SAP For Insurance A focus on Billing and Collections. Robert Schwartz Industry Principal

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1 SAP For Insurance A focus on Billing and Collections Robert Schwartz Industry Principal

2 SAP 32 Years of Making Businesses Successful SAP AG in 2004 revenues: $ 10 billion ν 67,500 installations ν 20,000 companies run SAP ν Providing 23 Industry Solutions ν 38,000 SAP employees ν installations in the Insurance industry 12 million users in 120+ countries team with us to ν Integrate their business processes ν Extend their competitive capabilities ν Get a better return on information at a lower total cost of ownership Industry Leader ν Leading provider of business process industry solutions ν 350+ insurance customers; 20 plus in North America ν $1B in Research and Development per year ν 8,000 developers; 800+ focused on insurance

3 SAP for Insurance Strategic Enterprise Management Business Information Warehouse Marketing Management Policy Management Claims Management Human Capital Management General Ledger Acquisition and sales Customer Service Claims Handling Collections & Disbursements Commissions Reinsurance Financial Asset Management Product Management Controlling Supplier Relationship Mgmt Procurement Projects, etc Business Partner MDM Business Process -Apps -i Portal BI KM Mgt Mobile, etc

4 What billing and collection issues are insurers facing? Financial Strategy Capabilities Billing & Collections Operational Governance Change Management

5 Billing and Collections - Current State P&C Retro Plans Work Comp. Business Life Fleet Credit Life Claims Deductible Claims Salvage Premium Audit Other Products Product Policy and Contract System P&C Retro Plans P&C WorkComp Life Fleet Credit Life Manual Other Products Billing and Receivables System System 1 System 2 System 3 System 4 System 5 System 6 Manual System n Customer Customer Broker/Agent Individual/Group Other Business Partners

6 There are four significant benefit opportunities for billing & collections across the application to cash life cycle. Operational Efficiency Improvements Working Capital Improvement Customer Acquisition / Retention Policy Services & Billing Accounts Receivable Collections Risk Assessment / Retention Revenue Lift

7 SAP Collections and Disbursements (CD) controls cash flow to all parties in the entire insurance cycle Central view of all cashflow and expenditures Insureds External Adjusters Reinsurers Vendors Policy Reinsurance CD Broker/AgentsImprove cashflow AND customer satisfaction Commission Service Providers.... Vendors Retrocessionaires Minimize expenses associated with managing payments/collectio ns Claims Claimants Service Providers Central view of Litigation all parties

8 FS-CD creates an efficient environment that enables continuous improvement Operational Efficiency Working Capital Improvement Customer Acquisition / Retention Policy Services & Billing Accounts Receivable Collections Risk Assessment / Retention Revenue Lift Automated Workflow Task Creation Task Management Task Assignment Management Control Automated Clearing User Defined Hierarchy Based Criteria Based Configurable Defined by Rules Access To Information Centralized View of All Data Manage processing without interrupting work Reduced Environment Costs Shared Services Common Platform Reduced Maintenance

9 Increase the amount collected and decrease the time required to collect it Operational Efficiency Working Capital Improvement Customer Acquisition / Retention Policy Services & Billing Accounts Receivable Collections Risk Assessment / Retention Revenue Lift Reduce DPO All payment types supported Electronic bill presentment and payment Reduce reconciliation periods/workload through on-line reconciliation or EDI Receive cash faster Release cash faster Improved GL reconciliation

10 How has billing/payments affected your ability to grow organically or through acquisition? Operational Efficiency Working Capital Improvement Customer Acquisition / Retention Policy Services & Billing Accounts Receivable Collections Risk Assessment / Retention Revenue Lift Increase Speed to Market Tailor billing to Market/Product/State Quickly implement changes to support new markets (configuration vs. customization) Support payment requirements for new markets claims, vendors, etc Increase Value of Acquisitions Quickly fold acquired business into account structure Minimize disruption to acquired customers

11 Billing may not be a differentiator but it generates the most complaints Operational Efficiency Working Capital Improvement Customer Acquisition / Retention Policy Services & Billing Accounts Receivable Collections Risk Assessment / Retention Revenue Lift Interaction Call Center On-line EDI Billing Support Account Current (Broker/MGA) Account Receivable (Agent) Direct Account Level Billing Payment Support EFT ACH Check Credit Card Account Sweeps Reduce Negative Equity Risk State Sensitive Billing Structures Credit Scoring

