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ING Germany | ING Investor Day 2016

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ING Investor Day 2016 presentation Katharina Herrmann, Head of Retail Banking Germany.

Key points
- ING Germany expanded steadily through strong customer focus and measured product introductions
- Our asset base and customer acquisition engines are increasingly diversified
- We aim to earn the primary customer relationship while facilitating cross-buy into other products
- Our strategy and best-in-class operational efficiency deliver sustainable and diversified profit growth
- Digitalisation and innovation enable us to empower customers and achieve long-term growth

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ING Germany | ING Investor Day 2016

  1. 1. ING Germany Katharina Herrmann, Head of Retail Banking Germany ING Group Investor Day 2016 Amsterdam • 3 October 2016
  2. 2. Key points 2 • ING Germany expanded steadily through strong customer focus and measured product introductions • Our asset base and customer acquisition engines are increasingly diversified • We aim to earn the primary customer relationship while facilitating cross-buy into other products • Our strategy and best-in-class operational efficiency deliver sustainable and diversified profit growth • Digitalisation and innovation enable us to empower customers and achieve long-term growth
  3. 3. Customer centricity has always been our top priority… 3 BriefKredit: entire borrowing via letter 1975 1983 future1992 2009 Digital revolution “Package insert” Mobile banking From letter to phone banking 20001965
  4. 4. 36 46 55 60 61 62 74 80 86 95 104 111 116 4 8 16 25 36 43 47 52 57 60 62 63 65 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 Savings Mortgages Investment products Payment accounts Consumer loans WB lending* # Retail clients 45 61 82 99 113 118 138 154 170 187 204 220 241 …as we built the franchise through measured product expansion 4 Customer balances (in EUR bln) and client numbers (in mln) ING Germany • Continued growth in retail deposits has allowed for asset base growth and cost efficient on-boarding of new customers • ING Germany evolved from a “mono-product” savings bank into a universal bank launching one new product or segment approximately every 2 to 3 years • Strong growth in assets in the last years as stimulus for further growth in retail savings • Wholesale Banking was integrated in 2011 and grew significantly over the past 4 years ~8.0 mln 3.6 mln * WB lending only visible upon introduction of One Bank strategy
  5. 5. ING Germany’s business model is increasingly diversified 5 Asset composition (in EUR bln) 28% 46% 3% 4% 11% 55% 35% 2005 2015 Mortgages Consumer lending Wholesale Banking Investments Other 6% 8% 4% 18% 86% 39% 1% 31% 2005 2015 Investment products Payment accounts Savings Consumer lending Mortgages 7% 27%11% 11% 74% 44% 6% 11% 2005 2015 Wholesale Banking Investment products Payment accounts Savings Consumer lending Mortgages 65 144 770 2,146 Customer acquisition by product (% of total) Income distribution (in EUR mln)
  6. 6. Most preferred bank in Germany 10 years in a row Strong and sustainable profit growth… (in EUR mln) 73 35 2003 2015 Always placing the customer first… We have achieved sustainable and diversified profit growth 6 1st …and leveraging our strong brand as a key enabler Forrester Customer Experience Index Germany (May 2014) 66 264 359 217 482 639 866 1,152 72% 59% 55% 63% 55% 51% 47% 43% 2003 2005 2007 2009 2011 2013 2014 2015 Result before tax C/I Ratio Very poor Poor Ok Good Excellent Banks Digital Retailer Traditional Retailer Industry Average …benefitting from our economies of scale Cost / Retail Balances (in bps) Sources: Brand Affinity Monitor conducted by MetrixLab; Net Promoter Score
  7. 7. Cross-buy facilitated by focus on account growth of non-savings products Gross account growth (in thousands) # payment accounts # variable saving accounts # investment products # consumer loans Accelerated growth in payment accounts to drive primary relationship… # Payments accounts (in thousands) We earn the primary relationship while facilitating cross-buy 7 7.0 5.4 4.2 1.9 3.1 2.3 2014 2015 1H16 Savings growth Investment products client inflows 88 135 1H15 1H16 731 859 969 1,084 1,200 1,397 1,516 2010 2011 2012 2013 2014 2015 1H16 …while shifting on-balance funds to investment products Balance development (in EUR bln) Scope: ING-DiBa Retail Germany CAGR +14% +54% 179 228 1H15 1H16 +27% 49 45 1H15 1H16 +9% 83 90 1H15 1H16 +8%
