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Allianz Group AustriaBusiness model and principles of organization

Introduction to the allianz customer service

1

§CRM approach and business model

§Allianz customer service (AKS)

§Person service

§Case Processing System (GFB)

§On-site Visit Customer Care Center

2

Customer Relationship Management (CRM) determines market development

Expansion of the product range§ Extension to financial service products§ Integration of non-Allianz products§ Extension through „Relabeling“§ Combination with association products

Service§ Organization from a hand for the customer§ Service becomes the product§ Place and time-independent service§ Bipolar customer care

Sales§ comprehensive customer care with the

complete scope over the entire customerlifetime cycle§ on site: decentralized support

CRMCRM

Orientation of the business processes

Customer

Service

Products & Marketing

Sales

Targets

Optimizing customer identification

Increasing customer value

Ensuring good customer relations

3

Allianz cares the customers by the bipolar customer care concept

Customer care through two organizational units

Branches ensure the local presence and accomplish the care registration

Agent: through personal discussion with focus on acquisitionAllianz customer service (AKS): over all contact channels (phone, mail, email, fax, etc.)

with focus on customer service as well as administrative activities in coordination with theAgent.

Agent

Personal contact & mobility

Technicalmedia & firm basis stationCCC

Acquisition Service

4

Handling 80% of the cases in one organizational unit§ Case completing handling close at the customer§ High process efficiency through single-stage handling

Further processing approx. 20% of the cases§ Subsequent organizational units work on complex cases

Standardization§ Uniform and standardized processes for the completion of the mass business§ Generate additional efficiency-potential due to quantitative iteration and

standardization of the handling process

Specialization§ Grouping of cases that occur in small quantities and/or require specific know-how

Single-stage case processing –two-staged organization

Objective of the organization structure

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§ Strict customer orientation: all information in onecustomer database

§ Integration of the contact channels: phone, email, etc.

§ Data Warehouse: data mining, campaign management

§ Process shift to customer (web)èuniform marketing- and transaction platform

GFB

CustomerCustomer

emailmail

PC

internet

fax

phone

holistic handling

CustomerCustomer CareCareCCC: Customer Care CenterCCC: Customer Care Center

Under-writing Claims Partner ... ...

Tied Agents Broker ...

Customerdistribution channels

customer service

phone email internet mailfax ....person

contact channels

§ Customer care center provide services for customers and distribution channels

§ Assistance of the contact channels: phone, email, internet, etc.

§ Customer service: first level (allrounder)

§ Back office: second level (specialists)

èCare center becomes customer contact center

Structure of the allianz serviceprovider platform

GFB & CCC: Platforms for the structure of new business areas

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§Person service



7

Objectives of Allianz Customer Service

§ Easy, direct access for our customers and sales force

§ Completion of the case at the first customer contact

§ High accessibleness and speed

§ No breaks of medium (single point of service)

§ Simple, customer focused business processes

§ Uniform quality standards

§ Targeted and efficient IT-support

8

Organization and task of Allianz Customer Service

Kundenservice (Level 1)Reinhold Stoisser

Vertragsservice (Level 2)Kurt Benesch

Schadensservice (Level 2)Gerhard Bernard

Service Person (Level 2)Daniele Szinovatz

TopReport Schadenbesichtigungs GmbHPeter Loisel

ServicemanagementGerhard Tomasitz

Top Logistikwerkstatt Assistance GmbHFriedrich Pfeifer

MVKD - MVK Datenmanagement GmbHMichael Menschel

Top Versicherungsservice GmbHGerhard BernardHarald Lankisch

§ Administration of 4 mio insurance policies Underwriting, Policy Administration

§ Settlement of claims and accounts reveivable (ca. 550.000)Active Claims Management, large loss department

§ Active Customer Service Marketing, Campaign Management

On behalf of Allianz Elementar

9

Organizational structure of Customer ContactCenters

Client

First level§ Simple business processes

(e.g. premiums information, changes in collection,..)§ Business processes with

short cycle time and high quantities

Second level§ Business processes with a

higher degree of complexityor smaller quantities§ Business processes with

long cycle time§ Business processes with

specialist knowledge

The Two-Level-PrincipleFirst level(generalists)

Second level(specialists)

Call

Non-call

§ TiedAgents§ Brokers§ Agencies

Distribution channels

10

Principle of team based processing

Every team member processes all cases allocated in his/her team independent of the former processor (thereby rapid and efficient processing is secured).

