23rd October , 2008
Increasing Income Streams
and Reducing Risk
ALB National Conference 4th Edition
Wayne Rees – Regional Director Consumer
www.marsh.com
What is unique about Marsh?

Global Presence with local support.

World-class Service

Innovative Solutions

Commitment to Excellence

Partnership Approach
We will consistently deliver high-quality services designed to support your business needs
today and aggressive growth goals going forward.
Global ConsumerConnexions
1
ConsumerConnexions is much more than brokerage or
third-party administration
Client
Sales and
Marketing
Product
Innovatio
n&
Design
Placemen
t
(Brokerag
e)
Typical role
of a broker
Program
Management
Underwrit
ing
Risk
Transfer
Insurer
Brokera
ge
Sales and
Marketing
Product
Innovation
Placement
(Brokerag
e)
Underwriti
ng
Risk
Transfer
Global capabilities
Marsh
relationship
Claims
Processin
g
Policy
Servicing
Client
Claims
Processin
g
Local delivery
Marsh Program Management
We are not “just another intermediary”
Our approach streamlines the value chain
Global ConsumerConnexions
Policy
Servicing


Global scale
innovation and
efficiency gain
Captiv
e/
Insure
r
Greater mutual profitability and/or
Cost savings / greater value to customers
2
Our global program management capability is the unique value
proposition that is winning multinational business
Key Benefits

– Scale and infrastructure
– Global network
Program Panel Set-up
Products
Insurer A
Insurer B
Program design
Insurer C
1
2
3
4
Existing investment

Marsh expertise
– Customer experience
Management
– Marketing & product
expertise
– Insurer relationships
Customers
Value Proposition
Customer Experience
Management
Claim analysis


CRM
Center of Excellence

IT Platform


Customer analytics

Direct Marketing
Sell / Cross-sell / Up-sell


Marsh ConsumerConnexions
Sponsor
Constituents
Best-in-breed product
“Plug & play” carriers
Bundled/Unbundled
customer experience
management
Increased take-up rates
Proprietary technology
Global consistency
Leverage with insurers
Economies of scale &
single platform
(1 to 1 to Many)
Global ConsumerConnexions
3
Our clients are multinational companies who increasingly want
us to better leverage that network on their behalf
Global ConsumerConnexions
4
Our business enjoys a global network of resources and is driving
towards scale and greater global connectivity
Global ConsumerConnexions
•
Over 2,000 client sponsors
•
Over 1,000 client Web sites developed and hosted
•
More than 10 million customer service calls annually
•
More than 9 million claims paid annually
•
Process 10 million plus policy/coverage transactions annually
•
65 years experience in program administration
•
Relationships with over 150 insurers
•
More than 3,500 individuals on staff
•
More than 10 million customers
•
Database information on more than 30 million prospects
•
Direct mail solicitations into more than 60 million households
5
Direct and Database Marketing
Integrated Cross-Media Promotion
Marsh will work through all available channels to maximize
participation in programs
 Direct Mail from multi-piece enrollment kits to simple
postcard program reminders
 Web from product communication via e-mail
and interactive education to premium quoting, fulfillment,
and click-to-bind enrollment with
online premium payment
 In- and Outbound Telephone integrates
with other communications to provide
customer service follow-up, competitive
quotes for coverage that can be bound
immediately, upsell and cross-sell of other
products, and customer conservation
 Print/Radio/Television Advertising for trade journals,
publications, podcasts, closed-circuit
or broadcast, and much more
 Onsite Events including trade shows,
conventions, benefit fairs, and on-site enrollments
Global ConsumerConnexions
6
Direct and Database Marketing
Providing Relevant Benefit Offers to the End Consumer
Audience
Your Customer
Data Warehouse
Customization Funnel
Marketing Delivery Channel
Targeted Direct Mail
Telemarketing
Inbound/Outbound
E-mail Communications
Search Engine Marketing
Rules-based
communications engine
creates personalized, eventtriggered communications
Global ConsumerConnexions
Placements on Web sites
(banner ads, featured
products)
Integrated Administration
Inbound/Outbound
Telemarketing
Click-to-Apply Web sites,
where we can bind and
accept coverage online
Application processing
as a result of direct
response and fulfillment
activities
In-person meeting where
appropriate
7
Product Ideas
Increasing income opportunities
Chassis
Warranty
Finance
Creditor
Insurance
Paint Protection
Key protection
Tyre insurance
MOT Insurance
GAP
Assistance
Total
Chassis Sale
Value Added
Global ConsumerConnexions
€ 250
€ 100
€ 100
€ 100
€ 95
€ 120
€ 15
€ 20
€ 20
€ 150
€ 40
€ 1 010
€ 250
€ 760
9
Core Products