  8. 8. Our strategic priorities • Improve user experience • Empower customers • Increase the pace of innovation Our strategy to remain Germany’s leading digital bank is clear… 8 SmartSecure FinTech Hub Frankfurt Mobile credit check Video identification Innovation Bootcamp Financial information accessibility Today Our approach: From Single to Omnichannel Single- Channel Multi- Channel Cross- Channel Omnichannel
  9. 9. …with Welcome facilitating the next phase… 9 2013 20202004 2011 Call Center / Mortgage Processing System Mortgage System for Existing Business Document Management System Invest in becoming an universal bank Further invest in primary relationships and operational efficiency IT Agility Brokerage Back-office System Big Data Mobile 2.0Refactoring Core Banking System Invest in operational efficiency Retail Business Volume Integration Wholesale Banking
  10. 10. …and we have significant long-term growth potential 10 0 100 200 300 400 2011 2012 2013 2014 2015 60 80 100 120 140 160 2011 2012 2013 2014 2015 60 80 100 120 140 160 2011 2012 2013 2014 2015 …ING still has significant growth potential in Germany Total banking income (in EUR bln) Peer group* Peer group* Peer group* Peer 2 Peer 2 Peer 2 Peer 1 Peer 1 Peer 1 ING Germany is growing faster than peers… Loan growth, indexed to 2011 …with strong annual income growth… NII & Commission income, indexed to 2011 …and a very efficient operation Cost over client balances (in bps) Sources: Deutsche Bundesbank, Bain & Company, ING *Peer group consists of Sparkassen (incl. Landesbanken), Volksbanken (BVR), Deutsche Bank, Commerzbank, Postbank, HVB, DKB, Comdirect and Santander Germany # 16 mln 9 bln 1.9% 1.5% 5.8% 6.2% 7.4% 8.5% Payment accounts Wholesale Banking Savings Investment products Mortgages Consumer lending 1,940 bln 857 bln 62 mln 9 2.1 0.2 Retail Banking Wholesale Banking (> EUR 250 mln) Market ING Germany 54 Share of market ~ 3.5% ~1.5% Given limited current market shares in key products… Market volume (in EUR) 65 bln
  11. 11. Important legal information 11 ING Group’s annual accounts are prepared in accordance with International Financial Reporting Standards as adopted by the European Union (‘IFRS-EU’). In preparing the financial information in this document, except as described otherwise, the same accounting principles are applied as in the 2015 ING Group consolidated annual accounts. All figures in this document are unaudited. Small differences are possible in the tables due to rounding. Certain of the statements contained herein are not historical facts, including, without limitation, certain statements made of future expectations and other forward-looking statements that are based on management’s current views and assumptions and involve known and unknown risks and uncertainties that could cause actual results, performance or events to differ materially from those expressed or implied in such statements. Actual results, performance or events may differ materially from those in such statements due to, without limitation: (1) changes in general economic conditions, in particular economic conditions in ING’s core markets, (2) changes in performance of financial markets, including developing markets, (3) consequences of a potential (partial) break-up of the euro, (4) potential consequences of European Union countries leaving the European Union, (5) changes in the availability of, and costs associated with, sources of liquidity such as interbank funding, as well as conditions in the credit markets generally, including changes in borrower and counterparty creditworthiness, (6) changes affecting interest rate levels, (7) changes affecting currency exchange rates, (8) changes in investor and customer behaviour, (9) changes in general competitive factors, (10) changes in laws and regulations, (11) changes in the policies of governments and/or regulatory authorities, (12) conclusions with regard to purchase accounting assumptions and methodologies, (13) changes in ownership that could affect the future availability to us of net operating loss, net capital and built-in loss carry forwards, (14) changes in credit ratings, (15) ING’s ability to achieve projected operational synergies and (16) the other risks and uncertainties detailed in the most recent annual report of ING Groep N.V. (including the Risk Factors contained therein) and ING’s more recent disclosures, including press releases, which are available on www.ING.com. Any forward-looking statements made by or on behalf of ING speak only as of the date they are made, and, ING assumes no obligation to publicly update or revise any forward-looking statements, whether as a result of new information or for any other reason. This document does not constitute an offer to sell, or a solicitation of an offer to purchase, any securities in the United States or any other jurisdiction. www.ing.com

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