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POLICY ADMIN. CONTENTS. UNDERWRITING/SERVICE CENTER. CLAIMS/POS/CUSTOMER SERVICE. PREMIUM. ACTUAL COLLECTED PREMIUM PREMIUM COLLECTION EFFICIENCY PROJECT THIS YEAR PLAN FOR NEXT YEAR. NEW BUSINESS INCOMPLETE RATIO CFS RATIO PROJECT THIS YEAR PLAN FOR NEXT YEAR. CALL OUT/CALL IN

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POLICY ADMIN

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POLICYADMIN


CONTENTS

UNDERWRITING/SERVICE CENTER

CLAIMS/POS/CUSTOMER SERVICE

PREMIUM

ACTUAL COLLECTED PREMIUM

PREMIUM COLLECTION EFFICIENCY

PROJECT THIS YEAR

PLAN FOR NEXT YEAR

NEW BUSINESS

INCOMPLETE RATIO

CFS RATIO

PROJECT THIS YEAR

PLAN FOR NEXT YEAR

CALL OUT/CALL IN

CLAIM STATISTIC

NOT TAKEN

SURRENDER

SUSPEND CASE

.


CONTENTS

UNDERWRITING/SERVICE CENTER

NEW BUSINESS

INCOMPLETE RATIO

CFS RATIO

PROJECT THIS YEAR

PLAN FOR NEXT YEAR


NEW BUSINESS


Incomplete

4%


CFS

95%


PROJECTS THIS YEAR

  • SC: set up united guidelines for all Service Centers

  • Improve the cash flow process to avoid cash appropriation

  • Improve the system & and customer service.

PLAN FOR NEXT YEAR

  • Support agent as well as guide them to be more professional.

  • Improve service to inner & outer customers.


CONTENTS

CLAIMS/POS/CUSTOMER SERVICE

CALL OUT/CALL IN

CLAIM STATISTIC

NOT TAKEN

SURRENDER

SUSPEND CASE

.


Target 96%

Call out (Jan ~ Nov 2012)


Call in (Jan ~ Nov 2012)


Claim statistic (Jan ~ Nov 2012)


Claim statistic (Jan ~ Nov 2012)


Not-taken ratio in 1st ~ 11th wkm


Surrender ratio from Jan to Nov 2012


Monthly Suspend cases report – 2012


VIP project 2012


  • System development:

  • Sample signature: CS can update client’s signature change & use this function to check client signature immediately when process transaction

  • New function: change PO/Dependent’s occupation => help adjust premium base on updated occupation

  • Automatic generate liability release form when process claim payment & cash benefit payment

  • Able to process & refund cash value for those policies lapsed over 2 years

  • Health re-declaration: update & re-underwrite client health

  • Create online POS forms: more convenient & cut cost.

  • Automatic non-renewal in claim system

Some achievement this year


  • Procedure improvement:

  • Manage & filing POS & Claim document: avoid document loss

  • Guideline for Call center: complaint handling & service turn around time

Some achievement this year


  • Develop system function for Interest feedback calculation & payment

  • Develop system function that automatic apply cash value to pay renewal premium => more convenient for customers & reduce lapsed ratio

  • Upgrade system to run APL until cash value ~ 0

  • Develop system function to record complaint handling process

  • Develop incomplete follow up system for claim dept.

Plan for next year


CONTENTS

PREMIUM

ACTUAL COLLECTED PREMIUM

PREMIUM COLLECTION EFFICIENCY

PROJECT THIS YEAR

PLAN FOR NEXT YEAR


1. 2012 actual collected premium

A. 2012/JAN-NOV actual collected premium

B. 2012/JAN-NOV total achievement rate


2. 2012 premium collection effICIENCY.

A. 2012/JAN-NOV 30 days premium collection eff.

B. 2012/JAN-SEP 60 days premium collection eff


3. Premium dept. 2012 projectS


4. Premium dept. 2013 plans


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