NEW CAR EXTENDED WARRANTY

USED CAR WARRANTY

SERVICE CONTRACTS

MAINTANENCE CONTRACTS

ROADSIDE ASSISTANCE MOT INSURANCE

TYRE INSURANCE

KEY PROTECTION

GAP PRODUCTS

VEHICLE REPLACEMENT

CREDITOR INSURANCE

BRANDED/FIXED PRICE CASCO/MTPL

ADDITIONAL OPPORTUNITIES
Global ConsumerConnexions
10
GAP FINANCE PROTECTION
VA
L
U
E
Vehicle purchase price
TIME
Global ConsumerConnexions
11
VEHICLE REPLACEMENT PROTECTION
V
E
H
I
C
L
E
Vehicle purchase price
? Difference?
V
A
L
U
E
1YR
Global ConsumerConnexions
2YR
TIME
3YR
12
IT Functionality

Policy Management
– Provides capability for creation, renewals and cancellation of insurance policies.

Claims Administration
– This module provides functionality for claim creation and adjudication; claim and appeals workflow.

Customer Self-Service
– Client-branded web access to allow end-customers to manage policy details, claims registration and
tracking, and fulfillment handling.

Inventory & Fulfillment
– Inventory section provides a way to manage product repository, price data for the replaceable items.
Order creation, fulfillment process and like-for-like functionality.

Customer Case Management
– Ability to manage all interactions in a single place. Provides a 360° view of the customer account.

Reporting & Documents
– Flexible Reporting module that enables user-defined and ad-hoc reports. Document generation and
storage.

Finance Module
– Enhanced finance functionality using Marsh Financial/Accounting system; Direct Debit and Credit Card
Integration.

Scheme and User Administration
– User Maintenance with various security roles.
Global ConsumerConnexions
13
Marsh is able to provide an end-to-end solution
Migration

Discovery
process for
smooth transition

Project plan
developed with
client
Marketing


Global ConsumerConnexions
Award-winning
marketing
services to
ensure
program
success
Marsh utilizes
all marketing
channels
Enrollmen
t

Inbound
servicing done
through global
call centers

Technology
and intensive
training
support call
center staff

Customer
Relationship
Managemen
t
Marsh focuses
on enhancing
customer
experience to
enhance your
brand
Claims
Administration

Customized
program
performed inhouse

proprietary
Marsh system
that processes
claims
14
IT Local Language Systems and Support
Global ConsumerConnexions
15
Our success is driven by our collaborative approach
Successful program management requires engagement at every level
Training &
Development
Sales &
Financial
Reporting
Market
Analysis
Product
Development
Systems
Direct
Sales Force
Repair Claims
Management
Administration
Insurance
Placement
Global ConsumerConnexions
Risk Analysis
Pricing
16
Contact us
Marsh Broker de Asigurare- Reasigurare
Sos. Nordului 24-26, Sector 1, Bucuresti
Tel: +40 21 2321874
Fax: +40 21 2322102
E-mail: office@marsh.ro
Wayne Rees, Regional Director - Consumer
Phone: 00421259205461 | Mobile: 0044782 5063128
Wayne.Rees@marsh.com
www.marsh.ro / www.marsh.com
Global ConsumerConnexions
17
www.marsh.ro / www.marsh.com