Team based processing

This principle is only broken through by the work of highly specialized teams withcomplex cases. These teams have nominated members (e.g. a nominatedemployee is responsible for one claim).

Nominated processing

11

Principle of flexible work assignment

Processing in service level 1 is split into online and offline media. Thedevelopment of our employees goes from offline media to online media (frompaper to telephone).

Online and Offline media

The work assignment of employees in service level 1 is flexible and according to utilization. That means the employees are – according to their development and training – qualified in the way that a work balance between teams is possibleeach time.

Flexible work assignment

The distribution of responsibilities for the employees in service level 1 is madeaccording to the priority of completion. It is made on a daily basis and uniform forall employees.

Distribution of responsibilities

12

Specialization and Segmentation: As example P&C claims management

Schadenfolgebearbeitung (Claims Management)

motor ILudwig Laposa,Udo-Roy Tittler

[email protected]/3009

motor IIIAlfred Cizek


motor IIErich Karlik


motor-international

Alfred Cizek


property IMarie-Angélique

Laaber, Johannes Krebs


property IIGerhard Hojsa,

Reinhard Ehrenberg


casualty IIris Rettich


casualty IIKurt Lechner


LoB specialized

Schadenerstversorgung (Customer Service)

Team Telefon IIDavid Schoeller


Team Telefon IIIBirgit Bacher-Adamek


Team digital mail IIThomas Assent


Team Telefon IKarina-Eva Kaja


Team digital mail IAndreas Achleitner


Not LoB specialized: Motor, Property, Casualty

Media-oriented

LoB-oriented

mailto:[email protected]












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§ One telefon - number (and faxnr., email) for claims and one for underwriting; forclients, sales and other business partners.

§ Our target is to complete 70 to 80% of all cases in service level 1 (for telefon calls –without further connection).

§ The calls are answered directly in service level 1 (for mass business). When this isnot possible the calls are directed to the nominated employee in the second level.

§ High quality in the telephony (LCR: under 10% and at least 80% of all calls areanswered in 20 seconds.)

§ No structural differences regarding service exist for different groups of customers. Structural differences regarding sales channels are planned (e.g. brokers).

Service elements in telephony

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§ Telephony: Lost call rate at most 10%

§ 80% of all calls in 20 seconds

§ 90% of all claims are notified within 4 days

§ 70% of all claims: within 1 day check of coverage and liability

§ 80% of all claims are closed within 20 days

§ 95% of all claims are not re-opened again

§ 90% of motor- and privat-proposal: issuing of contracts within from 3 days

§ 95% of all contracts are not underwritten again within 30 days

§ Backlog is not higher than 3 days, measured on an average entry per year

Agreed Servicelevels for Allianz Elementar

Service Level Agreements

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§Person service



16

Specialization and segmentation on example of contract management

Life, Health

TransportTransport Technik,FlugTechnic,Flight

InkassoPayment

Team Customer service contract 2

KfzMotor UHR, Industrie

casualty, Liability Industry

Team Customer service contract 1

Sach, Property, Private+Commercial

GFB

PhoneFaxMail

@@

Letter

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Specialized units in the department person insurance

LifeHeidemarie Fritsch

Life mathematiks/CompanyplanMonika Schwarzinger

HealthKarin Farkas

Service PersonDaniele Szinovatz

>> Person insurance:

§ Life

§ Group Business

§ Health

>> Tasks:

§ Offers, life mathematics

§ Proposal acceptance, risk assessment,

contract management

§ Claim management

20,4 9

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Management ratio life

§ 360.000 contracts

§ 36.500 new contracts 2004

§ 16.000 claims 2004

§ 102.000 information requests 2004

§ 62.000 non technical contract changes

§ 29.000 technical contract changes

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Functions and responsibility assignmentin scope of Life Insurance

Level Prozess

New Proposal Contract management Claim management

§ Phone first contact, contract information (Premium- and collection information, repurchase value, waiver of premium)§ Simple contract modification

