November 5, 2009

1. Tying The Marketing Function To The BusinessA.M. Best Company's 4th AnnualInsurance Marketing & Advertising Summit November 5, 2009

2. 1.5 5 Key economic indicators show continued weakness in 2010 General economic indicators Sector specific indicators GDP growth, Percent New housing starts, Millions units 05 06 07 08 09F 10F 05 06 07 08 09F 10F 11F Unemployment rate, Percent Auto sales, Millions units 05 06 07 08 09F 10F 11F 05 06 07 08 09F 10F 11F Source: Bureau of Economic Analysis, Bureau of Labor Statistics, Freddie Mac June 2009 Economic and Housing Market Outlook, Chief Economist’s Economic Outlook #22

3. How Can Marketing Support The Business? • Get The Quote Rate Up, and Win More Quotes • Keep Retention High • Support Product Density

4. MARKETING OVERVIEWThe Goal Of Marketing Is To Create A Stronger Link With Customers As Well As Brokers Customer Integrated marketing influence Purchase decision / transaction Carrier Broker Integrated marketing Influence

5. Marketing Overview: We Have Three Main Objectives Create and maintain a set of well-designed propositions that are the basis of Zurich's competitive advantage Build understanding of the value of the Zurich brand among both customers and brokers Create a universe of motivated buyers and sellers through support and execution of campaigns • Components: • Implement and maintain a customer research program over time • Build and manage a pipeline of propositions under development • Calculate and maintain the vitality index at target levels • Build Customer Industry Group views and strategies • Components: • Optimize the value of brand advertising • Develop strong, broadly accessible content and thought leadership in a systematic manner • Maximize the value of events and sponsorships • Components: • Participate in broad sales campaigns through selected brokerage locations, supported by Proposition Launch Leaders • Execute customer-centric digital campaigns, which generate pipelines of prospective buyers

6. Hygienics Motivators High Overall rating Recommendation CLAIMED IMPORTANCE A09 A03 HighRetention Repurchase A01 A08 A07 90 A02 Apostles 75 A04 70 65 Mercenaries TRI*M Index 51 A05 48 50 Hidden Opportunities Potentials/ Savers 30 Hostages A6 Low Retention Low A10 Rebels Year 1 Year 2 Year 3 Year 4 Low High IMPACT ON RETENTION Advantage versus competitors Customer Research – The TRI*M System TRI*M Index One number score that measures the overall strength of stakeholder relationships against industry benchmarks - a KPI for Senior Management to follow TRI*M Typology Description of thecurrent situation in terms of satisfaction and loyalty, identifying potential threats and opportunities to market position TRI*M Grid Detailed diagnosis and identification of actions for improvement based on areas that have the most impact for the business

7. TRI*M Action Grid – Strengths And Opportunities Communicates Proactively Delivers When it Matters Hygienics Motivators Hygienics Motivators High High TRI*M Index Industry A 88 Industry B 86 Industry C 79 Industry D 95 Industry E 73 Industry F 84 Industry G 87 Stated Importance Stated Importance Potentials?/Savers? Potentials?/Savers? Hidden Opportunities Hidden Opportunities Low Low Low High Low High Impact on Customer Retention Impact on Customer Retention Knowledgeable Underwriters Hygienics Motivators Performance Symbols: High Far above average Above average Average Below average Stated Importance Far below average Potentials?/Savers? Hidden Opportunities Low Low High Impact on Customer Retention

8. 33 Post-launch review Identify opportunities Go to market Develop, evaluate and prioritize proposition concepts Design/ update proposition Prototype and plan The Zurich Way (TZW) Of Proposition Development • Grow • Effective launch • UW capacity • Goal and appetite alignment • Marketing excellence • Distribution excellence • Underwriting excellence • Choose • Size of opportunity • Relative priority • Commitment to grow • Unmet customer needs Customer • Develop • Unique features • Full set of coverages • Likely economics • Distribution demand

9. In market Development Concepts Launch Proposition Development Extends Through Launch And Ramp Up To Peak Sales! Key Elements of Revamped Process: • Concepts based on current economics and direct customer input • Prioritization via steering committee of BU heads • Cross functional team (UW, claims, risk engineering, sales and marketing) develops concepts • Tested with brokers and customers • Focus on “bigger bang” launches by using sales campaigns • Dedicated Product Launch Associates to educate brokers • Emerging digital and online capabilities • Focus on ensuring adequate underwriting capacity and consistent application of appetite • Joint accountability for success

10. Developing Zurich’s BrandKey Proposition Features For NAC Customers Deep understanding of your unique business risks Specialized claims service • Dedicated experienced underwriter & claims handling give you relevant solutions for your most complex issues (includes Underwriting experts dedicated to small and medium sized businesses in P&C and Specialty lines) • What ever your challenge we can find someone from our global pool of more than 900 risk engineers who has knowledge and insight into your specific industry • Access to risk insight and benchmarking tools to help you manage your risks (e.g. ZRisk) • Global insights for Automotive, Construction, and Real Estate • Customer advisory meetings and industry involvement enhances communication • Proven, first-class CAT response • Dedicated customer claims liaison and team (claims specialists) • Fair claims settlements that meet your expectations • 24/7 customer service center with 24 hour call back guarantee • Beyond settlement: access to Zurich Staff Legal • An easy to use online tool to track claims more openly and efficiently Tailored solutions to meet customers needs Access to a world-class global network • Our customised products and solutions, comprehensive and wide product range, and large capacity ensures we can meet the most complex/unique set of needs, e.g.: • International network for Commercial forms • OPPI - Owners Professional and Protective Insurance • Subguard - Insurance for surety • Environmental Services package - Fire & Restoration firms • Middle Market Technology - P&C and professional • Financial Enterprises - P&C, Crime and Fidelity • Travel Assist (e.g. Beijing Olympics) • We provide tailored insurance solutions in more than 180 countries • Zurich MIP ensures compliance globally • Access to a global knowledge base that is unparalleled in breadth and scale (e.g., centers of expertise, Commercial Markets International Practice, Global loss-cost management expertise, virtual consultant)

11. Advertising Annual Report Online Airports/Outdoor Public Relations/ Media Relations Events and Sponsorship Direct Mail & E-mail marketing Marketing collateral Digital Relationship marketing Leveraged 360° Marketing To Build Awareness, Consideration And Brand Value Customers Intermediaries Investors Media

12. The Impact Of Zurich’s HelpPoint Campaign Has Been Very Positive Consideration among Medium Business Decision Makers Awareness among Medium Business Decision Makers 2008 (Pre-campaign) 2009 (Post-campaign) Ranking Source: Brand Tracking 2008/2009 Based on cross country analysis total sample

13. Digital Marketing Overview 1. Generate Customer Dialogs Through Digital Marketing • Capture prospect information; screen to identify leads • Maintain dialog as leads approach time to buy Attract initial interest; present an offer Webcasts White Papers Industry Group Sponsored Topics Email blasts Ex-dated Leads Hot Leads Prospects Underwriting Appetite Paid Search Industry News Sponsored Topics Banner Ads Broker Organic Search Cloud-based CRM Environment 3. Measure and Optimize • Cost Per Lead • Improvement In Win Rate • $Revenue/$Expense 2. Convert Leads To Sales Route Leads To SBUs, Regional Sales Refer to Broker Accept Submission Issue Quote Win Business

14. Can Marketing Support The Business? • Get The Quote Rate Up, and Win More Quotes • Keep Retention High • Support Product Density YES!