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Do not put content on the brand signature area Jetse Frederik de Vries CEO INTERMEDIATION in the TURKISH LIFE INSURANCE and PENSION MARKET.

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Presentation on theme: "Do not put content on the brand signature area Jetse Frederik de Vries CEO INTERMEDIATION in the TURKISH LIFE INSURANCE and PENSION MARKET."— Presentation transcript:

1 Do not put content on the brand signature area Jetse Frederik de Vries CEO INTERMEDIATION in the TURKISH LIFE INSURANCE and PENSION MARKET

2 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline ING INSURANCE-SNAPSHOT #3 in US Retirement Services #1 life insurer in the Netherlands #2 Pensions company in Latin America #1 Life & Pensions provider in Central Europe #3 foreign life insurer in Asia 7 years of experience in the pensions business Expanded product range: Personal Accident Products Credit Life, Term Life and Pensions More than customers 6th in pensions investment funds Distribution through bank and independent property&casualty agent channel. ING INSURANCE has an attractive mix of mature businesses and strong positions in growth markets

3 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services3 TURKEY- SNAPSHOT PLENTY of SCOPE for FURTHER GROWTH (2010)

4 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services4 TURKEY- ECONOMIC OUTLOOK remarkable performance with a steady growth over the last six years 2010: a sound economic recovery a faster decrease in the unemployment rate in the post-crisis period. USD 83 billion of FDI 15th most attractive FDI destination for (UNCTAD). 16th largest economy in the world Robust economic growth over the last seven years with an average annual real GDP growth of approximately 4.3 percent. Remarkable resilience of the Turkish economy and financial system against the crisis and prudent macroeconomic policies enabled Turkey to decouple favorably from most of the developed and developing countries

5 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services5 TURKEY- POLITICAL OUTLOOK The AKP government remains generally popular, particularly in the face of generally weak opposition parties. However, prospects for EU accession remain a long-term goal despite significant efforts by the Turkish government. The secular elite in the army and courts remain staunch opponents of the AKP and its perceived Islamist agenda. Political Violence: Kurdish separatists, Islamist extremists and ultranationalists. The Turkish government is strongly committed to improving the business climate for the insurance industry.

6 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services6 TURKEY- PEOPLE & MENTALITY friendship & business relations POPULATION78,785,548 (July 2011 est.) Age Structure 0-14 years: 26.6% (male 10,707,793/female 10,226,999) years: 67.1% (male 26,741,332/female 26,162,757) 65 years and over: 6.3% (male 2,259,422/female 2,687,245) (2011 est.) Population Growth Rate % (2011 est.) Major Cities and PopulationIstanbul million; Ankara (capital) million; Izmir million; Bursa million; Adana million (2009) Collectivism: high Uncertainty avoidance: high Power distance: high Masculinity: middle high social networking young demographics Building trust is the key to building close and strong relationships with customers. Turkish people are emotional buyers

7 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services7 LIFE INSURANCE in TURKEY

8 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services8 LIFE INSURANCE in TURKEY The Turkish insurance industry is so young and penetration as yet so underdeveloped Turkey has more than 78 million citizens, with an average age of 29. The potential to sell life assurance, savings and pension products and employer products is significant.

9 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services9 LIFE INSURANCE in TURKEY Total gross premium generation in Turkey reached TRY 12,436 million in Negative growth of 7.3 percent marked the first quarter of Decrease in insurance demand and price competition reduced premium income growth rates in Before the crisis, total insurance premium production had grown by a CAGR of 13.4 percent from 2004 to 2009

10 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services10 LIFE INSURANCE in TURKEY: An Overview PREMIUM GENERATION (1.000 TL) Personal Insurance Group Insurance PREMIUM GENERATION by PRODUCT(%) Annuity Insurance Long-Term Life Insurance One-Year Term Life Insurance Mixed Insurance Life Coverage Only Demand in Life Insurance products is increasing as of 2009, after the crisis; TurkeyTurkey gross life insurance premium registered a healthy increase of 16.2% during the period from The gross premium for life insurance increased from USD 375 million in 2001 to USD 1,447 million in 2010.

11 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services11 LIFE INSURANCE in TURKEY: DISTRIBUTION CHANNELS BROKER and AGENCY are commonly confused terms in the intermediation terminology in Turkey: Brokers in Turkey are usually the so-called alpha-houses (Marsh, Mercer, Aon...etc.) Agencies are in a closer, sometimes tied relationship with the insurer/pension provider and they observe the interests of the insurer and they sell non-life insurance mainly Direct individual sales teams, typically tied agents, sometimes self-employed, sell exclusively for one company.

12 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services12 LIFE INSURANCE in TURKEY: DISTRIBUTION emerging as a competitive differentiator The agency channel has declined. At the same time, the bancassurance channel has increased from 42% to 55% in life in the last three years.

