Analyze and enhance customer experience using mobile technologies and data analysis

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Tsukasa MakinoManager IT Planning Department & Corporate Planning Department,

Tokio Marine & Nichido Fire Insurance Co., Ltd.Visiting Professor at Tsukuba and Kyushu University

Analyze and enhance customer experience using mobile technologies and data analysis

©Tokio Marine & Nichido

First of all..

• Our deepest condolences and sympathies for those lost or suffered in the Great East Japan Earthquake

• Our sincere appreciation for the best wishes, donations, rescue operations and assistances from all over the world

©Tokio Marine & Nichido 3

Death: 16,103

Missing : 4,746

Completely Destroyed houses: 110,826

Half Destroyed houses: 134,379

Partly Destroyed houses: 134,379

Fukushima Dai-ichiNuclear Plants(30km)

Epicenter

225km

Tokyo

Kyoto

As of 2011-07-28 15:00

Overview of the Great East Japan Earthquake


Large earthquake insurance payments in the past

Source: Japan Earthquake Re-iInsurance

Area Date

East Japan 2011/3/11 758,209

1 Hanshin Awaji 1995/1/17 78,300

2 Hiroshima-Ehime 2001/3/24 16,900

3 Fukuoka 2005/3/20 16,900

4 Niigata 2004/10/23 14,900

5 Niigata 2007/7/16 8,200

6 Fukuoka 2005/4/20 6,400

7 Hokkaido(Tokachi) 2003/9/26 6,000

8 Iwate-Miyagi 2008/6/14 5,400

9 Shizuoka 2009/8/11 4,500

10 Iwate-Miyagi 2008/7/24 3,900

Claims Paid (million yen)


Tokio Marine & Nichido’s support for the disaster area

• 8,800 in accumulation TMNF employees were assigned to Tohoku area as support staff from the branches across Japan.

• Additional 1,800 terminals were deployed for support staff.• 190 terminals were delivered to the agencies who lost their

terminals in the earthquake and tsunami.• Three “Mobile Office” equipped with agency terminals and

wireless modems to help agencies continue their business.• Vehicles, gasoline, oil and countless materials were sent.


Technologies and BPR helped us a lot

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Thin Client

Mobile

Standardization

Paperless

Cashless

Video Conference


Appreciation from customers and agencies

• We were motivated by receiving a lot of “thank you” voices and mails from our customers and agencies for our quick actions and warm-hearted help.

• We leaned that even if the customer’s policy doesn’t cover the loss and we couldn’t pay claims, customers will appreciate if we hear their voice sincerely with sympathy.


What we could have done differently

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Less paper!

More simple and flexible system operation

More telework

Mobile devices

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IT for DisasterPreventionSupportRecovery


Safety system for “Shinkansen “(Bullet Train)

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All trains stopped automatically before the seismic wave reached to them.

No trains were damaged or derailed, and no injuries.

The railroads suffered severe damages.

I I I I III I I I I I I III I


Earthquake Early Warning System

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Earthquake Warning!

Give the warning automatically several seconds before the seismic wave comes to site.

Earthquake Warning!

The Meteorological

Agency


Road recovery map

Gather driving record data from car navigation systems and plot on the map. This shows which road has recovered.

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Mobile Technologies: Providing a New Customer Experience


About Tokio Marine & Nichido

3) Distribution System

HQBranch(125)

Branch(435)

Agencies（46,932)

Independent CarDealer

Tokio Marine & Nichido

Post office

Etc..

• Automobile• Superinsurance（Non-life+Life）• Homeowners• Injury, Sickness• Travel, Leisure

• Kid’s• Saving Type• 401k• Mutual Fund• Life

�Established in 1879 (131 years old)

�Total Assets：US$87 Billion�Net Premium Written：US$16 Billion�Employees: Domestic:17,000, Overseas:16,000 （As of Aug.2010 1$=90Yen)

Bank

1) Profile

2) Product Lines


Today’s Topics

• Changes in environment• How to be innovative• Insurance distributed by mobile phone

� Sales Analysis� New products

• Technology Background and the Future

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Changes in competition environment

Competition within insurance industry took place in the closed arena, where size was the dominant power.

