Over 60,000 people helping customers manage risk in more than 170 countries.

Transcription

1 Zurich at a Glance

2

3 Over 60,000 people helping customers manage risk in more than 170 countries. Zurich at a Glance 1

4 Since 1872 We ve been in the business of insurance. Reaching out from our home market of Switzerland, we expanded quickly into new markets. We now provide services in more than 170 countries, offering insight and guidance in Europe, North America, Latin America, Asia-Pacific, the Middle East and other markets. 2

5 Zurich at a Glance 3

6 Our business is insurance We divide our business into three main segments: General Insurance, Global Life, and Farmers. General Insurance provides property & casualty products and services to individuals, businesses, and major multinational corporations around the world. We reach these customers through a range of business divisions including Europe General Insurance, North America Commercial, and Global Corporate and a mix of distribution channels. Across General Insurance, we leverage the strength of a globally-integrated platform one which includes underwriting, claims, product management, distribution management, risk engineering, reinsurance and customer relationship services to make an array of risk management tools available to our customers. We continually refine our understanding of the risks our customers face, and through this practice generate new insights that we feed back into our underwriting process. This business model maximizes value and efficiency for our existing customers, and gives us a strong strategic foundation for selecting new markets and acquiring new businesses. Our General Insurance segment serves individuals, small and medium-sized businesses, commercial enterprises and major multinational corporations. Building from this global strength, and with a deep local understanding of markets across Europe, North America, Latin America, Southern Africa, Asia-Pacific and the Middle East, Zurich s General Insurance segment is well positioned for continued delivery of top tier performance in the property & casualty marketplace.. 4 Zurich at a Glance

7 Global Life offers a broad range of life insurance, investments, savings and pension propositions to individuals and groups, managed globally and focused on local customer and distributor needs. Farmers includes Farmers Management Services, through which our Group manages the Farmers Exchanges, as well as the Foremost, Bristol West and 21st Century range of products in the United States. 1 As measured by the Farmers Exchanges and AIG U.S. Personal Auto Group s combined direct written premium in the U.S. personal lines business for 2007, resulting in an overall market share of 7.6%. Source: SNL. Global Life offers a broad range of life insurance, investments, savings and pension propositions to individuals and companies across the world. Global Life is managed globally while remaining focused on local customer and distributor needs. Our strategic focus is on customer groups and three distribution channels that benefit from our global reach. Our customer groups consist of: retail customers, internationally mobile expatriates, corporate customers, and private banking clients. We reach the majority of our retail customers through three main distribution channels: Zurich agents, independent financial advisers/brokers, and banks. Customers and distributors of Global Life products look to Zurich to deliver when it really matters, which in the case of life insurance or pensions could be far into the future, making the long history and financial strength of Zurich a key part of Global Life s proposition. Farmers is the name of our third business segment. Through Farmers we also manage the personal lines and small business insurance sold in the United States by the Farmers Exchanges, which we do not own. Counting all insurance sold through the Farmers Insurance Group which includes not only insurance sold under the Farmers brand, but also Foremost, Bristol West, and 21st Century, the direct auto insurer makes Zurich responsible for managing the third-largest personal lines insurer 1 in the U.S. All three business segments are united by our common aspiration to be the leading insurance provider in our chosen markets, and to deliver to our customers when it matters. Zurich at a Glance 5

8 Here to help your world We take a global approach to our core businesses of general and life insurance. We have a strong presence in the world s most attractive insurance markets, and apply our scale and financial strength to deliver tailored, world-class service in more than 170 countries. North America Today we re the third largest commercial insurer in the U.S., as well as its third largest personal lines insurer through Farmers. 6 Zurich at a Glance

9 Europe We take a pan-european approach in the region, anchored by major operations in Germany, Italy, Spain, Switzerland and the United Kingdom. Asia-Pacific/Middle East Zurich, a long-standing presence in traditional markets such as Australia and Japan, is building its profile in Greater China and other regional markets to fuel further profitable growth. Latin America Emerging markets are key to our strategy for growth. Acquisitions in leading Latin American markets demonstrate our commitment to working in these thriving environments. Africa From marine and aviation insurance to microinsurance that can reach the poor, we offer a range of propositions and solutions to match Africa s diversity of individual, commercial and corporate needs. Zurich at a Glance 7

10 8 Zurich at a Glance

11 Zurich HelpPoint Understanding you and your needs, how you want to work with us, how we can serve you: Zurich HelpPoint demonstrates our focus on customers and delivering when it matters. Zurich HelpPoint is the collective term for the many advice, service and solution offerings we deliver that capture our commitment to putting customers at the heart of all we do. To understand how to do this best, we contacted over 39,000 customers from around the world and asked them what they wanted. The answer that came back? Help. Help at the moments that matter most. Help that understands your business. Help that shortens the distance between problems and resolution. Help that adapts and changes as your life changes. Help that goes the extra mile. Help that understands you and the world you live in. Help that delivers. Help that says the customer is the point. Zurich HelpPoint. With 60,000 employees able to serve customers in more than 170 countries, help is on the way. Zurich at a Glance 9

12 We put our customers at the heart of all we do If we re successful in helping our customers manage risk, they can enjoy the freedom to work, play and thrive. This means anticipating and understanding the needs of our personal, commercial and corporate customers, and being entirely focused on meeting those needs. To make this possible, we have aligned our resources across businesses, functions and countries, so that every corner of our business can make a contribution to serving our customers. We aim to make it as easy as possible for our customers to do business with us, and ensure that they receive quality service when they do. The advice we offer is professional and insightful, drawing on the benefit of our global scale. We offer customers expert guidance, a wide range of solutions, and efficient service that treats them as individuals, not policy numbers. 10 Zurich at a Glance

