Digital Bancassurance

Digital Bancassurance Digital Bancassurance Conference Claudio Chiesa Head of Group Bancassurance 7 th October 2015 Istanbul

Agenda 1 2 3 Generali Group at a glance Digital bancassurance contest Generali strategy & bancassurance

We are a global leader in Life and General Insurance, with worldwide presence 3 Source: Bloomberg

Agenda 4 1 2 3 Generali Group at a glance Digital bancassurance contest Generali strategy & bancassurance Generali HO Milan

Context Customer behavior is shifting towards a hybrid approach 5 68% 27% 60% 38% 31% 34% Update personal details * Customers expect to have access to multiple channels Quote 54% 45% 33% 34% Get Information 52% 52% 43% 47% Change terms of policy 29% 50% 48% 46% 49% 45% 34% 46% 44% 43% Buy Claim Close Get advice Low Complexity of the interaction High Up to about 70% 45% of respondents prefer online and selfservice channels for simple interactions with the Insurer (e.g. information, quotation) * The survey enabled to give multiple answers to a single question Source: Accenture Consumer Driven Innovation Survey 2013 January 2014 Online Representative Call center of respondents expect more physical interactions with the company for complex interactions (e.g. Advice, Claim) The hybrid customer is Connected Informed Switched on multiple devices and "channels" Get relevant content with high frequency Look for he wants, whenever, wherever Look for unique experiences tailored on their Experiential personality and preferences Selfdirected Coproductive Social Engage with companies in product co-creation Rely on wisdom of crowds (Social Media, blogs, ) to share opinions

Context growth of digital channels and changes in consumer expectations will impact distribution 6 Main factors impacting company s distribution over the next 3 years Increasing interactions between physical and digital channels for sales and advice 1% 5% 36% 58% Increasing consumer usage of online channel and access points Accelerating changes in consumer expectations 8% 45% 47% 1% 7% 54% 38% Increasing consumer usage of mobile technology 11% 46% 43% Tougher regulatory changes with impact on sales & distribution Greater need for product innovation and personalization 4% 11% 33% 52% 1% 19% 51% 29% More sophisticated insurer usage of analytical capabilities/analytics 2% 19% 42% 37% Increased consumer price-sensitivity 1% 21% 52% 26%.. Very important Important Source: Accenture Digital Insurance Survey Europe Not very important Not important at all Regulation will also have a major impact for one insurer in two New regulations in distribution and sales will favor the growth of digitally enabled distribution. Increasing integration (60%) and usage (54%) of digital channels as well as the growing role of online and mobile technology for intermediation (59%) are the trends related to regulation that will have the most significant impact.

Agenda 7 1 2 3 Generali Group at a glance Digital bancassurance contest Generali strategy - selected bancassurance examples

Generali Group strategy 1/4 8 Within this multitude of choice market context, where consumers have easy access to information and competitive offers Generali Group identified several Client Centric and Multi-channel distribution strategic initiatives Customers centricity Being simple and smart is the only way to become the preferred retailer among customers. For us, NPS is an approach, not just a metric Simpler processes, flexibility more personalization Placing the customer at the center of everything we do to improve customers persistency Generali strategy is about becoming the leading insurance retailer in Europe increasing value for shareholders by focusing on being simple and smart.

Generali Group strategy 2/4 9 Selected actions already taken Promotion of behavior based product offerings such as Vitality and through new smart partnerships such as OBI phones, expolit of data analytics potential Behavioral Value propositions European partnership with Discovery for the launch of services of vitality Platform A new insurance ecosystem by reengineering the value chain Economic benefits are shared among the stakeholders: Smart approach Generali has closed a deal with Obi Worldphones to embed its apps in the home screen Exploit data analytics potential Appointment of a Group Data Officer Acquisition of MyDrive Solutions, Company using data analytics tools to profile driving styles, with the aim of identifying innovative and tailor-made products for the customers. to develop country-specific apps in as many as 20 markets to reach more than 10 million prospective customers by 2017 Official launch in Vietnam on September 9 2015 The acquisition of MyDrive allows Generali to obtain a center of excellence in data analysis and will lead to the launch of a new Hub specialized in telematics solutions and know-how, serving all segments and business units.

Generali Group strategy 3/4 10 Selected actions already taken and recognition of the initiatives Telematics and domotics 360 P&C solution for clients needs and Health Client e.g. Wellness Insurance, value added services 2015 MIT Technology Review Nominated Generali as one of the 50 smartest companies globally House e.g. Domotics, value added services Motor e.g. Telematics, value added services MIT Technology Review

Generali Group strategy 4/4 11 evolving product offer to simple and smart solutions to meet more customer needs (e.g., prevention) Prevention and Protection to create value Simplicity to engage Flexibility and Trust to retain From Traditional Product Covers Covering single risks Cover Loss Step in when loss occurs Service as exception Limited to claim settlement or admin Stand alone and fragmented Push sale approach, advice needed Paper experience Traditional signature, paper formats Single Channel Customer forced, limited accessibility Risk based pricing with focus on policies as liabilities Manage policies One size fits all, static No personalized products Reactive and seldom interaction Especially in claims or admin issues To Bundles of products and services Covering all customer ecosystem risks Prevent loss Early warnings, stay healthy Services as a rule Interacting along client experience (e.g., leveraging Claims and EA) Easy to understand, simple and transparent Pull sale approach, advice a plus Digital experience Full online Omni access Hybrid clients Behavioural based pricing with focus on clients as our assets Connected / consumption based Modular and configurable Add/remove Payment terms (e.g., monthly, yearly) Proactive and frequent interactions Foster positive behaviours, advice

