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RESO-Garantia Insurance Company YOU CAN RELY ON US! Moscow 2010.

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Presentation on theme: "RESO-Garantia Insurance Company YOU CAN RELY ON US! Moscow 2010."— Presentation transcript:

1 RESO-Garantia Insurance Company YOU CAN RELY ON US! Moscow 2010

2 2Y O U C A N R E L Y O N U S RESO-Garantia insurance company was founded on November 18, 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, 36.7% Еuropean Bank for Reconstruction and Development (EBRD), 6.3% YOU CAN RELY ON US! Dmitry Rakovschik General Manager Igor Cherkashin Senior Deputy General Manager Sergey Sarkisov Chairman, Board of Directors Corporate top management:

3 3Y O U C A N R E L Y O N U S The companys 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 Russias 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 category In 2009, RESO-Garantia won the National Prize of Financial Olympus, in the Motor Insurer category The Company is listed among 40 best Russian brands that is annually drafted by the Interbrand international company RESO-Garantia is the Recognized Insurance Market Leader

4 4Y O U C A N R E L Y O N U S RESO-Garantia in 2009 In 2009, the Russian insurance market premiums were down by 7%. RESO-Garantias 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 premium RUB 18,589,000,000 – indemnity payments RUB 2.4 billion – net profit 3,175,000 individual customers 178,000 corporate customers Car sales in Russia, million/year halved Mortgage loans in Russia, USD million a year 4-times drop -7% Insurance market receipts, RUB billion RESO-Garantias market share

5 5Y O U C A N R E L Y O N U S 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. RESO-Garantia Portfolio RESO-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 reinsurance RESO-Garantia uses services of global reinsurers: Accident Liability Cargo Tourism CMTPL VMI Property CASCO

6 6Y O U C A N R E L Y O N U S RESO-Garantia Market Share in TOP-5 per LOBs as of 9m 2010

7 7Y O U C A N R E L Y O N U S 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 companys 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 level 5,447 staff employees in the head office and branches More than 1,500 new employees were engaged, 212 new branches and sales outlets were opened during the recession. Agency Network and Sales Channels

8 8Y O U C A N R E L Y O N U S RESO School – Professional Training Center 56,500 persons were trained at RESO School for 10 years 55 training courses in insurance products and sales methods were designed; most of them were converted into the DVD format More than 70 business coaches teach at RESO School branches The system of remote training and online testing in the main products of the company, via the Training Portal, was established Webinar technologies are used to work with regions The Golden Salamander prize was awarded to RESO School, a professional training center, twice, as to the countrys best insurance school

9 9Y O U C A N R E L Y O N U S Service Quality and Innovation Technologies Uniform customer service quality standard Customer 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 customers messages is left without attention and response. Customers have more than 10 channels to contact RESO-Garantia. Mystery Shopping GeographyFeedback Channels with Customers

10 10Y O U C A N R E L Y O N U S Modern IT and Communications Technologies All of the companys branches operate in the online mode: Centralized accounting Centralized settlement of insurance cases Payments at any branch Remote access of agents to the information System The 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. Petersburg Short text messages are automatically sent to customers as to the need to extend a policy or to pay an installment Compulsory motor liability insurance (CMTPL), and casco insurance policies can be issued independently on the companys website* *special product version for the Internet Video conferences with remote branches

11 11Y O U C A N R E L Y O N U S 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 12Y O U C A N R E L Y O N U S 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 insurance as their local insurer, RESO GARANTIA protects and takes care of AXA Groups corporate customers as part of global programs and in accordance with the requirements of all stakeholders involved in the program deals with AXA-MAXIS network, a global expert in development and implementation of employee benefit programs for international corporations is 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 customers A 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 13Y O U C A N R E L Y O N U S Cooperation between and Insurance coverage for large enterprises and multi-national customers: Flexible approaches Quick solutions Service quality Impeccable reliability Dedicated contact for all matters Insurance contracts are drafted in Russian and English Insurance Terms and Conditions take into account the customers needs and largely meet global standards and state of the art international practice Extensive experience in insuring various industrial and business facilities – buildings, production facilities, warehouses, office premises Insurance against business interruption Liability insurance, including professional liability Cargo and other risk insurance Pre-insurance appraisal and assessment of works of art and other rare insurance objects Extensive reporting to the customer and/or broker when needed (number of claims, time settlements,…)

14 14Y O U C A N R E L Y O N U S Cooperation between and Motor insurance leader in Russia A special center for multi-national customers car fleet insurance was created jointly with AXA The 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 country Expert in voluntary health insurance Special center for voluntary health insurance for corporate personnel Own ambulance services in Moscow and St. Petersburg Broad 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 Insurance coverage for large enterprises and multi-national customers:

15 15Y O U C A N R E L Y O N U S Some French international customers of Insured at RESO-Garantia

16 16Y O U C A N R E L Y O N U S Some customers of RESO-Garantia – globally known companies and business leaders in Russia

17 17Y O U C A N R E L Y O N U S Partners of RESO-Garantia – major banks

18 18Y O U C A N R E L Y O N U S 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) Membership in Associations and Unions 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 19Y O U C A N R E L Y O N U S 11 members of the Board of Directors, including: –Two independent directors –Three directors from АХА, including a member of the AXA Group Management Board –Director from EBRD Independent members of the Board of Directors head –Audit Committee –Remunerations Committee Efficient internal audit system IFRS auditors of the company are KPMG, RAS auditors are Marillilon (Kreston International) Top management visits at least 15 corporate branches annually Corporate Governance

20 20Y O U C A N R E L Y O N U S The Golden Salamander award in the Corporate Edition category 25,000 copies is the aggregate circulation of corporate mass media, namely: RESO Newspaper, RESO Magazine, RESO University Information mailing of the RESO Group News newsletter to all employees and agents Internal corporate website (Intranet) is available at all of the companys branches Every branch has its own page at Information Policy: Corporate Mass Media

21 21Y O U C A N R E L Y O N U S Information Openness – Hot line on the website for compulsory motor liability insurance (CMTPL) customers Eleven online calculators to calculate the cost of policy Comprehensive corporate information: Articles of Association, quarterly balance sheets, issuers reports, annual reports. The website of is the most frequently accessed website of a Russian insurance company – more than 110,000 visitors monthly

22 22Y O U C A N R E L Y O N U S 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 Sergey Sarkisovs charitable foundation channeled more than 2.3 million rubles to help sick children in 2009.

23 23Y O U C A N R E L Y O N U S RESO-Garantia OJSIC Multi-purpose insurance company RESO-Garantia Life Assurance Company Life assurance company UNITY Re RIC LLC Reinsurance MIC RESO-Med LLC Statutory health insurance Medilux-TM LLC Chain of MedSwiss medical centers СORIS Assistance (St. Petersburg) LLC Private ambulance service Belrosstrakh Belarus PRO100 Insurance Ukraine NSK Kazakhstan RESO Savings Fund (private pension fund) Private pension fund RESO-Avto-Service LLC Car maintenance. Body repair station RESO-Credit Business Bank OJSC Mortgage lending Retail deposits INSURANCE IN CIS INSURANCE COMPANIES MEDICAL CENTERS RESO Group BANK CAR REPAIR PENSION FUND RESO-Leasing LLC Leasing of highly liquid types of machinery and equipment LEASING COMPANIES RESO 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. Uni RESO Armenia Impromed LLC Private ambulance service

24 6 Nagorny Proezd, Moscow Tel. (495) , fax (495) YOU CAN RELY ON US! OJSIC «RESO-GARANTIA» 09/2010

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