Micro Insurance - A Landscape Study

June 2011
A Landscape Study
of Micro Insurance
Education
mia
micro insurance academy
Supported by:
micro
insurance
network
1
A Landscape Study of Micro Insurance Education

A Landscape Study of
Micro Insurance Education
2
Acknowledgements
Tbe work publlsbeo ln tbls report was maoe posslble by tbe nanclal contrlbutlons o| several organlzatlons:
Tbe Mlcrolnsurance |nnovatlon Faclllty o| tbe |LO provloeo grant support, tbe Mlcro |nsurance Network
provloeo seeo |unolng |or tbls work o| tbe |nsurance Loucatlon Worklng Group, ano several core supporters
o| tbe Mlcro |nsurance Acaoemy (M|A) supplementeo tbese |unos to enable tbe epanslon ano completlon
o| tbe project.
We woulo llke to acknowleoge tbe comments ano suggestlons on metbooologlcal lssues, eoltlng ano style,
o||ereo by Mlcbal Matul ano Sarab 8el (Mlcrolnsurance |nnovatlon Faclllty), Peter Wreoe (Aka Kban Agency
|or Mlcronance) ano Aparna Dalal (Flnanclal Access |nltlatlve), wblcb leo to a more preclse ano reaoable
manuscrlpt ano are grate|ully acknowleogeo. Tbe autbors woulo also llke to recognlze wltb tbanks comments
recelveo ourlng tbe survey oeslgn |rom tbe |ollowlng members o| tbe Mlcro |nsurance Network |nsurance
Loucatlon Worklng Group (MlN/WG): Monlque Coben (Mlcronance Opportunltles), Alejanora Dlaz (FUN-
DASLG/ FASLCOLDA), Gaby Pamm (GTZ) ano 8enolt Plgollet (PlaNet Guarantee).
Copyrlgbt 2011
8y Mlcro |nsurance Acaoemy
246 Sant Nagar, Last o| Kallasb
New Delbl 110065, |nola
Flrst Publlsbeo, 2011
|S8N 978-81-909841-4-0
Contributorship Statement
Guarantor: |ooo Dror
Authors (by alpha): |ooo Dror, Katbleen [enklns, Kelju Motegl, [ubo Slltanen
Contributors (by alpha): Plcba [osbl, Francesco Oblno
We oene autbors as tbose wbo bave maoe a substantlve lntellectual contrlbutlon to:
conceptlon ano oeslgn, or analysls ano lnterpretatlon o| oata
ora|tlng tbe artlcle or revlslng lt crltlcally |or lmportant lntellectual content
ano nal approval o| tbe verslon to be publlsbeo.
We oene guarantors as tbose wbo take responslblllty |or tbe lntegrlty o| tbe work as a wbole, |rom lncep-
tlon to publlsbeo artlcle, ano publlsb tbat ln|ormatlon.
Tbe M|A took tbe leao ln oeveloplng ano olrectlng tbe stuoy. A trlllngual team at tbe M|A oeslgneo ano car-
rleo out tbe onllne survey ano tbe ln-oeptb lntervlews, leaolng tbe analysls o| tbe nolng ano tbe ora|tlng o|
tbe report. Tbe autbors oeserve speclal tbanks |or bavlng leo tbls enoeavour, unoer tbe supervlslon o| tbe
guarantor o| tbls stuoy. Speclal mentlon ano tbanks goes out to Plcba [osbl ano Francesco Oblno |rom tbe
M|A, |or tbelr tlreless e||orts ln tbe set up ano eecutlon o| over 100 ln-oeptbs pbone lntervlews spannlng
49 countrles (ano many tlme zones) across tbe globe, ano |or tbelr lnslgbts on tbe analysls o| tbe oata col-
lecteo.
Tbe publlsbers o| tbls report grate|ully acknowleoge tbe nanclal, tecbnlcal, ano aomlnlstratlve support,
wltbout wblcb tbls report coulo not bave been proouceo.
3
Contents
ACKNOWLEDGEMENTS...........................................................................................................................................2
CONTRIBUTORSHIP STATEMENT......................................................................................................................2
EXECUTIVE SUMMARY..............................................................................................................................................5
PART 1 GLOBAL SURVEY ON INSURANCE EDUCATION...............................................................11
|NTPODUCT|ON.................................................................................................................................................11
PPOF|LL OF OPGAN|ZAT|ONS......................................................................................................................12
|NSUPANCL LDUCAT|ON PPOGPAMS.......................................................................................................15
SCOPL......................................................................................................................................................................16
|NTLPLST |N A v|PTUAL L|8PAPY" OF |NSUPANCL LDUCAT|ON MATLP|ALS ........................16
PART 2 IN-DEPTH INTERVIEWS...................................................................................................18
|NTPODUCT|ON................................................................................................................................................18
Metbooology o| tbe |n-oeptb |ntervlews...........................................................................................18
Communlty Prole..................................................................................................................................19
PPOGPAM DLvLLOPMLNT..............................................................................................................................20
Motlvatlon..................................................................................................................................................20
Dual Neeo o| |nsurance Loucatlon .....................................................................................................22
Cballenges Faceo .....................................................................................................................................22
8uslness Mooel ano Flnanclng ..............................................................................................................25
|NSUPANCL LDUCAT|ON CONTLNT........................................................................................................28
Neeo |or Plsk Management Loucatlon...............................................................................................29
General Plsk Management Loucatlon.................................................................................................30
Proouct Speclc Loucatlon....................................................................................................................32
TOOLS FOP |NSUPANCL LDUCAT|ON.....................................................................................................34
|nolvloual Settlng......................................................................................................................................35
Group Settlng ..........................................................................................................................................36
Mass Meola................................................................................................................................................39
Development ano |mplementatlon Processes...................................................................................40
MON|TOP|NG AND LvALUAT|ON ..............................................................................................................43
Wbat ls Measureo ln M&L ..............................................................................................................44
|mpacts o| |nsurance Loucatlon |oentleo Tbrougb M&L .............................................................46
PART 3 ORGANIZATIONAL PROFILES.......................................................................................48
Alternatlve |nsurance company (A|C) Haltl...................................................................................49
Asoclaclon Melcana oe Unlones oe Crolto oel Sector Soclal A.C. Melco........................50
Assoclatlon |ntermonoe - Senegal........................................................................................................51
8locon Founoatlon |nola.....................................................................................................................52
Centre |or Mlcronance |nola...........................................................................................................54
Communlty Flnance Pesource Center vletnam............................................................................55
F|NCA Peru...........................................................................................................................................57
Freeoom |rom Hunger USA..............................................................................................................58
Funoaclon oe Aseguraoores Colomblanos Colombla.................................................................59
German Tecbnlcal Cooperatlon (Deutscbe Gesellscba|t |ur Tecbnlscbe Zusammenarbelt) -
Gbana..........................................................................................................................................................1
CroupedLchongeetdeecherchepour|opromot|onde|oMutuo||teetde|om|croLntrepr|se
8en|n.............................................................................................................................................................63
Heo||ngl|e|dslnd|o.............................................................................................................................................+
Hollaro |nsurance Soutb A|rlca.........................................................................................................66
MetL|feUSA...........................................................................................................................................................7
M|crofnonce 0pportun|t|es USA ....................................................................................................................9
4
M|crolnsuronceAcodem,(MlAjlnd|o............................................................................................................70
Noc|ono|\|doSegurosdePersonos,S.A.8o||v|o....................................................................................72
NorthWestSpec|o|luHndforeo|thComeroon...........................................................................................73
MlANlN,enrode8us|nessUn|vers|te|t7heNether|onds..........................................................................7+
PoroL|feCo|om5|o,S.A.Co|om5|o......................................................................................................................7
QuodrontConsu|tontsLtdlnd|o........................................................................................................................77
o,o| lnsuronce Corporot|on of 8huton Ltd 8huton....................................................................................79
Serv|cesd'Appu|ouxln|t|ot|vesLoco|esdeueve|oppementComeroon.................................................80
Soc|etelvor|ennedeCest|ond'Lxpert|seetdeMonogement(SlCLMj.................................................81
Smo||lormerueve|opment8onkNepo|........................................................................................................83
SogeSo|Ho|t|..........................................................................................................................................................8S
SouthAfr|conlnsuronceAssoc|ot|on(SAlAjSouthAfr|co............................................................................87
Up||ft lnd|o lnd|o....................................................................................................................................................89
Weother |sk Monogement Serv|ces Ltd lnd|o.............................................................................................91
Wor|d 8onk USA...................................................................................................................................................93
Wor|d Lducot|on Austro||o Austro||o.................................................................................................................9S
Index of Figures:
Flgure 1: Peglonal Pepresentatlon.................................................................................................................................................12
Flgure 2: Type o| Organlzatlon.........................................................................................................................................................13
Flgure 3: Type o| |nsurance Loucatlon by Plsk..........................................................................................................................1+
Flgure 4: Amount o| |nsurance Loucatlon Materlals (ln Hours)........................................................................................1S
Flgure 5: Number o| People Peacbeo by |nsurance Loucatlon Actlvltles......................................................................1
Index of Boxes:
8o 1: Worklng Agalnst Negatlve Assumptlons About |nsurance......................................................................................20
8o 2: Creolt-ll|e ano Lack o| |nsurance Loucatlon................................................................................................................21
8o 3: |nsurance Loucatlon Tralnlng as a Proouct...................................................................................................................22
8o 4: Worklng Agalnst Provlslon o| Asymmetrlcal |n|ormatlon.......................................................................................23
8o 5: L||ectlveness o| Pro|esslonal Partnersblps....................................................................................................................2+
8o 6: |nsurance Loucatlon as a Component o| 8roaoer Flnanclal Loucatlon............................................................2
8o 7: |ntegrateo Awareness Campalgn Mooel........................................................................................................................29
8o 8: Tralnlng o| Local |nsurance Leaoersblp by |nternatlonal NGO............................................................................30
8o 9: Dlrect Donor |nvolvement ln tbe |nsurance Loucatlon Process.........................................................................32
8o 10: Partlclpatory Proouct Speclc Loucatlon - Cbooslng Healtbplans All Togetber.........................................33
8o 11: |nsurance Process Pole-Play......................................................................................................................................33-3+
8o 12: Taklng Local Knowleoge lnto Account.........................................................................................................................3+
8o 13: Door-to-Door vlslts............................................................................................................................................................3
8o 14: |nteractlve |nsurance Slmulatlon....................................................................................................................................37
8o 15: Use o| Games as an |nteractlve Learnlng Tool.........................................................................................................37
8o 16: Mllng Tools |or Success|ul Outcomes........................................................................................................................38
8o 17: Systematlc Tralnlng o| |n-bouse Tralners.....................................................................................................................39
8o 18: Tralnlng o| Outsourceo Tralners.....................................................................................................................................39
8o 19: Natlon-wloe Paolo 8roaocastlng: Dl||uslng Messages Wloely............................................................................+0
8o 20: Natlon-wloe Tv Cbannels: Dl||uslng Messages Wloely.........................................................................................+0
8o 21: Systematlc Prellmlnary Pesearcb |or Deslgnlng Tools & Partnerlng |or |mplementatlon.................+1-+2
8o 22: Mock Tralnlngs to Test tbe Tools.....................................................................................................................................+2
8o 23: Partnerlng |or Prellmlnary Pesearcb ...........................................................................................................................+2
8o 24: Ongolng Monltorlng ano Pesearcb (M&L) by Speclallzeo Department.........................................................+S
8o 25: Perloolc Monltorlng ano Lvaluatlon (M&L).........................................................................................................+S-+
8o 26: Posltlve Flnolngs |rom Monltorlng ano Lvaluatlon (M&L) o| |nsurance Loucatlon Programs..............46
8o 27: Flnolngs Tbrougb Monltorlng ano Lvaluatlon (M&L): Cbanges ln Plsk Management 8ebavlors..........47
5
Executive Summary
|nsurance eoucatlon ls a valuable ano lmportant actlvlty because tbe lack o|
unoerstanolng o| lnsurance ano lts benets ls a major obstacle to tbe epan-
slon o| mlcrolnsurance. Tbose wbo oo not unoerstano bow lnsurance works
are unllkely to trust lt, ano wltbout an unoerstanolng o| tbe benets o| lnsur-
ance, people are less llkely to see wby tbe value proposltlon o| lnsurance can
be wortb tbe money spent on lt. 8y creatlng awareness about lnsurance,
|amllles are at least glven tbe optlon o| consloerlng aoolng lnsurance to tbelr
nanclal plannlng strategles. Ano tbe lncorporatlon o| mlcrolnsurance usu-
ally results ln long-term poverty reouctlon. |nsurance eoucatlon ls tbere|ore
o|ten consloereo as an lntegral part o| mlcrolnsurance scbemes, a wln-wln
solutlon tbat sboulo aoo value to cllents ano provloers, ano contrlbute to
gooo practlces ano consumer protectlon.
Tbe |nsurance Loucatlon Worklng Group o| tbe Mlcro |nsurance Network
seeks to promote mlcrolnsurance tbrougb taklng stock o| eoucatlonal mate-
rlals alreaoy oevelopeo, encourage tbe sbarlng o| resources across tbe mlcro-
lnsurance communlty, ano loentl|y ano oocument best practlces ln lnsurance
eoucatlon. |t ls tbere|ore not surprlslng tbat one o| lts rst actlvltles was to
lnltlate tbls Lanoscape Stuoy. Tbe stuoy objectlves were to take stock o| wbat
lnsurance eoucatlon materlals ano approacbes are currently avallable, loentl|y
elstlng gaps ano some promlslng practlces, ano blgbllgbt some concrete ar-
eas wbere lnvestment ln |nsurance Loucatlon can make a posltlve lmpact on
tbe etenslon o| mlcrolnsurance ln oeveloplng countrles.
Introduction to Study Methodology
Tbe rst part o| tbls report concerns an onllne survey o| lnsurance eouca-
tlon. Tbe survey, conoucteo ln tbree languages (Lngllsb, Frencb ano Spanlsb),
sougbt to eplore tbe lnsurance eoucatlon practlces tbat organlzatlons are
employlng, speclcally wltb respect to low-lncome populatlons. Aomlnlstereo
tbrougb an onllne questlonnalre, tbe survey bao a tremenoous response, wltb
over a tbousano responses collecteo (1,075 to be eact) |rom 88 countrles.
A|ter removlng responses tbat were lncomplete, as well as tbose |rom lnol-
vlouals or organlzatlons tbat oeclareo tbat tbey oo not engage ln lnsurance
eoucatlon, tbe analysls o| tbls paper concentrates on a populatlon o| 242
responoents |rom 65 countrles.
Tbe survey was supplementeo wltb a serles o| ln-oeptb lntervlews wltb or-
ganlzatlons tbat conrmeo ln tbe survey tbat tbey are lnvolveo ln lnsurance
eoucatlon ano meet certaln quallcatlons |or eceptlonal actlvlty ln tbe elo.
Lamples o| tbls lncluoe organlzatlons tbat reporteo many years' wortb o|
eperlence, bavlng access to many bours' wortb o| lnsurance eoucatlon ma-
terlals ln-bouse, ano/or an lmpresslve number o| people alreaoy reacbeo by
tbe program. O| tbe organlzatlons tbat met tbese quallcatlons, not all re-
sponoeo to requests |or lntervlews, so ultlmately, 109 lntervlews wltb orga-
nlzatlons |rom 49 countrles were conoucteo.
"7hestud,o5ect|veswere
totokestockofwhot|n-
suronceeducot|onmoter|-
o|sondopproochesore
current|,ovo||o5|e,|dent|f,
ex|st|nggopsondsome
prom|s|ngproct|ces,ond
h|gh||ghtsomeconcrete
oreoswhere|nvestment|n
lnsuronceLducot|oncon
mokeopos|t|ve|mpoct
ontheextens|onofm|cro-
|nsuronce|ndeve|op|ng
countr|es."
"...theono|,s|softh|s
poperconcentrotesono
popu|ot|onof2+2respon-
dentsfromScountr|es."
6
Study limitations
Tbe lntervlews alloweo |or a more ln-oeptb unoerstanolng o| eoucatlon pro-
cesses, cballenges |aceo ano success rates, ano greatly epanoeo compreben-
slon o| tbe organlzatlons' work, slnce tbe lntervlewees were able to elabo-
rate outsloe o| tbe constralnts o| tbe largely quantltatlve survey questlons.
However, ourlng tbe lntervlews, lt became clear tbat mucb o| tbe ln|ormatlon
ln tbe survey was mlsreporteo or overempbaslzeo. Tbe onllne survey results
sboulo tbere|ore be lnterpreteo wltb a mlno on tbe sbortcomlngs lnberent
ln tbe survey metbooology ano partlcularly tbe sel|-reportlng blas olscovereo
tbrougb tbe ln-oeptb lntervlews.
Tbe autbors o| tbls report olo not bave access to tbe actual eoucatlonal ma-
terlals ano tools useo by tbe organlzatlons. Tbus tbe analysls ls baseo on tbe
narratlon provloeo by tbe lntervlewees. Glven tbe reportlng blas olscovereo
ln tbe onllne survey, tbls poses some constralnts on tbe analysls. Partlcu-
larly ln tbe Tools |or |nsurance Loucatlon" ano Monltorlng ano Lvaluatlon"
(M&L) sectlons, tbe lack o| access to eoucatlonal ano M&L. tools lnblblts tbe
analysls. A number o| lntervlewees mentloneo varlous eoucatlonal tools ano
M&L actlvltles tbey useo, but were unable to provloe |urtber oetalls on tbese
or to elaborate bow tbe organlzatlon ls uslng tbem.
For all lts llmltatlons, tbls stuoy represents tbe most complete eerclse yet
conoucteo to present a plcture o| tbe lanoscape o| tbe (mlcro) lnsurance
eoucatlon sector.
Findings
Tbe prole o| responoents reveals tbat organlzatlons came |rom many ol-
verse elos wltb stakes ln lnsurance eoucatlon, lncluolng NGOs, lnsurance
companles, mlcronance lnstltutlons, regulators, governments, bealtb care
provloers, unlversltles, ano banks, among otbers. Many responoents recog-
nlzeo tbe lmportance o| customlzlng tbelr programs baseo on tbe target
populatlon's language, llteracy, culture, eoucatlon level, ano access to lnsur-
ance. Many organlzatlons also reporteo tbat lt ls essentlal |or tbem to llnk
tbelr eoucatlon programs to avallable lnsurance prooucts, botb ln cases wben
tbe organlzatlon o||ers tbe prooucts ltsel| ano ln cases wben tbe organlzatlon
slmply olrects people to commerclal lnsurance companles.
Our stuoy |ouno tbat many programs also lnvolve proouct-speclc eoucatlon,
ln wblcb eoucators revlew proouct optlons o||ereo by tbe eoucatlng entlty
wltb program partlclpants, so tbey can make ln|ormeo oeclslons about ln-
surance purcbases. However, sucb proouct-speclc lnsurance eoucatlon may
o|ten |all to meet tbe oenltlon o| lnsurance eoucatlon useo ln our survey,
ano |all more towaros stralgbt|orwaro marketlng. Tbls ne llne between eou-
catlon ano marketlng ls llkely to remaln a key lssue ln tbe lnsurance eoucatlon
spbere, ano more work ln tbls area woulo be welcome.
Tbe organlzatlons covereo a range o| toplcs ln tbelr lnsurance eoucatlon
"7he prof|e of respondents
reveo|sthotorgon|zo-
t|onscomefrommon,
d|verse fe|ds w|th stokes
|n|nsuronceeducot|on,
|nc|ud|ng NC0s, |nsuronce
compon|es, m|crofnonce
|nst|tut|ons,regu|otors,
governments,heo|thcore
prov|ders,un|vers|t|es,ond
5onks,omongothers."
7
programs, but tbe ones tbat organlzatlons most o|ten |ocuseo on were: bow
lnsurance works," unoerstanolng rlsks" ano wby lnsurance ls also o| value
to |amllles wltb low lncome." Tbe very baslc nature o| tbese toplcs ls perbaps
suggestlve o| tbe ln|ancy o| lnsurance eoucatlon e||orts ln most parts o| tbe
worlo. Tbe ln|ormatlon gatbereo |rom tbe lntervlews supports tbls assump-
tlon, as many organlzatlons salo tbat tbe communltles tbey work wltb o|ten
bave bao no access to lnsurance eoucatlon ln tbe past, ano ln many cases, are
not |amlllar wltb tbe baslc concept o| lnsurance. Tbus, lt sboulo come as no
surprlse tbat tbe sector ls generally cbooslng to |ocus on baslc toplcs ano
tools |or tbe tlme belng.
Most responoents bao llttle lnsurance eoucatlon materlals avallable to tbem
(about one-tblro o| partlclpants salo tbey bave vlrtually no access to lnsur-
ance eoucatlon tralnlng materlals - between 0 ano 10 bours - ano tbls was
by |ar tbe blgbest category o| responoents), ano slmllarly, over two-tblros o|
responoents bave reacbeo (mucb) less tban 5000 people ln all, wltb over 25
percent o| responoents coverlng less tban 100 people. |t may be use|ul to
recall tbat tbese gures relate to actlvlty ln tbe ll|etlme o| tbe responoent,
ano as nearly a tblro suggesteo tbey were actlve |or 5 or more years, tbls
palnts a plcture o| an overall |ragmenteo market, wblcb agaln supports tbe
notlon o| a sector ln lts ln|ancy. Tbere were, bowever, notable eceptlons on
tbe otber eno o| tbe spectrum, as well, wltb some 1.6 percent sel|-reportlng
to bave reacbeo more tban 2 mllllon people. However, wben questloneo on
tbls ln lntervlews, tbose responoents |ouno lt ol|cult to eplaln eactly bow
tbey reacbeo sucb numbers wltb lnsurance eoucatlons as opposeo to total
pollcles solo.
Nearly all tbe partlclpants ln tbe ln-oeptb lntervlews reporteo tbat tbe popu-
latlons tbey work wltb are not only unlnsureo, but tbey are alarmlngly unln-
|ormeo about tbe concept o| lnsurance, tbougb tbe level o| awareness varleo
across ol||erent organlzatlons' target populatlons. Some even reporteo tbat
mlsconceptlons ano superstltlons, sucb as tbe superstltlon tbat buylng lnsur-
ance ls calllng oeatb to you," oomlnate attltuoes regarolng lnsurance ln tbe
communltles wbere tbey work. Some organlzatlons reporteo tbat tbe popu-
latlons tbey work wltb o|ten con|use lnsurance ano savlngs or tblnk tbat tbey
are tbe same.
Tbese target populatlons were loentleo by partlclpatlng organlzatlons as
belng low-lncome populatlons, wltb very |ew eceptlons. A notable majorlty
were rural-baseo communltles ano communltles tbat bave traoltlonally been
ecluoeo |rom tbe nanclal system. Many organlzatlons reporteo target-
lng more speclc populatlons, sucb as |emale-ecluslve programs, agrlcultural
programs ano programs tbat work wltb etbnlc mlnorltles. Lspeclally ln cer-
taln parts o| Asla, lnsurance eoucatlon programs bave been lnltlateo ln areas
tbat bave been recently a||ecteo by natural olsasters.
Our stuoy |ouno tbat tbe relatlonsblp between lnsurance eoucatlon pro-
gram operators ano cllents was o|ten not tbe oonor-reclplent mooel tbat
one mlgbt epect, but was very o|ten symblotlc. Tbe communlty benets
"...thesector|sgenero||,
choos|ngtofocuson5os|c
top|csondtoo|sforthe
t|me5e|ng."
"Neor|,o||theport|c|ponts
|nthe|n-depth|nterv|ews
reportedthotthepopu|o-
t|onsthe,workw|thore
noton|,un|nsured,5ut
the,oreo|orm|ng|,un|n-
formedo5outtheconcept
of|nsuronce,thoughthe
|eve|ofoworenessvor|ed
ocrossd|fferentorgon|zo-
t|ons'torgetpopu|ot|ons."
8
|rom lnsurance eoucatlon because lt allows tbem a greater unoerstanolng o|
tools |or managlng rlsk tbat are avallable to tbem. |nsurance companles ano
MF|s slmultaneously benet |rom lnsurance eoucatlon programs because lt
lncreases awareness ano ultlmately makes lt more llkely tbat people ln tbe
targeteo communlty wlll buy lnsurance |rom tbem. Tbls oual neeo can leao to
mutually beneclal lnteractlons tbat botb alo ln communlty oevelopment ano
buslness oevelopment, as long as tbe programs are lmplementeo properly.
|nstltutlonal ano structural cballenges were |requently mentloneo ln tbe ln-
oeptb lntervlews, ano lncluoeo lack o| government support, low access to
eoucatlon, lack o| accesslblllty to olsperseo communltles ln rural areas, as
well as poor roao ano otber pbyslcal ln|rastructure. Notewortby ls tbe men-
tlon by several responoents o| unavallablllty o| aoequate supply o| eltber ln-
surance ln general or ln tbe case o| bealtb, o| bealtbcare provloers. Perbaps
tbese elstlng gaps ln lnsurance ln|rastructure eplaln tbe call |or partner-
sblps ano networks to support lnsurance eoucatlon tbat so many partlclpants
epresseo ln tbe ln-oeptb lntervlews. |n some cases lnsurance companles,
MF|s, NGOs, bospltals, ooctors ano communltles are alreaoy maklng con-
nectlons to |oster a more organlzeo ano e|clent lnsurance ano lnsurance
eoucatlon process.
Most lnsurance eoucatlon programs seem to be ln tbelr early stages, ano
consequently tbere are stlll a lot o| lnternal cballenges to be overcome. Lack
o| epertlse ls a common lmpeolment to organlzatlonal growtb, especlally
among organlzatlons tbat oo not bave prevlous eperlence wltb lnsurance
or wltb aoult eoucatlon practlces. Lack o| resources was also loentleo as
a cballenge. Some organlzatlons mentloneo ol|cultles wltb nolng qualleo
tralners |or all tbe languages ln tbe reglon ln wblcb tbey work.
Apart |rom tralnlng epertlse, ln general tbere was |alrly llttle cooperatlon
between organlzatlons. Llnks wltb government agencles, unlversltles ano
otber eoucatlonal lnstltutlons, labor unlons etc., were an eceptlon ratber
tban tbe norm. Tbls also bolos true |or collaboratlons between organlzatlons
lmpartlng eoucatlon ln ol||erent stranos o| mlcro lnsurance, sucb as ll|e ano
bealtb. Tbls ls certalnly an area tbat tbat tbe mlcrolnsurance communlty
mlgbt want to pay attentlon to ano see cost e||ectlveness o| sucb programs
coulo be lncreaseo tbrougb more sbarlng o| best practlces.
Funolng plans |or lnsurance eoucatlon programs varleo notably. Many |or-
prot uses o| lnsurance eoucatlon were sel|-supporteo by tbe MF| or lnsur-
ance company, tbrougb premlum lncome / agent commlsslons. |n tbe case o|
non-prots (ano some |or-prot provloers as well), |unolng also came |rom
larger oevelopment organlzatlons, sucb as tbe |LO Mlcrolnsurance |nnova-
tlon Faclllty. Government support, grants ano oonors were also loentleo as
sources o| |unolng |or NGOs, but tbe lntervlews olo not allow us to oetect
an overarcblng treno ln |unolng patterns. |n some cases, tbe use o| partner-
sblps between organlzatlons allocateo |unolng responslbllltles. Sometlmes an
organlzatlon woulo agree to carry out tbe responslbllltles o| tbe eoucatlon
component, as long as a partner (e.g. lnsurance company) provloeo |unolng
"Most|nsuronceeduco-
t|onprogromsseemto5e
|nthe|reor|,stoges,ond
consequent|,thereorest|||
o|otof|nterno|cho||enges
to5eovercome.Lockof
expert|se|socommon|m-
ped|menttoorgon|zot|ono|
growth,espec|o||,omong
orgon|zot|onsthotdonot
hoveprev|ousexper|ence
w|th|nsuronceorw|th
odu|teducot|onproct|ces."
