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1. Inpion Consulting, the Insurance IT specialist presents;
Online Customer Self-Service
2010. 3.
Notice : Proprietary and Confidential
This material is proprietary to Inpion Consulting. It contains trade secrets and confidential information which is solely the property of
Inpion Consulting. This material is solely for the Client’s internal use. This material shall not be used, reproduced, copied,
disclosed, transmitted, in whole or in part, without the express consent of Inpion Consulting.
Copyright ! 2009 InPion Consulting co., ltd.

2. Contents
Ⅰ. Solution Introduction
1. Conventional Customer Service Channel
2. Online Customer Self-Service Channel
3. Adoption & Impact on Online Customer
Self-Service Channel
4. Solution Introduction
5. Solution Features and Expected Benefits
Ⅱ. Company Introduction
1. History
2. Business Areas
3. Solution Line-up

3. Ⅰ. Solution Introduction
1. Conventional Customer Service Channel
2. Online Customer Self-Service Channel
3. Adoption & Impact on Online Customer
Self-Service Channel
4. Solution Introduction
5. Solution Features and Expected Benefits

4. 1. Conventional Customer Service Channel
Customer Service Channel?
How does your customer service is performed
after the insurance subscription?
Phone call to request a consultation + waiting
time + limitation on viewing
Direct visit + waiting time before
consultation + limitation on DB
available consultation time
Phone call to request a consultation +
waiting time + limitation on viewing
3

5. 2. Online Customer Self-Service Channel(1/3)
2.1 Online Financial Self-Services are Emerging
Did you know that online financial self-service channel
is growing fast?
Insurance company
(U.S. ING)
Insurance company
(U.S. Allstate) Bank
(U.S. Wells Fargo)
Securities
(Korea Samsung Securities) Securities
(U.S. E*TRADE)
Insurance company
Bank (Japan Nippon Life)
(U.K. HSBC)
Online Financial Self-Services are available
whenever, wherever you want : 24x7x365
4

6. 2. Online Customer Self-Service Channel(2/3)
2.2 Insurance Industry’s Increased Needs for Online Self-Service
• U.S. Allstate Insurance company is enhancing Online Self-Service
- In 2008, the number of customers who want to view their claim status online has
increased to 72% compared to 2007.
- Next Gen Self-Service providing 24-hour claimable function has launched. (08. 2009)
- In 2010, “click-to-talk”, “click-to-chat” service will be provided through smart phones.
• Increasing Sales of Life Insurance by Online Channels
- Online Sales is growing trend in developed market like U.S. and Japan,
due to great accessibility and easy updates.
- Sales rate via internet in U.S. has increased from 7% in 2006 to 15% in 2009 ( ※ See graphs below)
- In Japan, the rate in 2006 is 1.8%, which is still insufficient but was doubled from 0.8% of year 2003.
< The Growth of U.S. Online Sales Channel>
Internet usage increased
7% → 15%
Compared Etc
by years Internet
Work
Mail/Phone
Death Heath Long-term care Annuity Total Consultant
2009 2006
Mail/Phone <자료 : Limra, 2009>
■Consultant ■ Mail/Phone ■ Work ■ Internet ■ Etc
5

7. 2. Online Customer Self-Service Channel(3/3)
2.3 Expected Benefits from Adopting Online Self-Service
AS IS TO BE
Waiting for
Consultation
Waiting Time & Time Limit
for Consultation
Customer “Operating Call Center & its Agents”
Insurance
Customer
company
ISSUE
(Customer)
Limited Consultation Time, Wasted Visiting &
Waiting Time, Insufficient Information
(Company)
Increase on Workload and Operational Cost
6

8. 3. Adopting Status of Self-Service(1/4)
3.1 Online Customer Self-Service Development Phase
How Does Your Online Self-Service
is Being Offered?
Where Are you Now? Provides Various
Customer Service
Provides Simple
Information
Ready..
ü View/Change Current Status üChange Personal Information
ü Receive Benefit ü Certification
üAutomated Payment (Reservation)ü Serving Agent Information
üPolicy Loan
Online Self-Service can be expanded as time goes by
7

9. 3. Adopting Status of Self-Service (2/4)
3.2 Major Insurance Company’s Adoption Status
[ Samsung Life ] [ Allstate ] [日本生命 ]
Cyber Customer Center System Customer Care Center Dedicated Service
[ New York Life ] [第一生命 ]
Virtual Service Center Internet Service
[ Daehan Life ]
Internet Office
[ Kyobo Life ]
Cyber Office [明治安田生命 ]
[ Metlife ] eService
MYLINC
8

