What is the strategic intent of our CE program?

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Hollard Employee Initiatives

Partner-Aligned Initiatives

Existing Policyholder Initiatives

Community & Worksite Initiatives

The Public

Our Partners

Our Customers

Our People

To engage with our customers to build trust, demonstrate simplicity and understanding of our products and improve persistency

To build trust in communities where Hollard is doing business and empower the public to make the right financial decisions

To grow partner value-add through improved persistency as a result of Consumer Education initiatives

To educate our own employees and ensure they make the right financial decisions and are able to further pass this knowledge onto

our customers and their communities and families

Why Insurance?

3

Peac

e of

min

d

Game Changer

Confidence

Secu

rity

Cushion

Resi

lienc

e

Bounce Back mechanism

Risk Acceptance

Risk Reduction Risk Avoidance So

fter

La

ndin

g

From Grudge To Informed Purchase

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From: Grudge

To: Informed

The following best practices have been identified in implementing consumer education initiatives

5 Source: Finmark Implementing effective financial education programmes 2013

Define objectives and expected outcomes

Leverage existing structures

Language and literacy

Training arrangements

Secure trust and meet expectations

Lifecycle interventions

Applicability and practice

Understand context diversities

Constantly innovate

Monitor and Evaluate

Overview of the CE curriculum

6

13. These are the Hollard Funeral plan features

14. How to claim on a Hollard Funeral Plan 15. Documentation and where to obtain them 16. The Documents you will receive 17. Exclusions 18. Customer Rights And Responsibilities 19. Important Things To Remember 20. Insurance Company’s Responsibilities 21. The Sales Process 22. Payment Options 23. The Claims Process

1. Wants vs. Needs 2. What Goes Into A Budget? 3. Calculating Income and Expenses 4. How can insurance help you? 5. Unforeseen and Foreseen Events 6. Results Of Unforeseen Events 7. What insurance is there? 8. Some insurance products 9. You and Insurance 10. Introduction to Hollard Funeral Plan 11. Waiting Periods 12. What we will not cover on each funeral

plan benefit

The aim of this programme is to promote financial literacy and specific knowledge gain regarding short-term and life insurance

Curriculum

Our picture-based methodology overcomes literacy and language barriers and has been very successful in the delivery of financial education

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How Far Have We Come?

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2009 -

2010

2011 -

2012

2013 –

2014

2015 –

2016

• Recruited communities / participants in line with partners customer profiles

• Explored offering consumer financial literacy to existing committees

• Community workshops

• Reinforcing Communication

• Training conducted in 4 provinces

• Trained purely on Financial Literacy and concept of Insurance

• Mobile messaging to policyholders

• Financial Freedom Radio programme in partnership with SAIA

• Complete Medupi worksite initiative

• Pilot UAAC • Launched branches • CE now to be extended

to the rest of SA • Introduce Streetwise

Finance

• Workshops for policyholders

• Medupi worksite initiative

•Continue Financial Freedom Radio initiative with SAIA

•Continued workshops

R2.2m R5.9m R11.4m R18m

Consumer Ed has a positive impact on the quality of new business……as well as the longer term lapse trends, especially for the KC book

9 Source: HAD and KC Sales from Feb-Nov 2015

6%

11%

…as well as the longer term lapse trends, especially for the KC book

10 Source: HAD and KC Sales from Feb-Nov 2015

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Teach A Child To Save

Savings, banking, lending & borrowing

Needs, Wants & Budgeting Worksites

& Schools

Workshops

Community-based projects & Work based Training

Media

I

To

IT

1.

2.

3.

4.

Streetwise Finance: Overview of the curriculum

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The aim of this programme is to ensure that the vendors improve the basic knowledge that customer’s have regarding personal insurance

Module 1: Basic financial skills and

terminology

Module 2: Saving, banking and lending

Module 3: Insurance

Module 4: Retirement

Lesson 1: Needs vs. wants

Lesson 2: How to plan for needs and wants

Lesson 3: What goes into a budget

Lesson 1: Discovering saving, banking and lending

Lesson 2: Looking deeper

Lesson 3: Playing the money game

Reflection: Bringing Module 1 & 2 together

Lesson 1: Introduction to insurance

Lesson 2: Insurance products

Lesson 3: You and insurance

Lesson 4: Sales and payment

Lesson 5: The claims process

Lesson 1: What is retirement?

Lesson 2: Why plan for retirement?

Lesson 3: Preparing for retirement

Lesson 4: Decision game

Lesson 5: Ready for retirement

Curriculum

Who will do all of this?

1. Employees – CE Facilitators – Branch Consultants – Streetwise Finance Facilitators – Agents (Field and Call Centre)

2. External Providers – 12 facilitators – 9 Call Centre Agents

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Thank You!

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