Professional Documents
Culture Documents
Leap_ALP_Group_6
Sponsor – Preeti Das
Anand Aluru
Bichayan Chakrabarti
Harivansh Mehta
Neelam Garg
Prashant Puri
2
Company Confidential
•To study branding strategy of “ICICI Lombard” and identify appropriate
Project Charter
framework to fuel growth
§Problem Definition
•Today insurance healthcare industry environment is characterized by
commodity pricing, increasingly unprofitable policies, and new
entrants making the market saturated, hence insurance company
executives are under increased pressure, not only to maintain existing
client relationships, but also to grasp a bigger piece of their
consumers' wallets. One way insurance companies are tackling the
challenge is by attempting to extend their product lines to include a
host of financial service offerings and then reinventing their brands to
support this extension. Problemis appropriateness of brand strategy
to be successful in this highly competitive environment
§Scope
•Non-life, general, Health insurance – Individual & Family
3 •Including sudden illness, surgery, accidents, hospitalization due to
Company Confidential
Health Insurance in India #
Industry background
•New and lucrative growth avenue
- India
•One of the fastest growing and second largest non-life insurance
segment in the country
•Record growth in the last two fiscals (2008-09 and 2009-10)
•Premiumis expected to grow at a compound annual growth rate (CAGR)
of over 25% for the period spanning from2009-10 to 2013-14
4
Company Confidential •
5
Study sample : ICICI Lombard
Company Confidential
Market leader in Health Insurance in India
Introduction – ICICI Lombard
§ 74:26 joint venture between ICICI Bank Limited and the US-based $
26 billion Fairfax Financial Holdings Limited
§ Received regulatory approvals to commence general insurance
business in August 2001
§ Largest health insurer in India
§ First one to be ISO 9001:2000 certified
§ Highest brand recall
§ First company to provide digitally signed documents through an
online interface
§ Achieved financial breakeven in first full year of operations
§ Achieved underwriting breakeven in second year of operations
Customer and Brand Loyalty Award Golden Peacock InnovationAward, Master BrandAward
6
Company Confidential 2011 2011 2010
ICICI Lombard Financial Snapshot
7
Best of financial performance amongst competition
Company Confidential
Project design and methodology
§Secondary data source for better understanding
§Evolution of Insurance Healthcare Market in India
§Market size and Competition Landscape
§Challenges of Insurance Healthcare Market
§ICICI Lombard Service Portfolio
§ICICI Lombard Point of Parity (PoP) & Point of Differentiation (PoD)
§Measure of Brand Building Blocks – Primary Data Source
§Survey design & Methodology
§Target Population: Existing and prospective customers, Customers using competitor
products and Customers in tier 1 and tier 2 cities
§Sample size
§Surveyed population Size: 150
§42 respondents who completed the survey using random sampling
method. Survey responses were analyzed using various variables like
awareness, usage level & overall satisfaction
§Data Collection Method: Separate structured questionnaires created and used during survey
covering aspects of Brand Perception, Competitive positioning and customer orientation.
The questionnaire was conceived in such a way that the questions as well as the answers
were standardized.
§Project Report Compilation
§SWOT analysis and recommendation
8
§
Company Confidential §
Plan and Status
10
#CII, Websites and ICRAref
Company Confidential
Brand’s delivery effectiveness
Survey finding
12
Company Confidential
Delivery vis-à-vis promise
14
Company Confidential
Customer orientation
Survey finding
16
Company Confidential
Customer loyalty and association
Customer Connect and association:
Product Profile:
17
Company Confidential
Competitive positioning
Survey finding
To what extent you are likely to use other brands in similar situation?
•Growth Potential
•Healthcare Insurance poised to grow at CAGR of 25% for next 4-5 years
•ICICI Lombard well placed both in fiscal performance and CSAT
•Threats
•Industry seeing too many players entering.
•Cost of picking business going up making huge stress on profitability
•Further liberalization expected to bring direct FDI and pressure on fiscal health.
•Opportunities
•ICICI Lombard brand perceived very well by cross section of demography
•The spend pie expected to grow since penetration levels very low compared to western economies
•Rural segment with irregular premium models can bring larger audience in – micro insurance industry
19
Company Confidential
No clear brand affection by survey respondents
Market Survey on Brand – Performance
PolicyIssuance P
rod
uctE
nqu
iry
762
7
62
At score of 760
760 7
60 ICCI Lombard leading its competitors on
758 At score of 760 7
58 product enquiries
ICCI Lombard is running neck to neck 7
56
756 with Star Health 7
54
754 7
52
752 7
50
750 7
48
7
46
R
ene
w a
l
760
T
ranspa
rency
760
755 755
At score of 755 750
750 ICCI Lombard lags behind TATA AIG
on policy renewals 745
At score of 748
745 740 ICCI Lombard lags behind TATA AIG and Star Health on
735
policy contract transparency
740
730
735 725
NewIndia B ajaj N ational ICICI TataAIG RelianceGen National ICICI TataAIG StarHealth
Assurance Allianz Insurance Lombard Insurance Insurance Lombard &Allied
Scoring out of 1000 from on a sample size: 2074 policy holders across different cities, socio economic groups
20
Company Confidential
Recommendation
Opportunity Threat
•Overall CAGR of 25% for market •Commodity service – less chance to create
•Rural cover , innovative product for growth market, huge differentiation
untapped market, •Partner Lombard – low visibility in India
•Good reputation among the audience due to its high yearly •Potential of high growth will attract biggies like
returns and market share – can build on this Reliance, Tata and Bharti,
•Govt priority to make healthcare mandatory for all – will •High level of involvement of government in
increase market size Healthcare sector (SBI may enter)
•weak competition – 2 viable challengers (Tata AIG, Star) •Other regulatory threats may come in near future
•Client cross sell Prudential and Lombard within ICICI following global trends
22
Company Confidential
Recommendation
§ Divide the branding initiative in 3 distinct categories
1. Market Building
§ Bring more and more individuals and income groups within insurance
ambit by imparting financial/insurance literacy covering both rural
and urban customer base
§ Incentivizing Indian households to transfer savings from physical assets to
financial assets and taking the distribution network to rural areas
§ Utilizing ICICI brand to offer one stop investment and insurance solutions
for greater penetration
2. Product branding
§ Enhance Brand Value through product customization, product innovation
§ Products and services customized for rural markets
§ Products and services customized to cater to senior citizens
§ Enhanced Health Insurance products to cover –Preventive care, OPD,
Digonistics, pre-existing illness etc..
