{"id":2347,"date":"2017-10-28T15:00:23","date_gmt":"2017-10-28T15:00:23","guid":{"rendered":"https:\/\/microinsurancemaster.org\/?p=2347"},"modified":"2018-11-09T06:54:36","modified_gmt":"2018-11-09T06:54:36","slug":"customer-centricity-in-microinsurance","status":"publish","type":"post","link":"https:\/\/microinsurancemaster.org\/customer-centricity-in-microinsurance\/","title":{"rendered":"The Case For Customer Centricity In Microinsurance"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2347\" class=\"elementor elementor-2347 elementor-bc-flex-widget\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-hbn0es3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"hbn0es3\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-txdpud2\" data-id=\"txdpud2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8m2sc4i main-article-title elementor-widget elementor-widget-heading\" data-id=\"8m2sc4i\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">The Case For Customer Centricity In Microinsurance<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-z5e8i51 elementor-widget elementor-widget-image\" data-id=\"z5e8i51\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2900\" height=\"1526\" src=\"https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/PioneerCustomerCentricity.jpg\" class=\"attachment-full size-full wp-image-2370\" alt=\"Pioneer Customer Centricity\" srcset=\"https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/PioneerCustomerCentricity.jpg 2900w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/PioneerCustomerCentricity-300x158.jpg 300w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/PioneerCustomerCentricity-768x404.jpg 768w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/PioneerCustomerCentricity-1024x539.jpg 1024w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/PioneerCustomerCentricity-350x184.jpg 350w\" sizes=\"(max-width: 2900px) 100vw, 2900px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3kujyfc margin_top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3kujyfc\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7mp9hbf\" data-id=\"7mp9hbf\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7s99e3b elementor-widget elementor-widget-text-editor\" data-id=\"7s99e3b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>We all get it: putting customers at the centre of our work is supposed to make them happier and, as a result, makes our business grow.<\/p><p>I mentioned Apple in a <a href=\"https:\/\/microinsurancemaster.org\/whats-the-why-of-microinsurance-master\/\">previous blog post<\/a>. Steve Jobs\u2019s vision to start with the customer experience and work back to the product &#8211; not the other way around &#8211; has turned the company into the largest tech company worldwide.<\/p><p>Amazon, which wants to be &#8220;<em>Earth&#8217;s most customer-centric company<\/em>&#8221; follows closely.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-jjy3xdy elementor-widget elementor-widget-spacer\" data-id=\"jjy3xdy\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-column .elementor-spacer-inner{height:var(--spacer-size)}.e-con{--container-widget-width:100%}.e-con-inner>.elementor-widget-spacer,.e-con>.elementor-widget-spacer{width:var(--container-widget-width,var(--spacer-size));--align-self:var(--container-widget-align-self,initial);--flex-shrink:0}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container,.e-con>.elementor-widget-spacer>.elementor-widget-container{height:100%;width:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer{height:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner{height:var(--container-widget-height,var(--spacer-size))}.e-con-inner>.elementor-widget-spacer.elementor-widget-empty,.e-con>.elementor-widget-spacer.elementor-widget-empty{position:relative;min-height:22px;min-width:22px}.e-con-inner>.elementor-widget-spacer.elementor-widget-empty .elementor-widget-empty-icon,.e-con>.elementor-widget-spacer.elementor-widget-empty .elementor-widget-empty-icon{position:absolute;top:0;bottom:0;left:0;right:0;margin:auto;padding:0;width:22px;height:22px}<\/style>\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0fpqtx2 elementor-widget elementor-widget-heading\" data-id=\"0fpqtx2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The challenge of customer centricity in microinsurance<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-z70onob elementor-widget elementor-widget-text-editor\" data-id=\"z70onob\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In microinsurance too, building a truly successful customer-centric practice requires a change of thinking.<\/p><p>Microinsurance customers have different insurance needs to traditional insurance clients.<\/p><p>We are therefore required to start from our customers\u2019 needs and fully understand them to develop insurance solutions that best respond to these &#8211; not create products that we \u2018shoehorn\u2019 customers into agreeing to buy.<\/p><p>Microinsurance customers require adapted enrolment and payment processes and a lightweight and superfast claim-handling service. Most microinsurance customers have extremely limited savings (if any) so the consequences of not being there in their time of need seriously jeopardises the value of the solutions.<\/p><p>And all that customerisation needs to be developed from a very small premium only. Though small for the insurer, from the microinsured perspective, it is a serious investment. Clients want to see value for their purchase or might not renew otherwise.<\/p><p>Microinsurance challenges insures to act beyond the traditional insurance model.\u00a0 Being truly customer-centric requires a step away from product-driven thinking; it means radically redesigning processes, taking many companies out of their comfort zones.<\/p><p>It involves trial and error and a lot of guts, supported by an empowering leadership that is comfortable with ceding authority to those who are closest to the client. This breaks existing departmental thinking and hierarchies.<\/p><p>Yep, it&#8217;s quite something to really practice what you preach with customer centricity.