2. Welcome Barry Smith Deputy President, CII

3. Introduction Dr Alexander Scott CEO, CII

4. Your professional body Rapid growth since 2000 –Revenues nearly doubled –Membership up 50% –Continual operating surplus, but in line with not-for-profit status Proposition development –General Insurance framework –QCA regulation –Set up Professional Standards Board –Published first Code of Ethics –Award winning Talent programme –Broker Academy –Chartered Financial Planner title –Corporate Chartered titles Considerable progress made... 20002008 Membership65k93.5k Revenues£16m£30m Cash & investments £4.7m£16.5m Revenue per staff member £100k£160k

5. Your professional body – 2009 plans Ethics & Integrity review GI qualification evolution GI Taskforce Papers in professionalism Research (members and other stakeholders) Influencing the debate e.g. ‘Think’ pieces Promotion of chartered status A COMPREHENSIVE AGENDA FOR GI PROFESSIONALISM

6. Innovations TakafulRevision MateLearning Statement My CIIPodcastsRedundancy Guide

7. What Good Looks Like Branko Bjelobaba FCII Vice President (Local Institutes)

8. Mission statement, key objectives and key achievements Tools available Local analysis and membership survey results Next steps Overview

9. What Good Looks Like Mission Statement, Objectives and Achievements

10. In support of the CII Charter and Local Institute Constitution “The objects of the institute shall be to adopt as far as applicable the objects of The Chartered Insurance Institute as defined in its Charter and otherwise to promote personal and friendly intercourse between members” Mission statement

11. Key objective Overview of Vice President role Key project – what good looks like Key objective of the project is to provide consistency and support within the following areas: –CPD events – lectures, seminars, workshops, etc –Social events (including annual dinner) –Working with the CII – areas of support –Enhancing LI communications to members

12. Branko Bjelobaba Julie Hicks David Irvine Gareth Jones First AMM employed – model proved to be successful Second AMM employed - membership survey reveals AMMs are making a difference Vice President, Local Institutes role developed and implemented Third AMM employed What Good Looks Like Project team formed The journey so far

13. Initial achievements The project team have achieved the following: –Analysis of LI activity and active chasing of financial returns –Updates to LIDC & Representative Council –Local institute consultation events across the UK –Improved communication network between LI Councils and the CII Network News The Journal Support of Maree Hall –Research of council members and their roles through SNAP questionnaires –Increased AMM responsibility – UK South & UK North

14. Local Institute Toolkit –59 out of 60 institutes signed up to Phases 1 & 2 –Professional brand and marketing collateral –40 out of 60 institutes signed up to Phase 3 –Interactive websites launched – ongoing roll out –Positive membership survey results AMM achievements

15. Improved local relationships with other professional bodies –BIBA –PFS –ACCA Development of key projects –Young Professional Groups –Insurance Awards –Study & Reference Centre –Study Groups and Revision Courses –Relationships with key organisations and educational establishments –Enhanced local PR UK wide marketing knowledge and support Network Conference 09 – 56 institutes in attendance AMM achievements

16. What Good Looks Like Tools available

17. Local Institute Tools –Local Institute Manual –Representative Council –Local Institute Development Committee – Under Review –Higher and Further Education Links –AMM Support –Local Institute Toolkit –Secretariat Support and Expertise - Maree Hall –LI Grant –Special Grant Tools available

18. Reserves held as at December 2007 £1,639,600 Grants paid in 2008 £739,800 Special Grants paid in 2008 £458,000 Total monies available to Local Institutes across the UK £2,837,400 Money is therefore NOT an issue! Tools available

19. Non-Members –Brochure aimed specifically at non-members to promote the benefits of CII or PFS membership –Interactive PDF available online Additional tools - national marketing support

20. Members –A4 landscape membership pack available to all new and renewing members of the CII –Pack contains the following; My Knowledge Book / Presidents Letter / Local Institute Leaflet / Chartered Leaflet –Redundancy Guide Additional tools - national marketing support

21. What Good Looks Like Local analysis and membership survey results

22. Wide range of events held under the following headings: –General Insurance –Financial Services –Soft Skills - Educational –Topical –Law / Legal Majority of LI events are free, though some institutes charge a nominal fee Attendance range from 10 through to over 100 Large difference between offerings of similar sized institutes Inconsistent local membership proposition across the UK – some institutes currently offer no technical events compared to institutes offering over ten Vast majority of institutes meet six times per annum Vast majority offer examination support Increased relationships between PFS regions and institutes is needed Analysis of local institutes

23. Over 6,000 responses –Broad spectrum of roles (23% broking,20% underwriting,15% claims) –65% male / 35% female –55% rate value of membership as excellent or good –64% subscriptions paid by employer Analysis of 2008 Membership Survey

24. Local Institute Results –37% of respondents have attended a local institute event –67% of respondents are aware of Local Institute activities Awareness is significantly increased for institutes utilising all aspects of the communications toolkit Awareness has increased slightly from the 2007 survey –42% of respondents would like to receive a monthly communication from their local institute –82% state that their preferred method is via e-mail –45% prefer to watch an event online –55% would like to actually attend an event –30% of respondents feel that LI websites will be of practical benefit –37% of respondents would like to see online events for remote attendance – ideal for institutes with a wide spread of members Analysis of 2008 Membership Survey

25. What Good Looks Like Next steps

26. Technical & Social Events –A well balanced event programme with a key emphasis on technical rather than social events –This could include the following: 1 hour seminars 2 - 3 hour workshops Full day training courses Communication –Use the toolkit and the Area Marketing Managers –Membership Survey – Members want to hear from you once a month Additional Relationships –Get to know your PFS Regional Rep & other Professional Bodies –Engage with local schools and universities – AMMs can support you –Engage with key local organisations and employers CII Relationships –Use documentation provided by Maree Hall – it helps us as well as you –Ask questions – we are here to help Added Value –Meeting needs and requirements of a changing professional market What good looks like

