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Our client, a professional services firm, is seeking an experienced insurance/brokerage consultant to support an insurtech client in its pre-fundraise readiness phase. This is a high-impact, short-term engagement aimed at strengthening the operational foundation, standard operating procedures (SOPs), and compliance framework of the startup’s brokerage business across Southeast Asia.
Key Responsibilities/Scope of work:
Our evaluation will include an external perspective on operational performance compared to industry best practices. We will conduct an end-to-end assessment of Client’s brokerage operations, mapping workflows across key value chain components to identify inefficiencies, bottlenecks, and opportunities for optimization. Benchmark best practices in streamlined, scalable, and high-performing brokerage product operating model & ensuing process.
Brokerage Business Operational Assessment
a. Insurance Brokerage Process Efficiency
I. Policy and Insurance Coverage Advice and Consultation: Assess the range and relevance of insurance products offered, ensuring they meet diverse customer needs. Ensure the effectively communicate complex insurance concepts in a way that clients can easily understand and make informed decisions based on customer feedback
II. Insurance Placement / Purchase: Assess the deployment of understanding of the insurance market, including knowledge of various insurers' capabilities and underwriting appetites into the operational processes. Evaluate if any further scope to negotiate favourable terms, conditions, and pricing with insurers. Examine the efficiency of the policy purchase process, ensuring it is streamlined and user-friendly.
III. Claim Process Support: Evaluate the firm's efficiency and fairness in handling claims liaison, including the ability to support accuracy and speed of claim settlements. Assess the level of support provided to clients during the claims process, including clear communication and assistance with documentation. Examine the use of technology to streamline the claims process and enhance client experience.
IV. Renewal, Refresh, and Review Policy Management: Assess the Client’s approach to managing policy renewals, including timely communication and thorough review of existing coverage. Evaluate the Client’s ability to identify and implement necessary updates to policies based on changes in customers’ needs or market conditions. Examine the firm's process for continuous monitoring and review of policies to ensure they remain aligned with client needs and provide optimal coverage.
b. People Productivity and Process Adherence on Insurance Brokerage
I. Manpower Productivity: Measure employee (especially customer handling and care teams) productivity and compare it with industry benchmarks and best-in-class metrics e.g., Quota rate, Retention Rate, Sales growth per employee
II. KPI Setting and Performance Monitoring: Review the effectiveness of KPIs and performance monitoring systems.
III. Size and Structure Efficiency: Assess the efficiency of the workforce structure and size servicing and maintaining the Brokerage product.
c. Technology and System
Assess the current state of digital maturity, including the use of AI, automation, and analytics. Evaluate the robustness and scalability of the IT infrastructure, comparing it with industry benchmarks to determine how advanced the firm's current ecosystem and possibility for further optimization
d. Risk and Gaps
Identify operational risks, inefficiencies, and process bottlenecks across the brokerage business line, assessing their impact on overall performance and compliance. Provide recommendations to enhance workflow efficiency and reduce risks.
A global professional services firm
Insurance
10+ years
1
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