Customer service can happen both in-store and online. So how can credit unions make the most out of their e-commerce opportunities? In order to use the digital world as a source of revenue, credit unions should equip their website with online services their members would expect from their credit union. In this presentation, we explore ways credit unions can make the most out of this opportunity and how these efforts can drive measurable results for the consumer and the credit union. For more info: www.nafcu.org/insuritas

1. Fee Income
Time to Get Serious
July 2012

2. Host
Jeffrey Chesky
• President & CEO -
Insuritas
• Founder, BIS/Insuritas
• Contact Information
• jchesky@insuritas.com
• 860.653.1134

3. AGENDA
• What’s the goal of your CU web site?
• What your members want vs. what you offer
• Your Web Portal is a sleeping sales
machine.
• What is the ‘Insurance Aisle’ teaching us?
• What you want to be working on now.

4. Some Definitions
• Web Portal vs. Web Site
• E-Commerce
• SEO
• Enterprise Solution – Incremental Solution
• ‘Aisle in your Store and on the Web’
• Credit Union Driven Integration
• Shopping Cart
• Anything Else?
• Single Check-Out

5. Why we know what we know
• Run insurance agencies for over 40 financial institutions
nationally – Avg. $1.8 billion assets, total 4.3 million
Consumer & 235,000 Commercial accounts
• Our Credit Union partners do not have insurance agents
anywhere in market
• We do no prospecting – no marketing – no cold calling –
Credit Union generates ALL shoppers
• CU employees are not allowed to earn reward or cross-
selling fees
• Process over 5,000 member auto/home quotes each month
• Member’s put additional products in ‘their’ shopping cart
• Web Portals are Sales Engines!

6. Agenda
 Market Overview
 Fee Income – Serious at Last
 Web Portal
 Ecommerce – Really!
 Radical Ideas

7. A Convergence of Events
Banks Lost $3.6 Billion in
Overdraft Revenue in 2011 Between 2010 and 2020, the
number of agencies below
$2.5mm will decrease by 28.6%.
Number of U.S. Online Banking Customers
Continues to Grow Despite Challenging
Financial Environment
Quote, Compare & Buy Online

8. The Store is Changing
Wells Fargo's Stumpf Eyes Insurance
Pick-Ups
MAY 31, 2012 4:26pm ET
Wells Fargo (WFC) continues to eye acquisitions of niche
businesses.
Chief Executive John Stumpf said during an investor conference in New York
Thursday that the bank is in the market to buy insurance companies. A key reason:
Wells is one of the largest originators of mortgages and used-car loans and
that those borrowers all need insurance, he said.
"I love the insurance distribution business," he said at the Sanford C. Bernstein
conference.

9. ‘I want it all about me’ … your member
Source: Voice of the Personal Lines Insurance Consumer Surveys, Deloitte Research, 2011

10. Really…
80% +
Source: Voice of the Personal Lines Insurance Consumer Surveys, Deloitte Research, 2011

11. Fee Income @ Work
• Shop, Compare…
• Now… Buy On Line
• LoanINSURE®
• Online Chat
• CSR 24
• Shopping Cart
• Increase ‘Look to Book Rates’
• Reduce Acquisition Costs

12. Your Insurance Quotes in Minutes
Shop, Compare…

13. First In Nation
‘Your Member
First… and its about
time’

14. Shop, Compare, Buy
On Jan 28, 2012, at 11:48 AM, FairWinds Credit Union Agency wrote:
1/28/2012
Dear Jason Breaker,
Thank you for choosing Fairwinds for your insurance needs.
We have received your payment of $557.60.
Your insurance ID cards will be e- mailed to you shortly, and within the next 1 -2 weeks you will
be mailed a copy of your insurance application, finance agreement (if applicable), declaration
page, and an additional copy of your ID cards.

15. Quantum Agency Platform®
Collapsing the Price Offering Time-line – Converting Data to Fee Income
Borrower Data

16. 12:03 am… Batch Files Arrive – Loan App & Appraisal
12:15 am… Quoted, Priced and Ready for Delivery
Borrower
Data

17. Quantum Agency Platform ®
Instant Auto Quotes
Borrower Data

18. The Results…
Data – Fee Income
LoanINSURE®

19. Live Chat –
Fee Income Accelerator

20. CSR 24 ®
Expanded Service = more fee income
• 24/7 Internet access
• Policyholder self-service
• After-hours or 24/7 call center
• Online Certificates of Insurance
• Certificate Tracking
• Live CSR for claim reporting after hours
• Agency-branded service

21. CU Portal 2.0
There is a wide array of intentions among
the people who are engaging online.
Some people want to do business. Some
people are doing research. You need to
be prepared to help them all.
Google CEO, 06/05/12

22. E-Commerce Work Beginning

23. Traffic Increasing Monthly

24. Shopping Cart Live
AD&D
Auto
Prescription
Card

25. What Does Amazon.com Do?

29. FAIRWINDS
Bill-Pay
Logout

30. Online X-Date Fee Generator
Not a matter of if… just when and how

31. Auto Dealer or Branch Kiosk

32. Shop, Compare & Buy
Introducing E-Commerce
Website traffic is a valuable commodity… drives
business…so it’s incumbent on organizations to make
the most of that commodity and to make sure that
website traffic has the greatest impact that it possibly
can… companies need to ensure that customer
experience efforts are resonating and driving
measurable results.

33. Multi-Variant Testing

34. Customer Engagement Investment
“Even though marketers are very intuitive and creative
people, and even though they have a strong marketing
background and basic understanding of their target
customer, the sheer scale of activity in the digital
space and its dynamic nature far outstrip the
marketer’s ability to predict what is going to resonate
online with customers and prospects at any point in
time.” Webtrends CEO

35. ‘Look to Book’ – Key to Fee Income

36. Listening to Millennials
Source: Voice of the Personal Lines Insurance Consumer Surveys, Deloitte Research, 2011

37. Closing Thoughts
• What Do You Members Want from your Web
Portal
• What will vendors do to support those needs
• Is Web Site a “Permanent Aisle in the Store”
• Leverage infrastructure capabilities
• On-line Banking can also sell
• Plan for Additional Sales
• Remember, you often get what you measure

38. Questions?
Jeffrey Chesky, CEO
Insuritas
jchesky@insuritas.com