12 Reducing Negative Equity Claims Payments CD Late or Uncollectible Premium Net Account Processing

13 CD helps insurers manage cashflow from a single source. P&C Loss Sensitive Work Comp. Business Life Vehicle Contracts Credit Life Claims Deductible Claims Salvage Premium Audit Other Products Product Policy and Contract System P&C Loss Sensitive Removes constraints with the batch windows P&C WorkComp Life Vehicle Credit Life Manual Other Products Accommodates ALL billing & collections requirements in a single solution FS-CD Consolidates processing of payments reducing cycle time CD Provides a single source for ALL premium information Provides a policy / premium sub ledger in coordination with the GL Customer Customer Broker/Agent Individual/Group Other Business Partners

14 And enables a flexible environment Channel Insured Group Agent/Broker Third Party Distribution & Access Call Center User Selected Portal Mail Fully Integrated EDI Core Processing Systems Personal Lines SAP Collections & Disbursements Commercial Lines Fully Integrated Specialty Lines Financials

15 Collections Offerings Solution Set (priorities) Business Strategy Lower Expenses Mitigate Risk Support shared services Account processing consolidated bill Enable cross selling / retention activities Reduce negative equity Support new market growth Enable continuous improvement Support regulatory requirements Leverage other investments Reduce amount of interfaces Leverage SAP s technology capabilities Scalability Combined insurance & technology partner experience

16 Performance Results of a high-end performance test. λ 14,200,000 per hour for transfer of posting data (20 apps, 320 jobs) λ 3,600,000 per hour for posting run (7 apps, 112 jobs) λ 8,900,000 per hour for correspondence (6 apps, 96 jobs)

17 λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ λ FS-CD: Customers Worldwide - live Total: 75, live 30

18 SAP solutions are designed for international use SAP supports 30 languages, from a single instance: Arabic Bulgarian Chinese (Simplified) Chinese (Traditional) Croatian Czech Danish Dutch English Finnish French German Greek Hebrew Hungarian Italian Japanese Korean Norwegian Polish Portuguese Romanian Russian Serbian Slovak Slovenian Spanish Swedish Thai Turkish CD Implementations

19 Individual SAP products improve effectiveness and reduce costs. Multiple SAP products dramatically improves TCO According to Gartner Research study of TCO - December 12, 2002: ν Productivity of bought applications tends to exceed that of built applications by more than 3:1 ν Bought Applications cost 40% less than built applications Legacy Technology Stack Capability Legacy Capabilities (e.g., Policy, UW) Point Solutions Legacy Capabilities Point Solutions Collections/ Disb TCO Legacy Capabilities (e.g., Policy, UW) Point Solutions Reinsurance Collections/ Disb Legacy Capabilities Point Solutions Policy / UW Reinsurance Collections/ Disb Carrier decisions have produced a climate that fosters the continued creation of systems akin to the old "legacy" systems. They create systems that behave as if they were created years ago, being inflexible or dealing only with the "siloed" system of which they are part. Carriers need to curtail the creation of future generations of systems that rapidly lose their ability to adapt to new conditions. This means placing emphasis on the development and execution of flexible and open architectures for both IT infrastructure and development methodologies. Source: TowerGroup 2/8/2004 SAP Claims SAP Claims SAP Claims SAP Claims SAP Business Warehouse, NetWeaver /.NET Integration Time NetWeaver delivers significant ROI and TCO Reductions: BG Group: 281% ROI; 43% TCO Reduction (5 yrs) Goodyear/Dunlop: 308% ROI; 25% TCO Reduction Source: IDC Case Studies

20 Implementation Methodology

21 Implementation Approach ASAP Driven Project Preparation Business Blueprint Configuration Final Preparation and Go Live Define project Set up system landscape Define customer solution based on SAP processes Configure processes Customer Development Test processes Training Project Management Project Administration ASAP Driven

22 Implementation Monitoring SAP Services Project Preparation Business Blueprint Realization Final Preparation SAP Quality Review Go Live & Support SAP GoingLive Checks Continuous Change SAP Solution Manager SAP GoingLive Checks SAP Early Watch Alert SAP Quality Review Project Preparation SAP Quality Review Blueprint SAP Quality Review Realization Final Preparation Go Live & Support

23 Schedules & Tasks Project Preparation Define project team and roles Project Charter and Standards High-level blueprint and technical requirements document Training plan Proof of Concept Install hardware and software Bring up sandbox Limited proof of concept configuration Limited interfaces to policy and other systems Business Blueprint Complete planning and design Define business processes, master data, org structure, reports, forms, etc. Confirmation of project scope

24 Schedules & Tasks Realization Bring up develop, testing, QA, production environments Configuration and unit testing Documented BPPs Interface development and testing Formal transport procedures Final Preparation Production plan Cutover plan System testing End user training Documentation Go-Live & Support Help desk CSN resolution

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