"Aportfromtro|n|ng
expert|se,|ngenero|there
wosfo|r|,||tt|ecooperot|on
5etweenorgon|zot|ons."
9
|or tbe program. |n otber cases, |unolng outles were spllt between collabo-
ratlng organlzatlons.
|t was ol|cult to oetermlne |rom tbls stuoy wbetber tbe |unos useo |or tbe
operatlon o| lnsurance eoucatlon programs were usually oeslgnateo specl-
cally |or lnsurance eoucatlon. Wbat we oo know ls tbat many organlzatlons
mentloneo a neeo |or more |unolng |or lnsurance eoucatlon, so lt woulo be
reasonable to suggest tbat tbere ls a neeo |or more lnsurance eoucatlon-
speclc |unolng. Tbls woulo belp tbe sector to grow ano woulo put more o|
an empbasls on lnsurance eoucatlon. As tbe sector matures, clear buslness
mooels arouno lnsurance eoucatlon sboulo become more transparent, so
tbat tbe publlc gooo" nature o| lnsurance eoucatlon coulo be aoequately
aooresseo by tbe ol||erent stakeboloers ln tbe sector.
Wltb re|erence to |nsurance Loucatlon Content, responoents mentloneo a
number o| toplcs, all almlng at lncreaslng tbe communlty's general awareness
o| rlsk ano o| ways to manage tbe rlsks, sucb as conceptuallzlng tbe rlsks
relevant to tbe communlty ano/or tbe baslc promlse o| lnsurance, eplorlng
tbe traoltlonal rlsk management strategles ano jutaposlng tbe sbortcomlngs
wltb tbe aovantages o| lnsurance, ano aooresslng (posslble) pre-elstlng no-
tlons o| lnsurance. Practlcally all responoents were o||erlng eoucatlon espe-
clally wltb regaro to lnsurance, suggestlng tbat Plsk Management Loucatlon
ls percelveo as non-proouct speclc lnsurance eoucatlon, or ln otber woros,
eoucatlon on tbe concept o| lnsurance. Tbls salo, only a |ew organlzatlons
taklng part ln tbls survey were eoucatlng communltles about posslble preven-
tlve measures to oeal wltb rlsk. Tbe ln-oeptb lntervlews clearly revealeo tbat
tbe tet-book" settlng ln wblcb General Plsk Management Loucatlon ls lm-
plementeo e.g. ln tbe |orm o| an awareness campalgn, |olloweo by Proouct
Speclc Loucatlon, |ocuslng on e.g. premlum collectlon was not tbe norm.
Loucatlng tbe target auolence ln tbe speclc proouct |eatures presenteo
a number o| cballenges to tbe organlzatlons. Tbe o|ten llllterate auolence
neeos to be eoucateo ln tbe speclcs o| concepts sucb as premlum, eclu-
slon, etc., wblcb are essentlally allen concepts |or tbem. Turnlng tbem lnto
a tanglble value proposltlon calls |or lnnovatlve approacbes. Tbese metboos
vary wloely, ano our stuoy llsts many eamples o| organlzatlons uslng partlcl-
patory ano lnteractlve proouct speclc eoucatlon (lncluolng role-play, games,
vloeos etc.), wblcb can o|ten engage tbe communlty ln ways tbat traoltlonal
lecture-style eoucatlon cannot. Tbe sectlon entltleo Tools |or |nsurance
Loucatlon" covers tbese ln more oetall, baseo on tbe olstrlbutlon cbannels
tbey are lmparteo tbrougb (e.g. |nolvloual settlngs, Group settlngs (lncluolng
tralnlng o| tralners), ano Mass meola).
Wben looklng at oevelopment ano lmplementatlon processes, lt emergeo
tbat tbe level o| prellmlnary researcb oone |or creatlng eoucatlonal tools
appeareo to be a gooo lnolcator ln loentl|ylng tbe capaclty o| tbe organlza-
tlon to conouct e||ectlve lnsurance eoucatlon. Tbls ls not to say tbat tbe tlme
ano resources spent on prellmlnary researcb woulo automatlcally result ln
e||ectlve tools, bowever, tbere seemeo to be a correlatlon wltb substantlal
"lt wos d|ffcu|t to de-
term|nefromth|sstud,
whetherthefundsusedfor
theoperot|onof|nsuronce
educot|onprogromswere
usuo||, des|gnoted spec|f-
co||,for|nsuronceeduco-
t|on.Whotwedoknow|s
thotmon,orgon|zot|ons
ment|onedoneedfor
morefund|ngfor|nsuronce
educot|on,so|twou|d5e
reosono5|etosuggestthot
there|soneedformore
|nsuronceeducot|on-spec|f-
|cfund|ng."
"7he|n-depth|nterv|ews
c|eor|,reveo|edthot
thetext-5ooksett|ng
|nwh|chCenero||sk
MonogementLducot|on
|s|mp|ementede.g.|n
theformofonoworeness
compo|gn,fo||owed5,
Product Spec|fc Lducot|on,
focus|ngone.g.prem|um
co||ect|onwosnotthe
norm."
10
prellmlnary researcb ano success|ul outcomes. Prellmlnary researcb enables
organlzatlons to unoerstano tbe neeos o| tbe communlty, ano to no out tbe
elstlng levels o| nanclal llteracy ano awareness regarolng lnsurance botb
prerequlsltes |or success|ul plannlng o| eoucatlonal tools. However, oesplte
tbe use|ulness o| prellmlnary researcb, many organlzatlons sklp tbls oue to a
lack o| buman resources, ano a lack o| |unolng to blre eternal asslstance. An-
otber polnt mentloneo was tbe neeo |or ongolng e||orts, tbat provlolng eou-
catlon only ourlng tbe sales process ano tben |orgettlng about tbe customers
was sometlmes bappenlng, wblcb was leaolng to poor outcomes. Wbetber
tbe large majorlty o| tbe organlzatlons percelve Proouct Speclc Loucatlon
as a one-o|| " event cannot be concluoeo |rom tbe lntervlews. Wbat can be
noteo ls tbat an overwbelmlng majorlty o| lntervlewees olo not speclcally
mentlon tbat tbey actlvely conouct tralnlngs |or alreaoy elstlng pollcy bolo-
ers.
|n tbe ln-oeptb lntervlews, lt was |ouno tbat a relatlvely small number o| or-
ganlzatlons conouct or bave systematlc metboos |or conouctlng M&L, regaro-
less o| tbe type o| tbe organlzatlon. However, even organlzatlons tbat oo not
carry out any |orm o| M&L are o|ten aware o| lts lmportance ano wlsb tbey
bao more resources, lncluolng epertlse, |unos, tecbnology ano varlous tools
to carry out M&L. |t sboulo be noteo tbat tbere appeareo to be a slgnlcant
reportlng blas wltb regaros to tbe questlon o| tbe organlzatlons' M&L e||orts.
A majorlty o| tbe organlzatlons woulo report conouctlng M&L, but wben
askeo to provloe oetalls o| tbe M&L actlvltles, a slgnlcant number o| organl-
zatlons coulo not specl|y ano/or |urtber elaborate on tbese actlvltles ln oetall.
Tbe |ew eamples o| M&L blgbllgbteo ln tbe stuoy were conoucteo tbrougb
lntervlews, olscusslons, |ocus groups, etc, wblcb are a type o| qualltatlve col-
lectlon o| oata tbat can serve as a very gooo start |or M&L. However, tbls type
o| approacb ls usually llmlteo wltbout some klno o| systematlc quantltatlve
analysls o| tbe programs, ano ls o|ten not su|clent as a stano-alone metboo.
More oata wlll be avallable ln 2011/2012 |rom a oozen o| current evaluatlons
ln Columbla, 8razll, Gbana, Kenya, Soutb A|rlca ano |nola. Untll tben, tbe les-
sons baseo on tbe qualltatlve eperlence o| practltloners appear to serve as
tbe best guloe |or tbose oeslgnlng new consumer eoucatlon programs.
"Whetherthe|orgemoor-
|t,oftheorgon|zot|ons
perce|ve Product Spec|fc
Lducot|onosoone-off
eventconnot5econc|uded
fromthe|nterv|ews.Whot
con5enoted|sthoton
overwhe|m|ngmoor|t,of
|nterv|eweesd|dnotspe-
c|fco||, ment|on thot the,
oct|ve|,conducttro|n|ngs
foro|reod,ex|st|ngpo||c,
ho|ders."
"...ore|ot|ve|,smo||
num5eroforgon|zot|ons
conductorhoves,stemot|c
methodsforconduct|ng
M&L,regord|essofthe
t,peoftheorgon|zot|on."
11
Part 1 Global Survey on Insurance
Education
Introduction
Tbe rst part o| tbls report concerns an onllne survey o| lnsurance eouca-
tlon. Tbe survey was oeslgneo by tbe Mlcro |nsurance Acaoemy (M|A), ln
close consultatlon wltb tbe Worklng Group on |nsurance Loucatlon o| tbe
Mlcro |nsurance Network (berelna|ter MlN/WG), ano partlcularly tbe Aga
Kban Agency |or Mlcronance (AKAM), tbe Flnanclal Access |nltlatlve (FA|)
ano tbe Mlcrolnsurance |nnovatlon Faclllty (M|F).
Tbe survey, conoucteo ln tbree languages (Lngllsb, Frencb ano Spanlsb),
sougbt to eplore tbe lnsurance eoucatlon practlces tbat organlzatlons are
employlng, speclcally wltb respect to low-lncome populatlons. Tbe goal was
to get a plcture o| wbat ls belng oone lnternatlonally to lncrease awareness
o| lnsurance concepts ano prooucts, ano tbe metboos ln use to acbleve tbls.
Tbe results o| tbe project belp to unoerstano percelveo best practlces ano
gaps ln lnternatlonal (mlcro) lnsurance eoucatlon e||orts, tbrougb a oetalleo
stuoy o| common objectlves, tbemes, tools ano reacb o| current programs.
Tbe survey was aomlnlstereo tbrougb an onllne questlonnalre. Partlclpants
were lnvlteo to take part ln tbe survey ano accesseo tbe webslte between
[uly 10, 2009 ano October 1, 2009 to ll ln 28 questlons on a voluntary basls.
Most o| tbe questlons were eltber yes/no questlons, multlple cbolce ques-
tlons, or ln tbe |ormat o| cbeck all tbat apply." Tbougb tbe survey lncluoeo
a |ew opportunltles |or open-enoeo responses to questlons, tbese were ol|-
cult to lncluoe ln tbe oata analysls. Data analysls also presents somewbat
o| a cballenge because o| tbe number o| questlons wltb blgb percentages o|
otber" responsesanswers wblcb olo not appear as one o| tbe optlons |or
tbe questlon. 8ecause lt was ol|cult to quantl|y tbese responses, tbey are
not all accounteo |or.
Tbe survey bao a tremenoous response, wltb over a tbousano responses
collecteo (1,075 to be eact) |rom 88 countrles. For our analysls, we re-
moveo all lncomplete surveys (698 ln total), so tbe populatlon |rom wblcb
tbe statlstlcs ln tbls report bave been calculateo amounts to 377 entrles |or
75 countrles. A |urtber group o| lnolvlouals or organlzatlons tbat oeclareo
tbat tbey oo not engage ln lnsurance eoucatlon (135 ln total) were not askeo
many questlons speclc to lnsurance eoucatlon practlces (wblcb maoe up tbe
majorlty o| tbe survey), ano tbere|ore mucb o| tbe analysls ln tbls report ls
baseo on a populatlon o| 242 responoents |rom 65 countrles.
Tbe onllne survey results sboulo slmllarly be lnterpreteo wltb a mlno on tbe
sbortcomlngs lnberent ln tbe survey metbooology ano partlcularly tbe sel|-
reportlng blas (covereo ln more oetall ln tbe ln-oeptb lntervlews cbapter o|
tbls paper).
"7hesurve,,conducted
|nthree|onguoges(Lng-
||sh,lrenchondSpon|shj,
soughttoexp|orethe
|nsuronceeducot|onproc-
t|cesthotorgon|zot|ons
ore emp|o,|ng, spec|fco||,
w|threspectto|ow-|ncome
popu|ot|ons.7hegoo|wos
togetop|ctureofwhot|s
5e|ngdone|nternot|ono||,
to|ncreoseoworenessof
|nsuronceconceptsond
products,ondthemethods
|nusetooch|eveth|s."
"7hesurve,hodotremen-
dousresponse,w|thover
othousondresponsesco|-
|ected(1,07Sto5eexoctj
from88countr|es."
12
3UROHRI2UJDQL]DWLRQV
O| tbe 377 partlclpants tbat completeo tbe survey, Lngllsb-speaklng respon-
oents maoe up |or over two tblros o| replles (68.7), |olloweo by Frencb
(18.6) ano Spanlsb (12.7). Organlzatlons |rom arouno tbe worlo cbose to
partlclpate ln tbls stuoy, but as Flgure 1 oemonstrates, tbe olstrlbutlon was not
even among ol||erent parts o| tbe worlo
1
. O| tbe partlclpants ln tbe survey,
64.2 percent (242 organlzatlons) were lnvolveo ln lnsurance eoucatlon, wblcb
was oeneo ln tbe survey as any systematlc e||ort to trans|er knowleoge
ano skllls, wblcb cbanges attltuoes tbat enable people to become ln|ormeo
consumers o| lnsurance servlces ano more e||ectlvely manage rlsk". Partlcl-
patlng organlzatlons came |rom many olverse elos wltb stakes ln lnsurance
eoucatlon, lncluolng NGOs, lnsurance companles, mlcronance lnstltutlons,
regulators, governments, bealtb care provloers, unlversltles, ano banks, among
otbers. Tbe olstrlbutlon can be seen ln Flgure 2. Pougbly bal| o| tbe partlcl-
patlng entltles clalmeo to o||er mlcrolnsurance prooucts or servlces.

l|gure1:eg|ono|epresentot|on
1
|t ls lmportant to note tbat
tbe grapb may not lncluoe
all countrles ln wblcb tbe
organlzatlons conouct lnsur-
ance eoucatlon, slnce lt slmply
represents tbe locatlon o|
tbe organlzatlons' beaoquar-
ters.
0.00
5.00
10.00
15.00
20.00
25.00
30.00
35.00
A|rlca |nola Pest o|
Asla
Lurope Nortb
Amerlca
Soutb
Amerlca
Australla
13

l|gure 2: 7,pe of 0rgon|zot|on
Insurance Education Programs
Tbe onllne survey serveo to quantl|y tbe cbaracterlstlcs o| lnsurance eouca-
tlon programs, sucb as eoucatlonal tools useo ano lnsurance toplcs aooresseo
by tbe programs. Tbe ln-oeptb lntervlews (part 2 o| tbe stuoy) were cbargeo
wltb conouctlng a more oetalleo analysls o| lnsurance eoucatlon programs.
As a result, sucb comple toplcs as general nanclal llteracy programs versus
proouct-speclc programs wlll be aooresseo ln tbe secono part o| tbls report.
|n terms o| types o| rlsks aooresseo by lnsurance eoucatlon programs, tbe
most prevalent was bealtb, |olloweo by ll|e, property ano |uneral (Flgure 3).
0 10 20 30 40 50 60 70
Healtb care provloer
8llateral
8ank
|nsurance scbool
Publlc regulator
Donor agency
|nsurance broker
|nternatlonal NGO
Government
Communlty-baseo organlzatlon
Non-pro|lt resource center
Unlverslty
Mlcro|lnance |nstltutlon
Prlvate consultancy
Natlonal NGO
Otber
|nsurance company
14

l|gure3:7,peoflnsuronceLducot|on5,|sk
Tbe organlzatlons were askeo about wbat klnos o| teacblng tools tbey em-
ploy to alo tbe eoucatlon process ano make lt more unoerstanoable to tbelr
target populatlons. O| tbe 32 cbolces provloeo to tbem by tbe survey (lncluo-
lng an otber" cbolce), tbe top ve eoucatlon tools were:
Group olscusslons,
Lectures uslng classroom tralnlng,
Meetlngs ln pre-elstlng group settlngs,
PowerPolnt, ano
8rocbures.
Many responoents recognlzeo tbe lmportance o| customlzlng tbelr programs
baseo on tbe target populatlon's language, llteracy, culture, eoucatlon level,
ano access to lnsurance. Many organlzatlons also reporteo tbat lt ls essentlal
|or tbem to llnk tbelr eoucatlon programs to avallable lnsurance prooucts,
botb ln cases wben tbe organlzatlon o||ers tbe prooucts ltsel| ano ln cases
wben tbe organlzatlon slmply olrects people to commerclal lnsurance com-
panles. Many programs also lnvolve proouct-speclc eoucatlon, ln wblcb eou-
cators revlew proouct optlons o||ereo by tbe eoucatlng entlty wltb program
partlclpants, so tbey can make ln|ormeo oeclslons about lnsurance purcbases.
However, sucb proouct-speclc lnsurance eoucatlon may o|ten |all to meet
tbe oenltlon o| lnsurance eoucatlon useo ln our survey, ano |all more to-
waros stralgbt|orwaro marketlng.
Tbe organlzatlons covereo a range o| toplcs ln tbelr lnsurance eoucatlon
programs, but tbe ones tbat organlzatlons most o|ten |ocuseo on were: bow
lnsurance works," unoerstanolng rlsks" ano wby lnsurance ls also o| value
to |amllles wltb low lncome." Tbe very baslc nature o| tbese toplcs ls perbaps
suggestlve o| tbe ln|ancy o| lnsurance eoucatlon e||orts ln most parts o| tbe
worlo. Tbe ln|ormatlon gatbereo |rom tbe lntervlews supports tbls assump-
"7heorgon|zot|onscovered
o ronge of top|cs |n the|r
|nsuronce educot|on pro-
groms, 5ut the ones thot
orgon|zot|ons most often
focused on were: how
|nsuronce works, under-
stond|ng r|sks ond wh,
|nsuronce|so|soofvo|ueto
fom|||es w|th |ow |ncome.
7he ver, 5os|c noture of
thesetop|cs|sperhopssug-
gest|ve of the |nfonc, of
|nsuronceeducot|onefforts
|nmostportsofthewor|d."
0
20
40
60
80
100
120
140
160
180
Healtb Ll|e Property Funeral Crop Otber Llvestock
15
tlon, as many organlzatlons salo tbat tbe communltles tbey work wltb o|ten
bave bao no access to lnsurance eoucatlon ln tbe past, ano ln many cases, are
not |amlllar wltb tbe baslc concept o| lnsurance. Tbus, lt sboulo come as no
surprlse tbat tbe sector ls generally cbooslng to |ocus on baslc toplcs ano
tools |or tbe tlme belng.
Scope
An lmportant aspect o| tbe survey was oetermlnlng bow many lnsurance
eoucatlon materlals are currently avallable wltb responoents. We oeem tbls
aspect to be lmportant because lt ls lnolcatlve o| tbe general ablllty o| orga-
nlzatlons to e||ectlvely conouct lnsurance eoucatlon campalgns. As can be
seen ln Flgure 4, about one-tblro o| partlclpants salo tbey bave vlrtually no
access to lnsurance eoucatlon tralnlng materlals (between 0 ano 10 bours),
ano tbls was by |ar tbe blgbest category o| responoents. Tbls perbaps serves
as |urtber evloence o| tbe ln|ancy o| tbe lnsurance eoucatlon sector, as or-
ganlzatlons bave eltber not been worklng on tbese programs long enougb to
bave oevelopeo etenslve materlals, or bave yet to |ully lntegrate eoucatlon
ln tbelr mlcrolnsurance actlvltles.
Tbere ls a general oownwaro treno as bours o| materlal lncrease, wltb tbe
eceptlon o| a notewortby splke at tbe nal more tban 500 bours o| mate-
rlal" category. However, aooltlonal lnslgbt galneo tbrougb tbe ln-oeptb lnter-
vlews bas suggests tbat an overwbelmlng majorlty o| organlzatlons clalmlng
to bave sucb an abunoance o| materlals ls lnaccurately reporteo ln tbe survey.
Wben probeo, responoents were generally unable to provloe a llst o| lnsur-
ance eoucatlon materlals tbat woulo even closely resemble tbese numbers.
0.00
5.00
10.00
15.00
20.00
25.00
30.00
35.00
40.00
0-10 11 to 20 21 to 50 51 to 100 101 to 200 201 to 500 Moretban
500
l|gure+:AmountoflnsuronceLducot|onMoter|o|s(|nHoursj
Slmllarly, as can be seen ln Flgure 5, tbe category wltb tbe blgbest percent-
age |or tbe outreacb questlon (number o| people reacbeo) was tbe lowest
category (0 to 100 people), comlng ln at just over 25 percent o| responoents.
Tbls was |olloweo by tbe secono lowest category (less tban 1000 reacbeo)
wltb 23.5 percent o| responoents ano tbe tblro lowest (less tban 5000) wltb
"o5outone-th|rdofpor-
t|c|pontsso|dthe,hove
v|rtuo||,nooccessto|nsur-
onceeducot|ontro|n|ng
moter|o|s(5etween0ond
10hoursj,ondth|swos5,
fortheh|ghestcotegor,of
respondents."
16
17.2 percent o| responoents. Togetber, tbls means tbat over two-tblros o| re-
sponoents bave reacbeo (mucb) less tban 5000 people ln all. |t may be use|ul
to recall tbat tbese gures relate to actlvlty ln tbe ll|etlme o| tbe responoent,
ano as nearly a tblro suggesteo tbey were actlve |or 5 or more years, tbls
palnts a plcture o| an overall |ragmenteo market, wblcb agaln supports tbe
notlon o| a sector ln lts ln|ancy. Tbere were, bowever, notable eceptlons on
tbe otber eno o| tbe spectrum, as well, wltb some 1.6 percent sel|-reportlng
to bave reacbeo more tban 2 mllllon people. However, wben probeo, tbose
responoents |ouno lt ol|cult to eplaln eactly bow tbey reacbeo sucb num-
bers wltb lnsurance eoucatlons as opposeo to total pollcles solo.
0.00
5.00
10.00
15.00
20.00
25.00
30.00
0 to 100 101 to
1,000
1,000 to
5,000
5,000 to
10,000
10,000
to
50,000
50,000
to
100,000
100,000
to
500,000
500,000
to1
mllllon
1to2
mllllon
More
tban2
mllllon
l|gureS:Num5erofPeop|eeoched5,lnsuronceLducot|onAct|v|t|es
Interest in a Virtual Library of Insurance Educa-
tion Materials
As part o| tbe survey, tbe responoents were askeo l| tbelr organlzatlons
woulo be lnteresteo ln partaklng ln a vlrtual Llbrary" an onllne plat|orm
|or lnsurance eoucatlon collaboratlon. Tbe vlrtual Llbrary" coulo lncrease
tbe scope o| lnsurance eoucatlon ano lmprove tbe process by reouclng tbe
oupllcatlon o| e||orts tbrougb sbarlng tralnlng resources ano eoucatlonal ma-
terlals.
Many organlzatlons volceo tbelr |rustratlon over not belng able to access
eoucatlonal tools conceptuallzeo by otber organlzatlons actlve ln tbe elo o|
mlcrolnsurance. A representatlve o| Deutscbe Gesellscba|t |ur Tecbnlscbe
Zusammenarbelt (GTZ) Gbana noteo, 8e|ore we olo tbls materlal, we bao
contacteo a number o| lnstltutlons ln oroer to no ol||erent resources, but
we |ouno lt cballenglng to get access to tbe materlal, wblcb ls o|ten protecteo
o| course wltb ownersblp rlgbts, etc. Ano we |ouno out tbere ls no cobeslve
resource llnk, or at least we were not aware o| lt, wbere we can see wbat
otber people bave been oolng ln ol||erent countrles." Tbe vlslon o| tbe
vlrtual Llbrary" ls to lncorporate a olverse group o| lnternatlonal lnsurance
eoucatlon organlzatlons lnto lts membersblp, so tbat tbe organlzatlons can
"...overtwo-th|rdsof
respondentshovereoched
(muchj|essthonS000
peop|e|no||.ltmo,5e
usefu|toreco||thotthese
fgures re|ote to oct|v|t, |n
the||fet|meoftherespon-
dent,ondosneor|,oth|rd
suggestedthe,wereoct|ve
forSormore,eors,th|s
po|ntsop|ctureofonover-
o||frogmentedmorket"
17
seek out suggestlons ano guloance |rom otbers. Tbe vlrtual Llbrary" can
also serve as an opportunlty |or organlzatlons lnvolveo ln lnsurance eouca-
tlon to populate tbe sbelves, so to speak, wltb valuable materlal on lnsurance
eoucatlon. |n tbls way, tbe vlrtual Llbrary" can belp to ll tbe gaps ln lnsur-
ance eoucatlon.
Tbe loea o| a vlrtual Llbrary" seemeo to be very mucb embraceo by tbe
partlclpants ln tbls survey, as over 90 percent responoeo tbat tbey woulo
be wllllng to sbare tbelr eperlence ano tools wltb sucb a vlrtual Llbrary,"
eltber |reely or |or a |ee. Glven tbe sel| reportlng blas olscovereo ln tbe on
llne survey ln general, tbese encouraglng gures stlll neeo to be substantlateo
wben concrete actlon wlll be requlreo to set up tbe vlrtual Llbrary". Stlll,
tbls ls a most posltlve |ounoatlon |or tbe vlrtual Llbrary" ano tbe MlN/WG
(or otber |orums o| tbe MlN) mlgbt oo well to pursue tbls objectlve ln tbe
near |uture.
18
Part 2 In-depth Interviews
Introduction
Metbooology o| tbe |n-oeptb |ntervlews
Somp|eS|ze
Out o| tbe 353 completeo responses o| tbe on-llne survey, 73 organlzatlons
were selecteo as targeteo responoents o| tbe ln-oeptb lntervlews tbat were
conoucteo by pbone calls. Tbose are tbe responoents wbo bave met at least
one o| tbe |ollowlng (sel|-reporteo) crlterla:
Have more tban 5 years o| lnvolvement ln lnsurance eoucatlon, ano/
or
Have access to more tban 500 bours o| lnsurance eoucatlon tralnlng
materlals, ano/or
Have provloeo lnsurance eoucatlon to more tban 100,000 people.
|n aooltlon to tbese 73 organlzatlons, tbere were 139 voluntary responoents
wbo bave sbown lnterest ln tbe vlrtual Llbrary" ano reporteo tbat tbey
bave a |unctlonal lnsurance eoucatlon program. Tbe llngulstlc olstrlbutlons o|
tbese ln-oeptb lntervlewees are as |ollows.
Lngllsb Frencb Spanlsb Total
Targeteo 56 4 13 73
voluntary 93 17 29 139
Total 149 21 42 212
Tbe baslc toplcs covereo ln tbe lntervlews are as |ollows, altbougb tbese were
a||ecteo largely on tbe narratlon o| tbe lntervlewees ln tbe actual processes:
Motlvatlons |or settlng up tbe mlcro lnsurance eoucatlon scbemes,
Targeteo populatlons (wby tbey were cbosen, soclo economlc |eatures),
How to conceptuallze, oeslgn ano use lnsurance eoucatlon materlals,
Metbooologles aoopteo |or tralnlngs, lncluolng tralnlngs o| tralners,
Monltorlng ano evaluatlon actlvltles,
Cballenges |aceo ano bow to overcome tbe cballenges, ano
|nterest ln tbe vlrtual Llbrary.
