COMMERCIAL OFFER
Mystery shopping, competitive analysis, product definition (coverage and pricing)
FLOW OF FUNDS
Tax, accounting and funds transfer and documentation analysis
PROCESSES
Subscription, claims and fulfillment processes mapping
SALES AND CHANNEL STRATEGY
Attachment rates, commissions, training, sales pitch
COMPLIANCE AND LEGAL STRUCTURE
Compliance environment (insurance vs. service), legal relationships
FINANCIAL PERFORMANCE
Financial KPIs, deviations, tendencies, actuarial analysis
OPERATIONAL PERFORMANCE
Operational KPIs, claims, times, rejection rates, fulfillment, fraud, NPS
SALES PERFORMANCE
Attachment rates, store rates, portfolio distribution, sales distribution
COMPLIANCE REPORTING AND RECONCILIATIONS
Premium, claims, deductibles and commissions reconciliations, other insurer reports
CLAIMS MANAGEMENT
CUSTOMER SERVICE
Call center, online, claims management, customer communications.
REJECTION AND COMPLIANCE MANAGEMENT
Fraud control, rejection communications and management
ESCALATIONS AND COMPLAINTS
Customer, operator/retailer, regulator, customer advocacy agency, insurer
FULFILLMENT COORDINATION
B2C, in-store, walk-in, repair, replacement, refund
NPS
Monthly call surveys, NPS evolution and corrective actions
CHANNEL ENGAGEMENT
TRAINING
Material preparation, sales skills, technical product training, objection handling, role playing
MONTHLY GOALS
Industry benchmarks, channel product mix
HIGH IMPACT INCENTIVES
Focus on productivity and resilience, non-monetary incentives at executive, store and geographic levels
TRADE MARKETING ACTIVITIES
Stores visit, voice of salesforce and customer, commissions implementation
PROMOTIONS
Promotions definition and implementation
