unep-psi webinar series "making inclusive insurance work" - session 1: clients and impact...

Making inclusive insurance work: Clients and impact metrics

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Making inclusive insurance work: Clients and impact metrics

Presenter:Patrick Mommeja

Allianz Africa

Presenter:Butch Bacani

UN Environment’s Principles for

Sustainable Insurance Initiative

Presenter:Geric Laude

CARD Pioneer Microinsurance

Facilitator:Aparna Dalal

Impact Insurance Facility

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Presenter:Michal Matul

Impact Insurance Facility

The UNEP-PSI and ILO webinar series

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Making inclusive insurance work - A webinar series by the International Labour Organization’s Impact Insurance Facility and UN Environment’s

Principles for Sustainable Insurance (PSI) Initiative

As part of the global agenda of insuring for sustainable development, the Impact Insurance Facility (www.impactinsurance.org) and the PSI Initiative (www.unepfi.org/psi) are delighted to announce a five-part webinar series

with the theme, “Making inclusive insurance work”.

Today’s kick-off session will focus on “Client and impact metrics”

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Interfacing with the webinar system

Tell us what you think. Type your questions/ comments here even while the presentation is going on. These will only be visible to the staff.

Polls will also be opened during the webinar – participate by clicking on your answers

Hide/unhide the control panel

Click here to raise your hand

Clients and Impact Metrics

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Geric G. LaudePresident – CARD Pioneer Microinsurance Inc.Microinsurance Champion – Pioneer Group of

Insurance Companies

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20,166 157,371491,353

982,2791,262,827

1,577,675

8,505,164

20M (est.)

2009 20102011

20122013 2014

2015

2016

Premium USD 19M

PremiumUSD562K

Enrollments

Total Microinsurance (Life & Non-Life)

“You Get What You Measure”

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Total Claims Turnaround

Time (TAT)

From Date of Loss to Advice to Partner

From Partner to Pioneer

From Advice to Completion of Docs

From Completion of Documents to Settlement

5-10 days

5 days

15-30 days

15-30 days

Client Visits and Immersions

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“Customer centricity is defined as the ecosystem and operating model that enables an organization to design a unique and distinctive customer experience. This architecture enables the business to acquire, retain and develop targeted customers efficiently for the benefit of customers, employees and stakeholders.”

– Doug Leather, The Customer-Centric Blueprint

Five pillars of customer centricity as a business model

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Leadership and

culture (customer focused

leadership and culture)

Focusing operation

s (focusing

operations on the customer -

compliance, risk, IT, HR, finance,

marketing, legal, training)

People, tools and insights

(collecting information, generating

insights, informing strategy, informing

customer value propositions and

empowering employees)

Customer experienc

e(based on insights

generated, design, concepts,

test, build, delivery, scale and renewal)

Value(creating and

measuring value: at customer, firm and society level)

Now begin to see emphasis on design, but need much more to move to the implementation of customer centric solutions, learning proved the importance of these pillars

Consistently delivering positive customer experience to create value for all

Companies managing customer journeys perform better

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What we are working on

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Voice of the Customer

Customer & Agent Journey Mapping

Cost Per Transaction

Unique Customer Code

Customer Lifetime Value

Dashboard

Organizational Change Management

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Thank you!

Clients and Impact Metrics

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Patrick MommejaHead of Life & Microinsurance

Allianz Africa

Clients and Impact Metrics

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Since 2008 ALLIANZ AFRICA has been involved in micro-insurance

600 000 insureds 4 million euros of premiums

Average claim ratio : 50 %, Distribution mainly via MFIs

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Do we meet the clients’ needs ?

Do we bring relevant value to the clients ?

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Credit life insurance

80 % of premiums but a non consistent claim ratio with some MFIs

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Funeral insurance

A very popular and well understand product

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Savings

Comprehensive insurance easy to sell even with mobile

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Hospitalisation cash

That’s not HEALTH INSURANCE

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Agriculture insurance

A strong demand but too sophisticated and expensive

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Our main comments after a 7-year journey :

Adopt automatic schemes Simplify Products and processes

Reach significant volumesSegment the market (ie.mobile operators).

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Thank you!

Audience poll 1

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Audience poll 2

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Audience poll 3

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Concluding thoughts

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Making inclusive insurance work: Clients and impact metrics

Presenter:Patrick Mommeja

Allianz Africa

Presenter:Butch Bacani

UN Environment’s Principles for

Sustainable Insurance Initiative

Presenter:Geric Laude

CARD Pioneer Microinsurance

Facilitator:Aparna Dalal

Impact Insurance Facility

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Presenter:Michal Matul

Impact Insurance Facility

Q&A

Our next webinars

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Making inclusive insurance work - A webinar series by the International Labour Organization’s Impact Insurance Facility and UN Environment’s

Principles for Sustainable Insurance (PSI) Initiative

The topics and schedule of the next webinars are as follows:

2. Distribution and technology - ?? December 2016 3. Health - January 2016

4. SMEs and value chains - March 2017 5. Agriculture and climate risks - April 2017