Cardina, the Customer CARDINA'S JOURNEY

Cardina, the Customer

Cardina, the Customer DETAILS OF CARDINA'S JOURNEY

Cardina, the Customer CARDINA'S HEADACHES

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CUSTOMER JOURNEY MAP: CARDINA, THE CUSTOMERJOURNEY MAP

PIONEERPROJECT

14 February 2017EXPORT DATE

FIRST IMPRESSIONS COURTING MARRIAGE MARRIAGE - CLAIMS MARRIAGE - RENEWALS

HOW SHE HEARS WHY SAY YES? WHY SAY NO? Option 1: Pay by Cash Option 2: Pay with Loan Appoints Guarantor Credit Investigation Loan Approved Goes to CARD Office Document Completion Becomes Insured by CPMI Makes Weekly Payment FIRE! Reports Incident House Visit Document Requirements Document Procurement Submits Documents Notification of Approval Collect Payout Apply for Renewal Missed Deadline for Renewal

HOW SHE HEARS WHY SAY YES? WHY SAY NO? Option 1: Pay by Cash Option 2: Pay with Loan Appoints Guarantor Credit Investigation Loan Approved Goes to CARD Office Document Completion Becomes Insured by CPMI Makes Weekly Payment FIRE! Reports Incident House Visit Document Requirements Document Procurement Submits Documents Notification of Approval Collect Payout Apply for Renewal Missed Deadline for Renewal

▸ Neighbour/friend

▸ Family

▸ A fellow center member/Center Chief

▸ Account Officer

▸ MIC/MBA Coordinator at Center Meeting

▸ Saw proof of claim

▸ Easy to pay with loan

▸ Benefits

▸ S.S.S. is not enough

▸ '5-6' lenders don't have insurance

▸ Security for the future

▸ Fast claims

▸ Minimal documents

▸ Cost

▸ Doesn't want to attend CenterMeetings

▸ Lack of understanding of insurance

▸ Afraid company will be bankrupt

▸ Think it’s a scam

▸ Policy lapses, doesn't renew

▸ Skeptical about price hike

If Cardina wants to buy insurance withcash, she goes to CARD office and paysentire insurance policy in one lumpsumamount.

If Cardina wants to buy insurance with aloan, she fills out Loan Proposal formwith Account Officer at Center Meeting.

Usually a family member or fellow CARDmember who can vouch for Cardina.

Account Officer visits Cardina's house. Cardina receives call/SMS from AccountOfficer that loan has been approved, tellsCardina to meet with UnitManager/Account Officer and MIC/MBACoordinator at CARD office for scheduledrelease appointment the following day.

Cardina takes jeepney/tricycle to CARDoffice. She arrives at the office right as itopens but there is already a long line andwaits her turn.

MIC helps Cardina fill out Proof of Coverform and answers any questions she hasabout the policy.

Cardina signs Master Roll with UnitManager or Account Officer, and keepscompleted Proof of Cover as confirmationof her policy.

Cardina is now covered. She receives SMSfrom CPMI as an additional reminder.

Cardina pays insurance loan throughweekly installments at Center Meeting.

Unfortunately Cardina's house catchesfire. Her husband is taken to the hospitalwith smoke inhalation injuries, and thehouse is gone.

Cardina reports the house fire to CenterChief or Account Officer right away.

Account Officer or Unit Manager visitCardina to verify fire damage.

Cardina shows POC to MIC/MBACoordinator who informs her whatdocumentation she needs to make a claim.

Cardina arranges to getbaranguy certificate and fire report, aswell as medical certificate for herhusband.

Cardina gives required documents toAccount Officer.

In 1-5 days, Cardina is notified by PartnerRelationship Officer (PRO) via call/SMSthat claim has been approved.

Cardina goes to Provincial Office to pickup her claims check. Alternatively she canhave it deposited into her CARD bankaccount.

Cardina fills out a new loan proposalform with Account Officer to renew herloan for another year of insurance.

Renewal is same process as enrollment:loan application, guarantor, etc.

Cardina didn't make it to CARD office intime to renew her policy and it lapses.She is now treated as a new customer.

▸ Cardina signs up for insurance withoutfully understanding the products, whatshe's covered for or how to claim.

▸ Insurance products are complicated andthere are too many options.

▸ Cardina doesn't understand howinsurance will benefit her, or which planwould benefit her the most.

▸ Getting to the CARD office costs moneyand can be inconvenient.

▸ Cardina might have to wait all morningjust to spend 15 minutes at her loanrelease appointment.

▸ Cardina is busy and doesn't like theweekly obligation of having to attendCenter Meetings.

▸ Cardina has lost all her belongings andmoney in the house fire. This is a verydistressing time for her and her family.

▸ It's not clear what documentationCardina needs to make a claim.

▸ It takes money, time and effort forCardina to gather requireddocumentation.

▸ There are clearance fees to pay forthe barangay certificate to prove she is aresident, and a cost to obtain a firereport.

▸ If she forgets to obtain the medicalcertificate at the time her husband isdischarged at the hospital, has to travelback (sometimes far) and incurs moreexpense.

▸ Cost for hospitalization can be almost asmuch as the claim, and doesn't seemworth it.

▸ Cardina didn't know her policy wasabout to expire.

▸ Doesn't understand why she needs aguarantor again after being a goodcustomer.

▸ No option to renew early or sign upfor more than 1 year insurancecoverage at a time.

▸ Has to go through the wholeenrollment process again if she wantsto renew her policy.

▸ Contestability applies again, andCardina is upset because she onlymissed the deadline by a couple days.

▸ No grace period for being a loyalcustomer.