docResult for the customer 2014
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Result for the customer 2014
all i a n z deut sc h l a n d Result for the customer 2014 Sometimes in person. Sometimes digital. Always high-performance. —— Translat ion of Ger man Version —— This is how you rated us – overall. A comparison with values from the previous year. Overall customer satisfaction with Allianz I can only develop suitable products for customers if I put myself in their shoes. They have to be easy to understand, customers must know exactly what they are buying – and should not experience any surprises. Being there for my customers is my job. There are five things that are especially important to me: taking time for my customers, dealing with them honestly, approaching them early on, building trust and establishing a personal relationship. Putting ourselves in our customer’s shoes – we mean that very seriously. Our safety goggles focus on colleague after colleague. They remind us every day to be there for every customer with a fresh eye. My parents’ house was impacted by the flood of the century in 2013. The Allianz advisors on location explained everything to us in detail, comforted us and were simply there for us. This help impressed me so much that I am thrilled to work for Allianz now and help customers myself. I accompany and assist customers and their families who find themselves in an exceptional health situation. Spending every day working together to find the best possible support opportunity and then implementing it – that’s a satisfying job! Speaking our customers’ language, providing exactly the information they’re looking for – that’s what good online communication is all about to me. We’ve designed different landing pages for different target groups. That way as a customer I find what personally interests me right away. Rating (Satisfaction in scores from 1 to 5) —— Page 97 Speed 2012 — 1. 4 2014 1 % —— Page 97 2012 — 1. 4 2014 17 % 7 % 2 % 1.4 2 % 2012 — 1. 4 —— Page 97 Commitment 73 % 2014 16 % 7 % 2 % 1.4 —— Page 97 2012 — 1. 8 2014 52 % 24 % 19 % 4 % 2 % —— Page 97 2014 18 % 11 % 1 % 2013 — 1. 9 1.8 2012 — 1. 4 70 % 2013 — 1. 5 2 % Fairness 73 % 2013 — 1. 4 2013 — 1. 5 1.5 1 % Rounding dif ferences may occ ur Expertise 2 % 1.4 Commitment 8 % 2013 — 1. 5 Fairness 16 % Expertise 73 % Transparency dissat isf ied Speed less sat isf ied Transparency sat isf ied This is how you rated us according to the criteria: Transparency, Fairness, Commitment, Expertise and Speed. A comparison with values from the previous year. ver y sat isf ied Customer satisfaction completely sat isf ied Rating (Satisfaction in scores from 1 to 5) dissat isf ied 2012 — 1. 9 2014 1 % 2012 — 1. 6 2014 58 % 26 % 12 % 2 % 1.6 2 % 2012 — 2 . 2 2014 34 % 24 % 34 % 5 % 3 % 2014 22 % 16 % 6 % 3 % 2014 25 % 21 % 5 % 2 % 2014 23 % 16 % 2 % 2013 — 2 . 0 1.9 2012 — 1. 6 59 % 2013 — 2 . 0 1.8 2012 — 2 . 0 47 % 2013 — 2 . 3 2.2 2012 — 1. 9 53 % 2013 — 1. 6 Advice 2 % Service 24 % 1.9 Claims 30 % 2013 — 1. 9 Benefits 43 % Products less sat isf ied 1 % 2013 — 1. 6 1.6 Rounding dif ferences may occ ur Communication sat isf ied This is how you rated us in the areas: Products, Advice, Service, Claims, Benefits and Communication. A comparison with values from the previous year. ver y sat isf ied Customer satisfaction completely sat isf ied 003 Editorial Customer-centric – online and offline Customer satisfaction is the currency we use to measure our success with customers. Unlike financial results for stockholders, this isn’t about euros. It’s about the ratings we receive from our customers. We publish the results regularly in our customer report. And in this issue we once again reveal how our customers see us, what we changed over the last year and where we still need to improve. People often ask me if all the effort is worth it. I only have one answer to that question: Yes! The feedback from our customers is an honest and very direct indicator that shows us where we stand. It drives us to continually improve our processes. Last year we were able to raise our overall rating by 0.1, to 1.8 points. We even improved our claim settlement by 0.2 points. I see that as a confirmation of our constant efforts to keep customers enthusiastic and satisfied. The bar was set high in 2014 because our customers’ wants and needs are changing. Digitalization is certainly a key theme: Mobile communication and the Internet are changing every aspect of our customers’ lives – including insurance. In order to have a presence in the networked world of our customers and stay responsive to changing needs, we are currently investing almost €200 million and a great deal of expertise in digitalization, in new offerings, in online channels and in automated business processes. The goal is much greater than just to be online. We need to connect the personalized service that our customers value so highly with the opportunities of the Internet. To this end, we are following three guiding principles: Customizable: We use differentiated offerings and combine our online presence with on-location advising in order to provide the best possible solution for each individual customer. Anytime, anywhere: We are represented on all relevant channels and are therefore always reachable for our customers’ needs and concerns. Easy and intuitive: Our processes enable fast, simple interaction. Communication is transparent and easy to understand. With our award-winning customer portal, “Meine Allianz,” and our new web presence at www.allianz.de, we laid the foundation for modern digital communication with our customers in 2014. This last autumn we launched “MeinAuto,” the first comprehensive online offering under the Allianz brand. As you will see, the Allianz of the 21st century is digital and customercentric. And being customer-centric will remain the cornerstone of our strategy in the future – and our guarantee for success. Member of the Board of Management, Allianz Deutschland AG — Market Management www.allianzdeutschland.de/kundenbericht Bernd Heinemann In focus: Digital Allianz ••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 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Our lives in the digital age – a photo spread. 2014 014 Emperor, not just king How the Internet is changing the relationship between customers and businesses – an essay. 018 Commuters between two worlds Four Allianz customers tell why they want to purchase insurance: from digital to personal. 020 “You really need to be courageous” Dialogue between Susanne Hofmann, cheesemonger, and Bernd Heinemann, Member of the Allianz Board of Management. 027 E very customer connects digitally to Allianz 003 006 118 Improved and innovative applications make our customers’ lives easier. 029 Our hacker at work Allianz’s Chief Information Security Officer – a profile. Editorial Order this publication as a hard copy online or as a PDF Masthead 042 Papers upon papers Insurance documents and their importance for customers. 044 Company pension plan? Now’s the time! 050 Feedback day with the Protzek family Allianz agents are rated in detail by their customers. 054 Expert advice has its value – and price Why Allianz retains commission-based advisory services: an editorial by Joachim Müller, member of the Allianz Board of Management. A guest editorial by Thomas Dommermuth, cofounder of the Institute for Pension and Financial Planning. 056 When things get tricky ... 046 Life insurance – has everything changed? 060 So nothing goes awry ... Allianz has specialists on hand – for customers and representatives. How the Allianz Service Program helps us to live out our customer focus in everyday life. Five things you should know about the Life Insurance Reform Act. 072 What’s happening when and what it means The A anz n a ve o p ocess anspa ency 074 In your interest How A anz hand es aud and p o ec s s cus ome s n he p ocess 078 “I don’t like to miss out on things” This is how you rated us How Allianz has improved and updated its products in the general, life and health insurance portfolios. We’re there when you need us 036 What’s new In dialogue with you Allianz products and what they mean to you Ch. 1 He p o acc den v c ms on he way back o no ma cy 082 More customer focus less complexity S onge ocus on you needs ou p ocesses n he u u e 062 “We want to simplify” An interview with Andree Moschner, member of the Allianz Board of Management. 067 Your complaints – our incentive Ch. 2 035 — 048 Ch. 3 049 — 070 You help us get a little bit better every day. Ch 4 — Ch 5 — 086 087 088 094 098 109 114 116 Allianz Germany in figures Our goal: to delight our customers Systematic customer focus Evaluation and rating by the customers Background information and details Complaints report Sources and comments Assurance opinion Mine – just the way I like it My product made by a 3-D printer! The 3-D printer is a symbol of one specific thing here: people’s desire for a customized product. The shoe or suitcase is made the way that I, and I alone, like it. As a customer in the digital era, I can customize products to suit my needs and tastes. Everything is online – anytime, anywhere We’re the world champions! And the whole world watched and liked, faved and tweeted. A picture that goes around the world of a picture that goes around the world: German national team players Lukas Podolski and Bastian Schweinsteiger have just beaten Argentina in the World Cup final to earn that fourth star on their chests: World Champions! The selfie of their jubilation goes around the world – as does the photo of them taking their selfie. That is also symptomatic of the Internet: everything anytime, anywhere. 021 “You really need to be courageous” SUSIE KNOLL DANIEL A SCHOFF aND MARIO VIGL Susanne Hofmann & Bernd Heinemann Customer experts share insights Susanne Hof mann, owner of the Töl zer cheese shop, and Ber nd Heinemann, Member of the Board of Management, A llianz Deut schland AG, Market Management. How many different types of cheese do you actually have? A good 150, I’d say. Here in the shop? No. I don’t have that much room in my shop. I constantly rotate what I offer there. How important is this diversity to you? There are 300 basic types and up to 10,000 recipe variations. Everyone is unique, so everyone has their own cheese. Insurance really isn’t all that different. But first people need to articulate what they want. I think it’s a bit easier with cheese. Not necessarily. Someone comes in and says: I’d like some cheese. Then the art of selling comes into play, finding the right thing for them. It’s the same with us. People come in and say: “I have a new car, I need to insure it.” Fast customers give you three or four pieces of information and say: “Put something together!” You really need to be courageous there. We have that type, too. You have to put together a package for those customers and sell it as a whole, saying: “This is it!” Then there are others who want to know everything, and understand precisely: what about this, or that? They want insurance personally put together to meet their specific needs – a bit like one fills a shopping basket. Some also want to be entertained, to hear nice anecdotes and funny stories – something to laugh about. I think it’s funny that you have real consultations to find out what kind of cheese the customer needs. That’s exactly what we try www.allianzdeutschland.de/kundenbericht The editorial team for the Allianz customer magazine 1890, in dialogue with: Ch. 1 Im Focus: Digital Allianz What could a cheese shop possibly have in common with an insurance company? More than you might think, as cheesemonger Susanne Hofmann and Member of the Allianz Board of Management Bernd Heinemann discovered when they met at Munich's Viktualienmarkt. For example: finding the right digital strategy. 023 022 Ch. 1 In focus: Digital Allianz Question 1 Allianz: Result for the customer 2014 Couldn’t you do a type of “tasting” for insurance, too? Question 2 What is the most important success factor from your perspective? to do, too. Although you have to admit that people prefer buying cheese over insurance. That’s our dilemma. We put packages together for customers who don’t like to shop – a bottle of wine and five suitable cheese pairings. The customers are thankful, they don’t have to think about which wine would harmonize with the cheese, or worry about the quantities, either. We also offer packages online because many don’t want to look at all the details. We tend to delve into the specifics in the personal consultation. But people can also buy individual cheeses on your website, right? Of course. Do you have many who inform themselves first online, then show up in the shop? More the other way around. Many have been in the shop and then say: “I’m going to buy that online.” I’ll try one now. Maybe that one? You're starting with a goat's cheese. A charolais. That’s tough to find here, at least the original. It’s quite tricky for us: people can’t try out their own misfortune. Insurance is great when you have a claim, but even thinking about what could go wrong is no fun. You could also say how fantastic it is: how great life can be. Exactly. We need to get away from just saying that we insure accidents and specific threats, and instead communicate that we are “The Enabler.” Why? Because: people who are well insured can try more things in life, run personal and to some extent financial risks – and also achieve more. That’s the positive side. For us, positioning is absolutely key, both physical as well as digital – meaning our position in the market and online. When people Google “cheese Munich,” you must come in right at the top. I’m even more ambitious! I want to just enter “cheese” and be at the top! We host a lot of entertaining and informative tasting sessions. We introduce 18 cheese varieties and several wines – it's two and half hours long. Really? At these sessions, I can talk about everything I know. Most people have never heard anything quite like it. And many come back, don’t they? Yes, of course, many are regular customers. That’s difficult with insurance, because people only need a certain number of policies. Cheese is eaten at some point. It’s a real advantage that your customers keep coming back. Then, when you do something wrong, you can make up for it. With us, making a mistake once often ends the customer relationship. Insurance is too important for that. Well, they inform themselves there. With that first conversation, you have to start with more than just basic knowledge. Next: they Google the price. Once in a while a customer storms in and bellows: “What does parmesan cost here?” Then I say: “That’s the wrong question! There are 509 producers. You need to ask: how does the parmesan taste here?” Does that answer work with everyone? You have a 5050 chance. You have to tell some: “You can find what you’re looking for elsewhere.” We have two brands. We have “Allianz,” and we have “AllSecur.” The people who holler: “What’s the price?” – they’re more likely with “AllSecur.” You can’t Question 3 How do you strengthen the relationship with your customers? ON LOCATION AND DIGITAL: THE CHEESE SHOP Facts Facts about Tölzer Cheese Shop Question 4 You mentioned before that many customers come from the Internet these days. What is changing? The Tölzer Cheese Shop has been selling handmade cheeses since 1972. The chemistr y has to be right Just like the “snif f test” on cheese being tasted. The shop offers 150 varieties from all over Europe, all without chemical additives or genetically modified ingredients. Cheese is sold in four shops including one at Munich’s Viktualienmarkt – and online. The business also has a presence on Facebook. w w w.toel zer-kasladen.de Facts Well tasted is half way sold For cheesemonger Hof mann, tast ings are an impor tant par t of business. Customer focus in person “Being f r iendly to c ustomers doesn’t hur t either…” 027 026 So are there actually more similarities between the Tölzer Cheese Shop and Allianz than you thought – or fewer? I believe people apply the experiences they have as a private consumer to everything else. That’s why I see a lot of Julia Tschochner Intuitive service tailored to your personal needs: our improved website and many new online services. Products for ever y need ... ... are something a cheese shop needs just as much as an insurance company. Ch. 1 In focus: Digital Allianz commonalities. Structuring customers by different needs into different channels for service, the question of how far you can stretch a brand: when you think of that in a market-driven and customercentric way, then we can find several similarities between the two of us. You need to think radically from the customer’s point of view – that’s where you’ll find new business models. We both sell something, and there begins our common ground. Someone who can sell cheese can also sell insurance – and vice versa. On the other hand, we always need to focus on new wants and needs the customer might have. And that’s perhaps more difficult for us than for you. That’s really difficult, you have to keep the ball rolling every day. I think it’s nice that some customers take the time to write a thank you note. I have a binder just for those letters. Were you satisfied today? You now have one more customer. I’d be happy to give you that in writing. From conventional company website to customer and service portal Shoes, furniture, and insurance, too: one can buy just about anything online. Consumers have gotten used to that idea and they expect fast, flexible service. Allianz addressed precisely these needs when it reorganized its company website www.allianz.de, enabling customers to get information about Allianz products more quickly and easily. One can intuitively navigate through the website, which is also optimized for tablets. For example, when customers click on automobile insurance, they obtain essential data and information at a single glance. The insurance calculator helps them to find out what the approximate cost for a given product will be. Once they have made a decision, it takes just a few more clicks until the online purchase is complete. If customers have questions, they can get telephone assistance at any time, or they can also call a specific agent. Agents have their profiles readily visible on the homepage. This way, customers can decide whether they want to work with an agent. One can also opt to get personalized advice first, then go online to calculate a price, or take out an insurance policy directly. w w w.allianz.de Allianz Deutschland’s new company website With the new