【正文】 ew market opportunities? 65. Does localized underwriting and policy issue increase your ability to identify and respond to new market opportunities? RETENTION / TRAINING 66. What resource development initiatives do you provide to ensure continued development of your underwriting and application processing resources? 67. What is your retention rate for underwriters? Is this more or less than the market average? 68. What measures have you put in place to ensure underwriter retention and retention of resources in key areas of application processing and policy issue? COST MANAGEMENT 69. Do you capture information on the cost of application processing? Underwriting? Policy issue? Are these more or less than the market average? 70. What measures are you considering or implementing to reduce costs in the new business process? REDUCTION OF BUSINESS RISKS 71. Is there a possibility of significant regulatory or policy changes which will impact the application processing and policy issue processes? 72. Is there a possibility of significant regulatory or policy changes which will impact underwriting? OVERALL IMPACT ON REVENUE 73. Are there opportunities for revenue enhancement in the new business process? 5. Policy Administration 60. What policy administration services do you provide? Who is the contact point for each service? 61. Describe your processes and accounting around policy administration. Include the following activities. 62. Policy renewals 63. Policy cancellations, reinstatements and contract changes 64. Fund disbursement 65. Customer and agent munications around policy delivery, surrenders, lapses, reinstatements, changes, payment etc. 66. Updating of customer information 67. How is service valued by policy holders? Do they value timeliness, first pass pletion, single point of contact, breadth of services etc.? 68. How many FTEs are involved in policy administration and how are they structured and aligned? Do you measure, evaluate, and plan for shifts in staffing requirements based on volume forecasts? Insurance Practices Interview Guide 11 69. If you operate beyond your local borders, which policy administration activities (including policy accounting) are managed in each location? What drives various functions to take place in different locations? 70. Are there any restrictions on the movement of data about policy holders across provincial/national borders? 71. Do your ledger accounting processes differ from standard? If so, in what ways? Why do are these processes used (. local regulations)? Are policy level transactions recorded? 72. What parts of policy administration are automated versus manual? Which of these could be automated? How would automation increase productivity? 73. Are you using any system applications to support policy administration activities, if so, which ones do you use? 74. Do you have a call center? 75. Do you provide Policy Servicing over the Inter? 76. Do you provide policy services via IVR? 77. Do you maintain any service standards around policy administration? If so, describe them. What is your success in meeting these standards? Shared Services Drivers CUSTOMER SERVICE 74. How customized to the country/region are your policy administration services? 75. Does local/regional policy administration provide better service to your customers? 76. Does the location of your policy administration staff impact the timeliness of response to your new customers? 77. Do you have any measures you are considering or implementing which will improve customer service for policy administration? ACCESS TO SPECIALIST SKILLS 78. Are the skills required to provide policy administration difficult to find locally? 79. Are there aspects of your policy administration services which require you to obtain resources locally? ECONOMIES OF SCALE 80. Are there any opportunities for staff or overhead reduction in policy administration? 81. Are there any opportunities for automation in policy administration? 82. Are there any opportunities for outsourcing in policy administration? 83. Would centralization of policy administration processes provide opportunities for economies of scale? REGULATION 84. What regulatory barriers are involved in providing policy administration (scheduled, response to queries, servicing by request) from outside the country for your market? Insurance Practices Interview Guide 12 KNOWLEDGE SHARING 85. Is there effective knowledge transfer and sharing of best practices among policy administration staff? 86. Does the current structure and processes of your policy administration activities hinder knowledge sharing in any way? RESPONSIVENESS TO NEW MARKET OPPORTUNITIES 87. Does localized policy administration increase your ability to identify and respond to new market opportunities? RETENTION / TRAINING 88. What resource development initiatives do you provide to ensure continued development of your policy administration resources? 89. What is your retention rate for policy administration service personnel and back office support personnel? Is this more or less than the market average? 90. What measures have you put in place to ensure retention of key resources for policy administration? COST MANAGEMENT 91. Do you capture information on the cost of administration per policy? Is it more or less than the market average? 92. What measures are you considering or implementing to reduce costs in policy administration? REDUCTION OF BUSINESS RISKS 93. Is there a possibility of significant regulatory or policy changes which will impact the policy administration? OVERALL IMPACT ON REVENUE 94. Are there opportunities for revenue enhancement in the scheduled policy processing? 95. Are there opportunities for revenue enhancement in customer