Protecta started approaching different municipalities in Lima in order to start the distribution of a life insurance product linked to the payment of municipal services (taxes). In the first stage, the main elements of an operational management model were implemented to enable communication with the municipalities. Also defined were the operational procedures for the management of the insurance product, with a special emphasis on those that involve active participation from the municipalities, such as the issuance of insurance certificates, attendance to claims, and attendance to client queries.
The baseline study was carried out by the Institute of Peruvian Studies (Instituto de Estudios Peruanos – IEP), which is the partner organisation for the learning aspects of the project. The information collection mechanisms were established in order to measure project indicators and monitor performance.
Protecta also defined the adjustments to their systems, in order to support the business of Mi Familia Municipal Protecta. Activities were carried out to enable the registration and issuance of certificates in an appropriate manner.
The training plan for the municipality staff was defined. The contents of the plan, and the elements required for the training of municipality staff, were defined.
Owing to the complexity and intensity of implementing an education campaign to build a culture of insurance, it was decided to initially execute the campaign only in the district of Comas, as this district was part of IEP’s research study.
Additionally, in order to explain the nature of the cooperation between the Microinsurance Innovation Facility and Protecta, a launch event was held in October 2009 in Lima with the media, and with the support of staff from the sub-regional office for Andean Countries of the ILO.
Protecta closed theeducation campaign for 2010 with five municipalities which comprised 33,420 active policies, covering 128,900 to individuals.
The education campaign was disrupted due to the political activity of the municipal elections in October and suffered from significant interference in communication.In January, the presidential political campaign beganwhich took two rounds of elections and ended on June 10.It did not make sense to implement a media campaign during the political campaigns as the campaign was likely to get a poor reception from the audience.
Operational processes were identified for collaboration with municipalities. Just as operational support was established in municipalities, Protecta implemented a system to send and validate information, established a certification system emesión, which consisted of (a) general information about insurance, (b) subscription, clarifications and updating of data (c) changes in insurance certificate and (d) claims and health services claims. Protecta identified the need for a person present in the municipalities for operational support and a module was placed in the municipalities.
The commercial management started the renewal agreements with the municipalities for the collection period of 2011-2012. In November 2010, negotiations were stalleddue to the departureof the existing local governments.
In January 2011, Protecta began exploring potential collaboration with the new municipal governments. The main problems encountered were: staff changes, lack of an approved budget, the lack of program management of municipal governments, etc.As a result, the negotiations with the municipalities were disrupted.
New municipalities were identified for collaboration and the project was presented to the new municipal administrations.The speed of decision within municipalities has been limited as of this date, and Protecta has continued to negotiate with local governments.
The education campaign has reprogrammed the local radio in the Municipality of Comas with a new radio campaign.The campaign is intended to be much more interactive with the community throughvarious interactions with live programs. The new campaign aims to be large and flexible in the messages it transmits.
Date of last Learning Journey update: October 2011