Notice : Proprietary and Confidential This material is proprietary to Inpion Consulting. It contains trade secrets and confidential information which is solely the property of Inpion Consulting. This material is solely for the Client’s internal use. This material shall not be used, reproduced, copied, disclosed, transmitted, in whole or in part, without the express consent of Inpion Consulting.Copyright ! 2009 InPion Consulting co., ltd.

Inpion Consulting, the Insurance IT specialist presents;

Online Customer Self-Service

2010. 3.

ContentsContents

Ⅰ. Solution Introduction1. Conventional Customer Service Channel

2. Online Customer Self-Service Channel

3. Adoption & Impact on Online Customer

Self-Service Channel

4. Solution Introduction

5. Solution Features and Expected Benefits

Ⅱ. Company Introduction1. History

2. Business Areas

3. Solution Line-up

Ⅰ. Solution Introduction1. Conventional Customer Service Channel2. Online Customer Self-Service Channel3. Adoption & Impact on Online Customer

Self-Service Channel4. Solution Introduction5. Solution Features and Expected Benefits

3

1. Conventional Customer Service Channel1. Conventional Customer Service Channel

DBDirect visit + waiting time before consultation + limitation on available consultation time

Phone call to request a consultation + waiting time + limitation on viewing

Customer Service Channel?Customer Service Channel?How does your customer service is performed How does your customer service is performed

after the insurance subscription? after the insurance subscription?

Phone call to request a consultation + waiting time + limitation on viewing

4

2. Online Customer Self-Service Channel(1/3)2. Online Customer Self-Service Channel(1/3)

Did you know that online financial self-service channel is growing fast?

Online Financial Self-Services are available

whenever, wherever you want : 24x7x365

Insurance company(U.S. ING)

2.1 Online Financial Self-Services are Emerging

Bank(U.K. HSBC)

Securities(Korea Samsung Securities)

Insurance company(U.S. Allstate)

Insurance company(Japan Nippon Life)

Securities(U.S. E*TRADE)

Bank(U.S. Wells Fargo)

5

2. Online Customer Self-Service Channel(2/3)2. Online Customer Self-Service Channel(2/3)

• U.S. Allstate Insurance company is enhancing Online Self-Service - In 2008, the number of customers who want to view their claim status online has

increased to 72% compared to 2007.

- Next Gen Self-Service providing 24-hour claimable function has launched. (08. 2009)

- In 2010, “click-to-talk”, “click-to-chat” service will be provided through smart phones.

• Increasing Sales of Life Insurance by Online Channels- Online Sales is growing trend in developed market like U.S. and Japan,

due to great accessibility and easy updates.

- Sales rate via internet in U.S. has increased from 7% in 2006 to 15% in 2009 ( ※ See graphs below)

- In Japan, the rate in 2006 is 1.8%, which is still insufficient but was doubled from 0.8% of year 2003.

Internet usage increased7% → 15%

<자료 : Limra, 2009>

Compared by years

< The Growth of U.S. Online Sales Channel>

2.2 Insurance Industry’s Increased Needs for Online Self-Service

Etc

Internet

Work

Mail/Phone

ConsultantDeath Heath Long-term care Annuity Total

Mail/Phone■Consultant ■ Mail/Phone ■ Work ■ Internet ■ Etc

2009 2006

6

2. Online Customer Self-Service Channel(3/3)2. Online Customer Self-Service Channel(3/3)

Insurance Insurance companycompany

AS IS TO BE

(Company) Increase on Workload and Operational Cost

(Customer) Limited Consultation Time, Wasted Visiting &Waiting Time, Insufficient Information

ISSUEISSUE

Customer

“Operating Call Center & its Agents”

2.3 Expected Benefits from Adopting Online Self-Service

CustomerWaiting Time & Time Limit

for Consultation

Waiting for Consultation

7

3. Adopting Status of Self-Service(1/4)3. Adopting Status of Self-Service(1/4)

How Does Your Online Self-Service is Being Offered?

Ready..

Provides Simple Information

Provides Various Customer Service

Where Are you Now?

ü View/Change Current Statusü Receive BenefitüAutomated Payment (Reservation)üPolicy Loan

üChange Personal Informationü Certificationü Serving Agent Information

Online Self-Service can be expanded as time goes by

3.1 Online Customer Self-Service Development Phase

8

3. Adopting Status of Self-Service (2/4)3. Adopting Status of Self-Service (2/4)

[ Samsung Life ]Cyber Customer Center System

[日本生命 ]Dedicated Service

[ Metlife ] eService

[ Allstate ]Customer Care Center [ New York Life ]

Virtual Service Center

3.2 Major Insurance Company’s Adoption Status

[ Daehan Life ]Internet Office

[ Kyobo Life ]Cyber Office

[第一生命 ]Internet Service

[明治安田生命 ]MYLINC

9

3. Adopting Status of Self-Service (3/4)3. Adopting Status of Self-Service (3/4)

3.3 Main Service ListServices Samsung

(Korea)Nippon(Japan)

Allstate(U.S.)