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-rdug3zu elementor-widget elementor-widget-spacer\" data-id=\"rdug3zu\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-nx6i8h6 elementor-widget elementor-widget-heading\" data-id=\"nx6i8h6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer centricity works - here\u2019s the proof<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0jox3ux elementor-widget elementor-widget-image\" data-id=\"0jox3ux\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"477\" src=\"https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/CGAP-customer-centricity-guide-1024x477.jpg\" class=\"attachment-large size-large wp-image-2349\" alt=\"CGAP customer centricity guide\" srcset=\"https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/CGAP-customer-centricity-guide-1024x477.jpg 1024w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/CGAP-customer-centricity-guide-300x140.jpg 300w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/CGAP-customer-centricity-guide-768x358.jpg 768w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/CGAP-customer-centricity-guide-350x163.jpg 350w, https:\/\/microinsurancemaster.org\/wp-content\/uploads\/2017\/10\/CGAP-customer-centricity-guide.jpg 1261w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Photo: http:\/\/customersguide.cgap.org<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-s2l6kx7 elementor-widget elementor-widget-text-editor\" data-id=\"s2l6kx7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>CGAP, a global partnership of over 30 leading organisations that seek to advance financial inclusion, just launched a <a href=\"http:\/\/customersguide.cgap.org\/\" target=\"_blank\" rel=\"noopener\">customer centric guide for financial inclusion<\/a> to support financial service providers in become more customer-centric.<\/p><p>This is a hands-on toolkit, based on the experience of a handful of champions that are working on the frontlines of customer centricity.<\/p><p>Pioneer Insurance in the Philippines, the host of the upcoming Microinsurance Master programme, served as the microinsurance pilot for this.<\/p><p>Its microinsurance business is proof that the challenges of becoming customer-centric can pay off handsomely. The company has seen its microinsurance business grow from 266,000 enrolments to 18 million enrolments in just five years.<\/p><p>It attributes its success largely to becoming a <em>better listener<\/em> to its customers\u2019 needs. Their customers asked for claims to be paid fast. That&#8217;s just what they did.<\/p><p>As you can see in the video below, employee immersion visits and a tailored onboarding programme have helped the company to strengthen its customer-centric culture.\u00a0 Its microinsurance division has piloted the way ahead for other Pioneer divisions.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-h4r160i elementor-widget elementor-widget-video\" data-id=\"h4r160i\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=clcPxaX8VWg&t=22s&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 25-04-2024 *\/\n.elementor-widget-video .elementor-widget-container{overflow:hidden;transform:translateZ(0)}.elementor-widget-video .elementor-wrapper{aspect-ratio:var(--video-aspect-ratio)}.elementor-widget-video .elementor-wrapper iframe,.elementor-widget-video .elementor-wrapper video{height:100%;width:100%;display:flex;border:none;background-color:#000}@supports not (aspect-ratio:1\/1){.elementor-widget-video .elementor-wrapper{position:relative;overflow:hidden;height:0;padding-bottom:calc(100% \/ var(--video-aspect-ratio))}.elementor-widget-video .elementor-wrapper iframe,.elementor-widget-video .elementor-wrapper video{position:absolute;top:0;right:0;bottom:0;left:0}}.elementor-widget-video .elementor-open-inline .elementor-custom-embed-image-overlay{position:absolute;top:0;right:0;bottom:0;left:0;background-size:cover;background-position:50%}.elementor-widget-video .elementor-custom-embed-image-overlay{cursor:pointer;text-align:center}.elementor-widget-video .elementor-custom-embed-image-overlay:hover .elementor-custom-embed-play i{opacity:1}.elementor-widget-video .elementor-custom-embed-image-overlay img{display:block;width:100%;aspect-ratio:var(--video-aspect-ratio);-o-object-fit:cover;object-fit:cover;-o-object-position:center center;object-position:center center}@supports not (aspect-ratio:1\/1){.elementor-widget-video .elementor-custom-embed-image-overlay{position:relative;overflow:hidden;height:0;padding-bottom:calc(100% \/ var(--video-aspect-ratio))}.elementor-widget-video .elementor-custom-embed-image-overlay img{position:absolute;top:0;right:0;bottom:0;left:0}}.elementor-widget-video .e-hosted-video .elementor-video{-o-object-fit:cover;object-fit:cover}.e-con-inner>.elementor-widget-video,.e-con>.elementor-widget-video{width:var(--container-widget-width);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-mnre42h elementor-widget elementor-widget-heading\" data-id=\"mnre42h\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer centricity at Microinsurance Master<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-h2d00c9 elementor-widget elementor-widget-text-editor\" data-id=\"h2d00c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>At Microinsurance Master, we believe that customer-centric solutions reduce the vulnerability of low-income people and make microinsurers thrive.<\/p><p>This is the founding premise of the programme, tapping into widely successful techniques such as Human-Centered Design and the Lean Startup methodology that rely on customer-centric development.<\/p><p>Join our programme and discover Pioneer Microinsurance&#8217;s journey, experiencing and learning yourself how customer centricity can strengthen your microinsurance practise.<\/p><p><em>The programme starts on\u00a0<\/em><span style=\"font-size: 14px; font-style: normal; font-weight: 500;\">\u00a0February 18, 2019<\/span><em>. Applications received before November 4 are prioritised. Find out more <\/em><a href=\"https:\/\/microinsurancemaster.org\/programme\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2mdnwc4 elementor-widget elementor-widget-spacer\" data-id=\"2mdnwc4\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Putting customers at the centre of our work makes them happier and, as a result, makes our business grow. But building a truly successful customer-centric practice requires quite a change of thinking and doing.<\/p>\n","protected":false},"author":1,"featured_media":2370,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"","footnotes":""},"categories":[1],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Case For Customer Centricity In Microinsurance - Microinsurance Master<\/title>\n<meta name=\"description\" content=\"Putting customers at the center of our work makes them happier and, as a result, makes our business grow. 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