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Warwick Actuarial Conference
Roger EdwardsProducts DirectorBright Grey
It’s about time we got it right!
Innovation
That’s a daft idea…..
We couldn’t do that because……
My only concern is that…..
The Reassurers won’t let us do
that….
Taking a risk?
Short term
Sales
Profit/Share price
Tactics
Safety in similarity
Long term
Strategy
R&D
Innovation
New product lines
Innovation
• Are we designing products for consumers or our distribution channels?
• Bells and whistles that let our consultants get one up on the competition or benefits of real value to the consumer?
• Features that research well with consumers don’t always research well with distributors
Talking to customers
• Talk to consumers – how many of us do this enough?
• Product testing• Trial areas• FMCG tactics
Research
Session one – research concept
Refine session
Session two – research concept
Refine session
Session three – research concept
Marketable proposition
What do consumers think about protection?
• Building lifestyle pictures
• They do recognise the need
• Income is the foundation stone
What do consumers think about protection?
• Confusing• Don’t trust it• Don’t understand it• Too much small print• Jargon• Not convinced it will
pay out
What do consumers need from protection?
• Consumers want money and help if something goes wrong in their lives but they don’t know what will go wrong
• To know that it will pay out
Happy customers
Financial • Death
• Debt repayment• Family security = income
replacement• Major life changing
illness• Debt repayment• Family security = income
replacement• Prolonged illness
• Family security = income replacement
Happy customers
• Financial • Debt repayment• Family security = income
replacement
• Non-financial• Health/well-being• Recovery help
Happy customers
• Non-financial• Health/well-being –
rewards for staying healthy?
• Access to early diagnosis
• Recovery help• Counselling• Lifestyle advice
Happy customers
• Financial • Debt repayment• Family security = income
replacement• Non-financial
• Health/well-being• Recovery help
• Clarity• What is NOT included• Easy to understand• Little medical jargon
Happy customers
• Clarity• Chatty language• No jargon• No medical jargon• What is covered• What is NOT covered• No small print• No surprises
Summary
• Financial • Debt repayment• Family security = income
replacement• Non-financial
• Health/well-being• Recovery help
• Clarity• What is NOT included• Easy to understand• Little medical jargon
Product
Financial • Death
• Debt repayment• Family security = income
replacement• Major life changing
illness• Debt repayment• Family security = income
replacement• Prolonged illness
• Family security = income replacement
Life cover?
Critical illness?
Income protection?
Product
• Death• Debt repayment• Family security = income
replacement Life cover?
Fits bill
Probably should sell more income benefit – value for money
Product
• Major life changing illness
• Debt repayment• Family security = income
replacement
Critical illness?
Complex to explain definitions
Gaps
Windfalls
Product
• Prolonged illness• Family security = income
replacementIncome protection?
Idea meets needs but:
Complex
Don’t know what you’ll pay or what you’ll get
Where now?
“Buy one get one free”
“In the event that you procure one item, as defined by the appropriate boxed quantity and confirmed by the electronic point of sale supervisor, we will assist you in the procurement of a second item, as defined by the appropriate boxed quantity, for no charge, that is, no monetary transaction, as defined by an exchange of currency, would be needed”
Claims tidal wave - solutions
Critical illness is easy to understand
“If you get one of the illnesses on the list and you get a stack of cash”
“If you get one of the illnesses on the list and it meets a quite complex medical definition then you get a stack of cash”
What IFAs want?
IFAs say tighter CI definitions better than losing guaranteeBy Sonia Speedy
IFAs would rather see definitions on guaranteed critical-illness policies continually tightened than lose them altogether, according to research by Legal & General. L&G's survey of 400 IFAs found that new-generation CI cover products should be based on today's model rather than "radical" new designs. Fifty-seven per cent of the IFAs offer only guaranteed premiums to clients while 42 per cent offer both guaranteed and reviewable rates.
ABI - Definition creep• Any malignant tumour characterised by the uncontrolled
growth and spread of malignant cells and invasion of tissue. The term cancer includes leukaemia and Hodgkin’s disease, but the following are excluded:• All tumours which are histologically described as pre-malignant, as
non-invasive or as cancer-in-situ• Any skin cancer other than invasive malignant melanoma• All forms of lymphoma in the presence of any Human
Immunodeficiency Virus• Kaposi’s Sarcoma in the presence of Human Immunodeficiency Virus• All tumours of the prostate unless histologically classified as having a
Gleason score greater than 6 or having progressed to at least TNM classification T2N0M0
• All tumours of the bowel unless progressed to and measured by some meaningless medical measure
• All tumours of the liver unless progressed to and measured by some other meaningless medical measure
Communications
• Many articles state that the female market should be targeted more. Nowhere in these articles does it ever say how to do this.
• Suggestions of articles in females glossies.• The female network
The future of critical illness cover
Concerns• Medical
advancements• Claims tidal wave• Non disclosure
What consumer need is critical illness meeting?
Income replacement?
Debt repayment?
Mortgage repayment?
Lifestyle adjustment?
Compensation for life
changing events?
Evolution – Reviewable definitions
• The public don’t trust our existing small print
• Now we expect them to accept variable small print?
• Could only work with independent body who agrees when something can be changed
The CIC Plan
NEW – Reviewable
Definitions
Evolution – Severity underpin
• Retains existing problems at an individual definition level
• Expectations – “I’ve still got cancer”
• More small print to explain
The CIC Plan
NEW – Severity
Underpin
Evolution – Tiered benefits
• Split between severe and mild illnesses
• More complex medical definitions
• More to explain• Chance of making
the wrong decision
The CIC Plan
NEW – Tiered
benefits
Evolution – acceptable guaranteed product
The CIC Plan
• Bin angioplasty, CABG and other heart surgeries• Introduce age limit of 65• Introduce cover limit - £250,000
Lump sum into income
£250,000 lump sum
£30,300pa for 10yrs
£22,100pa for 15yrs
£18,100pa for 20yrs
£15,700pa for 25yrs
Income generator
Summary
• Design propositions for the consumer, get buy in from the distributor, give them the tools to sell
• Think beyond the “financial bit” – what is the whole end to end proposition
• Research, research, research, test, test, test• Include communication and service innovation• Design a product based on the needs of the
person buying it