Traditional insurance companies

New entrants

Competition with new entrants might take quite different shape


e-Ticket

Active Poster

Reader

FingerprintRecognition.

e-Wallete-Pass

Golf Swing

Analysis

Car Navigation Karaoke withskill rating

Giga-pixelCamera

Train Timetable

FaceRecognition.

Travel Insurance

Mobile Phone Technology & Serviceusing mobile phones, you can do almost anything

QR codeReader

FaceResemblance

Check

DigitalTV

Earthquake early warning

Fishing game

GolfInsurance

Credit card

ExerciseAnalysis

Sports &LeisureInsurance

Location aware

coupon


SALE

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People carry mobile phones anytime, anywhere(Mobile phone as a sensor)

Commuter train

Station

Jogging

Home

Supermarket Shopping

Restaurant

Office

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How to be innovativeUnleash your mind


Eye dropsEar pick

（（（（Example ））））

Auto focus

News, Stock priceTimetable

Auto translator（Voice or Caption)

e-Mai readerSmiley

Digital camera/ Movie

Train pass,Electronic Money

Movie/music player, TV

Auto sunglass

GPSnavigation

Pulse, Temperature, Blood Pleasure

monitor

Mobilephone

Iris identification

Eyeglass: What functions would you like to implement?

Forget the Technical restrictions, Common sense!, and Insurance


Eye dropsEar pick

（（（（Example ））））

Auto focus

News, Stock priceTimetable

Auto translator（Voice or Caption)

e-Mail readerSmiley

；；；；

Digital camera/ Movie

Train pass,Electronic Money

Movie/music player, TV

Auto sunglass

GPSnavigation

Pulse, Temperature, Blood Pressure

monitor

Mobilephone

Iris identification

Eyeglass– What functions would you like to implement?


Refiner(Analysis)

Advancer (Communication)

Executor(Materialize)

" Killer Ideas" not “Idea Killers”

Advancer ExecutorCreator Refiner

Ideas by Mr. Allen Fahden, Innovation Network

Creator(Innovation)

•Good at making ideas•Doesn’t like detailed work.

• Good at communication.• Spreads good ideas

within company and makes consensus.

• Good at analytical thinking. • Finds a lot of errors and

omissions within ideas.• Good at carrying

out the actual work

From Keynote Speech, ISO tech 2005Refiner Executor

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Insurance distributed by mobile phone(One Time Insurance )


docomo “One Time Insurance”

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Available whenever and wherever, just for the days you need insurance

From application to payment, all you need is your mobile phone

Automatic suggestion, when and where you are in need of insurance

Point １

Point ２

Point ３

Short term, affordable and easy-to-buy injury insurance distributed by mobile phones

On market since April, 2010


Provide innovative and competitive “High Quality Services” and chosen by customers.

Fusion of assets and know-how

Provide innovative services throughout alliance with business partners, using the advantages of mobile phone technology.

Comprehensive business alliance agreement

17 million customers 55 million customers

Provide mobile phones which support daily activity as an infrastructure

Provide insurance services which provide "relief and safety“ to the daily life

Make our society more confortable and convenient

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Products and conditions

Product Coverage（Economy Type) Premiums

Sports and Leisure

・Death & Residual disability・Hospital expense・Liability ・Rescuer's Expenses ・Baggage

¥3.25m¥4,500¥20m¥0¥0.1m

¥300(Two days One Night）

Golf

・Casualty・ Liability・ Golf Clubs・Hole in One

¥2m¥30m¥0.1m¥0.3


Domestic Travel

・ Death & Residual Disability・Hospital expense・ Liability・ Baggage

¥3.25m¥4,500¥20m¥0.1m


Overseas Travel

・ Loss of Life from Injury ・ Residual disability from injury・ Medical & Rescue Expenses・ Loss of Life from illness・ Liability・ Baggage

¥0¥0¥5m¥0¥10¥0.1m

¥980(One day～）


Overseas travel insurance

Travel Guide

for illustrative purposes only


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Ski insurance

for illustrative purposes only


Products and conditions

Product Coverage（Economy Type) Premiums

Sports and Leisure

・Death & Residual disability・Hospital expense・Liability ・Rescuer's Expenses ・Baggage

¥3.25m¥4,500¥20m¥0¥0.1m


Golf

・Casualty・ Liability・ Golf Clubs・Hole in One

¥2m¥30m¥0.1m¥0.3m


Domestic Travel

・ Death & Residual Disability・Hospital expense・ Liability・ Baggage

¥3.25m¥4,500¥20m¥0.1m


Overseas Travel

・ Loss of Life from Injury ・ Residual disability from injury・ Medical & Rescue Expenses・ Loss of Life from illness・ Liability・ Baggage

¥0¥0¥5m¥0¥10¥0.1m

¥980(One day～）


Golf Insurance (Hole in one coverage)

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Congratulations!

