BEST PRACTICES/ TRENDS/ TO-DOS

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1 Online Insurance Europe: S/ TRENDS/ TO-DOS New success guidelines WHAT TO DO N D E EW IO IT N

2 Your Benefits EUROPE S S/ TRENDS/ TO-DOS: The new and only study about the best online insurance solutions in all of Europe. NEW SUCCESS GUIDELINES: Benefit from the best in Europe and optimize your success across all business functions. Whatever your current business model or country, you will get new practical success guidelines of WHAT TO DO: how to easily & quickly verify and optimize your business and strategies, how to additionally accelerate business growth with less cost, how to achieve the highest competitive advantages in the insurance industry. Over 100 best practices and 250 future trends in facts & figures. All online/ direct channels of insurers in Europe have been thoroughly evaluated according to the attractiveness, quality and success potential of their channel offer. The most comprehensive full quantitative survey in more than 30 countries (Austria, Belgium, Bulgaria, Belarus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom), of more than 230 insurers online/ direct channels (mainly online & phone) in all product lines, according to more than 300 relevant success criteria (all KPIs and single criteria). RESEARCH DESIGN Published by/ Managing editor: 2016 MOUNT ONYX GmbH. MOUNT ONYX is the leading expert for online & direct insurance with clients in more than 25 countries. In cooperation with the UNIVERSITY of Vienna/ Department of Finance. This study is based on a holistic multi-step approach: Extensive international desk research and systematic market observation; final plausibility analysis with more than 50 industry experts in Europe and North America. Extensive on-going qualitative and quantitative research of all online channels of insurers in all of Europe; multi-step data evaluation/ control and preparation.

3 S TRENDS TO-DOS

4 Contents INTRODUCTION 1. Introduction 1.1. Forewords & References Univ.-Prof. Mag. Dr. Jörg Finsinger/ UNIVERSITY of Vienna Mag. Dr. Johannes Ospald/ MOUNT ONYX GmbH Comments from industry-leading companies Definition of Online Insurance The direct (mainly online & phone) vs. the personal & individual business approach. Summary of online/ direct channel business models vs. traditional direct marketing Research & Evaluation Design 2. Markets 2.1. Online Insurance Markets in Europe Levels of online/ direct channel maturity. Non-life & life insurance market shares and growth rates. Long-term core market potentials. International players and main pioneers. Changes of players. Core & realizable customer potentials and trends. 3. Practical Value 3.1. Study Benefits 3.2. New Formulas for Success More success with more growth. More success with less cost How to use the international best practices and trends for your country and business SUCCESS GUIDELINES 4. Best Products 4.1. Key Success Factors 4.2. Best Players Europe s best online channels in the category Best Products : Achieved performance levels. Brands, countries, owners, countries of 4.3. Best Practices & Trends trends across single product topics: Total business mix offered (through own and partner brand). All non-life insurance product lines offered. All life insurance product lines offered. All bank and non-financial product lines offered. Density of standard and extended product portfolios offered. Access quality to product information. All technical product information tools used WHAT TO DO 5. Best Promotion 5.1. Key Success Factors 5.2. Best Players Europe s best online channels in the category Best Promotion : Achieved performance levels. Brands, countries, owners, countries of

5 5.3. Best Practices & Trends trends across single promotion topics: Word and picture brand mark strategies. Offline advertising presence. All online advertising/ promotion tools used, also including search engine presence, member-get-member programs, affilliate programs promoted. All memberships on social networks promoted. Mobile presence and mobile tools promoted. All website company promotion tools used. Website usability tools used WHAT TO DO 6. Best Sales 6.1. Key Success Factors 6.2. Best Players Europe s best online channels in the category Best Sales : Achieved performance levels. Brands, countries, owners, countries of 6.3. Best Practices & Trends trends across single sales topics: All contract-driven product sales tools used. Access quality to quotation. All upselling tools used. All cross selling tools used. All contact channels promoted. Contact channel density. Call-center accessibilities promoted WHAT TO DO 7. Best Service 7.1. Key Success Factors 7.2. Best Players Europe s best online channels in the category Best Service : Achieved performance levels. Brands, countries, owners, countries of 7.3. Best Practices & Trends trends across single service topics: All online (self) service tools used, also including login area and service apps. Access quality to claims settlement. All claims contact channels promoted. Claims contact channel quality WHAT TO DO 8. Best in Total 8.1. Best Players Europe s best players in the category Best Online Channel and in the business model categories Best Active Model Best Passive Model Best Hybrid Model Achieved performance levels. Brands, countries, owners, countries of 8.2. Best Practices & Trends Europe s best overall solutions and best practices & trends per business model across all single topics. all product, promotion, sales and service relevant criteria WHAT TO DO

6 ORDER We are ordering the study Online Insurance Europe: S/ TRENDS/ TO-DOS EUR 2,780 Additional customized analysis for individual areas of interest or personal & individualized workshops and seminars at your location are available upon request. Company Name Address Telephone VAT-ID Number Date/ Signature Please send your signed order scan to: The price includes delivery cost. Studies are available in English, 210 pages of contents including 125 illustrations in total. Your order will be confirmed by . Studies will be sent by mail. Final invoicing at delivery (no pre-payment necessary). VAT: Domestic orders within Austria plus 20% VAT. EU customers without 20% VAT (if you quote your VAT-ID number at the time of purchase). Non-EU customers without VAT. We are at your disposal at any time for further information or queries: Hotline:

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