Presentation on theme: "RESO-Garantia Insurance Company"— Presentation transcript:
1 RESO-Garantia Insurance Company YOU CAN RELY ON US!RESO-Garantia Insurance CompanyMoscow • 2010
2 YOU CAN RELY ON US! Corporate top management: RESO-Garantia insurance company was founded on November 18, 1991.The share capital of the company stands at RUB 3.1 billion.Principal shareholders:S.E. Sarkisov, 27.2%,N.E. Sarkisov, 27.2%,A.N. Saveliev, 2.5%;AXA Global Insurance Group, %Еuropean Bank for Reconstruction and Development (EBRD), 6.3%Corporate top management:Sergey SarkisovChairman, Board of DirectorsDmitry Rakovschik General ManagerIgor Cherkashin Senior Deputy General Manager
3 RESO-Garantia is the Recognized Insurance Market Leader The company’s financial stability is confirmed by the rating of А++, Extremely High Reliability Rating, assigned by Expert RA (rating agency)The company is included in the most prestigious, ranked list of Russia’s top companies as made by Expert 400: in 2010, RESO-Garantia OJSIC ranked # 132 in the honorary list of the leading companies in the Russian economy.RESO-Garantia is the winner in the nation-wide contest Popular Brand/ Brand # 1 in Russia, in the Insurance Company categoryIn 2009, RESO-Garantia won the National Prize of Financial Olympus, in the Motor Insurer categoryThe Company is listed among 40 best Russian brands that is annually drafted by the Interbrand international company
4 RESO-Garantia in 2009In 2009, the Russian insurance market premiums were down by 7%.RESO-Garantia’s market share increased to 5.9%During the recession, RESO-Garantia showed stability and business solvency and maintained # 4 in Russia in terms of collected insurance premiums (# 3, without regard to captive insurance companies).RUB 30,161,000,000 – collected insurance premiumRUB 18,589,000,000 – indemnity paymentsRUB 2.4 billion – net profit3,175,000 individual customers178,000 corporate customers-7%Insurance market receipts, RUB billionRESO-Garantia’s market shareCar sales in Russia, million/yearhalvedMortgage loans in Russia, USD million a year4-times drop
5 RESO-Garantia Portfolio Stability is ensured by the balanced portfolio of contracts, the structure of which is similar to that of the entire insurance market.The company offers the widest selection of insurance services for companies and individuals and is particularly successful in selling of the most sought and popular services, such as motor insurance, compulsory motor liability insurance (CMTPL), property, voluntary health, cargo and liability insurance.Simple mass insurance products for individuals.Special products for a broad range of small enterprises – RESO-Office and RESO-Entrepreneur policies.Specialized departments of the company are in charge of corporate customers: they develop insurance solutions adapted to customers’ needs to provide high quality services.AccidentTourismVMICMTPLLiabilityPropertyCASCORESO-Garantia OJSIC is a multi-purpose insurance company holding licenses S # and P # issued by the Federal Insurance Supervision Service for 102 types of insurance services and reinsuranceCargoПотерялась часть данных от диаграммыRESO-Garantia uses services of global reinsurers:
7 Agency Network and Sales Channels RESO-Garantia is represented in all of the Russian Federation constituents, both in multi-million-strong cities and in small population centers.Regions account for 46% in the company’s premium collections.There are 787 sales and customer service offices across the country.19,925 insurance agents – the best agency network in Russia in terms of the training level5,447 staff employees in the head office and branchesMore than 1,500 new employees were engaged, 212 new branches and sales outlets were opened during the recession.