In Japan, if you made a “Hole-in-One”, you have to host a party to celebrate your accomplishment and give out commemorative gifts at YOUR OWN EXPENSE!($3,000～$5,000）


Application Process

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HOMESelect

ProductEnterPIN

ConfirmPersonal

Info

Declaration ConfirmApplication

End ofProcess

Example: Golf Insurance

InputPlaying date, Select Type

All you have to input is these three items!（（（（PIN, date of birth and playing date ））））


“Auto GPS” Function (Position-aware active recommendation)

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You’ve arrived at Narita Airport. Would you like me to arrange a travel insurance?

Golf insurance is available from Y300 a day!

Enjoy Skiing?Ski insurance covers injury, indemnity, damage or theft of your gear from Y300 a day

Good day!Please beware of heat attack.Insurance for protecting your day on the beach from ¥300


How it works

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To make sure the user is at the target location,mobile phone waits about 10 minutes before it displ ays the recommendation


How it works

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Mobile phone monitors the owner’s activities for one month and determines where to recommend insurance to its owner

©Tokio Marine & Nichido 37i

Issues solved by mobile devices: micro & mobile insurance

�Transaction�Time stamp�Location�Identification of insured�Authentication�Payment

for Sporadic, Simple and Short term insurance

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Sales Analysis


Sales Volume

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3.11Earthquake

Started selling atthe end of April

VacationSeason

Promotion


Peak time of application: Golf Insurance

Early Morning of the playing day

Late evening of the previous day

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Tweets about One-time Insurance

Hole-in-one expense is covered by Golf insurance. If you feel lucky today, consider it!

Looks nice for a short trip.

Nice idea!

Looks convenient. Hope the plans are easy to understand

You can buy insurance 24/7. It’s innovative!

Wow! Looks handy!! Amazing that an old traditional insurance company launches such an innovative product!

It’s nice to synchronize geographical position and insurance service.

This is good. Clear scope and easy operation.

Sounds fairly convenient. Anytime, anywhere concept


What we get from “One Time Insurance”

• Explored new needs for existing insurance products.

• Explored new insurance sales opportunity.• Got customers’ insurance purchase behavior

pattern data.• Established “Cool” and “Advanced” image for

both NTT docomo and Tokio Marine & Nichido.

New Products

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Medical Insurance

• Exclusive for NTT docomo “Premier Club” members.• Can be purchased via mobile phones.

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On the market from July 21, 2011


Medical Insurance: Plan and Premium

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Basic Three MajorDisease

Lady’s

Expense for injury, sickness

More coverage for cancer, apoplexy, acute M

More coverage for Lady’s specific diseases

Hospitalization(per day, max 60 days)

¥5,000 ¥5,000 Lady’s¥10,000Others¥5,000

Operation(according to the type of operation)

¥50,000 ¥100,000 ¥200,000

¥50,000 ¥100,000 ¥200,000

¥50,000 ¥100,000 ¥200,000

Advanced Medical - ¥3,050,000 ¥3,050,000

lump-sum for serious disease

- ¥1,000,000

Lady’s plastic surgery(according to the type of operation)

- ¥100,000¥200,000

Premium(monthly、starting from)

¥820～ ¥1,120～ ¥1,170～


Medical Insurance

• Grant 150 “docomo point※” a month (maximum) according to the daily workout and diet.

※Can be used to buy goods, repair services etc., (100point=¥100)

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Walk(5points/day)

Jog(5points/day)

Dietary Note(1point/day)

Walk more than 10,000 steps

Jog more than 30 minutes

Record daily diet more than two times a day

On the market from July 21, 2011


One day auto insurance

• ¥1000/day (incl. automobile physical damage)• ¥500/day (indemnity, driver/passenger injury)•

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• For those who don’t own a car and drive seldom by borrowing his/her friend’s or parent’s car.

• Can be purchased via mobile phones.• Grant maximum 20% discount for those who

switched to annual policy.

