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