10. 3. Adopting Status of Self-Service (3/4)
3.3 Main Service List
Samsung Nippon Allstate New York Metlife
Services
(Korea) (Japan) (U.S.) Life(U.S.) (U.S.)
Comparing to major companies in
△ △ △
View/Change Contract Status O (Partially (Partially (Partially
△(View other countries, Korean offers the
Only)
Changeable) Changeable) Changeable
View/Change Automatic
widest variation of online service
O O O X X
Payment Details
View Contract Process Status O X X X X
View/
Change View Remittance Account/ U.S.
O X X X X
Payment History Korea
View Dormant Benefit O X X X X 5
Cooling Off O X X X X Japan 8 19
View/Change Personal
O O O O O
Information
△(View
View/Pay Premium O O O O
Only)
<Online Self-Service Deployment Status by Region>
Payment Additional Premium Payment O X X X X
Automatic Loan for Premium O X X X X Allstate (U.S.)
View Claim Process Status for
O X O X O Nippon Life (Japan)
an Accidental Benefit
Claim
Apply for/Reserve Automatic
O X X X X Samsung Life (Korea)
Payment
△
View/Receive Installment
O (Partially X X X
Benefit/Expiration Exceeds
Available)
Receive View/Receive Dividend O O X X X
Benefits
View/Receive Surrender
Value/Partial O X X X X
Withdrawal/Unpaid Balance
View/Apply for Policy Loan O O X O X
Apply for Policy Loan View/Change Payment Claim Receive Policy Loan
O X X X X
Policy Reservation Information Benefits
Loan Repay Policy Loan O O X X X
< Deployment Status by Self-Service Categories>
Redesign Loans with Lowest
O X X X X
Interest Rate
9

11. 3. Adopting Status of Self-Service (4/4)
3.4 Case Study : Samsung Life Insurance Company
[Samsung Life] Rapidly Deployed Online Services Compared to Any
Other Insurance company
- In 1998,
Offered Cyber Customer Service from its Homepage
- In 2001,
Building & Managing Full-fledged 24-hour Internet Service
- In 2002,
C.C.C. System Service Expended
- In 2004,
Developed Direct Insurance System(Online Insurance Sales System)
- In 2006,
Expanded & Restructured C.C.C. System and E-Banking System for
Enterprise Customer
- In 2007, Implemented Mobile Support System for Consultants
<Samsung’s Current Status of Online Self-Service>
2008
“180% Increase
compare to Year
2004”
2004
- 2008’s Online Financial Transaction Amount : 4.2 trillion won
(about 21% of Earning Premium)
- In 2008, 10% of Private Policy Loan (about 1.8 trillion won)
is occurred via online
: Number of Customers Increased from Easy-to-use Services
: Reduced Offline Workload
※ C.C.C. System : Cyber Customer Center System 10

12. 4. Solution Introduction(1/5)
4.1 Overview
Online Customer Self-Service
= Compilation of Know-Hows from Developing & Managing
Leading Insurance companies’ Online Services!
Data Data
• View/Change Contract Information
• Claim/Change Claim Information
• Apply for/View Policy Loan Adapter
Legacy
Online Service User Data Data System
(301)
Data
• Standard Layouts/Element
System Manager Management
• Site Layouts/Element
Management Standard
• Mapping Information Repository
Management
11

13. 4. Solution Introduction(2/5)
4.2 Cyber Customer Center System (C.C.C. System)
A System for Policyholder Providing Standardized Customer Service
• Easy Implementation & Maintenance
Cyber Customer Center System - Adapter Implementation/Adoption to connect to
Legacy Systems
Repository - Standardized Information Services in Solution
User Interface
- Link to Legacy System’s Information Services
Standard Standard
Web Layout Element
C.C.C.S Module
Controller
Site Site
• Customer-Centric User Interface
Service Layout Element - Providing UI following W3C standard
- Offering Optimized Customer Service Composition
Message Adapter Req. Visitor Res. Visitor (Based on various Insurance companies’ Self-Services)
Adapter
EJB Adapter Req. Visitor Res. Visitor
Main Screen UI Consolidated Customer Contract Detail Page UI
Information Page UI
12

