webinar slides on "new frontiers in microinsurance distribution"
DESCRIPTION
These slides were presented during the Microinsurance Innovation Facility’s second webinar, co-organized with the Microinsurance Network, and held on July 13th, 2011. It focused on "New Frontiers in Microinsurance Distribution", their strengths and weaknesses, and areas that can be explored to make these channels work more effectively from the insurer and client perspective. This webinar follow a recent paper on alternative channels prepared by Cenfri (http://www.ilo.org/public/english/employment/mifacility/download/brnote7_en.pdf). Presenters were Brandon Mathews from the Zurich Financial Services, Anja Smith from Cenfri, and Pranav Prashad from the Facility, with Jasmin Suministrado of the Facility as moderator.TRANSCRIPT
WEBINAR ON
New Frontiers in Microinsurance Distribution
1
Presenter:Brandon Mathews
Head of Emerging Consumer Zurich Financial Services
Presenter:Anja Smith
DirectorCenter for Financial Regulation and
Inclusion (CENFRI)
Presenter:Pranav Prashad
Microinsurance OfficerMicroinsurance Innovation Facility
Guest Presenter:Peter Gross General
ManagerMicroEnsure, Ghana
Moderator:Jasmin Suministrado
Knowledge OfficerMicroinsurance Innovation Facility
Interfacing with the webinar system
Hides/unhidesthe control
panel�Polls will also be
opened during the webinar – participateby clicking on youranswers
2
Tell us what youthink. Type yourquestions/ comments hereeven while the presentation ison-going.
Please send chat TO STAFF
Webinar Attendee Profile
More than 400 registered
3
Distribution establishes the Client/Business relationship
Customer Distribution moment Customer
Insurer
Distribution moment is where customer
and insurer reach an understanding.
Claims moment fulfils that
understanding
4
Done right, distribution improves economic value
Customer
The customer is confident that the risk has transferred.
Customer
InsurerDistribution moment.
Claim moment
The insurer is confident that it knows the risk that it has accepted.
5
Both Customer and Insurer benefit from a “good” sale
Customer Clear Straight-Customer
Insurer
Clear plain
language
Attractive offering
Straight-forward
transaction
6
Examples shown today improve the transaction
further
Customer Expand Customer
InsurerReduce
CostIncrease
Effectiveness
Expand Access & Outreach
7
MI Network organizes work on adjacent key topics
Customer
ImpactFinancial Education
Consumer Protection
Health
Social Protection
Climate Change
Agriculture
Customer
InsurerDistribution of Insurance to Customers
Capacity Building
Data Analysis
Performance Indicators
Regulation
Technology
Actuarial
8
More work is needed
If you have a GREAT IDEA, please contact the Microinsurance Innovation Facility.
If you work for a GREAT ORGANIZATION,If you work for a GREAT ORGANIZATION,contact Veronique at the Microinsurance Network.- Annual membership for your organization: €500- € 10,000 donation will provide annual seed
funding for a working group.
If you have a GREAT DESIRE and EXPERIENCE to contribute, please get involved with the Network Working Groups.
9
Why alternative distribution?
• Characteristics:
– Scale through concentration
– Presence of infrastructure footprint
– Transaction platform
– Standalone voluntary products
– Trusted brand– Trusted brand
• What it is not:
– MFI-based distribution with a specific focus on credit risks, bancassurance
11
Case 1: Hollard/Pep (South Africa)
• Channel: cash-based low-income clothing retailer committed to ensuring value to clients
• Product: Individual & family funeral
• Off-the-shelf distribution
• Take-up: 215k policies (2009)• Take-up: 215k policies (2009)
• Servicing & claims: Premium collection & initial client info collection – Pep; full client registration, on-going service & claims management by TPA
• Key issue: Repeated product changes to make it work, ensuring value to clients top of mind
12
Case 2: Hollard/Take-it-Eezi (South Africa)
• Channel: Third-party bill payment provider operating through network of informal vendors. Use GPSRS technology to facilitate sales of cellular airtime, electricity and insurance.
• Product: Individual and family • Product: Individual and family funeral insurance cover
• Take-up: Low levels of take-up with 1,800 in-force policies (2009)
• Servicing & claims: Vendor does client registration, premium collection. TPA does claims management,
• Key issue: Lack of trusted brand
13
Case 3: Mapfre/Codensa(Colombia)
• Channel: Codensa - largest electricity company in Colombia, around 2m customers in Bogota
• Multiple distribution channels using Codensa’sbill payment system to collect premiums: out-bound call centre, face-to-face sales and mail shots
• Product: Life, PA, funeral, home and vehicle • Product: Life, PA, funeral, home and vehicle insurance
• Take-up: Significant take-up – at least 300k policies sold (2008)
• Servicing & claims: Product administration & servicing shared, Codensa call centre handles claims, Mapfre manages operational side of claims
• Key issue: Innovative use of client information, layered sales approach
14
Case 4: Colseguros/Carrefour
(Colombia)
• Channel: International French supermarket chain, Carrefour
• Product:
– “ PA rounding off” – premium & cover based on small change at payment point
– More complex insurance sold by insurance desk in-store (PA, medical assistance, desk in-store (PA, medical assistance, household content, life cover in the form of monthly payments and life cover in the form of educational support to child dependants)
• Take-up: PA round-off - sold 2.9m policies in 2009
• Servicing & claims: Premium collection & registration– Carrefour; servicing & claims –Colseguros
• Key issue: Product developed to fit clients’ pockets
15
Case 5: Mapfre/Casas Bahia (Brazil)
• Channel: Credit-based appliance and furniture retailer
• Product: Life, unemployment & PA insurance
– Additional policy benefits: lottery ticket, pharmaceutical discountsticket, pharmaceutical discounts
• Sold by in-store Casas Bahia agents/staff
• Take-up: Significant
• Servicing & claims: Joint policy servicing & administration by Casas Bahia & Mapfre
• Key issue: Premium payment, after-sales support through Casas Bahia agents (one point of interaction only)
16
(Some) key issues
• Innovative use of client information
• Need for layered sales approach
• Model success (also by intermediary) requires significant investment:
– Funds (some cases)
– Time and patience– Time and patience
• Distribution innovation not sufficiently client-centric
– Partner commitment to value matters
– Distributors as “one-stop shops”?
