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).

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!

24. Audience poll 1
24

25. Audience poll 2
25

26. Audience poll 3
26

27. Concluding thoughts
27

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