(adress, name , etc.) via phoneor fax/email

§ Proposal acceptance, Risk assessment, company plan

§ Claim management (expire, repurchase, death, disability. annuities) § restriction on transferability§ 2nd-Level-Support; contract

information unit-linked insurance(phone, fax, mail)

Level 1

Level 2

§ Technical contract modification (waiver of premium, renewal,...)§ Calculation of offers, contract

information (taxes, death benefit, policeloan)

Level Prozess

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§ Scanning in advance

§ Further activity-shift to service level 1

§ Implimenting directpolicy

§ Health-daily benefit manipulation will be shifted to service level 1

§ Consolidation claim management person of the classes health and casualty

Next Steps 2005

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§Person service



22

GFB - System properties

GFB is a homogeneous all-product line system for the support of the core business processes of an insurance company.

Professional content properties

Organizational Properties

Technical properties

• GFB is functional, comprehensive and complete.

• GFB is homogeneous; all functions are available in a single system.

• GFB is an all-product line system.

• GFB is functional, comprehensive and complete.

• GFB is homogeneous; all functions are available in a single system.

• GFB is an all-product line system.

• GFB is based on modern client/server technology.

• GFB is Web-compatible.• GFB is scalable.• GFB is object-oriented.• GFB uses a company-wide

database.

• GFB is based on modern client/server technology.

• GFB is Web-compatible.• GFB is scalable.• GFB is object-oriented.• GFB uses a company-wide

database.

• GFB is organization, neutral: GFB can be used in any kind of organization.

• GFB is business process neutral: GFB allows changes in the workflow to be made to suit various procedures.

• GFB is organization, neutral: GFB can be used in any kind of organization.

• GFB is business process neutral: GFB allows changes in the workflow to be made to suit various procedures.

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GFB - Professional Content Architecture – model of functions

Field service/Agent

Agency/Broker

Internal/GeneralServices

Internal/SpecialistServices

Customer/Interested

Party

A user-specific view of the functions

Administration

Useradministration

Productadministration

Salesorganiza-

tion

Interface functions

Corres-pondence

Payments in/outContract

ClaimCommission

CommissionProcess

control /Datatransport

Periodicstatus

changes

Statistics/Analysis

PartnerAdministration

Customercare

OfferProposalContract

Claim/Payment of

Claim

Contractmanagement

FurtherFinancialServices

Core functions

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GFB – Configuration scenarios

GFB supports a three-layer client/server architecture and thus both an on-line and off-line solution, which offers the same functionality at all levels. The on-line solution in Thin Client operation isLimited to the functions relevant to the web user (broker portal, customer portal).

Application scenarios

OfficeAgencyOffice

Agency

Customer Care CenterHeadquaters

Customer Care CenterHeadquaters

Broker portal (B2B)Customer portal (B2C)

Broker portal (B2B)Customer portal (B2C)

Field service /Agent

Field service /Agent

Mainframe (MVS)

UDB/MVS

UDB/MVS

Batch-processing

Batch-processing

LAN

LAN-Server

UDB-Direct Access

UDB-Direct Access

Enduser - PCGFB - GUIGFB - GUI

Business LogicBusiness Logic

WWWEnduser - PC

WWW ExplorerWWW Explorer Business ServerBusiness LogicBusiness Logic

GUI-ServerGUI-InterfaceGUI-Interface

LAN-Server

Daten-repliaktion

Daten-repliaktion

UDB/NT

UDB/NT

LAN

Enduser - PCGFB - GUIGFB - GUI

Business LogicBusiness Logic

Offline - NotebookGFB - GUIGFB - GUI

Business LogicBusiness LogicSybase

DBSybase

DB

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GFB - Data synchronization

Notebook

LAN-Server

Mainframe

User-controlled synchronization

daily synchronization

The GFB data synchronization system provides for availability of data which is updated daily to all organizational units! The data is replicated by the mainframe computer to the LAN server and from there bi-directionally to the Notebook of the field worker.

This form of data comparison enables a large number of administrative tasks to be avoided, such as, for example, the issuing of tax office confirmation documents.

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Call Center System

à Inboundà Outbound

Web Collaboration

E-Mail/Fax

Paper documents

Printer Output

Customer Contact Center – GFB Integration

Post

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§Person service



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