Welcome to our Customer Newsletter. In this issue. Dear Customer. Thank you for reading our latest Customer Newsletter

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1 ffgeneral Friends First Life Customer Newsletter May Welcome to our Customer Newsletter Dear Customer In this issue 10 Facts about Friends First and Achmea Thank you for reading our latest Customer Newsletter Our newsletters are not intended to replace the regular, perhaps more formal, communications you receive from us or through your financial broker. However, as a Friends First customer, I do want you to know more about us as a company, some of the financial issues that may affect you, and how we do and can look after your interests. Tom Browne CEO, Friends First Investment Choices: How do I choose? The Importance of Income Protection Before you cancel your Life Assurance... Friends First: Friends in the Community Online Customer Service Win an ipad As always, I welcome your feedback Regards, 10 Facts about Friends First 10 Facts about Achmea 1. Is one of Ireland s oldest and most established Life companies (established in 1834) 2. Has over 276,000 customers and employs 300 people in Ireland 3. Generated total premiums of 458m in Is financially strong, managing total assets of 4.7 billion, with a solvency margin in excess of 200%* 5. Is the premier provider of Income Protection insurance in Ireland 6. In 2014 alone, paid 1,457 claimants almost 34 million 7. Provides Pension and Investment access to over 50 funds and six fund managers 8. Provides products and cover solely through independent financial brokers 9. Is the only Life company in Ireland to attain both Q-Mark and EFQM accreditations for Quality and Excellence 10. Is an Irish Company focussed on Irish customers 1. Is the parent company of Friends First 2. Was founded in 1812 as a mutual insurance company (owned by policy holders) and is now Europe s largest mutual Insurance company 3. Is the Netherlands largest insurance company 4. Holds a financial strength and long-term counterparty credit rating of A- (Standard & Poor s) and has a solvency margin of 2.15 times the minimum required 5. Manages total assets of 93.2billion and generated total premiums of 20 billion in Is the largest health insurer in the Netherlands, insuring 1 in 3 Dutch people 7. Is the market leader in the Netherlands in non-life insurance 8. Insures over 8 million people in the Netherlands, and 12 million in total 9. Outside the Netherlands, is active in: Ireland, Turkey, Greece, Slovakia and Australia 10. Employs 18,500 people *Figures as at 31st December 2014

2 2 Investment Choices: How do I choose? In recent years there has been continued growth in the number of investment choices available to savers and investors. What is the right investment for you? This can be a very difficult question to answer as it depends on so many different factors: How much you want to invest?, How long you want to invest for?, What else you are invested in?, Your appetite for risk? to name but a few. However, one thing is clear; the best investment professionals will advise that you should focus on building a diversified investment portfolio, rather than allowing your investment to be too narrowly focused. Whether you have a high appetite for risk or are quite conservative, have a lot to invest or a little, the principle of diversification applies just as equally. Diversification really means don t put all your eggs in one basket! Diversification works best if you look at it on two levels: 1. If your fund is going to invest in company shares (equities), it should invest in lots of different companies and not just one. The idea here is that it spreads the risk of one company s shares performing very badly. Investing in lots of different shares is a good idea, but you must also understand that shares can go up or go down at the same time. So to achieve real diversification you should also ensure that your fund is invested in different types of investments or different asset classes. 2. This means investing elsewhere than just shares. For example investments such as bonds, property or deposits. When different asset classes are added to a fund there is more chance that some part of the fund is generating returns in all market conditions. This can help smooth out the ups and downs of investing and therefore reduce risk. There are lots of investment choices and you are free to pick and choose your own, but if you want an investment where someone has already packaged up a solution into a portfolio for you then the Friends First Magnet and Compass Portfolio Fund Ranges might be of interest to you...read on Diversification means don t put all your eggs in one basket! Friends First Magnet and Compass Portfolio Fund Ranges Our Magnet and Compass Portfolio funds are ready made investment packages designed to make it easier for you (and your adviser) to invest across a wide range of diverse assets, in a way that matches the amount of risk you are comfortable taking on. Magnet and Compass are available across the Friends First suite of pensions, savings and investment products and provide:. Multiple Asset Classes: Invest across different asset classes, types and geographical locations Multiple Managers: Multiple fund managers with diverse investment styles Diverse Levels of risk: From Cautious, Stable to Portfolio and Adventurous Cost Effectiveness: One overall portfolio management charge Which one is right for you? Try our online Investment Suitability Tool. For more information about the Friends First range of Investment Funds, talk to your Financial Broker or visit our online investment centre at friendsfirst.ie

