KPI Benchmarking Report
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1 Life Insurance and Similar Products - Policy Administration KPI Benchmarking Report Analysis of Peer Insurance Company Performance ABRIDGED CONTENT Purchase to View Full Benchmarking Report! What's Inside? 1. Benchmarks & High Performer Characteristics 2. KPI Definitions & Measurement Details 2018 Version
2 Benchmarking Report Terms & Conditions The OpsDog Life Insurance Policy Administration Benchmarking Report 2018 OpsDog, Inc. The OpsDog Benchmarking Reports and their contents are protected by copyright laws, contain the trademark OpsDog, Inc., and are OpsDog s proprietary information. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording or otherwise, without written permission from OpsDog, Inc. OpsDog, Inc. assumes no liability with respect to the use of the information contained herein which is provided as is and there are no warranties of any kind provided by OpsDog with respect to this report. OpsDog assumes no responsibility for errors or omissions and will not be liable for any damages resulting from the use of the information contained herein. OpsDog, Inc Augusta Dr., Suite 200 Houston, TX Tel: bm.opsdog.lifeinsurance.policyadmin.sample OpsDog, Inc. 1 of 6
3 Report Details & Methodology The OpsDog Life Insurance Policy Administration Benchmarking Report More than 60,000 KPI values (i.e., data points) were analyzed to produce benchmarks for the 19 KPIs included in this report. 1 Data Range: Region(s) Included: United States The benchmarks included in this report were found to be comparable across companies of varying sizes (i.e., number of employees, total revenue). Methodology: Data Collection & Validation 1. Gather OpsDog s analysis team aggregates data collected through traditional consulting engagements and targeted research. 2. Refine Aggregated data is standardized, categorized and run through multiple validation checkpoints prior to being stored in our database 3. Package We analyze and compile comparable data, then package our findings in the form of benchmarking reports and data sets. Looking for customized research and analysis? Contact our research team. P: E. info@opsdog.com Note: 1 The sample size of the observed data varies for each KPI. bm.opsdog.lifeinsurance.policyadmin.sample OpsDog, Inc. 2 of 6
4 Industry Peer Group Composition Peers Selected Based on Product Offerings, Geography, Size Representative Industry Peer Group Peer Comparability Based on 3 Attributes 1 Product Offerings/Range 2 Geography 3 Products offered to individual and/or retail customers. Group & Individual Customers Life & Annuities Accident & Health Disability Long-Term Care Medical Retirement/Investment Products Operate either primarily in the United States and/or exhibit global presence. United States Company Size/Range (Employees) Relatively large, Fortune/Global 1,000-sized organizations. Large: Over 50K Employees (Axa, Allianz, etc.) Mid-Size: 20K - 50K Employees (Travelers, USAA, etc.) Smaller: Less than 20K Employees (Kemper, Aflac, etc.) bm.opsdog.lifeinsurance.policyadmin.sample OpsDog, Inc. 3 of 6
5 Table of Contents Life Insurance and Similar Products - Policy Administration KPI Name Customer Satisfaction (CSAT - Pensions & Employee Benefits) Cost per Transaction - Pensions & Employee Benefits Operating Expense per In-Force Policy (Policy Administration - Annuities) Operating Expense per In-Force Policy (Policy Administration - Individual Life) Percentage of Transactions Processed within SLA - Combined Group Transactions Processed per Employee - Combined Group Billing: Outbound Quality Transaction Submission Error Rate (Inbound Errors - Pensions & Employee Benefits) Employee Turnover Rate Employee Turnover Rate (Involuntary) Employee Turnover Rate (Voluntary) Span of Control Complaints per Policy - Pensions & Employee Benefits Complaints per Policy - Annuities Past Due Premium Payments ($; by Age - Individual Life) Policy Lapse Rate - Group Life Policy Lapse Rate - Individual Life Mean Time to Detect Cybersecurity Incident Mean Time to Repair (Critical Systems) KPI Category Customer Experience Financial Financial Financial TAT Efficiency NIGO/Quality NIGO/Quality Page # bm.opsdog.lifeinsurance.policyadmin.sample OpsDog, Inc. 4 of 6
6 Customer Satisfaction (Policy Administration) Key Performance Indicator (KPI) Definition & Measurement Details KPI Definition: Customer Satisfaction (Policy Administration)? The number of policyholders that indicate they were satisfied with the company s policy administration and servicing divided by the total number of policyholders surveyed, as a percentage. Why should this KPI be measured? This KPI measures the satisfaction with the company s policy administration and transaction processing methods. A lower than average value for this KPI may suggest a number of issues with policy administration processes, including overly complicated policy changes or renewals, excessive complaint response times, inadequate policy reinstatement processes, flawed policy cancellation/termination/ surrender procedures, etc. This KPI is extremely significant for policy administration, as it can be a strong indicator in policyholder retention/ attrition, and acquiring new policyholders is much more costly than retaining existing policyholders. How is this KPI calculated? Two numbers are used to calculate this KPI: (1) the number of policyholders who expressed satisfaction in the company s policy administration, and (2) the total number of policyholders that respond to the survey. This KPI would measure overall satisfaction with the policy administration process (transaction processing, error corrections, policy cancellations and reinstatements, beneficiary changes, etc.) and would include any of the company s products (Retirement & Income Solutions, ABRIDGED CONTENT Accident & Health, Life, Annuities, etc.). The measurement of this KPI can vary by company, but is typically calculated by adding the number of Purchase to View Full Definition & Measurement Details! responses that rated their satisfaction as a 4 or 5 (on a 5 point scale) and divide that number by the total number of responses. Formula Number of Policyholders who Indicate Satisfaction / Total Number of Policyholders who Completed Satisfaction Survey bm.opsdog.lifeinsurance.policyadmin.sample OpsDog, Inc. 5 of 6
7 Customer Satisfaction (Policy Administration) KPI Benchmarks & Performance Summary Customer Satisfaction (Policy Administration) United States Product: Pensions and Employee Benefits KPI Definition Customer Satisfaction (Policy Admin) Avg () SAMPLE CONTENT Purchase to View Actual Benchmarking Data! X% The number of policyholders that indicate they were satisfied with the company s policy administration and servicing divided by the total number of policyholders surveyed, as a percentage.(online FAQs, etc.) Agents cross-trained to handle and resolve multiple call types Performance KPIs are well-defined, Summary tracked and tied to Peer Avg Peer High KPI Type: XX Unit: XX Peer A High Performers Peer B Peer C Peer D Peer E Peer F Low Performers Is High or Low Best?: XX How to read this chart: This chart displays the performance of each company within the observed sample for this particular metric, or Key Performance Indicator (KPI). Values are ordered based on performance; high performers on the far left, to low on the far right side of the chart. bm.opsdog.lifeinsurance.policyadmin.sample OpsDog, Inc. 6 of 6
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