Out o| tbe 212 organlzatlons, 103 olo not reply to a request |or an lnter-
vlew, or oecllneo tbe request. A total o| 109 lntervlews were conoucteo. Tbe
lntervlews were all recoroeo ano revleweo later on. At least two researcb-
ers llsteneo to eacb auolo le ln oroer to oetermlne tbe level o| lnterest o|
eacb to tbls stuoy, ano summary wrlte-ups were oone |or eacb lntervlew. At
tbe revlewlng stage, some lntervlews were ecluoeo |rom |urtber revlew
19
ano analysls. Tbls ls partly because o| language or tecbnlcal problems (e.g.
tbe lntervlewee's volce was not clear enougb to comprebeno). As a result,
tbe |ollowlng numbers o| lntervlews were reNecteo ln tbls ln-oeptb survey
report.
Lngllsb Frencb Spanlsb (total)
66 16 10 92
Out o| tbese lntervlews, organlzatlonal brle|s were proouceo |or 31 organl-
zatlons |rom 18 countrles, ano can be |ouno ln Part 3 o| tbls report. Tbese
wrlte-ups were cbosen as eamples o| some o| tbe organlzatlons tbat were
able to narrate a coberent process o| tbelr lnsurance eoucatlon program
2
.
Methodo|og|co|L|m|tot|ons
Tbe autbors o| tbls report also olo not bave access to tbe actual eoucatlonal
materlals ano tools useo by tbe organlzatlons. Tbus tbe analysls ls baseo on
tbe narratlon provloeo by tbe lntervlewees. Glven tbe reportlng blas olscov-
ereo ln tbe onllne survey, tbls poses some constralnts on tbe analysls.
Partlcularly ln tbe Tools |or |nsurance Loucatlon" ano Monltorlng ano Lval-
uatlon" (M&L) sectlons, tbe lack o| access to eoucatlonal ano M&L. tools ln-
blblts tbe analysls. A number o| lntervlewees mentloneo varlous eoucatlonal
tools ano M&L actlvltles tbey useo, but were unable to provloe |urtber oetalls
on tbese or to elaborate bow tbe organlzatlon ls uslng tbem.
Communlty Prole
Nearly all tbe partlclpants ln tbe ln-oeptb lntervlews reporteo tbat tbe popu-
latlons tbey work wltb are not only unlnsureo, but tbey are alarmlngly unln-
|ormeo about tbe concept o| lnsurance, tbougb tbe level o| awareness varleo
across ol||erent organlzatlons' target populatlons. Some even reporteo tbat
mlsconceptlons ano superstltlons, sucb as tbe superstltlon tbat buylng lnsur-
ance ls calllng oeatb to you," oomlnate attltuoes regarolng lnsurance ln tbe
communltles wbere tbey work. Organlzatlons |requently reporteo tbat tbe
populatlons tbey work wltb o|ten con|use lnsurance ano savlngs or tblnk tbat
tbey are tbe same.
Tbese target populatlons were loentleo by partlclpatlng organlzatlons as
belng low-lncome populatlons, wltb very |ew eceptlons. A notable majorlty
were rural-baseo communltles ano communltles tbat bave traoltlonally been
ecluoeo |rom tbe nanclal system. Many organlzatlons reporteo target-
lng more speclc populatlons, sucb as |emale-ecluslve programs, agrlcultural
programs ano programs tbat work wltb etbnlc mlnorltles. Lspeclally ln cer-
taln parts o| Asla, lnsurance eoucatlon programs bave been lnltlateo ln areas
tbat bave been recently a||ecteo by natural olsasters
3
.
2
Tbese brle|s were not
cbosen to represent all tbe
types o| organlzatlons partak-
lng ln tbe survey per se, ano
tbey oo not o||er a statlstlcal
breakoown ln terms o| types
ano slzes o| organlzatlon,
geograpblcal locatlon ano
language. As sucb, lncluslon ln
tbe brle| ooes not preteno to
lmply a perceptlon o| blgber
quallty o| lnsurance eouca-
tlon actlvltles, ano tbe brle|s
sboulo ratber be vleweo as a
snapsbot o| responoent orga-
nlzatlons actlve ln lnsurance
eoucatlon at tbe tlme tbe
lntervlews were conoucteo.
3
See 8urns, Catberlne, ano
Aparna Dalal. 2010. Lplaln-
lng |nsurance: |mplement-
lng Consumer Loucatlon ln
CAPL-|nola's |nsure Llves ano
Llvellbooos Program." Flnan-
clal Access |nltlatlve.
20
8ox1:Work|ngAgo|nstNegot|veAssumpt|onsA5outlnsuronce
Asoclaclon Melcana oe Unlones oe Crolto oel Sector Soclal A.C. (AMUC-
SS) ls a Melcan organlzatlon set up by oozens o| creolt unlons worklng ln
tbe elo o| rural nance. AMUCSS works to create better nanclal servlces
ln rural areas tbrougb worklng wltb ano creatlng new local nanclal lnstltu-
tlons.
|n an lntervlew conoucteo lnoepenoent o| tbls stuoy ano posteo by AMUC-
SS onllne
4
, a representatlve |rom AMUCSS eplalneo tbat people |rom
tbelr target communltles are o|ten wary about ll|e lnsurance because tbey
no tbe concept tbat ll|e lnsurance wlll protect tbe |amlly ln case o| a oeatb
to be con|uslng. Furtbermore, ll|e lnsurance ls seen as lnausplclous, lt makes
many people |eel uncom|ortable because tbey |ear tbat purcbaslng an lnsur-
ance pollcy wlll mean tbat members o| tbelr |amlly are wlsblng |or a |amlllal
loss, bence lt wlll brlng bao luck.
|n oroer to work arouno tbese olverse cballenges, tbe lntervlewee noteo
tbat lt ls very belp|ul l| tbe lnsurance provloer bas a steaoy presence ln tbe
communlty's oally ll|e, sucb as can usually be provloeo by a mlcronance ln-
stltutlon (MF|). On tbe otber bano, wben an lnsurer only appears to sell tbe
pollcy ano collect payment, lt ls ol|cult to create tbe necessary trust. Tbe
lntervlewee also salo tbat wben a member o| tbe communlty bas a posltlve
eperlence wltb lnsurance, tbat lnolvloual can make a blg lmpact on tbe
perspectlve o| tbe wbole communlty wltb regaros to lnsurance.
Program Development
Motlvatlon
Tbe ln-oeptb lntervlews revealeo a number o| motlves organlzatlons bave |or
conouctlng lnsurance eoucatlon. Tbls lncluoeo commerclally orlven motlva-
tlons, compllance wltb government manoates, ano tbe most commonly men-
tloneo motlvatlon tbe aovancement o| tbe communlty, wblcb |alls wltbln
tbe larger perspectlve o| oevelopment. Tbls category lncluoeo objectlves sucb
as:
|ncreaslng general nanclal llteracy among tbe populatlon,
|ncreaslng nanclal equlty,
|mprovlng llvlng stanoaros,
|mprovlng access to bealtb care, ano
Facllltatlng general oevelopment.
Neeoless to say, all organlzatlons bave to consloer ano navlgate a number
o| overlapplng (ano sometlmes competlng) motlvatlons to malntaln sustaln-
ablllty o| tbelr operatlons. Commerclally orlentateo lnsurance companles re-
4
AMUCSS on tbe subject
o| Cballenges ano Oppor-
tunltles |or Mlcrolnsurance
ln Melco" can be accesseo
athttp:llwww.,outu5e.coml
wotch?v=LS_Zqd-r0x+.
21
porteo tbat eoucatlon can work to stlmulate tbelr buslness. Wben target
communltles begln to unoerstano tbe value proposltlon o| lnsurance, lt e-
panos consumer oemano. Creatlng ln|ormeo communltles ls tbere|ore also
seen as a buslness strategy tbat can lncrease sales.
Some MF|s reporteo tbat tbey conoucteo lnsurance eoucatlon as a strateglc
move to protect tbelr mlcrocreolt buslness, not necessarlly as a protable
enoeavor ln ltsel|. Tbe use o| lnsurance by MF| lenoers ls beneclal |or tbe
MF|, because lt can prevent loan repayment oe|ault by o||erlng a sa|eguaro
agalnst nanclal crlses tbat mlgbt a||ect tbe cllent base.
|n some cases (especlally |or creolt-ll|e lnsurance), MF|s bunole mlcrolnsur-
ance to tbelr loans |or elstlng cllents, but oo not actlvely promote lnsurance
eoucatlon outsloe o| tbelr elstlng cllent base or o||er mlcro lnsurance as a
separate proouct.
8ox2:Cred|t-||feondLockoflnsuronceLducot|on
One organlzatlon tbat olo not lmpart lnsurance eoucatlon wben o||erlng a
creolt-ll|e scbeme was a large |nolan lnsurance company. Tbe tralnlng tbey
o||ereo ln regaros to tbe speclc proouct was almeo at tbelr sta|| members,
ano not olrectly at tbe eno consumer. A representatlve o| tbe organlzatlon
noteo tbat one o| tbe maln reasons |or launcblng tbe partlcular lnsurance
scbeme was because o| government regulatlons. Tbese covereo tbe sales
o| tbe proouct, but olo not requlre tbe organlzatlon to o||er any lnsurance
eoucatlon along wltb tbe sales, wblcb |or commerclal reasons tbey pre-
|erreo not to oo. Sometlmes wben sucb nanclal servlces are bunoleo, tbe
|ocus on lnsurance eoucatlon can be lost, wblcb ls an lmportant polnt |or
pollcymakers to be aware o|.
|n stlll otber cases, sucb as wltb most consultants tbat partlclpateo ln tbe ln-
tervlews, lnsurance eoucatlon ls actually tbe proouct / servlce o||ereo. Tbey
o||er a beneclal proouct/servlce to communltles or otber organlzatlons, tbe
core o| wblcb revolveo arouno lnsurance eoucatlon. Tbe proouct / servlce
was sometlmes loentleo as tbe actual eoucatlon o| populatlons |or ln-
stance as a servlce solo to lnsurance companles ano otbers or as a proouct
(e.g. teacblng materlals) tbat otber organlzatlons coulo tben use to lmple-
ment tbe eoucatlon programs tbemselves.
"SomeMllsreportedthot
the,conducted|nsuronce
educot|onosostroteg|c
movetoprotectthe|r
m|crocred|t5us|ness,not
necessor||, os o profto5|e
endeovor|n|tse|f."
22
8ox3:lnsuronceLducot|on7ro|n|ngosoProduct
Sometlmes tralnlng o| sta|| to conouct lnsurance eoucatlon was also a proo-
uct, as ln tbe case o| Peoport Consultlng o| Melco. Peoport Consultlng
o||ers lnsurance eoucatlon tralnlng as a proouct to lnsurance companles, so
tbat representatlves |rom tbe companles can tben lmpart eoucatlon tbem-
selves to tbelr target populatlons.
Peoport ooes not bave olrect contact wltb tbe communltles ln most clr-
cumstances, but lt provloes tools, materlals, epertlse ano tralnlng to ln-
termeolary lnsurance companles or mlcronance lnstltutlons (MF|s). Tbese
tools are o|ten aoapteo to tbe speclc target communlty ano/or lnsurance
proouct tbat ls o||ereo.
Dual Neeo o| |nsurance Loucatlon
Our stuoles |ouno tbat tbe relatlonsblp between lnsurance eoucatlon pro-
gram operators ano cllents was o|ten not tbe oonor-reclplent mooel tbat
one mlgbt epect, but was very o|ten symblotlc. Tbe communlty benets
|rom lnsurance eoucatlon because lt allows tbem a greater unoerstanolng o|
tools |or managlng rlsk tbat are avallable to tbem. |nsurance companles ano
MF|s slmultaneously benet |rom lnsurance eoucatlon programs because lt
lncreases awareness ano ultlmately makes lt more llkely tbat people ln tbe
targeteo communlty wlll buy lnsurance |rom tbem. As a responoent |rom
Alternatlve |nsurance Company Haltl (A|C) salo, a well eoucateo consumer
ls our best customer, because tbls ls tbe person to wbom you can go ano
collect bonest oata l| you want to be lnvolveo ln tbe proouct tbat you oo
o||er tbem so lt can answer to tbe speclc neeo." Tbls oual neeo can leao to
mutually beneclal lnteractlons tbat botb alo ln communlty oevelopment ano
buslness oevelopment, as long as tbe programs are lmplementeo properly.
Cballenges Faceo
Organlzatlons |ace varlous cballenges ln lmpartlng lnsurance eoucatlon. Tbey
aooress eternal cballenges by aoaptlng to tbem tbrougb |urtber oeslgnlng
ano revlslng tbelr eoucatlonal strategles ano operatlonal mooel(s). |nternal
cballenges at tbe organlzatlonal level, wblcb neeo to be aooresseo wltbln tbe
organlzatlon, also a||ect lnsurance eoucatlon.
Lxterno|Cho||engesSoc|o|lCu|turo|
Mucb o| tbe cballenge o| lnsurance eoucatlon lles ln convlnclng communltles
to consloer tbe loea o| lnsurance, ano to cbange tbelr bebavlour towaros rlsk
as a consequence. Low-lncome communltles o|ten oo not percelve lnsur-
ance as a nanclal prlorlty, slnce lnsurance protects only agalnst a posslble
sltuatlon. As a representatlve o| Tulay sa Pag-unlao |nc. (TSP|) worklng ln
Pblllpplnes mentloneo | belleve tbat market eoucatlon ls sometblng tbat we
"uesp|teoftenoverwhe|m-
|ngsoc|o|ondcu|turo|
cho||enges,thereoremon,
orgon|zot|onsthothove
found|nnovot|vewo,sto
workw|th|ntheconstro|nts
|o|dout5,port|cu|or
commun|t|eschorocter-
|st|cs.lnfoct,thereore
orgon|zot|onsthothove
exper|encedgreotsuccess
5,|ntegrot|ngwhotthe,
hod ot frst cons|dered
cho||eng|ngcommun|t,
quo||t|es|ntotheopprooch
oftheprogroms,suchos
us|ng f|ms, songs ond
gomesosowo,toover-
come||||teroc,wh|chend
upengog|ng||terotec||ents
moreeffect|ve|,oswe||."
23
neeo to oo wltb our cllents . wben you work wltb poor people, sometlmes
tbey [poor people] belleve tbat tbey oo not neeo lnsurance, wbat tbey neeo
ls |ooo on tbelr table, clotbes on tbelr back, ano a roo| over tbelr beaos, so
tbey say tbat lnsurance ls sometblng tbat tbey oo not neeo at tbe moment."
Desplte o|ten overwbelmlng soclal ano cultural cballenges, tbere are many
organlzatlons tbat bave |ouno lnnovatlve ways to work wltbln tbe constralnts
lalo out by partlcular communltles' cbaracterlstlcs. |n |act, tbere are organl-
zatlons tbat bave eperlenceo great success by lntegratlng wbat tbey bao at
rst consloereo cballenglng communlty qualltles lnto tbe approacb o| tbe
programs, sucb as uslng lms, songs ano games as a way to overcome llllteracy
wblcb eno up engaglng llterate cllents more e||ectlvely as well.
Lxterno|Cho||engeslnsuroncelnfrostructure
Some responoents salo tbat lnsurance companles (or otber organlzatlons
lnvolveo wltb mlcrolnsurance oellvery) can present anotber |orm o| eternal
cballenge to tbe success o| an lnsurance eoucatlon program. Tbls can oc-
cur wben unln|ormeo lnsurance companles (or organlzatlons actlng on tbelr
bebal|) create buroles to a complete unoerstanolng o| lnsurance because o|
tbe way tbey pltcb tbelr speclc prooucts, o|ten by provlolng blgbly oetalleo
proouct ln|ormatlon be|ore potentlal cllents unoerstano any o| tbe |unoa-
mentals o| lnsurance. Tbls can leao to mlsunoerstanolng o| wbat ls covereo,
ano later to olsappolntment oue to erroneous epectatlons |rom tbe lnsur-
ance cover, wblcb can negatlvely a||ect tbe communlty's perceptlons o| lnsur-
ance as a wbole ano mlgbt scare tbem o|| |rom |uture contact wltb lnsurance.
8ox+:Work|ngAgo|nstProv|s|onofAs,mmetr|co|lnformot|on
Quaorant Consultants empbaslze tbat an ln|ormeo consumer ls always an
opportunlty |or lnsurance companles, not a tbreat. Tbe organlzatlon works
to promote tbe concept tbat an ln|ormeo consumer ls ln tbe lnterests o|
everyone, botb on tbe oemano ano supply sloes. A consumer tbat |ully
comprebenos tbe concept o| lnsurance ls llkely to subscrlbe |or more poll-
cles.
Havlng collaborateo wltb a number o| consumer organlzatlons, Quaorant
Consultants note tbat [ln |nola] currently nearly all plat|orms provlolng
ln|ormatlon on lnsurance are run by commerclal entltles ano/or are a|ll-
ateo wltb lnsurance provloers. Tbls means tbat tbe consumer o|ten recelves
asymmetrlcal ln|ormatlon regarolng lnsurance. To o||er a perspectlve |rom
tbe oemano sloe, Quaorant Consultants are worklng on a webslte tbat wlll
serve as a |ree resource |or lnsurance consumers, provlolng ln|ormatlon
on general rlsk management ano varlous lnsurance prooucts wltbout a|ll-
atlons to lnsurance provloers.
24
|nstltutlonal ano structural cballenges were |requently mentloneo ln tbe ln-
oeptb lntervlews, ano lncluoeo lack o| government support, low access to
eoucatlon, lack o| accesslblllty to olsperseo communltles ln rural areas, as
well as poor roao ano otber pbyslcal ln|rastructure. Notewortby ls tbe men-
tlon by several responoents o| unavallablllty o| aoequate supply o| eltber
lnsurance ln general or ln tbe case o| bealtb, o| bealtbcare provloers. For
lnstance, a representatlve |rom Freeoom |rom Hunger eplalneo tbe organl-
zatlon's cballenges wltb elstlng ln|rastructure ln tbe countrles ln wblcb tbey
conouct lnsurance eoucatlon as belng too |ew [bealtb lnsurance] scbemes
avallable. Most o| tbe tlme tbere aren't any cbolces yet. Havlng lnsureo ac-
cess to provloers l| tbere aren't any tbat ooesn't really solve tbe problem.
So lt's a problem wltb lack o| access to provloers, lack o| avallable scbemes,
lack o| knowleoge ano an lnsurance culture." Tbls perceptlon about sbort-
comlngs ln tbe elstlng supply-sloe ln|rastructure can ln |act perpetuate tbe
bablt o| lne||ectlve bealtb nanclng, partlcularly wbere organlzatlons |eel tbat
lt lsn't wortbwblle to o||er bealtb lnsurance prooucts ln certaln areas, slnce
lnaoequate bealtbcare systems prevent cllents |rom recelvlng proper care
even wltb su|clent |unolng. However, lt ls posslble to work agalnst tbls prob-
lem by creatlng obvlous oemano (tbrougb lnsurance) ln tbese areas, wblcb
coulo tben cause bealtbcare provloers to step |orwaro to meet sucb oemano.
Perbaps tbese elstlng gaps ln lnsurance ln|rastructure eplaln tbe call |or
partnersblps ano networks to support lnsurance eoucatlon tbat so many par-
tlclpants epresseo ln tbe ln-oeptb lntervlews. |n some cases lnsurance com-
panles, MF|s, NGOs, bospltals, ooctors ano communltles are alreaoy maklng
connectlons to |oster a more organlzeo ano e|clent lnsurance ano lnsurance
eoucatlon process.
8oxS:Lffect|venessofProfess|ono|Portnersh|ps
Asoclaclon Melcana oe Unlones oe Crolto oel Sector Soclal A.C. (AMUC-
SS) bas taken aovantage o| partnersblps by connectlng small mlcronance
lnstltutlons tbat woulo otberwlse speno a lot o| money on lnolvloual olstrl-
butlon ano marketlng wltb lntermeolary organlzatlons, wblcb are ln cbarge
o| selllng tbe nanclal prooucts. AMUCSS can tben |ocus on conouctlng ln-
surance eoucatlon among lts partner mlcronance lnstltutlons (MF|s). Tbls
ls more e|clent ano cost-e||ectlve |or all. Asloe |rom savlng partlclpatlng
organlzatlons money, AMUCSS also reporteo tbat tbls partnersblp metboo
lmproves tbe olstrlbutlon cbannel o| nanclal servlces, wblcb glves rural
populatlons greater access to lnsurance.
lnterno|Cho||enges
Most lnsurance eoucatlon programs seem to be ln tbelr early stages, ano
consequently tbere are stlll a lot o| lnternal cballenges to be overcome. Lack
o| epertlse ls a common lmpeolment to organlzatlonal growtb, especlally
among organlzatlons tbat oo not bave prevlous eperlence wltb lnsurance
or wltb aoult eoucatlon practlces. Lack o| resources was also loentleo as
"Most|nsuronceeduco-
t|onprogromsseemto5e
|nthe|reor|,stoges,ond
consequent|,thereorest|||
o|otof|nterno|cho||enges
to5eovercome.Lockof
expert|se|socommon|m-
ped|menttoorgon|zot|ono|
growth,espec|o||,omong
orgon|zot|onsthotdonot
hoveprev|ousexper|ence
w|th|nsuronceorw|th
odu|teducot|onproct|ces.
Lockofresourceswos
o|so |dent|fed os o cho|-
|enge.Someorgon|zot|ons
ment|oned d|ffcu|t|es w|th
fnd|ng quo||fed tro|ners
foro||the|onguoges|nthe
reg|on|nwh|chthe,work."
25
a cballenge. Some organlzatlons mentloneo ol|cultles wltb nolng qualleo
tralners |or all tbe languages ln tbe reglon ln wblcb tbey work.
To be sure, tbe lnternal cballenges mentloneo ln tbe above paragrapb are
cballenges tbat more typlcally plague smaller organlzatlons ano non-prot
organlzatlons mucb more tban larger, |or-prot entltles. Wltb outreacb ano
|unolng llmltatlons come llmltatlons on tbe garnerlng o| proper epertlse
ano resources. Larger |or-prot entltles on tbe otber bano typlcally bave less
epertlse wltb rural communltles, ano ln many cases lack tbe |amlllarlty wltb
tbe people tbat ls necessary to oeslgn a program ano teacblng materlals to
wblcb tbey woulo be more responslve. Tbls ls wby a number o| organlzatlons
cboose to work wltb local partners, lnsteao o| olrectly lmpartlng lnsurance
eoucatlon to tbe communlty. A oetalleo eample o| tbls type o| collaboratlon
ls |ouno ln tbe case stuoy Consumer Loucatlon ln CAPL-|nola's |nsure Llves
ano Llvellbooos Program" (8urns & Dalal 2010)
Cballenges partlcular to tbe oeslgn o| eoucatlonal tools ano materlals can also
beavlly lmpact eoucatlon lmparteo by organlzatlons, ano wlll be olscusseo ln
tbe Tools |or |nsurance Loucatlon" sectlon o| tbls report.
8uslness Mooel ano Flnanclng
As wltb all buslness plans, lnsurance eoucatlon programs requlre tbat tbe
organlzatlons responslble |or tbem take certaln measures to ensure tbe |ea-
slblllty ano sustalnablllty o| tbelr operatlons. Tbls entalls lmplementlng tbe
rlgbt comblnatlon o| outreacb, content, etc. to ensure tbe greatest amount o|
success at tbe lowest cost. |n oroer to oetermlne tbe optlmal cbaracterlstlcs
o| tbe lnsurance eoucatlon program, tbe organlzatlon o|ten prepares wltb
prellmlnary researcb, ano subsequently aoapts tbe program as neeoeo.
Pre||m|nor,eseorch
|n oroer to create reallstlc plans |or lnsurance eoucatlon programs, many
organlzatlons conouct some |orm o| prellmlnary researcb. Tbls ls most |re-
quently oone tbrougb |ocus groups, surveys ano market researcb tbat provloe
a summary plcture o| tbe communltles' cbaracterlstlcs ano prlor knowleoge.
|t ls belp|ul |or organlzatlons to know about rlsk bebavlors ano responses
among tbe target populatlon. Tbls wlll be |urtber olscusseo later ln tbe Tools
|or |nsurance Loucatlon" sectlon, on oevelopment processes o| eoucatlonal
tools.
lnsuronceLducot|onosoSupp|emento|Act|v|t,
Tbere are organlzatlons tbat bave broaoer eoucatlonal goals ano strateglcally
|actor lnsurance eoucatlon lnto tbelr programs. Pesponoents to tbls stuoy
lncluoeo organlzatlons tbat speclallze ln general nanclal eoucatlon o| low-
lncome groups, or ln more tborougb rlsk management eoucatlon programs.
|n tbese clrcumstances, lnsurance eoucatlon ls a supplemental actlvlty tbat
contrlbutes to tbe mlsslon o| tbe organlzatlon. For eample, general nanclal
26
eoucatlon woulo lncluoe lnsurance eoucatlon, but also (ano o|ten prlmarlly)
ln|ormatlon on savlngs, creolt ano responslble spenolng.
8ox:lnsuronceLducot|onosoComponentof8rooderl|nonc|o|Lducot|on
Geroa Plprek o| Marketwor A|rlca, a Soutb A|rlcan organlzatlon provlolng
strateglc plannlng o| nanclal eoucatlon, noteo tbat |amllles neeo to conslo-
er buogetlng on a broaoer level, wblcb woulo necessltate an unoerstanolng
o| savlngs ano otber nanclal tools. |t ls baro |or tbem to prlorltlze wltbout
a complete nanclal eoucatlon.
Tbe lntervlewee |ears tbat wltbout a complete eoucatlon, many people
woulo o|ten buy lnsurance lmmeolately a|ter tbe eoucatlon, wltbout buo-
getlng |or lt, wblcb means tbat tbey wlll o|ten |all to renew pollcles later on.
Organlzatlons tbat conouct lnsurance eoucatlon also tblnk crltlcally about
tbe rlgbt use o| lnsurance eoucatlon as a tool to acbleve tbelr greater goals.
Organlzatlons tbat elst |or tbe purpose o| lnsurance eoucatlon oo not
struggle wltb tbls questlon, slnce lnsurance eoucatlon ls tbe goal. 8ut lnsur-
ance companles, MF|s ano oevelopment NGOs oetermlne bow to make tbls
supplemental actlvlty t loglstlcally, soclally ano nanclally lnto tbelr op-
eratlons com|ortably. very |requently, MF|s reporteo uslng mlcro lnsurance
as a strategy |or long-term success (l.e. protectlon agalnst loan oe|aults), ano
not a nanclal tool createo |or tbe benet o| tbe target communlty. For many
MF|s, tbat means provlolng bunoleo" mlcro lnsurance (ano tbus lnsurance
eoucatlon) to elstlng loan cllents, wblcb ultlmately makes tbelr buslnesses
more sustalnable. Tbese MF|s typlcally |uno lnsurance eoucatlon |rom tbe
manoatory premlum wblcb ls aooeo to tbe cost o| tbe loan.
Portnersh|psondProfess|ono|Assoc|ot|ons
As olscusseo earller, tbe use o| partnersblps ls also a strateglc buslness mooel
tbat many organlzatlons are uslng or woulo llke to use. Tbls allows collabora-
tlon on mutually beneclal lnsurance eoucatlon ano can ellmlnate oupllcate
e||orts ano epenses. Partnersblps can also epano outreacb ano olstrlbu-
tlon, ano |acllltate tbe process |or cllents (see eample o| AMUCSS, page
50). O|ten organlzatlons or lnsurance companles wlll blre consultants wltb
epertlse ln lnsurance eoucatlon or ln tbe creatlon o| eoucatlon tools as part
o| tbelr buslness mooels. For organlzatlons wltb no prevlous eperlence ln
lnsurance eoucatlon, tbls can serve as a vlable mooel |or lmpartlng lnsurance
eoucatlon wberever tbe servlces are avallable. As a relatlvely new elo o|
epertlse, ln some areas nolng qualleo consultants turneo out to be ol|-
cult. However, as tbe report bas oemonstrateo, tbe lncreaslng attentlon palo
to lnsurance eoucatlon wlll llkely leao to an lncrease ln numbers o| qualleo
consultants.
