1. Sharing Excellence The Best of : Adviser of the Year 2014 March 2015 Stuart Meyers RI Advice National Conference Zurich Life Risk

2. © Zurich Insurance Company Ltd The key areas where AOTY finalists excelled The techniques used in each of those areas Agenda 2

3. © Zurich Insurance Company Ltd Key AttributeAverageHighest Main adviser performance9.29.4 NPS73.689.5 Initial advice and engagement8.99.4 Implementation of SOA8.99.5 Formal review meetinngs8.99.5 Ongoing management9.09.3 The 2014 AOTY 3

4. © Zurich Insurance Company Ltd Discovering what’s important to you Main Adviser Attributes 4 Trust Empathy Value

5. © Zurich Insurance Company Ltd Techniques - CVP Main Adviser Attributes 5 C V P Customer Value Proposition

6. © Zurich Insurance Company Ltd Techniques – Values Cards Main Adviser Attributes 6 Achievement Values cards for adults

7. © Zurich Insurance Company Ltd Techniques – Journal Main Adviser Attributes 7

8. © Zurich Insurance Company Ltd Techniques – Mind Maps Main Adviser Attributes 8

9. © Zurich Insurance Company Ltd Engagement and Advice 9 Explaining things in a way you understand Demystifying concepts Connecting to your goals

10. © Zurich Insurance Company Ltd Techniques – Education/Financial Literacy Engagement and Advice 10

11. © Zurich Insurance Company Ltd Techniques – Education/Financial Literacy Engagement and Advice 11

12. © Zurich Insurance Company Ltd Techniques - Road maps and process charts Engagement and Advice 12

13. © Zurich Insurance Company Ltd How it all fits Engagement and Advice 13

14. © Zurich Insurance Company Ltd Techniques – Knowing your client Engagement and Advice 14

15. © Zurich Insurance Company Ltd Informed Consent Implementation 15

16. © Zurich Insurance Company Ltd Reviews 16 Taking you through your situation and progress step-by-step, clearly outlining where things are at and what it all means

17. © Zurich Insurance Company Ltd Techniques – Client Benchmarking Reviews 17

18. © Zurich Insurance Company Ltd Techniques – Client events Reviews 18

19. © Zurich Insurance Company Ltd Techniques – Going beyond Reviews 19

20. © Zurich Insurance Company Ltd Ongoing Management 20

21. © Zurich Insurance Company Ltd How can Zurich help you? Where to from here? 21

22. © Zurich Insurance Company Ltd Your BDMs Where to from here? 22

23. © Zurich Insurance Company Ltd Your own client engagement centre Where to from here? 23 Adviser

24. © Zurich Insurance Company Ltd Important Information This information is dated October 2014, is derived from sources believed to be accurate as at this date, which may be subject to change. It should not be considered to be a comprehensive statement on any matter and should not be relied on as such. Neither Zurich Australia Limited ABN 92 000 010 195, AFSL 232510 or any of its related entities, employees or directors (Zurich) give any warranty of reliability or accuracy and to the fullest extent possible under law, accept no responsibility arising in any way including by reason of negligence for errors and omissions. This presentation has been prepared specifically for the exclusive use of financial advisers. It is not to be published without the prior written consent of Zurich. 24

25. © Zurich Insurance Company Ltd Thank you 25