Mike Emmett, Group Chief Executive Officer19 October 2017

The customer at the heart of technology and innovation

Innovation in the insurance industry must focus on the customer experience.

Everything else is teetering on the irrelevant.

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Cover-More makes an emotional connection with our customers, moving from a rational

purchase transaction. Our core purpose is to keep travellers travelling.

Transform the customer experience

Transform the customer experience

1. Before they travel: customise their cover using our IMPULSE platform.

2. As they travel: send offers and alerts to enrich their experience and

protect their safety.

3. If they are injured, sick or in danger: look after them and bring them

home safely.

All of this facilitated by technology, mobile apps, geo-location and our

core capability of assistance.

Customers will mainly remember how we made them feel. Not what we said or what we did. So we work to

ensure they always feel special, protected and connected to help.

Become a step closer to family for the customer

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Mobile technology to deliver medical and security assistance

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Nepal earthquake: customer connectivity

Customer location: evolution of technology

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The insurance industry has a great opportunity to innovate in the customer relationship and provide services which have never been provided before

because they were simply not possible.

THANK YOU.