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Analysis and assessment of the IAG B2C Personal Insurance E-Commerce Project Table Of Contents Page 1. Executive Summary 5 1 Introduction 7 2 Overview 8 2.1 Company 8 2.1.1 History 8 2.1.2 Organizational Structure 9 2.1.3 Corporate Strategy 9 2.2 The Industry 10 3 Business Model Analysis 11 3.1 Before eCommerce 11 3.2 Current eCommerce Strategy 11 3.3 How success is measured 12 3.4 Products 12 3.5 Marketing & Advertising Strategy 12 3.6 Pricing Strategy 13 3.7 Retail Channels 13 3.8 Channel Integration Analysis 13 3.9 Order Fulfilment 14 3.10 Security 15 3.11 CRM Value Chain Analysis 16 3.12 Digital Strategy evaluation 17 4 Competitors 18 4.1 Market Overview, Trends and Statistics 18 4.2 Domestic Competition 19 4.2.1 Australia's 5 biggest insurance organizations according to BRW Nov 2001 19 4.2.2 Analysis of Competitor Internet Offerings 20 5 Analysis Tools 22 5.1 SWOT 22 5.2 SWOT Matrix 22 5.3 Affect of the Internet on the Industry Structure 23 5.4 Channel Migration 24 5.5 Gap Analysis 24 5.5.1 Gaps in Business Focus 24 5.5.2 Customer Interaction 24 5.5.3 Technology 24 5.6 Services Expected by Online Buyers 25 6 Recommendations 26 7 Conclusion 27 8 Appendix A - Tables 1 8.1 IAG Product listing 1 8.2 Insurance Industry Thematics 1 8.3 Australia's biggest insurance organizations (BRW 1000 Nov 2001) 2 8.4 World's largest Insurance organisations. (Fortune 500 July 2002) 3 Francis Buttle Network SCOPE model 4 8.6 Customer portfolio analysis model -need reference 4 8.7 Dimensions of Customer loyalty 4 8.8 Summary of IAG Financial history 5 8.9 Global Insurance Trends 6 8.10 Red Sheriff Report 6 9 Appendix B - Internet Charts and Trends 7 10 Appendix C - Online Quotes 11 Allianz.com.au 11 Suncorp.com.au 11 NRMA 11 11 Appendix D 12 11.1 Interview Notes 12 11.2 Balanced Scorecard (as developed by Kaplan and Norton) 14 12 Bibliography 15 1 Executive Summary Insurance Group Australia (IAG) is major player in Motor and Home...

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