allianz.de, we created a modern information and service platform for our customers. Personal: customers can choose when and how they wish to involve their agents. Online service made easy So that keeping insurance documents together is as easy as obtaining a policy, we created the “Meine Allianz” customer portal. Once registered on allianz.de or at their respective agency, customers can view all policies in their online insurance folder and can access all the information details and “Meine Allianz” is a Computerbild test winner among insurance websites. Range of service, user-friendly design, and security received especially high scores. www.allianzdeutschland.de/kundenbericht Ch. 1 In focus: Digital Allianz Allianz: Result for the customer 2014 Question 8 Really? I took a course on social media and got started with it, but don’t have much time for it so I’m looking for someone to take it over. We have around 8,400 agents, and about one quarter of them are active on Facebook. Some are very active. They often have a specialty area, such as equine insurance. So a great number of horse lovers gather in their Facebook group. The Internet offers the advantage of exposure, and being able to prove oneself much faster. The disadvantage is that you can also be shot down much faster. Then customers move on to the next one. Just with your gut instinct: how would you describe your product concept? It’s much more than what we traditionally thought of, much more than just an insurance concept, but… One word! You want one word? Yes, one word. Then I would still say: security. No, more emotional! How about “feeling good?” Feeling good sounds positive. But for me personally, insurance means freedom, too. Because I can’t take as many risks without insurance. I might not travel abroad, because if I got sick I mightn’t receive treatment there. In that respect, it is freedom. Being willing to take risks sometimes means relaxing, letting go. People who are afraid of breaking a leg while skiing are so stiff when they ski that they fall over the smallest bump. Every customer connects digitally to Allianz 029 028 Loyalty pays off: customers benefit when they sign up for the Allianz Advantage Program, which now includes the new “Ticketwelt” feature. Complete over view Stephan Gerhager always br ings his work stat ion where ver he goes. Customers can quickly and easily get answers to their questions – either via the Service tab at allianz.de or the “Allianz hilft” portal. Enno Kapitza ht tp://for um.allianz.de At “Allianz hilf t,” you can file claims or get a wide range of questions cleared up in real time. Digital handling at the agent’s office Among Allianz agents, 99 percent of them have their own homepage, and many are also on Facebook. As a result, a large number of customers are already digitally connected to their agents for quick access. Those who prefer to see their agents in person will be able to do so interactively in the future via video. Customers will simply need to contact their agent, who will then launch a video meeting. Our hacker at work Personal, but still digital: whether contacted via the homepage, Facebook, or interactively – Allianz agents are as easily reachable online as by phone. Katharina Fuhrin Security officers like Stephan Gerhager help Allianz protect sensitive customer data from cyber-attacks. In that capacity, they do more than fiddle with firewalls. Stephan Gerhager is known to look over people’s shoulders from time to time. He also does it when he sits with his daughter at the hospital. People who openly work on a computer are always a reason for him to shoot a quick glance on their monitor. Gerhager is repeatedly fascinated by what is so readily visible, including: tables marked “confidential” of a corporate consulting meeting, log-in data of a company portal and device serial numbers of a large-scale technology company. In the case of the hospital’s computer, he is seeing patient data. “This is stuff you could cause a lot of trouble with. Why are people so careless with it?” Gerhager opens a battered leather laptop case that resembles a book and contains his notebook computer. The protective cover no longer serves as a decoy, and he adds, Ch. 1 In focus: Digital Allianz ht tp://meine.allianz.de The customer portal on which you can manage all of your Allianz policies. Making customer service a positive experience When it comes to questions about insurance, there are many ways to get an answer. Customers can use the Service and Contact Center at allianz.de. This webpage compiles the most frequently asked-about issues, and one can quickly find the right contact person or document needed for a given situation. Customers can also go the “Allianz hilft” portal, where one enters a query into a text box and posts it, Facebook-style, in real time for everyone to see. The first reply lets the customer know how the query is being handled and what information employees need to answer it. The start page also shows what the wait time, which is updated by the minute, will be until an initial response is received. The portal is available as a mobile website and as a tablet/ Things have to move quickly in claim situations, too. desktop variant. Customers who call in their property losses can have the claim number and phone number of the assigned department sent via text message. In the near future, customers will also be sent a confirmation of receipt for submitted documents. Allianz: Result for the customer 2014 Complete overview: whether in regards to policies, pension plan calculators, or the status of submitted payments, “Meine Allianz” offers a variety of digital services. www.allianzdeutschland.de/kundenbericht Ch. 1 In focus: Digital Allianz archive functions. In addition, they can benefit from applications such as the hazardous weather warning service or the retirement pension calculator, which lets customers calculate whether they can maintain their present standard of living once they are of retirement age. Allianz policies already have default values entered, so that one only has to enter one’s statutory coverage. The program then calculates the individual coverage gap and offers various alternatives to close it. Customers with private health insurance coverage provided by Allianz can obtain the processing status of their submitted receipts at any time. They can also request to receive status reports via text message or email, and they can view their statements in “Meine Allianz”. The “Allianz Rechnungen” billing app lets them submit all doctors’ bills and prescriptions via a smartphone. Just take a picture of the receipts with the app, send the photos to Allianz, and that’s it. If the invoices have barcodes printed on them, one can simply scan them. Once the information has been successfully sent, policy holders receive confirmation via text message. Furthermore, “Meine Allianz” customers can sign up for the Advantage Program and enjoy loyalty reward perks, including annual gifts, purchasing advantages from partners such as Zalando and Saturn, and the chance to win unique prizes. A new feature of the Advantage Program is the “Allianz Ticketwelt”. As an insurer and partner of art and sporting events, Allianz is able to provide customers with access to tickets. As a result, they can purchase exclusive admission tickets for highly sought-after events via “Ticketwelt”. 033 032 The new customer portal is also protected against improper use The “Meine Allianz” customer portal functions much as the “virtual client” does. In the course of digitalization, new challenges emerged in regard to customer communications. Now customers will be able to log in to the portal with a user name, password and, as an additional option, soon also with a PIN sent via a text message. The customer portal not only stores their insurance folders in a digital format, it also contains messages about policy information or changes. Customers receive notifications via email only when something is placed into this mailbox. Facts 94% of the companies exposed to cyber-crime were attacked from outside the company. (Source: Kaspersk y Lab) 200,000 new harmful programs per day are disseminated by hackers. (Source: Kaspersk y Lab) Allianz was one of the biggest users of “virtual client computing” in 2013. It enables one to work on remote systems from a local computer, without having to store the data locally. (Source: Stephan Gerhager) � 42.6 m in damages were allegedly caused by cyber-criminals in Germany in 2013 according to the country’s Federal Criminal Agency (BKA). (Source: BK A) Ch. 1 In focus: Digital Allianz An attack on RSA Security in 2011 occurred in a similar manner. The company develops random generators in the form of encryption carriers. Using the codes of these “tokens,” users must also identify themselves by means of a password if they want to log in to certain systems. That’s how it works at companies and institutions around the world – including at Allianz. To access the underlying algorithm, hackers sent an email to RSA, indicating that they were the company’s external personnel service provider. The attachment contained spying software that would be able to penetrate the company’s system unnoticed. “The attackers then figured out fairly quickly how the codes are generated,” explains Gerhager. “With that knowledge, they were able to get into other companies who use this technology – and that’s probably how they hacked the Lockheed Martin defense technology company.” Allianz has since replaced the problematic RSA tokens, thus closing down one security gap. Updating system software is part of good data-hygiene practice, too. Gerhager sits in the Allianz cafeteria with his notebook open and pulls up company information. His private MacBook, instead of the office computer, has now become his work computer. The principle behind that move is “virtual client computing,” which Gerhager compares to a beehive. “In Allianz’s data center, every employee has his honeycomb that they can reproduce on any device and then process. His workstation exists only in a virtual realm – for that, he always has access to anything.” This comes in handy for people like Gerhager who spend part of the week working away from the office. Sensitive customer data never leaves the secure defensive perimeter of Allianz’s system; only the monitor image is transferred to the respective computer. In addition, and based on the “need to know” principle, employees only have access to the data that they really need. In the o perating mode, memory interfaces are blocked so that employees cannot download data. Furthermore, it is no longer necessary to perform maintenance on 30,000 computers; employees use mini-computers in their offices – or even their private computers, if “Hypothetically, the only desired. disadvantage is availability,” says Gerhager. However, should the Allianz data center ever really crash, there are still backups in emergency data centers to which computers would automatically be routed. Facts As a precautionary measure, customers are asked before changes are made Should a hacker – in a purely hypothetical case and despite all security measures – be able to log in to “Meine Allianz” instead of the user, preventive measures are initiated. “In this case, we ask ourselves: what would this person be up to? For example, if he changes the beneficiaries of a life insurance policy, a letter is automatically sent to the customer.” In fact, customers are notified when any sensitive data is changed. “Customers thus have an opportunity to respond if they notice something odd.” Sending a verification query to the customer serves as a sort of www.allianzdeutschland.de/kundenbericht Ch. 1 Allianz: Result for the customer 2014 In focus: Digital Allianz Mobile in ever y way Gerhager is rarely found behind his desk . Physical and digital updates are part of good data-hygiene practices 034 Allianz: Result for the customer 2014 additional safety net. Gerhager himself has tinkered with “Meine Allianz” quite a bit; even as a department head, he wants and needs to lend a hand in identifying and correcting potential security loopholes. “Every now and then, I’ll indulge myself because it’s actually a lot of fun. Even when I’m at home surfing the Web and I see a poorly programmed website, I like finding out where the flaws are.” The really good IT security people are like kids in a playground, says Gerhager – 035 — 048 035 Allianz products and what they mean to you Looking for flaws W hen looking at poorly programmed websites, Gerhager is keen to f ind their f laws. and that would pertain to him as well. With his dark, slightly spiked hair, he comes across as youthful. He still has the build of a pro basketball player after his active years, and he likes to ride a skateboard with his daughters in his spare time. Gerhager doesn’t really fit the image of what one expects an IT and security expert to look like. “I’ve got some oddballs on my team,” he says with a chuckle. “They’re creative people who can think outside the box – and Germany could use more people like Finding new employees is this.” extremely difficult, but his involvement at the university level helps. To stay at the cutting edge of research, Gerhager meets regularly with colleagues from other DAX-listed companies, as well as with students from the University of Applied Sciences in Munich, Ingolstadt and Landshut. That’s where Gerhager studied information technology and along with his fellow students gave the system administrator a hard time. For example, on one occasion, the administrator dismissed comments made by Gerhager and his buddies about the lack of IT security as mere nonsense. Thereupon, they dug the administrator’s passport out of the system and posted it on the notice board. He changed it, they posted it again – a humorous case of ambitious, student-led one-upmanship. The incident never hurt Gerhager’s scientific career. To date, he and internationally known security experts research data-protection projects, subsequently providing students with cases that come straight out of the real world of business. “IT security will gain significance in more and more areas in the future, such as in ‘connected driving,’” emphasizes Gerhager. He wants to get involved in this newly emerging field and study the possible risks created by connected cars of the future. According to the plan, he and designated students want to simulate hacker attacks on airbags and driver-assistance systems. It takes repeated attacks on a system to find out its weak points – and that’s something best done by oneself. 036 What’s new How Allianz has improved and updated its products in the general, life and health insurance portfolios. 042 Papers upon papers Ch. 2 Insurance documents and their importance for customers. 044 Company pension plan? Now’s the time! Guest editorial by Thomas Dommermuth, cofounder of the Institute for Pension and Financial Planning. 046 Life insurance – has everything changed? Five things you should know about the Life Insurance Reform Act. 048 Infographics More facts and figures on data securit y at w w w.allianzdeut schland.de/ kundenbericht/hacker-vom-dienst Angelika Eckert-Rippin Ch. 2 Allianz introduced or changed these products in the auto, disability and health insurance portfolios in 2014 to benefit our customers. Allianz products and what they mean to you Mein Auto digital+ auto insurance What’s new? An auto insurance policy that I can purchase either online or from an Allianz agent? One that I can manage myself, but with an agent available as a contact if something should happen? That now exists. Customers who want to take advantage of the favorable conditions in MeinAuto digital+ need Internet access and must agree to manage their own contract through the Meine Allianz customer portal. They can still rely on contact to the agent – if they wish. The coverage benefits in the MeinAuto digital+ auto liability insurance are comparable with other basic policies, with a total insurance amount of €100 million, with a maximum of €12 million for personal damages. The policy also provides coverage for Germany’s environmental damage law. If environmental damage occurs – for example, if motor oil leaks into a waterway – the policy covers the cleanup costs. Benefits for partial coverage insurance also correspond to basic policy coverage. And, like every other Allianz auto policy, the MeinAuto digital+ policy takes into account the individual customer’s personal situation and risk level when determining the price. Allianz: Result for the customer 2014 How do you benefit? Fully digital Customer s can purchase the ne w auto polic y with or without an A llianz agent. MeinAuto digital+ from Allianz is inexpensive, can be purchased online from home and – if you wish – with the help of an agent. Just enter the vehicle data and click to calculate the price for the insurance policy. Inform yourself first online and then set up the policy with an agent? Or consult with an agent first The advantages of expert consultation combined with direct, digital communication and then purchase the policy online? Both are possible. Anyone who wants direct access to their insurance contract and still wants an actual contact person is in the right place. Customers have convenient, direct access to all services from their tablet or PC at home through the Meine Allianz customer portal 24 hours a day, 7 days a week. They can access all their insurance data and contracts and make changes. If they have questions, they can contact their agent anytime. Using the Meine Allianz portal is a prerequisite for purchasing the new MeinAuto digital+ policy. If customers would still like the support of the agent – for example, if they have a claim – they can contact the agent online, by phone or in person and start the claim settlement process – as long as they did not reject this option when setting up the policy. Because customers should decide for themselves how they would like to be in touch with their insurance company. This way, Allianz is uniting the advantages of expert personal consultation with an agent with the advantages of fast, direct communication in the digital world – all to the benefit of the customer. What else is important? Like every Allianz auto policy, customers can expand the spectrum of benefits with the MeinAuto digital+ policy: coverage for damages outside the country and the AutoPlus auto protection can be added to the vehicle liability insurance. The WerkstattDirekt supplemental module can be added to the comprehensive and partial comprehensive insurance, too. If customers have their vehicle