14. 4. Solution Introduction(3/5)
4.3 Customization Tool
C.C.C. System Management Tool for Managers
Customization Tool • Connectivity Management between
C.C.C. System & Legacy System
Std. Layout Std. Layout Std. Element Mapping Mapping - Manages Solution’s Service Standard Information
Mg. Mg. Mg. Element Mg. Element Loop Mg. - Manages Legacy System’s Interface Information
- Manages Mapping between Standard
Site Layout Message Message EJB EJB Information and Legacy Information
Mg. Layout Mg. Element Mg. Layout Mg. Element Mg.
• Efficient Management Tool
Mapping Std. Layout/ Site Layout/ Element - Flexible Reaction is Available when Legacy
Mg. Element View Element View Mapping Mg.
System’s Interface Changes
- Requires minimal resources for adding &
Adapter Setting UI Setting Label Mg. User Mg. changing services
Standard Layouts/Element Site Layouts/Element Mapping Management Page UI
Management Page UI Management Page UI
※ C.C.C. System : Cyber Customer Center System
13

15. 4. Solution Introduction(4/5)
4.4 Verifier
Verification Tool for C.C.C. System Managers
• Ensure Reliability of Provided Data
- Enhanced Verification on Financial Information Offered via
Verifier Web
- Verification by comparing web data with legacy data
Test Data - Improve Verification Level by Flexible Management of Test
Test Suit Test Case Test Result
Mg. Cases
- Essential Verification will be Performed before the System’s
Simulation Web Simulation Adapter Simulation Launch Date.
Driver Driver Driver
• Sustainable Verification Management
Script Template Report Test Data
Mg. Mg. Repository
- Block Errors by scheduled checkup after the System’s Launch.
- Reduce workload with Automated Verification Process
Verifier Layout UI of Verification Result Report 14

16. 4. Solution Introduction(5/5)
4.5 Implementation Process
Just in 4 Months
to Complete Solution Setup
Solution Installation : 2 Days Legacy Information Label Setting : 2 Days
- Install & setup C.C.C. System Registration : 2 Weeks - Register Labels for Elements
- Install & setup Customizing Tool - Register Site Layouts
- Register Site Elements
Analysis & Design Test
1 Month 1 Month
UI Setup : 6 Days
- Edit Basic Images such as Logo, CI
Define Interface : 2 Weeks and etc.
Mapping Elements : 2 Weeks
- Define Site Layouts - Edit Information Phrases (Information
- Map Standard Elements
- Define Site Elements page, pop-ups, and etc.)
with Site Elements
※ Implementation schedule above is calculated for time needed to set C.C.C. System only.
(Additional time is needed if there is a need for building/changing customer’s infrastructure)
※ Schedule specified above may be changed when additional requirements is occurred. 15

17. 5. Solution Features and Expected Benefits(1/2)
5.1 Solution Features
• Verified for years: Offers Stable Management under Large
System Traffic of the Leading Insurance Companies
• Optimized for the Full Open Source-Based System
Verified Solution: Developed,
Deployed and Managed for Samsung Optimized to Operate with
Life Insurance Company’s System Redhat Based Solution
As-Is To-Be
Cyber Customer Center System Cyber Customer Center System
Verified
Verified WebLogic JBoss &
Optimized
Oracle DB(Oracle, MySQL, Ingres etc)
UNIX Linux (x86)
※ Samsung Life Insurance Company selected as the World’s 10 Respected Global Companies by the
Fortune Magazine and its online financial transaction in a year reaches 5 trillion won.
16

18. 5. Solution Features and Expected Benefits(2/2)
5.2 Expected Benefits from Adopting Solution
With Packaged Service Solution,
à Cost Reduction à Cost Reduction
• Down up to 60% of Initial Investment Cost • Reduce Total Cost up to 25%
- Service Planning and Design - 70%↓ when editing & deleting Services
: Substitution effect by 80%
- 20%↓ when registering New Service
- Systems Analysis / UI and service development
: Substitution effect by 50% - 20%↓ when Changing Interfaces
à Shorter Development Time
• Shorten Development time by 50%
: 4 Months to Complete Solution Setup
17

19. Ⅱ. Company Introduction
1. History
2. Business Areas
3. Insurance IT Solution Line-up

