Increasing Income Streams and Reducing Risk ALB National Conference 4 th Edition

1. 23rd October , 2008 Increasing Income Streams and Reducing RiskALB National Conference 4th Edition Wayne Rees – Regional Director Consumer

2. What is unique about Marsh? • Global Presence with local support. • World-class Service • Innovative Solutions • Commitment to Excellence • Partnership Approach We will consistently deliver high-quality services designed to support your business needs today and aggressive growth goals going forward.

3. Sales and Marketing Product Innovation Placement (Brokerage) Underwriting Risk Transfer Policy Servicing Claims Processing ConsumerConnexions is much more than brokerage or third-party administration Client Sales and Marketing Product Innovation & Design Placement (Brokerage) Underwriting Risk Transfer Policy Servicing Claims Processing Insurer Typical role of a broker Brokerage Program Management Global capabilitiesLocal delivery Client Captive / Insurer Global scale innovation and efficiency gain Marsh relationship Marsh Program Management We are not “just another intermediary” Our approach streamlines the value chain • Greater mutual profitability and/or • Cost savings / greater value to customers

4. Key Benefits Program Panel Set-up • Existing investment • Scale and infrastructure • Global network • Marsh expertise • Customer experience Management • Marketing & product expertise • Insurer relationships Products Insurer A 1 2 Insurer B 3 4 Insurer C Program design Customers Customer Experience Management Center of Excellence CRM IT Platform Claim analysis Customer analytics Direct Marketing Sell / Cross-sell / Up-sell Marsh ConsumerConnexions Sponsor Constituents (1 to 1 to Many) Our global program management capability is the unique value proposition that is winning multinational business Value Proposition • Best-in-breed product • “Plug & play” carriers • Bundled/Unbundled customer experience management • Increased take-up rates • Proprietary technology • Global consistency • Leverage with insurers • Economies of scale & single platform

5. Our clients are multinational companies who increasingly want us to better leverage that network on their behalf

6. Our business enjoys a global network of resources and is driving towards scale and greater global connectivity • Over 2,000 client sponsors • Over 1,000 client Web sites developed and hosted • More than 10 million customer service calls annually • More than 9 million claims paid annually • Process 10 million plus policy/coverage transactions annually • 65 years experience in program administration • Relationships with over 150insurers • More than 3,500 individuals on staff • More than 10 million customers • Database information on more than 30 million prospects • Direct mail solicitations into more than 60 million households

7. Direct and Database Marketing Integrated Cross-Media Promotion Marsh will work through all available channels to maximizeparticipation in programs • Direct Mail from multi-piece enrollment kits to simple postcard program reminders • Webfrom product communication via e-mail and interactive education to premium quoting, fulfillment, and click-to-bind enrollment with online premium payment • In- and Outbound Telephone integrates with other communications to provide customer service follow-up, competitive quotes for coverage that can be bound immediately, upsell and cross-sell of other products, and customer conservation • Print/Radio/Television Advertising for trade journals, publications, podcasts, closed-circuit or broadcast, and much more • Onsite Events including trade shows, conventions, benefit fairs, and on-site enrollments

8. Direct and Database Marketing Providing Relevant Benefit Offers to the End Consumer Audience Data Warehouse Marketing Delivery Channel Integrated Administration Your Customer Customization Funnel Targeted Direct Mail Inbound/Outbound Telemarketing Telemarketing Inbound/Outbound Click-to-Apply Web sites, where we can bind and accept coverage online E-mail Communications Application processing as a result of direct response and fulfillment activities Search Engine Marketing Rules-based communications engine creates personalized, event- triggered communications Placements on Web sites(banner ads, featured products) In-person meeting where appropriate

9. Product Ideas

10. Increasing income opportunities

11. Core Products • NEW CAR EXTENDED WARRANTY • USED CAR WARRANTY • SERVICE CONTRACTS • MAINTANENCE CONTRACTS • ROADSIDE ASSISTANCE MOT INSURANCE • TYRE INSURANCE • KEY PROTECTION • GAP PRODUCTS • VEHICLE REPLACEMENT • CREDITOR INSURANCE • BRANDED/FIXED PRICE CASCO/MTPL • ADDITIONAL OPPORTUNITIES

12. GAP FINANCE PROTECTION VA L U E Finance Outstanding Vehicle purchase price Insurance companies valuation TIME

13. VEHICLE REPLACEMENT PROTECTION VEHI CLE VALUE Vehicle purchase price ? Difference? Insurance companies valuation 1YR 2YR 3YR TIME

14. IT Functionality • Policy Management • Provides capability for creation, renewals and cancellation of insurance policies. • Claims Administration • This module provides functionality for claim creation and adjudication; claim and appeals workflow. • Customer Self-Service • Client-branded web access to allow end-customers to manage policy details, claims registration and tracking, and fulfillment handling. • Inventory & Fulfillment • Inventory section provides a way to manage product repository, price data for the replaceable items. Order creation, fulfillment process and like-for-like functionality. • Customer Case Management • Ability to manage all interactions in a single place. Provides a 360° view of the customer account. • Reporting & Documents • Flexible Reporting module that enables user-defined and ad-hoc reports. Document generation and storage. • Finance Module • Enhanced finance functionality using Marsh Financial/Accounting system; Direct Debit and Credit Card Integration. • Scheme and User Administration • User Maintenance with various security roles.

15. Marsh is able to provide an end-to-end solution Customer Relationship Management Claims Administration Migration Marketing Enrollment • Discovery process for smooth transition • Project plan developed with client • Award-winning marketing services to ensure program success • Marsh utilizes all marketing channels • Inbound servicing done through global call centers • Technology and intensive training support call center staff • Marsh focuses on enhancing customer experience to enhance your brand • Customized program performed in-house • proprietary Marsh system that processes claims

16. IT Local Language Systems and Support

17. Market Analysis Sales & Financial Reporting Systems Product Development Repair Claims Management Direct Sales Force Risk Analysis Administration Insurance Placement Pricing Our success is driven by our collaborative approachSuccessful program management requires engagement at every level Training & Development

18. Contact us Marsh Broker de Asigurare- Reasigurare Sos. Nordului 24-26, Sector 1, Bucuresti Tel: +40 21 2321874 Fax: +40 21 2322102 E-mail: office@marsh.ro Wayne Rees, Regional Director - Consumer Phone: 00421259205461 | Mobile: 0044782 5063128 Wayne.Rees@marsh.com www.marsh.ro / www.marsh.com

19. www.marsh.ro / www.marsh.com