Settlement of motor claims

electronic assessment systems ensure profitability of motor insurance (best practise examples from Germany, Belgium and Poland) Dr. Richard J. Nathschlaeger Tashkent, April 2010

Global Innovation - Local Focus

Agenda

• • • • Audatex – a global company with a strong focus on Central & Eastern Europe (CEE) and Asia Effective management of claims processes Best practise examples – Germany, Belgium, Poland Conclusions

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A Global Company with a strong focus on Central & Eastern Europe (CEE) and Asia

The World of Audatex

Solera

Argentina, Austria, Australia, Belarus, Belgium, Bosnia, Brazil, Bulgaria, Canada, Chile, China, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Dominican Republic, Ecuador, El Salvador, Estonia, France, Germany, Greece, Guatemala, Honduras, Hungary, India, Israel, Japan, Latvia, Lebanon, Lithuania, Mexico, Netherlands, Nicaragua, Panama, Portugal, Romania, Russia, Serbia-Montenegro, Slovakia, Slovenia, South Africa, Spain, Switzerland, Turkey, Ukraine, United Kingdom, United States, Venezuela

Central and Eastern Europe (CEE) in the Audatex World

Audatex North-America SAN DIEGO, CA SAO PAOLO, BR Audatex UISA READING, UK Audatex GAS MINDEN, GERMANY ABZ ZEIST, NETHERLANDS Audatex BEFIG BRUSSELS, BELGIUM Audatex CEE Audatex-APAC VIENNA, AUSTRIA TOKYO, JAPAN Solera SAN DIEGO, CA

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Audatex is the only global provider of claims management solutions

• Revenue: 600 Mio. $ • Global Network of over 100.000 users • 2.100 employees in 54 countries • Brand “Audatex” now also used in North America • Over $60 million annually in product development – more than twice our leading competitor • Nearly $30 million annually in database development – four times our leading competitor

Countries in CEE

Audatex – CEE in 2010

AT- 1969 PL-1997 SK-2004 CZ-1994 RU-2003 HU-1994 UA-2004 RO-2005 TR-2008 LT-2009 LV EE HR BA MD Sl RS BY

Local Focus : Central and Eastern Europe Region Opportunity: Action:

Market Development

• • • High economic growth region Demand for electronic workflow partner New Customer quality expectations

Voice of our customer

• • Big 5 insurers go CEE • Allianz, AXA, Generali, Uniqa, VIG Manufacturer’s go CEE • VW, Dacia-Renault, Kia, Hyundai, Peugeot

New Audatex CEE Region

• • • Meet and exceed customers high expectations Respond and capture dynamic market developments Underline global knowledge, local focus • • •

AX-CEE: Facts & Figures

HQ in Vienna, 100 employees in the region Product development center in Poland

Audatex-CEE Region Introduction

• •

Audatex in CEE consists of: 10 local country organizations

• AT, Baltics, PL, CZ, SK, HU, RO, RU, TR and UA •

9 countries

are supported out of the established country organisations: • 5 Balkan countries (Slovenia, Serbia, Croatia, Bosnia, Bulgaria) from CEE-Headquarter - Austria • • Belarus and Moldavia from Ukraine Kazakhstan and Uzbekistan from Russia

Audatex-CEE Strategy

• Audatex CEE will continuously reinforce its position as

world class estimatics services provider

, • Audatex CEE will continue to build up its standing as a

premier claims services provider along the entire claims value chain

, delivering on precise value propositions and improving inefficient, mostly paper based workflows, • Audatex CEE will strive to become the

trusted partner of all our regional customers

for identifying business improvement opportunities and realizing them jointly with flexible online-offline solutions.

Future Countries in CEE

• CEE offers still a lot of opportunities for expansion • Audatex-CEE will follow its customers • Database can easily be localized

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Effective management of claims processes

Largest part of premiums written goes to claims handling activities

Product development & Risk management Sales Network development Claims handling Health indemnification Repair

5% + 10-15% + 5-10% + 10-15% + 0-30% + 30-70%

Repair value control - example Ukraine in 2009

• 30% use professional tools • 15% use less professional tools • 55% use “best guess” principle

Repair value control improvement

• • Completely exclude “best guess” principle

Use professional tools

• • Sign only professional body shops for partnership

They have knowledge & know-how

• • Exclude fraud

Control everything, even the smallest claims!!!!

•

Three steps to reduce claims costs effectively

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2.

• • • Encourage market to use one “calculator” for estimation of damage amount 40 years of history 85 manufacturers Customized for 52 countries • • • Connect all users with offline/online solution – which is currently: Central database and case management Сommunication between partners Additional documents handling (pictures, invoices etc.) 3.

• • • Connect all users with online solution – which will provide with: Profound and logical system of case and partners management Claims history based on global market data – possibility to prevent fraud Advantageous statistics possibilities – may be used in underwriting

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Best practise examples

• Comparative Market Overview – Germany, Belgium, Poland – Market dynamics – Basic motor claims data • Challenges and opportunities – Based on the market evolution insurers face different challenges – How to make the claims process faster, better, cheaper • Conclusions

1 Motor Claims Handling in Germany 2 Motor Claims Handling in Belgium 3 Motor Claims Handling in Poland 4 Conclusions

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Germany strong manufacturers’ position, independent assessors and market consolidation Key Forces @ work Insurance

carriers trying to reduce claims costs

Manufacturers

acting as bodyshop operator and dealers Manufacturers are a

channel

for insurance policy distribution Market

consolidation

reducing number of bodyshops and assessors

German Market Manufactures

trying to prevent margin erosion for

after sales

Strong position of independent

assessor organisations

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German Market Motor Claims

9000 8900 8800 8700 8600 8500 8400 8300 8200 2004 2005 2006 2007

Year

Number of Claims per Year ('000) 2008 2009

Source: Audatex

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Insurers face constant pressure to improve service at a lower cost

