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 organizing a six-part webinar series with the theme, “Making inclusive insurance work”. The second webinar focused on distribution and technology and was held on 9 February 2017. Speakers: Susan Walls (South African Insurance Association), Munir Duri (Kifiya Financial Technology, Ethiopia) and MK Balachandran (HDFC Ergo General Insurance, India). Moderator: Pranav Prashad (ILO's Impact Insurance Facility).

1. Making inclusive insurance work:
Distribution and technology

2. The UNEP FI-PSI and ILO webinar series
2
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 organizing a six-part webinar series with the theme,
“Making inclusive insurance work”.
Today’s session will focus on “Distribution and technology”

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3
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4. Making inclusive insurance work:
Distribution and technology
4
Presenter:
Munir Duri
Kifiya Financial
Technology
Ethiopia
Presenter:
MK Balachandran
HDFC Ergo General Insurance
India
Facilitator:
Pranav Prashad
Impact Insurance
Facility
4
Presenter:
Susan Walls
South African Insurance
Association

5. What is the usual role that a distribution channel
plays
• Sales / enrolments
• Payment collections
• Consumer education
• Assisting in claims
Audience poll 1
5

6. • Distribution team is the first and in some cases,
the only contact with the customer
• It is not merely selling but an entire customer
experience
Distribution in inclusive insurance
contacting
educating
promoting
counselling
enrolment
premium
collection
assisting in claims
settlement
renewals

7. How are insurers evolving
Monitoring and evaluation
Working with distributors to do more
than enrol clients
Forming strong partnerships by
delivering value
Working with an ever wider range of
distribution channels

8. Possible
channels
Financial
institutions Community
based
Retailers
Agent
networks
MNOs
Post
Offices
Employers
Direct
sales
8

9. Distribution and technology
9
Susan Walls
South African Insurance Association

10. About SAIA
The South African Insurance Association (SAIA) is the
representative body of the short-term insurance
industry. It represents the industry to all relevant
stakeholders to ensure a sustainable and dynamic
industry. SAIA has 59 members, comprising all
categories of short-term insurers, including reinsurers.
Its members abide by the SAIA Code of Conduct,
which ensures adherence to best-practice industry
standards and self-regulation

11. Vision
To promote and represent the interests of the
short-term insurance industry, while leading and
enhancing the efforts of the industry to become
recognised and trusted as an important
contributor to the South African economy and
society.

12. Improving value through technology
R115.2 billion opportunity
• South Africa has been slow to go digital. An Accenture survey
shows that the local market prefers, and is ready for, digital
engagement. If local players can meet this need, they can
increase their gross written premiums (GWP) by USD 10 billion
by 2020
• To achieve this, they need to re-imagine their business services
and solutions around the customer, embed digital into their
systems and processes, and meet five digital imperatives that will
help them address key customer challenges

13. 5 Imperatives for success
• Be accessible: Customers want to interact via multiple channels; insurers
should build the capability to meet evolving preferences
• Be trusted: Data management and ethics are core to building trust, which
is essential to encourage digital engagement.
• Be responsive: Insurers should address key areas in which they are failing
to meet customer expectations, such as efficiency of claims services.
• Be relevant: Insurers should aim for a 360-degree view of the customer to
understanding their needs and personalise interactions.
• Be smart: Smart solutions such as telematics present significant
advantages but will require building strong partnerships
Both a challenge and opportunity for distribution and use of technology
• Aid in building trust

14. Distribution and technology
14
Munir Duri
Kifiya Financial Technology
Ethiopia

15. 15

16. Who we are
16

17. Our micro insurance digital service
infrastructure
17

18. Our services: providing access to distribution
set up and aggregator for agents
18

19. Our services: creating markets for inclusive
insurance
19
NDVI based crop insurance pilot
2 insurance companies 4500 policies
issued
Sum assured
USD 208,000
Claims paid
USD 43700

20. What role can a distribution channel play in the claims
process
• Reporting and recording claims
• Connecting beneficiaries with appropriate service
providers and informing them about relevant claims
procedures
• Controlling fraud and keeping claims in check
• Claims payments
• All of the above
Audience poll 2
20

21. Inclusive Insurance through
Technology led Distribution
21
MK Balachandran
HDFC Ergo General Insurance
India

22. Technology for Rural outreach
Technology solutions for delivery of products and services :
22
Tablet based Point of Sale solution
for field force in remote villages
Features
 A wing to wing point of sale system which works in
online and offline mode
 Integrated platform that encompasses proposal and
policy underwriting, policy issuance and printing
 Capturing land records and customer photo
 Support laptops and tablet devices with Microsoft
windows as a platform
 Instant policy issuance and guaranteed policy delivery
to the customer
 Achieved better control on risk exposure
 Point of sale booking giving more visibility and
transparency.
 Faster clearance of Government Audits as the reports
are available on real time basis.
 Efficient Quality Check at operations level and storage &
maintenance of essential documents
Key Benefits
Office in a Bag

