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Unpacking U/W levels 1 to 5 (Project Team (Liz, Sarah Watson, Vicki Porter…
Unpacking U/W levels 1 to 5
Project Team
Liz
Sarah Watson
Vicki Porter
Gail Carlson
Pierre Mavrangelos
Jovaline Lee
Benjamin Aguesse
Bryant
Identify what we need:
What we have
List of products
Breakdown of covers/additional covers
What we can gather ourselves
#
Generic ANZIF information
Masterclasses
U/W coach
U/W course - 101
LMI
What is Underwriting
VP definition
SW: processes and referral work
Leverage current content
Secondary: Renewals
Info on system
Primary Focus: New customers
Info to be extracted from customer
What we need from U/W
Experience and accumulated knowledge
ID 'exception from the rule'
Where to get the information from
VALIDATE our gatherings
Current work
LYZ & Beau: Process maps
Property. Done
SW: matrix dev
#
Unapproved yet
Automate with straight-through renewals
10% of renewals will 'fall off conveyer belt'
#
need human intervention
PROCESS MAP decision-making
Claims/Property
Questions
U/W matrix
Decision
Claim/loss ratio
For renewal
Liability
Natural Perils
Decision Tree (See VP)
AUTHORITY LEVELS based on job role - NOT indiv. competency
Coach: Level 5
Team leader: Level 3
Scope to evolve that limitation, from role to indiv. competency
FASAM
GUILD Specific
What we expect people to do at each level
Indicator
Know/skill/ability
Activities
Evaluation
Required Results to get 'Level x' Accreditation
Use ANZIF assessment framework
Workplace assessment
QA process must drive competency
Scenarios for training
Focus on understanding the Product
Interpreting a customer's request
Identify proper covers for each situation
Ask additional questions
Using Clarifying questions
Educate customer
Articulate cover/ solution to client
Examples (see Personal Trainer)
Explain extent of cover
TO BE DONE
JL: get in touch with ANZIF
Identify support required from Shayne
6hrs/week SME access + review
Product Manager?
VP to sit with SME
VP: Underwriting definition
Communication to teams 8th Jan onwards
Leanne Holloway:
Process
knowledge
On IOB
Best Practice new Business
Best Practice: Renewals
S&S huddle to discuss, share XP
Coach supervision
Filtering relies on customer option selection (on phone)
Stumbling blocks?
Transitioning from 'Insurance speak' to customer speak
Manual processes
Unique question
IM conversation Sim
Audio conversation Sim
Animation sim
Interactive PDFs
Quiz/Scenario interface
No decision template today
No standardization - indiv. rule interpretation
Personal lines is template-based
Want to move from bespoke process in regions to standardized process
Underwriters are 'interpretation experts' - hard knowledge to transfer
COST?