aegon.com

Sales Advisor of the Future (SAoF)

Bernard Taverne

Development manager Operational Excellence in Aegon

May 24 2013

Operational Excellence in Insurance Forum23-24 May 2013 in Munich

2

Aegon at a glance

+20 marketsTHROUGHOUT THE AMERICAS, EUROPE AND ASIA

PENSIONSASSET MANAGEMENTLife

insurance

Underlying earnings before tax in 2012

EUR 1.8 billion

Net income in 2012

EUR 1.6

billion

Revenue-generating investments

EUR 476

billion1

1) As per March 31, 2013

24,000EMPLOYEES1

3

Presented on the Operational Excellence Forum 2013

4

Our products and services have never been more needed

Increasing longevity and

aging populations

Financial market volatility

Reduced safety net from government,

employers and family

Demographic and economic uncertainties

People need to take their own responsibility

Need for financial guarantees

Need for accumulation

products

Need for long-termprotection

Opportunity to help fulfill financial needs

Providing peace of mind

=

5

Brief intro Turkey & Aegon Turkey

Main Socio-Economic Indicators 2012

Population (end of year) 75.627.384

Urban Population 77,30 %

Employment 25.291.000

Unempolyment Rate 9,40 %

Average Age 30,1

Gross Domestic Product (USD Million) 804.360

GDP Growth Rate 10,30 %

Minimum Wage (TL) 978,60

Average Wage of our Target Client (TL) 7.000-8.000

?

Exchange Rate: 1$=1,8 TL;1 €=2,3TL

Turkey Aegon Turkey

Operate on...

Life Insurance

Risk Saving

Pension

35 million internet

users

65 million GSM users

56 million Credit

card users

Distribution Channels

Direct Sales Force

External (Tied) Agency Bancassurance Corporate

Number of advisors:685

6

How Things Work Without “Sales Advisor of the future”?

• Enrollment• Pre – UW*

Region and Branch

• Technical UW• Medical UW• Financial UW

AEGON Central Office

• Policy and Agreement Transmission

AEGON Central Office

Sales

* UW = Underwriting

7

MO

BIL

E P

LA

TFO

RM

FIG

LO

Presales

New process “sales advisor of the future” versus old process

For Sales

View My Calendar

Edit My Calendar

Create New Customer

Enter Have

Enter Want

Enter Do

Calculate Need

Propose Product

Calculate Pricing

Enter Application Form

e-Signature

e-Underwriting

Automated Collection

Issue Policy

Email Customer

Sales & Enrollment

After Sales

SGOSales Force

Auto-mationSystem

AKADEMIPension & Insurance

Management System

FigloFinancial Analysis

and Planning

Tool

PrintcomDocuments&messagingPdf & e-mail

Welcome call

Presales

No mobility & optimal steering advisers

View My Calendar

Edit My Calendar

Create New Customer

For Sales

Simple Financial Analysis

Danger of product

push

Calculate Pricing

Enrollment

Manual Enter Application Form

Rework for incomplete applications

After Sales

Manual UW

Manual Collection with phone

Printing & postpolicy

No integration

No integration

No integration

Collect applications via post or

agents

Fill Hardcopy Application Form

Welcome call

8

Business case Sales adviser of the future: benefits & investments

Aegon View Employee View

• Empowered Employees (pm)

Customer View

• Best Advice• Need Base

Selling• Fast service

B

en

efi

ts

Ticket size Increase

Sales Productivity

Retention

Cross Selling Opportunity

Compliance

Reputation

Cost Decreasing

In

vestm

en

t

IT Investment3G ConnectionTrainingConsulting

9

Financial planning tool Figlo – Have-want-need-Aegon product

1010

Application Form

• Application information can be displayed with tabs and fields can be filled.

Application

• Previous data is automatically transferred to this page

Other

My Calendar

New Customer

Financial Analysis

Calculation and Recommendation

Application Form

Pre-UW

Signature

Application Transfer

E-UW

Collection

Policy

1111

E-Signature and Confirmation

• E-Pens or with finger

E-Signature

• After saving e-signature, the signature verification of the customer is sent by an SMS.

• The Costumer has to reply the confirmation SMS.

• After confirmation the next step can be started.

Confirmation Message

My Calendar

New Customer

Financial Analysis

Calculation and Recommendation

Application Form

Pre-UW

Signature

Application Transfer

E-UW

Collection

Policy

1212

E-UW

• There are two possible results• UW approved• UW disapproved

E-UW

• Passes to E-Collection step.

Approved

• Substandard UW case will be processed in UW department

Disapproved

My Calendar

New Customer

Financial Analysis

Calculation and Recommendation

Application Form

Pre-UW

Signature

Application Transfer

E-UW

Collection

Policy

1313

Collection

• With this button you can switch to Virtual POS screen.

Collection

My Calendar

New Customer

Financial Analysis

Calculation and Recommendation

Application Form

Pre-UW

Signature

Application Transfer

E-UW

Collection

Policy

1414

E-Policies and Delivery

• If e-underwiring process ends up positive system creates the application and sends it to customer.

•E-policy also shared with outsourced printing and shipping companies.

Live Production Policy

My Calendar

New Customer

Financial Analysis

Calculation and Recommendation

Application Form

Pre-UW

Signature

Application Transfer

E-UW

Collection

Policy

1515

Thank you and your questions please ?

Bernard Taverne – Bernardctaverne@gmail.com + 31 6 23 5365 73