Apart |rom tralnlng epertlse, ln general tbere was |alrly llttle cooperatlon
"Aportfromtro|n|ng
expert|se,|ngenero|there
wosfo|r|,||tt|ecooperot|on
5etweenorgon|zot|ons.
L|nksw|thgovernment
ogenc|es,un|vers|t|esond
othereducot|ono||nst|tu-
t|ons,|o5orun|onsetc.,
wereonexcept|onrother
thonthenorm."
27
between organlzatlons. Llnks wltb government agencles, unlversltles ano
otber eoucatlonal lnstltutlons, labor unlons etc., were an eceptlon ratber
tban tbe norm. Tbls also bolos true |or collaboratlons between organlzatlons
lmpartlng eoucatlon ln ol||erent stranos o| mlcro lnsurance, sucb as ll|e ano
bealtb. As one consultant mentlons, tbe knowleoge sbarlng between organl-
zatlons worklng ln ol||erent elos o| mlcro lnsurance ls not e|clent enougb,
ano tbere ls a tenoency to over-empbaslze tbe cultural ano soclologlcal spe-
clcs ln conouctlng mlcro lnsurance eoucatlon programs. Altbougb ol||erenc-
es elst, tbere are more slmllarltles, ano sbarlng ln|ormatlon across tbe llne
woulo save a lot o| tlme ano e||ort, wblcb ls currently wasteo on relnventlng
alreaoy elstlng mooels.
l|nonc|ng
Funolng plans |or lnsurance eoucatlon programs varleo notably. Many |or-
prot uses o| lnsurance eoucatlon were sel|-supporteo by tbe MF| or lnsur-
ance company, tbrougb premlum lncome / agent commlsslons. |n tbe case o|
non-prots (ano some |or-prot provloers as well), |unolng also came |rom
larger oevelopment organlzatlons, sucb as tbe |LO Mlcrolnsurance |nnova-
tlon Faclllty. Government support, grants ano oonors were also loentleo as
sources o| |unolng |or NGOs, but tbe lntervlews olo not allow us to oetect
an overarcblng treno ln |unolng patterns.
|n some cases, tbe use o| partnersblps between organlzatlons allocateo |uno-
lng responslbllltles. Sometlmes an organlzatlon woulo agree to carry out
tbe responslbllltles o| tbe eoucatlon component, as long as a partner (e.g.
lnsurance company) provloeo |unolng |or tbe program. |n otber cases, |uno-
lng outles were spllt between collaboratlng organlzatlons, sucb as ln tbe case
o| FUNDASLG. Tbls Colomblan organlzatlon bas an agreement wltb tbe
lnsurance companles wbose target populatlons are reacbeo by tbe lnsurance
eoucatlon, ln wblcb tbe lnsurance companles usually |uno tbe recrultment o|
partlclpants ano rental space |or tbe eoucatlonal program, wblle FUNDASLG
|unos tbe eoucatlonal tools ano prellmlnary researcb.
As olscusseo earller, tbere were organlzatlons tbat turneo a prot |rom ln-
surance eoucatlon, wbetber lt was tbe actual servlce o| tbe eoucatlon or tbe
eoucatlonal tools tbat were tbe proouct. Tbe organlzatlons tbat turn a prot
are more llkely to be nanclally sustalnable (at least |or tbelr lnsurance eou-
catlon actlvltles), but |or lack o| oata we are unable to provloe more concrete
ln|ormatlon on tbe ooos o| success.
|t was ol|cult to oetermlne |rom tbls stuoy wbetber tbe |unos useo |or tbe
operatlon o| lnsurance eoucatlon programs were usually oeslgnateo specl-
cally |or lnsurance eoucatlon. Wbat we oo know ls tbat many organlzatlons
mentloneo a neeo |or more |unolng |or lnsurance eoucatlon, so lt woulo be
reasonable to suggest tbat tbere ls a neeo |or more lnsurance eoucatlon-
speclc |unolng. Tbls woulo belp tbe sector to grow ano woulo put more o|
an empbasls on lnsurance eoucatlon. As tbe sector matures, clear buslness
mooels arouno lnsurance eoucatlon sboulo become more transparent, so
"lt wos d|ffcu|t to de-
term|nefromth|sstud,
whetherthefundsusedfor
theoperot|onof|nsuronce
educot|onprogromswere
usuo||, des|gnoted spec|f-
co||,for|nsuronceeduco-
t|on.Whotwedoknow|s
thotmon,orgon|zot|ons
ment|onedoneedfor
morefund|ngfor|nsuronce
educot|on,so|twou|d5e
reosono5|etosuggestthot
there|soneedformore
|nsuronceeducot|on-spec|f-
|cfund|ng."
28
tbat tbe publlc gooo" nature o| lnsurance eoucatlon coulo be aoequately
aooresseo by tbe ol||erent stakeboloers ln tbe sector.
Insurance Education Content
|n tbls cbapter, tbe approacb organlzatlons take towaros conceptuallzlng ano
lmplementlng varlous eoucatlonal strategles wlll be olscusseo unoer two
beaolngs: General Plsk Management Loucatlon ano Proouct Speclc Louca-
tlon.
Tbe term General Plsk Management Loucatlon can be unoerstooo as two
separate, but lnterllnkeo actlvltles. |t can be unoerstooo to cover toplcs sucb
as:
How to respono to rlsk (wblcb lncluoes lnsurance as a posslble tool)
ano/or
How to avolo rlsk, e.g. by practlclng bealtby bablts, uslng agrlcultural
best practlces, etc.
Only a |ew organlzatlons taklng part ln tbls survey conoucteo eoucatlon sole-
ly o| tbe latter type (l.e. eoucatlng communltles about posslble preventlve
measures to oeal wltb rlsk). Practlcally all responoents were o||erlng eouca-
tlon especlally wltb regaro to lnsurance, tbere|ore, ln tbls report General Plsk
Management Loucatlon ls percelveo as non-proouct speclc lnsurance eouca-
tlon, or ln otber woros, eoucatlon on tbe concept o| lnsurance.
Pe|erences to Proouct Speclc Loucatlon, on tbe otber bano, lnolcate a type
o| lnsurance eoucatlon tbat |ocuses on tbe speclcs o| a partlcular proouct,
sucb as:
Proouct |eatures (prlce, lncluslons ano ecluslons etc.),
Lnrolment processes,
Payment processes |or premlums, ano
Clalms management processes.
Tbe two categorles are somewbat ol|cult to olssect apart. 8otb General
Plsk Management Loucatlon ano Proouct Speclc Loucatlon bave tbe same
alm, enabllng people to become ln|ormeo consumers o| lnsurance servlces
ano more e||ectlvely manage rlsk. Wbetber tbls ls oone ln tbe contet o| a
partlcular lnsurance proouct, or ln tbe contet o| almlng at lncreaslng a com-
munlty's knowleoge base regarolng rlsk management, tbe two overlap ln a
number o| ways. Tbey nonetbeless constltute two separate approacbes ano
o|ten utlllze ol||erent peoagoglc metboos to acbleve results. We tbere|ore
look at tbem separately ln tbls report, ln oroer to provloe tbe reaoer a more
conclse plcture o| tbe eoucatlonal e||orts taken by organlzatlons across tbe
globe.
|n tbe ln-oeptb lntervlews, many o| tbe organlzatlons olo not provloe a clear
narratlve o| tbelr operatlons. Tbls was sometlmes oue to tbe lntervlewee's
29
un|amlllarlty wltb tbe program, to a mlsunoerstanolng o| tbe olrectlon o|
tbe stuoy or o| speclc questlons, to a language barrler, etc. Tbere|ore, lt ls
o|ten ol|cult to say wbere General Plsk Management Loucatlon enos ano
wbere Proouct Speclc Loucatlon starts. Many organlzatlons lmparteo a very
llmlteo amount o| General Plsk Management Loucatlon (especlally tbe case
wltb creolt-ll|e scbemes, as olscusseo on page 16) ano |ocuseo on Proouct
Speclc Loucatlon lnsteao. |n many lnstances tbe responoents |ouno out tbat
tbey bao not reallstlcally taken lnto account tbe low awareness levels o| tbe
communltles wltb wblcb tbey work. |n tbese cases tbe organlzatlons o|ten
bao to revlslt elements o| General Plsk Management Loucatlon to ensure tbe
oellvery o| tbelr lntenoeo message. Focuslng on Proouct Speclc Loucatlon
can be a temptlng proposltlon as lt appears to save tlme ano resources, but
as many responoents bao reallzeo, lt can turn out to be counter-proouctlve
ln tbe long run. Tbe ln-oeptb lntervlews clearly revealeo tbat tbe tet-book"
settlng ln wblcb General Plsk Management Loucatlon ls lmplementeo e.g. ln
tbe |orm o| an awareness campalgn, |olloweo by Proouct Speclc Loucatlon,
|ocuslng on e.g. premlum collectlon was not tbe norm.
8ox7:lntegrotedAworenessCompo|gnMode|
Tbe Mlcro |nsurance Acaoemy (M|A) belps partners (|n |nola ano globally)
roll out an lntegrateo awareness campalgn prlor to asklng communltles to
oecloe on voluntary a|llatlon to mlcrolnsurance.
Tbls montb-long awareness campalgn (uslng groups meetlngs, street plays,
lnteractlve games, multlmeola ano mass meola tools), ls unoertaken ano
conoucteo by communlty |acllltators tralneo by M|A ano |ocuses on e-
plalnlng ano promotlng tbe value proposltlon o| mlcrolnsurance.
M|A conoucts tbese campalgns togetber wltb a local NGO partner, to
wbom lt provloes tecbnlcal asslstance, overslgbt ano monltorlng tbrougb-
out tbe campalgn. M|A also prepares roao-maps |or eacb |acllltator to be
useo as a guloe |or tralnlng sesslons, ano communlty groups are encourageo
to partlclpate actlvely ln tbe meetlngs ano varlous awareness programs. Tbe
eoucatlon ls non-proouct speclc ano tbe lnteractlve games playeo among
tbe communlty approacb lnsurance as a concept, ratber tban tbrougb tbe
|ramework o| a speclc lnsurance proouct. Proouct speclc eoucatlon ls
only starteo at a later stage, wben tbe communlty epresses an lnterest ln
lnsurance as a concept.
Neeo |or Plsk Management Loucatlon
One o| tbe most recurrlng comments, volceo by a large majorlty o| tbe lnter-
vlewees, relateo to tbe general lack o| an lnsurance culture. |nsurance ls an
(o|ten entlrely) new concept to tbe majorlty o| tbe communltles wltb wblcb
tbe organlzatlons partaklng ln tbe survey work.
"7he|n-depth|nterv|ews
c|eor|,reveo|edthot
thetext-5ooksett|ng
|nwh|chCenero||sk
MonogementLducot|on
|s|mp|ementede.g.|n
theformofonoworeness
compo|gn,fo||owed5,
Product Spec|fc Lducot|on,
focus|ngone.g.prem|um
co||ect|onwosnotthe
norm."
30
O| tbe communltles tbat oo bave some knowleoge regarolng lnsurance, lt
occaslonally carrles negatlve connotatlons. Tbls ls because lnsurance ls some-
tlmes seen as an lnausplclous actlvlty, or because o| negatlve eperlences tbe
communlty bas prevlously bao wltb lnsurance provloers.
|n aooltlon, a number o| mlsconceptlons also pertaln to premlum payment,
coverage o| lnsurance ano tbe roles ano responslbllltles o| botb tbe pollcy
boloer ano tbe provloer o| tbe lnsurance, wblcb organlzatlons neeo to ao-
oress wben lmpartlng Proouct Speclc Loucatlon. Anotber lssue emerglng
|rom tbe lntervlews ls potentlal customers con|uslng lnsurance wltb creolt
ano/or savlngs.
A number o| organlzatlons, ano especlally MF|s, noteo tbat tbelr cllents bao
ol|cultles ln olstlngulsblng between savlngs, creolt ano lnsurance
5
. A slg-
nlcant number o| tbe organlzatlons partaklng ln tbe ln-oeptb lntervlews
were MF|s o||erlng lnsurance servlces along wltb tbelr elstlng mlcrocreolt
prooucts. Tbese organlzatlons bave to eoucate not only communltles tbat are
un|amlllar wltb tbe ol||erences between savlngs, creolt ano lnsurance, but ln
many cases tbe sta||, as well. |t became evloent tbat ln many cases tbe prob-
lems wltb lnsurance comprebenslon eteno to tbe level o| tbe sta|| ln tbe
MF|s. Tbe neeo to provloe quallty eoucatlon |or tbe sta|| members o| orga-
nlzatlons provlolng mlcrolnsurance prooucts was mostly recognlzeo by lnter-
natlonal organlzatlons, wblcb opteo |or eoucatlng tbe sta|| members o| local
mlcrolnsurance provloers ratber tban worklng olrectly wltb tbe communlty.
8ox 8: 7ro|n|ng of Loco| lnsuronce Leodersh|p 5, lnternot|ono| NC0
Appul au Dveloppement Autonome (ADA) ls a Luembourg-baseo NGO.
ADA's mlsslon conslsts o| supportlng mlcronance lnstltutlons (MF|s)
baseo ln oeveloplng countrles ln tbelr growtb process. Tbls support, wblcb
may be o| a tecbnlcal ano/or nanclal nature, ls almeo at lncreaslng tbe pro-
|esslonallsm o| tbe MF|s by maklng tbem more e||ectlve, lnoepenoent ano
lnnovatlve. Slnce 2002, lt bas entereo tbe oomaln o| mlcrolnsurance upon
tbe request o| Centre o'|nnovatlon Flnanclere (C|F), a West A|rlcan partner
network o| natlonal MF| networks.
ADA ls currently worklng on tbe proouctlon o| a DvD o| lnsurance eouca-
tlon. Wblle aooresslng toplcs sucb as tbe aovantages o| mlcrolnsurance, tbe
buslness process ano pro|esslonal gures lnvolveo ln tbe set-up o| a mlcro-
lnsurance structure, tbe 25-mlnute vloeo |ocuses on tralnlng tbe agents o|
tbe network on tbe ol||erences between mlcronance ano mlcrolnsurance.
General Plsk Management Loucatlon
Tbe neeo |or General Plsk Management Loucatlon was one o| tbe most re-
currlng cballenges clteo by tbe lntervlewees. Tbe neeo was volceo ln varlous
ways but tbe plcture emerglng |rom tbe ln-oeptb lntervlews ls clear: organlza-
"7heneedforCenero||sk
MonogementLducot|on
wosoneofthemostrecur-
r|ngcho||engesc|ted5,the
|nterv|ewees.7heneedwos
vo|ced|nvor|ouswo,s5ut
thep|ctureemerg|ngfrom
the|n-depth|nterv|ews
|sc|eor:orgon|zot|ons
ocrossthe5oordworkw|th
commun|t|eswh|chhove
no(orver,||m|tedjprev|-
ousknow|edgeregord|ng
|nsuronce,wh|ch|ssevere|,
h|nder|ng the fu|f|ment of
theorgon|zot|ons'o5ec-
t|ves."
5
Tbls was partlcularly an
lssue ln |nola, wbere a preva-
lent problem ls tbat amongst
tbe communltles wbo bave
some knowleoge regarolng
lnsurance, tbls knowleoge
ls o|ten proouct-speclc to
tbe Ll|e |nsurance Company
o| |nola (L|C) pollcles. Many
o| tbese pollcles essentlally
|unctlon llke a savlngs ac-
count, so tbe pollcy boloer
lsrelmburseotbepremlums
palo at tbe eno o| tbe lnsur-
ance term l| (s)be ooes not
clalm. However, as enoow-
ment prooucts become more
popular ln otber places, tbls
con|uslon ls llkely to become
more prevalent.
31
tlons across tbe boaro work wltb communltles wblcb bave no (or very llm-
lteo) prevlous knowleoge regarolng lnsurance, wblcb ls severely blnoerlng tbe
|ullment o| tbe organlzatlons' objectlves. Tbere were very |ew organlzatlons
tbat olo not mentlon tbe low awareness levels o| tbe communltles tbey work
wltb as a cballenge. Tbe organlzatlons tbat olo not mentlon lt malnly workeo
wltb urban communltles tbat are economlcally more stable (ano practlcally
all o| tbe organlzatlons were lmpartlng Proouct Speclc Loucatlon).
General Plsk Management Loucatlon lncluoes a number o| toplcs, all almlng
at lncreaslng tbe communlty's general awareness o| rlsk ano o| ways to man-
age tbe rlsks. Llsteo below are some o| tbe commonalltles emerglng |rom tbe
General Plsk Management Loucatlon lmparteo by tbe organlzatlons:
Conceptuallzlng tbe rlsks relevant to tbe communlty,
Conceptuallzlng tbe baslc promlse o| lnsurance,
Lplorlng tbe traoltlonal rlsk management strategles ano jutaposlng
tbe sbortcomlngs wltb tbe aovantages o| lnsurance, ano
Aooresslng (posslble) pre-elstlng notlons o| lnsurance.
A number o| organlzatlons bave come up wltb lnnovatlve metboos |or con-
ceptuallzlng lnsurance, wblcb wlll be olscusseo ln more oetall tbrougb e-
amples ln tbe Tools |or |nsurance Loucatlon" sectlon.
Mot|vot|onsforlmport|ngCenero||skMonogementLducot|on
|nsurance eoucatlon ls o|ten only one contrlbutlng element to tbe acbleve-
ment o| tbe goals set by an organlzatlon. Tbere are some organlzatlons wltb
tbe core |unctlon o| provlolng lnsurance eoucatlon, ano tbese organlzatlons
are propelleo by tbe motlvatlon to aooress tbe communlty neeo to bave
tbe optlon o| lnsurance coverage. Many o| tbese organlzatlons conoucteo
lnsurance eoucatlon by provlolng general ln|ormatlon about lnsurance as a
concept ano as a tool |or managlng rlsks. |n some cases, sucb as ln tbe case
o| FUNDASLG, tbe organlzatlons are contacteo by tbe lnsurance companles,
wbo ask tbem to conouct tbe worksbops ln oroer to lncrease awareness.
Tbe worksbops glve attenoants general ln|ormatlon about tbe lnsurance op-
portunltles alreaoy avallable tbrougb local lnsurers.
Only a small portlon o| tbe organlzatlons lntervleweo |or tbe report |o-
cus solely on General Plsk Management eoucatlon as tbelr core |unctlon.
Tbe majorlty o| tbese organlzatlons conslst o| government-manoateo ano
government-|unoeo booles. Sucb eoucatlon ls perbaps better unoerstooo as
an e||ort to lnvest ln lnsurance eoucatlon as a publlc gooo ratber tban as an
actlvlty lmmeolately llnkeo to a prot-seeklng bebavlor.
8esloes asslstlng governments to bullo lnstltutlonal capaclty to enable a
|ramework |or mlcrolnsurance, a number o| oonor agencles are actlve ln
supportlng General Plsk Management Loucatlon projects to klck-start tbe
market |or mlcrolnsurance ln countrles wbere lt ls only emerglng.
32
8ox 9: u|rect uonor lnvo|vement |n the lnsuronce Lducot|on Process
|n Gbana, Deutscbe Gesellscba|t |ur Tecbnlscbe Zusammenarbelt (GTZ),
ln collaboratlon wltb tbe Mlnlstry o| Flnance ano Lconomlcal Plannlng ano
tbe Natlonal |nsurance Commlsslon, bas oevelopeo eoucatlonal materlal on
ve proouct ranges: loans, savlngs, lnvestments, lnsurance ano mlcrolnsur-
ance. Tbe eoucatlonal tools are non-proouct speclc. Tbe goal ls to provloe
general ln|ormatlon on tbe varlous prooucts, wltbout allgnlng lt to a speclc
proouct or company.
A representatlve o| GTZ Gbana notes tbat, tbelr goal ls tbat nanclal lnstl-
tutlons woulo see nanclal eoucatlon as a key element to tbe value o| tbelr
prooucts ano not as sometblng wblcb ls separate |rom tbe proouct."
Many MF|s ano creolt cooperatlves worklng on lnsurance |elt tbat tbe Gen-
eral Plsk Management Loucatlon lnolrectly lmproveo tbe general nanclal
llteracy o| tbelr customers ano was seen as a valuable goal ln lts own rlgbt.
On tbe otber bano, wben a ll|e lnsurance pollcy was lncluoeo as a compulsory
component (creolt ll|e) o| a creolt scbeme, tbere was a tenoency to place less
e||ort ln conceptuallzlng tbe lnsurance component o| tbe package.
Few notable eceptlons olo not see tbe neeo |or any General Plsk Manage-
ment Loucatlon ano |ocuseo solely on Proouct Speclc Loucatlon. Wblle lt ls
baro to generallze tbe outcomes o| sucb approacbes ln terms o| lmpact vls-
a-vls tbe use o| nanclal resources, wbat can be gatbereo |rom tbe lntervlews
ls clear: tbese organlzatlons bao slgnlcantly lower levels o| lnteractlon wltb
tbe communltles wltb wblcb tbey workeo ano lackeo a bollstlc oevelopment
perspectlve.
Proouct Speclc Loucatlon
Mot|vot|on for lmport|ng Product Spec|fc Lducot|on
Organlzatlons use lnsurance eoucatlon programs to lncrease oemano |or ln-
surance ano to lncrease sales. Tbougb most o| tbe organlzatlons runnlng tbls
type o| program recognlzeo tbe lmportance o| provlolng some general eou-
catlon as a |ounoatlon, tbey usually conouct very proouct-speclc programs.
|n many cases, tbese organlzatlons woulo teacb about lnsurance as a concept
only as lt relates to tbe lnsurance proouct(s) tbey were selllng. However,
many organlzatlons regaro some |orm o| General Plsk Management Louca-
tlon as a plvotal component o| tbelr buslness mooels. Naclonal vloa consloers
General Plsk Management Loucatlon to be an actlvlty tbat ls lmprovlng ll|e ln
8ollvla at tbe same tlme tbat lt ls lmprovlng tbelr buslness. As a representa-
tlve stateo, For us, lt's not just a buslness opportunlty, but also an eoucatlonal
opportunlty |or tbe people. We consloer tbat tbese belts o| poverty, llke ln
8ollvla, are wbere lnsurance ls so lmportant."
"Mon,Mllsondcred|t
cooperot|veswork|ngon|n-
suroncefe|tthottheCen-
ero||skMonogementLd-
ucot|on|nd|rect|,|mproved
the genero| fnonc|o|
||teroc,ofthe|rcustomers
ondwosseenosovo|u-
o5|egoo||n|tsownr|ght.
0n the other hond, when
o||fe|nsuroncepo||c,wos
|nc|udedosocompu|sor,
component(cred|t||fejof
ocred|tscheme,therewos
otendenc,top|oce|ess
effort|nconceptuo||z|ng
the|nsuroncecomponent
ofthepockoge."
33
Loucatlng tbe target auolence ln tbe speclc proouct |eatures presenteo
a number o| cballenges to tbe organlzatlons. Tbe o|ten llllterate auolence
neeos to be eoucateo ln tbe speclcs o| concepts sucb as premlum, eclu-
slon, etc., wblcb are essentlally allen concepts |or tbem. Turnlng tbem lnto
a tanglble value proposltlon calls |or lnnovatlve approacbes. Tbese metboos
vary wloely, ano tbe varlous tools ano cbannels o| oellvery wlll be olscusseo ln
more oetall ln tbe |ollowlng cbapter. 8elow are eamples o| organlzatlons us-
lng partlclpatory ano lnteractlve proouct speclc eoucatlon, wblcb can o|ten
engage tbe communlty ln ways tbat traoltlonal lecture-style eoucatlon cannot.
Pole-play ano games allow tbe partlclpants to act out tbe process o| lnsur-
ance -- generally a more success|ul approacb. O|ten tbese teacblng metboos
are catereo to tbe communlty's speclc neeos.
8ox 10: Port|c|potor, Product Spec|fc Lducot|on - Choos|ng Heo|thp|ons A|| 7ogether
Tbe Mlcro |nsurance Acaoemy uses an lnteractlve game-llke tool calleo
CHAT (Cbooslng Healtbplans All Togetber
6
) , oeslgneo to belp poor com-
munltles manage tbe traoe-o||s wben consloerlng bealtbcare benets. Tbls
tool allows members to jolntly oene tbe benet package tbat covers tbelr
most relevant neeos. |n CHAT, even llllterate ano lnnumerate persons can
partlclpate ano oecloe on tbe composltlon ano prlce o| tbelr bealtb lnsur-
ance. Tbe game requlres very llttle ln terms o| loglstlcal setup ano can be
playeo ln mooest settlngs (e.g. wbere no electrlclty ls avallable etc.).
|nolvloual partlclpants are provloeo wltb a CHAT boaro, wblcb olsplays ol|
|erent |orms o| lnsurable rlsks, along wltb a number o| stlckers representlng
tbe avallable |unos. Tbe partlclpants tben place tbe stlckers on tbe boaro
accorolng to wblcb rlsks tbey want to be lnsureo agalnst. |n tbe secono
rouno, tbe eerclse ls conoucteo ln a group o| approlmately 15 partlcl-
pants. Tbrougb olscusslons, tbe partlclpants wlll reacb consensus on tbe
partlcular rlsks agalnst wblcb tbe communlty wants to be lnsureo. Tbe pro-
cess creates transparency ano lntroouces oemocratlc cbolces as an lntegral
part o| oeslgnlng lnsurance.
8ox11:lnsuronceProcesso|e-P|o,
As part o| lts APYHM|P bealtb lnsurance scbeme conoucteo ln Soutb |nola,
8locon Founoatlon's tralnlng events lncluoe a role-play ln wblcb tbe pro-
spectlve pollcy boloer goes to a bospltal ano sbows bls/ber APYHM|P caro
be|ore golng lnto oetall about tbe reason |or bls/ber vlslt, to ensure s/be
recelves asslstance ano klno servlce. Tbe entlre bospltal enrollment process
ls playeo out ln tbe tralnlngs at tbe worksbops.
8locon Founoatlon also trles to bave a coorolnator ln all tbe bospltals
wbere tbe scbeme ls operatlonalespeclally ln bospltals tbat 8locon Foun-
6
For more on CHAT (ln-
cluolng synopsls, publlcatlons
ano a vloeo), please see: http:ll
www.m|cro|nsuronceocodem,.
orglchot
34
oatlon |eels are not tbe most conouclve to glvlng tbelr cllents tbe attentlon-
tbey neeo. Tbls ensures tbat wben customers are con|ronteo wltb a con|u-
|uslng sltuatlon wltb regaro to tbelr lnsurance pollcles, tbey can speak wltb
someone wbo ls a|llateo wltb tbe company ano can walk tbem tbrougb
tbelr lssues.
8ox12:7ok|ngLoco|Know|edge|ntoAccount
Worlo 8ank bas partnereo wltb local organlzatlons ln a weatber lnsurance
scbeme tbat protects pollcy boloers ln tbe |nolan state o| Anobra Praoesb,
wbere poor |armers ln orougbt prone, non-lrrlgateo lano were targeteo.
Tbe parameters o| tbe weatber lnsurance proouct were orlglnally baseo on
raln |all measurements ln mllllmeters, wblcb was not tbe traoltlonal |orm
o| unoerstanolng amongst tbe |armers, wbo lnsteao use soll molsture as an
lnolcator. As part o| tbe oeslgn o| tbe eoucatlonal mooule, Worlo 8ank col-
laborateo wltb sclentlsts |rom local unlversltles to convert tbe mllllmeter
mooel lnto a mooel o| soll molsture, wblcb woulo be more easlly unoer-
stooo by tbe |armers.
Cho||enges
Many o| tbe tralners lmpartlng lnsurance eoucatlon bave no epertlse ln
lnsurance. Tbls ls not only true ln regaros to tralners cbosen |rom tbe com-
munlty, but lt pertalns to many sta|| members wbo are usually tralneo at a
worksbop or tbrougb a manual to lmpart tralnlng to tbe communlty.
