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American International Group. Operations for Financial Services Warren Berey – Nicole Boone 15 December 2003. Company Structure. Domestic Structure. Product Innovation / Offerings Segmentation by company / business unit Marketing (segregated by size) Middle Market (Revenue <= $100m)

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american international group

American International Group

Operations for Financial Services

Warren Berey – Nicole Boone

15 December 2003

domestic structure
Domestic Structure
  • Product Innovation / Offerings
    • Segmentation by company / business unit
  • Marketing (segregated by size)
    • Middle Market (Revenue <= $100m)
      • Small Business (Revenue <= $10m)
    • Commercial (Revenue >$100m and <= $700m)
    • National (Revenue > $700m)
  • Operations (10 regional offices)
distribution
Distribution
  • Distribution via independent brokers
    • Alpha
    • 2nd Tier
    • Regional
  • Limited agent distribution
    • Risk Specialists Offices
  • Very limited direct distribution
aig access points
AIG Access Points
  • Underwriting Direct (via broker)
  • AIG Mail Rooms
  • Info Exchange
    • aig.infoexchange@aig.com
    • (U.S.) 1-877-638-4244
    • (Worldwide) +1-908-679-3150
  • accessaig.com
dbg access points
DBG Access Points
  • Customer Care Center (C3)
    • 1-877-TO SERVE
    • c3@aig.com
  • eUnderwriting
    • eWriter (Management Liability)
    • EXS (Umbrella)
    • PEGA (Workers Compensation)
    • e-Worldrisk (Multinational GL)
    • XML (Managing General Agents)
business development process
Business Development Process
  • Renewals
    • Solicitation letters
    • Deadline letters
    • Impact of service levels
  • New Business
    • Cross sales
      • Costs of new lines v. new customers
      • Exit costs for clients
      • Limitations on spans of expertise
    • New Accounts
  • Claims Processing
productivity efficiency
Productivity & Efficiency
  • Management Accounting
    • Income Statements
      • By Unit, Product, Market Segment, Region
    • Cash Flows (by same divisions)
  • Current Efficiency Metrics
    • Timeliness
    • Accuracy
  • Possible Future Metrics...
operational risks
Operational Risks
  • Risk Aggregation
  • Adequate Reserving
  • Data Integrity / Controls
    • Sarbanes-Oxley
    • Attrition / Information Leakage
    • Legacy systems
  • Claim Servicing
  • Technology Dependability / Reliance
future recommendations
Future Recommendations
  • Distribution Operations Design
    • Alternative Channels
    • Cross Selling
    • System Uniformity
  • Mitigating Operational Risk
    • Improve Data Quality
    • Lessen Administrative Burden
  • Align Evaluation with Business Objectives
    • Balanced Scorecard
    • DEA