titel dia introducing inshared - achmea€¦ · fuchsia r 193 , g 086, b 131 yellow purple blue...
TRANSCRIPT
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Titel dia
INTRODUCING
1st of June 2017, Leiden
INSHARED
Fleur Dujardin
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INSHARED HOLDING
No regular Insurance Company
No regular IT company
Successful challenger
Unrivalled digital platform
THREE LINES OF BUSINESS
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INSHARED & ACHMEA INNOVATION IN THE PERIPHERY
Exceptional position
Short time-to-market
Customer-centric Design
Commitment and Empowerment
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Menu dia
INSHARED
Launched 2009 as a greenfield
Full P&C player
We All Benefit
100% digital
High NPS score in the P&C market
Low cost ratio in the market
> 500.000 policies
40 FTE organisation
10% market share in online car insurances
Up to a 100 people working for InShared, Hema and OutShared
KEY FACTS
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INSHARED
1-6-2017
SOLID DNA AND VISION
InShared has introduced a new standard in insurance and proves that insurance can be more honest, easier and cheaper. We believe self-service is the best service for our clients.
Our digital platform is the core of our honest and digital service. Encouraging and enabling business and IT to continuously collaborate.
This platform is scalable, both for our own operations and for other players in The Netherlands and internationally
In developing new products and services we try to disrupt the market and solve our customers’ and/ or our industry’s issues.
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INSHARED LEVERAGES FOUR ASSETS
1-6-2017
KEY TO BUILD UPON
Brand Data & pricing
Platform Start up Mentality
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Fuchsia R 193 , G 086, B 131
Yellow
Purple
Blue
Light Green
RGB-KLEUREN
Dark Green
R 209 , G 147, B 002
R 082 , G 083, B 135
R 065 , G 127, B 162
R 134 , G 135, B 034
R 074 , G 121, B 076
Financial red
R 210 , G 159, B 165
Orange
Gold
R 229 , G 123, B 003
R 179 , G 143, B 075
Titel dia
TODAY…
1-6-2017
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1-6-2017
THE ERA OF THE CUSTOMER
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1-6-2017
ONLINE GENERATION
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MORE THAN 50% IS SOLD ONLINE
NON – LIFE INSURANCE MARKET THE NETHERLANDS
1-6-2017
AND TWO THIRD RESEARCHED ONLINE
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Fuchsia R 193 , G 086, B 131
Yellow
Purple
Blue
Light Green
RGB-KLEUREN
Dark Green
R 209 , G 147, B 002
R 082 , G 083, B 135
R 065 , G 127, B 162
R 134 , G 135, B 034
R 074 , G 121, B 076
Financial red
R 210 , G 159, B 165
Orange
Gold
R 229 , G 123, B 003
R 179 , G 143, B 075
Titel dia
1-6-2017
MEET INSHARED
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1-6-2017
HIGH CLIENT SATISFACTION & LOW COST RATIO
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INSHARED - WE ALL BENEFIT IN CASE CLAIMS ARE <75% WE PAY BACK MONEY TO OUR CLIENTS
Launched 2009 as a greenfield, since 2016 Achmea 100% shareholder
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CUSTOMER HAPPY WITH SELF SERVICE DIGITAL POLICY FILE
Launched 2009 as a greenfield, since 2016 Achmea 100% shareholder
FULL INSIGHT - 24/7 ACCESS ONLINE
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Launched 2009 as a greenfield, since 2016 Achmea 100% shareholder
INSTANT ANSWERS - 90% SELF-SERVICE
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MOBILE FIRST STRATEGY
1-6-2017
NO APP YET EASY-TO-USE RESPONSIVE WEBSITE
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50% INTERACTIONS VIA MOBILE INSHARED LEADING WITH 1/3 MOBILE SALES
Launched 2009 as a greenfield, since 2016 Achmea 100% shareholder
14% mobile
33% mobile
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SETTLE A CLAIM ONLINE VIA STP
1-6-2017
60% NOTIFIED ONLINE AND 50% STP
Car Repair
NPS+ 39
Claims overall
NPS+ 29
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EVENT DRIVEN NOTIFICATION OF LOSS TRANSPARENT IN CONSEQUENCES
Launched 2009 as a greenfield, since 2016 Achmea 100% shareholder
Online claims a customer-centric design
Event driven process
Real-time fraud checks
Real-time insight in consequences for client
Real-time appointment repair shop
All correspondence in policy folder
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1-6-2017
HIGH CLIENT SATISFACTION & LOW COST RATIO
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(ONLINE) SUCCESS A SIMPLE EQUATION JOINT EFFORT MARKETING, DATA& IT
Traffic Conversion Margin/order Total margin
Brands with highest conversion and margin/order are winners. They will have the most budget to generate extra traffic.
