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26 May 2016| Albert Spijkman |Leiden

Innovation at Achmea

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VR-Experience

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Instruction video

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Trends

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Customers increasingly want to do digital business and are influenced by best-in-class experiences of other industries. This impacts customer behavior and expectations.

Customers want..

Empowered

Read customer experiences and post feedback

Mobile first Overview & insight

Arrange & manage admin instantly

Personal approach

Connected to the environment

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Our motives for change & innovation

Improve customer service

Improve customer acquisition

Decrease TCO by offering easy online self

service

Reinvent business models

Renew propositions and create added value

Increase customer satisfaction & loyalty

Improve X-sell & retention by more

meaningfull contact with customers

Decrease price in order to operate competitive

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Our motives for change & innovation

Improve customer service

Improve customer acquisition

Decrease TCO by offering easy online self

service

Reinvent business models

Renew propositions and create added value

Increase customer satisfaction & loyalty

Improve X-sell & retention by more

meaningfull contact with customers

Decrease price in order to operate competitive

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Innovation framework & Vision

Innovation Framework & Vision

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Innovation framework

(Digital) Innovation

Digital Excellence

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Impact Growth NPS Cost

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Customer Events Customer rethink: Digitalization based on customer events

Strategic Innovation Business rethink: The development of innovative propositions, new business models based on strategic innovation themes

Foundation Process rethink: Digitalization of all processes for full omni-channel customer journey

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↗

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Impact Growth NPS Cost

Innovation framework

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↗

↗

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Customer Events Customer rethink: Digitalization based on customer events

Strategic Innovation Business rethink: The development of innovative propositions, new business models based on strategic innovation themes

Foundation Process rethink: Digitalization of all processes for full omni-channel customer journey

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Strategic Innovation themes

Safe living Environment

Healthcare Innovation Mobility & Accessibility

Retirement services

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Our Vision

Support on daily

challenges

Prevention

Insurance

Customer

Value proposition An insurer can no longer afford to simply insure its

customer’s risks and compensate them in case of a claim…

...but must expand its field of interaction to risk prevention…

…and more globally to daily proactive support for its customers during their entire life for all their daily challenges

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Key challenges

Key Challenges

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Key challenges

Insurance Application

Insurance payment

Insurance Claim

I’m moving

I want to secure my

home

I want to get back in shape &

lose 10kg

I want to buy a car

I want to quit smoking

I am looking for a new

neighbourhood to move in

I want to estimate a

house’s price

I want to estimate the

price of future works

I want to do insulation

work

………

My insurer

My insurer

Me

Me

Differentiate from the competition through services offer

New competitiveness, new competition

Develop new sources of profitable growth

Insurance-claims reduction through prevention + new revenue streams + useful data and leads

Reinvent customer relation

A wider field of intervention and a richer customer relationship

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Extended value proposition1

Customer

I secure my home against burgurly

HOME

MOTOR

HEALTH

ENTERPRISE FINANCE & RETIREMENT

I make renovations

I want to save on my energy bills

I’m looking for a new place

I’m renting / I’m sharing

I secure my vehicle

I have to do a technical check

I’m going on holidays

I rent / I Share a car I buy / sell

my car

I want to manage the risks of my

company’s assets

I manage my e-reputation

I want to empower my employees through

training

I need training to become a better

manager

I’m looking after my close ones

I need advice about my financial wealth

I’m looking for a retirement home

I quit smoking

I exercise

I’m looking for home help

I equip my home to better fit my physical

state

I’m looking for a retirement home

I’m moving

I had a disaster and I need to secure

my home

I check the weather to plan my trip

I eat healthily

I do health check-ups

I’m on a diet

I’m planning my retirement

I prepare my succession

I manage my budget

1. Illustrative and non exhaustive

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Innovation Funnel

Ideation

Gate 2 Gate 3 Gate 4

Discovery & Scoping Development Test & Validate MVP Commercialization

Gate 1

• Workaway • TOON

• Smart City - Eersel • Environment – Water mgt • Rockstart E-Health • CAIR • Eurocross Travel • Block Chain

Mobilitity Smart Home Health Innovation Pension Agro Other

Roadguard

Mobility Engine

FBTO UBI

Homies

Home Wizard

Neokidney

ACTIFY

Rockstart eHealth

Eurocross Travel

CAIR

Smart City

Nano pil

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HOMIES

• Homies wants to solve the lack of security in low-income neighborhoods by connecting people and developing mutual trust.

• The proposition builds on the Homies Intelligent burglary sensor, connecting all residents enrolled to the platform through an innovative WhatsApp service.

• Homies wants to reduce the number of burglaries and deaths by fire in social tenements down to zero while increasing neighborhood quality of life.

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Roadguard

• Road Guard: roadside assistance directly without a subscription or insurance. For the one time you happen to get unlucky indeed , use our app. Whether you come to stand still in the middle of nowhere or in front of your own door with a starting problem.

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Actify

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• Start with Actify. Actify helps you convert daily patterns of healthy habits

• Start with your healthy life! : • See where you stand • Be inspired • Participate in challenges

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Homewizzard

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• This Interpolis House Caretaker solution is a package with a smart smoke- and water detector , a smart lamp and an app. which will alert you in case of smoke development or water leakage but also lets you remotely control your lamps.

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Value of Independer

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Value drivers of Independer for Achmea

Leverage expertise between Independer and operations in existing and new markets related to the capabilities of an aggregator.

Opportunities developing aggregator markets abroad

Fast growing online orientation and proposition comparison

Increasing online acquisition through aggregators Growing aggregator market

Independer operates close to the online customer developing excellent knowledge of the customer needs and preferences Excellent online customer knowledge

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Key messages

Customers increasingly want to do digital business and are influenced by best-in-class experiences of other industries. This impacts customer behavior and expectations.

Achmea has different motives for change & innovation and is innovating at different levels

Achmea innovates at different levels to fulfill our customers’ wishes to keep ahead of competition.

Our propositions are moving beyond core insurance and prevention services

Our key challenges are:

- Reinvent customer relation

- Develop new sources of profitable growth

- Differentiate from the competition through services offer and innovative propositions

Being close to the online customer Independer offers a valuable knowledge of customer behaviour … and acts as an innovative platform to evolve the aggregator market.

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