New York Life(U.S.)

Metlife(U.S.)

View/Change

View/Change Contract Status O△

(Partially Changeable)

△(Partially

Changeable)

△(Partially

Changeable

△(View Only)

View/Change Automatic Payment Details

O O O X X

View Contract Process Status O X X X X

View Remittance Account/Payment History

O X X X X

View Dormant Benefit O X X X X

Cooling Off O X X X X

View/Change Personal Information

O O O O O

Payment

View/Pay Premium O O O△(View Only)

O

Additional Premium Payment O X X X X

Automatic Loan for Premium O X X X X

Claim

View Claim Process Status for an Accidental Benefit

O X O X O

Apply for/Reserve Automatic Payment

O X X X X

Receive Benefits

View/Receive Installment Benefit/Expiration Exceeds

O△

(Partially Available)

X X X

View/Receive Dividend O O X X X

View/Receive Surrender Value/Partial Withdrawal/Unpaid Balance

O X X X X

PolicyLoan

View/Apply for Policy Loan O O X O X

Apply for Policy Loan Reservation

O X X X X

Repay Policy Loan O O X X X

Redesign Loans with Lowest Interest Rate

O X X X X

Comparing to major companies in

other countries, Korean offers the widest variation of online service

< Deployment Status by Self-Service Categories>

Korea

Japan 19

U.S.

85

<Online Self-Service Deployment Status by Region>

Allstate (U.S.)

Nippon Life (Japan)

Samsung Life (Korea)

View/Change Payment Claim Receive Policy LoanInformation Benefits

10

3. Adopting Status of Self-Service (4/4)3. Adopting Status of Self-Service (4/4)

3.4 Case Study : Samsung Life Insurance Company

- 2008’s Online Financial Transaction Amount : 4.2 trillion won (about 21% of Earning Premium)

- In 2008, 10% of Private Policy Loan (about 1.8 trillion won) is occurred via online: Number of Customers Increased from Easy-to-use Services: Reduced Offline Workload

[Samsung Life] Rapidly Deployed Online Services Compared to Any Other Insurance company- In 1998, Offered Cyber Customer Service from its Homepage- In 2001, Building & Managing Full-fledged 24-hour Internet Service - In 2002, C.C.C. System Service Expended- In 2004, Developed Direct Insurance System(Online Insurance Sales System)- In 2006, Expanded & Restructured C.C.C. System and E-Banking System for

Enterprise Customer- In 2007, Implemented Mobile Support System for Consultants

<Samsung’s Current Status of Online Self-Service>

※ C.C.C. System : Cyber Customer Center System

“180% Increase compare to Year

2004”

2008

2004

11

4. Solution Introduction(1/5)4. Solution Introduction(1/5)

4.1 OverviewOnline Customer Self-Service

= Compilation of Know-Hows from Developing & Managing

Leading Insurance companies’ Online Services!

Legacy System

Data

Online Service User

• Standard Layouts/Element Management• Site Layouts/Element Management• Mapping Information Management

Data

Data

• View/Change Contract Information• Claim/Change Claim Information• Apply for/View Policy Loan

(301)

System Manager

DataData

StandardRepository

Adapter

12

4. Solution Introduction(2/5)4. Solution Introduction(2/5)

4.2 Cyber Customer Center System (C.C.C. System)

Cyber Customer Center System

WebController C.C.C.S Module

Service

AdapterAdapter Req. Visitor Res. Visitor

Adapter Req. Visitor Res. Visitor

Message

EJB

Repository

StandardLayout

StandardElement

SiteLayout

SiteElement

User Interface

Main Screen UI Contract Detail Page UIConsolidated Customer Information Page UI

• Easy Implementation & Maintenance - Adapter Implementation/Adoption to connect to

Legacy Systems- Standardized Information Services in Solution- Link to Legacy System’s Information Services

• Customer-Centric User Interface - Providing UI following W3C standard- Offering Optimized Customer Service Composition

(Based on various Insurance companies’ Self-Services)

A System for Policyholder Providing Standardized Customer Service

13

4. Solution Introduction(3/5)4. Solution Introduction(3/5)

4.3 Customization Tool

Customization Tool

Std. LayoutMg.

Std. LayoutMg.

Std. ElementMg.

Mapping Element Mg.