3 3 Income Protection: Protecting your Income, Protects your Loved Ones When planning our finances we tend to include mortgages, bills, loan repayments, car and home insurance, life cover and hopefully savings and pension planning. But.how would any of these be paid if you had no income due to an accident or illness? Even if you are a regular saver, it is unlikely your savings would cover your required outgoings for a long or even indefinite period of time. And you certainly do not need the additional worry of growing bills or watching your nest egg disappear when you should be focusing on your recovery. One way to protect yourself and your loved ones is through Income Protection Income Protection from Friends First can provide you with an alternative income if you suffer any illness or injury which prevents you from earning an income. It helps take care of your financial needs at a time when money worries should be the last thing on your mind as you focus on recovery. Provides up to 75% of your usual income when you re off work due to illness or injury This money is guaranteed until your selected retirement date if you re not fit to return to work Your premium won t increase if you make a claim In addition to paying your claim, we ll give you all the support and training you need to return to work We are proud of the fact we have been paying some customers a replacement income for 35+ years Income Protection cover gives you the complete peace of mind of knowing that no matter what happens, you and your loved ones are protected. Friends First are the leading provider of Income Protection Up to 75% of your income when you are unable to work due to any illness or injury We have 180+ years of tried and tested claims experience, that s more than anyone else We know exactly what it takes to look after all of our claimants needs Our range of claimant services goes so far beyond financial support and includes - Tailored rehabilitation programmes - Specialist medical treatments - Return-to-work assistance, and more We have been voted Best Income Protection Product provider by Independent Brokers 5 years in a row 9 out of 10 independently surveyed claimants would recommend us to friends and family. For more information about Friends First Income Protection, talk to your Financial Broker or visit friendsfirst.ie

4 4 Before you cancel your Life Assurance Cancelling your Life Assurance cover is a big decision, even if it is to change to another insurer. We recently surveyed customers to tell us why they might cancel their Life cover. The top three reasons were: 40% Of people changing cover did not seek financial advice 1. A change in personal circumstances meant I no longer needed it 2. I could no longer afford it 3. I replaced it with a different policy More surprisingly, 40% of those surveyed did not seek any financial advice before making their decision to cancel cover. As this is one of the most important decisions you will ever make, we would always recommend that you seek the help of a Financial Broker and make the right decision for you and your family s financial needs. We never want you to cancel your cover early, but we understand that your circumstances may and will change. If you are considering cancelling your existing Life Assurance, talk to us as there may be other options where we can help: If you no longer require Life cover: be other options Before you cancel talk to us as there may where we can help You may be used to the deductions being taken from your bank account, so before cancelling that direct debit, perhaps think about putting the money away now for that well-earned holiday in the short-term, for your children s education in the medium-term, or for your retirement income, in the longerterm. Perhaps consider switching the payments into a savings plan or a pension plan. A Friends First savings or pension plan can help you achieve these goals. For more information visit If you are considering cancelling or changing cover due to affordability We may be able to offer some options which mean you do not need to cancel this important cover outright Before you cancel or change get in touch with us to see if there is something we can do to help.

5 5 Corporate Social Resposibility We believe by acting responsibly across our business, we can deliver sustainable positive value to all stakeholders and make a strong social and environmental contribution. Our Corporate Social Responsibility activities are organised under four themes: Friends in the Environment: reducing our environmental impact Friends in the Workplace: creating a positive working environment Friends in the Market: providing value for money and transparent products Friends in the Community: making a positive impact on our community Friends in the Community One element of our Community Programme is our Schools Programme Through Business in the Community Ireland, we have partnered with two local schools: St. Laurence College and St. Colmcilles National School. Our latest initiative: Time to Read involves Friends First volunteers, including our CEO, providing reading supports to National School pupils. This has been, and continues to be a hugely beneficial and fulfilling experience for all involved I love reading now more than before. I have loads of books from the library Alex, Pupil of St. Colmcilles National School I like reading books more now Noah, Pupil of St. Colmcilles National School Being a reader volunteer has been very personally rewarding in terms of seeing the progress being made by Noah and Alex. It lifts the spirit and energy levels and I even like reading books more now It s the kind of thing I ve wanted to get involved in. Following the children s visits to the office I think we ve a head-start on recruitment drives for future employees! Niamh, Underwriting, Friends First Tom, CEO, Friends First

6 6 Online Customer Service Our Online Service Centre provides secure, straightforward online access to your policy details and more, whenever and from wherever you want it. Over 35,000 customers are registered to use our Online Service Centre Join them, and you can... 1 View current levels of cover and benefits 2 Access up to date pension and investment values 3 View premium/contribution details and history 4 Access real time fund factsheets and fund performance 5 Access copies of key correspondence online 6 Update contact details online 7 Change your investment instructions online 8 Submit additional online requests & enquiries 9 Take Part in our Online Surveys and Competitions (see below to win an ipad)...and more If you have yet to register, visit Customer competition /service Policy details, values, plus online self service, when and where you want This competition is open to all Friends First customers and is easy to enter. Win an ipad Simply register and visit our Customer Online Service Centre before 31st May 2015 and we will enter you into a draw to win an ipad. We ll announce the lucky winner in the next edition of Friends for life. Good luck! /service For Terms and Conditions visit /may15 Friends First Life Assurance Company Limited is regulated by the Central Bank of Ireland. BR189, Apr. 15