2ND ANNUAL GLOBAL INSURANCE DISTRIBUTION & BANCASSURANCE CONFERENCE EXPLORING INSURANCE DISTRIBUTION OPPORTUNITIES AND CHALLENGES 12 TH OF MAY 2016 MUNICH, GERMANY MARTIN LEHNERT AXA PARTNERS CREDIT & LIFESTYLE PROTECTION
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Table of content 1. AXA Group P.04 2. AXA Partners P.03 3. Gearing up for growth through effective sales force P.14 4. Why AXA? P.20 3 AXA Group 20.05.2016
AXA GROUP
AXA IS THE LARGEST INSURANCE GROUP IN THE WORLD 1 st global insurance brand for the 7 th consecutive year¹ 1 st insurer in the world by net revenues² Multi-liner: P&C, L&S and Asset Management 103 million customers 3 64 Countries 3 Total EMPLOYEES 166k 3 Revenues 99 billion Underlying earnings 5.6 billion Assets Under Management 1,363 billion Solvency I ratio 246% Solvency II ratio 205% Market cap 56 billion 4 FY 2015 figures No. of countries includes the acquisition of Mansard in Nigeria in Nov. 2014 ¹ Interbrand annual surveys over 2009-2015 ² AM Best, 2015 3 2015 figures 4 As of 11 march 2015 Head office of AXA Group PARIS 5 AXA Partners - Credit & Lifestyle Protection I April 2016 Company Confidential
AXA PARTNERS
AXA PARTNERS WORKING IN STRONG COLLABORATION WITH LOCAL ENTITIES AND THE AXA GALLERY Internal functions AXA Corporate B2B entities Operational entities Global Business Lines (Products & AXA ecosystem) AXA Global Health Global P&C AXA Global Life Innovation, Digital & Data Partners Data Innovation Lab AXA Strategic Ventures AXA Lab Group Digital Partners Corporate Solutions AXA Global Protect Maxis AXA Partners @ Credit & Lifestyle Protection Technology, capabilities & procurement AXA Specialised niche businesses Life invest Art Juridica Local AXA entities Partnership teams & local insurance products Technology Services 8
A digital transformation is speeding up within AXA, lending externalities to new and innovative partnerships Investing across the value chain Savings net of 950 million invested in digital since 2013 22% Customer analytics 30% Distribution, multichannel SCOUT Euro 950 million 2013-15 ENGAGE 34% Automation & process 15% Offer design Seeding the future INVEST Euro 230 million in Euro 100 million in KAMET Euro 75 million in 9 AXA Group 20.05.2016
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GEARING UP FOR GROWTH THROUGH EFFECTIVE SALES FORCE
Gearing up for growth through effective sales force Will your sales force sell in the future? Why do you need a sales force when you can have digital and bancassurance? How to ensure harmony within distribution channels? 12
13 A snapshot through history and now compare this speed with your speed to adapt based on IT systems
Gearing up for growth through effective sales force So why do you need a salesforce? 14
Increased challenge to understand Customer behavior/demand Because the customer) Wants it) Now/At its convenience/24/7/365 No longer compares companies only with competitors Insurance will be compared to travel company, supermarket, airlines Customer-to-Customer dialogue Is a diva Faster to complain and through every mean available Harder to satisfy Is increasingly less loyal despite increased efforts to sustain or improve brand loyalty and awareness Is more informed But remains a multi-channel user 15
Gearing up for growth through effective sales force can it be understood by a digital tool? Can siri feel? Can you see facial movements/interactions properly on the phone or through skype? 16
Distribution channels hence let s turn it around Put the customer (lead/prospect) in the center of distribution management activity Consequently, align distribution channels Align media s and presence Availabilities 17
Ensure the continuous affinity of customers by understanding) Research online Research offline - Purchase offline - Purchase online 18 AXA Group
)but also the advantages of parallel - but somewhat competitive distribution and consultancy/servicing channels to continue putting the consumer in the focus Master example of Apple and its interlinked distribution and servicing model - Purchase on-line/off-line or through retailers - Advise and service through Apple stores - Advise and service online with the opportunity to receive follow-up locally 19
Impact of the digitalization on the sales force of the future But of course we should welcome the opportunities arising from new means, such as digital Everything will be a service More interaction between the customer and the company Intelligent networking Digitalization forces the companies to analyze and understand the customer needs and develop demand-oriented products Those products need to match the communication channels of the customer and thus offer a additional value Stronger Datamining opportunities through more available data 20
Impact of the digitalization on the sales force of the future Digital Products expand the traditional operational areas of classic Products and services due to their attributes Sales force has to adapt to that fact and fulfill the new developed customer needs Sales force has to adapt to the trends created through digitalization The online business pushes on the margins Virtual decision-making support, Multi-level marketing and experience reports lead to strong and informed customers New competitors in the market, competitors become partners, partners turn into competitors and Start-ups give big players a hard time The companies become software developer. Without standardization and automating you won t achieve efficiencies Expand the value chain through combining classic products with digital data This expansion makes a new methodological expertise necessary The decision making process of customers takes place in social networks or through online research New upcoming legal questions (riskmanagement) The digitalization should be seen as a challenge instead of a danger 21
The next-generation sales force Harnessing data to boost productivity Today there is so much expansive data available that what sets a sales force apart from its competitors is not the raw information on its own. Rather, it is the company s talent for analyzing customer data in ways that will help it tap further into the most lucrative markets and service customers in the most efficient and cost-effective ways. The next-generation sales force is better equipped than any before it to adapt rapidly to changing market conditions and digital business models. It is a sales force built around customer insights, but what distinguishes an effective sales force today is the ability to develop unique customer analysis and build its entire operation around that analysis. 22 AXA Group 20.05.2016
Let s wrap it up Will your sales force sell in the future? Yes, but if it remains a pure sales force, likelyhood that it is doomed to fail exists It should rather be seen as an additional service and personal touchpoint for consultancy requests existing in harmony with digital Hence likely to move away from incentivized sales to incentivized retention and customer feedback s Why do you need a sales force when you can have digital and bancassurance? To support the digital and overall activities and demands but in an efficient and investment friendly way. Move to the digital world to ensure your service force becomes the best equipped force on the ground hence increasing sales through quality. How to ensure harmony within distribution channels? Customer centricity! 23
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WHY AXA?
Protecting and improving the lives of millions of people, every day: that is our job at AXA. Henri de Castries, Group CEO & Chairman
AXA GROUP KEY DIFFERENTIATING FACTORS Global Advantage and Financial Strength Brand power 1 st Insurance Global Brand* 7 th year in a row* Customer & Distributor Centricity Tailor-made and innovative products Technical Excellence Flexible process, dedicated IT support & web capacity * Interbrand annual surveys over 2009-2015 Global reach and strong local positions Strong track record in group business / partnerships Quality of service & claims management expertise Service Commitments Strong financials and high solvency margin Rating (2015) Solvency I ratio A+ 246% Proven multi-channel distribution capability, sales support & training Investment performance & risk management excellence Aa3 AA- Solvency II ratio 205% 27
Thank you Martin Lehnert Regional Director Northern Europe Country Manager Germany & Austria : + 49 (1522) 2739056 : Martin.Lehnert@AXA.de 28 20.05.2016