The Next Innovations in Bancassurance

Transcription

1 The Next Innovations in Bancassurance Ola Oyekan, PhD Research & Development Specialist, RGA 12 th October, 2015

2 Agenda RGA and bancassurance Bancassurance trends & case studies Business models Bancassurance market size _Life Products Distribution Sales process Summary 2

3 RGA s Bancassurance offering RGA Global Surveys Strategy Development Product and Pricing Underwriting Distribution Admin & Claims Reinsurance and Capital A Idea generation/ innovation workshops E Benefits design I AURA e- underwriting platform M Voice of the channel (VOC) studies Q Claims management outsourcing * U Quota share reinsurance B Market research and surveys F Policy contract wording J Global Underwriting Manual (GUM) N Mystery shopper studies R Claims manager training V Up-front project financing C Global market benchmarking G Pricing and assumptions K Underwriting questions development O Cross/up-sell predictive modelling S Electronic enrollment platforms * W Reserving and capital management D Business case development H Regulatory filing management L FAC support P Sales force/ advisor training support T Turnkey benefits admin * * In conjunction with 3rd party providers 3

4 Bancassurance models 4

5 Bancassurance models Distribution Agreement Playing the field Strategic Alliance Going Steady Joint Venture Moving in Integrated Bancassurance long-term commitment Source: RGA Global Bancassurance Surveys, LIMRA (2012) 5

6 .deep integration between banks and insurers Executive Buy-In Operational Integration Seamless technology interfaces that make all bancassurance workflows electronically available through the bank s core IT systems Culture Integration Minimize the cultural differences between the sales and support personnel Management Report Integration Reports on sales, targets and achievements should be expressed in banking language 6

7 Single view of the customer Banking and insurance data integration A one client view A one client view doesn t exist, doesn t exist, 1 Access to client Access to client banking information banking information but not a completely but not a completely integrated integrated system, system, 2 2 Access for some channels channels and and some products, products, 1 1 Source: 2015 RGA South Africa Bancassurance Survey 7

8 Bancassurance Market Size _ Life RGA Bancassurance Trends and Best Practices 8

9 Bancassurance market size_life 9

10 Global Bancassurance Market Source: TechNavio (2013) Global Bancassurance Market 10

11 Bancassurance Products 11

12 Bancassurance products in South Africa Embedded products Transactional products Standalone products Credit life Funeral Personal accident Hospital cash All other risk products Investment products Source: 2015 RGA South Africa Bancassurance Survey 12

13 Expansion of product offering Higher premium Universal Life HNW UL HNW Medical Reimbursement / CI Disability, Accident, Hospital Cash, CI Single Premium Whole Life Traditional and Variable Annuities Heavy savings products E.g. endowments, annuities Additional health products Term Life Funeral cover Lower premium Low Income Bank products linked to insurance Mass Market Retirees Affluent / HNW Customer Target Segments Source: RGA Global Bancassurance Surveys 13

14 RGA product development trends MEXICO Critical Illness Hospital Cash Surgical Cash *Includes all products (not just bancassurance) UK Substandard Annuity Wrap Protection Whole Life Product SPAIN & ITALY SI Cancer Stand Alone TPD Preferred Term Long Term Care Activity-Based Term Assurance Credit Life DM Term Life Health Insurance Dental Insurance GERMANY & SWITZERLAND Essential Ability Serious Illness Substandard Annuity Disability Income High Net Worth SOUTH AFRICA Credit Life Critical Illness Disability Insurance Hospital Cash Funeral Cover Enhanced Annuities CEE Mortgage Protection Accidental Partial Disability Preferred Term INDIA OnlineTerm Deposit Continuation Accidental Hospital Cash Non-Medical Graded Term CHINA Increasing Term Life Single Premium Par Endowment Long Term Care HONG KONG & TAIWAN GI Mortgage Protection GI Term Life Limited Pay CI Bucket CI Early Stage CI Menu CI SI Mortgage Protection ROP Products (Death, Cancer, Hospital Cash) Cancer MR Long Term Care High Net Worth Preferred Term & Whole Life Mortgage Protection CI Annuity SOUTH KOREA Female CI Senior CI Senior Hospital Cash Staged Cancer Silver Cancer JAPAN Impaired Annuity Long-Term Level Term Life Preferred Life (Long Term) Mortgage DI (from CI) AUSTRALIA & NZ Mortgage Protection Simplified Issue CI TPD Assist 14

