Managing Branches in Archipelago Asian claims convention 18 Friday 13th April 2018 Grand Hyatt, Nusa Dua, Bali

Indonesia Unity in Diversity Potentials Highlight Population 262 Millions 17,504 Islands 3 time Zones 3,977 Mile from west to east 35 Provinces Age 16-64 : 66.5 % Rich in natural resources Plenty of tourism destinations GDP growth 5.1 % Insurance penetration 2.61% GDP Infrastructure development: communications and logistics Population 262 Millions 17,504 Island 3 time zones 3,977 Miles from west to east 35 Provinces Age 16-64 : 66.5% Rich in natural resources Plenty of tourism destinations GDP growth 5.1% Insurance penetration 2.61% GDP Infrastructure development: communications and logistics

Density Highest density Highest Density Urbanization Prospect Java 60% Sumatra 20% Urbanization Prospect 54% urban population 46% rural population Highest density Java 60 % Sumatra 20% Urbanization prospect 54 % urban population 46 % rural population

Insuring the archipelago General Insurance 76 Life Insurance 50 Sharia (General and Life) Social Insurance 2 Insurance Brokers 169 Reinsurers 5 Reinsurance Brokers 40 Loss adjusters 28 General Insurance 76 Life Insurance 55 Sharia (General and Life) 48 Social Insurance 2 Insurance Broker 169 Reinsurance 5 Reinsurance Brokers 40 Loss Adjusters 28

Challenges in insuring the archipelago Very wide territory: logistic, telecommunication, transportation Lack of Qualified Human Resources Lack of insurance awareness Industrial risks concentrate in Java Island Jakarta: High-rise buildings, Hotels, Malls, Government offices Greater Jakarta : + Housing and Apartments West Java : Industrial Estates, Manufactures Distribution focus in major cities/towns in 5 major islands West Indonesia more crowded than East Indonesia

Embracing the archipelago Thanks to : Technology: telex, facsimile, email Information technology: PC, laptop, android, smart phone Digitalization: remote printing, e-policy, m-marketing, digital insurance platform Smoother Business Process Improve Customer Experience More Accurate Information

Embracing the archipelago 10, 20, 30, 40 branch offices + representative office Visiting the offices Teleconference Video Conference Mobile Communications and Data Analytics

Claims service in the archipelago Challenges : Locations various from big city to remote area Networking and telecommunications are crucial for fast response Lack of human resource and expertise SOP and simple guideline for branch staff Limited transportation to reach remote area Limited internet bandwidth High cost in transport and deliver claims repair work Longer time to settle the claims

Claims service in the archipelago Future challenges: Digital disruption is taking insurance into unchartered territory Millennial policy holders : Adapt or Die Digital technology: Claims Notifications : via mobile apps Claims processing : via mobile apps Claims Survey : drone, satellite Claims investigations: robots, loss adjusters Claims payments: e-wallet May be not too long it will be full digitally progressive claims settlement… Are we ready?

THANKYOU