FNB South Africa - Legal Insurance Homecoming – Insurer Innovation Award 2023

1. FNB Legal Insurance
Homecoming:
customer eXperience
Re-imagining the customer experience by leveraging ecosystems and technologies

2. An Opportunity For Success
2019 – Migrated Law-on-Call onto FNB’s ST insurance license
2020 – System migration from 3rd party to on-Platform (internal system &
architecture)
2021 – Identified inherent operational challenges:
• Lack of team performance management data
• No tangible customer feedback
• No digital claims support
2022 – Operational Redesign & adding load onto enabled FSR work items
With R280 million API, the opportunity to load existing work
items was significant.
– We had to adopt group capabilities!

3. The Solution
1. On-platform, real-time legal advice using our
‘Secure Chat’ functionality
3. Data-driven outcomes-based recognition
model with automated Power BI dashboards
2. Customer feedback surveys administered via
App Push Notifications
1
2
3
Average 3.5
Performer
Average 3.75
Performer
Average 4
Performer
Average 4.25
Performer
OBR 12,000 40,800 52,800 72,000
13th Cheque 40,083 40,083 40,083 40,083
-
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
Pay-out
Amount
OBR Reward vs Annual Bonus- Legal Advisor

4. Results
1.8
3.8
1.5
2.5
3.5
Average
Score
Period
OBR scorecard performance over time
End-to-end, on-platform legal advice
• Pilot with over 200+ customers – presently adding
load
80% Customer
Satisfaction
58
28
52
27
60
21
0
20
40
60
80
Jan'22 Jan'23 Feb'22 Feb'23 Mar'22 Mar'23
Reduction in Customer Complaints
Increased
Team
Performance
Improved
Customer
Satisfaction
Reduced Cost
Cost to Income
ratio reduction:
40% to 25%

5. Innovators
“Our innovative tripod approach for LOC is an Industry First for legal insurance and has indeed enhanced our overall
customer experience.”