Tbls seems to bolo true speclcally |or MF| agents, wbo accorolng to many
responoents, can lnltlally bave very low levels o| awareness pertalnlng to tbe
ol||erence between creolt ano lnsurance. Tbls can obvlously be barm|ul ln
case tbe mlsunoerstanolng ls passeo to tbe eno-user tbrougb eoucatlon.
Wblle tbe tralners' low knowleoge base regarolng lnsurance was rarely men-
tloneo as a slgnlcant problem by tbe lntervlewees, a large majorlty o| tbe
organlzatlons wbo olo not bave a (pro|esslonal) team o| tralners |elt tbat
tbelr capaclty |or lmpartlng eoucatlonas well as acblevlng oeslreo results
woulo be slgnlcantly better l| more resources coulo be oeolcateo to tralnlng.
Tools for Insurance Education
Tbls part o| tbe report olscusses tbe tools tbat are useo ln tbe lnsurance
eoucatlon programs conoucteo by tbe organlzatlons tbat took part ln tbe
ln-oeptb lntervlew. Tbe autbors o| tbls report olo not bave access to tbe
actual tools useo by tbe organlzatlons, tbere|ore, tbe analysls o| tbese tools
ls llmlteo to tbe ln|ormatlon tbat coulo be galneo |rom tbe lntervlews. Wblle
tbe llmltatlon tbls poses on analysls o| tbese tools ls evloent, a more compre-
35
benslve revlew o| tbe tools wlll be conoucteo at a later stage by tbe WG as a
part o| tbe vlrtual Llbrary project.
|n tbls report, tools are broaoly categorlzeo lnto tbree sectlons, baseo on tbe
olstrlbutlon cbannels tbey are lmparteo tbrougb:
|nolvloual settlngs,
Group settlngs (lncluolng tralnlng o| tralners), ano
Mass meola.
Tbe pros ano cons o| uslng eacb olstrlbutlon cbannel are as |ollows:
Dlstrlbutlon Cbannel Pros Cons
|nolvloual Ablllty to ensure complete
unoerstanolng o| eacb par-
tlclpant.
|ne|clent wltb regaro
to tlme ano program
cost.
Group Usually classroom-slzeo
groups o| people allow |or
lnteractlon between par-
tlclpants, tbe use o| role-play,
games, etc, as well as to plg-
gyback o| elstlng structures
(MF|s, SHGs etc.) to reouce
costs.
Outreacb ls stlll slow,
ano partlclpants mlgbt
not eacb bave |ull
comprebenslon at tbe
concluslon.
MassMeola Peacbes large populatlons at
a tlme.
Tbe oetall o| tbe
eoucatlon ls usually
compromlseo, because
lt cannot be catereo to
tbe speclc populatlon,
anolsusuallyllmlteoln
tlme. O|ten tbls ls more
llke aovertlsement tban
eoucatlon.
Most o| tbe tools olscusseo ln tbls sectlon are olrecteo towaro eno-users o|
mlcrolnsurance prooucts as tbe targets o| lnsurance eoucatlon. Tbe 'tralnlng
o| tralners' subsectlon o| tbe Group settlngs sectlon ls an eceptlon, tbese
tools are useo |or eoucatlng sta|| members (ano consultants) wbo conouct
lnsurance eoucatlon to tbe eno-users or to |acllltators, wbo ln turn conouct
lnsurance eoucatlon to eno-users ln local communltles on bebal| o| tbe re-
sponoent organlzatlons. Lacb sectlon lncluoes a brle| olscusslon on objectlves
o| tbe tools, contents o| tbe tools, ano cballenges tbat organlzatlons |ace ln
oeveloplng or uslng tbe tools. Tbls sectlon enos wltb a segment tbat looks at
tbe process o| oeveloplng tbe tools tbrougb tbree eamples taken |rom tbe
ln-oeptb lntervlews.
|nolvloual Settlng
Mlcrolnsurance eoucatlon calls |or a markeoly ol||erent eoucatlonal approacb
compareo to traoltlonal lnsurance prooucts ln oevelopeo markets. Wblle tbe
latter bas blstorlcally been olrecteo towaros lnolvloual customers, ln tbe con-
36
tet o| mlcrolnsurance, tbe blgb costs assoclateo wltb lnolvloual marketlng
are a problbltlve |actor. Most organlzatlons tbere|ore opt |or utlllzlng oellv-
ery cbannels wblcb can aggregate customers tbrougb pre-elstlng structures,
sucb as Sel| Help Groups (SHGs), savlngs cooperatlves, etc.
Desplte tbe blgb costs assoclateo wltb conouctlng a ooor-to-ooor campalgn,
a number o| organlzatlons consloereo lt as an e|clent means o| approacb-
lng potentlal pollcy boloers. Tbls was tbe case especlally wltb organlzatlons
tbat alreaoy bao prevlous llnks wltb tbe communlty, ln most cases smaller
MF|s. 8esloes verbal communlcatlon, ln|ormatlon can be lmparteo tbrougb
brocbures ano banoouts ourlng tbese ooor-to-ooor vlslts.
Organlzatlons |ace cballenges regarolng ooor-to-ooor vlslts wben target
communltles are scattereo across a large geograpblcal area, wben tbey oo
not bave enougb sta|| to vlslt eacb bousebolo, or wben tbe vlsltors are un|a-
mlllar ln tbe communlty ano people oo not trust tbem.
8ox13:uoor-to-uoor\|s|ts
Many communltles are tlgbtly knlt, ano an outsloer, especlally one asklng tbe
members o| tbe communlty to part wltb tbelr money, can sometlmes be
met wltb susplclon. Testlmonlals are o|ten useo as a |orm o| bearlng wltness
|rom past beneclarles, ln oroer to olstrlbute messages o| satls|actlon ano
teacb people tbe aovantages o| uslng lnsurance prooucts |or rlsk manage-
ment.
Lvery year 8locon Founoatlon tralners vlslt vlllages ln Soutb |nola wltb
communlty members wbo bave beneteo |rom tbe lnsurance, e.g. wbo bave
bao an otberwlse costly operatlon wblcb was covereo by tbe lnsurance
scbeme. Sucb people are useo as e|clent enoorsers o| tbe proouct, golng
bouse-to-bouse eplalnlng tbe process ano benets as per tbelr own epe
-rlence. Tbese eamples are tben lncorporateo lnto tbe eoucatlonal mate-
rlal prepareo |or tbe |ollowlng year.
Group Settlng
Group meetlngs are a common eoucatlon metboo useo |or provlolng lnsur-
ance eoucatlon ln rural ano urban areas. Organlzatlons noteo tbat tbey reacb
target populatlons to organlze group meetlngs tbrougb communlty leaoers,
pre-elstlng group settlngs sucb as SHGs, cooperatlves, cburcbes, mosques,
scbools, etc.
Tbe tools useo ln group meetlngs vary oepenolng on tbe type o| organlzatlon
provlolng eoucatlon ano on tbe prole o| tbe partlclpants. Tools llsteo by tbe
organlzatlons lncluoe: Nlp cbarts, orawlngs/comlcs, PowerPolnt presentatlons
ano testlmonlals. Otber, more lnteractlve tools are useo to engage partlclpa-
tlon. Tbese lncluoeo: games, tbeatre plays, role-plays, oances, puppet sbows,
ano sbort vloeos & songs.
37
8ox1+:lnteroct|velnsuronceS|mu|ot|on
Some organlzatlons cbose to conceptuallze lnsurance tbrougb varlous
|orms o| role play. Tbls was percelveo as an e||ectlve ano lnteractlve metboo
|or provlolng lnolvlouals a cbance to aooress questlons concernlng lnsur-
ance.
As part o| lts lnsurance eoucatlon program, Hollaro |nsurance o| Soutb
A|rlca organlzes a tbree bour worksbop, ln wblcb tbe partlclpants are lntro-
ouceo to a conversatlonal map" a map representlng a communlty wltb
bouses, sbops, |actorles, bospltals, etc. Tbe map |eatures a number o| 'lnsur-
ance events' tbe partlclpant wlll come across, lncluolng botb ll|e ano non-ll|e
lnsurance. Tbe tralner walks" tbe worksbop partlclpants tbrougb tbe map,
eplalnlng tbe benets an lnsurance pollcy woulo provloe ln eacb event, as
well as tbe rlgbts ano responslbllltles o| botb tbe lnsurer ano tbe lnsureo.
varlous games are also |requently useo as an lnteractlve teacblng tecbnlque
to eplaln tbe loglc o| lnsurance. 8esloes belng lnteractlve, tbey also bave
tbe aooeo aovantage o| belng able to lncluoe a larger number o| partlcl-
pants tban a role play type o| eerclse.
8ox1S:UseofComesosonlnteroct|veLeorn|ng7oo|
Hlgbllgbtlng tbe value proposltlon o| bealtb lnsurance, tbe Treasure Pot
Game oeslgneo by Mlcro |nsurance Acaoemy (M|A) enables llllterate
communlty members to unoerstano tbe notlon o| lnsurance ano bow pool-
lng rlsks o||ers better nanclal outcomes tban out-o|-pocket spenolng. Tbe
game, wblcb can be easlly set up ano playeo ln practlcally any envlronment
ano wltb a llmlteo amount o| sta|| members, lnvolves a slmulatlon o| real ll|e
uslng bealtb event caros (symbollzlng real-ll|e events) ano canoy (symbol-
lzlng money).
|n tbe rst rouno o| tbe game, eacb partlclpant pays tbe bealtb event oeter-
mlneo by tbe ranoom bealtb event caro |rom out o| pocket, by tbe eno o|
tbe rouno a number o| partlclpants are le|t bankrupt ano some wltb very
llttle |unos. A|ter tbls, tbe tralner olscusses tbe sbortcomlngs o| some o|
tbe common means |or securlng |unolng |or tbese bealtb events, sucb as
uslng money lenoers, selllng one's property, etc.
|n tbe secono rouno o| tbe game, tbe concept o| lnsurance ls lntroouceo to
tbe partlclpants. |n tbls rouno, eacb partlclpant ls askeo to contrlbute part
o| tbelr |unos to an lnsurance 'scbeme' -- tbe Treasure Pot -- ano tbe game
ls repeateo uslng tbe same bealtb event caros ano tbe same amount o| lnl-
tlal |unos as ln tbe rst rouno. Tbanks to rlsk poollng, ln tbe secono rouno
all tbe partlclpants can oeal wltb tbe bealtb events tbey encounter ano are
le|t wltb some |unos at tbe eno o| tbe game
7
.
7
For a synopsls o| tbe
game, ano eamples o| tbe
game belng playeo ln |nola ano
Fljl, please see: http:llwww.
m|cro|nsuronceocodem,.orgl
treosurepot
38
Some organlzatlons also make use o| songs ano tbeatrlcal plays. Tbese may be
very e||ectlve at portraylng events speclc to tbe communlty ano are some-
tlmes wrltten tbrougb collaboratlon wltb local muslclans ano playwrlgbts, ln
oroer to glve tbe per|ormances a more locally relevant angle.
8otb ln ano out o| group settlngs, varlous prlnt materlals sucb as banoouts,
Nlers, pampblets ano brocbures can be clrculateo. Some organlzatlons may
construct a plaln language guloe ano |ocus on tbe oos ano oon'ts" o| cboos-
lng sultable lnsurance pollcles. Hanoouts can be customlzeo accorolng to
tbe awareness level o| tbe communlty ano can be olstrlbuteo ln worksbops,
ourlng ooor-to-ooor vlslts ano ln varlous publlc spaces, lncluolng scbools,
cburcbes ano llbrarles. |n tbe case tbat tbe organlzatlon ooes not bave lts
own local sta|| present ln tbe target communltles, lt may use |acllltators to
olstrlbute banoouts. |n aooltlon to banoouts, prlnt materlal sucb as posters
are wloely useo to spreao ln|ormatlon. Slmllarly, wall palntlngs ano wrltlngs
work to convey messages to target communltles. Many organlzatlons oeem
tbese e||ectlve because tbey oraw people's attentlon e||ectlvely.
A number o| organlzatlons cbose to use vloeos ano DvDs |or tbe compara-
tlve ease o| tbelr olstrlbutlon ano oupllcatlon. However, oesplte tbelr use|ul-
ness, tbere remaln some cballenges ln uslng tbem. Some organlzatlons note
tbat vloeos woulo be use|ul, but tbey are too epenslve ano too baro to use
ln rural areas because o| lack o| baslc ln|rastructure (electrlclty, etc.).
Many organlzatlons lncorporateo several o| tbe tools mentloneo above lnto
tbelr eoucatlonal programs ano reporteo success|ul eperlences. Wblle tbe
autbors o| tbe report bao no means o| verl|ylng tbe success o| tbe eoucatlon
lmparteo by tbe organlzatlons, lt appeareo tbat organlzatlons wblcb bao ln-
tegrateo varlous ol||erent tools ln tbelr eoucatlon seemeo relatlvely satlseo
wltb tbe results. |t seems tbat a generally emerglng best practlce ln nanclal
eoucatlon ls to lntegrate varlous cbannels ano tools, ano to use tbese to con-
vey conslstent messages over a long perloo o| tlme.
8ox 1: M|x|ng 7oo|s for Successfu| 0utcomes
Heallng Flelos ln |nola useo varlous tools |or tbelr worksbops: lncluolng
olscusslons, PowerPolnt presentatlons, vloeos, songs, oances ano tbeatrl-
cal plays. One o| tbe eoucatlon programs was starteo by Heallng Flelos ln
2006, be|ore wblcb tbe prospectlve pollcy boloers bao no prevlous knowl-
eoge o| bealtb lnsurance. Tooay many o| tbe members o| tbls program are
renewlng tbe scbeme |or tbe tblro year ln a row, even tbougb tbey bave not
bao any bealtb events requlrlng meolcal attentlon.
7ro|n|ngof7ro|ners
Some organlzatlons, sucb as lnsurance companles, provloe eoucatlon tbrougb
eternal |acllltators, slnce tbey oo not bave close contacts wltb local com-
39
munltles. Tbese lncluoe sta|| o| local NGOs, MF|s ano communlty-baseo or-
ganlzatlons tbat work olrectly wltb tbe target communltles as |acllltators.
Tralnlng o| sta|| o|ten takes tbe |orm o| attenolng |orums ano semlnars.
8ox17:S,stemot|c7ro|n|ngofln-house7ro|ners
Servlce o| Support to Local |nltlatlves o| Development (SA|LD) ln Camer-
oon tralns lts own sta|| ano ooes not use any eternal tralnlng epertlse.
SA|LD bas a |our-person tralnlng team, ano eacb tralner ls ln cbarge o|
ve to sl communlty-baseo bealtb lnsurance scbemes. Lacb tralner vlslts
vlllages tbat s/be ls ln cbarge o| twlce a montb, ano a supervlsor vlslts tbe
vlllages once a montb to oversee tbe work. Lacb vlslt ls prepareo at tbe
beao o|ce wbere lssues o| tralnlng, tecbnlcal support or evaluatlon neeos
are olscusseo ln aovance.
8ox 18: 7ro|n|ng of 0utsourced 7ro|ners
Tbe Soutb A|rlcan |nsurance Assoclatlon (SA|A) ln Soutb A|rlca outsources
tbe tralnlng actlvltles to communlty members wbo act as |acllltators at
worksbops. Lacb eoucatlon project wlll bave a separate |acllltator speclal-
lzlng ln tbe oellvery o| tbat partlcular project. Tbls person comes |rom tbe
communlty wbere tbe project wlll be lmplementeo.
Tbe |acllltator seeks out a person wltb tles to tbe communlty, wbom tbey
can approacb rst. Tbe person coulo be tbe trlbal leaoer, cburcb leaoer or
tbe local scbool beaomaster. Tbe communlty structure ls lmportant, ano
tbe communlty ls lncluoeo ln tbe tralnlng as bollstlcally as posslble, e.g. local
|ooo provloers are useo at tbe tralnlngs.
Altbougb sta|| at organlzatlons (especlally MF|s) bave better nanclal llteracy
tban eno-users o| tbe lnsurance proouct, uslng tbem as |acllltators |or ln-
surance eoucatlon may not be easy. |n |ew lnstances, tralners o| eternal
|acllltators |ouno out tbat even tbose |rom local MF|s are susplclous about
lnsurance.
Many lntervlewees noteo tbat nolng qualleo tralnlng sta|| ls very ol|cult,
as mlcrolnsurance eoucatlon ls a relatlvely new elo. Tbere also elst nanclal
constralnts ln organlzlng tralnlngs. A number o| lntervlewees noteo tbat lt ls
partlcularly ol|cult to obtaln |unolng |or conouctlng tralnlngs. One o| tbe
solutlons seems to be eternal asslstance |rom governments ano lnsurance
companles.
MassMeola
Some organlzatlons use mass meola, especlally organlzatlons worklng ln large
40
geograpblcal areas. However, tbe number o| organlzatlons wbo coulo narrate
a clear oescrlptlon o| tbelr overall meola strategy was llmlteo. Tbe tools useo
|or lmpartlng communlcatlon are:
Paolo,
Tv, ano
|nternet.
Communlty raolo cbannels broaocastlng ln local languages seem to be tbe
most common |orm o| broaocastlng tool, ano can be useo to ol||use mes-
sages wloely ano are relatlvely cost- e||ectlve.
8ox 19: Not|on-w|de od|o 8roodcost|ng: u|ffus|ng Messoges W|de|,
Naclonal vloa oeslgns lts own raolo aos ano teacblng materlals ln 8ollvla. To
oo tbls, tbey rst prepare by conouctlng market stuoles on publlc percep-
tlons o| lnsurance, ano tben tbey oecloe on tbe oeslreo geograpblcal range
o| tbe campalgn, tbe central message ano tbe manner o| olstrlbutlon. Tbls
metboo allows tbem to reacb large numbers o| people at once.
Tv (lncluolng lms, sltcoms ano otber vlsual broaocastlng materlal) ls per-
celveo as a use|ul eoucatlon resource. Materlal broaocasteo ln Tv ls per-
celveo as partlcularly e||ectlve, ano some responoents noteo tbat Tv provloes
auolences an easy way to relate wltb success|ul storles o| mlcrolnsurance.
However, oue to nanclal ano/or tecbnologlcal constralnts, most organlza-
tlons oo not consloer Tv as a reallstlc lnstrument |or tbelr eoucatlonal e|-
|orts.
8ox20:Not|on-w|de7\Chonne|s:u|ffus|ngMessogesW|de|,
Samrls |ocuses on broaocastlng meola |or tbelr lnsurance eoucatlon ln
Cameroon. Tbey oevelopeo stanoarolzeo aos |or tbe purpose o| lnsurance
eoucatlon, ano tbe aos are currently broaocasteo on two natlon-wloe Tv
cbannels.
|nternet ls stlll a marglnal cbannel ln lnsurance eoucatlon. Wblle some or-
ganlzatlons mostly caterlng to urban ano blgber-lncome segments bave
starteo to lncorporate lnternet lnto tbelr eoucatlon programs, tbe lack o|
connectlvlty ano computer llllteracy among tbe target communltles llmlts
tbe use o| lnternet-baseo tecbnologles ln olrectly eoucatlng tbe eno-users o|
mlcrolnsurance.
Development ano |mplementatlon Processes
Tbe level o| prellmlnary researcb oone |or creatlng eoucatlonal tools ap-
peareo to be a gooo lnolcator ln loentl|ylng tbe capaclty o| tbe organlzatlon
"7he|eve|ofpre||m|nor,
reseorchdoneforcreot-
|ngeducot|ono|too|s
oppeoredto5eogood
|nd|cotor|n|dent|f,|ngthe
copoc|t,oftheorgon|zo-
t|ontoconducteffect|ve
|nsuronceeducot|on.7h|s
|snottoso,thotthet|me
ondresourcesspenton
pre||m|nor,reseorchwou|d
outomot|co||,resu|t|nef-
fect|vetoo|s,however,there
seemedto5eocorre|ot|on
w|thsu5stont|o|pre||m|-
nor,reseorchondsuccess-
fu|outcomes."
41
to conouct e||ectlve lnsurance eoucatlon. Tbls ls not to say tbat tbe tlme
ano resources spent on prellmlnary researcb woulo automatlcally result ln
e||ectlve tools, bowever, tbere seemeo to be a correlatlon wltb substantlal
prellmlnary researcb ano success|ul outcomes. Prellmlnary researcb enables
organlzatlons to unoerstano tbe neeos o| tbe communlty, ano to no out tbe
elstlng levels o| nanclal llteracy ano awareness regarolng lnsurance botb
prerequlsltes |or success|ul plannlng o| eoucatlonal tools. Consultlng tbe tar-
get populatlons or tbelr representatlves, sucb as vlllage eloers, ooctors, beao-
masters, etc., |or customlzlng tools contlnuously be|ore lmplementatlon also
seems to be a key to oeveloplng e||ectlve tools. Tbe contet-speclc nature
o| tbe lnsurance eoucatlon approacb can be |ormeo ln tbls way. Prellmlnary
researcb can also belp to loentl|y tbe target populatlons o| lnsurance eouca-
tlon. Some organlzatlons provloeo lnsurance eoucatlon to populatlons otber
tban potentlal cllents, lncluolng government o|clals or otber non-prot ac-
tors.
However, oesplte tbe use|ulness o| prellmlnary researcb, many organlzatlons
sklp tbls oue to a lack o| buman resources, lack o| |unolng to blre eternal
asslstance, etc. Tbe lack o| prellmlnary researcb can lnolcate tbat tbose or-
ganlzatlons bave llmlteo knowleoge regarolng tbe soclo-cultural make-up o|
tbe communltles, tbe rlsk proles o| tbe communltles ano tbe communltles'
unoerstanolng o| lnsurance. Tbls mlgbt leao to tbe ecluslon o| a number
o| potentlally valuable peoagoglc lnstruments wblcb coulo be aoapteo ano
lncorporateo lnto tbelr eoucatlon events. Wltb small communlty-baseo orga-
nlzatlons tbat are tlgbtly llnkeo wltb tbe communlty tbey work wltb, tbe neeo
|or an etenslve prellmlnary researcb ano consultatlon process mlgbt not be
as relevant.
Tbe |ollowlng provloes eamples o| bow tools are oevelopeo ano useo by
tbree organlzatlons worklng ln ol||erent elos o| mlcrolnsurance.
8ox21:S,stemot|cPre||m|nor,eseorchforues|gn|ng7oo|s&Portner|ngforlmp|emento-
t|on
Weatber Plsk Management Servlces uses tbe belp o| tbelr own local teams,
representatlves o| local communltles ano otber organlzatlons' local o|ce
sta|| ln |nola. Tbelr local teams conouct prellmlnary researcb on oemo-
grapblcs o| tbe populatlon. Tbe |eeoback ls sent to lts marketlng sectlon,
wblcb ls responslble |or oeslgnlng tbe eoucatlonal tools. Tbe majorlty o| tbe
sta|| ln tbe sectlon bas some backgrouno knowleoge ln agrlculture. Tools
are customlzeo accorolng to tbe awareness level o| target auolences. For
eamples, ln tbe state o| Punjab |armers are |alrly well-verseo wltb tbe con-
cept o| lnsurance, wbereas ln tbe state o| [barkano tbe awareness level ls
mucb lower. Tbere|ore, tbe message neeos to be more elementary ln tbe
latter, ano tbe tralners neeo to eplaln not only tbe speclc weatber lnsur-
ance proouct, but also tbe value o| rlsk management ln general.
42
At tbe lmplementatlon stage, as Weatber Plsk Management Servlces works
wltb a broao geograpblc ano llngulstlc set o| cllents, tbelr local teams verseo
ln tbe local language usually conouct tbe tralnlngs. Tbrougbout tbe wbole
process, tbe local teams use tbe belp o| vlllage leaoers or leaoers o| |armers.
8ox22Mock7ro|n|ngsto7estthe7oo|s
Upll|t |nola bas systematlc metboos o| oeveloplng ano uslng tools. |t con-
oucts auolts ln tbe elo to unoerstano types o| tools sultable |or speclc
communltles, wblcb currently lncluoe games, vloeos, plctorlal ano auolo-
vlsual materlals, ano a 24-bour belp llne. 8aseo on tbls ln|ormatlon, tbe
tools are oeslgneo ano approveo by Upll|t |nola's representatlve commlttee.
Tbe tools are testeo ourlng ln-bouse mock tralnlng sesslons be|ore tbey
are taken to tbe elo workers. Tbe tralnlngs are auolteo by Upll|t |nola
members. Tbe nal part o| tbe process ls to get approval o| tbe tool |rom
tbe communlty leaoers.
All tbe materlals are presenteo wltb eamples |or easler unoerstanolng. For
lnstance, lnsteao o| presentlng ecluslon as a tecbnlcal lnsurance concept,
Upll|t |nola uses olabetes as an eample to eplaln wby ecluslon takes
place. Also, glven tbe complelty o| lnsurance, tbe ln|ormatlon neeos to be
broken oown lnto graspable |orms. Tbus ln|ormatlon ls trans|ormeo lnto
woros tbat easlly communlcate to tbe target auolence. Slmllarly, breaklng
oown tbe ln|ormatlon lnto small comprebenslble components ls lmportant.
8ox23:Portner|ngforPre||m|nor,eseorch
Worlo Loucatlon Australla |ocuses on asslstlng communltles to lmprove
tbelr llvlng stanoaros tbrougb llvellbooo oevelopment programs, ano by
lmprovlng tbelr access to nanclal servlces ln tbe Asla Paclc reglon. Tbe
organlzatlon conoucts etenslve researcb be|ore provlolng tralnlngs. For
eample, be|ore organlzlng a worksbop ln Nepal, tbey askeo tbe local |LO
o|ce to provloe tbem wltb tbe most recent researcb ano also approacbeo
tbe regulatory autborltles oeallng wltb lnsurance. Tbey also rely on re-
searcb oone by otber organlzatlons tbat are baseo ln tbe target country,
ano tbere|ore more |amlllar wltb lt.
Worlo Loucatlon Australla bas collaborateo wltb mlcronance lnstltutlons,
wblcb act as eperts concernlng local knowleoge. |n oroer to ne-tune
tbelr materlals, all tbe partners are askeo to llst oown tbelr objectlves
(neeos analysls) be|ore tralnlngs, tbrougb wblcb strateglc plannlng o| part-
ners ls lncorporateo lnto tralnlngs.
43
Tools are oevelopeo ano lnsurance eoucatlon ls provloeo, but tbls sboulo not
be tbe eno o| tbe process. Tools sboulo be contlnuously mooleo, ano lnsur-
ance eoucatlon sboulo be a long-term scbeme. Tbls wlll be olscusseo ln more
oetall ln tbe nal cbapter Monltorlng ano Lvaluatlon."
Some organlzatlons noteo tbat lnsurance eoucatlon cannot be a one-tlme
e||ort, but neeos to be an ongolng actlvlty. Tbey cannot provloe eoucatlon
only ourlng tbe sales process ano tben |orget about tbe customers. |n tbelr
vlew, lnsurance eoucatlon really beglns only a|ter tbe lnolvlouals bave enrolleo
ln tbe scbeme people constantly neeo to be replenlsbeo wltb ln|ormatlon.
Only a bano|ul o| organlzatlons speclcally mentloneo tbat tbey are actlvely
lnvolveo ln contlnuous Proouct Speclc Loucatlon wltb tbelr target commu-
nlty. Wbetber tbe large majorlty o| tbe organlzatlons percelve Proouct Spe-
clc Loucatlon as a one-o|| " event cannot be concluoeo |rom tbe lntervlews.
Wbat can be noteo ls tbat an overwbelmlng majorlty o| lntervlewees olo not
speclcally mentlon tbat tbey actlvely conouct tralnlngs |or alreaoy elstlng
pollcy boloers.
