1. Making Claims management effective and profitable Danijela Ziser, Swiss Re, Claims Forum 2014

2. Danijela Ziser, Swiss Re | AIIF 2014 2

3. 3 Source: customerservice.ae

4. Danijela Ziser, Swiss Re | AIIF 2014 4 Source: conversiondoktor.de

5. Danijela Ziser, Swiss Re | AIIF 2014 How to be different? Run Claims like a business Automation Having the right people 5 Source: pivotalsafety.ca

6. Danijela Ziser, Swiss Re | AIIF 2014 6 More than prompt claims payment… …provide a variety of unique, value-added services and expertise http://www.allaboutfitnesskc.com/services/our-service/

7. Danijela Ziser, Swiss Re | AIIF 2014 7 Shareholder Clients Stakeholders Adjudication Liability Management Retrospective Solutions Stakeholder External Services Income/ value-add Net Result = Impact Operational Efficiency Operating Cost Legal spend Investment USD mio Technical Expertise & Focus Customer’ Focus Simplification/ Discipline Run claims like a business: Foster an entrepreneurial spirit & create impact There are different levers to pull at different times FOCUS

8. Danijela Ziser, Swiss Re | AIIF 2014 Automation Claims being processed in the "old" way 8 Paper / E-mail Closings - Incomplete documents - Non standard formats - No ackowledgement of receipt required Paper / E-mail Closings - Incomplete documents - Non standard formats - No ackowledgement of receipt required Manual Statements -Time consuming spreadsheet process - Lengthy agreement timecycle - Large query volumes Manual Statements -Time consuming spreadsheet process - Lengthy agreement timecycle - Large query volumes Delayed Payments - Inconsistent due dates - Timeline driven by reconciliation - No agreement of items payable Delayed Payments - Inconsistent due dates - Timeline driven by reconciliation - No agreement of items payable

9. Danijela Ziser, Swiss Re | AIIF 2014 Automation Claims being processed automatically 9 Transaction validation - Tech account (TA) message sent early, as soon as the broker books the item - Standard data format - Complete/accurate dataset Transaction validation - Tech account (TA) message sent early, as soon as the broker books the item - Standard data format - Complete/accurate dataset Electronic Reconciliation - Real time agreement - Technical/payment transaction linked - Team can focus on queried/ unpaid items. - Early query resolution Electronic Reconciliation - Real time agreement - Technical/payment transaction linked - Team can focus on queried/ unpaid items. - Early query resolution Faster Cashflow - Items paid 15 working days earlier - No backlogs - can focus on key items - Financial account (FA) sent as soon as payable Faster Cashflow - Items paid 15 working days earlier - No backlogs - can focus on key items - Financial account (FA) sent as soon as payable

10. Danijela Ziser, Swiss Re | AIIF 2014 Automation Benefits exist for all stakeholders 10  Increased control and transparency  Single platform access to all markets  Increased speed and efficiency  Improved cash flow  Immediate, secure and evidenced delivery of data  Reduced risk What is a (re)insured looking for?  Improved cash flow  Processing cost reduction  Enhanced client servicing  Ability to focus on value added activities  Direct straight-through processing into any market from worldwide locations What is a broker looking for?  Processing cost reduction  Enhanced cedent servicing  Consistent, high quality and properly referenced data feed  Access to current data and documentation  Reduced exposure to dormancy What is a (re)insurer looking for? (Re)Insurer (Re)Insured

11. Danijela Ziser, Swiss Re | AIIF 2014 The right skills- the right staff? The Spider Web 11

12. Danijela Ziser, Swiss Re | AIIF 2014 12 Source: sharonshares.ca

13. Danijela Ziser, Swiss Re | AIIF 2014 13 ricardo.ch

14. Danijela Ziser, Swiss Re | AIIF 2014 Danijela Ziser Claims Expert Tel: +49 89 3844 1228 danijela_ziser@swissre.com 14 Swiss Re Contact

15. Danijela Ziser, Swiss Re | AIIF 2014 15

16. Danijela Ziser, Swiss Re | AIIF 2014 Legal notice 16 ©2014 Swiss Re. All rights reserved. You are not permitted to create any modifications or derivative works of this presentation or to use it for commercial or other public purposes without the prior written permission of Swiss Re. The information and opinions contained in the presentation are provided as at the date of the presentation and are subject to change without notice. Although the information used was taken from reliable sources, Swiss Re does not accept any responsibility for the accuracy or comprehensiveness of the details given. All liability for the accuracy and completeness thereof or for any damage or loss resulting from the use of the information contained in this presentation is expressly excluded. Under no circumstances shall Swiss Re or its Group companies be liable for any financial or consequential loss relating to this presentation.