repaired at an Allianz partner workshop, they receive a discount on their insurance as well as additional benefits, such as a courtesy car. www.allianzdeutschland.de/kundenbericht Thomas Kuhlenbeck 1 Ch. 2 Allianz products and what they mean to you 037 036 What’s new 039 038 Ch. 2 Allianz products and what they mean to you What's new? Occupational disability insurance with Allianz can now be supplemented with the long-term care module. This gives younger people the opportunity to think of the future and set up a cost-effective nursing care insurance policy. Supplemental long-term care is separated into two elements: first, a supplementary pension is covered for the entire duration of the occupational disability insurance. If a customer develops a disability during this time – permanent or temporary – and requires nursing care, Allianz pays a long-term care pension in addition to the disability pension. The customer receives this long-term care pension as long as they need nursing care – lifelong if necessary. If the occupational disability insurance expires, the second element of the supplementary module comes into play. At the customer’s request the supplementary long-term care insurance can be converted into a long-term care insurance policy with lifelong insurance protection using a care add-on option. Customers can insure an increased risk for long-term care needs – without undergoing another risk assessment. Allianz: Result for the customer 2014 How do you benefit? What happens if you suddenly need to rely on others to care for you? That’s unpleasant for anyone to imagine. Yet we can’t banish the topic of nursing care to old age. An accident, an unexpected illness – needing to rely on outside help can happen very quickly, sometimes Insure occupational disability and plan for long-term care needs only temporarily. Now you can combine insurance for this scenario with occupational disability insurance – an insurance that is taken for granted by many. Not being able to practice their profession someday is a nightmare for most people. How will they manage without an income? For one out of five Germans, this nightmare will become a reality. Occupational disability insurance can mitigate the financial consequences and is therefore an important component in a personal insurance package. Now this insurance can be supplemented with the longterm care module – an add-on policy with foresight. This product combination – combined with Allianz’s permanent premium calculation and customer-friendly benefit processing – ensures optimal coverage. What else is important? Benefits for sick leave are always covered in the Occupational Disability Plus insurance concept. What does that mean? Not every illness ends in occupational disability, but it can stretch over a longer period of time. Customers now receive benefits in the amount of the occupational disability pension if the sick leave is medically certified for at least six months. The policy remains in force during this time – without the customer having to pay premiums. This gives customers financial support right away in a difficult situation. The occupational disability review starts at the same time. If the disability is confirmed, Allianz continues paying the benefits as an occupational disability pension. If it is not confirmed, sick leave benefits will be paid for up to 18 months – as long as the medical sick-leave certification remains in place. For long-term care needs The occ upat ional disabilit y insurance f rom A llianz can now be supplemented with the long-ter m care module. Ch. 2 Allianz products and what they mean to you Occupat ional Disabilit y Plus www.allianzdeutschland.de/kundenbericht 2 041 040 Ch. 2 Allianz: Result for the customer 2014 Allianz products and what they mean to you What’s new? Who doesn’t want to enjoy the fruits of their labor and the good things in life when they retire? Go on a world tour, for example – that vacation you never had time for when working? By adding a supplemental plan for guaranteed premium relief for seniors, Allianz Private Health Insurance (APKV) customers can plan for senior healthcare now and create financial leeway for later on. Paying a higher premium now ensures a lower premium after age 65 – lifelong, guaranteed. Previously customers could only pay through ongoing premiums, but now they have the option of a one-time payment to finance guaranteed premium relief as a senior citizen – an option after inheriting, for example. Premium reimbursements can also be used as a one-time payment: instead of having the amount paid out, it can be put toward reducing the premium later in life. People who do not use health insurance benefits for several years can significantly reduce their premiums as senior citizens. Why? Because each of these instances reduces the future insurance premium yet again. How do you benefit? Statistically speaking, not only are we all living longer – we are staying healthier in advanced age. What else is important? Flexible options now for guaranteed lower premiums in later years In addition to the individual provision by adding a guaranteed premium relief policy for later years, customers benefit from the premium stability and financial power of the APKV. Over the last 10 years, the APKV has been below the market average with moderate premium adjustments. The principle in private health insurance: a large portion of premiums are saved in the beginning in order to finance the greater benefit usage later in life. Therefore, in addition to careful calculation, it is important to invest funds safely and profitably for long-term premium growth. Short-term success is not the goal, but rather an above-average net return over the long term. Allianz scores high here as well. Independent experts confirm the quality of the Allianz private health insurance. The Assekurata rating agency gives the APKV an A+ grade (very good), and respected analyst firm Morgen & Morgen awarded five out of five stars, signifying excellence. www.allianzdeutschland.de/kundenbericht But we can only realize our lifelong dreams later in life if we have the desired financial leeway. We offer a number of different payment options to noticeably reduce insurance premiums with flexibility later in life – options that assist with planning and provide great security. The payments for guaranteed premium relief – either ongoing or a one-time payment – also reduce the insured person’s tax burden. Health insurance – premium relief for senior cit izens Ch. 2 Allianz products and what they mean to you 3 Reduce premiums in later years by adding a guaranteed premium relief plan. 045 Prof. Dr. Thomas Dommermuth Why the company pension plan deserves more respect. And why everyone should take advantage of it. The growth of company pension plans (CPPs) and private pension plans (PPPs) in Germany is paradoxical. Since everyone knows that social security pensions won’t be sufficient, we should be seeing record numbers of CPPs and PPPs being set up, yet this has failed to materialize. Riester and Rürup pensions are stagnating and trust in CPPs is also threatening to wane. Several television programs have criticized company pension plans: Die Tageszeitung even recently called them “a scandal.” But it does no one any good when the media only talks about the few airplanes that crash – especially since most of these reports contain grave errors. Among the three pillars of retirement pensions in Germany, CPPs come in third place with 10.1 percent.* Social security pensions take first place with 75 percent and private pension plans rank second at 14.9 percent. CPPs should be in second place if we are to hope to close the substantial pension gap of the future. After all, it enables group contracts with rebates, employer contributions, significant government support and benefits with or without simplified health examinations. Furthermore, it is bound in a tight regulatory network to protect participating employees: The employer is liable for the promised benefits from the retirement pension; there is legal bankruptcy protection and ongoing pensions must be adjusted for cost-of-living changes. Moreover, the laws governing CPPs are considered very worker friendly –after all, CPPs are negotiated in many collective bargaining agreements. This all builds trust. Reliable calculations prove that CPPs are appreciably better than comparable private pension plans and usually achieve high returns. Internationally, especially in the UK and USA, company-based opt-out models * Of the total benef it s for the year 2013 amount ing to € 350.9 billion, € 263.2 billion went to stat utor y soc ial sec ur it y, € 52.3 billion went to pr ivate pension plans and € 35.4 billion to company pension plans (see aba and own calc ulat ions). Thomas Dommermuth is a tax accountant and professor at Universit y of Applied Sciences Amberg/ Weiden, specializing in taxes and finance. In addition, he is the founder, shareholder and chairman of the expert advisor y board of the Institute for Pensions and Financial Planning. ** Including gover nment suppor t, rebates, etc. *** Sur ve y by T NS Inf ratest Soz ialfor schung f rom December 2012. Ch. 2 Allianz products and what they mean to you Company pension plan? Now’s the time! limits. Eliminating the social security burden by getting rid of the savings on health and long-term care insurance contributions during the employment phase seems like a better approach. So it’s no wonder that 50 percent of workers still don’t have a CPP. The retail and construction industries as well as independent professionals (medical practices, attorney and accounting firms) need to catch up with company pension plans. Surveys show that a qualified consultation could help businesses catch up quickly. After all, the CPP is superior to private pension plans for almost all employees, including shareholders and managing directors. What’s more, employers also benefit from CPPs, and not just through savings on social security contributions. The “war for talent” that accompanies demographic change will make attractive compensation systems more important than ever. In the opinion of employees and employers, the CPP comprises a key building block here (CPP study, FTD 2011). For that reason, 75 percent of companies surveyed by KPMG in 2010 anticipate greater importance for CPPs in the future. For that reason, we need to get CPPs into shape today. In addition to eliminating the above-mentioned barriers, we need to make switching employers easier and eliminate the link to statutory insurance. Opt-out models should also be discussed. The government is currently not addressing this issue. Instead, the Federal Ministry of Labor and Social Affairs is unveiling visions for a new, parallel CPP universe without tackling the challenges facing the tried-and-tested CPP world established 40+ years ago. The bill proposed in October 2014 draws on shared CPP institutions between parties to collective bargaining agreements in the form of pension funds and defines a pure contribution commitment only for these. In this respect, it enables the employer to avoid any liability, and therefore heavily distorts competition. Ultimately, reason, justice and a sense for the truly necessary reforms will surely win out. www.allianzdeutschland.de/kundenbericht 044 Ch. 2 Allianz: Result for the customer 2014 Allianz products and what they mean to you Guest editorial have been successful. These are constructs in which a portion of the worker’s wages are automatically converted into a CPP unless the employee rejects this plan. The German government is also considering introducing such plans. However, there is need for improvement: Unlike employees who earn higher wages, low-earning workers who pay little or no taxes can save very little. Although CPPs achieve significant savings on social security, if contributions to statutory social security (KVdR) later in life exceed €141.75 per month, these largely consume the amount that can be saved in the CPP. In addition, the deferred compensation leads to a smaller statutory pension because this reduces personal earning points for incomes below the income threshold (fixed-income pensions). Just so there’s no misunderstanding: CPPs achieve excellent actual yields** due to the many positive points listed above, despite the current legal situation. By contrast, a private product must yield returns of significantly more than five percent to even compete. Nevertheless, “no demand from employees” is the most common reason (69%) cited by companies that do not offer CPPs for not introducing a company pension plan,*** despite the fact that employees have had a right to deferred compensation since 2001. How can weak points be eliminated? The burden caused by statutory social security must be eradicated. For example, employers could be obligated to pass on to workers their savings from social security contributions gained through the CPP during the worker’s employment phase: It seems unfair that future retirees must bear the full burden although they only receive half the savings on social security contributions. However, the administrative effort for this would be substantial since once the income threshold is exceeded, the statutory health insurance and higher income threshold of the statutory social security would have to be differentiated and the measure would stretch employer-financed CPPs to their 051 050 Assessing the repor t W ith her family gathered around, Mar ion P rot zek e valuates the 2014 Customer Sat isfact ion Repor t. The agenc y’s dog is not interested. Feedback day with the Protzek family Cedric Arnaud People who are worried about customer feedback are doing something wrong. Uwe Protzek What product is a good fit for my current life situation? What are its advantages and disadvantages? How will my agent help me if there is a claim? These are all questions that good advice can answer. Whether we always meet our customers’ expectations is something we have been testing for years by means of “mystery shopping” and customer surveys. Mystery shopping involves sending test customers with a clearly specified audit task to agencies to seek advice. About 800 of such test purchases occurred in 2014, broken down by various subject matter areas, such as pension plans or property insurance, for example. Our agencies consider this feedback tool, which has proven itself over many years, to be very helpful. In addition, the Customer Satisfaction Report, first instituted last year, now provides a more comprehensive report card that is graded by our own customers. In 2014, approximately 1,800 agencies received the report. It consists of anonymously evaluated results, which rate, for example, advice meetings in regard to the agent’s competency, transparency and commitment. It is a lot of work, but it is worth it – for Allianz and for the customers. Marion Protzek, an Allianz general agent in Rosenheim, says, “For us, this report is like an end-of-the-year report card, and no one likes bad grades.” A comparison with other agencies serves as an incentive The reports’ results are confidential and only the agency owners have access to the details. Sales managers receive consolidated reports for their region. However, Protzek does say, “We are satisfied with our evaluation. But that’s not any reason to rest on our lauProtzek is from Bavaria rels.” and has been working for Allianz for 28 years; since 2007, she, her husband Uwe and son Florian have been running a flourishing agency together. What is the secret to their success? The Protzeks have dedicated themselves to focusing on the customer from the very first day onward – not just since the Customer Satisfaction Report was instituted in the fall of 2013. “This new tool provides meaningful scores and enables us to compare ourselves against other agencies in the region. That serves as an incentive for us and it also increases our readiness to make changes,” explains Protzek. The competition in the Rosenheim district is tough. There are 87 Allianz agencies servicing about 170,000 customers between Holzkirchen and Berchtesgaden. Some agencies are having the Customer Satisfaction Report generated right now. “That’s just the start,” reports branch manager Carsten Staat. “We’re hoping that ideally all of our agencies can take a look at themselves with this tool over the next few years. Not Ch. 3 In dialogue with you Ch. 3 Allianz: Result for the customer 2014 In dialogue with you Marion Protzek, along with her husband, Uwe, and son Florian, heads one of Allianz’s general insurance agencies in Rosenheim. How satisfied are their customers really? An anonymous survey reveals strengths and weaknesses. www.allianzdeutschland.de/kundenbericht Enno Kapitza 055 Expert advice has its value – and price Joachim Müller Chairman of the Board of Management of Allianz Beratungs- und Vertriebs-AG Allianz: Result for the customer 2014 Why Allianz is sticking with commission-based advisory services – despite some questions and criticism. The commission represents only part of the cost Regular contact with customers is important to us. Why? Because good, expert advising has its own special value, particularly in the Internet age, where all information is supposedly available anytime for anyone. Allianz also trains its agents especially thoroughly for this service. Our goal is to offer every customer individualized solutions based on their needs and their current living situation. Naturally, like any other service, this needs to be compensated. Hence the commission. However, it represents only part of the costs generated when an insurance policy is set up. Other costs include application processing, issuing the policy and the administrative effort. We have accounted with transparency for the total costs of life insurance for years – in absolute numbers and in the form of the annual reduction in yield for better comparability with other products. Is fee-based consultation really justified? We have no fundamental reservations against fee-based consultation as an additional offering. It is important to us that customers can decide what kind of advisory service they want. And every customer in Germany already has this choice. However, very few choose fee-based consultation. One current survey even found that three quarters of those surveyed would reject a fee-based consulta- Fair consultation for every need and every budget Commission-based consultation as we provide it at Allianz Germany guarantees consumers of every income class fair, expert advising that is based on their needs – when setting up the policy and later on