8 RESO School – Professional Training Center The Golden Salamander prize was awarded to RESO School, a professional training center, twice, as to the country’s best insurance school56,500 persons were trained at RESO School for 10 years55 training courses in insurance products and sales methods were designed; most of them were converted into the DVD formatMore than 70 business coaches teach at RESO School branchesThe system of remote training and online testing in the main products of the company, via the Training Portal, was establishedWebinar technologies are used to work with regions
9 Service Quality and Innovation Technologies Uniform customer service quality standardCustomer satisfaction and loyalty studies. As compared with 2008, in 2009 the satisfaction index rose by 4 points.Mystery Shopping in branches throughout the country: in 2009, ‘secret buyers’ visited 225 agencies across Russia; in 2010, the plan is to check up at least 350 agencies.“Hot line” for customers is a tool enabling not to lose customers’ calls, if the required specialist is busy or absent. During 6 months of 2010, 4,274 hot line calls were processed. 99.9% messages were processed in due time (for 1 to 2 business days).Daily handling of customers’ calls: none of the customer’s messages is left without attention and response. Customers have more than 10 channels to contact RESO-Garantia.Mystery Shopping GeographyFeedback Channels with Customers
10 Modern IT and Communications Technologies All of the company’s branches operate in the online mode:• Centralized accounting • Centralized settlement of insurance cases • Payments at any branchRemote access of agents to the information SystemThe 24/7 calling center in Moscow with the single federal number handles more than 4,500 calls daily. The average waiting time on line does not exceed 22 seconds.24/7 medical helpdesks in Moscow and St. PetersburgShort text messages are automatically sent to customers as to the need to extend a policy or to pay an installmentCompulsory motor liability insurance (CMTPL), and casco insurance policies can be issued independently on the company’s website**special product version for the InternetVideo conferences with remote branches
11 Service Quality Leads to Increase in Sales RESO-Garantia became the leader in the direct damage indemnification (DDI) procedure in compulsory motor liability insurance (CMTPL), by offering payments within 7 days to customers*The promo campaign in autumn 2009 was based on the 7-day DDI offering.In the recession, a possibility to get money quicker is a significant advantage sought for by many.*Upon filing of all documents and obtaining acceptance from the guilty company (provided that the Law requires that the indemnity be paid within 30 days, i.e. 4 times longer).
12 Cooperation between and Developed since 2008, the strategic partnership with AXA, one of the worldwide global insurance leaders, enriched RESO-Garantia with experience, tools and solutions that enables to meet the needs in insurance and financial protection of any global company developing business in Russia.RESO-Garantia:is the Russian representative of AXA Corporate Solutions, a global leader in corporate insuranceas their local insurer, RESO GARANTIA protects and takes care of AXA Group’s corporate customers as part of global programs and in accordance with the requirements of all stakeholders involved in the programdeals with AXA-MAXIS network, a global expert in development and implementation of employee benefit programs for international corporationsis a member of the French Chamber of Trade and Commerce in Russia, and a key partner in insurance of French companies developing business in Russia.Special focus on customers:A special business unit with experienced experts who are fluent in different languages was established for servicing foreign customersA representative of AXA Group is a top manager of RESO-Garantia holding the post of Deputy General Manager, Development. He is in charge of, in particular, global customers to ensure the necessary and absolute attention to them and the delivery of appropriate insurance solutions and of expected service level
13 Cooperation between and Insurance coverage for large enterprises and multi-national customers:• Flexible approaches• Quick solutions• Service quality• Impeccable reliability• Dedicated contact for all mattersInsurance contracts are drafted in Russian and EnglishInsurance Terms and Conditions take into account the customers’ needs and largely meet global standards and state of the art international practiceExtensive experience in insuring various industrial and business facilities – buildings, production facilities, warehouses, office premisesInsurance against business interruptionLiability insurance, including professional liabilityCargo and other risk insurancePre-insurance appraisal and assessment of works of art and other rare insurance objectsExtensive reporting to the customer and/or broker when needed (number of claims, time settlements ,…)