15 Case study: Product innovation Surgical cash product without a list of surgeries Targeted at middle class consumers All surgery is covered Low face amounts Benefits payout after; Surgical procedure > 48 hours in a certified hospital Underwriting two yes/no questions Sold through bancassurance channels Reached > 12,000 insured lives in first year Surgery Coverage (Basic Benefit): Face Amount; lump sum: A. MXN 25,000 (US 1,925) B. MXN 50,000 (US 3,850) C. MXN 100,000 (US 6,700) Hospital Cash Benefit (Additional Benefit) only due to surgery: 20% of Face Amount; lump sum: A. MXN 5,000 (US 385) B. MXN 10,000 (US 770) C. MXN 20,000 (US 1,440) High-cost Surgeries (Additional Benefit): Double payment in case of expensive surgeries, such as: Open heart surgery Removal of large bowel Major organ transplant (colectomy) (of specified organs) Cervical spine surgery Brain aneurysm surgery Radical cancer surgery Skin graft surgery (to Brain surgery treat severe burns) Lung removal (lobectomy) 15

16 Bancassurance Distribution 16

17 Multi-channel distribution Bank tellers Branch managers Business bankers Branch consultants Wealth advisors In-branch sales force Tied and Multi-tied advisors Call centers Bancassurance distribution Independent Financial Advisors (IFAs) Mobile Online Growth channels Source: 2015 RGA South Africa Bancassurance Survey 17

18 Case study: Distribution innovation Telemarketing, bank tellers, online, ATMs Customer 18

19 Case study: Distribution Innovation Quick cover first UK life insurance journey designed for mobiles Primarily focus on customers who already identified their insurance needs and attracted by insurers brand via mobile from quotation to underwriting to payment Easy 2 mins application (Yes / No uw questions, max. 12 questions) Simple product that covers death and terminal illness only Underwriting Acceptance Rate 60% validating predictions 90% of applicants who start the underwriting journey finish it 19

20 Customer Segmentation 20

21 Bancassurance customer segments South Africa Australia & New Zealand Middle / mass market 100% 100% Affluent / HNW 43% 86% Affluent / HNW Low income 75% 75% 68% 76% Middle / mass market SME Current Commercial loan Growth customers 43% 57% 86% Current Growth Affluent / HNW 53% 73% Japan Retirees 47% 53% Current Source: RGA Global Bancassurance Surveys Middle / mass market Growth 47% 53% 21

22 Bespoke approach to customer segmentation Customer Segment Products Underwriting Marketing Approach Distribution Private Banking Comprehensive Innovative Targeted Limited Affluent / preferred Retirees Mass Market Varied approaches to lead generation Utilizing all the possible channels Low Income Simple Simple Source: RGA Global Surveys 22

23 Applications of data analytics in the bancassurance sales process 23

24 Areas of improvement for bancassurance sales Insurers perspective Embedded Transactional Standalone Customer segmentation Lead generation Product development Administration Customer service Sales training Underwriting Distribution Source: 2014 RGA Bancassurance Survey 24

25 Applications of data analytics across the policy lifecycle Sales & Marketing Underwriting In-force Management Claims Propensity to Buy Underwriting Risk segmentation Crosssell/Upsell Fraud detection Distributor Quality Assessment Case Prioritisation/ Triage In-Force Retention Claims Triage Preferred Risk Selection Non- Disclosure Experience Analysis Nondisclosure 25

26 Non-Standard Rate Case study: Predictive underwriting Southeast Asian Bancassurer Objectives To have a simplified underwriting and sales process with high take-up for the best risks To reduce acquisition cost To improve financial performance Business Application & Lift Plot Lift Plot of the Validation Results 11 statistically significant variables in model, Age, gender, branch, AUM, customer segment No underwriting Declined questions for the best 20% risks; next best Rated 20% for simplified issue with only one UW question Data Two data sources combined o o Underwriting data at the time of Issue The bank s financial database About 80 variables available for modeling o For ex. Demographic Info, Bank & Insurance Product Info and Bank Transactions Average Non-Standard Rate GI Life GI SI Life Sorted Model Output 26

27 Case study: Cross- And Up-Sell Life insurer in Asia Underwriting Claims To Make Marketing Offers 13x increase in conversion over historic sales campaigns Input Medical Claims Data Process RGA Underwriting Engine Output No Upsell Offer to impaired lives SI Offer to moderately impaired GI Offer to minimally impaired 27

28 Summary Bancassurance is sizable, growing and increasingly important channel. Growing trend towards exclusive arrangements between banks and insurers. Deep integration between the bank and insurer is vital to success Expansion of product portfolio to complex risk products Integrated multichannel distribution Increasing use of data and analytics to improve customer segmentation sales, retention and experience. 28

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