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Delta Lloyd Care 2001 2000 In millions of euros – Gross premium income 362.1 363.7 – Return on investments 19.6 19.0 Revenue 381.7 382.7 Result (before taxation) 6.7 2.7 Shareholders’ funds 119.9 148.6 Staff numbers 559 477 Financial results 2001 Objectives 2002 The positive development – Focus on customer started in the previous two – Gradual increase of market years, continued steadily in share the year under review. The pre- – Improved results tax result more than doubled – Create a profile of top quality reaching € 6.7 million. The policy insurer which focused on the quality of – Introduce new products the portfolio was successful. – Sales campaigns – Anticipate new basis system – Achieve cost benefits by joint health care procurement with ohra – Organise medial treatment abroad
‘Increase in market share’ After drastic reorganisations in the past two years, 2001 was satisfactory for Delta Lloyd Care. The national health organisation which operates under the traditional name of nuts, realised a profit of some millions of euros. A campaign was held in the autumn to raise the number of insureds. The health schemes of ohra and nuts have meanwhile been completely combined. Medical expenses activities were also profitable. A number of unprofitable group contracts was cancelled which resulted in reduced revenue figures, but the quality of the portfolio improved sharply. The implementation of the Business Process Redesign (bpr) was completed; it has affected the entire organisation. The first foundations of the new office in The Hague were laid down in the month of May. Delta Lloyd Care is back in business again with a solid basis for the years to come. Medical Expenses The organisation for the medical expenses insurance under the name of Delta Lloyd Care has meanwhile stabilised, thanks to the introduction of many new functions and a radical change following the bpr. Profitability doubled in 2001. Some major unprofitable group contracts were cancelled, but the remaining contracts were given active attention to a stabilised price, and services were added within the context of Employee Benefits. Delta Lloyd Care has taken a position at the top of the market by providing a great number of supplementary services. The general slogan was prevention is better than cure. It is important to all parties involved to be healthy, to become healthy and to remain so. The programmes provided includes fitness programmes, onsite advisory services and waiting list mediation. An active absence management is pursued, such as finding the right medical attendants and treatment methods, but also medical treatment abroad. By pursuing this policy, Delta Lloyd Care wants to be distinguished as a top quality care insurer with remarkable provisions to enhance customer satisfaction. The balance between profit and market share will be optimised next year. A special product was introduced at the end of last year for insureds whose medical consumption will probably be low for a certain period of time. This relates mainly to young people. Intermediaries do not only receive market compliant commission rates, but a bonus system has been developed to stimulate the sale of these products. For the first time in the history of financial services, a game was introduced for the intermediaries: the Adrealinic Game. The knowledge of intermediaries who participate (voluntarily) is tested and they can earn a reward, in addition to payment for much new business. Health scheme Developments in national health business were satisfactory. The fall in the number of policyholders stopped and changed into a slight increase. The health scheme of ohra was added to nuts, this concerned approximately 70,000 policyholders. This involved much extra work. The population of the health scheme insureds of ohra and nuts differ in respect of age, payment behaviour and geographical spread over the Netherlands. Extra staff were hired for this operation which created a successful integration. In the autumn an active campaign was organised called Intens. Health scheme insureds are offered three packages consisting of the legally required basis package plus supplementary insurances. The most simple and cheapest package is called Intens Bronze, followed by Intens Silver and the most comprehensive package is Intens Gold. Policyholders are given an id Card in the corresponding colour. The response was encouraging. These products are very competitive in the market and it gave Nuts the position of the most economical health funds in the Netherlands. The campaign at the same time anticipated the new basis system. Maximum profits from this source are not pursued as the national health scheme performs mainly a social function. However, it