Monitoring and Evaluation

Questlons regarolng monltorlng ano evaluatlon (M&L) were ecluslvely useo
ln tbe ln-oeptb lntervlews portlon o| tbe stuoy, wblle tbe on-llne survey |o-
cuseo on provlslon o| lnsurance eoucatlon ano olo not oeal wltb M&L. Tbe
autbors consloer M&L to be any stocktaklng actlvltles, eltber qualltatlve or
quantltatlve, tbat glve tbe organlzatlon a sense o| tbe success ano reacb o|
tbe program, ano/or tbe cllent satls|actlon ano response to tbe program. Tbls
ls oone tbrougb, |or eample, surveys, olscusslons, statlstlcal lnolcators, etc.
M&L ls an lmportant actlvlty |or lnsurance eoucatlon programs at all stages o|
oevelopment, as lt allows tbe organlzatlon to oetermlne wbetber lt ls acblev-
lng tbe goals o| tbe program, ano bow to success|ully move |orwaro.
|n tbe ln-oeptb lntervlews, lt was |ouno tbat a relatlvely small number o|
organlzatlons conouct or bave systematlc metboos |or conouctlng M&L, re-
garoless o| tbe type o| tbe organlzatlon. However, even organlzatlons tbat oo
not carry out any |orm o| M&L are o|ten aware o| lts lmportance ano wlsb
tbey bao more resources, lncluolng epertlse, |unos, tecbnology ano varlous
tools to carry out M&L.
Altbougb currently M&L ls not conoucteo wloely, wbat tbe organlzatlons
measure ano tbe metboos tbey use vary. Tbe |ollowlng sectlon wlll look at
wby M&L ls conoucteo, wbat ls measureo, tbe metboos ano lmpacts o| ln-
surance eoucatlon loentleo, ano cballenges tbat prevent organlzatlons |rom
conouctlng M&L.
Most organlzatlons epresseo tbe neeo |or systematlc M&L actlvltles, ano
wben lacklng lt, o|ten recognlzeo tbat lack as a serlous blnorance ln tbelr
program oevelopment. However, not all organlzatlons bave su|clent |uno-
lng, sta|| ano/or epertlse to lncorporate M&L lnto tbelr lnsurance eoucatlon
44
programs. |t became evloent tbat organlzatlons wltb a more sollo |unolng
base ano speclallzeo tralnlng sta|| were conouctlng more systematlc M&L,
ano tbat tbls more sopblstlcateo use o| M&L usually serveo as an lnolcator
o| tbe capaclty o| tbe organlzatlon. Tbls ooes not necessarlly lnolcate tbat
tbese more |ormal M&L e||orts are more e||ectlve tban tbose o| smaller or-
ganlzatlons, wbose M&L neeos ano solutlons can be very ol||erent ano oo not
necessarlly requlre tbe same amount o| e||ort to conouct, or tbat tbe core
|unctlon o| tbese organlzatlons ls conoucteo ln a more e||ectlve way. How-
ever, tbe organlzatlons wltb sopblstlcateo M&L actlvltles coulo o|ten provloe
a more oetalleo ano analytlc account o| tbelr operatlons, lncluolng posslble
sbortcomlngs o| tbe M&L e||orts. Tbls klno o| sel|-awareness probably lnol-
cates tbat tbe organlzatlons wltb systematlc M&L actlvltles bao learneo more
|rom tbe actlvltles, ano were subsequently more capable o| responolng to tbe
lessons tbereln, as compareo to smaller organlzatlons tbat coulo not elabo-
rate on M&L actlvltles.
|t sboulo be noteo tbat tbere appeareo to be a slgnlcant reportlng blas wltb
regaros to tbe questlon o| tbe organlzatlons' M&L e||orts. A majorlty o|
tbe organlzatlons woulo report conouctlng M&L, but wben askeo to provloe
oetalls o| tbe M&L actlvltles, a slgnlcant number o| organlzatlons coulo not
specl|y ano/or |urtber elaborate on tbese actlvltles ln oetall.
Also wortb notlng ls tbat wblle answerlng tbe questlon, many organlzatlons
were ln |act talklng about tbe general M&L actlvltles conoucteo as part o| tbe
mlcro lnsurance program, ano not about speclcs o| lnsurance eoucatlon. |n
tbls regaro many organlzatlons woulo o|ten percelve a olrect causal llnk be-
tween lncrease ln enrollment ln a partlcular lnsurance proouct ano tbelr use
o| lnsurance eoucatlon, wltbout taklng lnto account otber |actors posslbly
a||ectlng tbe success o| tbe lnsurance scbeme.
Wbat ls Measureo ln M&L
8roaoly, accorolng to tbe ln-oeptb lntervlews, tbe objectlve o| M&L ls to mea-
sure tbe lmpacts o| lnsurance eoucatlon ano lmprove tbe lnsurance eoucatlon
programs accorolng to tbe nolngs o| M&L. Tbe lmpacts can be measureo on
tbe level o| outreacb, cbanges ln tbe level o| communltles' unoerstanolng on
mlcro lnsurance, satls|actlon o| partlclpants, cbanges ln partlclpants' bebavlor,
etc. |n oroer to oo tbls, organlzatlons measure ano analyse varlous |actors.
Tbe major objectlves o| M&L programs ralseo ln tbe lntervlews are tbe |ol-
lowlng:
To eamlne bow perceptlons ano bebavlor o| tbe partlclpants cbangeo,
To compare tbe above wltb tbe perceptlon ano bebavlor o| tbose not
recelvlng tbe eoucatlon component,
To measure communltles' knowleoge ano unoerstanolng regarolng par-
tlcular aspects o| nanclal llteracy, lncluolng tbose regarolng lnsurance
programs,
To evaluate tralnlng sesslons (especlally tbe ones wblcb starteo ln new
communltles),
45
To measure tbe levels o| satls|actlon o| partlclpants,
To eamlne tbe quallty o| ln|ormatlon glven ln tralnlngs,
To eamlne tbe quantlty o| ln|ormatlon glven ln tralnlngs,
To measure tbe levels o| outreacb o| lnsurance eoucatlon,
To measure trenos ln tbe nature o| partlclpants,
To |ollow rates o| renewals,
To track new slgn-ups by rst -tlme users, ano
To eamlne wbetber new mlcro lnsurance prooucts emerge a|ter tbe
tralnlngs.
Few organlzatlons bave oeolcateo teams or |ull-tlme sta|| |or M&L, wblle some
organlzatlons outsourceo tbelr M&L actlvltles. |n eltber case, varlous tools
|or M&L were reporteo: Worksbops ano meetlngs were most commonly
reporteo to be useo as tools |or M&L. Tbese were usually belo wltb com-
munltles or tralners, wbere |eeoback ls gatbereo, o|ten tbrougb lntervlews.
Tbese may lnvolve mutuals, communlty representatlves, brancb o|ces, etc.
Tbere are also meetlngs o| coorolnators wltb tbe beao o|ce, |ollowlng tbe
collectlon o| oata ano |eeoback ln tbe elo. Otber tools lncluoeo questlon-
nalres (8e|ore ano a|ter tralnlngs) to measure communltles unoerstanolng o|
lnsurance, so|tware |or statlstlcal analysls, mock sesslons to evaluate tralnlng
sesslons, |eeoback |rom ooctors ano bospltal sta|| wltb wbom an organlzatlon
workeo (ln case o| bealtb lnsurance) as well as sales lnolcators (e.g. number
o| cllents ano sales be|ore ano a|ter a program).
8ox 2+: 0ngo|ng Mon|tor|ng ond eseorch (M&Lj 5, Spec|o||zed ueportment
SogeSol ln Haltl ls an MF| tbat o||ers bealtb ano |uneral lnsurance ln aooltlon
to lts creolt servlces. Tbe organlzatlon bas a oeolcateo M&L oepartment,
wblcb carrles out on an ongolng basls all M&L actlvltles relateo to lnsur-
ance eoucatlon ano program assessment. Tbey conouct statlstlcal analysls
o| tbe program tbrougb two ol||erent so|tware programs. Tbe olstlnctlve
|eature o| tbls organlzatlon ls tbat tbere ls a |ully-Neogeo separate oepart-
ment |or M&L, wblcb comblnes oeslgn o| M&L, lnsurance eoucatlon tools
ano lnternal tralnlng o| sta||.
One o| tbe components o| an M&L program ls tbe |requency o| use. Some
organlzatlons conouct lt once a montb, wblle some otbers oo lt once a year,
every two to ve years, or ln a certaln perloo a|ter eacb tralnlng program.
8ox2S:Per|od|cMon|tor|ngondLvo|uot|on(M&Lj
Soclt |vorlenne oe Gestlon o'Lpertlse et oe Management (S|GLM) ln
Cote o'|volre bas oevelopeo a contlnuous M&L system ano oeolcateo so|t-
ware wltb a eo calenoar o| actlvltles tbat lmproves tbe level o| transpar-
ency |or all actors lnvolveo.
46
Montbly, a managlng commlttee wltb a representatlve |rom tbe beneclarles
meets to evaluate actlvltles, lncluolng lnsurance eoucatlon. Quarterly, a
management control booy meets wltb tbe managlng boaro to evaluate tbe
work oone. Lvery sl montbs, a comprebenslve evaluatlon o| all actors ano
booles lnvolveo ls conoucteo. Yearly, eternal assessment ls carrleo out ano
tbe results are presenteo to tbe general assembly.
|mpacts o| |nsurance Loucatlon |oentleo Tbrougb M&L
Some organlzatlons loentleo posltlve lmpacts o| tbelr lnsurance eoucatlon
on local communltles as |ollows. |t sboulo bowever be noteo tbat, by ano
large, tbere was no clear evloence o| evaluatlon ln tbe sense o| sclentlc
lmpact assessment.
Partlclpants o| lnsurance eoucatlon programs:
|mproveo tbelr nanclal llteracy,
Pecognlzeo tbe neeo |or lnsurance,
Pecognlzeo tbe accesslblllty o| lnsurance,
Unoerstooo bow lnsurance works,
Cbose lnsurance over creolt as a rlsk management tool, ano
Cbangeo bebavlors ln tbelr oally llves to lmprove tbelr bealtb conoltlo-
-tlons (ln tbe case o| bealtb lnsurance).
8ox2:Pos|t|vel|nd|ngsfromMon|tor|ngondLvo|uot|on(M&LjoflnsuronceLducot|on
Progroms
A representatlve o| Deutscbe Gesellscba|t |ur Tecbnlscbe Zusammenarbelt
(GTZ) ln Gbana reporteo tbat tbe |ocus group olscusslons tbey conoucteo
ourlng tbelr basellne survey process revealeo tbat a|ter bavlng gone tbrougb
tbe tralnlng materlal ano answerlng questlons tbe partlclpants bao regaro-
lng lnsurance, on average arouno 80 percent o| tbe partlclpants epresseo
tbelr lnterest ano were lnqulrlng wbere tbey coulo purcbase lnsurance.
Tbls was oesplte tbe |act tbat a number o| tbe partlclpants bao a negatlve
preconceptlon regarolng lnsurance, oue to prevlous malpractlces o| some
lnsurance provloers.
Many organlzatlons, accorolng to wbat tbey reporteo, engage ln ongolng re-
oeslgn o| lnsurance eoucatlon tools, glven tbe |eeoback |rom tbe M&L.
47
8ox27:l|nd|ngs7hroughMon|tor|ngondLvo|uot|on(M&Lj:Chonges|n|skMonogement
8ehov|ors
FUNDASLG o| Colombla bas begun to conouct M&L tbrougb lntervlews
tbat are oone ve montbs a|ter tbe lnltlatlon o| tbe program, ln oroer to
juoge tbe cbanges ln perceptlon ano bebavlor tbat partlclpants bave epe-
rlenceo. Tbey bave |ouno tbat a|ter tbe sesslons, partlclpants bave come to
belleve tbat lnsurance ls sometblng slmple, accesslble, ano necessary, ano
tbat tbey bave begun to cboose lnsurance over creolt ln oroer to oeal wltb
rlsks. Tbe M&L also sbows tbat tbe partlclpants bave reouceo tbelr blgb-
rlsk bebavlors by vacclnatlng cblloren, blowlng out canoles be|ore leavlng a
bouse, re|ralnlng |rom bullolng bouses near rlvers, savlng money ln banks
lnsteao o| lnsloe a bouse, etc.
Lamples o| M&L sucb as tbe prevlous two, wblcb are conoucteo tbrougb
lntervlews, olscusslons, |ocus groups, etc, are a type o| qualltatlve collectlon
o| oata tbat can serve as a very gooo start |or M&L. However, tbls type o| ap-
proacb ls usually llmlteo wltbout some klno o| systematlc quantltatlve analysls
o| tbe programs, ano ls o|ten not su|clent as a stano-alone metboo. More
oata wlll be avallable ln 2011/2012 |rom a oozen o| current evaluatlons ln
Columbla, 8razll, Gbana, Kenya, Soutb A|rlca ano |nola. Untll tben, tbe lessons
baseo on tbe qualltatlve eperlence o| practltloners serve as tbe best guloe
|or tbose oeslgnlng new consumer eoucatlon programs.
48
3DUW2UJDQL]DWLRQDO3UROHV
Tbese brle|s were not cbosen to represent all tbe types o| organlzatlons partaklng ln tbe survey per se, ano
tbey oo not o||er a statlstlcal breakoown ln terms o| types ano slzes o| organlzatlon, geograpblcal locatlon ano
language. As sucb, lncluslon ln tbe brle| ooes not preteno to lmply a perceptlon o| blgber quallty o| lnsurance
eoucatlon actlvltles, ano tbe brle|s sboulo ratber be vleweo as a snapsbot o| responoent organlzatlons actlve
ln lnsurance eoucatlon at tbe tlme tbe lntervlews were conoucteo.
49
Alternative Insurance company (AIC) Haiti
-----------------------------------------------
Interviewee: Isabelle Delpeche
0rgon|zot|ono| Prof|e
A|C starteo ln 2001 as a traoltlonal lnsurance company but qulckly |elt tbe neeo to o||er tbe same types o|
nanclal tools aoopteo to tbe neeos o| tbe general populatlon, o| wblcb 76 percent llves wltb 1 to 2 US ool-
lars per oay. A|C launcbeo tbelr rst proouct, creolt-ll|e, ln 2007 tbrougb a partnersblp wltb tbe largest MF| ln
Haltl, FONKOZL, wblcb works among solloarlty groups ln rural areas ano bas a strong grassroots presence.
Commun|t,
Tbe communlty A|C works wltb conslsts mostly o| small mercbants llvlng ln rural areas. Out o| tbe 60 000
cllents, 99 are women, o| wbom tbe majorlty are uneoucateo ano bave not been eposeo to lnsurance or
otber nanclal tools. Haltl ooes not bave a culture o| preventlon ano one o| tbe alms o| A|C ls to create a
bebavloral cbange ln tbe populatlon tbey targeteo. One o| tbe blggest ol|cultles ls ln o||erlng a non-tanglble
proouct ln a country golng tbrougb slgnlcant nanclal ol|cultles.
Lducot|ono|7oo|s
Loucatlon starts wltb tbe partner: eoucatlng tbelr aomlnlstratlve sta||, ano tbelr creolt agents on tbe elo so
tbat tbe same language ano same terms are transcenoeo to tbe cllent. Tbls ls oone tbrougb tbe use o| pam-
pblets wltb lmages. Tbe eoucatlonal materlal ls very lmage baseo, because o| tbe blgb rates o| llllteracy among
tbe target communlty, as well as because A|C belleves tbat lmages are a more power|ul metboo over verbal
eoucatlon, as tbey evoke more reactlons. Tbe eoucatlon toucbes on ol||erent aspects o| lnsurance ano ls oone
tbrougb communlty raolo ano olrect contact tbrougb |ocus group settlngs. Tralnlng at tbe communlty level ls
lmparteo by creolt agents. 8esloes bavlng been tralneo by representatlves o| A|C, tbe tralners also bave sup-
port oocuments wblcb eplaln tbe partlcular proouct ln a transparent manner.
Wben conceptuallzlng tbe eoucatlonal tools, A|C oraws |rom oetalleo oemograpblc oata o| tbelr target com-
munlty, wblcb tbey bave tbrougb tbe partnersblp wltb FONKOZL, so A|C belleves tbey bave a |alrly accurate
plcture o| tbe potentlal cllentele. A|C bas also conoucteo eoucatlonal campalgns on general rlsk management,
e.g. bow to oeal wltb olsease sucb as: |ever, olarrbea, etc., wby sboulo one wasb |rults ano vegetables etc.
Mon|tor|ngondLvo|uot|on
Per|ormance lnolcators are useo, as well as baslc questlonnalres ano use tbe servlces o| an eternal consul-
tants to conouct monltorlng ano evaluatlon.
50
Asociacin Mexicana de Uniones de Crdito del
Sector Social A.C. Mexico
--------------------------------------------
Interviewee: Alicia Govea
AMUCSS ls an lnstltutlon wltb tbe mlsslon o| brlnglng nanclal servlces to tbe rural areas o| Melco. Mlcro-
lnsurance ls a part o| tbese nanclal servlces, ano tbelr goal ls to get as many people protecteo as posslble.
To oo tbls, tbey work to lmprove tbe olstrlbutlon cbannel ano ln|rastructure o| nanclal servlces ln oroer to
make tbem more accesslble to rural populatlons. Tbey connect small mlcronance lnstltutlons tbat woulo
otberwlse speno a lot o| money on olstrlbutlon/marketlng wltb lntermeolary organlzatlons, wblcb are ln
cbarge o| selllng tbese nanclal prooucts. Tbe lntermeolarles group togetber many MF|s, so tbey can be more
e|clent ano cost-e||ectlve. Tbls also allows tbe MF|s to cbarge less |or tbelr nanclal prooucts, as tbey speno
less reacblng tbelr target populatlons, wblcb tben benet |rom lower premlums. AMUSCC bas conoucteo
some prellmlnary researcb, lncluolng |ocus groups tbat gave tbem a better plcture o| tbe communlty ano lts
neeos, as well as a survey on vulnerablllty tbat ls to be publlsbeo lnternatlonally. Pesearcb ls ongolng |or tbe
organlzatlon, so tbey can always keep ln|ormeo about tbe neeos o| rural Melco.
Commun|t,
Tbe communltles tbey work wltb are typlcally lnolgenous, ano o|ten tbe people oo not speak Spanlsb or bave
a steaoy lncome, wblcb provloes some cballenges |or AMUCSS. Tralnlng tbe eoucators to work wltb lnolg-
enous populatlons can be ol|cult because many o| tbe potentlal tralners (wbo are capable o| speaklng tbe
languages) bave tbemselves bao llttle eoucatlon. Tbey also eperlence constant cballenges ln oeslgnlng tools
to teacb nanclal eoucatlon, because o| language, eoucatlon, ano llteracy barrlers.
Lducot|ono|7oo|s
AMUCSS tenos to oepeno beavlly on pampblets tbat eplaln very plalnly tbe prooucts o||ereo, ano tbey
also work tbrougb campalgns |or nanclal eoucatlon ln scbools. AMUCSS bas trleo to use some eoucatlon
metbooologles tbat are renowneo lnternatlonally, but bave |ouno ln many cases tbat tbey oon't t |or tbelr
sltuatlon, ano must be aoapteo |or target populatlons. Tbey work on a case by case basls wltb tbe MF|s ano
lntermeolary groups to oeslgn tbelr metbooology. Tbougb tbey llke to collaborate lnternatlonally, ultlmately
tbey |eel llke tbey know tbe populatlon better tban anyone else, so tbey bave to make tbelr own teacblng
tools. Tbey are stlll nallzlng tbe materlals tbat tbey wlll use as basellne guloes |or nanclal eoucatlon, ano
tbey epect tbese tools to be reaoy ln December.
Tbey oo not conouct monltorlng ano evaluatlon, slnce tbey baven't yet oevelopeo a system. However, tbey
are plannlng on lmplementlng nanclal ano soclal lmpact lnolcators tbls year.
51
Association Intermonde Senegal
--------------------------------------------
Interviewee: Babcar Mbaye
|ntermonoe ls part o| tbe global NGO network o| Lnoa Tlers Monoe ano ls actlve ln Senegal ln tbe elos
o| bealtb mutuals, bealtb eoucatlon ano lnsurance eoucatlon. |ts maln actlvltles are tbe tecbnlcal support o|
bealtb mutuals, tralnlng o| mutual sta|| ano bealtb eoucatlon on preventlon lssues. |t ls supporteo by larger
non-governmental ano nanclal organlzatlons baseo ln Swltzerlano.
Commun|t,
|ntermonoe works ln tbe suburbs o| tbe capltal o| Senegal, Dakar, ano targets tbe weaker sectlon o| tbose
communltles, wltb a speclc |ocus on women ano cblloren. Solloarlty ls belo to be a cruclal element |or tack-
llng bealtb lssues ano as a consequence, tbe organlzatlon bas also oevelopeo a bollstlc tralnlng approacb tbat
reacbes all key actors, lncluolng bealtb pro|esslonals, communal booles, local leaoers ano polltlclans.
Lducot|ono|7oo|s
|ntermonoe uses a wloe range o| tools ano oellvery cbannels ln lnsurance eoucatlon. Tbese lncluoe a mobl-
llzatlon klt tbat targets women on tbe aovantages o| bealtb lnsurance (oeslgneo ano provloeo by an lnterna-
tlonal partner), nelgbborbooo-speclc tbeatrlcal plays wrltten ln collaboratlon wltb a local playwrlgbt, raolo
broaocastlng on communlty cbannels, leaNets, brocbures ano eoucatlonal boaros. Tbey bave also oeslgneo a
comlc ln collaboratlon wltb prlvate partners tbat tells tbe parallel storles o| two |amllles one wltbout any
bealtb lnsurance coverage ano one tbat ls part o| a mutual. Tbls ls useo to reacb llllterate groups ln partlcular.
All tools are ln wolo|. Tbe tools are oeslgneo tbrougb lnteractlon wltb members o| tbe target communlty ano
wltb tbe tecbnlcal ano materlal support o| lnternatlonal partners. A communlty commlttee takes care o| all
tbe olrect moblllzatlon ano eoucatlonal actlvltles on tbe grouno.
|ntermonoe tralns tbe aomlnlstratlve sta|| o| tbe mutuals ano tbe moblllzatlon commlttees tbat are tben re-
sponslble |or tralnlng tbe populatlon olrectly. Long-term tralnees wlll usually become tralners. |nternal traln-
lng ls carrleo out on an ongolng basls to aoapt to new strategles ano neeos, ano tbe sta|| regularly attenos
natlonal/lnternatlonal semlnars as tralnlng opportunltles.
M&L actlvltles take place contlnuously, botb lnternally (wbereby objectlves ano strategles are assesseo ano
upoateo) ano tbrougb eternal actors. Yearly M&L actlvltles are also carrleo out tbrougb partners ano wltb
tbe mutuals' General Assemblles representatlves |rom tbe wbole network ano sta||.
Tbe major cballenges tbe organlzatlon |aces are tbe systematlc lack o| awareness ano prejuolces on bealtb
lssues (|rom tbe pre|erence to use traoltlonal meolclnes to tbe prejuolces on antlclpateo payments o| un|ore-
seeable bealtb epenoltures), nanclal restralnts ano, most o| all, a reporteo unavallablllty o| ln-bouse tralnlng
resources.
52
Biocon Foundation India
---------------------------------------
Interviewee: Rani Desai
8locon Founoatlon ls tbe corporate soclal responslblllty (CSP) arm o| 8locon Lto, an |nolan bealtbcare
company worklng ln tbe elo o| blopbarmaceutlcals. Set up ln 2004, 8locon Founoatlon's mlsslon ls to make
bealtbcare more a||oroable ano accesslble, lmprovlng tbe oellvery o| bealtbcare to low-lncome communl-
tles ln |nola. Tbelr rst project was to launcb a mlcro bealtb lnsurance program tltleo Arogya Paksba Yojana
Healtb Mlcro |nsurance Plan (APYHM|P) ln 2005. Tbe team conouctlng lnsurance eoucatlon-relateo actlvltles
conslsts o| members |rom tbree stakeboloers: 8locon Founoatlon, tbe lnsurance company ano APYHM|P.
Commun|t,
APYHM|P was lnltlateo ln tbe state o| Karnataka, Soutb |nola ln locatlons close to tbe 8locon Founoatlon
|acllltles. Tbey work wltb rural communltles near tbelr |acllltles. |t was later launcbeo ln tbe clty o| 8angalore,
Soutb |nola ln 2008.
Tbe lntervlewee percelves tbe communltles' knowleoge pertalnlng to lnsurance to be at a oecent level ln Kar-
nataka. Tbe communltles wltb wblcb 8locon Founoatlon works bave at least a vague loea about tbe varlous
prooucts ano tbe overall concept o| lnsurance. Tbe ol|culty lles ln gettlng people to unoerstano tbat wblle
bealtb ls a blgb rlsk, lt ls also a rlsk wblcb can be manageo ln a slmllar manner as tbese communltles man-
age tbe nanclal rlsk concernlng tbelr oaugbters' marrlages (settlng asloe money |or tbe oowry) or nolng
employment |or tbelr son (settlng money asloe |or eoucatlon). People oo not set asloe money |or managlng
bealtb rlsks ln tbe same manner as tbey woulo oo wltb tbe above-mentloneo rlsks, wblcb becomes obvlous
wben tbey are requlreo to pay tbe rst premlum ourlng enrollment to tbe bealtb lnsurance scbeme.
Lducot|ono|7oo|s
8locon Founoatlon looks |or local partners ln oroer to galn access to tbe communltles. Tbe local partner tben
blres or oeputes people to sell tbe lnsurance ln tbe communlty. Tbese persons wlll be tralneo accorolngly to
be able to e|clently eplaln tbe proouct ano tbe benets lt o||ers, as well as bow lt ls useo. Tbese tralnlng
events can conslst o|, |or eample, role plays conoucteo ln tbe vlllage, ln wblcb tbe prospectlve pollcy boloer
goes to a bospltal ano sbows bls/ber APYHM|P caro be|ore golng lnto oetall about tbe reason |or bls/ber vlslt,
tben recelves asslstance ano klno servlce.
To reacb tbe communlty, 8locon Founoatlon works tbrougb two cbannels: olrect lnteractlon wltb tbe com-
munlty or lnteractlon tbrougb a partner organlzatlon. Wben oolng a retall operatlon, 8locon Founoatlon wlll
go olrectly to tbe communlty. Wben worklng wltb partner organlzatlons, 8locon Founoatlon tralns lts sta|| to
reacb tbe communlty. 8locon Founoatlon employs local tralners, wbo are glven a tralnlng manual eplalnlng
tbe baslc |eatures o| tbe lnsurance scbeme, wltb all tbe FAQs wltb wblcb tbey are llkely to be con|ronteo.
A|ter tbe lnltlal tralnlng sesslon, tbese tralners must return |or |urtber tralnlngs at regular lntervals, as 8locon
Founoatlon recognlzes tbat lt ls ol|cult to grasp tbe speclcs o| tbe entlre scbeme ln one sesslon.
Tbe eoucatlonal materlal ls an organlc proouct o| |our years o| neeo-baseo researcb. 8locon Founoatlon ap-
proacbeo tbe communltles to eplaln tbe proouct ano tbe eoucatlonal tools bave been constantly reoevel-
53
opeo accorolng to tbe questlons ano neeos loentleo by tbe communltles. |n tbe beglnnlng o| tbe lnsurance
scbeme, 8locon Founoatlon bao no backgrouno oata regarolng tbe perceptlon o| lnsurance ano bealtbcare
tbe communltles belo.