13 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services13 LIFE INSURANCE in TURKEY: DISTRIBUTION 2009&2010 Bankassurance is growing, agencies are going down. The broker model has a slight share. There are also a number of new and competing distribution channels such as direct marketing, telemarketing and internet marketing. PREMIUM GENERATION by DISTRIBUTION CHANNEL ALTERNATIVE CHANNELS HO & DIRECT SALES AGENCY & BROKER BANK

14 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services14 PENSIONS in TURKEY

15 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services15 PENSIONs in TURKEY: an OVERVIEW HOW DID PENSIONS START in TURKEY? inefficiency of the social security system. However the legal and institutional framework of the Turkish Private Pension System was completed in Implementation of the private pension system is a major milestone in the improvement of the public social security system. The first pension policies have been issued on October 27, 2003 Number of Participants Funds under Management (1.000 TL)

16 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services16 PENSIONs in TURKEY: an OVERVIEW The Turkish private pension system is a voluntary, defined contribution system intended to be a complementary scheme to the mandatory social security scheme, which provides retirement earnings to participants on a pay-as-you-go (PAYG) basis. The penetration of pensions is low. There are exclusive tax advantages, but only %58 of the customers are aware.

17 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services17 PENSIONs in TURKEY: How much do Turkish People Save for their future? PUTTING THE BES SYSTEM INTO THE CONTEXT OF FORMAL SAVINGS IN TURKEY: Pension Funds Under Management represents only 1,5% of the total savings market. The full breakdown is as follows: 47% Bank deposits in TL 23% Bank deposits in foreign currency 10% Government bonds 6,5% Stock Market 5% Mutual Funds 4% Term deposits 1,5% PENSIONS 3% Various other items

18 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services18 PENSIONs in TURKEY: DISTRIBUTION CHANNELS THE SAME DISTRIBUTION CHANNELS AS IN LIFE INSURANCE

19 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services19 PENSIONs in TURKEY: DISTRIBUTION CHANNELS Proportions by distribution channels given out of a sum of contracts in force as of 2009 year-end. Other covers Call Center and Broker Direct Individual Sales Corporate Sales Agency Bank Others Contracts acc. to Sales Channel Agencies and banks dont display a remarkable performance in sales of pension plans mainly due to the fact that they focus on non-life insurance sales. The potential these two branches isnt applied yet to the sales of pension products. -Tied agencies, -Individuals who are not permanent staff at a bank or agency, but works on a fixed pay + premium model

20 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services20 WHO WILL BE THE WINNERS?

21 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services21 WHO ARE IN THE CONTEST? BROKERS 2010 Share in Total Written Premiums (Life): % Share in Total Written Premiums (Pensions): % < 1 10 years old in Turkey around 70 in number independent, Relatively low share of business in the life insurance and pensions compared to their high interest in industrial insurance branches AGENCIES 2010 Share in Total Written Premiums (Life): % Share in Total Written Premiums (Pensions): %10.3 closer partnership with the insurance/pension company also close relationship with the client BANKS 2010 Share in Total Written Premiums (Life): % Share in Total Written Premiums (Pensions): %16.9 expansive network already acquired clients integrated financial service stronger in life ins. sales Bancassurance penetration approx.%50 DIRECT SALES 2010 Share in Total Written Premiums (Life): % Share in Total Written Premiums (Pensions): %64.7 -Corporate Sales Teams -Direct Individual Sales Teams -Call Center - Telesales -Internet Marketing

22 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services22 WHO WILL WIN? Those who listen to the customer. Finance Customers have a low FQ They want closer and more frequent communication Respond pro-actively to customer needs and follow their preferences Net Promoter Score Agents have much more success in terms of client retention and average premium than other channels

23 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services23 WHO WILL WIN? Those who watch for cross&up-sell opportunities Offer different products to the same customer. Act as savings&protection consultant to the client, follow key dates in the life cycle, e.g. renewals Offer products with wider coverage: Upsell Agents are most efficient in cross-selling and upselling

24 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services24 WHO WILL WIN? Those who get the proper support from the insurance/pension company Not only operational, but also in customer communication, e-services...etc. Lead Generation Sales incentives, campaigns, conventions Joint-venture type of agreements

25 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services25 WHO WILL WIN? Those who focus on long term high quality growth rather than commission-driven sales Collaborate for achievement in the long run Analyze your business results with the insurance /pension company Take joint-action to acquire & retain customers

26 Do not put content on the brand signature area Orange RGB= 255,102,000 Light blue RGB= 180,195,225 Dark blue RGB= 000,000,102 Grey RGB= 150,150,150 ING colour balance Guideline Banking - Investments - Life Insurance - Retirement Services26 LESSONS - TURKEY: Close after-sales communication with the client is on of the keys to success. P&C Agencies: Pensions and life is the catalyst to grow their business Build up a strong and sustainable infrastructure: financial, training, sales tools, cooperation models, segmentation Agents need companies to work with, who are committed to them. Adjust a customer-centric sales strategy


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