CHALLENGE

Redesign the experience of complementary health and life insurance brokers in their relationship with the V.S Insurance Company, focusing on both the tangible and intangible aspects of their experiences, and from the perspective of what supports it in terms of processes, systems, and people.

CREATIVE PROCESS

To develop a diagnosis of the 'Broker Journey' from the insurance policy quotation stage to its renewal, it was necessary to conduct interviews with Vida Security managers, people from V.S, large, medium, and small brokers, and companies associated with the company's insurance; in addition to observation in the call center and focus groups. With this information, a series of problems were identified, and six archetypes of brokers and three archetypes of companies were developed, which were key in designing and projecting the new experience.

SOLUTION

Based on the diagnosis, background information, and references, it was concluded that there was a current need for both the broker and the end client (company): advisory for the company and collaboration for the broker. Based on this, a conceptual service model was created, focused on these two needs and a new digital platform that encourages self-service for account administrators. The model is supported by different relationship initiatives to provide advice and collaboration to companies and brokers, achieving closeness with them. All services projected for today and the future should be permeated by the three service attributes defined in the diagnosis. To monitor the experience and account management, various indicators were proposed at two levels. At the first level, process indicators with an impact on the experience, and at the second level, a quantitative perception of the experience.