<Insert Picture Here> Oracle Insurance: A Clear Vision for the Industry

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1 <Insert Picture Here> Oracle Insurance: A Clear Vision for the Industry Michele Borgonovi Sales Consulting Senior Manager CRM Applications Solutions October 29, 2009

2 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.

3 Agenda Oracle s Presence, Strategy & Footprint in the Insurance Market Oracle CRM & Distribution Management Applications Solutions Oracle Insurance Customers Success Stories

4 Oracle Insurance Highlights Presence, Strategy & Footprint <Insert Picture Here>

5 Evolution of Oracle Insurance More than 2000 Insurers use Oracle applications Insurance Solution Depth Insurance Market Share

6 Insurance Market Dynamics The needs that drive your business decisions BUSINESS AGILITY Insurance RISK & COMPLIANCE Life General Benefits & Health OPERATIONAL EFFICIENCY

7 Today s Market Dynamics A Shifting Business Agenda Survive Transform Grow Manage Risk Portfolio Review Risk Portfolio Broaden Risk Cut Costs Evaluate Investments Invest in Market Expansion Evaluate Product Profitability Innovate Products Tune Product Investments Address Operational Efficiency Improve Business Processes Establish Operational Excellence

8 Towards Transformational Distribution At its simplest a carrier will need to ensure it has a network of channels that give it access to the market through producers Customer-centric Collaborative selling and servicing Journey toward collaborative selling introduces new tools and services transforming the distribution model: From policy-centric specialized sales silos into customer-centric collaborative selling for whole-ofwallet From product specific servicing at multiple touch points to full account servicing at a single point of contact JOURNEY Policy-Centric Multiple Silo Channels 8

9 Oracle Insurance Vision and Strategy Vision Strategy Present 1. Flexible, Best-in-Class Insurance Solutions Complete insurance applications for core business processes Rules-driven and end-user configurable applications Multi-platform support 2. Application Integration Enable enterprise agility by integrating applications that support key processes Reduce total cost of ownership with pre-built integrations for both Oracle and third-party products Provide a foundation built on insurance and technology standards Acquisitions AdminServer Skywire Software Siebel Hyperion PeopleSoft BEA Product Investments Integration AIA for Insurance Insurance Foundation Pack Focus areas: distribution, policy life cycle, claims Future 3. Pre-integrated Complete Portfolio Pre-integrated total solutions for the entire insurance company Applications integrate immediately or over time Enable ongoing renovation Supports business as usual or business transformation Packaging Bundled solutions to solve business problems Applications deployed in BPM framework through Fusion Middleware and SOA

10 Oracle Services Insurance Professional Service Team, Education, 24x7 Support End-to-End Insurance Solution ORACLE APPLICATIONS CRM and Distribution Management Rating and Illustration INTEGRATION & COLLABORATION Insurance Application Integration Architecture, Business Process Bus TECHNOLOGY FOUNDATION New Business and Underwriting Desktop Policy Administration Customer Communications Management Applications Industry Forms Policy Issuance Client Communications & Claims Correspondence Insurance Data Exchange Data Exchange Between Carriers, Distributors and Service Providers Platform Solutions Database, Fusion, BPEL, Security, etc. Billing Claims ERP Insurance General Agent System for Brokers and Wholesalers MDM Insurance BI Applications Compliance Enterprise Risk & Performance Management

11 Product Highlights CRM and Distribution Management Applications <Insert Picture Here>

12 Siebel Insurance A CRM solution designed for insurance professionals that empowers distribution channels with the right tools and insight for effective decisions, which lead to increased revenues and improved agent loyalty Key Features Referral Management Automatic lead creation View all referrals made by a particular client Household Management Single household view Track household, financial, and investment risk profiles Portfolio Tracking Consolidated book-of-business tracking Household-level portfolio tracking Contact-level portfolio tracking Lead and Opportunity Management Easy lead creation, assignment, and qualification Lead and opportunity revenue tracking Call Management Single view of customer book of business Consolidated portfolio views including leads, opportunities, notes, and tasks Integration Differentiators Multi-channel campaign support Integrated SFA and customer analytics Real-time decisions for cross-sell/up-sell Closed-loop distribution management with real-time analytics Leading provider of customer-centric insurance solutions with front office agent/broker and customer management support

13 1) Role based Applications Sales Manager Business Intelligence Apps Lead Analysis Pipeline Analysis Forecast Analysis Trend Analysis Strategy Processes Infrastructure

14 2) Usability to maximize User adoption Business users follow a simple paradigm. If they like an application and it is effective they use it more. If they don t, they do the bare minimum. - Dipock Das, Senior Director, CRM Innovation Strategy Processes Infrastructure Sul desktop