Tbe tools are customlzeo accorolng to tbe neeos ano perceptlons o| ol||erent communltles wltb wblcb 8lo-
con Founoatlon works. Tbe lntervlewee empbaslzes tbe |ounoatlon's commltment to tallorlng tbe tools |or
eacb communlty. Tbe eoucatlonal tools are always oeslgneo ln collaboratlon wltb representatlves |rom tbe
communlty, wbo o||er aovlce on wbetber tbe tool ls too compllcateo, wbetber tbere sboulo be more oetalleo
ln|ormatlon lncluoeo, etc.
8locon Founoatlon bas occaslonally recelveo some tecbnlcal asslstance |rom organlzatlons sucb as |LO, but
tbese bave been one-o|| occaslons ano bave been ln|ormal ln nature. Tbe |unolng |or conouctlng tbe lnsurance
eoucatlon comes |rom tbe 8locon Founoatlon. Tbe lntervlewee can see tbe |unolng pattern cbanglng ln tbe
|uture wben tbe scbeme ls epanoeo lnto otber states.
8locon Founoatlon monltors lts own lnsurance eoucatlon actlvltles, as well as tbose conoucteo by partner
organlzatlons. Tbls monltorlng ano evaluatlon process lncluoes llng reports on tbe number o| tralnlngs con-
oucteo, collectlng |eeoback, etc. Tbls ls not a stanoarolzeo |ormat, as lt ls a ratber lnteractlve event.
54
&HQWUHIRU0LFURQDQFH,QGLD
------------------------------------------------
Interviewee: Nilesh Fernando
Tbe Centre |or Mlcronance bas been conouctlng a US Alo-|unoeo researcb stuoy slnce 2006 tbat |ocuses on
olscoverlng tbe major barrlers to e||ectlve rlsk management ln oeveloplng countrles. Tbls lnvolves a statlstlcal
analysls o| mlcrolnsurance prooucts ano a stuoy o| tbe e|cacy o| lnsurance eoucatlon ln convlnclng a greater
percentage o| people to buy coverage. Tbey recognlze two necessary requlrements tbat cllents must meet to
benet |rom lnsurance: tbat tbey bave a baslc unoerstanolng o| lnsurance, ano tbat tbey make oeclslons tbat
are conslstent wltb an unoerstanolng o| tbe prooucts ano tbelr use|ulness ln rlsk management.
Commun|t,
As a part o| tbe stuoy, lnsurance eoucatlon was provloeo to populatlons o| lnterest ln oroer to unoerstano
wbat tbe barrlers to aooptlon o| lnsurance prooucts were. Tbey sougbt to oetermlne tbe relatlonsblp be-
tween eoucatlon ano subsequent purcbaslng o| lnsurance. Tbe populatlon was entlrely rural, ano was llmlteo
by tbe reacb o| tbelr partner organlzatlon, SA8LP. Tbls organlzatlon was cbosen because lt alreaoy bao plans
to o||er mlcrolnsurance. Mucb o| tbe eoucatlon ls about tbe speclc proouct useo ln tbe stuoy, but tbe or-
ganlzatlons also olscusseo toplcs sucb as tbe rlgbt amount o| coverage ano bow to make better oeclslons.
Cballenges tbey |ace wltb tbe communlty lncluoe llmlteo nanclal llteracy ano general llteracy levels, as well as
ol|cultles ln eplalnlng tbe prooucts. Tbougb tbere was alreaoy some |amlllarlty wltb lnsurance ln tbe target
populatlon, oue to tbe avallablllty o| some lnsurance optlons, tbls |amlllarlty was also qulte low.
Lducot|ono|7oo|s
To conouct lnsurance eoucatlon ln tbe stuoy, tbe Centre |or Mlcronance useo a lot o| ol||erent vloeos. Tbey
cbose vloeos because tbey |elt lt was more lnteractlve ano lncluslve o| llllterate populatlons, but a part o| tbe
researcb strategy was to evaluate wblcb vloeos bao tbe greatest lmpact among vlewers. Tbls alloweo tbem to
learn generally about tbe most e||ectlve teacblng metbooologles. Tbey also useo some brocbures. Tbey coulo
not provloe eoucatlon ln a custom-talloreo way tbat was baseo on communlty neeos, because lt woulo bave
compromlseo tbe ranoomlzeo nature o| tbe stuoy o| e|cacy o| lnsurance eoucatlon tools. Tbe lntervlewee
salo tbe program woulo benet |rom more lnteractlve |orms o| lnsurance eoucatlon.
Monltorlng o| tbe program ls oelegateo to SA8LP, but tbe evaluatlon portlon o| tbe program ls tbe polnt o|
tbe stuoy, ano tbey are ln tbat pbase o| tbe program. So |ar tbey bave |ouno tbat people seem to unoerstano
lnsurance better a|ter tbe eoucatlon program, but o|ten tbey stlll aren't buylng coverage.
55
Community Finance Resource Center Vietnam
-----------------------------------------------
Interviewee: Phuong Ha Tran
Communlty Flnance Pesource Center ls an lnternatlonal non-prot tbat bas lnltlateo a mlcrolnsurance proj-
ect along wltb Mlcronance Opportunltles ano seven MF|s ln |our ol||erent locatlons ln vletnam. Communlty
Flnance Pesource Center wlll lmplement tbe project by provlolng an lnsurance proouct to tbe cllent. How-
ever, tbe rst part o| tbls project ls to conouct lnsurance eoucatlon ln tbe target communltles.
Commun|t,
Communlty Flnance Pesource Center works mostly wltb etbnlc mlnorltles ln mountalnous areas, ano tbey
|ocus especlally on women. Tbey |ace ol|cultles wltb low eoucatlon levels wben worklng wltb tbls communlty,
ano sometlmes tbe lssue o| language ano local customs can leao to mlsunoerstanolngs (especlally wltb respect
to tbe role o| women ln tbe socletles, wblcb ls o|ten ol||erent |rom tbe tralners' perspectlve).
Lducot|ono|7oo|s
Communlty Flnance Pesource Center conoucts tralnlng o| tralners, trans|errlng skllls to local MF| sta|| mem-
bers, wbo work olrectly wltb tbe target communltles. Loucatlonal materlal ls recelveo |rom Mlcronance Op-
portunltles as part o| tbe Global Flnanclal Loucatlonal Program. Tbls materlal ls aoapteo to tbe contet o| tbe
local MF|s, ano tbe local sta|| ls eoucateo accorolngly. Communlty Flnance Pesource Center also oeslgns lts
own eoucatlonal tools. Tbey provloe tbese especlally |or well-establlsbeo MF|s tbat bave long-stanolng eperl-
ence ln mlcrocreolt but no eperlence ln mlcrolnsurance.
Tbe tools lncluoe role plays, storles, puppet sbows, games ano brocbures. Due to llllteracy, a large part o| tbe
tralnlng ls conoucteo ln an lnteractlve manner.
Communlty Flnance Pesource Center belps tbe local MF|s to conouct general lnsurance eoucatlon, especlally
ln tbe rural areas wbere lnsurance companles bave a bao reputatlon oue to unregulateo practlces. Sometlmes
tbe sta|| members o| tbe MF|s tbat Communlty Flnance Pesource Center tralns are also susplclous towaros
lnsurance oue to tbe malpractlces o| commerclal lnsurance provloers. Tbere|ore, tbey neeo to |ocus tbe traln-
lng on tbe concept tbat mlcrolnsurance ls oeslgneo speclcally |or poor people. Pesearcb ls conoucteo be|ore
tralnlng beglns, but lt ls not oone olrectly by Communlty Flnance Pesource Center. Tbe organlzatlon consults
elo sta|| |rom otber organlzatlons to conouct tbe researcb. 8y galnlng lnslgbt lnto tbe neeos o| tbe cllents,
tbe eoucatlonal tools can be customlzeo to tbe communlty.
Tbe lntervlewee notes tbat tbere ls avallable |unolng |or tbe oevelopment o| tbe lnsurance proouct, but no
|unolng to conouct tbe lnsurance eoucatlon. |n oroer to conouct tralnlngs, tbey bave to reallocate tbelr buo-
get ano sta|ng outles. Anotber lssue pertalns to tbe sta|ng neeos o| tbe organlzatlon. Communlty Flnance
Pesource Center ooes not bave |ull-tlme tralners, so sta|| members must olvloe tbelr tlme between tralnlng
ano otber outles ln tbe organlzatlon. Tbe mountalnous area wbere tbey operate also poses loglstlcal cbal-
lenges.
Currently, Communlty Flnance Pesource Center ls able to conouct two tralnlngs o| tralners per montb, but
tbey woulo llke to lncrease tbls number slgnlcantly l| tbey bao tbe requlreo resources.
56
Communlty Flnance Pesource Center ls ln tbe process o| looklng at ways to lncrease ano lmprove tbelr ac-
tlvltles ln tbe elo o| monltorlng ano evaluatlon. Currently, monltorlng ano evaluatlon ls mostly oone by e-mall
wltb tbe MF|s to wblcb tbey bave provloeo tralnlngs.
Two montbs a|ter eacb tralnlng o| tralners, a letter ls sent requestlng ln|ormatlon on bow many tralnlngs
bave been conoucteo, wbat bas been tbe soclo-economlc prole o| tbe partlclpants, etc. Tbls oata ls analyzeo,
ano l| posslble, tbe eoucatlonal materlal ls revlseo accorolngly. Tbe lntervlewee notes tbat a lack o| resources
prevents Communlty Flnance Pesource Center |rom scallng up tbe monltorlng ano evaluatlon process.
57
FINCA Peru
--------------------------------------------
Interviewee: Viviana Salinas
F|NCA Peru works ln poor communltles by provlolng a varlety o| nanclal servlces to low-lncome popula-
tlons, lncluolng creolt, savlngs ano nanclal eoucatlon. |n November 2008, tbey aooeo lnsurance to tbelr
repertolre wben tbey launcbeo F|NCA vloa ln Peru, wblcb ls a separate entlty tbat sells ll|e lnsurance. At tbls
tlme, tbey oo not provloe bealtb lnsurance, as mucb as tbey woulo llke to, because tbey |eel tbe bealtbcare
ln|rastructure ln rural populatlons ls so poor tbat lt woulon't work out. F|NCA's lnvolvement ln lnsurance
eoucatlon ls ecluslvely useo to promote tbelr proouct ln areas wbere F|NCA alreaoy bas a |ootbolo. Tbey
oo not eoucate about otber lnsurance opportunltles tbat are avallable. Tbey began eoucatlng people about
tbe lnsurance tbey provloe ano wby lt ls a gooo lnvestment, because tbey |ouno tbrougb prellmlnary stuoles
o| tbe market tbat tbe populatlons tbey serve were con|useo ano wary about spenolng money on lnsurance.
Tbey wanteo potentlal customers to see lnsurance as a type o| smart savlngs |or |uture emergencles.
Commun|t,
Tblrty percent o| tbe communltles tbat F|NCA operates ln are rural communltles, ano ln most o| tbese places
tbe people bao no access to lnsurance be|ore F|NCA vloa came along. Tbey began tbe program to target
tbese communltles, ano speclcally tbe women ln tbem tbat bao lost |amlly alreaoy. Tbe communltles provloe
a cballenge because tbe people are botb uneoucateo ano superstltlous about lnsurance. Many belleve tbat
buylng lnsurance ls llke calllng oeatb to tbem, ano oon't see lt as an lnvestment, but ratber a montbly payment
wltb no benet.
Lducot|ono|7oo|s
F|NCA bas workeo wltb Freeoom |rom Hunger to oevelop tbe tools lt uses |or lnsurance eoucatlon. Tbese
materlals |ocus on very vlsual, lllustratlve metboos to teacb tbe women ln tbese communltles. Tbey are lnter-
actlve, partlclpatlve ano slmple. 8ecause tbe tralners work ln rural areas ano are requlreo to move arouno a
lot, lt ls not convenlent |or tbem to carry electronlc equlpment llke projectors. Tbere|ore, F|NCA relles on
orawlngs ln place o| more blgb-tecb tools llke Power Polnt. Slnce tbe populatlons tbey work wltb are all very
slmllar, tbey oo not cbange tbelr tools |or ol||erent areas, ecept wltb populatlons tbat only speak Quecbua.
|n terms o| tools tbey oon't bave access to, tbey tblnk vloeos ano raolo woulo be use|ul |or tbem, but tbese
are too epenslve, ano too baro to use ln rural areas.
At tbls tlme, F|NCA Peru ls not conouctlng any monltorlng ano evaluatlon o| tbelr lnsurance eoucatlon, slnce
tbe program ls so young.
58
Freedom from Hunger USA
----------------------------------------------
Interviewee: Marcia Metcalfe
Freeoom |rom Hunger bas been lnvolveo wltb a Gates-|unoeo lnltlatlve calleo tbe Mlcronance ano Healtb
Protectlon |nltlatlve |or tbe past |our years. |n tbls project, tbey work wltb ve mlcronance lnstltutlons
arouno tbe worlo to oeslgn, oevelop ano test lntegrateo packages o| bealtb protectlon servlces. One o| tbe
MF|s ls worklng on mlcro bealtb lnsurance, so Freeoom |rom Hunger works wltb tbem to oevelop an lnsur-
ance eoucatlon program. Freeoom |rom Hunger ls also a grantee o| |LO's Mlcro |nsurance |nnovatlon Faclllty,
so tbey bave support |rom |LO ln oeveloplng eoucatlon mooules. Tbelr goal ls to lncrease consumer knowl-
eoge ano to provloe consumers wltb tbe ablllty to make ln|ormeo oeclslons about bealtb lnsurance.
Commun|t,
Tbe target communlty |or tbls project ls tbe rural poor, ano tbey |ace cballenges because o| too |ew lnsurance
prooucts tbat are botb avallable ano approprlate |or tbe populatlon. O|ten tbere aren't any lnsurance cbolces
yet at all, ano tbls can make lnsurance eoucatlon lne||ectlve. Tbe lack o| aoequate bealtb care provloers also
bas tbe same e||ect.
Lducot|ono|7oo|s
|n oroer to oevelop tbelr eoucatlon mooules, tbey oraw on tbelr eperlence provlolng lots o| ol||erent klnos
o| eoucatlon arouno tbe worlo ln tbe past ten years, as well as tbelr epertlse ln aoult eoucatlon tecbnlques.
Tbey ora|t a proouct ano tben tbey work closely wltb tbelr local partners to test tbe prooucts ln tbe elo.
Net, tbey try to make tbe mooule as aoaptable as posslble to tbe lnolvloual settlng. Tbls ls mucb more ol|-
cult |or tbelr lnsurance eoucatlon project tban lt bas been ln tbe past wltb otber klnos o| eoucatlon (l.e.
breast|eeolng, olarrbea), because lt cannot be tbe same |or all reglons. Tbe eoucatlon toplcs must cbange
baseo on wbat klnos o| bealtbcare ano lnsurance are avallable. Tbey also traln tbe tralners o| tbelr local part-
ner organlzatlons.
Tbey use tbe same types o| tools |or all areas, because tbey bave |ouno ln tbelr eperlence tbat tbelr system
works well. |t ls very brle| ano very lnteractlve, so tbey can engage people ano make tbe program relevant to
tbelr sltuatlon ano cbolces. Tbe organlzatlon |eels lt coulo benet |rom reln|orcement o| lnsurance eoucatlon
messages tbrougb posters, wrltten materlals wbere tbe populatlon ls llterate, raolo, tbeater, etc. tbat coulo
be provloeo by outsloe sources.
Freeoom |rom Hunger supports lts local partners ln puttlng togetber monltorlng ano evaluatlon programs.
Tbey use tbese programs to track bow mucb eoucatlon ls belng provloeo, per|ormance management, lmpact,
e|clency, ano cbanges ln knowleoge ano bebavlor.
59
Fundacin de Aseguradores Colombianos Colombia
---------------------------------------------
,QWHUYLHZHH$OHMDQGUD'LD]
FUNDASLG ls an organlzatlon tbat works wltb tbe urban poor ln Colombla. |t rst began ln 2007 wltb tbe
oevelopment o| strategy ano metbooologles to eoucate people o| low lncome. Tbe organlzatlon partnereo
up wltb Mlcronance Opportunltles to acbleve tbls. |n 2008, a|ter tbey nlsbeo all tbe prellmlnary researcb,
tbey began aoaptlng tbe general strategles |or a speclcally Colomblan program. Tbls program launcbeo ln
February o| 2009.
FUNDASLG bas an alllance wltb tbe government o| Colombla, wblcb bas agreeo to belp pay tbe tralners /
lnstructors |rom tbelr organlzatlon. |t also recelves nanclal belp |rom tbe lnsurance companles tbat lt part-
ners wltb, wblcb typlcally pay tbe costs o| classroom rent, ano are ln cbarge o| recrultment o| partlclpants.
|n oroer to oevelop tbelr program, FUNDASLG conoucteo some prellmlnary researcb about rlsks people
|ace, bow tbey |ace tbem ano tbelr concepts o| lnsurance. Tbey accompllsbeo tbls tbrougb bousebolo surveys
ano |ocus groups. Tbey |ouno tbat people o|ten con|use savlngs ano lnsurance, ano tbat tbey oon't unoerstano
baslc concepts o| lnsurance. People were mostly uslng creolt to respono to emergencles.
Commun|t,
FUNDASLG works wltb tbe poorest o| tbe poor, but also wltb populatlons tbat are just startlng to overcome
poverty. Tbey o|ten target unemployeo populatlons tbat are recelvlng government alo. Tbey work only ln
urban areas, slnce most o| tbe poor ln Colombla are llvlng ln cltles. Tbere are also very |ew lnsurance optlons
|or rural populatlons, ano as tbey oo not o||er lnsurance prooucts, tbey bave to accept tbat lnsurance eouca-
tlon woulo be qulte useless ln tbose areas at tbls polnt. FUNDASLG ls usually contacteo by tbe lnsurance
companles, wblcb ask tbem to conouct tbe worksbops ln oroer to lncrease awareness. Tbe worksbops glve
attenoants ln|ormatlon about tbe lnsurance opportunltles alreaoy avallable tbrougb local buslnesses, ano tbey
only work ln areas wbere tbey are certaln tbat tbe people wlll bave access to some klno o| lnsurance.
Lducot|ono|7oo|s
|nsurance eoucatlon ls tbe prlmary |unctlon o| FUNDASLG. Tbe objectlves o| tbe worksbops tbat FUNDAS-
LG conoucts are to make people consclous o| rlsks ano bow to respono to tbem, to make people unoerstano
ol||erent nanclal tools (creolt, savlngs, lnsurance) ano tbe aovantages ano olsaovantages o| tbem, ano to teacb
people about ol||erent klnos o| lnsurance. Tbe loea ls tbat tbls eoucatlon wlll leao to better oeclslon-maklng,
ano wlll cbange tbe bebavlor o| people wbo are |aclng rlsks or emergencles.
Tbe worksbops are belo tbrougb bour-long sesslons ln classrooms, wbere tbey conouct group actlvltles,
tbeater presentatlons, games ano olscusslons. Tbe tralner ls not consloereo a teacber, but ratber a |acllltator
|or tbe actlvltles. Tbls allows tbem to learn about lnsurance ano act out tbe lnsurance process. Most o| tbe
communltles tbey work ln bave very slmllar cbaracterlstlcs, so tbey oo not neeo to cbange tbelr metboos
oepenolng on tbe area ln wblcb tbey work. Occaslonally, wben tbey work wltb llllterate populatlons, tbey
lnstruct tralners to request orawlngs ln place o| wrltten work.
60
On top o| tools tbey alreaoy bave, FUNDASLG woulo llke to bave access to compllmentary tools, sucb as
raolo, Tv ano lnternet. Tbey |eel tbat tbe metboos tbey are alreaoy employlng are tbe best metboos |or teacb-
lng people, but tbat access to mass meola woulo be nlce ln oroer to oraw more people ln to tbe program.
However, tbese are too epenslve |or tbe organlzatlon. Tbey oon't really use Nlers or brocbures very mucb,
because so many people aren't able to reao tbem. Anotber cballenge tbey |ace ls tbat o| low partlclpatlon, so
tbey bave bao to look |or ways to convlnce people to atteno. Tbey bave useo lncentlves sucb as glvlng away
scbool supplles |or tbe cblloren ano provlolng re|resbments.
FUNDASLG bas also begun to conouct monltorlng ano evaluatlon tbrougb lntervlews, ve montbs a|ter tbe
lnltlatlon o| tbe program, ln oroer to juoge tbe cbanges ln perceptlon ano bebavlor tbat partlclpants bave e-
perlenceo. Tbey bave |ouno tbat a|ter tbe sesslons, partlclpants come to belleve tbat lnsurance ls sometblng
slmple, accesslble, ano necessary, ano tbat tbey bave begun to cboose lnsurance over creolt ln oeallng wltb
rlsks. Tbese stuoles also sbow partlclpants reouclng tbelr blgb-rlsk bebavlors by vacclnatlng cblloren, blowlng
out canoles be|ore leavlng tbe bouse, re|ralnlng |rom bullolng bouses near tbe rlver, savlng money ln banks
lnsteao o| lnsloe tbe bouse, etc.
61
German Technical Cooperation
(Deutsche Gesellschaft fr Technische Zusammenarbeit) Ghana
-------------------------------------------------
Interviewee: Hanna Schommer
GTZ supports partners ln tbe countrles wbere tbey operate to bullo capaclty tbrougb tecbnlcal asslstance.
|n Gbana, tbe program bas two major |ocal areas: oevelopment o| tbe prlvate sector ano support o| tbe oe-
velopment o| tbe nanclal sector. |n tbe area o| nanclal systems oevelopment, GTZ works closely wltb tbe
Mlnlstry o| Flnance ano Lconomlcal Plannlng ano tbe Natlonal |nsurance Commlsslon. GTZ supports tbe
natlonal nanclal llteracy campalgn, wblcb ls coorolnateo by tbe Mlnlstry o| Flnance. Tbe campalgn starteo ln
2008. GTZ belps wltb tbe lmplementatlon o| tbe natlonal nanclal llteracy week ano asslsts ln oevelopment
o| eoucatlonal materlal. Tbey oo tbls speclcally tbrougb roao sbows, wblcb bave been conoucteo ln varlous
rural areas. |n terms o| mlcrolnsurance, GTZ works togetber wltb tbe Natlonal |nsurance Commlsslon.
Commun|t,
GTZ ooes not cboose a partlcular communlty wltb wblcb to work, but ratber tbey work wltb tbe communl-
tles wltb wblcb tbelr partners bave contact. 8ecause o| tbe current lnsurance lanoscape, most o| tbe pollcles
belng solo are ln tbe capltal Accra ano lts vlclnlty. Tbe prooucts are mostly ll|e lnsurance pollcles. A bousebolo
survey tbat was conoucteo ln tbree reglons o| Gbana conslsteo o| cllents o| an lnsurance pollcy, as well as a
control group o| non-pollcy boloers. Tbe major nolng ln terms o| tbe cllents was tbat tbere was a blg lack
o| unoerstanolng o| lnsurance concepts: cllents were not very aware o| wbat an lnsurance pollcy ls ano bow
lt ol||ers |rom a savlngs pollcy. Tbe pollcy boloers o|ten olo not unoerstano tbe terms o| tbe pollcy ano were
not sure bow to make clalms, ano tbere|ore tbey o|ten woulo not make tbem. Wbat coulo be gatbereo was
tbat lnsurance pollcles were o|ten bougbt |rom an lnsurance agent, but tbe pollcles were not usually reneweo.
Lducot|ono|7oo|s
GTZ bas workeo ln collaboratlon wltb tbe Mlnlstry o| Flnance ano Lconomlcal Plannlng ano tbe Natlonal |n-
surance Commlsslon to oevelop eoucatlonal materlal, sucb as posters ano brocbures on ve proouct ranges:
loans, savlngs, lnvestments, lnsurance, ano as o| last year, also mlcrolnsurance. Anotber eoucatlon actlvlty bas
been tbe roao sbows ln rural areas, wblcb conslst o| tbeater plays. However, so |ar tbese bave not lncluoeo
mlcrolnsurance as a tbeme. Tbese eoucatlonal tools are non-proouct speclc, tbe goal ls to provloe general
ln|ormatlon on tbe varlous prooucts, wltbout allgnlng lt to a speclc proouct or a company.
At tbe moment GTZ ooes not bave a clear" tool-bo |or eoucatlon purposes, but lt ls ln tbe process o|
belng planneo ano wlll be lmplementeo ln 2010. Tbls wlll lncluoe a broaoer tbeme o| nanclal llteracy, wltb
more oetalleo eoucatlonal tools |or tbe ol||erent proouct ranges, lncluolng mlcrolnsurance. |n terms o| mlcro-
lnsurance, tbls wlll lncluoe tools |or tralnlng o| MF|s, as well as tools |or tralnlng tbe potentlal cllents o| tbese
lnstltutlons. Tbe goal ls to make tbese tools very lnteractlve.
Wben tbe materlal ls reaoy lt wlll be prlnteo ano olstrlbuteo to tbe companles tbat GTZ bas prevlously
workeo wltb, |or eample ln tralnlngs wblcb tbey bave organlzeo |or lnsurance provloers. Tbls ls also oone ln
tbe contet o| a mentorlng program, wblcb lncluoes tbree mlcrolnsurance provloers. Tbe materlal wlll also
be olssemlnateo ln natlonal events organlzeo by tbe Mlnlstry o| Flnance ano Lconomlcal Plannlng ano tbe Na-
62
tlonal |nsurance Commlsslon. |n tbe process o| oeslgnlng tbe eoucatlonal materlal, tbe potentlal pollcy bolo-
ers are consulteo ln a number o| ways. Tbe basellne survey (conoucteo by an eternal researcb organlzatlon)
serveo as tbe basls |or plannlng tbe materlal, ano tbe rst ora|t o| tbe materlals was revleweo ln |ocus group
olscusslons ln botb rural ano urban settlngs. Tbe ora|ts were |urtber mooleo baseo on tbe |eeoback o| tbe
olscusslons. Otber organlzatlons were also consulteo ln tbe process.
A|ter bavlng gone tbrougb tbe tralnlng materlal ano also answerlng questlons tbe partlclpants ln tbe |ocus
group olscusslons bao regarolng lnsurance, on average arouno 80 percent o| tbe partlclpants epresseo tbelr
lnterest ano were lnqulrlng wbere tbey coulo purcbase lnsurance. Tbls was oesplte tbe |act tbat a number
o| tbe partlclpants bao a negatlve preconceptlon regarolng lnsurance, oue to prevlous malpractlces o| some
lnsurance provloers.
Dl|cultles emerge because GTZ ls not always olrectly llnkeo wltb tbe target groups. Tbere|ore, lt can some-
tlmes be ol|cult to really unoerstano tbe elstlng knowleoge o| tbe target groups ano bow a partlcular
materlal mlgbt belp tbem, especlally wben lt comes to bow llllterate ano seml-llllterate partlclpants percelve
tbe tralnlng materlal. To aooress tbls, GTZ useo local consultants to oevelop tbe materlal, bowever, tbey stlll
sometlmes |elt tbat even tbe local consultants mlgbt not be truly llnkeo wltb tbe target communltles.
GTZ |unos tbe eoucatlon tbemselves but recelveo ln-klno asslstance |rom government ano otber stakebolo-
ers. Tbe lntervlewee noteo tbat wben startlng to conceptuallze tbe eoucatlonal materlal, tbey were boplng
to no ln|ormatlon on elstlng resources. A|ter contactlng a number o| lnstltutlons, tbey reallzeo tbat galnlng
access to elstlng materlal ls cballenglng, as lt ls usually protecteo by ownersblp rlgbts. Tbey were not able to
no a cobeslve resource llnk (or were not aware o| one) wbere tbey coulo bave |ouno ln|ormatlon on wbat
otber people bavlng been oolng ln otber countrles, wblcb tbey |elt woulo bave been belp|ul |or tbem. Anotber
cballenge tbey |ace ls to make tbe materlal more lnteractlve. Wblle brocbures, pocket guloes ano posters are
ln|ormatlve, tbe level o| unoerstanolng tenos to be mucb better wben lt ls conoucteo lnteractlvely.
