 Slide 2 | Inside the CII Sandy Scott, Chief Executive Officer, CII

 Slide 4 | Inside the CII Jamie Heath, Director Strategy & Change, CII

Strategy and Change Strategic planning Marketing Learning Customer Service HE/FE Accreditation HR

Strategy Protecting the public by guiding the profession 5 Key Objectives Improving the standing of the profession Improving our proposition Improving our operations Growing globally Leading consolidation

Learning All certificate level texts modernised – using current practitioners Regional training – more of it and cheaper Certified learning for contact centres Support packages for the industry with partners – e.g. NU, SW Free online content / study aids –RevisionMate –Exam guides Vid/podcasts In development: –Try before you buy –Tackling the tough bits –Complete Professional

Learning

Customer Service Membership survey –Highlights your issues Customer First –Improving your experience Knowledge First –Developing first class people

 Slide 24 | Inside the CII David Thomson, Director Public Affairs, CII Driving the professionalism agenda

Developing a “new wave” professional body Strategic ambition to build the case and capability for a ‘new wave’ professional body that: –builds on our heritage –takes into account developments in other professions developments in financial services (like RDR) or insurance –develops the public interest commitment in our Royal Charter Investing in professionalism – this defines what we are doing as a professional body

Policy and Public Affairs Team Create a policy and research agenda (thought leadership) Build dialogue with opinion formers (HMT, FSA, politicians, trade bodies, etc) to create an external network of influence for CII Campaign on our chosen themes e.g. Professionalism & RDR Communicate effectively in an integrated way to key audiences

Policy Themes – Linking it all together Regulatory Agenda Principles based regulation RDR EU impact e.g. Solvency II Better regulation Role of Professional bodies T&C / Guidance Platforms TCF Reputational issues Standards in profession Products Advice debate Terminology of industry RDR Future Trends Demographic change Climate Change Medical/technical advances Ageing/equity release Shape of the industry Global growth Professionalism + reputation = public confidence Skills Agenda Leitch Report HMT High Level Group Skills Council Educational Reform (inc. OFQUAL) Money guidance Talent initiative CPD/ Lifelong learning Consumer Agenda Financial capability Money Guidance Pensions reform TCF ‘Advice’ debate RDR

1. Policy and Research Programme Research Papers Membership Surveys Thinkpiece Series – launched in May Briefing notes on issues e.g. Budget Policy & Political Updates – UK & EU = Providing the capability for thought leadership

2. Building dialogue with stakeholders Identifying key stakeholders Briefing them regularly on key themes Influencing their views on issues Influencing their perceptions of CII/PFS CII perceived as a key organisation Skills Minister David Lammy, MP with Lord Hunt, President of the CII, Jan 2008.

RDR campaign: Model for handling of future policy themes CII/PFS taken the lead on professionalism in the RDR debate with: –series of position papers & December response –Website & regular e-communication –Surveys of members & member support –Sustained & consistent media communication –Edinburgh Declaration: building consensus with others 3. Campaigning on Key Themes – Driving the Professionalism Agenda

4. Integrated Communication Enhancing communications to external stakeholders Develop recognisable CII public affairs profile Developed a public affairs website Work closely with media, membership, business development and other teams to create integrated approach Using both for internal and external purposes = Raise profile and recognition of CII Group

In conclusion Building CII reputation for thought leadership Developing the CII as expert commentator Building capacity & processes to promote the CII to wider audience of stakeholders – and achieve recognition Developing the case for professionalism to advance professionalism of our members, our industry and the CII

 Slide 33 | Inside the CII Paul Turner, Director of Awarding Body, CII

Market led review of unit content and assessment methodology Logical progression through the levels Accreditation into the national framework IF1 is the first building block to a career in insurance General Insurance developments

Have built a new framework over the past 4 years Certificate in Financial Planning Diploma in Financial Planning Advanced Diploma in Financial Planning What next - RDR CII Financial Planning examinations

 Slide 36 | Inside the CII Steve Jenkins, Director Financial Services Markets CII Group- working with employers

Markets and customers Where and Who? UK - Faculties - Case Studies International  Slide 37 |

Our markets and customers- where and who UK Middle East Far East India Raising professional standards: - Qualifications, - Learning support - Membership General Insurance Financial Services Life companies Bancassurers IFA’s Networks Insurance companies Brokers Networks Re-insurers Support sectors Board Distribution HR L&D Board Distribution HR / L&D Operations  Slide 38 |

UK market Financial Services General Insurance Value of technical competence Quality of service delivery in back office call centres Recruitment and retention of key staff Raising consumer confidence in financial advice (RDR) Career development Recruitment and retention of staff and advisers CII / PFS Solutions Qualifications Learning support E-learning Face to face training Professional body membership (CPD) CII / PFS Faculties  Slide 39 |

CII / PFS UK Faculties Personal financial planning Corporate financial planning Retirement and care Financial Services General Insurance  Slide 40 | Mortgages Life & pensions Claims Insurance Broking Underwriting London Market

Case Studies  Slide 41 | Financial services: General Insurance: Professional Advisors Study System Financial Advisor Academy Learning Academy PFS membership Qualification framework Customer Academy CII Broker Academy CII membership

Case Study…Positive Solutions  Slide 42 |

International markets India Middle East Outsourced customer service Reputation of Financial Advice Qualifications Learning support E-learning Face to face training Professional body membership (CPD) S.E. Asia Entry level insurance knowledge Reputation of Financial Advice Entry level insurance knowledge Reputation of Financial Advice  Slide 43 | CII / PFS Solutions