Welcome

2. Welcome Barry Smith Deputy President, CII

3. Introduction Dr Alexander Scott CEO, CII

4. Your professional body Considerable progress made ...

5. Your professional body – 2009 plans A COMPREHENSIVE AGENDA FOR GI PROFESSIONALISM • Ethics & Integrity review • GI qualification evolution • GI Taskforce • Papers in professionalism • Research (members and other stakeholders) • Influencing the debate e.g. ‘Think’ pieces • Promotion of chartered status

6. Innovations Takaful Revision Mate Learning Statement My CII Podcasts Redundancy Guide

7. What Good Looks Like Branko Bjelobaba FCII Vice President (Local Institutes)

8. Overview • Mission statement, key objectives and key achievements • Tools available • Local analysis and membership survey results • Next steps

9. What Good Looks Like Mission Statement, Objectives and Achievements

10. Mission statement “The objects of the institute shall be to adopt as far as applicable the objects of The Chartered Insurance Institute as defined in its Charter and otherwise to promote personal and friendly intercourse between members” In support of the CII Charter and Local Institute Constitution

11. Key objective • Overview of Vice President role • Key project – what good looks like • Key objective of the project is to provide consistency and support within the following areas: • CPD events – lectures, seminars, workshops, etc • Social events (including annual dinner) • Working with the CII – areas of support • Enhancing LI communications to members

12. The journey so far • First AMM employed – model proved to be successful • Second AMM employed - membership survey reveals AMMs are making a difference • Vice President, Local Institutes role developed and implemented • Third AMM employed • What Good Looks Like Project team formed Branko Bjelobaba Julie Hicks David Irvine Gareth Jones

13. Initial achievements • The project team have achieved the following: • Analysis of LI activity and active chasing of financial returns • Updates to LIDC & Representative Council • Local institute consultation events across the UK • Improved communication network between LI Councils and the CII • Network News • The Journal • Support of Maree Hall • Research of council members and their roles through SNAP questionnaires • Increased AMM responsibility – UK South & UK North

14. AMM achievements • Local Institute Toolkit • 59 out of 60 institutes signed up toPhases 1 & 2 • Professional brand and marketing collateral • 40 out of 60 institutes signed up toPhase 3 • Interactive websites launched – ongoing roll out • Positive membership survey results

15. AMM achievements • Improved local relationships with other professional bodies • BIBA • PFS • ACCA • Development of key projects • Young Professional Groups • Insurance Awards • Study & Reference Centre • Study Groups and Revision Courses • Relationships with key organisations and educational establishments • Enhanced local PR • UK wide marketing knowledge and support • Network Conference 09 – 56 institutes in attendance

16. What Good Looks Like Tools available

17. Tools available • Local Institute Tools • Local Institute Manual • Representative Council • Local Institute Development Committee – Under Review • Higher and Further Education Links • AMM Support • Local Institute Toolkit • Secretariat Support and Expertise - Maree Hall • LI Grant • Special Grant

18. Tools available • Reserves held as at December 2007 £1,639,600 • Grants paid in 2008 £739,800 • Special Grants paid in 2008 £458,000 • Total monies available to Local Institutes across the UK £2,837,400 • Money is therefore NOT an issue!

19. Additional tools - national marketing support • Non-Members • Brochure aimed specifically atnon-membersto promote the benefits of CII or PFS membership • Interactive PDF available online

20. Additional tools - national marketing support • Members • A4 landscape membership pack available to allnew and renewing membersof the CII • Pack contains the following; My Knowledge Book / Presidents Letter / Local Institute Leaflet / Chartered Leaflet • Redundancy Guide

21. What Good Looks Like Local analysis and membership survey results

22. Analysis of local institutes • Wide range of events held under the following headings: • General Insurance • Financial Services • Soft Skills - Educational • Topical • Law / Legal • Majority of LI events are free, though some institutes charge a nominal fee • Attendance range from 10 through to over 100 • Large difference between offerings of similar sized institutes • Inconsistent local membership proposition across the UK – some institutes currently offer no technical events compared to institutes offering over ten • Vast majority of institutes meet six times per annum • Vast majority offer examination support • Increased relationships between PFS regions and institutes is needed

23. Analysis of 2008 Membership Survey • Over 6,000 responses • Broad spectrum of roles (23% broking,20% underwriting,15% claims) • 65% male / 35% female • 55% rate value of membership as excellent or good • 64% subscriptions paid by employer

24. Analysis of 2008 Membership Survey • Local Institute Results • 37% of respondents have attended a local institute event • 67% of respondents are aware of Local Institute activities • Awareness is significantly increased for institutes utilising all aspects of the communications toolkit • Awareness has increased slightly from the 2007 survey • 42% of respondents would like to receive a monthly communication from their local institute • 82% state that their preferred method is via e-mail • 45% prefer to watch an event online • 55% would like to actually attend an event • 30% of respondents feel that LI websites will be of practical benefit • 37% of respondents would like to see online events for remote attendance – ideal for institutes with a wide spread of members