15 3) Flexible implementation models Traditional (OnPremise) Software as a Service (SaaS) Business model Evolution drivers Strategies and Planning Business case Strategy Processes Infrastructure Roles and Visibility Data models Processes and Functions Reporting Data quality DB Administration Infrastructure maintenance Implementation Application maintenance Backups, Disaster recovery Physical sites Security Strategy Processes X Infrastructure

16 4) Collaborative Applications The concept behind social applications is based on the reality that work is fundamentally a social endeavor. These next generation productivity applications reflect the way that people work - collaboratively and organically. - Mark Woollen, VP, Social Products Strategy

17 Customer Highlights Two examples of recent real life implementations <Insert Picture Here>

18 ANZ Company Overview COMPANY OVERVIEW ANZ established in 1835 Over 6 million customers, across 31 countries 40,000 employees; 1,190 branches One of top 45 banks globally with Market Cap~ $54b Rated AA Largest Australian bank in Asia Australian Bank of the Year last seven years CHALLENGES / OPPORTUNITIES Increase share of wallet Increase customer facing time Increase cross sell opportunities Reduce development cost & time to market Respond to changing business structure & culture SOLUTIONS Siebel Insurance v8.x Siebel Campaigns Siebel UCM Oracle CRM On Demand CUSTOMER PERSPECTIVE The key benefits of our Siebel implementation have been greater sales productivity and improved customer experience. Staff buy in has been excellent and the program has exceeded our expectations - Louis Hawke, Managing Director Retail Distribution RESULTS Siebel rolled out to 10,500 users across 850 branches within 13 months Freed up~ 37,649 branch sales hours 30% time saved when originating multiple products Increase home loans by 7% Increase efficiency by 10% through enhanced useability of key servicing functions Reduced TCO/running cost by 15% while increasing capability

19 Timeline Release 1:Transaction Bundling Release 2: Simple Home Loan Applications Release 3: Servicing & referrals 2,500 Users 4,000 Users 10,500 Users Scope: Multi-product origination Default Bundled Services with ability to Opt-Out : Servicing functions as part of account opening process Task based UI Upgrade 7.8 to 8.x Scope: Indicative Mortgage quote Data capture for simple home loans from quote to application Scope: Like for like replacement of existing service functions: Customer & account enquiry Customer and account maintenance Referrals launch to other applications Start Benefit: Efficiency from product bundling Streamline account opening process by using 1 system Increasing sales per staff through increased free time converted to sales including Increased conversion and cross sell. Benefit: Increasing the number of staff who can originate mortgages Increasing the conversion rate of mortgages Simplifying the origination of mortgages giving staff more opportunity to cross-sell Benefit: Enhanced useability and intuitive navigation Platform enabling faster time to market Better referral management with workflow routing & management Q1 Q3 Q Q1

20 Scottish Widows Sales Excellence through CRM On Demand [Place Customer Logo Here] COMPANY OVERVIEW Help customers plan their financial futures since1815. One of the most recognised brands in the life, pensions and investment industry. Part of Lloyds Banking Group since year More than 6 million customers in the UK. Relationships with over 18,500 Independent Financial Advisers. The largest distribution network in the UK through Lloyds Banking Group. Achieved strong profit before tax of 287M for the first half of CHALLENGES / OPPORTUNITIES Continued efforts towards providing outstanding service and value to customers. Better utilise our current sales opportunities and improve our penetration of the market. Adapt to rapidly changing business and economic environment. DEPLOYMENT PROFILE 450 users of Oracle CRM On Demand 180 users of Mobile Sales Assistant Complete deployment, from prototype to production in 4 months CUSTOMER PERSPECTIVE CRM On Demand helps us manage our business more efficiently, meaning we focus our energy in the right places and maximise all opportunities to deliver results Simon Massey, Intermediaries Director RESULTS 20% increase in new cases entering the sales pipeline on a weekly basis Over 5,000 hours gained by reduction in administration since July 2009 Real time pipeline management Improved sales mobility with Oracle Mobile Sales Assistant

21 Implementation Approach Configuring On Demand to Our Needs Maximum of 3 clicks to get to any information Analytics to drive focus and direction Alerts to notify the sales team providing a call to action Capability to log activity as it happens Real time opportunity management Tailored screen layouts based on role

22 Benefits What CRM On Demand Brings to Scottish Widows Powerful analytics and reporting capability Account segmentation for better penetration Real time pipeline management Central intelligence Improved sales force mobility End-to-end campaign management Microsoft Outlook integration

23 For More Information search.oracle.com INSURANCE or oracle.com

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