23. Distribution through
Business Correspondent Model
23
 Working on FI for Banks providing mobile banking solutions, through Smart card Technology at customer door step using POT
machines
 Partnering to launch technology ( Combination of POT & Mobile ) enabled model to sell a new product in micro space in
India - Hospital Cash with Telemedicine
 BC model offers mobile banking solutions at customer’s doorstep
 Facilitates standardization of delivery platform, back-end database
management system and data maintenance format
 Card acts as the Identity card as well as ATM Card
 Enrollment through battery operated POT machines
 Data captured on the card is sent to the insurer’s database
 Premium amount is credited to insurer’s bank account
 Enables on the spot policy issuance and inception of Insurance Cover
 Premium payment is made through the card

24. Common Service Centers
24
CSC is a strategic cornerstone of the National e-
Governance Plan (NeGP) approved by Government of
India in May 2006
Objective
Delivering Public, Social and Private Services
Making socially backward people a part of
inclusive growth
Promoting Rural Entrepreneurship
Providing access to quality education/skill up
gradation
Enabling community participation and
effecting collective action for social change
CSCs offer web-enabled e-governance services in Rural
areas on:
G2C Services
Online Bill payment - Electricity, Water etc
PAN card, Passport Services ,Aadhaar etc
Issuing certificates , land records etc.
B2C Services
Financial Inclusion - BC Pension, Insurance
Mobile / DTH Bill Payments / Recharges
e-Learning and e-Commerce
About CSC One Stop Solution for all rural needs
VLE
Login
Policy
Issuance
e-KYC
Auth
Cust Info
and
Payment
CSC
Payment
Gateway
Product
Select +
Premium

25. CSC – An Overview of our Presence
25
 Completed Integration with CSC Portal for
Motor Third Party Liability, Personal
Accident, Farmers Package Policy and
Standard Fire and Special Perils.
 82% of the Portfolio Consists of Two
Wheelers Liability Only Policies, basis
count.
 Over 11000 Licensed Individuals, Pan India,
called Rural Authorized Persons, have
been authorized to write Insurance, on our
behalf, at our Rural Areas, vide a seamless
flow of information for Policy Issuance and
Servicing System.
 Over 100000 Policies stands issued on this
platform by HDFC ERGO, a share of 68%.
 IRIS and Biometric Instruments catered for e-KYC enabled
Modules towards roll out under CSC Platform, again the 1st GI
Company to do so.
0%
6%
68%
12%
4%
0%
0%
6%
0% 2% 0%
A
B
HDFC ERGO
General Insurance
C
D

26. Mobile App for Crop Insurance Claims
26
Real time data
capture
• GPS coordinates, farmer details, plot details, crop
details
• Video and Photo of harvesting
Yield capture
• Capturing yield on the spot
• Farmer signature , Govt official’s consent
Data integration
with server
• Yield data and other details send via GPS real time
• Real time data monitoring and eliminates fraud
completely

27. Mobile Technology - Live stock Insurance
27
Details captured – Photograph, Health status & other details of
the cattle, customer information
Real time data transfer to insurance company’s server via
GPRS
Policy issued - Facility for policy download in app
Same app to be used during claims - surveyor/vet to access
the policy details and photograph via mobile for verification
Claims details to be uploaded back via app

28. Health Insurance - Mobile enrolment
28

29. • While the drive for inclusive insurance has shown promise,
the question is can scale be achieved and viable market
created in the absence of the use of digital technology
• Estimates are that by embracing digital technology the growth
potential of the insurance sector can be more than doubled.
Hence, insurers must re-imagine services and solutions
around the customer and seize the digital opportunity
• Technology aids distribution efforts attain scale, transparency
and customer satisfaction
Concluding thoughts
29

30. Making inclusive insurance work:
Distribution and technology
30
Presenter:
Munir Duri
Kifiya Financial
Technology
Ethiopia
Presenter:
MK Balachandran
HDFC Ergo General Insurance
India
Facilitator:
Pranav Prashad
Impact Insurance
Facility
30
Presenter:
Susan Walls
South African Insurance
Association

31. Technology assisted distribution can help
with “Responsible insurance”…
31
Used effectively by consumers to
protect themselves from risk

32. Our next webinars
32
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:
3. Health – 28 February 2017
4. SMEs and value chains - March 2017
5. Agriculture and climate risks- April 2017
6. Insurance regulation – May 2017