down the road. And, above all, they also receive support from their agent when it really counts, when they have a claim – without having to pay extra for it. www.allianzdeutschland.de/kundenbericht Ch. 3 In dialogue with you Guest Editorial Occasionally, we and our agents are asked questions about commissions by customers, consumer advocates and politicians that go something like this: exactly how big is the commission that agents earn for selling an insurance policy? Why can’t I find out the exact amount of the commission? Is the agent really offering me the best insurance for my lifestyle, needs and situation – or just the policy that pays him the highest commission? Am I not better off with a fee-based consultation where no commission is involved? I consider these questions completely justified and understandable. Especially when interest rates are low, customers naturally pay attention to the costs for insurance policies, savings plans and other contracts. The demand for maximum transparency with these costs is equally justified: we fortunately live in an era of growing openness, and, thanks to the Internet, consumers are able to compare the cost-benefit ratio of products and services, often with just a few mouse clicks. As an insurance provider, we can’t hide from that – and we don’t want to. tion. The main reason is that customers only want to pay for advisory services if they actually decide to purchase a product. Fee-based consultations are significantly more expensive for contracts with small sums. In Great Britain, where commissions have been abolished in favor of feebased consultations, customers who want to set up small policies tend not to receive individual advising anymore. Ultimately, this can lead to a decline in insurance protection in the population at large – and particularly for existential risks. The only avenue open to those who want to insure themselves is to set up a policy online. And then there’s usually no chance for personal assistance in case of In the claim. Is that really fair? Allianz commission system, shortterm policy sales success does not pay off over the long term. First, policy sales commissions and potential additional compensation are subject to cancellation liability. If a customer cancels a policy because they feel they were not well advised, the agent has to prorate and pay back the commission. Second, our agents earn a significant portion of their total compensation for ongoing policy account maintenance and support. Therefore, it is also financially worthwhile to build up a longterm, satisfied customer base. Ch. 3 In dialogue with you 054 Questions about commissions: Understandable and justified 057 056 When things get tricky … Hilmar Poganatz Facts 1,342 Ch. 3 Allianz: Result for the customer 2014 In dialogue with you Allianz specialists in Germany 419 It’s the first cold winter day in Potsdam, and Sebastian Raatzke is making his way to customers and Allianz agencies there. Raatzke is a trim young man with combed-back hair, a trenchcoat and 50s-style glasses. Allianz employs him as a pension and investment specialist. Experts like Raatzke travel around Germany every day to advise customers and support Allianz agents with his solid expertise. The 39-year-old serves three dozen agents in Berlin and Brandenburg, who in turn serve around 60,000 customers. Every one of these customers can access his expert knowledge on location through the Allianz agencies. And that is huge. Raatzke turns the radio to a rock music station and starts to talk. You don’t necessarily see right away that he has earned a number of titles over the years: Financial Planner, Estate Planner, European Financial Advisor. Specialists like Raatzke never stop learning – it’s in their job description. So the man from Potsdam studied at the Berlin campus of the renowned Frankfurt School of Management while working for Allianz. Since that time he also has gained expertise with financial pensions across borders. “Taking these classes was the best thing that could have happened to me,” explains Raatzke. His access to customers improved enormously yet again, especially in tricky cases. “For example, this customer who is selling his funeral home and wants to buy a house in Tenerife. Through my latest training, I can better recognize the problems that might arise, so I can support the agent and customer even better.” These are the types of cases waiting at Tino Busz’s agency in Potsdam. “Mr. Busz is a seasoned agent whom I’ve been working with for a long time,” says Raatzke. Busz selected 10 customer situations that he wants to discuss with the specialist. “These cases cover issues you don’t see every day. That’s when you need a specialist,” says Raatzke, “They might be customers outside of Germany or policy changes.” Busz is eleven years older than Raatzke. They have known each other a long time, as evidenced by the friendly hug. Busz is not a tall man but powerfully built, wearing jeans and a blue sweater. The fragrance of fresh coffee and lunch wafts through the office. “When Raatz- Business specialists 341 Pension and investment specialists Close cooperation General agent Tino Busz (lef t) espec ially values that Raat zke think s out side the box . Facts ke comes, he’s so skinny you have to feed him up,” jokes Busz. But they need to work through a few things first. THE CUSTOMER’S Lawyer Busz has 10 interesting pension cases laid out on the table. “The agencies in my territory differ in how often they make use of me, but Tino Busz calls me almost every day,” says Raatzke. That’s true, says Busz: “I trust his expertise and value Sebastian Raatzke’s experience very highly. Through the experts provided by Allianz, I have the opportu- nity to get more precise information,” emphasizes the general agent. “He just ensures for me that my customers get the best advice.” The biggest advantage of this particular specialist: “He thinks outside the box with unique cases.” That’s just what is needed in situations like these: Busz has a customer who is interested in capital market opportunities for her Riester pension. Raatzke looks everything over and determines that she has a very good classic Riester pension – he advises against making changes. Six cases follow, including a complicated application for occupational He always carries a calculator Raat zke of ten work s through a var iet y of possibilit ies with c ustomer s to ar r ive at the r ight solut ion. Ch. 3 In dialogue with you Almost always on the road A llianz pension spec ialist Sebast ian Raat zke advises the advisors – and c ustomers. … Allianz specialists like Sebastian Raatzke support customers and agents with advisory services. A visit on location. www.allianzdeutschland.de/kundenbericht Dawin Meckel 059 058 bit louder. “So now we’re headed for two classic Berlin entrepreneurs who have built up almost their entire pension by themselves,” says Raatzke. “A typical situation for self-employed people who are retiring.” The mobile troop of experts No two customers are alike when buying insurance – it’s all about individualized advice based on the customer’s needs. For that reason, every Allianz agency can call on in-house trained experts when tricky questions arise. Allianz employs 1,342 of the specialists in Germany. “No other insurance company has such a valuable tool available,” emphasizes Peter Ziegler, member of the Managing Board for the Northern Region. As head of the Specialists and Product Management department, Ziegler is responsible for around half of these experts. “These are people whose knowledge is continually updated and who advise, train and enable our agents on site,” says Ziegler. They cover seven clearly defined areas, from pensions and investments to occupational pension plans. Ziegler knows how valuable that is: “No one advises and supports their agents as well as Allianz – and of course their customers as well.” Facts time?” Raatzke calculates back and forth, and comes to the conclusion that starting the pension payments right away is the best option for the customer. Then they move on to other decisions, from treasury notes to the grandchildren’s policy. Karin and Wilfried Wenzel are longtime customers. “That’s a very long story,” says the master glazier, “because we’ve lived our lives with Allianz.” “And nothing has ever gone wrong,” confirms his wife, who worked in the company office for almost 30 years. They first came in contact with Raatzke, the investment specialist, five years ago when several life insurance policies were maturing. They purchased them from Allianz back in 1972, three years before Raatzke was born. Since then, the young man comes by once or twice a year to update all their investments. “We trust him,” says Karin Wenzel with satisfaction. Consultation is important for these two longtime customers; online policies are not an option for them. And investment specialist Raatzke gave them good advice again today: don’t reinvest the money, just enjoy the payment. As he walks by the lit-up Christmas decorations in the front yard on the way to his car, he is satisfied with his day. Once again he was able to advise his customers on their individu- Facts Topic: retirement W hat’s the best asset management st rateg y shor tly before ret ir ing? Invest ment spec ialist Raat zke de votes the e vening to ans wer ing the Wenzel’s quest ions: “ We t r ust him.” It’s already dark when Raatzke parks his car on Glockenblumenweg. The Wenzels’ company, a small glazier’s workshop, is located in Berlin-Kreuzberg. However, these two have made themselves at home in a neighborhood of small single-family houses in the green suburbs. Wilfried Wenzel, 64, and his wife, Karin, 61, welcome their advisor at a rustic, octagonal oak table with the first Advent candle lit. Behind them hang countless photos of their children and grandchildren as well as a huge gingerbread heart that reads, “For the best parents in the world.” Now they live alone and are preparing for their retirement. “Let’s start with money,” says Raatzke. “That sounds good,” replies Wenzel in a heavy Berlin accent. Raatzke opens up his laptop and pulls up the Allianz consulting process on the screen. The software supports Raatzke overall with customer advising and also helps capture the sums from three life insurance policies. Wilfried Wenzel places his own handwritten bookkeeping on the table so he has an overview of his documents. Monthly pension payments are already coming in from two portfolios; the third is almost mature. It will come to term in January, so the master glazier will have to decide by then whether he should cash out the capital or choose the monthly pension, which he didn’t want to collect until September. Wenzel wants to know: “Is it worth investing the money again in the mean- A LIFETIME WITH ALLIANZ Long day Raat zke’s ter r itor y st retches f rom Brandenburg to Mar zahn. al situation and help them to decide between sensible and unnecessary investments. “They have been satisfied with us their whole life long – and it should stay that way,” says Raatzke. Then the car door clicks shut, and he makes his way home through the dark winter night to Potsdam-Babelsberg. www.allianzdeutschland.de/kundenbericht Ch. 3 In dialogue with you Allianz: Result for the customer 2014 disability insurance and a customer from Namibia. Meanwhile, customers come into the agency office, the phone rings constantly. They have questions about auto policies and pension gaps, health insurance and homeowners insurance. As a general agent, Busz is responsible for everything – so he is happy to have the additional expertise that specialists like Raatzke can offer him in areas from health insurance to construction mortgages. “The agents can classify customer needs well and know the products,” says Raatzke. But when they’re dealing with concrete numbers, agents like to call on him as specialist. “You have to pay extra close attention when dealing with investments and pensions for the customer’s sake,” explains Raatzke. For example, it’s crucial when a business customer is planning an occupational pension plan for employees, “because this is a very important decision for the future of the company and its employees.” At times like this, Allianz agents can rely on the bundled expertise of their specialists. Busz and Raatzke fortify themselves with lunch between customers. Afterwards. a cup of black tea and another friendly hug, then Raatzke climbs back in his car. On a typical day like this, he visits agencies during the day and schedules customer appointments afterwards in the evening. He enters into his navigation system the address of the Wenzel family in southeast Berlin as his destination, near the construction site for the new airport. Travel time: 49 minutes, says the device. A couple of former Russian barracks slip past the window, then brick houses in Potsdam’s Dutch quarter, a rusty monument to Frederick the Great and the dusky-pink color of the new Potsdam City Palace. “My territory stretches from remote areas of Brandenburg to Marzahn,” says Raatzke, turning up the music a 061 060 So nothing goes awry Enno Kapitza Right on site A llianz claims adjuster Claudia Schuhmann (lef t) knows that c ustomers like the Fr it sch family need fast and reliable help when an emergenc y happens. Judith Piesbergen Claudia Schuhmann is a claims adjuster with Allianz. She knows these situations. And she knows that damage victims are often overwhelmed with organizing everything that needs to be done in such circumstances. “Having someone at your side who supports you is simply helpful for the customer.” Who has the largest tradesmen service in Germany? Allianz! Josef Fritsch informs the property manager right away and orders emergency service. A makeshift dryer is set up the next day. Professional drying can take up to 14 days. During this time, the dryer runs nonstop and loud, 24/7. The concept: the humidity is drawn out of the ambient air until the smallest nooks and crannies are dry. The moisture is collected in a catch tank that needs to be emptied regularly. “Our long-planned vacation was right around the corner. We asked ourselves how this would work? Who will This is just one of many customer stories that Allianz employees have reported regularly since 2013. Why? Improvements through best-practice sharing and to our service culture are two key elements in the ASP plus program. This is how we systematically and permanently improve our service employees’ customer focus. Good, customer-centric service has seven dimensions for us: expertise, speed, commitment, reliability, respect, transparency and appearance. Enthusiastic customers The Fr it sch family f rom Munich were ext remely sat isf ied with the t radesmen ser vice provided by A llianz. A high degree of expertise and clear understanding of customer expectations help not only Claudia Schuhmann in her workday. ASP plus helps anchor this aspiration in every employee. Taking customer enthusiasm as inner guidance, searching for the optimal solutions for customers and working quickly all accompany our service employees every step of the way. Working with the customer, keeping them up to date and addressing their concerns: these are all crucial points that turn satisfied customers into enthusiastic customers. Shortly before midnight on Munich’s East Side: Josef Fritsch and his wife are in the kitchen when they notice a damp spot under the sink. Water damage. A reinforced hose had been leaking unnoticed for a long time, spraying water droplets toward the outer wall. It not only soaked through the wall, but also the entire adjoining corner of the building and the kitchen floor. “When you as an individual are in an emergency situation like this, you don’t know who to turn to at first, what you need to do,” says Josef Fritsch. providing support in all aspects of a claim Allianz: Result for the customer 2014 Allianz has this to say: A normal, run-of-the-mill case of water damage empty out the water while we’re gone?” recalls Fritsch. Claudia Schuhmann learned of their upcoming vacation while viewing the site. “It became clear that we had to find an immediate solution. Time was of the essence. A suitable dryer had to be found within two days, brought on site and installed.” So Schuhmann called the Allianz Tradesmen Service. With over 4,000 tradesmen, Allianz has Germany’s largest tradesmen service network to provide fast, expert help. “Finding a good solution for damage victims is always the most important thing for me,” says Schuhmann. “That’s what I like so much about my job – that I can often help people in difficult situations.” Fritsch and his wife could go on vacation without worrying. The tradesmen replace the makeshift dryer: they install a hose that carries the condensed moisture outside through a vent opening in the adjoining pantry. Now there is no water container that needs to be emptied. “They did a very clever job, I was impressed,” says Josef Fritsch. When they return “We were able to miss out 10 days later, everything is as good as dry. on nearly the entire drying process and the noise. That was really great service.” Fritsch even wrote Schuhmann a thank-you note. As a former service professional at a bank, he believes that “when someone earns praise, you should tell them.” www.allianzdeutschland.de/kundenbericht Ch. 3 In dialogue with you The Fritsch family has experienced fast and reliable help from Allianz. Here is one example of how the Allianz Service Program, ASP plus, improves the customer focus of our service employees. 063 062 “We want to simplify” Enno Kapitza Andreas Pilmes An inter view with: Andree Moschner Member of the Board of Management, Allianz Deutschland AG, Operations and Allianz Banking Question—1. / Ch. 3 In dialogue with you Ch. 3 In dialogue with you Allianz Management Board Member Andree Moschner talks about changing customer expectations, Allianz’s new transparency initiative – and why the simple things are sometimes so difficult. Mr. Moschner, you’re undoubtedly insured by Allianz: When was the last time you used an insurance benefit? Were you satisfied with the service? Question—2. / But you’re surely a Allianz: Result for the customer 2014 customer elsewhere, at the bakery, booking a trip, etc. What does good customer service mean to you? Good customer service has several dimensions. The most important ones for me are friendliness and speed. www.allianzdeutschland.de/kundenbericht Sorry, but I can’t help you there. I haven’t had any insurance claims in the last several years, and my life insurance policies won’t mature for some time yet. However, I’m sure that I would receive excellent service. 