Several steps have been taken by the market participants to increase efficiency • Reduce severity: – Standardized electronic estimate is required for every claim – Implement the research results of AZT for painting and repair – Increase the accuracy of the estimate through VIN vehicle identification • Automate and rationalize the communication – Between assessors and insurers – Between repairers and insurers – Involving all other parties – towing and rental companies • Waste and fraud reduction – Automatic SLA management – Automatic dispatching and review via Claims Filters – Electronic handling of paperwork, photos, etc.

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1 Motor Claims Handling in Germany 2 Motor Claims Handling in Belgium 3 Motor Claims Handling in Poland 4 Conclusions

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Belgian Market

Insurers • 34 Insurance companies Assessors • 265 Assessors – 199 independent – 66 affiliated with insurance companies Repair Shops • 2909 Repairers – 1791 brand tied – repair only specific brands – 1118 no brand Wreck Buyers • 497 Wreck buyers Importers • 30 Importers

Source: Audatex

Car Parc • 4,929,284 cars • 523,161 vans • • 152,505 trucks 355,933 motor bikes Claims • 650,000 Claims per year – 56,575 total losses – 1.12 million Audatex calculations • Some of the lower repair averages in Western Europe All claims are estimated and handled through the Audatex platform 24

The Audatex platform enables fully electronic and flexible process for everyone

Insurers Experts Repair Shops Audatex Platform Total loss buyers Importers

WAN

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Prerequisites for the Belgian model

• Full cooperation among the insurers – All have implemented the World Audatex Number – WAN – WAN allows the process to start with any of the partners – WAN facilitates the settlement on TPL claims – All vehicles are identified through VIN • Single independent provider of claim services – Audatex does not take sides – Constant innovation together with all partners – All big partners sit on the Technology Advisory Board – Independent monitoring of partner performance – Non-compliant partners are excluded from the hub • Rules based automation of the workflow – Automatic approval based on claim size and complexity – Intelligent routing of jobs (to assessors and shops) 26

1 Motor Claims Handling in Germany 2 Motor Claims Handling in Belgium 3 Motor Claims Handling in Poland 4 Conclusions

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Poland – a market in transition

• PZU today controls 40% of the motor insurance market • Direct insurers are opening up and growing fast • Heavy competition has translated into a price war • Insurers are focusing on closer cooperation with their partners to create competitive advantages and ensure higher satisfaction for the policy holders: – Reduce the number of non standard manual estimates – Move toward automated workflow with the repairers, assessors – Optimization of the internal workflow through removing redundant processes – Developing incentives for selected partners 28

Poland - Market Statistics

- Rapidly growing car parc - Decline in severity in 2005/6 due to large influx of old cars from EU

Motor Claims

1'600 1'550 1'500 1'450 1'400 1'350 1'300 1'250 1'200 2004 2005 2006 2007 2008

Year

Claims Frequency - Average Number of Claims per Year 2009

Source: Audatex

Average Claim Amount (USD) 2,144

Average Severity

2'200 2'180 2'160 2'140 2'120 2'100 2'080 2004 2005 2006

Year

2007 Average Severity (claim amount) 2008 2009 29

Poland typical “old” mistakes

• • Internal mobile assessors were sent to inspect every claim Only 30% or less of repairable claims go to Preferred Repair Networks (PRN) – No control over the non PRN repairs – 70% of non PRN claims took up to 10 times more time to settle • Shops were forced to lower labor rates – High attrition among PRN shops – – Authorized shops avoid PRN contracts No way to verify the compliance of the rates used to the contractual ones – Questionable quality of repair => negative impact on customer • • 50% of claims were paid out without proof of repair – High levels of fraud – same damage claimed at several insurers Large number of manual estimates 30

Poland - Recent Improvements

• Reduced work for the insurer – Estimates are required in standardized and mostly electronic form – – – Reduced number of process steps Internal assessors focus on “real” challenges Opportunity to automate process steps through software tools • Ability to “sell” the PRN from the beginning – Learn about the claim as soon as possible – – – Drive more work to the shops Involve shops (PRN) from the early stage to reduce rework Control labor costs in the estimate • Increase the % of controlled repair to control fraud • Apply policy to control non PRN repairs 31

1 Motor Claims Handling in Germany 2 Motor Claims Handling in Belgium 3 Motor Claims Handling in Poland 4 Conclusions

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Best practices summary – faster, better, cheaper claims management

• Standardize the process – deviations create waste – Use standardized electronic estimating tools (Audatex is customized and operating in 18 countries in CEE) – Analysis shows savings potential of a minimum of

8% to 10% of the total repair cost

• Involve all relevant parties in a structured electronic way – Create PRN’s if market dynamics allow • Steer the claim to the PRN to get best service at lowest cost – Drive more work to trusted shops – Involve shops (PRN) from the early stage to reduce rework 33

Best practices summary – faster, better, cheaper claims management

• Employ tools to reduce severity – Manage fraud by reviewing every estimate in an automated way – Electronically control all SLA’s • Increase accuracy of planning - Reserve assignment, reinsurance, statistics 

Improve customer satisfaction at lower cost !

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Thank you !