On the market from Oct, 2011

Plan Basic Automobile coverage

Premium ¥500/day ¥1,000/day

Liability (bodily injury and property)

Unlimited Unlimited

Driver/Passenger injury

¥10 million(lump-sum¥100,000)

¥10 million(lump-sum¥100,000)

Liability for borrowed car damage

- ¥3 million(¥50.000 deductible)


One day auto insurance background

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Young generation who has driver’s license and doesn’t own a car(16million)

Drive parents’ car frequently (and covered by parents’ auto insurance)(9million)

Drive parent’s or friend’s car once a month in average (7million)

Have an intention to own a car within a year(0.7million)

Market

Objectives• Cultivate auto insurance market in younger generation• Reduce the accident caused by non-insured cars.• Provide more opportunity to drive cars to younger generation


Support our customers’ daily lifeusing mobile technologies

Our Goal

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Technology Background and

the Future


Non-Web

Japanese national project “Information Grand Voyage”

Location Purchasehistory

Audiovisual Healthcare

Next generation search & analysis engine

Info-Plosion

Innovation & new value creation

Web

Websites

Blogs, SNS Databases

Pictures,Movies,Music

::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::

Initiated by METI (Ministry of Economy, Trade and Industry)


Sensor Network

SNS as sensorsBody sensors

Road sensors

Automobile sensors

Mobile phonesas sensorsField sensors


More detailed data may change auto insurance rating

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Age

Age

Violation record

Mileage

Claims Record

Gender

Purpose of vehicle

Vehicle type

Vehicle type

Area

ABS/Airbag

Low emission

AccurateMileage

Speed

Hour/day

AccelerationDeceleration

Ordinaryinsurance

RisksegmentedInsurance

Activity based insurance(Pay as you Drive)


More detailed data may enablefast, fair and objective claims settlement

Engine rev

Speed

Brakes

Airbag

Drive recorders

Ordinaryinvestigation

Gravity Seat belt

-----------------------------------------------------------------------------------------------------------------------------

On-site investigation after the accident

Real-time recording by camera and black-box


More detailed data may change life insurance rating

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Heart rate

Blood pressure

Miles run or walked

Weight

RisksegmentedInsurance

Ordinaryinsurance

Age

Fitness

Gender

SmokingHabit

Age

Gender

Activity based insurance(Pay as you live)

Blood-sugar level


Structured Data

We have been dealing with very limited information

Claimsform

Feedbackform

ApplicationForm

MarketResearch

Marketing

Underwriting/Rating

How thecustomer

drives

Claims

How the accidenthappened

Filter & Convert

How is the customer’s health

condition

Real Information

Karte

What the customer wants/

thinks/ feels


We have to deal with real and huge information to create valueMarketing

Underwriting/Rating

How thecustomer

drives

Claims

How is the customer’s health

condition

What the customer wants/

thinks/ feels

Real Information

Analyze&Create Value

Heart rate

Blood pressure

Miles run or walked

Weight

AccurateMileage

Speed

Hour/day

AccelerationDeceleration

Engine

Speed

Brakes

Airbag

Gravity Seatbelt

Blogs

TwitterAmazon

YouTube Mixi

Facebook

What the customer is doing

How the accidenthappened

SALE


AnythingAnytimeAnyplace

Any amount

Partnershipbeyond imagination

How to be “Selected” among the “cloud”

Breathtaking business model

Emancipation of“Digital Slaves”

Geological position, schedule, contacts, music, shopping record,

train pass, airline tickets…everything

“Just now, just for you, just here” information

Sensors on human bodies

Sensors in automobiles

Sensors in mountains, rivers

and lakes

Sensors in town

Emancipation of“Corporate Slaves”

“We” are smarter than “Me”

“Crowd beats many professional talents

Exchange value without money

Revest of individual power Collaboration beyond

the barriers of companies and organizations

Sensor Network Crowdsourcing

Cloud Computing Mobile Device

Far powerful thanThe “CLAY-1”

We are smarterthan me

Change the world

Overwelming power

“Unleash the talents of individuals

Information 33 times larger than that of the web world

iPad2!

Social Network

Smart Technologies

Smart Grid

Smart Share

Smart City

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Thank You!

Date post:	24-Jun-2015
Category:	Business
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Analyze and enhance customer experience using mobile technologies and data analysis

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