central Eastern Europe with GWP of € 8 billion

• Leverages expansion strategy with SAP

• One master template fulfils 80% of needs

• One central IT platform enables post-merger integration in three to six months

• IT costs reduced below 2% of gross written premium

We have a dream –

European digital

insurance factory

• No. 2 in the Netherlands and a truly global player with GWP of € 30 billion

• New product introductions from six months to days/weeks • Key drivers: legislation (e.g., SEPA), client focus, cost per policy/transaction,

simplification=agility, rationalization legacy apps

• SAP is a vendor and partner

Merging entities onto

joint platforms and

preparing for IPO

Customers Goals Highlights

Customer

orientation +

centricity, driving

results

• No. 1 German public health insurer with 24 million clients and >70 millions claims per year

• Prevention focus as strategic cornerstone • Pro-active offering of prevention programs and treatment procedures through comparison of

millions of disease histories to reduce loss ratio

Why SAP?


The Value of Partnering with SAP

SAP brings a strategic partnership with an unparalleled amount of experience and strong track

record in the insurance industry to assist insurers on their business and IT transformation

journey. Whether you need solutions in applications, cloud, mobile, analytics, or database and

technology areas, SAP can partner and deliver.

Tightly integrated, complete solutions

SAP offers the most comprehensive solution for insurers,

enabling a total customer experience from policy origination

to claims fulfilment with a complete enterprise platform –

integrated, yet modular by design.

Accelerated time to value

The world’s leading insurance companies, across every

major segment of the industry throughout the world,

continue to rely on SAP to enable them to offer a

comprehensive customer experience.

Key breakthrough innovations

The SAP portfolio is based on the industry’s most innovative

technology foundation – including SAP HANA, mobile solutions,

analytics, and cloud solutions – to deliver business process

optimization and efficiency at the lowest possible cost.

A proven partner

SAP has been working with insurers for over 40 years,

and all of the world’s top 25 leading insurance companies

across every segment are reaping the benefits and

running better with SAP software and services.


Why SAP?

www.sap.com/contactsap

SAP Statement of Confidentiality and Exceptions

The information in this presentation is confidential and proprietary to SAP

and may not be disclosed without the permission of SAP. This presentation

is not subject to your license agreement or any other service or subscription

agreement with SAP. SAP has no obligation to pursue any course of

business outlined in this document or any related presentation, or to

develop or release any functionality mentioned therein. This document, or

any related presentation and SAP's strategy and possible future

developments, products and or platforms directions and functionality are all

subject to change and may be changed by SAP at any time for any reason

without notice. The information in this document is not a commitment,

promise or legal obligation to deliver any material, code or functionality. This

document is provided without a warranty of any kind, either express or

implied, including but not limited to, the implied warranties of

merchantability, fitness for a particular purpose, or non-infringement. This

document is for informational purposes and may not be incorporated into a

contract. SAP provides this information as guidance only to illustrate

estimated costs and benefits of the predicted delivery project. These

materials may be based upon information provided by you, information

provided by other companies and assumptions that are subject to change.

These materials present illustrations of potential performance and cost

savings, and do not guaranty future results, performance or cost savings.

SAP assumes no responsibility for errors or omissions in this document,

except if such damages were caused by SAP´s willful misconduct or gross

negligence.

All forward-looking statements are subject to various risks and uncertainties

that could cause actual results to differ materially from expectations.

Readers are cautioned not to place undue reliance on these forward-looking

statements, which speak only as of their dates, and they should not be

relied upon in making purchasing decisions.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. (12/14)

No part of this publication may be reproduced or transmitted in any form or for any purpose

without the express permission of SAP SE. The information contained herein may be changed

without prior notice.

Some software products marketed by SAP SE and its distributors contain proprietary software

components of other software vendors. National product specifications may vary.

These materials are provided by SAP SE and its affiliated companies (“SAP Group”) for informational

purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for

errors or omissions with respect to the materials. The only warranties for SAP Group products and

services are those that are set forth in the express warranty statements accompanying such products

and services, if any. Nothing herein should be construed as constituting an additional warranty.

SAP and other SAP products and services mentioned herein as well as their respective logos are

trademarks or registered trademarks of SAP SE in Germany and other countries. Please see

http://www.sap.com/corporate-en/legal/copyright/ index.epx#trademark for additional trademark

information and notices.

Run Simple

http://www.sap.com/contactsap














http://www.sap.com/corporate-en/legal/copyright/



























sap canada insurance customer experience pov 20150309 (006)

Documents