13 Zurich at a Glance 11

14 Looking to the future Providing products and services, no matter how high the quality, is not enough. We make sure that our business is constantly following a planned and systematic evolution toward greater effectiveness and efficiency. At the same time we remain committed to constantly evaluating change in our environment so that we as well as our customers are prepared for tomorrow. 12

15 Zurich at a Glance 13

16 Change is in our business model In our Group we search out and share best practices, we enhance the quality of our data, and we strive to improve our expense ratios. The Zurich Way Target of USD 2.7 billion for 2009 to 2011 USD 500m USD 700m USD 800m Total TZW planned benefits 2009 to 2011: USD 2.7 billion USD 900m Across our Group we search out and share best practices to continuously improve how we do business. We call it The Zurich Way our journey of ongoing transformation to make Zurich a truly outstanding company in our industry. Across the Group, people are doing great things for our customers, and The Zurich Way takes all these best practices and systematically transfers them across the organization to fulfill our commitment to bring everyone up to the same level. What does this achieve? Take, for example, our core processes of Underwriting and Claims, where The Zurich Way delivers fair pricing and better customer service in a consistent, recognizably Zurich way. Or take Zurich s ambitious goals for further profitable growth. These are largely driven by The Zurich Way of Tied Agent Distribution, Independent Distribution, Proposition Development and Cross-selling, each rowing in the same direction to better serve customers however they choose to access Zurich with products and services that truly meet their needs. The Zurich Way also helps integrate businesses we acquire so new colleagues can deliver a one Zurich experience to customers. What s more, The Zurich Way is reshaping the Group towards our aspiration of having the most effective, efficient and customer-focused operating model in our industry. Through The Zurich Way we re committed to delivering an anticipated USD 2.7 billion in total planned benefits between 2009 and 2011, helping Zurich sustain its financial strength underpinned by a total focus on what our customers want and need. At Zurich we ve institutionalized this culture of change, so that we re always preparing for the next transformation in the way we do business. 14 Zurich at a Glance

17 And so is growth Even under historically adverse conditions, our businesses deliver. Business Operating Profit (USD millions) 8,000 6,000 4,000 3,947 6, , ,186 5,593 Zurich is locked on course to seek out and exploit opportunities for profitable growth. We strive constantly to be first in creating propositions that match our customers needs, and to reach them through distribution networks that set an industry standard for efficiency and convenience. Through acquisitions we compound the gains from these innovations, securing profitable growth through new positions in both mature and emerging markets. Even under historically adverse conditions, our businesses deliver. Our General Insurance segment has exemplified distribution excellence, delivering strong growth even in mature markets by finding new ways to reach customers. Global Life has demonstrated the full potential of product excellence, reaching unique customers (like expatriate savers) with options that laser in on their specific needs. Farmers Exchanges, which we manage but do not own, fulfills the promise of customer excellence, excelling in the fast-growing Hispanic and Asian-American segments in the United States. 2, ,000 2, Restated Most often growth is achieved in a simple way: by listening to our customers, understanding their needs, and then letting them know how Zurich can help them meet those needs. Zurich at a Glance 15

18 16 Zurich at a Glance

19 We ve got the right people Under the leadership of our multinational senior executive team, we hire and develop future industry talent from all over the world. The kinds of people who can execute on our strategy successfully are always in demand. That s why we re committed to searching out and retaining the very best, and to keeping them challenged and motivated throughout their careers. We want to be an employer of choice not just in our industry, but across industries. Our workplace culture is stimulating, rewarding and collaborative. Compensation is competitive, career development opportunities are widely available, and performance is recognized and rewarded. Our flagship Global Associate Program is specifically designed to develop future industry leaders, drawing on our relationships with universities all over the world. Employees are encouraged at every stage of their career to take control of their own development goals, while all managers are given deep insights into how they can motivate and align their teams. Visit the Careers section on our Web site if you re ready for change. Zurich at a Glance 17

20 And they ve got great insight With a deeper understanding of our customers needs, we can develop new solutions for a new age. Zurich is a thought leader. We house internal think tanks to stimulate critical thinking on new developments arising in the risk landscape, such as pandemic flu and nanotechnology. We bring in external experts to work on our Advisory Councils, which advise management on the broader risk implications of global challenges, such as natural catastrophes and climate change. We fund academic programs around the world, and contribute to the global stock of knowledge by being a strategic partner of the World Economic Forum. We re engaged in these activities first because it makes good business sense: our customers expect us to provide risk insights on their behalf. Just as importantly, we aim to make our risk insights available to the public at large stimulating more informed reactions to risk, and giving a more expansive view of the role insurers play in society. In these and many other ways, Zurich is a leader of the insurance industry in thinking about and evaluating change. 18 Zurich at a Glance

21 Zurich at a Glance 19

22 Contact us Registered Office Zurich Financial Services Ltd Mythenquai Zurich, Switzerland Media Relations Zurich Financial Services Ltd, Switzerland Telephone: +41 (0) [email protected] Investor Relations Zurich Financial Services Ltd, Switzerland Telephone: +41 (0) [email protected] 20 Zurich at a Glance

23

24 Here to help your world. For more information please visit: Zurich Insurance Company Ltd Mythenquai Zurich, Switzerland Phone +41 (0)