067 buying a car: most customers don’t care how the motor is built. They want a nice design, a pleasant ride, low fuel consumption or sporty handling. It’s similar with us. Your complaints – our incentive Can you Our objective: In 10 year s, A llianz will be a leader in both c ustomer sat isfact ion and ser vice. One of the main issues is: what is the processing status? We receive a lot of calls throughout the year in this general area – when will my claim be paid, what is the processing status, etc? This is not productive, and our customers are justified in wanting this information. Aside from that, occasionally a customer does not agree with the claims decision. We want to be even clearer so customers better understand decisions. Question—12. / are active. Overall, it’s still a relatively small percentage, but it is growing and definitely trending heavily for the future. Question—9. / What type of communication do customers actually prefer now? What has changed here in recent years? The online and email share is growing. Together it’s about 24 percent – and it’s increasing steadily. Nevertheless, agents and customer advisors still have a great deal of personal contact with customers. We record around 21 million phone calls a year – that shows the sheer scale of it. Our greatest challenge is that while we need to establish clean, transparent integration for the different types of communication, we also need to respond to emails much faster than we do to letters. That’s very challenging for us because we still have to process these claims first. Could you Well, for our health insurance we’ve introduced the opportunity for customers to follow the current processing status of their claims on the Meine Allianz customer portal. And it doesn’t matter whether the customer submitted the claim by mail or online. We want to expand this type of service and present these processes online more. Question—13. / Dissat isfact ion with abbre viat ions in plain language, please If we look 10 years into the future: what will Facts regarding customer satisfaction? Overall, customers rate Allianz very well regarding satisfaction, averaging 1.8 for 2014. However, service was rated Allianz: Result for the customer 2014 People could consider customer complaints a sheer annoyance. For Allianz, they are above all an opportunity. give us an example? Allianz do better or differently Question—10. / Julia Tschochner, Katharina Fuhrin and Chau Bau Tang-Rupp Ch. 3 In dialogue with you Ch. 3 In dialogue with you satisfied with you? the lowest at 2.2. In your opinion, why is that – too much complexity? Yes. We’re really good on the road and customers rate us well. But as a market leader, we want to become even stronger. What impacts service are exactly the points that I mentioned previously: we need to be even leaner, even simpler. We’re working at top speed on that. The foundation is always a strong product portfolio. We have that, but could simplify it even more. In the end, no one wants a product that’s too complex. It’s like In 10 years, we will certainly still be the market leader – both in terms of customer satisfaction and service. That’s our goal in any case. We are currently well positioned, not only with our local agent channel, but also in combination with our online offerings. In the future, we will integrate these two worlds even better. 78 changes to processes and products were addressed or enacted in 2014 based on complaints that went beyond individual cases. Facts PIM, PAH and PPS, PAV, PUR and PRS – to insurance laypeople, reference headings like these sound more like a song title from the German hip-hop group Die Fantastischen Vier than anything to do with insurance. Time and again dissatisfied customers complained to Allianz: they are confronted with a slew of abbreviations on their letters, premium invoices and insurance policies. Sometimes it wasn’t even clear which insurance was being referred to. For example, one customer noticed that a premium invoice was for homeowners insurance, but none of the documents he received showed that it was dealing with a water damage and fire insurance policy. Customers and even agents raised this issue many times. The result: the complaints group at Allianz Deutschland – which, as the cross-departmental complaints committee, had all the in formation and evaluations – assigned the responsible departments to develop a solution that could be applied across divisions. Instead of listing technical terms or abbreviations, premium invoices should use easy-to-understand entries about the specific risk being insured. The changes were implemented a short time later. Since then, the reference line on customer letters and outstanding premium invoices contains the written-out descriptions for the insurance policies and the policy number. This is being implemented step by step in every department within the company. Invoices for outstanding premiums also have the account statement and calculation tables in a different order. The www.allianzdeutschland.de/kundenbericht Question—11. / reveal where customers are least 069 068 Ch. 3 Allianz: Result for the customer 2014 In dialogue with you Direct communication instead of a dilemma The medical fee schedule for doctors regulates how medical professionals can charge for services. This means: customers are reimbursed by their health insurance for the portion of costs that the doctor is allowed to charge according to the fee schedule. If the doctor charges for more than the fee schedule allows, the reimbursement for the bill is less than the customer expects. This difference often leads to dissatisfaction, because the patient has to fight the doctor over the remaining amount. However, the discussion with the doctor is difficult because laypeople have a hard time understanding the fee schedule. The result: customers feel helpless in these cases and abandoned by their insurance company. This is what happened to one family insured by Allianz when their profoundly hearingimpaired child needed a hearing aid. Based on the doctor’s recommendation, the family decided on a cochlear implant. The billing for implanting this inner ear prosthesis is extensive. This family also discovered that fact because too many billing items from the doctor led to a reduction in benefits. The reason: individual treatment steps are combined in a flat fee. The doctor was not allowed to bill for cost items beyond the flat fee. For that reason, Allianz Private KrankenversicherungsAG only paid the family a portion of the invoice amount. The rest they needed to have reimbursed by their doctor. The family then submitted a complaint to the Federal Financial Supervisory Authority (BaFin). BaFin passed on the complaint letter to Allianz for a response. Legally speaking, Allianz had “We get a little better every day” Julia Tschochner Joachim Zäch is responsible for Allianz complaint management and explains why complaints are so important for Allianz. An inter view with: Joachim Zäch Ch. 3 In dialogue with you Fr ust rat ion with cost reimbursement s acted appropriately. Nevertheless, the central complaints office recognized the case as a “legitimate complaint,” because the customers were obviously caught in the middle. The dilemma: the family had to assert themselves for the remaining amount against the doctor who had healed their child and only had an argument paper from Allianz for support. The responsible department quickly found the solution for this unpleasant situation: they offered to speak directly to the doctor. The customers were reimbursed for the entire amount, but transferred the claim against the doctor to Allianz. At the same time, they released the doctor from his confidentiality requirement so he could discuss the case with Allianz employees. Then the Allianz employee was able to clear up the bill in a direct conversation with the doctor. In the future, Allianz will offer this process to all insured people in such cases. For the customer, it was a success in two ways: they received their money quickly and in full, and did not have to engage in a dispute with their doctor. And it was a good feeling for the Allianz employees who were able to offer a solution and help customers in a difficult situation. Head of Executive Communications Question—1. / European and German supervisory authorities have enacted new standards for companies for complaint management. How does that impact Allianz? Facts 3.2 workdays were needed on average to process your complaints in 2014. Facts For the first time, we are submitting a complaint report for fiscal year 2014 to the Federal Financial Supervisory Authority (BaFin). This includes reporting the number of complaints we have received. We were well prepared for this, made our employees aware of it for years in advance and captured the complaints in great detail. Specifically, this means that a complaint exists when a customer or third party expresses their dissatisfaction about a policy or service associated with it. So whenever expectations are not met and our customer advising or claims service cannot fully remedy the problem – then dissatisfaction results. It makes no difference whether the customer’s complaint is verbal or written. However, if a customer simply asks about the status of a claim, for example, or asks for further information, this is not considered a complaint. Using a definition like this and the long-practiced capturing method, we run the risk naturally of reporting a high number of complaints to the BaFin. But we are happy to take that risk. It is important to us to capture every expression of customer dissatisfaction and learn from it. www.allianzdeutschland.de/kundenbericht customer can find each insurance policy in the table and then determine on the account statement which individual insurance is being referenced. Processing a claim can take some time. But in the future, customers will know exactly what stage of processing their claim is at. 95 % of all claims are processed; only 5 % are rejected due to a lack of coverage, liability or attempted fraud. 3 % of all complaints in general insurance are about the speed or transparency of the processing status. Facts Allianz: Result for the customer 2014 claims were reported to us in 2014. How do customers experience the claims process? What information do they want when they’re dealing with an insurance company? What can the company do so customers don’t feel abandoned? A detailed market research study was recently carried out to find the answers to these pressing questions. Customers who had recently filed a claim were surveyed, and the results were clear: customers are more satisfied if they receive regular, relevant information about the processing status during the claims process. Allianz therefore introduced measures for improving transparency and making the claims process more understandable for customers in an initiative from February to June 2014, covering a test field of around 6,000 claims. keeping customers in the loop The first measure begins when a claim is reported, because most customers associate the claims process with great uncertainty. They report their claim to the insurance company, but most don’t know what happens after that, nor can they estimate how long processing will take. Allianz wants to avoid this uncertainty as much as possible and provide information about claims processing right from the start. That is why customers systematically receive information during claims reporting and throughout the subsequent claims process. In addition, they are told approximately how long it will take to process the claim, based on pre- We text customers to update them Customers can also be kept up to date on the status of claims processing by text message, if they’re interested. For example, they can find out when the claims field staff is coming to process a claim or when the Allianz Tradesmen Service will begin repairs. And an option for sending a final service message upon completion is planned for the next few months. These measures expand the existing option where the customer can have the claims number and phone number for the contact department texted to a mobile phone. The goal is to build up this service so that customers can receive information on any relevant processing step via text message or email, as they choose – this could be a notification that documents have been received, or a reminder that documentation still needs to be submitted. We call the customer Up until now, questions for customers were often sent by letter and claim documentation requested pri- marily as a hard copy. Back then, people talked about “claim photos,” not about what should be recognizable in the photos. This often resulted in an exchange of letters between customers and Allianz that unnecessarily cost both sides too much time. To make this process more efficient and customer friendly, the phone will become the preferred method of communication where it makes sense. This way, claim adjusters can explain specifically which photos they need. They can also answer customer questions right away in the conversation. Explaining the circumstances is especially important if it’s necessary to reject a claim at some point, for example because the damage was not insured. We will pick up the phone more often in these instances as well, helping our customers understand better why the claim was rejected. One test field, many measures for our customers What applies to claims processing can also be important for many other customer service processes. As a private health insurance customer, you can now follow the processing status of your claims online through the “Meine Allianz” customer portal, and ask to receive text messages or emails about status changes. But there are opportunities to keep customers up to date in many other processes, too. That’s enough of a reason for Allianz to review which measures from the claim processing test field could be transferred to other processes and product lines. www.allianzdeutschland.de/kundenbericht Ch. 4 We re there when you need us Julia Tschochner 2.44 million vious experience. Allianz uses empirical values for this estimate, as well as experience from collaboration with outside service providers such as partner workshops. Experience from this test field shows that customers are prepared to be more patient if someone explains to them why each segment takes as long as it does. Ch. 4 We re there when you need us 073 072 What’s happening, when, and what it means Facts 075 074 Car accident? Hardly Faked collisions can be cleared up. In your interest Thomas Kuhlenbeck Katharina Fuhrin Ch. 4 We re there when you need us Several thousand claims for flatscreen TVs are reported to German insurance companies each year. The numbers climb especially when new technologies reach the market. An investigation by the German Insurance Association (GDV) of 1,455 cases revealed that one out of four claims showed irregularities. With smartphones, almost half of the submitted claims are not plausible. The GDV assumes that fraud in indemnity and casualty insurance alone costs German insurance companies 4 billion euros a year. Private liability and homeowners insurance are the most common areas for fraud cases. At Allianz, the primary targets are vehicle liability and comprehensive, homeowners, medical costs for full and supplementary coverage, and occupational disability insurance policies. Allianz: Result for the customer 2014 Protecting customers from black sheep However, Allianz does not place anyone under general suspicion, emphasizes Rüdiger Hackhausen, Head of Claims division at Allianz. The vast majority of customers and contract partners are honest. But fraud protection helps keep insurance premiums stable. “Precisely for that reason, our customers expect and deserve not only first-class service, but also that we protect them by finding the black sheep and preventing fraudulent claims,” says Hackhausen. Otherwise, premiums It’s not so much the major, spectacular cases that drive go up. up total claims than the plain old, everyday transgressions. If you believe the surveys, between 20 and 33 percent of people (depending on the survey) believe it is acceptable to trick their insurance company. “That has to do with an internal justification of fraud,” says Katrin Streich, a criminal psychologist at the Psychology and Threat Management Institute in Darmstadt. Insurance customers often pay their premiums for years and start believing at some point they have the right to “get something back.” “The principle of a solidary risk-sharing group cushions the belief that no one is being hurt directly,” says Streich. Where there’s no victim, there’s no crime – this fallacy is often rooted deep in the (potential) fraudster’s subconscious. But an insurance policy is not a savings account: the insurer provides benefits throughout the entire duration of the contract. Variety of fraud Most people who commit insurance fraud are just opportunists. Often www.allianzdeutschland.de/kundenbericht Ch. 4 We re there when you need us Some people consider insurance fraud a minor crime, but it costs the community of the insured billions every year. Allianz protects its customers with efficient fraud prevention. 