3. CSR – Image building
§ Spend some percentage of earning (~1%) to build healthcare facilities for
terminal diseases, child care, old age homes
§ Channel development
§ Increase its focus on the retention of channel partners as well as improve channel
productivity
§ Tightening the belt by leveraging technology and exploring alternate low-cost
channels ICICI Lombard needs to further enhance this by enabling mobile based
solutions, direct sales targeted to the rural and semi urban market
§ From current regional TPA to effective use of TPA channel - both can get value of co-
branding in a larger scale
23 •
Company Confidential –
Recommendation contd.
24
Company Confidential
Project feedback
§Understanding the objective of ALP and its context with LEAP, took some time
§Limited knowledge of insurance domain within the team
§Loosing a team leader that had an impact on the continuity and team restructuring
§Time commitment from team members owing to conflicting priorities and bandwidth
challenges
§Co-ordination challenges as the team is spread across different centers
§Clarity on ALP execution methodology
26
Company Confidential
Key Learning
§Building of a cohesive team where team is committed to a project and to each other
§Development of leadership competency by working with a group over a complex problem with no obvious
solutions
§Understand how individuals perform and behave in different roles helping in effective deligation and
follow-ups
§Opportunities for self-reflection as well as supportive feedback from peers and seniors committed to
helping us develop
§Learning to reflect on what is urgent and important to us, and when our assumptions are challenged
§Learning about insurance domain
§Learn and apply skills like team building, conflict management, problem solving, coaching and change
management while working on real life problem
§Application of principles of assertive behavior and negotiation skills
§Expand inner and external circle of influence – team made of cross functional individuals
§Establishment of effective and mutually respectful working relationships within team members
§Competency development among individuals and teams in problem-solving and decision-making
§Enhanced capacity to reflect on and learn from collective experiences of the team
§Competence development in preparing and presenting team recommendations to executive management
§Staying in focus despite constant interruptions
§Improved team communication techniques
§Listening techniques that gain respect & motivate employees
§thinking beyond obvious
§Utilize project management methodologies
§
§
27
Company Confidential
Annexure
•
CHI-(Comprehensive Health
Insurance) •
Critical Care
§ No co-pay & No sub limits •
29
Company Confidential
Introduction
•
As we understand “BRAND” is recognized as one of the most valuable assets by many organizations today.
•
A brand plays important role in simplifying consumer’s decision making process and aligning one with
•
appropriate choices in a limited time. Creating strong brands that can deliver on the promise and
•
enhance the strength of brand over time is a management imperative. This give us an
•
opportunity to understand what you think about “ICICI Lombard” as a brand vis-à-vis peers and industry
•
and identify ideas for future improvements.
This
• is an close ended survey having 35 questions and can be divided broadly into three aspects
§Branding ,
§Competitive Advantage &
• §Customer orientation.
30
Company Confidential
Survey Sample Demography
31
Company Confidential
Customer Orientation – Concerns
§ How frequently do you think of this brand?
§ To what extent do you think your are easily serviced by this brand?
§ To what extent do you think providers of this brand are courteous and helpful?
§ To what extent do you this this brand is efficient in terms of service, responsiveness and so forth?
§ To what extent do you think it is easy, assessable and buy at any time brand?
§ To what extent does thinking of the brand bring back pleasant memories?
§ To what extent do the makers of this brand care about your opinion?
§ To what extent do the makers of this brand have your interest in mind?
§ To what extent do you feel interested learning more about this brand?
§ To what extent do you feel this brand has products that I need?
32
Company Confidential§
To what extent do you think this brand is more than a product to me?
Customer Orientation – Review
33
Company Confidential
Branding – Concerns
§ To what extent do you like the look, feel and other design aspects of this brand?
§ To what extent do people you admire and respect use this brand?
§ To what extent do you think you are likely to recommend this brand to others?
34
Company Confidential
Branding – Review
35
Company Confidential
Competitive Landscape – Aspects
§ To what extent you are likely to use other brands in similar situation?
§ To what extent does this brand offer advantages that other brands cannot?
§ To what extent do you feel belonging to exclusive club with others using this brand?
§ To what extent you would be interested to buy other merchandise with this brand name?
36
Company Confidential
Competitive Landscape – Review
37
Company Confidential