25. What Good Looks Like Next steps

26. What good looks like • Technical & Social Events • A well balanced event programme with a key emphasis on technical rather than social events • This could include the following: • 1 hour seminars • 2 - 3 hour workshops • Full day training courses • Communication • Use the toolkit and the Area Marketing Managers • Membership Survey – Members want to hear from you once a month • Additional Relationships • Get to know your PFS Regional Rep & other Professional Bodies • Engage with local schools and universities – AMMs can support you • Engage with key local organisations and employers • CII Relationships • Use documentation provided by Maree Hall – it helps us as well as you • Ask questions – we are here to help • Added Value • Meeting needs and requirements of a changing professional market

27. Core rules

28. 2009 through to 2010 • Local institutes are key to the success of the CII • We want to help create a more consistent, relevant, accessible and engaging package of local support for members • This will be built around a first class, modern and vibrant local institute network • We need your help in order to do this…FACT • Further help will be made available: • Enhanced internet site – over half of LIs have signed up already • Financial and support documentation templates – in draft now • Speaker/events listing – also in draft • A live forum – part of the web proposition • Increased AMM support • Further project support • Constant feedback and communication to all local institutes

29. Q&A Branko Bjelobaba AMMs

30. Improving the membership experience Martin Reid Head of Membership Marketing, CII

31. Agenda Agenda • What did our members say? • What changes have we made? • What plans do we have?

32. What did our members say? 2008 Annual Membership Survey

33. Annual membership survey 2008 Background 2008 membership survey • Survey issued electronically in December 2008 • Fourth annual survey • 8,000 members responded • 6,008 CII • 1,935 PFS • Managed by independent research agency

34. Annual membership survey 2008 Key performance indicators (CII) Key performance indicators (CII) • All six KPIs have improved over last three years • Biggest increase in ‘influence of CII’ since 2006 • ‘Value of membership’ – significant improvement in 2008

35. Annual membership survey 2008 Online: How do you rate existing online services? (value and awareness) Online: How do you rate existing online services? (value and awareness)

36. Annual membership survey 2008 Online: Which services would add significant value? Online: Which services would add significant value?

37. Annual membership survey 2008 CII and professionalism CII and professionalism Four out of five members aware of CII campaign to raise professionalism(91%) 72%(71%)believe we should be running this campaign 72% (86%)support ambition to raise status of insurance/FS to be on same standing as other professions (even if this means more emphasis on CPD) Over two thirds of members expect and believe RDR willbe extended to general insurance Only 1 in 4 read the Thinkpieces but 3 out of 4 believe we should be issuing these!

38. Annual membership survey 2008 Member communications (awareness and value) Member communications (awareness and value) Four out of five say frequency is about right (same for PFS) Value rating for Journal and FS has increased, but local institutes has fallen slightly from 2007 Strong preference to receive communications monthly or quarterly Email popular although members still wish to receive printed magazine

39. What changes have we made Awareness of benefits, communications, online engagement

40. New membership retention process Tailored for different member groups Focus on direct debit and online payments 3 month renewal period in line with CII Charter Member pack to include popular Knowledgebook and member guide Brochure aimed specifically at non-members to promote the benefits of CII or PFS membership. Improving awareness of member benefits

41. Improving the membership experience Member communications Member communications

42. Improving the online experience – my CII

43. Searchable database Full member search with results Expanded results Member Opt-out will be added to CII ‘My Account’ details page

44. Engaging with our members online Interactive services Interactive services Video, Audio & Presentation podcasts Bookmarking and sharing service News tickers PFS homepage: GI Faculties:

45. What plans do we have? Improving the member experience

46. Annual membership survey 2008 Background Future plans A series of marketing led projects:  Data capture New member “welcome” process  Revised propositions for students and Chartered members  Audit of system generated exam correspondence  Certificates  Member feedback  National CPD event programme  Local institute ‘what good looks like’  Corporate engagement  International engagement Audit Implementation Design

47. Next steps • Feedback from Network Conference 2009 • Establish project teams • 2009 member survey (Aug/Sept) • Member roadshows Q3/Q4 • Faculty ‘user groups’

48. Interactive Surgery Sessions

49. Your Year Ahead David Ingham President, Birmingham Insurance Institute

50. Do’s and Don’ts • Do • Involve yourself with the current President • Joint strategy – 1 year is not enough • Learn from their knowledge of the Institute operation • Learn from them about other Council members • Support them – it’s a big job