Face to Face. Connecting the need and solution. Johann van Niekerk Head of Strategic Marketing, RGA Reinsurance Company of SA

Transcription

1 Face to Face Connecting the need and solution Johann van Niekerk Head of Strategic Marketing, RGA Reinsurance Company of SA 3rd African Insurance Distribution and Bancassurance Conference 14 May 2013

2 Why are these chaps smiling? Sam Yagan CEO clients US$ in 2012 Match.com Shayan Zadeh and Alex Mehr Co-CEO s and founders clients US$ in 2010 Zoosk 2

3 The Four C s * Customer, not Product Focused on customer value Cost, not Price Mindful of what customers pay, and their situations Convenience, not Place What is the customer experience? Communication, not Promotion Interacting, and building relationships * With thanks to LIMRA 3

4 The value of face to face 31% Of bancassurance premium was derived from transactional product sales * 18% came from advised sales * RGA 2012 South Africa Bancassurance Survey 4

5 The capacity in the system 5

6 Connecting with Clients RGA Mystery Shopping 6

7 RGA Bank Branch Mystery Shopping Soft Leads 2011: 2 out of 23 branches (9%) 2012: 19 out of 42 branches (45%) 7

8 RGA Bank Branch Mystery Shopping Direct Request Walk In First Referral Second Referral Information desk (38.1%) Teller (46.0%) Other (12.7%) Consultant (51.7%) Information Desk (6.9%) Financial Advisor (41.4%) Consultant (11.5%) Financial Advisor (80.8%) Insurer (7.7%) 8

9 How hot is that lead? 9

10 Connecting Client and Advisor The Advisor s View RGA Kano Survey 10

11 Referral process Time 8% 6% Agree Indifferent Disagree "I currently have the time capacity to handle additional referrals from bank representatives." 87% Time is not the issue. Quality leads are needed. Working on Case Load Prospecting for new Leads 73% VS 12% 11

12 Referral process Quality leads "I currently have a systematic way of obtaining high quality leads from bank representatives." 4.1% 19.1% 27.4% 40.9% 8.5% Strongly Disagree Disagree Neither Agree nor Disagree Agree Strongly Agree Advisors want to work on leads, but is the system adequately supportive? 12

13 Referral process Advisor loyalty and belief 17% 13% 4% 21% Strongly Agree Agree Neither Agree nor Disagree Disagree "Purchasing insurance through our bank distribution system offers clear advantages for the client compared to buying insurance from other sources." Strongly Disagree 45% Almost 70% of advisors show real faith in bancassurance 13

14 Referral process Advisors perceptions of bank representatives "Most Bank Representatives... Agree Indifferent Disagree 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 42.0% 36.1%.clearly understand why they should refer their clients for insurance advice." 34.8% 46.7%...believe in the value of life insurance products." 41.6% 34.0%...understand clients' insurance needs best addressed here and not elsewhere." Consistent perception that bank reps lack buy-in and understanding 14

15 Referral process Advisors perceptions of bank representatives 18% 36% Yes 46% No Are the clients insurance needs a top financial priority for the bank reps? Which brings us back to what is happening in the branch... 15

16 Referral process Kano results Key points Performance Delighter Must Indifferent R/Q Consistent referrals 76.5% 13.2% 7.5% Referral - post loan intro 61.9% 10.9% 17.0% 8.4% Referral - file reviews 56.8% 15.8% 20.0% 6.8% Referral - short intro 47.6% 19.2% 16.4% 10.0% 6.9% Regular updates 39.2% 25.2% 11.0% 18.8% 5.7% Follow referrer rules 23.6% 25.5% 12.8% 31.0% 7.1% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Simple interpretation most frequent response determines attribute type 16

17 RGA Recommendations To capture more of what s out there Training on products available and leads handling Direct the in-branch traffic More communication on the availability of F2F? Review: The source of leads The leads management process Incentives for leads management Get the other side of the story from bank representatives Focus on the relationship between bank rep and advisor Advisors are prepared to come to the party Keep up the good work! 17

18 Thank you for your attention. 18