077 076 People who commit insurance fraud utilize highly-developed justification and neutralization techniques. That is, they deny their own responsibility (“everybody does it”) and the damage that is done to insurance companies (“nobody gets hurt!”), says psychologist Katrin Streich. The reasons they do it: weakened moral standards and displaced values. In large organized fraud cases, extensive networks sometimes work together. Or good friends, as in the case of the riding instructor who wanted to be compensated for a herniated disc by his occupational disability insurance. After photos of the customer at a horse show turned up, the claim adjuster ordered an assessment. Not only did it emerge that the herniated disc was actually easilytreatable lower back pain, it also came out that the customer and his doctor were neighbors. After the customer confessed, the company avoided paying out 440,000 euros. Allianz: Result for the customer 2014 Intentional traffic accidents Rüdiger Hackhausen emphasizes that efficient fraud protection to prevent premium increases is not the only focus. “In our daily business we continually see constellations in which our customers are the victims. For example, we can offer professional support when our customers are lured into a trap with intentional traffic accidents.” For several years, Allianz has been operating systematic fraud prevention that has consistently been expanded. Meanwhile, there are now 80 cross-departmental specialists working on the subject. Mobile phone broken? Not likely. These claims can also be invest igated. Ch. 4 We re there when you need us Weakened moral standards All their activities are coordinated by the Fraud Prevention department and then implemented through the individual local units. “For in-house employees and field staff, we also offer ongoing training to raise awareness on fraud trends,” says Hackhausen. Experience from successfully concluded fraud cases serves as an additional reference point for conspicuous aspects of future cases or solid tips from third parties that lead to a review for suspected fraud. If the suspicion does not firm up, the case is put back in the normal claims process. Otherwise a fraud prevention specialist is assigned to the case, which is then subject to closer review. The specialist’s goal is to clear up discrepancies or substantiate them. Collaboration between the regular claim units and specialists will be expanded in the future. “Our fight against fraud is growing nonstop,” says Hackhausen. “It has to in order to keep up with new developments and phenomena. Fraudsters are becoming more professional all the time.” The risk is growing Peter Holmstoel, head of the Criminality and Money Laundering Unit at the GDV, observes that fraud prevention is gaining noticeably in importance and power in the entire industry. “It’s increasingly being viewed as a comprehensive whole – in claim processing as well as setting up policies. Despite all the new types of fraud phenomena, criminals have a more difficult time now than they did a few years ago. “The likelihood of being caught for attempted fraud has risen, and the effort is certainly worth it to keep honest customers from being hurt.” The numbers prove the success of fraud prevention efforts at Allianz Germany. In 2013, the company was able to prevent unlawful payments in the upper double-digit millions range; in 2014, it had increased to the low triple-digit millions. In addition, proven fraudsters have to anticipate sanctions – from cancellation of their policy to reimbursement payments or even criminal But honest customers don’t need to worry: after charges. all, Allianz’s reason for existing is to pay claims for its insured customers. “And that’s why we have to check, and then are happy to be able to help,” says Hackhausen. Fr aud in numbers Facts and figures on insurance fraud w w w.allianzdeut schland.de/ kundenbericht/versicherungsbetrug www.allianzdeutschland.de/kundenbericht Ch. 4 We re there when you need us there is an actual claim, but they manipulate the course of events and evidence so that insurance will cover the damage. The manipulation begins with false entries in the policy application for rates. For example, when an insurance customer sets up a vehicle policy with an annual mileage of 6,000 kilometers, but actually drives 20,000 kilometers. When exaggerating a damage claim, for example, the victim in a car accident might falsify the sequence of events or escalate the damage. However, these attempts at fraud are easy to clear up by comparing photos of the damage with those from crash tests at the Allianz Technology Center. A shopping cart only leaves behind a specific type of paint damage when it rolls into a car in a supermarket parking lot. A third variation: faking a claim. For example, take the case of the former pharmacist who was using bogus prescriptions at her brother’s pharmacy. Government agencies caught onto her due to a falsified disability card. In the course of the investigation, it came out that the prescription forms were fake. The amount of the claim submitted to health insurance: 48,000 euros. 079 078 “I don’t like to miss out on things” Enno Kapitza Sabine Twest 01 02 04 01 A ndreas Düf t dr ives home f rom work . Thank s to his car, he is relat ively as mobile as his f r iends and colleagues. Allianz: Result for the customer 2014 03 02 For Mayor Harald Mayrhofer (r ight), A ndreas Düf t is an indispensable employee: “If the I T goes down, we might as well go home.” 03 The ser ver room is wheelchair accessible. 04 Shor t path f rom desk to desk : Reiner Feldl (r ight) is the munic ipal t reasurer and managing s ystem administ rator. A ndreas Düf t now manages the I T almost ent irely on his own. Facts The key facts about rehab management 1 Launched in 1998 with the primary goal of enabling victims of severe traffic accidents to get back into their career. 2 A trainee position turned into a solid job Andreas Düft is 28 years old, the assistant system administrator for the municipality of Aldersbach – and has been profoundly disabled for 14 years. “I’ll show you the server room now.” Düft leads the way. The server rack is in the middle of the room with enough space to accommodate the wheelchair. It is smaller than standard height, so that it can be operated from a sitting position. “When Andreas applied for a trainee position with us four Handled by rehacare GmbH, a subsidiary of Allianz Global Assistance Service GmbH with around 40 case managers. 3 Uppermost principle: completely voluntary 4 Highly individualized solutions that benefit everyone: optimal advice for victims; reduced claim cost for the insurance. Facts years ago, I saw right away that he had a feel for IT,” says Reiner Feldl, Düft’s boss. Feldl's good impression of him was confirmed: “I can absolutely rely on him in this responsible position.” In addition to his own expertise and experience, one other thing helps him in his job: Monika Miedaner and her colleagues from rehacare GmbH. She negotiated contracts and salary increases for him, organized the installation of an accessible lock for the City Hall building and a specially adapted vehicle so the IT specialist can be autonomous and mobile. “When I think back on how we were sitting here four years ago, we’ve really achieved a great deal,” she says to Andreas Düft. Back then he had successfully completed his training as an office management assistant despite his disability and the added burden of daily physical therapy, and was looking for a job. She supported him in his efforts. Rehacare is an Allianz service provider that is activated when specific support services are needed. They work with people to find individual solutions, and the goal is always the same: a life that can be lived as independently as possible – preferably with Miedaner has assisted a job. Ch. 4 We re there when you need us “Do you see the new visitors’ pavilion over there?” Andreas Düft points outside to a single-story glass structure surrounded by construction machinery and pallets. Next door, Aldersbach Abbey Church is draped in scaffolding, and sounds of drilling penetrate the windows of City Hall. The town is preparing for the 2016 Bavarian State Exhibition, “Beer in Bavaria.” “They’re going to have visitor terminals in the pavilion,” he says. “I’ll be in charge of IT for the exhibition, including the multimedia equipment.” www.allianzdeutschland.de/kundenbericht Ch. 4 We re there when you need us Andreas Düft has been profoundly disabled since a car accident 14 years ago. Today, he is a highly respected system administrator. His own will helped him through – along with rehacare, an Allianz partner. A classic win-win situation Monika Miedaner Case manager with rehacare The top job firmly in sight The objective: Overcoming being at odds with disability While Andreas Düft was still in hospital, Miedaner and her colleagues worked on converting his parents’ home to be wheelchair accessible and organizing care. Because Allianz is the driver’s liability insurance company – and helps Andreas Düft more than just financially. They found an accessible school where he could earn his school leaving certificate. He had wanted to be an auto mechanic, but that wasn’t an option. Miedaner went through different alternatives with Düft, and suggested training for an office administration job at a company or special vocational school. “I agreed, but I wanted to do my training in a real job,” says Düft. And he found one – at the Bavarian Red Cross in Passau. Listen well and stick with it even when things go wrong – those are the most important characteristics for Miedaner in her job. As a physical therapist and social worker, she can do both. “First you have to build up a base of trust. My motto is: the worst has already happened; now we have to make the best of the situation.” Talk openly about what is possible and what isn’t. The key is to take people seriously in their situation, says Monika Miedaner. “The best thing is when clients no longer talk about their condition, but start talking about what’s going well. When I point that out, most of them say: ‘You’re right.’” There were also hard times for Andreas Düft. After finishing his education, his job search took an entire year. He spent the interim time playing computer games: “My life was like a dark room, and I was waiting to finally see the light again.” More info on video Andreas Düf t tells his stor y and shows his koi pond. w w w.allianzdeut schland.de/ kundenbericht/rehacare Then Monika Miedaner found an internship with the municipal administration in Aldersbach. After two years came an open-ended contract. Andreas Düft specialized in IT, and passed all the necessary training programs. So, after a long-term vacancy, the town had finally found its assistant system administrator. “A classic win-win situation,” says Miedaner. Düft’s boss nods. “When I retire in ten years, Andreas should be my successor,” Feldl says. Düft drives home in his converted VW bus. “My new koi pond is down there,” he says while pointing to the garden. “There are a few hundred euros swimming around in there.” When he came home from rehab, he absolutely wanted to pursue his favorite hobby again: fishing. He had to train his right arm for weeks to be able to even hold a fishing rod. “I had no strength anymore, but I didn’t give up. I don’t like to forgo things that I could do before my accident.” Now there are different challenges: “I recently went fishing with Reiner Feldl, and it really bothered me. He caught a huge pike, and I came home empty-handed.” That is one of those very rare cases where Monika Miedaner can’t do anything to help. 01 At home, A ndreas Düf t uses an ele vator to move f rom one f loor to another. 02 The V W bus of fer s space for the hydraulic lif t and a wheelchair that is spec ially designed for dr iving. 02 03 03 Düf t on the road: “ To me, a wheelchair is like shoes are for other people – a consumable.” 04 Monika Miedaner, case manager with rehacare: the thing she likes most about her job is that each case is dif ferent. 05 Going for a st roll in A lder sbach: Düf t and Miedaner have now known each other for year s. 04 05 Ch. 4 We re there when you need us Düft since he was released from rehab. That was about a year after December 10, 2000: the day that changed Düft’s life. He was 14 and a hopeful track athlete specializing in long jump and sprinting. He sat in the back seat of a car next to his sister. A friend was driving; she wanted to go to the gym. “I actually didn’t even want to go. My dad had invited me to the Christmas market, but I ended up going anyway,” says Düft. The driver overlooked a car at an intersection with poor visibility and took the other car’s right-of-way. In the collision, Düft was thrown against his sister’s head so hard, it knocked her teeth out. He is a quadriplegic, paralysed from the neck down. www.allianzdeutschland.de/kundenbericht Ch. 4 Allianz: Result for the customer 2014 We re there when you need us 080 01 083 082 More customer focus, less complexity Angelika Eckert-Rippin Actually, you’re doing well Aches and pains here and there Hajo S. is 34 years old, married, the owner of a mid-sized business and has private health insurance for his whole family. He himself doesn’t have health problems and doctor visits are rare for him. However, when one of his three children gets sick, he should have the best medical care. He expects his health insurance to reimburse submitted bills quickly and trouble-free. As a business owner it’s important to him to have control of their own care. It’s no problem for him to collect the bills and send them in, but he naturally pays attention to the cost-effectiveness of his insurance policy. That’s why it’s important to him to secure the opportunity for premium refunds. Walter M. is a longtime Allianz customer. The 71-year-old already has a medical history. Recently he also suffered an unfortunate fall. The result: an ambulance ride, hospital stay, comprehensive rehab measures and parttime assistance in daily personal care by a nursing service. Now he has submitted bills, receipts and an accident report – and hopes that everything will be processed together and as quickly as possible. Allianz: Result for the customer 2014 Bill settlement is generally quick and trouble-free Hajo S. Business owner, has private health insurance for his whole family I had a single primary contact for all of my questions Walter M. 71 years old, long-time customer, with a certain medical histor y In the past, Allianz customers who submitted multiple doctor bills in one claim had to deal with follow-up questions from different units. That has fundamentally changed. Today the focus is on customer-centric processing of the entire claim. The claims adjuster with the most suitable specialization receives a digital copy from Berlin of the entire file with all the bills, receipts and reports. About 20% of claims submitted to Allianz consist of several cross-departmental receipts. The claims adjuster becomes the primary contact and gathers the necessary information from all other colleagues to create a single statement. The adjuster’s job is then to inform the customer comprehensively about the claim – and not just for their own area, but for all the other experts as well, whether it’s for operative reports or medication. In the case of Mr. M., an accident report must be reviewed to determine if a third party is potentially liable for the accident. The claims adjuster doesn’t write a letter then: they pick up the phone. One call that is worthwhile for the customer. Walter M. utilized outpatient nursing services and thus prevented a longer stay in the hospital, which is insured. Therefore, Allianz is reimbursing him for this nursing service even though it is not covered. Why? Because he avoided expensive costs for an inpatient hospital stay, which benefits all Allianz customers in the form of stabilized premiums. And the advantage for Walter M.: he could return to his own four walls sooner. “I was able www.allianzdeutschland.de/kundenbericht One contact, one bill Fast and without a hitch With about 2.5 million health insurance customers, the careful and quick processing of the bills, receipts and reports received on a daily basis is a core activity. Around 80% of all bills received by Allianz are considered standard cases. Fast processing, correct settlement, smooth handling – every single customer expects that from their insurer. This takes technical and organizational processes that enable automated processing of incoming mail – if possible – and only passing it on to a claim adjuster if something is unclear. All incoming bills are scanned and classified at Allianz’s Logistics Service Center in Berlin. Depending on the subject, they are forwarded to specialized units in our four regions or digitally pre-reviewed with the help of new expert systems and then prepared for expedited payment. “When I submit bills, it generally works fast and trouble-free,” reports Hajo S. “Sure they have questions sometimes, but that can always be cleared up quickly.” But what the 34-year-old really likes: “I gather up our bills quarterly to see if we are over the amount for a premium refund.” And doing the math is worth it for him: “The premium reimbursement is always high; it recently was raised to Ch. 4 We re there when you need us 35% for my children.” Hajo S. and his family benefit from the Allianz Bonus Program. If a customer does not submit any bills, Allianz reimburses up to 30% of premiums for adults and 35% for children. That’s the highest in the market. The Bonus Program – especially for children and adolescents – and the expedited processing are just two of many services that Allianz health insurance has introduced in recent years for processing insurance benefits. 2 We re there when you need us Ch. 4 Every customer has different needs. For that reason, Allianz Private Krankenversicherungs-AG has implemented a program that meets these needs precisely: to be closer to the customer and arrange all the processes as easily as possible. 084 085 to clarify everything directly on the phone with the claims adjuster. That was really helpful,” says the 71-year-old. Customers have a claims adjuster as their primary contact – who converges everything, actively approaches them and makes contact when questions come up, and summarizes everything in a single statement. “Having a primary contact is really handy, especially with follow-up questions,” says Walter M. 086 Allianz Deutschland in figures Ten facts about customers, employees and agencies. 087 They need strong support now With expertise and sure instincts My patient companion had a super sense of my needs for closeness and distance Joanna S. Allianz: Result for the customer 2014 Young mother, manager, cancer patient Anyone who has been confronted with such a dire diagnosis and has an extraordinarily difficult physical and emotional treatment ahead of them does not want to have to deal with organizational things, applications or bills. In such complex cases, a patient companion can be a big help and take the burden off the patient. Around 3,000 customers take advantage of this expert, highly individualized offering for support every year. Participation is always voluntary. 