Digital Bancassurance selected examples: MULTICHANNEL 12 Cosmos Direckt completely reinvented term life sign-up towards an end-to-end digital model Front-end term life First quote can be reached with only a few data entries Back-end term life Progress shown at the top for the sake of transparency After product choice, customer guided to detailed sign-up process online Main contract points visually, detailed view possible Enables fully automatic underwriting in 67% of applications Health questions adjusted dynamically and answered in standardized form

Digital Bancassurance selected examples: WHITE LABEL 13 70% Market Share in Internet Banking

Digital Bancassurance selected examples: MOBILE SERVICE FOR CLIENTS Not only for having information but to perform transactions 14 Updated view of the invested portolio (contract information, asset allocation, transactions, portfolio evolution from subscription, etc) igenerali allows to insert alerts (up and down) on the invested funds and to effectively manage the investiment

Digital Bancassurance selected examples: MOTOR TELEMATICS The journey towards a Machine to Machine ecosystem is changing the way insurances will manage risks going forward 15 1990s 2000 Now 2020? Traditional Motor Insurance Telematics Pay-as-you-drive Telematics Pay-how-you-drive Machine to machine Business opportunities Business line Motor Motor Motor All lines (including life and health) Example Tariffs based on just few basic information (age, sex, address, etc.) Tariff based effective use of the car Quality Driver Tariff based on driving behavior (e.g. speeding, stooping, approach to bends, etc.) Personal data during stressing activity (e.g. driving in a traffic jam) used as a predictor for health condition and life expectancy Technology driver No device collecting data GPS Mobile + Processing power Internet of things (e.g. Apple Watch) Data points 1 per year 1 per year 1 per second Thousands per second

Digital Bancassurance selected examples: MOTOR TELEMATICS Quality Driver : pay-how-you-drive motor TPL offer 16 Main pillars of Generali Quality Driver solution Quality Driver is a PHYD sophisticated Telematics insurance products leveraging all features of a Black Box installed on the car in aftermarket Quality Driver allows to link a TPL Telematics-based products with additional services enabled by technology Thanks to the Black Box all driving style and behaviors can be monitored and used in order to defined a renewal proposal Satellite car monitoring, allowing to: - Constant monitoring of car position, available real time in Genertel App - In casa of theft, assistance is activated in order to find the car (Stolen Vehicle Tracking SVT) Accident assistance, able to: - Send automatically assistance in case of severe accident (Ecall pro-active assistance feature) - Ask for assistance in case of breakdown (tire puncture, battery issue, ) B-call feature and towing truck service Quality Driver program, allowing to: - Calculate the Quality level reached according to driving style and behavior (respect of speed limit, number of sudden breakings and acceleration, hours usually driven (peak time, night time driving) - Reward positive behaviors (high Quality level) with discount of the renewal proposal (up to 25%)

Digital Bancassurance selected examples: MOTOR TELEMATICS Pago como conduzco is a Pay-As-You-Drive offer distributed by Generali Spain 17 Pago como conduzco pricing is based on two components The monthly adjustment is calculated on five parameters recorded by the Black Box Base starting premium + The base starting premium depends on: Features of the risk Covers taken out Statement of the policyholder regarding: mileage, respect of speed limit, driving time 1 Kilometers driven 2 Percentage of kilometers driven in excess of speed limit (10Km/h of tolerance) 3 Percentage of kilometers driven at night (from 11 pm to 6 am) & Additional monthly adjustment At the end of each month an additional monthly adjustment will be calculated based on driving behaviors and data coming from the Black Box installed in the vehicle 4 5 Number of sudden breakings and accelerations (event in excess of +0,4 G or -0,4G) Percentage of kilometers driven in urban area (velocity limit up to 50Km/h)

Digital Bancassurance selected examples: MOTOR TELEMATICS A light APP TPL product has been recently launched on the existing portfolio of Generali Spain 18 A dedicated APP for real time score monitoring and a simplified algorithm for calculating driving score Generali Seguros about to launch both new business and portfolio customers a telematic solution linked to the TPL product based on a APP This product allows to approach clients with a behavioral products without requiring to install additional devices on the car Awards, freezing premiums and driving tips are provided. 1 Kilometers driven 2 3 4 Percentage of kilometers driven in excess of speed limit (30% of the total score) Number of sudden breakings and accelerations (50% of the total score) Distraction time, calculated considering time using the mobile phone while driving the car (20% of the total score)

Digital Bancassurance selected examples: DOMOTICS Connected Home is a reality. Europ Assistance France and SFR : Offer «Home by SFR» 19 Security Pack 9, 99 /month Premium Security Pack 19, 99 /month After launch in April 2014, Home Box has rapidly become the most preferred product for customers: up to January 2015,100.00 Security Packs have been sold