Key Performance Indicators for Microinsurance. Jennifer Hennig Bert Opdebeeck
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1 Key Performance Indicators Jennifer Hennig Bert Opdebeeck
2 Social Performance Indicators The social performance indicators for microinsurance are designed by and developed for microinsurance practitioners to monitor, improve and champion social performance
3 Social Performance Indicators The finalisation of the indicators forms an important milestone in the microinsurance sector as it documents a sector wide consensus on a unique set of social performance indicators
4 Social Performance Indicators It recognises the primary goal of the microinsurance business, which is about setting up risk mitigation mechanisms for the poor, who don t have access to formal insurance or social protection mechanisms
5 Social Performance Indicators We call practitioners and its funders to learn, use and improve this instrument to build a stronger, fairer and more transparent microinsurance sector
6 Institution specific Product specific Social Performance Indicators The social performance framework provides a synopsis of the 4 dimensions of social performance in microinsurance Dimension Principles Guidelines Indicators Product value The product - Client needs are assessed during the product - Incurred claims ratio* provides the client development stage - Renewal ratio* with appropriate - Client feedback is monitored to enable regular - Promptness of claims ratio* and effective risk improvements coping mechanisms - Improvements are designed to add value for clients Client protection Inclusion Social responsible management The insured are treated fairly and respectfully The product aims to include the less privileged The microinsurer s institutional system enables a socially responsible management Based on Smart Campaign guidelines. The microinsurer ensures the integration of: - Transparency - Fair and respectful treatment of clients - Privacy of client data - Mechanisms for complaint resolution - Physical, financial and educational obstacles are reduced - Exclusion criteria are reduced - The socioeconomic profile of clients is monitored Governance and management - Client focus is visibly endorsed and encouraged by management - Effective translation of the organisation's social mission into practice is ensured - External accountability is created and social audits conducted - Transparent board procedures and incentive policy (including accountability towards members in a member based organisation) are applied - Appropriate systems are in place for periodic assessment of product value, client protection; and inclusion Social responsibility to staff - Responsible treatment of staff is monitored through staff satisfaction surveys Social responsibility to the environment - Environmental policy is in place - Claims rejection ratio* - Complaints ratio - Coverage ratio* - % insured under the poverty line - % female insured - % insured above retirement age - Social investment ratio
7 Social Performance Indicators E Stay informed A handbook on the social performance indicators for microinsurance will be published early To receive a copy upon avaialablility, visit
8 Online resource centre on key performance indicators for microinsurance Download the available tools, apply for upcoming trainings, request implementation assistance, ask your questions
9 Financial Performance Indicators The financial key performance indicators measure the financial performance of a microinsurance programme
10 Financial Performance Indicators The indicators are established by a representative group of microinsurance practitioners with the support the Microinsurance Network s Performance Working Group
11 Financial Performance Indicators The financial performance indicators for microinsurance are internationally recognised and in use by microinsurance providers and industry enablers including ILO Microinsurance Innovation Facility, GIZ and insurance regulator CIMA
12 Financial Performance Indicators Category Indicator Product awareness & client satisfaction Service quality Coverage Ratio Growth Ratio Renewal Ratio Promptness of Claims Settlement Claims Rejection Ratio Incurred Expense Ratio Product value Incurred Claims Ratio Net Income Ratio Financial prudence Solvency Ratio Liquidity Ratio
13 Financial Performance Indicators Performance Indicators for Microinsurance Handbook calculation, interpretation and examples of the 10 key principles and indicators
14 Financial Performance Indicators Microinsurance Factsheet Excel based financial statements for microinsurance that calculates the KPIs and put them into meaningful graphs. Is designed to be used together with the Performance Indicators Handbook
15 Financial Performance Indicators Workshops on Microinsurance Key Performance Indicators 3 day interactive workshop Focus on financial statements for microinsurance and understanding & usage of the KPIs for management decissions For financial decission makers of microinsurance programmes For more information visit
16 Financial Performance Indicators KPI Implementation Assistance On-site support programme Tailored assistance for the implementation of the KPIs For more information visit
17 Online resource centre on key performance indicators for microinsurance Download the available tools, apply for upcoming trainings, request implementation assistance, ask your questions
18 Key Performance Indicators Thank you Jennifer Hennig Bert Opdebeeck
Social performance indicators. A handbook for Microinsurance Practitioners
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