20. 1. History
Section Content Reference
Oct. 2001. Inpion Consulting co., ltd. established
Jul. 2002. System development research institute was founded.
Apr. 2003. Managed Samsung Life Insurance e-commerce development in addition
Organized policy document and history specialized management system, PCMS, was
Feb. 2004.
developed.
June. 2004. Business support system, SalesPlan, was developed. Samsung Life Insurance
Aug. 2005. Samsung Life Insurance website renewal project was launched. Samsung Life Insurance
The patent number :
Jul. 2005. The industry’s first carrier policy verifier, AVIA, was developed.
10-0888422
Feb. 2006. Dae-han Life Insurance multi-channel integration project was launched. Daehan Life Insurance
Nov. 2007. Samsung Life Insurance FC-mobile project was launched. (Nov. ’07 ~ present) Samsung Life Insurance
Dec. 2007. SPICE Level 2.2 was achieved. ISO, KAPA
In process of co-patent with
Mar. 2008. The industry’s first remote accessed client consulting system, D-connect, was developed. Samsung Life Insurance
company
Aug. 2008. Research institute was permitted by KOITA. KOITA
Nov. 2008. New paradigm of subscription, e-subscription system, ESS, was developed. Samsung Life Insurance
In process of co-patent with
Nov. 2008. Secure transfer management of customer information system, CIDS, was developed. Samsung Life Insurance
company
Dec. 2008. SPICE Level3 was achieved. ISO, KAPA
Feb. 2009 TPMS (Testing Process Management System) was developed W/ STA
Authentication for small and medium enterprises with innovative technology (INNO-BIZ) was
June. 2009. INNOBIZ
achieved (A grade)
Dec. 2009. A Member of SKTelecom Business Partner (BP) SKTelecom
Feb. 2010. Intranet Solution Dev. For Android Platform MCNC
Feb. 2010. SKTelecom Android Application competition SKTelecom
19

21. 2. Business Areas
Inpion Consulting Performed SI Project for Financial Companies
which Requires High Reliability,
and Provided Stable Service Management & Specialized Solution
§ BA, TA Consulting
§ Develop ITSM Process & Provide SM Service
§ Build Optimized System for Financial Companies
§ Management Staffs with ITIL Qualification S.I § SPICE Level 3 Achieved
S.M
Business Mobile
Areas
§ Develop Smartphone Applications
- iPhone, Android, WM
§ Develop Mobile Gateway Server Solution
Solution Security
§ Provide Solution Packages
§ Develop Client-Customized Solution
§ Offer Security Infrastructure Service with Samsung
Group’s On-Line Security Service Level
§ BS 7799, ISO 20000 Authentication Achieved
20

22. 3. Insurance IT Solution Line-up(1/2)
With Years of Experience in Developing and Maintaining
Insurance IT System,
Inpion Consulting Provides Specialized Services and Systems for
Financial Companies
SalesPlan Suite Solution D-Connect Solution
(Direct Connect System)
New Paradigm for Front CRM! We
enhance your sales activity by our Get in contact with Your Customer
powerful support functions. anytime, anywhere.
It caters to your needs of sales- By overcoming the barriers of time &
current customer status management, space, better customer satisfaction can
customized e-mail & SMS, sales be expected through remote support.
statistical data.
AVIA Solution ESS Solution
(Automatic Verifier for Insurance Application) (Electronic Subscription System)
Automated Financial IT Product Faster & Easier Insurance Subscription!
Verification Solution. Non-stop electronic subscribing system
The solution reduces time and cost for - Scans subscription forms from off-line.
product verification. The industry’s first - Verifies subscription and put additional
automated testing solution for insurance information on-line
product planning and subscription. - Replaces hand-written signature with
electronic certification.
21

23. 3. Insurance IT Solution Line-up(2/2)
With Years of Experience in Developing and Maintaining
Insurance IT System,
Inpion Consulting Provides Specialized Services and Systems for
Financial Companies
CIDS Solution PCMS Solution
(Insurance Policy Conditions Management System)
(Customer Information DRM System)
Customized Product Document
Upgrading the Level of Customer
Management System for
Information to Your Satisfaction!
Insurance/Financial Providers.
Security is now a must, not an optional.
Registers important documents such as
- Provides supervision function when
policy/loan statement, and keeps record of
you share customer information with
other companies the history. Make your asset of documents
with PCMS.
- Send/receive customer information safely
- Protects from cracking and illegal exportation
ACCM Solution IPFS Solution
(Automated Customer Center Machine) (Insurance Product Factory System)
Increasing operating expense for New concept of product development
offline customer centers and process management system.
customer service needs!
By standardizing, modularizing, layering
Solve these problems at once, product design, implementation process
with our innovative remote office – from Product Design >
system = ACCM Solution Development > Test > to Release – will
gain more speed and higher stability.
22

24. For further information,
Please contact Inpion Consulting;
Soo-Yeol Yang, Chief Research Engineer
82+2-2022-5770
java@inpion.com