27. Submit your returns Focus on CPD events Spend your grant Communicate to your members Engage with CII head office Share ideas with other institutes Core rules

28. Local institutes are key to the success of the CII We want to help create a more consistent, relevant, accessible and engaging package of local support for members This will be built around a first class, modern and vibrant local institute network We need your help in order to do this…FACT Further help will be made available: –Enhanced internet site – over half of LIs have signed up already –Financial and support documentation templates – in draft now –Speaker/events listing – also in draft –A live forum – part of the web proposition –Increased AMM support –Further project support –Constant feedback and communication to all local institutes 2009 through to 2010

29. Q&A Branko Bjelobaba AMMs

30. Improving the membership experience Martin Reid Head of Membership Marketing, CII

31. Agenda What did our members say? What changes have we made? What plans do we have? Agenda

32. What did our members say? 2008 Annual Membership Survey

33. Survey issued electronically in December 2008 Fourth annual survey 8,000 members responded 6,008 CII 1,935 PFS Managed by independent research agency Annual membership survey 2008 Background 2008 membership survey

34. Annual membership survey 2008 Key performance indicators (CII) All six KPIs have improved over last three years Biggest increase in ‘influence of CII’ since 2006 ‘Value of membership’ – significant improvement in 2008

35. Annual membership survey 2008 Online: How do you rate existing online services? (value and awareness)

36. SERVICE RATING Industry specific hot topic forums 61.0% (52%) Searchable database of members 58.8% (47%) Product specific search tool 47.3% (51%) Details of your membership/qualification status 47.0% (42%) Web based events for remote attendance 36.9% (24%) Choice of main communication method 31.8% (25%) Seminar and event booking 28.8% Request for exam remarks and changes 26.7% (21%) Opinion polls 21.1% (14%) Sector specific community/ networking portal 20.6% Purchase history 17.5% (11%) Annual membership survey 2008 Online: Which services would add significant value?

37. Four out of five members aware of CII campaign to raise professionalism (91%) 72% (71%) believe we should be running this campaign 72% (86%) support ambition to raise status of insurance/FS to be on same standing as other professions (even if this means more emphasis on CPD) Over two thirds of members expect and believe RDR will be extended to general insurance Only 1 in 4 read the Thinkpieces but 3 out of 4 believe we should be issuing these! Annual membership survey 2008 CII and professionalism

38. Four out of five say frequency is about right (same for PFS) Value rating for Journal and FS has increased, but local institutes has fallen slightly from 2007 Strong preference to receive communications monthly or quarterly Email popular although members still wish to receive printed magazine Aware of Mean value rating (5) The Journal (FS) magazine 90% (83%) 3.00 (2.82) Knowledgepack book 52% (37%) 2.89 (2.63) Research reports 46% (30%) 2.74 (2.60) Faculty Xpress email 64% (57%) 2.67 (2.58) Local Institute (regional) activities 67% (83%) 2.56 (2.60) Think Pieces articles 23% (18%) 2.51 (2.33) Annual membership survey 2008 Member communications (awareness and value)

39. What changes have we made Awareness of benefits, communications, online engagement

40. Improving awareness of member benefits New membership retention process –Tailored for different member groups –Focus on direct debit and online payments –3 month renewal period in line with CII Charter –Member pack to include popular Knowledgebook and member guide Brochure aimed specifically at non-members to promote the benefits of CII or PFS membership.

41. Improving the membership experience Member communications

42. Improving the online experience – my CII

43. Searchable database Full member search with results Expanded results Member Opt-out will be added to CII ‘My Account’ details page

44. News tickers PFS homepage: GI Faculties: Video, Audio & Presentation podcasts Bookmarking and sharing service Engaging with our members online Interactive services

45. What plans do we have? Improving the member experience

46. A series of marketing led projects:  Data capture  New member “welcome” process  Revised propositions for students and Chartered members  Audit of system generated exam correspondence  Certificates  Member feedback  National CPD event programme  Local institute ‘what good looks like’  Corporate engagement  International engagement Annual membership survey 2008 Background Future plans Implementation Audit Design

47. Next steps Feedback from Network Conference 2009 Establish project teams 2009 member survey (Aug/Sept) Member roadshows Q3/Q4 Faculty ‘user groups’

48. Interactive Surgery Sessions

49. Your Year Ahead David Ingham President, Birmingham Insurance Institute

50. Do’s and Don’ts Do –Involve yourself with the current President Joint strategy – 1 year is not enough Learn from their knowledge of the Institute operation Learn from them about other Council members Support them – it’s a big job

51. Do’s and Don’ts Do –Engage with the rest of Council You can’t do it without them You need to delegate as much as possible If you want to make big changes you’ll need their support Many of them are very experienced

52. Do’s and Don’ts Do –Involve your Employer You need to devote time, sometimes during the day There will be events that may need sponsorship They will gain from your raised profile in the market

53. Do’s and Don’ts Do –Involve your colleagues To cover your work To help you with event organisation To support your events

54. Do’s and Don’ts Do –Plan Who do you want in the main posts Are there other people you could encourage to join What events do you want to run What charities do you want to support Are there changes you want to make

55. Do’s and Don’ts Don’t –Leave it until the last minute –Alienate other Council Members –Surprise your family –Streak at the annual dinner

56. Do’s and Don’ts Don’t Embezzle the Institute funds

57. Do’s and Don’ts Do –Remember the CII We are all one Institute We all exist to serve the members of the CII There are central resources to assist you Ignore the Luddites Have some fun