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December 2010 Monthly Report: Policy Administration, Underwriting Targets & Customer Service Innovations

This report summarizes the monthly performance of the Policy Administration function and the Underwriting Department in December 2010. Key targets included reducing the incomplete ratio to 10% and enhancing the efficiency of premium collection. Solutions implemented focused on improving agent performance and customer service quality. The report highlights performance evaluations, training initiatives, and coordination with IT for better data management. Additionally, service ratios and efficiencies are discussed, underscoring a commitment to customer satisfaction and operational excellence for 2011.

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December 2010 Monthly Report: Policy Administration, Underwriting Targets & Customer Service Innovations

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  1. POLICY ADMIN MONTHLY REPORT DECEMBER, 2010 Jessie Chou (Chị Vân)

  2. Agenda

  3. Policy admin function chain

  4. Underwriting Dept

  5. New business in 2010

  6. Target 2010 10% Incomplete ratio

  7. Solutions used to control incomplete ratio on target Actual Target Step 3 Step 4 Step 1 Step 2 SC’ s performance evaluation based on incomplete ratio. Cooperate with Training to improve Agent’s professional. Organize exam for SM/BDO filling the app form. Incomplete case be strictly rejected. 2010 4.2% 2011 4.5%

  8. Target 2010 94% Ratio of CFS return within 14 days

  9. Solutions used to control CFS return speed on target Actual Target Step 2 Step 1 Step 3 2010 94.3% 2011 95% Cooperate with Training to enhance agent’s service quality. SC performance evaluation base on CFS return speed. Implement CFS regulation, CFS over 21 days will be deducted commission.

  10. Target 2010 7% Decline base on ME Ratio Actual Target 2010 ME 7.0% Decline 12% 2011 ME 13% Decline 18%

  11. Main Projects 2011 Occupation class ME Table Agent ranking • Revise new Occ. Class to suit with the market. • Pushing sale, competitive, and risk control. • Revise new ME regulation for better risk control. • ME target on 2011 is going 13%. • Base on Claim/POS’s data to do Agent ranking. • To Cooperation with IT set up and record data for agent’s evaluation. • Agent’s quality and Agent service become better

  12. Premium Dept

  13. Target 2010 96% TIAChecking

  14. TIAChecking Actual 2010 96.3 % Target 2011 96.5%

  15. Target 2010 80% Premium Collection Efficiency

  16. Premium collection efficiency Actual 2010 75 % / 33% Target 2011 76% / 35%

  17. Prem.Collection – Bank channel (SacomBank)

  18. Target 2010 4% POS –Policy Owner ServiceNot-Taken Ratio

  19. POS –Policy Owner ServiceNot-Taken Ratio Actual 2010 Target 2011 3.6% 3.5

  20. Claimclaim active of 2010 claim payment of 2010 13 33

  21. POS Surrender % ,2010 (million)

  22. Action for surrender issue

  23. Target 2010 92% CUSTOMER SERVICE

  24. Project for customer service

  25. Innovation Customer Service 2011

  26. Better Service & full supportAim company sales target Agency Force Supplier

  27. Thanks For Your Attention

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