17
How to enable insurance sales in a multiproduct environment?
19
Rural Retail : providing outreach
Multiproduct purchases• Customer spends time in the outlets which can be utilised for insurance awareness and conversion
Present in villages catering to multiple customer needs• Need to train in-shop assistants for insurance• Haryali Kisan Bazar with ICICI PrudentialHDFC Ergo20
Multi-pronged delivery model
Technology enabled Distribution
2.Hand heldmachines 3.Mobile Phones
4.Smart Cards /Biometrics
Technology Innovations
Scratch Cards
Handhelds, Mobile phones
Smart cards, PoS
Low ticket premium collectionIdentificationPolicy confirmation
5.PoS system
1.Scratch cards
21
1. Card based premium: Max Vijay
Characteristics:• Various denominations• Premium flexibility• Easy top ups
22
1. Insurance sales at retailers: corner stores
Max Vijay…• Retailer involvement…great for outreach• Create traffic and awareness of availability• Reinforce by in-shop publicity• Explain insurance through posters• Minimise shopkeeper interaction
Lessons from Telecom/FMCG• Starter packs…co. call centre activates• Ideal for top ups…more than 1st time sales
23
2. Hand Held Technology Platform
•Enhanced Reach and accessibility
•On the Spot policy and claims processing
•Storage of various programs on same devise
•Reduce fraud in the system
•MIS and Data Management
•Reduce Transaction time and timely disbursement of money
24
2. Insurance sales stands inside retail outlets:
Bradesco
Certificate
•Instant issue upon sale
•Policy number printed…can be used •printed…can be used for claims
25
ADMINISTRATION•On line enrolment• On line Authorisation• On line bills processing• Electronic transfer of Payment
CUSTOMER ENGAGEMENT• SMS sent when request received• SMS sent when authorization processed• Direct promotional messages on customers’ mobile phones• Policy updates and reminders
3. Mobile phone technology for enrolment and claims
of Paymentto Service Providers
• Policy updates and reminders
• Refreshers• Reminders• Updates• Product clarifications or modifications
Huge reduction in travelling costs and time for training
FIELD PERSONNEL ENGAGEMENT
26
4. Smart Cards4. Smart Cards: “Suitcase based”
enrolment station: RSBY
27
5. Technology based distribution: Rural POSs
• Instant delivery of policy certificate• Awareness creation• Trust factor…run by local population • Multiple services under one roof
ICICI LombardMax New York Life3i Infotec, Comat
28
Reaching closer through direct contact: Farmers’ meetings and Van Campaigns
29
MicroEnsure –Mobile Insurance
Mi-Life Insurance: distributed
by MTN Ghana
Life insurance sold via Mobile Money
Policy bought, managed, claimed on phone
Distributed by dedicated agents in MTN stores
Undercuts other life insurance prices by 50-90%
Mi-Life InsuranceDial Number or Select Option1. Manage my
Insurance2. Claims3. Customer
Support4. Authorised
Agent
GHC 1 = USD 0.70
30
Life insurance sold to Tigo subscribers
Free to subscribers, cover based on airtime
Distributed by dedicated agents in Tigo stores
SMS sent to customer once per month
Tigo Family Care
Insurance: distributed by
Tigo Ghana
MicroEnsure –Mobile Insurance
GHC 1 = USD 0.70
Thank you for using Tigo! Based on your Tigo usage in December, your free life insurance is XXX cedis for January. Use more Tigo, get more insurance!
31
Product & Process Features • Products drive core
goals of distribution partner, not insurer
• Policy covers 2 lives
• Platform taps into
Challenges • Technology – a blessing or a curse?
• Complexity of partnerships and economics
2011 Results • Products growing by
more than 4,500 new lives insured per day
•Will double the number of
MicroEnsure –Mobile Insurance
Product & Process Features
• Platform taps into basic customer behaviour issues, not only demand for insurance
• Client education essential in spite of potential for scale
Challenges
• Diminishing returns on a free product?
• Low loss ratios on embedded product
• Fraud likely to grow but will scale mitigate impact?
2011 Results
number of Ghanaians insured in 2011
•More than 90% of clients are new to insurance
• 2011 FT/IFC Award
32
Wrap-up
• « Alternative Distribution » for the Insurance Industry isactually the primary place where customers shop.
• These channels will reach higher segments in addition to the « target segment» but remain vital to reach this segment.
• Developing the right propositions typically requires • Developing the right propositions typically requires reiteration… and partners committed to value will more often get it right.
• Focusing on this segment requires fundamental innovation to create better access and value.
• The segment also presents opportunity for new market entry and rapid growth along with international recognition.
33