14 Cooperation between and Insurance coverage for large enterprises and multi-national customers:Motor insurance leader in RussiaA special center for multi-national customers’ car fleet insurance was created jointly with AXAThe company has in place the biggest payment centers in Moscow and St. Petersburg, which ensure maximum convenience to customers in both capitals and guarantee prompt and accurate settlement of loss events in any place of the countryExpert in voluntary health insuranceSpecial center for voluntary health insurance for corporate personnelOwn ambulance services in Moscow and St. PetersburgBroad range of insurance programs and coverage types for employees and their families based on own modern polyclinics and a network of partner specialized medical institutions of any profile throughout Russia
15 Some French international customers of Insured at RESO-Garantia
16 Some customers of RESO-Garantia – globally known companies and business leaders in Russia
18 Membership in Associations and Unions • All-Russian Union of Insurers• Russian Union of Motor Insurers• National Union of Liability Insurers• Russian Tourist Industry Union• Moscow Chamber of Trade and Commerce• French Chamber of Trade and Commerce (CCIFR)• Union of Insurers of St. Petersburg and the North-West• Russian Corporate Club of the World Wildlife Foundation (WWF)• Housing Mortgage Loans Agency• Green Card National Office• Russian P&I Pool• Union of Maritime Insurers• Anti-Hijacking Association• Association of Russian Car Dealers• National Union of Agricultural Insurers• Sochi Insurance Pool
19 Corporate Governance 11 members of the Board of Directors, including: Two independent directorsThree directors from АХА, including a member of the AXA Group Management BoardDirector from EBRDIndependent members of the Board of Directors headAudit CommitteeRemunerations CommitteeEfficient internal audit systemIFRS auditors of the company are KPMG, RAS auditors are Marillilon (Kreston International)Top management visits at least 15 corporate branches annually
20 Information Policy: Corporate Mass Media The Golden Salamander award in the Corporate Edition category25,000 copies is the aggregate circulation of corporate mass media, namely: RESO Newspaper, RESO Magazine, RESO UniversityInformation mailing of the RESO Group News newsletter to all employees and agentsInternal corporate website (Intranet) is available at all of the company’s branchesEvery branch has its own page at
21 Information Openness – www.reso.ru The website of is the most frequently accessed website of a Russian insurance company – more than 110,000 visitors monthlyHot line on the website for compulsory motor liability insurance (CMTPL) customersEleven online calculators to calculate the cost of policyComprehensive corporate information: Articles of Association, quarterly balance sheets, issuer’s reports, annual reports.
22 Social Responsibility It is for more than 8 years already that the company has partnered with the World Wildlife Foundation (WWF).The company makes charitable donations to the Foundation upon each hull insurance policy sold.Partnership with CAF (Charities Aid Foundation).Employees gathered more than 650,000 rubles of personal donations under CAF programs in 2009.Sergey Sarkisov’s charitable foundation channeled more than 2.3 million rubles to help sick children in 2009.
23 RESO GroupRESO Group was founded in 2004 and currently represents a diversified holding with assets not only in the insurance business (including in the CIS countries) but also in medical services, leasing, development and asset management.INSURANCE COMPANIESLEASING COMPANIESMEDICAL CENTERSINSURANCE IN CISRESO-Leasing LLCLeasing of highly liquid types of machinery and equipmentMedilux-TM LLCChain of MedSwiss medical centersBelrosstrakhBelarusRESO-Garantia OJSICMulti-purpose insurance companyPRO100 InsuranceUkraineRESO-Garantia Life Assurance CompanyLife assurance companyСORIS Assistance (St. Petersburg) LLCPrivate ambulance serviceNSKKazakhstanBANKUNITY Re RIC LLCReinsuranceImpromed LLCPrivate ambulance serviceUni RESOArmeniaRESO-Credit Business Bank OJSCMortgage lendingRetail depositsMIC RESO-Med LLCStatutory health insurancePENSION FUNDCAR REPAIRRESO Savings Fund (private pension fund)Private pension fundRESO-Avto-Service LLCCar maintenance. Body repair station
24 6 Nagorny Proezd, Moscow 117105 Tel 6 Nagorny Proezd, Moscow Tel. (495) , fax (495)YOU CAN RELY ON US!OJSIC «RESO-GARANTIA» • 09/2010