Site LayoutMg.

MessageLayout Mg.

MessageElement Mg.

EJBLayout Mg.

EJBElement Mg.

MappingMg.

Std. Layout/Element View

Site Layout/Element View

ElementMapping Mg.

Adapter Setting UI Setting Label Mg. User Mg.

MappingElement Loop Mg.

Standard Layouts/Element Management Page UI

Site Layouts/Element Management Page UI

Mapping Management Page UI

• Connectivity Management between C.C.C. System & Legacy System- Manages Solution’s Service Standard Information - Manages Legacy System’s Interface Information - Manages Mapping between Standard

Information and Legacy Information

• Efficient Management Tool- Flexible Reaction is Available when Legacy

System’s Interface Changes- Requires minimal resources for adding &

changing services

C.C.C. System Management Tool for Managers

※ C.C.C. System : Cyber Customer Center System

14

4. Solution Introduction(4/5)4. Solution Introduction(4/5)

4.4 Verifier

Test DataMg.

SimulationDriver

Report Mg.

Script TemplateMg.

Test DataRepository

Test Suit Test Case Test Result

Web SimulationDriver

Adapter SimulationDriver

Verifier Layout UI of Verification Result Report

• Ensure Reliability of Provided Data - Enhanced Verification on Financial Information Offered via

Web- Verification by comparing web data with legacy data- Improve Verification Level by Flexible Management of Test

Cases- Essential Verification will be Performed before the System’s

Launch Date.

• Sustainable Verification Management - Block Errors by scheduled checkup after the System’s Launch.- Reduce workload with Automated Verification Process

Verifier

Verification Tool for C.C.C. System Managers

15

4. Solution Introduction(5/5)4. Solution Introduction(5/5)

4.5 Implementation Process

※ Implementation schedule above is calculated for time needed to set C.C.C. System only.(Additional time is needed if there is a need for building/changing customer’s infrastructure)

※ Schedule specified above may be changed when additional requirements is occurred.

Define Interface : 2 Weeks- Define Site Layouts- Define Site Elements

Solution Installation : 2 Days- Install & setup C.C.C. System- Install & setup Customizing Tool

UI Setup : 6 Days- Edit Basic Images such as Logo, CI and etc. - Edit Information Phrases (Information page, pop-ups, and etc.)

Legacy Information Registration : 2 Weeks

- Register Site Layouts- Register Site Elements

Mapping Elements : 2 Weeks- Map Standard Elements

with Site Elements

Label Setting : 2 Days- Register Labels for Elements

Test1 Month

Analysis & Design1 Month

Just in 4 Months to Complete Solution Setup

16

• Verified for years: Offers Stable Management under Large System Traffic of the Leading Insurance Companies

• Optimized for the Full Open Source-Based System

• Verified for years: Offers Stable Management under Large System Traffic of the Leading Insurance Companies

• Optimized for the Full Open Source-Based System

5.1 Solution Features

JBoss

DB(Oracle, MySQL, Ingres etc)

Linux (x86)

To-Be

※ Samsung Life Insurance Company selected as the World’s 10 Respected Global Companies by the Fortune Magazine and its online financial transaction in a year reaches 5 trillion won.

Optimized to Operate with Redhat Based Solution

Cyber Customer Center System

WebLogic

Oracle

UNIX

As-Is

Verified Solution: Developed, Deployed and Managed for Samsung

Life Insurance Company’s System

Cyber Customer Center System

5. Solution Features and Expected Benefits(1/2)5. Solution Features and Expected Benefits(1/2)

VerifiedVerified

& Optimized

17

5. Solution Features and Expected Benefits(2/2)5. Solution Features and Expected Benefits(2/2)

5.2 Expected Benefits from Adopting Solution

• Down up to 60% of Initial Investment Cost- Service Planning and Design: Substitution effect by 80%

- Systems Analysis / UI and service development : Substitution effect by 50%

• Reduce Total Cost up to 25%- 70%↓ when editing & deleting Services- 20%↓ when registering New Service - 20%↓ when Changing Interfaces

With Packaged Service Solution,

à Cost Reduction

• Shorten Development time by 50%: 4 Months to Complete Solution Setup

à Shorter Development Time

à Cost Reduction

Ⅱ. Company Introduction1. History2. Business Areas3. Insurance IT Solution Line-up

19

1. History1. History

Section Content Reference

Oct. 2001. Inpion Consulting co., ltd. established

Jul. 2002. System development research institute was founded.

Apr. 2003. Managed Samsung Life Insurance e-commerce development in addition

Feb. 2004.Organized policy document and history specialized management system, PCMS, was developed.