16 patient companions nationwide take care of these situations throughout the duration of the illness. All of them have medical backgrounds, often with many years of professional experience and were qualified for this job through continuing education and training courses. Their medical knowledge helps them advise and support customers on their specific situation and potential measures. They coordinate everyone involved in the care process, such as doctors, social and nursing services, as well as organize assistance materials, help with the hospital selection or search for specific support options for the family – as in the case of Joanna S. They also maintain constant contact by phone, unobtrusively and with a high degree of empathy for the sick patients. “My patient companion had a super sense of my needs for closeness and distance,” reports Joanna S. “She never took it wrong when I occasionally didn’t take a call from her when I wasn’t feeling well. She had the sensitivity to know when I need something, even though we’ve never met in person.” The patient companion also listens well to the patient’s concerns about the actual course of their illness. When the entire family suffers from the situation, as in the case of Ms. S., it’s all the more important to have a good rapport with the customer. After all, the patient should concentrate on getting well and not have to worry about their family. As an expert guide, patient companions can take customers by the hand to lead them through the healthcare system or help them submit applications on time. They know where to find additional support in the German social welfare system, for example, and can provide addresses and contacts. They also help with aftercare, organize rehabilitation and inform patients about reentering their profession. “I also got to know a lot of other patients through my illness who didn’t receive this kind of support,” reports Joanna S. “I really grew to trust Allianz and my patient companion.” These days she’s returning to “normal” life one step at a time and can hope to have beaten her disease. 085 — 118 Ch. 4 We re there when you need us Joanna S. is 32 years old when the doctors diagnose her with cancer. The young manager, a married mother of a nine-year-old son, is shaken to the core. She informs her health insurance because debilitating chemotherapy and a lengthy rehabilitation phase lies ahead. She doesn’t know exactly what’s coming, and feels uncertain. Her family will be significantly affected, and that gives the young mother even more to worry about during chemotherapy. Allianz immediately offers her support via a patient companion. This is how you rated us Our goal: to delight our customers Norbert Schäfle, Head of the Customer Experience Department, talks about why you can’t leave customer satisfaction to fate. 088 Systematic customer focus The work of Allianz's 2014 Customer and Market Committees – which findings were particularly important this year? Ch. 5 094 Evaluation and rating by the customers How did the ratings in all six action areas trend at Allianz in 2014? The ratings for products, advice, service, claims, benefits and communication in detail. 098 Background information and details Allianz openly presents the evaluations by customers along with further data and facts in its report, “Result for the customer.” 109 Complaints report The key figures on complaints and their concentration, as well as the biggest causes of complaints in 2014. 114 Sources and comments Evidence and information on the figures presented. 116 Assurance opinion The audit report for 2014. 118 115 114 Ch. 5 This is how you rated us Customer assessments Overall result Assessment (1.8) corresponds to the weighted average value of the scores for the areas of activity. The weighting of the areas of activity (products, advice, service, claims, benefits, and communication) is calculated from statistical regression analyses. Their validity was confirmed by the Institute for Market-Oriented Corporate Management of the Ludwig Maximilian University Munich. The weighting refers to the relative explanatory strength of the respective area of activity for customer satisfaction. The areas of activity are incorporated into the overall result with the following weighting: Products 22 %, Advice 26 %, Service 13 %, Claims 14 %, Benefits 13 %, Communication 12 %. The overall opinion (2 3) corresponds to the surveyed overall customer satisfaction based on the question of “How satisfied are you overall with your insurance provided by Allianz?” without differentiating according to experiences. The group averages are depicted on a percentage-basis for the respective share of the customer satisfaction value. Products Level of agreement with the statement “Allianz provides first-class insurance products and solutions” based on a five-point scale: 1) Strongly agree, 2) Agree somewhat, 3) Agree in some respects, 4) Disagree somewhat, 5) Strongly disagree. To ensure consistent interpretation, the most commonly applied satisfaction scale was used for the presentation. Advice Response to the question: “How satisfied were you with your agent on the occasion of your last contact?” Service Contact-weighted average value of satisfaction questions after telephone contact and written contact with Allianz office staff: “How satisfied were you with the last telephone contact with Allianz office staff?” and “How satisfied are you with the last written contact with Allianz office staff?” Claims Reply to the question: “How satisfied are you overall with the last claims settlement?” Benefits Reply to the question: “How satisfied are you overall with the last benefits settlement?” Communication Level of agreement with the statement “Allianz letters and documents are worded in an understandable way” based on a five-point scale: 1) Strongly agree, 2) Agree somewhat, 3) Agree in some respects, 4) Disagree somewhat, 5) Strongly disagree. To ensure consistent interpretation, the most commonly applied satisfaction scale was used for the presentation. Customers’ Rating – Principles & Values To ensure consistent interpretation, the most commonly used satisfaction scale was applied for the presentation. The score awarded to the values is the average of the customer feedback on the following bulleted statements based on a five-point scale. 1) Strongly agree, 2) Agree somewhat, 3) Agree in some respects, 4) Disagree somewhat, 5) Strongly disagree. Variations from 100 % are caused by rounding. Allianz: Result for the customer 2014 Competence The agents’ knowledge is so thorough that they can also answer special insurance-related questions. Employees from the Claims/ Benefits Department can answer special questions regarding the respective case. I can count on the information provided by the agent. Transparency The agent explains difficult circumstances in an understandable way. The claim/record/submission forms were understandable and easy to complete. The office staff explain difficult circumstances in relation to the insurance in an understandable manner. The policy and policy documents explain in an understandable way what is and is not insured. Allianz letters and documents are worded in an understandable manner. Commitment The agent deals with my concerns in a committed manner. The staff in the Claims/Benefits Department deal with my concerns in a committed manner. The consultant deals with my concerns in a committed manner. The agent takes time and listens. I am able to rely on information from the agent in relation to the insurance. The office staff took t me and made an effort to understand my concerns. The office staff explain difficult circumstances in an understandable manner. I am able to rely on information from the Claims/Benefits Department. Speed The agent reacts quickly if I have a question or concern. Staff in the Claims/Benefits Department process my concern quickly. The office staff process my concern quickly. Fairness The insurance company fosters customer relations based on partnership and fairness. Different method used prior to 2012: the survey was based on a four-point scale with the response options “Completely correct”, “Somewhat correct”, “Somewhat incorrect”, “Completely incorrect”. (Source: Service Value; Benchmark study in relation to the competition: Sustainable customer focus in insurance; survey year 2011). For comparability purposes, this translates as scores 1, 2, 4, and 5. II. Further details in the individual chapters Ch. 1 - In focus: Digital Allianz p. 14–17: Emperor, not just king. Airbnb information: Format Magazin, Issue 44/2014, p. 25, Interview with IT consultant Karl-Heinz Land; as well as airbnb.de – Michael E. Porter: “How smart products are changing the competition”. In: Harvard Business Manager 12/2014 – Facts: Source: “Deutschland Digital”, ARD/ZDF Online study 2014, www.ard-zdf-onlinestudie.de p. 27: Every customer gets their digital Allianz. Computerbild test result: Computerbild 25/2014, “Versicherungsportale im Test” (Testing the insurance portals). See: www.computerbild.de, article dated Nov. 14, 2014. Eight online portals were tested. The test winner in 1st place: www.allianz.de. p. 33: Our hacker at work. Facts. Victims of cyber-crime through external attacks (source: “IT Security Risks Survey 2014,” Kapersky Lab, media.kaspersky.com/en/IT_Security_Risks_Survey_2014_ Global_report.pdf). Damage caused by cyber-crime (Source: BKA, "Bundeslagebild (Federal Situation Survey) Cybercrime 2013", PDF at www.bka.de). Virtual Client Computing (Source: Stephan Gerhager). Ch. 2 - Allianz products and what they mean to you p. 41: What’s new: APKV premium adjustments compared to the market: Reference 230 from BaFin statistics 2005 to 2014. – p. 41: What’s new: Assekurata, “Company rating” A+, very good, first rating on Jan. 20, 2014; the certificate’s validity extended by follow-on rating in January 2015; details at www. assekurata.de/ratings/unternehmensratings. Morgen & Morgen,“M&M Rating KV-Unternehmen (M&M Rating Health Insurance Companies)”: Financial statements from 2009 to 2013, APKV balance sheet strength; Result: 5 out of 5 stars, associ- ated certificate valid up to and including Aug. 20, 2015; details under www.morgenundmorgen.com/analysen/ratings. p. 42: Papers upon papers. Product profiles and subject-specific brochures about www.allianz.de. p. 44: Company pension plan? Now’s the time! Percentage of company retirement pensions out of total contributions 2013 – Source: aba – Arbeitsgemeinschaft für betriebliche Altersversorgung e. V : “Leistungen der bAV” (bAV benefits) at www.aba-online. de/leistungen-der-bav.html as wells as calculations performed by Prof. Thomas Dommermuth. p. 45: TNS Infratest social research: “Verbreitung der Altersvorsorge 2011” (the diffusion of pension plans 2011), Research report 430, December 2012, Study on behalf of the Federal Ministry for Labor and Social Affairs, conducted by TNS Infratest Sozialforschung, see fb-430-verbreitung-altersvorsorge.pdf at www.bmas.de. Meinung Arbeitnehmer und Arbeitgeber zu bAV (Opinions of employees and employers regarding bAV): Gruner+Jahr- Study “bAV – die unbekannte Größe” (bAV – the unknown variable) from the series entitled “FTD- Executive Research,” 2011. Increas ng significance of the bAV: “KPMG Pension Survey 2009/2010,” KPMG AG Wirtschaftsprüfungsgesellschaft, 2010. p. 46–48: Life insurance – has everything changed? Lebensversicherungsreformgesetz (life insurance reform law). See: 2014-08-06-Lebensversicherungsreformgesetz.pdf at www. bundesfinanzministerium.de. Ch. 3 - In dialogue with you p. 50–51: Feedback day with the Protzek family: details about mystery shopping: internal surveys. p. 54: Expert advice has its value – and price. Challenging fee-based consulting according to a study: ServiceRating GmbH. p. 57: When th ngs get tricky. Information about specialists: internal surveys. p. 67–68: Your complaints – our incentive. Number of complaints implemented or in the process of being implemented; processing time complaints: internal survey; source: see 2014 Complaint Report, Graph 4.1.1. p. 70: We get a little better every day. Diagram: “Number of complaints filed with BaFin and the Ombudsman”; source: see p. 109. Ch. 4 - We’re there when you need us p 73: What’s happening, when, and what it means. Facts: internal survey. p. 74–77: In your interest. A study conducted by the GDV: see www.gdv.de/versicherungsbetrug. Ch. 5 - This is how you rated us 1. Systematic customer focus p. 86: Infographic of an internal evaluation: number of private A lianz customers, including bank customers: a private customer is a designated person who has a contract with Allianz that it negotiated on its own or had negotiated on its behalf, and that is premium-related. 2. Evaluation and rating by customers see I. Customer satisfaction. 3 Background information and details 3.1 Products 3.1.2Selected company and product ratings. Sources for the ratings and tests that we quoted from are listed below. In doing so, we provide the number of ratings/test results that are the same or better in relation to Allianz. Legend Company ratings: Franke und Bornberg: FFF: Outstanding, FF+: Very good, FF: Good, FF–: Satisfactory, F+: Still satisfactory, F: Adequate, F–: Weak, F––: Very weak. map-report, m-rating (long-term perspective/at least 30 years on the market): mmm: for outstanding performance over the long term, mm: for very good performance over the long term, m: for good performance over the long term, m–: for satisfactory performance over the long term. Morgen & Morgen rating: 5 stars: Excellent, 4 stars: Very good, 3 stars: Average, 2 stars: Weak, 1 star: Very weak. Morgen & Morgen stress test: 3 points: Excellent, 2 points: Very good, 1 point: Passed, 0 points: Critical. Institut für Vorsorge und Finanzplanung (Institute for Pensions and Financial Planning): 5 stars: Excellent, 4 stars: Very good, 3 stars: Good. Company ratings – Life insurance: Allianz Lebensversicherungs-AG Institut für Vorsorge und Finanzplanung, “LV-Rating Unternehmensqualität 2014” (Life insurance rating, corporate quality), 11/2014 Excellent (1.1) – 71 surveyed companies, 3 companies with top score (1.1) excellent; details at www.ivfp.de under Rating > Company rat ng > Life insurance rating. map-report, “m-rating”, 08/2014, Heft 867-868: mmm – excellent: 58 surveyed companies, seven companies with top rating of mmm; details at www.versicherungsjournal.de/map-report. Morgen & Morgen, “M&M Rating LV-Unternehmen”, (10/2014) 5 stars – financial statements from 2009 to 2013, 68 companies rated, of which 7 companies received a top score of 5 stars; details at www.morgenundmorgen.com/analysen/ratings. Morgen & Morgen, “M&M stress test”, (10/2014) Excellent – 76 companies surveyed, 36 received the top score of “exce lent”; deta ls at www.morgenundmorgen.com/analysen/tests. Company ratings – Health insurance: Allianz Private Krankenversicherungs-AG Assekurata, “Company rating” A+, very good, first rated on Jan. 20, 2014, validity of certificate extended by follow-on rating in January 2015; details at www.assekurata.de/ratings/ unternehmensratings. Deutsches Finanz-Service Institut GmbH (DFSI), Oct. 28, 2014 Deutsches Finanz-Service Institut GmbH (DFSI), Oct. 28, 2014: DFSI study 2014/15. Company quality of private health insurance companies. 1st place, AA+, very good (1.2): Allianz Private Krankenversicherungs-AG, 1st place out of 26 rated companies. Rating valid until 10/2015. In DFSI’s current study on the company quality of the private health insurance providers, the three sub-areas of substance, product quality, and service are analyzed and aggregated with a weighting of 40% / 40% / 20% into a quality rating. In each of these, Allianz Private Krankenversicherungs-AG achieved the following: Substance: 1st place: AA+, very good (1.2), Product quality: 1st place: AA+, very good (1.1), and Service: 1st place: AA+, very good (1.2). Associated certificates valid until the end of October 2015; details at www.dfsi-institut.de and www dfsi-ratings.de/rat ngs.php. Focus Money, Issue May 21, 2014 (No. 22/2014) “Best financial strength,” 1st place, associated certificate valid up to and including May 21, 2015 or until new results are available. Morgen & Morgen, “M&M Rating: Health Insurance Companies,” 08/2014 Financial statements from 2009 to 2013, APKV balance sheet strength; Result: 5 out of 5 stars; associated certificate valid up to and including Aug. 20, 2015; details at www.morgenundmorgen.com/analysen/ratings. Company ratings – Property insurance: Allianz Versicherungs-AG Standard & Poor’s, “Financial Security,” 10/2012 AA, excellent, details at www.standardandpoors.com; search term: “Allianz Versicherungs AG”. Free registration and log-in required to access additional information about the rating process and results. A.M. Best: “Financial strength,” 07/2013 A+ confirmed; details at www.ambest.com, search term: “Allianz Versicherungs-Aktiengesellschaft”. Free registration and log-in required to access additional information about the rating process and results. Award: Digitaler Leuchtturm Versicherung (Digital beacon insurance company) 2014 Allianz Deutschland AG takes 1st place in the category of “Integration of online and offline channels.” Application was based on the online “MeinAuto digital+” product family. Organizer: Süddeutsche Verlag Veranstaltungen GmbH in partnership with Google and Süddeutsche Zeitung. AktiMed Plus 90 P Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan AktiMed Plus 90 P Komfortschutz: overall score 1.4 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. PrivatRente Invest Franke und Bornberg,“Unit-linked pension insurance”: FFF – no cut-off date but uses a dynamic rat ng that is continually updated; details at: www.franke-bornberg.de/ratings. AktiMed Plus 90 P/AktiMed WechselOption Focus Money, issue dated Sept. 24, (No. 40/2014), test winner “Best health insurance”, associated certificate valid up to and including Sept. 25, 2015. Handelsblatt, issue dated Apr. 16, 2014, Best private health insurance rates: tested: 27 private health insurance rate plans; standard coverage: AktiMed Plus 90 P/AktiMed WechselOption, very good (86/100 points), associated certificate valid up to and including May 21, 2015. Franke und Bornberg, Rating 10/2013, Product: 01/2013: AktiMed Plus 90 P/AktiMed WechselOption: excellent (FFF), valid until new results are on hand, except if there are product changes. See www. franke-bornberg.de/ratings. PrivatRente Invest alpha-Balance Focus Money, Issue 41/2014: 1st place – 15 rate plans (1st place twice, 1st to 13th place); Allianz 1st place, score 1.65). Institut für Vorsorge und Finanzplanung “Defined contribution plan with minimum benefits”: Excellent – 17 rate plans, of which two received 1st place; details at: www.ivfp.de under “Ratings.” AktiMed Plus 100 Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan AktiMed Plus 100 Komfortschutz: overall score 1 3 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. RiesterRente Invest alpha-Balance Franke und Bornberg: no cut-off date but uses a dynamic rating that is continually updated; details at: www.franke-bornberg.de/ratings. Ärzte Plus 100 Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan Ärzte Plus 100 Komfortschutz: overall score 1.4 