UNEP-PSI webinar series "Making inclusive insurance work" - session 1: Clients and impact metrics
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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 six-part webinar series with the theme, “Making inclusive insurance work”. The first webinar focused on clients and impact metrics and was held on 9 November 2016. Speakers: Geric Laude (CARD Pioneer Microinsurance, Philippines), Patrick Mommeja (Allianz Africa, France), Butch Bacani (UN Environment’s Principles for Sustainable Insurance Initiative, Switzerland) and Michal Matul (ILO Impact Insurance Facility (Switzerland). Moderator: Aparna Dalal (ILO's Impact Insurance Facility).
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UNEP-PSI webinar series "Making inclusive insurance work" - session 1: Clients and impact metrics
- 1. Making inclusive insurance work: Clients and impact metrics
- 2. Making inclusive insurance work: Clients and impact metrics 2 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 2 Presenter: Michal Matul Impact Insurance Facility
- 3. The UNEP-PSI and ILO webinar series 3 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”
- 4. Interfacing with the webinar system 4 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
- 5. Clients and Impact Metrics 5 Geric G. Laude President – CARD Pioneer Microinsurance Inc. Microinsurance Champion – Pioneer Group of Insurance Companies
- 6. 6 20,166 157,371 491,353 982,279 1,262,827 1,577,675 8,505,164 20M (est.) 2009 2010 2011 2012 2013 2014 2015 2016 Premium USD 19M Premium USD562K Enrollments Total Microinsurance (Life & Non-Life)
- 7. “You Get What You Measure” 7 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
- 8. Client Visits and Immersions 8
- 9. 9 “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
- 10. Five pillars of customer centricity as a business model 10 Leadership and culture (customer focused leadership and culture) Focusing operations (focusing operations on the customer - compliance, risk, IT, HR, finance, marketing, legal, training) People, tools and insights (collecting information, information, generating insights, informing strategy, informing customer value propositions and and empowering employees) Customer experience (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
- 11. Companies managing customer journeys perform better 11
- 12. What we are working on 12 Voice of the Customer Customer & Agent Journey Mapping Cost Per Transaction Unique Customer Code Customer Lifetime Value Dashboard Organizational Change Management
- 13. 13 Thank you!
- 14. Clients and Impact Metrics 14 Patrick Mommeja Head of Life & Microinsurance Allianz Africa
- 15. Clients and Impact Metrics 15 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
- 16. 16 Do we meet the clients’ needs ? Do we bring relevant value to the clients ?
- 17. 17 Credit life insurance 80 % of premiums but a non consistent claim ratio with some MFIs
- 18. 18 Funeral insurance A very popular and well understand product
- 19. 19 Savings Comprehensive insurance easy to sell even with mobile
- 20. 20 Hospitalisation cash That’s not HEALTH INSURANCE
- 21. 21 Agriculture insurance A strong demand but too sophisticated and expensive
- 22. 22 Our main comments after a 7-year journey : Adopt automatic schemes Simplify Products and processes Reach significant volumes Segment the market (ie.mobile operators).
- 23. 23 Thank you!
- 28. Making inclusive insurance work: Clients and impact metrics 28 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 28 Presenter: Michal Matul Impact Insurance Facility
- 29. Our next webinars 29 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
Editor's Notes
- To familiarize everyone with the webinar system we’re using, let me introduce you to the features that we are going to use to engage our attendees. Aside from the presentation, you should be seeing in your screen panels that looks like this. * Click on the close buttons to hide these panels and reopen them by click on the icons above. You have also noticed that our audience by default are muted, and this is in order for us to manage the noise and confusion * But if you have questions or comments, you can tell us about it by typing in this chat box throughout the presentation. You can also raise your hand. And do indicate your organization so we can mention it in the Q&A. We’ll consolidate all your messages and address them during the Q&A. And lastly, we’ll have polls during this webinar * and you will be asked of your opinion. To participate, simply click on your response, and we’ll share the results.