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American International Group

American International Group. Operations for Financial Services Warren Berey – Nicole Boone 15 December 2003. Company Structure. Domestic Structure. Product Innovation / Offerings Segmentation by company / business unit Marketing (segregated by size) Middle Market (Revenue <= $100m)

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American International Group

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  1. American International Group Operations for Financial Services Warren Berey – Nicole Boone 15 December 2003

  2. Company Structure

  3. Domestic Structure • Product Innovation / Offerings • Segmentation by company / business unit • Marketing (segregated by size) • Middle Market (Revenue <= $100m) • Small Business (Revenue <= $10m) • Commercial (Revenue >$100m and <= $700m) • National (Revenue > $700m) • Operations (10 regional offices)

  4. Product Offerings

  5. Distribution • Distribution via independent brokers • Alpha • 2nd Tier • Regional • Limited agent distribution • Risk Specialists Offices • Very limited direct distribution

  6. AIG Access Points • Underwriting Direct (via broker) • AIG Mail Rooms • Info Exchange • aig.infoexchange@aig.com • (U.S.) 1-877-638-4244 • (Worldwide) +1-908-679-3150 • accessaig.com

  7. DBG Access Points • Customer Care Center (C3) • 1-877-TO SERVE • c3@aig.com • eUnderwriting • eWriter (Management Liability) • EXS (Umbrella) • PEGA (Workers Compensation) • e-Worldrisk (Multinational GL) • XML (Managing General Agents)

  8. Business Development Process • Renewals • Solicitation letters • Deadline letters • Impact of service levels • New Business • Cross sales • Costs of new lines v. new customers • Exit costs for clients • Limitations on spans of expertise • New Accounts • Claims Processing

  9. Productivity & Efficiency • Management Accounting • Income Statements • By Unit, Product, Market Segment, Region • Cash Flows (by same divisions) • Current Efficiency Metrics • Timeliness • Accuracy • Possible Future Metrics...

  10. Operational Risks • Risk Aggregation • Adequate Reserving • Data Integrity / Controls • Sarbanes-Oxley • Attrition / Information Leakage • Legacy systems • Claim Servicing • Technology Dependability / Reliance

  11. Future Recommendations • Distribution Operations Design • Alternative Channels • Cross Selling • System Uniformity • Mitigating Operational Risk • Improve Data Quality • Lessen Administrative Burden • Align Evaluation with Business Objectives • Balanced Scorecard • DEA

  12. Q & A

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