Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Accenture Insurance Solution Case Study: Zurich Spain

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 2  Context  Objectives  Solution Description  Value Delivered CASE STUDY: Zurich Spain – TABLE OF CONTENTS

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 3 CASE STUDY: Zurich Spain - CONTEXT Source: Zurich Spain Zurich Spain 230 Branches users Zurich WorldWide 170+ Countries employees

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 4 CASE STUDY: Zurich Spain – TABLE OF CONTENTS  Context  Objectives  Solution Description  Value Delivered

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 5 CASE STUDY: Zurich Spain - OBJECTIVES The main objective was to develop a new customer service focused strategy based on fundamental changes in the people, processes and information technology. IT System Rationalisation Client –Centric Organisation Multi Channel Capabilities As a result of a series of mergers and acquisitions, Zurich consolidated ten companies into two and there was a need to consolidate its information systems. Fragmented information about customers and policies limited the company’s ability to effectively plan and adapt its business strategies (To change from product-oriented to customer-oriented). Although the agency channel was still key for Zurich, the client should be the one who decides the way to approach the company.

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 6 CASE STUDY: Zurich Spain – TABLE OF CONTENTS  Context  Objectives  Solution Description  Value Delivered

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 7 CASE STUDY: Zurich Spain – SOLUTION DESCRIPTION REQUIREMENTSOLUTION Deep Business Operative Model transformation. Full AIS Implementation to centralise and manage all information and operations: Product Factory + Policy Admin + Cash Flow + Claims+ Web + DWH Client –Centric Organisation IT System Rationalisation  Single view of all policies, customers and products to better understand customer’s needs and adapt busienss strategy more quickly.  One information system to allow flexibiilty in integrating companies and business lines.  Unified common operations to reduce internal costs.  New product factory to reduce product implementation from months to weeks.

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 8 CASE STUDY: Zurich Spain – SOLUTION DESCRIPTION Multi Channel Capabilities REQUIREMENT Contact Center: The customer decides how to contact Zurich. Agent Portal: Alignment with commercial & marketing strategy. Broker SWH: Life products distributed by SWH applications. Fax Telephone SMS

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 9 CASE STUDY: Zurich Spain – TABLE OF CONTENTS  Context  Objectives  Solution Description  Value Delivered

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 10 CASE STUDY: Zurich Spain – VALUE DELIVERED "During three years, we have developed a new customer service focused strategy based on fundamental changes in our people, processes and information technology. Info2000 was a key component in the implementation of these strategic initiatives – it allowed us to build our new operational and business models as well as reduce our expense ratio by several percentage points over a two-year period.” — Juan de Blas, COO Operations Support and Claims Director, Zurich España

Copyright © 2008 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Accenture Insurance Solution Case Study: Zurich Spain