is important to Delta Lloyd as a whole to have the widest possible client base, also in this sector. It creates opportunities for selling such insurance products as supplementary medical expenses. Another activity of Delta Lloyd Care is carrying out tasks in the field of awbz, the Exceptional Medical Expenses Act. A separate office was set up in this respect: De Haaglanden. Plans for 2002 The market share of Delta Lloyd Care was approximately 6.5% at the end of the year under review. The aim is a gradual increase of this share to approximately 8%. Sales campaigns started in this respect at the end of 2001. Together with ohra a cautious policy is pursued in respect of automation, as the systems will have to fit the new basis system in due time. We are continuously consulting with ohra about this. For an even better cost control we are paying attention to the joint purchase of care services, where power of scale counts. New methods will be sought to shorten waiting lists for medical operations. This may be achieved by sending patients abroad, if capacity exists there. In this respect, we offer customers to undergo operations in Alicante, Spain, the cover including a full compensation for the operation itself, the trip and the stay in Spain, also for the life partner. The overall policy aims at cost control, stable results and a gradually rising market share. 31 delta lloyd insurance
Page 1 and 2: actor • acupuncturist • adminis
Page 3 and 4: Delta Lloyd nv Delta Lloyd Insuranc
Page 5: Contents 7 key figures 8 notes from
Page 8 and 9: 8 Notes from the Supervisory Board
Page 11 and 12: The Executive Board’s Report
Page 13 and 14: Financial results 2001 Objectives 2
Page 15 and 16: The post-tax results of Ennia Carib
Page 17 and 18: Saving by means of single premium p
Page 19 and 20: Inflation Due to falling raw materi
Page 21 and 22: TA UR Financial results 2001 Object
Page 23 and 24: Market developments The market for
Page 25 and 26: ‘Well prepared for growth of the
Page 27 and 28: Delta Lloyd General Insurance 2001
Page 29: Income insurances A pilot absence c
Page 33 and 34: ohra Insurance 2001 2000 In million
Page 35 and 36: Nationaal Spaarfonds Nationaal Spaa
Page 37 and 38: ‘Major opportunities in the marke
Page 39 and 40: ‘Call ohra today, have your polic
Page 41 and 42: ‘Increase in market share through
Page 43 and 44: Asset Management Division 2001 2000
Page 45 and 46: Development Delta Lloyd Funds Sourc
Page 47 and 48: Development ohra Funds Source: Data
Page 49 and 50: Delta Lloyd Banking Division 2001 2
Page 51 and 52: Strategy The strategy was adjusted,
Page 53 and 54: ‘A controlling organisation’ 20
Page 55 and 56: ‘German pension market offers gre
Page 57 and 58: Delta Lloyd België 2001 2000 In mi
Page 59 and 60: Plans for 2002 A great number of ac
Page 61 and 62: ‘Good results’ 2001 was a good
Page 63 and 64: Plans for 2002 The process of integ
Page 65 and 66: Extra notice on female employees Th
Page 67: An important element of the Risk &
Page 71 and 72: Insurance agents have been Delta Ll
Page 75 and 76: Farmers Doing business in the field
Page 79 and 80: Young families In addition to marri
Page 83 and 84:
Internet users There are many peopl
Page 87 and 88:
Annual accounts
Page 89 and 90:
Liabilities 31|12|2001 31|12|2000 g
Page 91 and 92:
Consolidated Cash flow statement In
Page 93 and 94:
2 valuation of assets and liabiliti
Page 95 and 96:
Insurance liabilities These are gen
Page 97 and 98:
Fund for General Banking Risks This
Page 99 and 100:
Explanatory notes to the consolidat
Page 101 and 102:
The cost price of the other financi
Page 103 and 104:
The market value of the savings fun
Page 105 and 106:
The difference of the redemption va
Page 107 and 108:
This rate is indexed annually by 1%
Page 109 and 110:
Share reinsurers 31|12|2001 31|12|2
Page 111 and 112:
Short-term creditors 31|12|2001 31|
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31|12|2001 31|12|2000 Off balance s
Page 115 and 116:
Summary return on equity investment
Page 117 and 118:
Page 119 and 120:
Consolidated technical account Gene
Page 121 and 122:
Marine Fire and other General Other
Page 123 and 124:
Consolidated technical account Care
Page 125 and 126:
Consolidated profit and loss mediat
Page 127 and 128:
Page 129 and 130:
pension rights executive board In t
Page 131 and 132:
verslag van de raad van bestuur 113
Page 133 and 134:
The cost price of the stocks at 31
Page 135 and 136:
Revaluation reserves 31|12|2001 31|
Page 137 and 138:
Outline of major group companies cg
Page 139 and 140:
Other details
Page 141 and 142:
Auditors’ report introduction We
Page 143 and 144:
1998 2 1997 3 1996 3 1995 3 1994 3
Page 145 and 146:
R.H.P.W. Kottman Position Chairman
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