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. Product ratings Allianz: Life BasisRente Klassik Franke und Bornberg, “Conventional pension insurance”: FFF – no cut-off date but uses a dynamic rating that is continually updated; details at: www.franke-bornberg.de/ratings. PrivatRente Klassik Institut für Vorsorge und Finanzplanung: Excellent – 20 rate plans, of which 1st and 2nd place once each, 1st to 8th place; details at: www.ivfp. de under “Ratings”. “Perspektive” product line Morgen & Morgen, Versicherungsmagazin 11/2014: “Gold” innovation prize given by Assekuranz in the “Pension plan” category; 37 products entered, of which seven received awards. Euro/Euro am Sonntag/Börse Online, see Euro 03/14, Finanzen Verlag. “Perspektive” product line, 1st place in the “Pension product of the year” category. BasisRente Perspektive Franke und Bornberg, “Conventional pension insurance – special”: FFF – no cut-off date but uses a dynamic rating that is continually updated; details at: www.franke-bornberg.de/ratings. RiesterRente Perspektive Franke und Bornberg: FFF – no cut-off date but uses a dynamic rating that is continually updated; details at www.franke-bornberg.de/ratings. Indexselect Institut für Vorsorge und Finanzplanung: Excellent – award with a rating certificate; details at: www.ivfp.de under “Ratings”. PflegePolice Flexi: Institut für Vorsorge und Finanzplanung: Excellent – 74 rate plans, of which two placed 2nd, 1st and 5th place; details at: www.ivfp.de under “Ratings”. Additional disability insurance: Franke und Bornberg, “BU Komfort”: no cut-off date but uses a dynamic rating that is continually updated; deta ls at: www.franke-bornberg de/ratings. Morgen & Morgen, “M&M Rating Disability” (04/2014): 5 stars for BU Invest Vorsorge Plus – 77 rated companies, of which 44 received 5 stars in the overall score; details at www.morgenundmorgen.com/analysen/ratings. Product ratings Allianz: Health AktiMed Plus 70 P Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan AktiMed Plus 70 P Komfortschutz: overall score 1.4 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. AktiMed Best S Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan AktiMed Best S Komfortschutz: overall score 1.2 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. AktiMed Best 90 Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan AktiMed Best 90 Topschutz: overall score 1.2 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. Franke und Bornberg, Rating 04/2014, Product 01/2013: top coverage private full health insurance, excellent (FFF), valid until new results are on hand, except if there are product changes. See www.franke-bornberg.de/ratings. AktiMed Plus 90 Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan AktiMed Plus 90 Komfortschutz: overall score 1 3 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. Ärzte Best 100 Rate plan analysis Assekurata Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan Ärzte Best 100 Topschutz: overall score 1 3 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. PflegetagegeldBest, PflegeBahrPlus und PflegeBahr Focus Money, issues from Aug. 13, 2014 (No. 34/2014), Jul. 30, 2014 (No. 32/2014) and Jul. 16, 2014 (No. 30/2014), triple winner “Best hospital daily allowance”, “Best care combination policy”, and “Best support-care policy”; associated certificates valid up to and including Aug. 13, 2014, Jul. 30, 2014 and Jul. 16, 2014 respectively or until new results are available. PflegetagegeldBest Rate plan analysis Assekurata, Jul. 1, 2014, examined were rate conditions, scope of benefits, and calculation basis, rate plan PflegetagegeldBest: overall score 1.3 (very good), associated certificate valid up to and including Jun. 30, 2016, if no other changes occur; see www.assekurata.de/tarifanalyse. AmbulantBest Focus Money, issue Aug. 20, 2014 (No. 35/2014): test winner – best additional health insurance, “Extended Coverage” category; associated certificate valid up to and including Aug. 20, 2014. KrankenhausPlus (two-bed rooms) Euro Magazin, issue 09/2014 (Finanzen Verlag): very good, 2nd place, associated certificate valid up to and including Aug. 27, 2015 or until new results are available. Auslandsreise-Krankenversicherung (travel health insurance) R 32: Finanztest, issue 06/2014, test winner, very good (score 0.9); being tested were 46 annual contracts for single individuals for applicable worldwide travel health insurance; associated certificate valid up to and including May 19, 2015. R 33: Finanztest, issue 06/2014, 2nd place, very good (score 1.1); being tested were 35 annual contracts for families for applicable worldwide travel health insurance; of these, seven were also rated “very good”; one rate plan achieved a better average score than 1.1; associated certificate valid up to and including May 19, 2015. Product ratings Allianz: Property insurance SicherheitPlus (household insurance) TÜV Saarland 11/2014: No. 2342, very good, voluntary review, see www.tuev-saar.net – query certificate number. SicherheitBest (private liability insurance) Finanztest 12/2014: very good (1.0). In the test were 235 family rate plans from 74 private liability insurance companies; 111 rate plans received a score of “very good”, of which 80 rate plans were rated “very good” (0.5 to 1 3). 6 rate plans were also rated “very good (1.0)”; 19 rate plans received a better average score. For additional information, go to www.test.de. SicherheitPlus (private liability insurance) Finanztest 12/2014: very good (1.2). In the test were 235 family rate plans from 74 private liability insurance companies; 111 rate plans received a score of “very good”, of which 80 rate plans were rated “very good” (0.5 to 1 3). 23 rate plans were also rated “very good (1.2)”; 39 rate plans received a better average score. Certificate valid until Nov. 23, 2015. For additional information, go to www.test.de. Privat-, Berufs-, Verkehrsschutz Plus Finanztest 12/2014: good (2.2). Being tested were 66 legal protection packages of 31 legal protection insurance companies. The score of “very good” was not given out; all in all 26 legal protection packages received a score of “good”. For additional information, go to www.test.de. 3.2 Advice 3.2.1Basis: Code of Practice for Insurance Distribution. See also: www.gdv.de/2013/10/verhaltenskodex-fuer-den-vertrieb/. 3.2 3Training: IHK pass rates 2011 to 2014: Berufsbildungswerk der Deutschen Versicherungswirtschaft (BWV) e. V.; Annual reports 2011/2014; 2014 Annual Report scheduled to be published: 08/2015; Allianz rate: internal evaluation by the Allianz Field Staff Academy. 3.2.4Mystery shopping: Mystery-shopping visits: internal evaluation. 3.3 3 3.1 Service Put on hold on the phone: internal analysis 2012 to 2014; only customer service calls that were picked up within the maximum wait time were counted. First 15 seconds (recorded message with greeting) not included in the count. 3.4 Claims 3.4.1Incurred losses in the reporting year: EUR 4 35 billion. Basis: 2.439 billion claims in 2014 in property and casualty insurance (not including insurance services for the automotive sector), internal evaluation. 3.4.2Service guarantee for comprehensive auto insurance: the service guarantee is subject to the following requirements being met: comprehensive claim settled after submitting all documents within five days; claim filed using AMIS or a direct call, payment made to the policy holder (no transfers/ payment instructions). The promise also applies equally to private and corporate customers. Taken into consideration were approximately 210,645 relevant comprehensive auto claims from the ABS Schaden system. Internal evaluation. 3.4.3Step 1: Time required from date of loss to creating the claim file: internal evaluation of comprehensive property and auto claims of private customers that were filed in 2014 (2013, 2012). 3.4.4Step 2: Time required from creating claim file to first payment: internal evaluation of comprehensive property and auto claims of private customers, whereby the first payment was made in 2014 (2013, 2012). 3.5 Benefits 3.5.1Reimbursement rate for health insurance claims: internal evaluation. 3.5.2Speed of reimbursement regarding health insurance: internal evaluation. 3.6 Communication 3.6.1Comprehensibility of the top 10 letters according to the Hohenheim index: computer-aided measurement of the ten most important letters per category (Property/Life/Health) based on the Hohenheim index (0 = incomprehensible, 20 = very comprehensible): internal evaluation. Information pertaining to the comprehensibility figures in the commentary by: Frank Brettschneider; Jan Kercher; Anikar M. Haseloff: “Verständliche Verwaltungskommunikation” (Comprehensible management communications) in: “Loseblattsammlung Kommunikationsmanagement” (loose-leaf booklet-style communications management) Dec. 2012, 7.38. 3.6.2 Online communication: internal evaluation. Ch. 5 This is how you rated us I. Customer satisfaction Unless mentioned otherwise, the primary source for all customer satisfaction values is the “Allianz Customer Satisfaction Survey” conducted by TNS Infratest continuously since 2006. It allows Allianz to survey approximately 30,000 people annually, of which half are Allianz customers. Unless specified otherwise, the customer satisfaction ratings are measured on a five-point scale: 1) completely satisfied, 2) very satisfied, 3) satisfied, 4) less satisfied, and 5) dissatisfied. 1.1Our measuring system for systematic customer focus: number of interviews, interview partners, and business transactions: TNS Infratest and internal surveys. 1.2Our approach for achieving a systematic customer focus. Number of surveyed individuals: TNS Infratest and internal surveys. 1.4.1How satisfied are you with Allianz? Information from customer feedback: internal evaluation of process-related customer satisfaction. 1.4.2Just satisfied is not good enough: further recommendations and graph with and without customer experience; Customer satisfaction and further recommendations: TNS Infratest. 1.4 3We neeed large-scale perfection: customer with actual processrelated experience and general opinion about Allianz: see sources and explanations I. Customer satisfaction. 4 Complaints report Evaluation cut-off date: Jan. 12, 2015 4.1.1/.2Number and frequency of complaints to BaFin and the Ombudsman: internal evaluation. BaFin: Figures may differ slightly compared to official BaFin statistics (can be viewed at www.bafin.de) due to different limits, such as dates; Ombudsman: contains only permissible complaints, i.e. compliance with the Ombudsman’s rules of procedure; industry figures are available at www.versicherungsombudsmann.de. 4.2Satisfaction with complaint-handling procedures: agreement with the statement “Allianz responded quickly to my complaint” (speed), “I feel that Allianz took my complaint seriously” (respect), and “I had the feeling that someone personally took care of my concern” (commitment) on a five-point scale: 1) completely satisfied, 2) very satisfied, 3) satisfied, 4) less satisfied, 5) dissatisfied. Internal evaluation. 4 3Average complaint-processing time: based on all complaints settled in 2014. Internal evaluation. 4.4Input channels and 4.5 Major causes of complaints and 4.6Complaint resolution: internal evaluation; based on all complaints recorded in 2014. Totals deviating from 100% may occur due to rounding. Reservation in relation to future predictions Where we make projections or express expectations, or make statements relating to the future, such statements may concern both known and unknown risks and uncertainties. As a result, the actual results and developments may differ significantly from the expectations and assumptions made. For other reasons not listed here, variations may arise as a result of changes to the general economic situation and the competition, in particular in core Allianz business fields and markets, as a result of acquisitions and the subsequent integration of companies, and also through restructuring. Variations may also arise owing to the extent and frequency of claims (for example, following natural disasters), the increase in claim costs, cancellation rates, death and sickness rates/trends, and in the field of banking and investment, through default by borrowers and other debtors. Developments in the financial markets (such as market fluctuations and loan defaults) and in exchange rates, and also national and international statutory changes, in particular in relation to tax provisions, may also have an effect. Terrorist attacks and their consequences may increase the likelihood and extent of such variations. The company accepts no liability for keeping such statements in relation to the future up to date. www.allianzdeutschland.de/kundenbericht SOURCES AND COMMENTS 117 116 KPMG on “Result for the Customer” The KPMG auditing firm performs the “Result for the customer” audit every year. Allianz is commited to the report’s professional nature and meeting its obligation to provide accurate information. the information disclosed in “Result for the customer” on cover pages 2, 3 and 6 as well as pages 93-97 and 119 matches the actual business increase in Allianz-specific results of the representative customer survey conducted by TNS Intratest in 2014, containing 35,072 appraisals, and whether the overall score thus results from the satisfaction ratings obtained. the areas of activity, namely Products, Advice, Claims, Benefits, Service and Communication, illustrated and evaluated in the “Result for the customer” correspond to the internally established customer-focus structure. The accuracy and completeness of the customer satisfaction and customer benefit data are subject to inherent limitations that stem from how the data was collected and compiled. Our Assurance Report should therefore be read in connection with the procedures used regarding the customer survey and satisfaction metrics. In addition, the statements contained in “Result for the customer” were made in the past and are subject to the unavoidable risk that the portrayal of customer focus conveyed according to the established criteria cannot be extrapolated to the future due to changed circumstances. the relevance of these areas of activity was documented to the customers’ satisfaction by internal regression analyses based on customer surveys among approximately 15,000 individuals, and whether these regression analyses were confirmed by an independent statistical review performed by the Ludwig-Maximilian University in Munich. Assessment Based upon the findings of the aforementioned audit procedures that were carried out, and taking into account the aforementioned particularities of the audit’s subject matter, we have come to the following conclusions: the information disclosed in “Result for the customer” on pages 86, 92 and 100-111 are in agreement with evaluations by complaint management and the customer’s internal evaluations. The figures published in “Result for the customer” 2014 on cover pages 2, 3 and 6 as well as pages 93-97 and 119 match the results of the customer survey conducted by TNS Intratest from January 14 to November 21, 2014. The overall score is calculated from the total satisfaction ratings for the individual areas of activity. Each of these aspects is evaluated on a five-point scale by customers who have had experiences with a given area. It contains the following comments: completely satisfied, very satisfied, satisfied, less satisfied, and dissatisfied. The points of the overall score are calculated from the average value of the respective points on the scale pertaining to the detailed questions mentioned. The overall score itself corresponds to the mean value of the scale. The areas of activity described and evaluated in “Result for the customer” correspond to the internally established structure of the customer focus program. The areas of activity were determined by means of internal regression analyses that are based on customer surveys of approximately 15,000 people. These calculations were confirmed by independent statistical reviews performed the Ludwig-Maximilian University in Munich in 2011. T he data published in “Result for the customer 2014” on pages 86, 92 and 100-111 matches the evaluations made by complaint management and the customer’s internal evaluations. Responsibility of the auditor Our mission is to perform a business audit, and based upon it, to provide a sufficiently reliable assessment whether the aforementioned audited areas can be rated as positive. We conducted our business audit according to the International Standard on Assurance Engagements 3000 (“Assurance Engagements Other Than Audits or Reviews of Historical Financial Information” (ISAE 3000)) as a “Reasonable Assurance Engagement.” Accordingly, the audit is to be planned and executed in such a manner that we can confirm with sufficient reliability after conducting a critical appraisal that the statements made in “Result for the customer” are relevant in regard to the aspects mentioned above. An audit of the aforementioned aspects of “Result for the customer” consists of performing audit procedures to obtain audit-based evidence so that an assessment of the statements made in “Result for the customer” can be made in regard to the aforementioned aspects. The audit procedures are selected at the auditor’s discretion. In conducting the audit of the aforementioned aspects of the “Result for the customer”, we carried out the following audit procedures among others: Comparison of the values provided in the mentioned pages of the customer survey to the results of the performed customer survey. Examination of the documentation and task procedures pertaining to the customer focus program. Munich, January 23, 2015 Dr. Frank Pfaffenzeller Auditor Rainer Pfaffenzeller Auditor Ch. 5 This is how you rated us Comparison of the figures listed on the mentioned pages in “Complaint report 2014” and “Background information and details” against the evaluations generated by complaint management and the customer’s internal evaluations. Responsibility of legal agents The Board of Management of Allianz Deutschland AG is responsible for preparing “Result for the customer” and establishing the criteria. Allianz: Result for the customer 2014 www.allianzdeutschland.de/kundenbericht Ch. 5 This is how you rated us KPMG on “Result for the customer” In a letter of instruction dated January 20, 2015, we were tasked to perform a business audit of the 2014 results for the customers of Allianz Deutschland AG (“Result for the customer”) to ascertain with sufficient certainty whether: MME--2012Z0 (03V) 0,1.3.15