Marketing
People
IT
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PROFILING CONVERSION PROBABILITY RIGHT CHANNEL FOR RIGHT PROSPECT
Launched 2009 as a greenfield, since 2016 Achmea 100% shareholder
Social 1st visit
E-mail 2nd visit
SEA 3rd visit
SEO 4th visit
Which channels used to influence optimally?
Which prospects have highest probability to convert?
Marketing
People
IT
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DYNAMIC PRICING
Smart pricing a continuous process between business & IT
Propensity to conversion
Price sensitivity
Competitor pricing
Granular level historic data
Client value data
Behavioral data
Cost level of products
1-6-2017
PROPENSITY TO CONVERT ELEMENT OF PRICING
Marketing
People
IT
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DIGITIZE WHAT CAN BE DIGITIZED
1-6-2017
ACCEPTANCE FULLY DIGITAL, WEBSERVICES KEY
Webservices
A2SP Car data and pictures
Clearinghouse Loss recovery third party
EDM/ Bisnode Geographic data
Fish Fraud data
Friss Fraud data checks acceptance and claims
iDEAL Payments
InfoFolio Data homes and residences
RDW Car registration
Roy Data Claims free years
Webservices.nl Postcode validation
VWE Data other vehicles
Marketing
People
IT
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PEERLESS PLATFORM, IN HOUSE DEVELOPED
Technical platform
Integrated Architecture
Single source of truth
Webservices
People Platform
A team with a business drive
Way of working
1-6-2017
VITAL TO SELF-SERVICE PROPOSITION
DATABASE
ADMINISTRATION
DATABASE
CMS
WEBSITE
CYNOSURE
WEBSITE
DATABASE
Tra
diti
on
al
Ou
tSh
are
d
Marketing
People
IT
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DIGITAL PLATFORM
1-6-2017
MULTI-LABEL, MODULAR SET-UP
Omni distribution and Brand
Product, Customer en Claims administration InShared N L
Product, Customer en Claims administration HEM A
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Onlin
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Omni distribution and Brand
Product, Customer en Claims administration InShared N L
Product, Customer en Claims administration HEM A
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
ices
Web
serv
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Web
serv
ices
Web
serv
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Web
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Web
serv
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Web
serv
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Web
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Web
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Web
serv
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Web
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Marketing
People
IT
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INSHARED HAS GAINED A POSITION
1-6-2017
IN FINTECH LANDSCAPE
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Fuchsia R 193 , G 086, B 131
Yellow
Purple
Blue
Light Green
RGB-KLEUREN
Dark Green
R 209 , G 147, B 002
R 082 , G 083, B 135
R 065 , G 127, B 162
R 134 , G 135, B 034
R 074 , G 121, B 076
Financial red
R 210 , G 159, B 165
Orange
Gold
R 229 , G 123, B 003
R 179 , G 143, B 075
Titel dia
VOLUME
1-6-2017
VOLUME VOLUME
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VOLUME MODEL: DOUBLING IN SIZE, CONSTANT COSTS
1-6-2017
COST RATIO IMPROVED BY 50% IN FIVE YEARS
New revenue stream: OutShared
offering our platform to others in SAAS
Reinvest profits in growth, innovation
and our platform
Cost Ratio continues to decrease & Profit
Potential increases
MIO
EU
R
years
35 % cost ratio
18 % cost ratio GWP + 100%
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CONVERSION PORTFOLIO TO OUTSHARED PLATFORM
1-6-2017
PROVEN RESULTS IN COST AND LOSS RATIO
Proven results within one year
Cost ratio down by Loss ratio down by Client Churn
cleaning up the risk portfolio
< 4%
GWP
Loss
Operational costs
31M
97%
27.5%
Original situation
30M
82%
12%
After conversion
> 50 %
2017: 75%
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Fuchsia R 193 , G 086, B 131
Yellow
Purple
Blue
Light Green
RGB-KLEUREN
Dark Green
R 209 , G 147, B 002
R 082 , G 083, B 135
R 065 , G 127, B 162
R 134 , G 135, B 034
R 074 , G 121, B 076
Financial red
R 210 , G 159, B 165
Orange
Gold
R 229 , G 123, B 003
R 179 , G 143, B 075
Titel dia
WRAP UP
1-6-2017
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KEY MESSAGES
With a pure digital model InShared is uniquely positioned in the market
Integrated way of working: business and IT go hand in hand
Excellent customer experience at low cost rates
InShared doubled in volume at constant costs
A pure digital organisation means self-service, STP and smart use of data
People and mindset are key
Our scalable platform: key lever of growth and additional revenue
Solution for greenfields and existing portfolios
Reinvesting in growth, platform and innovation
INSHARED