Background and objectives Value proposition development in five steps

Initial Idea:

Tap into the fastest growing distribution channel across all markets: the Internet. Launch a Pan European concept in multiple markets - with the Internet as the premier distribution channel. Leverage a common low-cost back end operation - that operates across all countries (economies of scale). Leverage our sophisticated underwriting scoring models. Focus on life-time value and prevention of churn model with one value proposition and customer strategy
Growth objectives 1. Core value proposition 2. Concept development 3. Business plan 4. Implementation 5. Launch

=> Hence, Zurich Connect is about launching one common standard Pan-European platform and operating

Consumers what makes them tick

Inspiration other industries

Competition triggers and barriers to switch

Consumer insights

Compelling and distinctive value proposition

Channels triggers and barriers to buy online

Zurich Connect is a disruptive new business concept

Compelling and distinctive value proposition Disruptive business concept

Low risk attitude consumers and entrepreneurs are

Zurich Connect value proposition Seize the benefits of your own behaviour, since a low-risk attitude benefits both you and us. 3 supporting pillars 3 desired associations and proof points targeted

Compelling and distinctive reward - the more you buy,

the longer you stay, the less risk you take the less you pay.

Increase customer lifetime value - Increasing product

density through bundling is key.

Simple, standardised common products and processes

that are cost efficient, reduce complexity and appeal to the customer, with only as much local localisation as absolutely required by regulators and market requirements.

The less risk you take,

the more you benefit.

The more you buy,

the more you benefit.

Fair Transparent Personal

Competitive pricing at least for the consumers that we

target.

The longer you stay,

the more you benefit.

direct direct as well as partnerships (worksite, affinity

and wholesale).

Pan-European back-end for all customers throughout

Europe. -> significant economies of scale and allows to achieve a significantly lower expense ratio.

Zurich Connect marketing and sales funnel captures and retains valuable customers
Acquire valuable customers
Generate traffic Distinctive online presence Conclude sale Maxx virtual store First sale (and first cross-sell) Contact Center
win back Cross sell renewal / churn welcome

Improving lifetime value of existing customers

Launch and leads: High impact Online domination

awareness / traffic

Seamless sales: Virtual store Contact Center

purchase

High impact communication

Acquire valuable customers

Retain and increase the value of our customers

Retain and increase the value of our customers

recommendation bonding

claims

Generate traffic Loyalty communications

Conclude sale Virtual vault Cross sales

Up sell

service

Life Time Value mgt Relationship program Virtual vault

Lifetime value management

Contact Center

Operating across Europe through one legal entity and balance sheet under Freedom of Services
Dublin: Risk carrier & headquarters Marketing framework and media strategy Technical UW and UW authority, product definition and rate model Common claims supply mgmt and referral Manage CoE requirements for and deliveries from ZIIL EPB European partnerships Accounting, reporting and reserving (excl. tasks performed by Krakow) Local Sales and marketing support Media investments Local partnerships Market information research Local claims supply mgmt. Claims management support Barcelona: ZIS Center of Excellence (CoE) Business and IT development Krakow: Accounting center Finance transaction processing
In non-EU countries e.g. Russia customers will be served with the same value proposition on the same platform with common processes. However, the risk will be written on a local balance sheet

Bratislava: Contact center Sales service support Claims notification and administration

Pilot in Spain

Personalised Homepage for Partners

Exclusive advantages for Accenture

Telephone & email personalised for Accenture

What are the Benefits of Zurich Connect?

Easy to role out to new partner Short time-to-market for new partner implementation Common web page with co-branding possibilities for partners Cost effective direct business through standardised processes, platform and products

Zurich Connect Marketing activities Posters, Flyers, banners, Electronic Newsletter

Pilot in the UK

Alliance & Leicester

The new site is a worthy addition to Alliance and Leicesters well developed internet presence, and having been delivered on schedule allows us to build an activity plan to deliver a very successful business from 2007 onwards.

Customers can: Obtain a quote Access information Retrieve a quote See a cover summary Notify a claim Access a personalised documentation vault

Partner personalised Telephone & Email

UK Intranet (UKi) for Zurich Employees

Staff discounts highlighted

Personalised customer account

Telephone & Email personalised for employees

Marketing Material Worksite Posters and Alliance & Leicester Inserts