June. 2004. Business support system, SalesPlan, was developed. Samsung Life Insurance

Aug. 2005. Samsung Life Insurance website renewal project was launched. Samsung Life Insurance

Jul. 2005. The industry’s first carrier policy verifier, AVIA, was developed. The patent number : 10-0888422

Feb. 2006. Dae-han Life Insurance multi-channel integration project was launched. Daehan Life Insurance

Nov. 2007. Samsung Life Insurance FC-mobile project was launched. (Nov. ’07 ~ present) Samsung Life Insurance

Dec. 2007. SPICE Level 2.2 was achieved. ISO, KAPA

Mar. 2008. The industry’s first remote accessed client consulting system, D-connect, was developed. In process of co-patent with

Samsung Life Insurance company

Aug. 2008. Research institute was permitted by KOITA. KOITA

Nov. 2008. New paradigm of subscription, e-subscription system, ESS, was developed. Samsung Life Insurance

Nov. 2008. Secure transfer management of customer information system, CIDS, was developed.In process of co-patent with

Samsung Life Insurance company

Dec. 2008. SPICE Level3 was achieved. ISO, KAPA

Feb. 2009 TPMS (Testing Process Management System) was developed W/ STA

June. 2009.Authentication for small and medium enterprises with innovative technology (INNO-BIZ) was achieved (A grade)

INNOBIZ

Dec. 2009. A Member of SKTelecom Business Partner (BP) SKTelecom

Feb. 2010. Intranet Solution Dev. For Android Platform MCNC

Feb. 2010. SKTelecom Android Application competition SKTelecom

20

2. Business Areas2. Business Areas

Inpion Consulting Performed SI Project for Financial Companies which Requires High Reliability,

and Provided Stable Service Management & Specialized Solution

Solution

§ Provide Solution Packages

§ Develop Client-Customized Solution

S.M

S.I

Mobile

Security

BusinessAreas

§ BA, TA Consulting

§ Build Optimized System for Financial Companies

§ SPICE Level 3 Achieved

§ Offer Security Infrastructure Service with Samsung Group’s On-Line Security Service Level

§ BS 7799, ISO 20000 Authentication Achieved

§ Develop ITSM Process & Provide SM Service

§ Management Staffs with ITIL Qualification

§ Develop Smartphone Applications- iPhone, Android, WM

§ Develop Mobile Gateway Server Solution

21

3. Insurance IT Solution Line-up(1/2)3. Insurance IT Solution Line-up(1/2)

ESS Solution(Electronic Subscription System)

Faster & Easier Insurance Subscription! Non-stop electronic subscribing system

- Scans subscription forms from off-line. - Verifies subscription and put additional information on-line

- Replaces hand-written signature with electronic certification.

D-Connect Solution(Direct Connect System)

Get in contact with Your Customer anytime, anywhere.

By overcoming the barriers of time & space, better customer satisfaction can be expected through remote support.

AVIA Solution(Automatic Verifier for Insurance Application)

Automated Financial IT Product Verification Solution.

The solution reduces time and cost for product verification. The industry’s first automated testing solution for insurance product planning and subscription.

SalesPlan Suite Solution

New Paradigm for Front CRM! We enhance your sales activity by our powerful support functions.

It caters to your needs of sales-current customer status management, customized e-mail & SMS, sales statistical data.

With Years of Experience in Developing and Maintaining Insurance IT System,

Inpion Consulting Provides Specialized Services and Systems for Financial Companies

22

3. Insurance IT Solution Line-up(2/2)3. Insurance IT Solution Line-up(2/2)

PCMS Solution(Insurance Policy Conditions Management System)

Customized Product Document Management System for Insurance/Financial Providers.

Registers important documents such as policy/loan statement, and keeps record of the history. Make your asset of documents with PCMS.

CIDS Solution(Customer Information DRM System)

Upgrading the Level of Customer Information to Your Satisfaction!

Security is now a must, not an optional. - Provides supervision function when you share customer information with other companies

- Send/receive customer information safely- Protects from cracking and illegal exportation

IPFS Solution(Insurance Product Factory System)

New concept of product development process management system.

By standardizing, modularizing, layering product design, implementation process – from Product Design > Development > Test > to Release – will gain more speed and higher stability.

ACCM Solution(Automated Customer Center Machine)

Increasing operating expense for offline customer centers and customer service needs!

Solve these problems at once, with our innovative remote office system = ACCM Solution

With Years of Experience in Developing and Maintaining Insurance IT System,

Inpion Consulting Provides Specialized Services and Systems for Financial Companies

For further information, Please contact Inpion Consulting;

Soo-Yeol Yang, Chief Research Engineer82+2-2022-5770java@inpion.com