GTZ ls also ln collaboratlon wltb tbe Mlnlstry o| Loucatlon to no ways ln wblcb tbey coulo oevelop subjects
on nanclal llteracy ln tbe blgb scbool currlcula, or perbaps even ln elementary scbool. Tbe government sees
key potentlal bere |or eoucatlng tbe baslcs o| nanclal llteracy.
Tbe plan |or lmplementlng tbe |uture eoucatlonal actlvltles ls to work wltb an lnternatlonal NGO ano to oe-
velop a tool-bo ano a tralnlng program, wblcb woulo conslst o| tralnlng tbe tralners to lmpart tbe eoucatlon
ln tbe communltles, as well as tralnlng tbe MF|. GTZ belleves tbat strengtbenlng botb segments ls etremely
lmportant. Tbe goal woulo be |or nanclal lnstltutlons to see nanclal eoucatlon as a key element to tbe value
o| tbelr prooucts ano not necessarlly sometblng wblcb ls separate. Tbe cballenges GTZ epects to |ace wben
lmplementlng tbe tralnlng program woulo be a lack o| epertlse ln some areas, ano bullolng up tbe capaclty
ln tbe lnstltutlons, but also on tbe tralners' level.
Tbe lntervlewee notes tbat lt ls ol|cult to evaluate wbat people get out o| tbe eoucatlonal programs, but
lmpact assessments were conoucteo about tbree montbs a|ter tbe roao sbows took place, ano tbose sboweo
tbat ln tbe MF|s tbere was an lncrease ln tbe number o| cllents ano tbat tbe cllents bao a |ar better unoer-
stanolng o| tbe prooucts lnvolveo. Tbls ooes not, bowever, relate olrectly wltb tbe mlcrolnsurance eoucatlon.
|n terms o| tbe prlnteo eoucatlonal materlal on mlcrolnsurance, GTZ ls olscusslng optlons |or M&L actlvltles
wltb tbelr mlcrolnsurance provloer partners to see bow tbey use tbe materlal ano wbat questlons tbey bave
wblcb coulo Now lnto tbe tool-bo. So |ar tbere ls not a clear M&L |ramework, but GTZ ls ln close contact
wltb tbelr partners to see bow valuable lt woulo be |or tbelr partners.
63
Groupe dEchange et de Recherch pour la promotion de la Mutualite
et de la micro Entreprise Benin
-----------------------------------------------
Interviewee: M. Orou Sabi Yo
GLPML (an NGO |ounoeo ln 2006) ls engageo ln tbe set-up o| bealtb mutuals across tbe network o| local
bealtb centers ln 8enln slnce 2008. Tbe organlzatlon bullos lts epertlse ln tbe elo o| lnsurance eoucatlon on
lts olrector's eperlence wltbln CLDH-8enln, a natlonal buman rlgbts eoucatlon organlzatlon.
Commun|t,
GLPML's target ls low- ano lrregular lncome segments ln botb urban ano rural areas, wltb a speclc |ocus on
tbe bealtb neeos o| women ano orpbans. Glven tbe weak level o| eoucatlon among tbe targeteo communltles
ano tbe very recent lntroouctlon o| mlcrolnsurance prooucts ln 8enln, tbe organlzatlon |aces a crltlcal lack
o| unoerstanolng o| concepts sucb as nanclal rlsk management, lnsurance, contrlbutlons ano contlngency
|unos. |nsurance eoucatlon actlvltles are almeo prlmarlly at posltlvely lmpactlng superstltlous belle|s llnkeo to
nanclng un|oreseeable epenolture |or bealtbcare, wblcb ls seen as lnausplclous.
Lducot|ono|7oo|s
GLPML bas oevelopeo a success|ul ano bollstlc communlty relay process tbrougb communlty |acllltators
present on tbe elo ano ln tbe bealtb centers. |nsurance eoucatlon actlvltles are planneo montb by montb ln
tbe communlty ln wblcb tbe mutual ls / wlll be set up. |nsurance eoucatlon actlvltles llke raolo broaocastlng ln
tbe local language on communlty raolos, publlc events wltb vloeo presentatlons, meetlngs ano oebates, traln-
lng o| mutual o|cers ano tbe communlty, etc. are aoapteo by mlcrolnsurance coorolnators to eacb target
communlty accorolng to tbe soclo-economlc |eatures ano locatlon (urban or rural).
Mlcrolnsurance coorolnators are tralneo ln-bouse on moblllzatlon tecbnlques ano are permanent gures o|
tbe bealtb mutuals. Tbey are supporteo ln tbelr work by tbe avallablllty o| manuals proouceo by tbe NGO.
Monltorlng ano evaluatlon actlvltles on tbe lnsurance eoucatlon program are carrleo out by eacb mutual on
a montbly basls as a part o| a bollstlc assessment ano revlew process o| tbe mutual. Tbls lncluoes meetlngs
o| tbe NGO wltb tbe mutual's General Assembly ano lts electeo o|cers. Tbe results ln|orm tbe cbolces ano
strategy on lnsurance eoucatlon ano tralnlng eacb mutual wlll take ln tbe |ollowlng montb. Lacb mutual bas a
oeolcateo commlttee ano uses paper-baseo processes ano stanoaro lnolcators oeneo by GLPML.
8eyono tbe low awareness levels o| tbe communlty, tbe maln cballenges eperlenceo by tbe organlzatlon are
nanclal restralnts maklng botb tbe sustalnablllty o| tbe mutuals ol|cult ano tbe optlon o| eternal consul-
tancles una||oroable, tbe lack o| partnersblp ano tralnlng opportunltles to tackle tbe coorolnator's lack o|
speclallst knowleoge ln contract ano rlsk lssues ln mlcrolnsurance also remalns a major constralnt.
64
Healing Fields India
-----------------------------------------
Interviewee: Mukti Bosco
Founoeo ln 2002, Heallng Flelos bas provloeo lnsurance coverage to over 65,000 lnolvlouals |rom low-lncome
communltles across |our states ln |nola. Tbls bas been oone ln partnersblp wltb over 50 bospltals ano 19
NGOs. Heallng Flelos currently works ln tbe elos o| ll|e, bealtb, crop, accloent ano property lnsurance. Ml-
crolnsurance ls tbelr core actlvlty. Heallng Flelos' mlcrolnsurance actlvltles were rolleo out a|ter two years o|
researcb on tbe nanclng patterns o| bealtb rlsks o| low-lncome communltles ln rural areas ano urban slums.
Commun|t,
Heallng Flelos works wltb a number o| low-lncome communltles ln |nola, wblcb tbey olvloe lnto tbree seg-
ments: rural, urban ano trlbal. Some communltles bave some knowleoge o| tbe concept o| lnsurance, wblle
otbers bave none. Tbe communltles Heallng Flelos work wltb bave no elstlng rlsk management tools (wltb
tbe eceptlon o| a |ew communltles wbo bao some |orms o| ln|ormal |uneral poollng practlces).
Lducot|ono|7oo|s
Heallng Flelos starts |rom tbe notlon tbat all eoucatlonal tools neeo to be customlzeo accorolng to tbe spe-
clc neeos o| tbe communltles. Tbelr eoucatlonal tools are oevelopeo wblle always keeplng tbe pollcy boloers'
neeos ln mlno, tbere|ore, tbey analyze tbe neeos o| tbe eno-user ln mucb oetall ln oroer to guarantee tbat
tbelr neeos are met.
Wben startlng an awareness creatlon program ln a communlty, Heallng Flelos rst conoucts a basellne survey
to unoerstano tbe speclc bealtb neeos, bealtb epenolture, ano unoerstanolng o| lnsurance ln tbe communlty.
Loucatlonal tools are tben conceptuallzeo baseo on tbe results o| tbe survey, as well as on |urtber olscusslons
wltb communlty members. Tbe speclc tools useo oepeno on tbe communlty. Tbelr port|ollo o| eoucatlonal
tools lncluoe: group olscusslons, PowerPolnt presentatlons, FAQ sesslons, posters, vloeos, songs, oances ano
tbeater.
Most o| tbelr eno beneclarles are members o| MF|s, NGOs ano/or C8Os. As Heallng Flelos works tbrougb
partnersblps wltb local organlzatlons, tbe rst target group |or awareness creatlon ls tbe leaoers o| tbese
groups, slnce tbey wlll be tbe ones olrectly lnvolveo ln runnlng tbe lnsurance scbemes (collectlng premlums,
etc).
Dl|cultles are |aceo at tbe lmplementatlon level o| tbe eoucatlonal tools, ratber tban at conceptuallzatlon
ano oeslgn stages. Tbe capaclty o| tbe partnerlng organlzatlons ls not always en palr wltb tbe epectatlons
(e.g. tbere mlgbt not be enougb skllleo sta|| or tbe prlorltles o| tbe organlzatlons cbange). Tbe lntervlewee
percelves tbe lack o| avallable |unolng cbannels |or capaclty bullolng ano awareness creatlon as one o| tbe
most slgnlcant problems ln tbe elo o| lnsurance eoucatlon.
Pre-tralnlng ano post-tralnlng tests measurlng tbe communltles' unoerstanolng o| tbe lnsurance program are
65
always conoucteo. Feeoback ls also gatbereo a|ter tbe tralnlngs to |urtber lmprove tbe tralnlng tools. Mock
sesslons on tralnlngs are conoucteo on a regular basls to |urtber evaluate tbem ano always wben a tralnlng
o| tralners ls starteo ln a new communlty. Tbe amount o| tbese tralnlngs oepenos on tbe sta|| ano tlme con-
stralns o| tbe partnerlng organlzatlons.
One o| tbe pllots was starteo by Heallng Flelos |our years ago, ourlng wblcb tbe prospectlve pollcy boloers
bao no prevlous knowleoge o| bealtb lnsurance. Tooay many o| tbe members o| tbls pllot program are renew-
lng premlums |or tbe tblro year ln a row, even tbougb tbey baven't bao any bealtb events requlrlng meolcal
attentlon ourlng tbat tlme.
66
Hollard Insurance South Africa
--------------------------------------------
Interviewee: Bipin Bhagwan
Hollaro |nsurance began o||erlng mlcrolnsurance prooucts to low-lncome markets ln response to a natlonal
leglslatlve requlrement. Tbey began an lnsurance eoucatlon program to complement lt. Tbey bave partnereo
up wltb a servlce provloer tbat conoucts tbe eoucatlon ln tbe communlty, ano tbls provloer bas oone prevlous
researcb on aoult tralnlng tecbnlques.
Commun|t,
Tbe target communltles o| tbls program are low-lncome communltles ln botb rural ano urban areas. Tbe
servlce provloer goes lnto pre-establlsbeo group meetlngs ano lnstructs tbe people alreaoy gatbereo ln tbese
places. Tbey |ace ol|cultles wltb tbe language barrler, a lack o| unoerstanolng o| lnsurance concepts, ano a lack
o| approprlate lnsurance prooucts.
Lducot|ono|7oo|s
Tbougb tbey traoltlonally useo a more general nanclal eoucatlon plan, tbey now bave a speclc lnsurance
eoucatlon program. Tbls conslsts o| worksbops ln wblcb tbey use plctures ano a conversatlonal map" o|
varlous ol||erent lnsurance scenarlos to teacb. Prevlously tbey useo regular lecture-style classroom teacblng,
but tbey bave |ouno tbls metboo to be more e||ectlve. Tbey also use tbeatre ano raolo aos as tools. Tbey
bave trleo to make tbe lnsurance eoucatlon program as general as posslble so tbat lt can apply to many ol|-
|erent klnos o| lnsurance, lncluolng klnos not o||ereo by tbe company. Tbey |ace cballenges wltb |unolng tbe
program at tbe moment.
Tbey are unable to conouct monltorlng ano evaluatlon at tbe moment because tbey oo not bave tbe |unolng,
but lt ls sometblng tbey woulo llke to oo ln tbe |uture.
67
MetLife USA
------------------------------------------
Interviewee: Felipe Botero
MetLl|e ls tbe largest ll|e lnsurance company ln tbe US ano tbe top lnsurer ln tbe worlo. Tbey bave been ln
buslness |or over 140 years. MetLl|e's orlgln ano maln strategy came |rom tbelr loentlty as an lnsurance com-
pany |or tbe worklng class ln Amerlca tbat solo very cbeap lnsurance to laborers. Tbey bave now mlgrateo
up tbe wealtb scale, but nevertbeless malntaln a strong presence ln tbe low to mooerate lncome market.
Tbey bave also epanoeo by oeveloplng prooucts, lncluolng mlcro lnsurance prooucts, |or low-lncome groups
ln oeveloplng countrles. MetLl|e typlcally ooes not present tbe rst lnsurance optlons ln tbese areas, but lt
epanos lnsurance avallablllty.
|nsurance eoucatlon ls a core value o| tbe company, ano one o| tbe plllars o| tbelr buslness. Tbey bave ln-
vesteo ln eoucatlon tbrougbout tbe ll|e o| tbe company because tbey belleve tbat an ln|ormeo customer ls
a better customer. Tbey bave a number o| ol||erent eoucatlon lnltlatlves, wblcb lncluoe lnsurance eoucatlon,
but also bealtb/ll|estyle eoucatlon, wblcb lmproves tbelr unoerwrltlng eperlence, ls belp|ul |or cllents, ano
lncreases protablllty.
Commun|t,
MetLl|e was one o| |ew organlzatlons to respono ln tbe survey tbat tbey bave reacbeo over two mllllon
people wltb eoucatlon e||orts. Tbese numbers bave been reacbeo over tbe last 10 years, ano a gooo portlon
o| tbls number comes |rom low-lncome communltles ln oeveloplng countrles, tbougb tbe lntervlewee coulo
not provloe a breakoown o| wblcb percentages o| tbe numbers came |rom wblcb countrles. Tbe two mllllon
eoucateo ls probably an estlmate put togetber by tbe sales team, but lt lsn't tbe number o| sales maoe, but
ratber an estlmate tbat ls maoe by worklng backwaro |rom tbe number o| sales maoe. Tbe number lncluoes
people eoucateo by mass meola ano classroom-style tralnlng, plus customers. Tbe lntervlewee coulo not say
bow many |rom tbe two mllllon coulo be accounteo |or by people wbo were reacbeo solely by mass meola or
marketlng campalgns. Somewbere between 20 ano 50 percent o| people reacbeo by tbelr lnsurance eouca-
tlon eno up buylng a proouct |rom MetLl|e.
Lducot|ono|7oo|s
Tbe Ll|e Aovlce lnltlatlve o| MetLl|e utlllzes a set o| brocbures tbat oeal wltb ol||erent ll|e events ano bow ln-
surance can belp manage tbe rlsks lnvolveo wltb tbese events. Tbese are not proouct-speclc, but ratber are
general eoucatlonal materlals oevelopeo by lnoepenoent sources tbat are blreo by tbe company. MetLl|e bas
also partnereo wltb Sesame Street to create worksbops tbat promote gooo bealtb bablts, wblcb tbe MetLl|e
Founoatlon supports wltb grants to grow tbe program. Tbe MetLl|e Founoatlon ls an organlzatlon tbat pro-
vloes lnvestments to non-prots tbat promote bealtb, eoucatlon, art ano culture.
Tbe lntervlewee also lnslsts tbat lnsurance eoucatlon ls bullt lnto tbe wbole sales process, tbrougb |ace to
|ace lnteractlon between lnolvloual lnsurers ano potentlal customers. Tbougb MetLl|e uses mass meola to
lncrease awareness among low-lncome populatlons, tbey put a blgber value on eoucatlon materlals tbat are
oeslgneo |or use tbrougb tbe olstrlbutlon cbannels. Many o| tbese materlals are also proouct-neutral, ano
tbey are put togetber by a cross-olsclpllneo team, uslng botb prlmary ano seconoary researcb results. Tbese
68
programs vary oepenolng on tbe country ano tbe speclc prooucts o||ereo ln tbe area, but eoucatlon pro-
grams are not talloreo |or eacb communlty.
MetLl|e practlces tralnlng o| tbe tralners by teacblng all sales sta||, managers ano wbolesalers to oellver tbe
same conslstent messages to customers ano potentlal customers. Lmployees make up a large part o| tbe
lnsurance eoucatlon tbat MetLl|e conoucts. Wbolesalers must also traln partner MF|s ln oroer to ensure
better results ano more protable buslness. Tbey also play some part ln tralnlng meola ano pollcy makers.
|n tbese eoucatlon lnltlatlves, MetLl|e uses brocbures, Web sltes, Tv, raolo ano |ace-to-|ace lnteractlon. Wltb
sucb a wloe reacb spannlng many countrles ano many ol||erent lnltlatlves, lt ls unoerstanoable tbat tbe lnter-
vlewee struggleo to provloe very speclc ln|ormatlon about eacb program, but tbese are eamples tbat be
was able to provloe.
MetLl|e monltors all lts sales cbannels ano ooes auolts tbrougb management teams. Tbls ls an ongolng pro-
cess tbat belps tbem keep track o| numbers ano progress.
69
0LFURQDQFH2SSRUWXQLWLHV86$
-----------------------------------------------
Interviewee: Monique Cohen
Mlcronance Opportunltles bas a global nanclal eoucatlon program, wblcb ls targeteo at low-lncome bouse-
bolos ln oeveloplng countrles, ano tbls lncluoes a mooule on managlng rlsk ano mlcro lnsurance. Tbe goal ls
tbat people ln low-lncome communltles wlll correctly assess tbe value proposltlon |or tbem ano concluoe
tbat lt ls a valuable proouct. Tbey o||er tralnlng o| tralners |or eltber prlvate cllents (brokers, assoclatlons,
lnsurance provloers) or tbey conouct tbe tralnlng ln a partlcular reglon ano lnvlte people |rom all over tbe
area to come ano partlclpate.
Commun|t,
Tbelr cllents ano tbelr cllents' neeos vary greatly, so tbelr epertlse eventually reacbes people |rom all
klnos o| ol||erent low-lncome communltles arouno tbe worlo. Mlcronance Opportunltles began lts lnsur-
ance eoucatlon program by evaluatlng tbe oemano |or lnsurance tbrougb stuoles tbey conoucteo. Tbrougb
tbese stuoles, tbey became aware o| bow llttle people really unoerstooo about lnsurance ano bow llttle tbey
tbougbt about managlng rlsks ln a proactlve way. Tbelr approacb tenoeo to be entlrely reactlve. Tbere|ore,
tbe organlzatlon |ouno tbe neeo to start a program llke tbls.
Lducot|ono|7oo|s
Tbe organlzatlon ls not lnvolveo wltb olstrlbutlon o| tralnlng materlals, but tbey oo all klnos o| varlatlons on
tbelr work wltb tralnlng tbe tralners. Typlcally, tbe process lncluoes rst conouctlng market researcb to oe-
termlne tbe prlorltles o| tbe target populatlon, ano tben aoaptlng tbelr generlc proouct |or tbe approprlate
contet. Sometlmes tbey are requlreo to oeslgn more eoucatlon tools, oepenolng on tbe neeos o| tbe cllents.
Tbey also conouct monltorlng ano evaluatlon, botb |or tbelr own work, ano |or tbelr cllents' programs. |t
ls a very compllcateo process, measurlng outreacb, outcomes ano lmpact. Tbey track tbelr own monltorlng
ano evaluatlon every sl montbs, ano tbey try to stay ln toucb wltb tbelr cllents so tbat tbey can get a lot o|
|eeoback over tlme.
70
Micro Insurance Academy (MIA) India
-----------------------------------------------
Interviewee: Ralf Radermacher
Tbe Mlcro |nsurance Acaoemy ls a tecbnlcal servlce provloer |or communlty-baseo lnsurance ano tbe largest
mlcrolnsurance resource center globally. Tbrougb collaboratlon wltb local partners tbat bave close tles wltb
tbelr communltles usually MF|s, NGOs or cooperatlves M|A ls able to work wltb tbese local communltles
to create a mutual lnsurance scbeme, tbe speclcs o| wblcb bave been partlally oetermlneo by members o|
tbe communlty. Tbe communlty takes ownersblp o| tbe lnsurance scbeme ano ls responslble |or tbe opera-
tlon o| lt, wltb tbe belp o| tbe local MF| / NGO, wblcb acts as a promoter ano enabler.
Tbe Mlcro |nsurance Acaoemy also bas varlous lnsurance eoucatlon programs, botb ln connectlon wltb lts
work ln alolng tbe launcb o| grassroots mlcrolnsurance scbemes ano lnoepenoent o| lt.
Commun|t,
Tbe Mlcro |nsurance Acaoemy collaborates wltb organlzatlons baseo ln rural communltles o| Asla. 8ecause
tbe mooel tbey bave oevelopeo empowers poor communltles to access ano manage nanclal rlsks tbrougb
talloreo lnsurance solutlons tbat matcb tbe communlty members' neeos ano ablllty to pay, tbe organlzatlon
|acllltates prellmlnary researcb prlor to oeslgnlng tbe lnsurance program, as well as eoucatlonal tools ano
tralnlng materlals. Tbls ls oone tbrougb basellne ano enollne surveys, wblcb lncluoe qualltatlve ano quantlta-
tlve components.
Lducot|ono|7oo|s
Prlor to lmplementlng tbe lnsurance scbemes, tbe Mlcro |nsurance Acaoemy conoucts Awareness Worksbops
wltb representatlves o| tbe MF| / NGO ano o| tbe communlty. |n tbese worksbops, partlclpants create lnsur-
ance eoucatlon tools ano loentl|y oellvery cbannels ano potentlal |acllltators.
An eample o| a tool useo to engage tbe communlty ln tbe lnsurance oevelopment process ls CHAT: Cboos-
lng Healtbplans All Togetber. Tbrougb tbls process, tbe benets optlons are presenteo to tbe communlty ln
a worksbop settlng, ano tbe communlty bas tbe opportunlty to matcb lts pre|erences to tbe rlgbt benet
package. Tbe communlty must tben make a |ormal oeclslon to joln tbe scbeme.
Tbey also must conouct a tralnlng o| tbe grouno structure wltb tbose wbo wlll be ln cbarge o| governance ano
aomlnlstratlon o| tbe scbeme. Tbls ls oone tbrougb multlple tralnlng sesslons ln tbe communlty, ano lt covers
tbe Management |n|ormatlon System ano otber |unctlons o| mlcrolnsurance. Healtbcare provloers are also
sometlmes eoucateo uslng tbls system.
M|A also conoucts tralnlng o| tralners (communlty |acllltators) |or tbe awareness campalgns. Tbese are calleo
Facllltator Tralnlngs |or Awareness Campalgn. Tbe |acllltators learn to apply tbe tools aoapteo ln tbe Aware-
ness Worksbop ano a oetalleo roaomap o| progresslon ls oevelopeo, wblcb ls monltoreo by tbe NGO / MF|.
A|ter tbls ls complete, tbe awareness campalgn ls lmplementeo ln tbe elo ano prospectlve members are
|amlllarlzeo wltb tbe value proposltlon o| lnsurance ln a program o| two montbs.
71
Tbe Mlcro |nsurance Acaoemy's researcb (ano notably tbe 8asellnes stuoles lt conoucts prlor to launcblng
lnsurance eoucatlon actlvltles) provloes a sollo basls |or monltorlng ano evaluatlon actlvltles. |n aooltlon, tbe
M|A bas a Process Mapplng ano Documentatlon (PMD) process wblcb entalls proouclng oetalleo Operatlng
|nstructlons", complete wltb guloellnes, cbeckllsts, tlmellne etc. ano all supportlng oocumentatlon neeoeo.
Apart |rom tbe obvlous benets o| PMD ln maklng tbe mooel more robust ano conslstent, tbls eerclse also
guloes new sta|| ano all stakeboloers tbrougb tbe comple, multl-stage rollout process wltb tbe benet o|
trleo-&-testeo eperlence. PMD tbus enbances transparency ano clarlty o| wbat tbe M|A ooes (botb wltbln
M|A ano wltb partner NGOs), ano acts as a contlnuous lmprovement" mecbanlsm |or tbe M|A's oellvery o|
lnsurance eoucatlon.
72
Nacional Vida Seguros de Personas, S.A. Bolivia
---------------------------------------------------
,QWHUYLHZHH/XLV)HUQDQGR/RSH]
Naclonal vloa ls an lnsurance company tbat sells lnsurance prooucts to people |rom all ol||erent socloeco-
nomlc levels ln 8ollvla, wblcb lncluoes a mlcrolnsurance proouct oeslgneo |or tbe lowest classes. Four years
ago, tbey began worklng ln lnsurance eoucatlon, as botb a marketlng strategy to promote tbelr company ano
an e||ort to eoucate generally about lnsurance. Accorolng to tbe survey tbey conoucteo, 80 percent o| 8o-
llvlans are uneoucateo or mlsln|ormeo about lnsurance. Tbey consloer lnsurance eoucatlon to be gooo |or
tbe company, but also |or tbe people o| 8ollvla. Tbey bave set a goal to become a company tbat ls renowneo
arouno 8ollvla wltbln tbe net 10 years, ano wlll use strateglcally oeslgneo ano aggresslve lnsurance eoucatlon
campalgns to acbleve tbls.
Commun|t,
Tbe company serves all socloeconomlc levels, especlally mloole ano lower classes ln 8ollvla.
Lducot|ono|7oo|s
Naclonal vloa targets tbe mloole ano lower classes ln tbelr eoucatlon campalgns ano uses two maln outlets
to olsperse lnsurance ln|ormatlon. Tbey bave 300 agents statloneo arouno 8ollvla wbo are cbargeo wltb sell-
lng lnsurance prooucts, but also wltb eoucatlng local people about lnsurance. Tbey bave also lmplementeo
natlon-wloe raolo campalgns, wblcb bave proven to be e||ectlve |or tbem. Naclonal vloa oeslgns lts own raolo
aos ano teacblng materlals. To oo tbls, tbey rst prepare by conouctlng market stuoles on publlc perceptlons
o| lnsurance, ano tben tbey oecloe on tbe oeslreo range o| tbe campalgn, tbe central message ano tbe manner
o| olstrlbutlon.
Tbe company ooes not currently use monltorlng ano evaluatlon, but tbey look at sales be|ore ano a|ter eouca-
tlon campalgns as an lnolcator o| success.
73
North West Special FuHnd for ealth Cameroon
--------------------------------------------------------
Interviewee: Mildred Kongla Njamnsi
Tbls ls a reglonal organlzatlon tbat was lnltlateo ln 2004. Tbe mlcrolnsurance lnltlatlve starteo ln 2007. As a
contrlbutlng e||ort to tbelr work |or tbe aovancement o| tbe people o| Cameroon, tbls program tbat provloes
quallty bealtbcare bas become one o| tbe prlorltles o| tbe organlzatlon. Accorolng to tbe lntervlewee, many
people oo not bave access to quallty bealtb care ano tbey stlll llve on traoltlonal bealtb care systems ano
meolclnes. Wben a local councll presenteo a ve-year strateglc plan ln a traoe |alr to a oonor organlzatlon
(GTZ), lt caugbt attentlon. Funos were approveo to carry out tbe |easlblllty stuoles ano tbe new concept o|
mlcrolnsurance was taken up.
Commun|t,
Tbe communlty ls malnly rural, ano tbey teno to bave |ew avenues o| employment ano lrregular sources o| ln-
come. Tbe organlzatlon strongly |eels tbat sensltlzatlon ls requlreo ln tbls new concept, ano people neeo to be
moblllzeo on tbe benets ano lmportance o| bealtb lnsurance. Tbe maln problem tbat lmpeoes ln tbe e||orts
ls tbe lack o| attltuoe ano awareness on lnsurance eoucatlon. Slnce tbere ls no law on lnsurance eoucatlon
ano aoequate bealtb servlces are not provloeo by tbe government, tbese servlces are not consloereo a rlgbt
o| tbe people. Tbe organlzatlon |aces ol|cultles wltb aoverse selectlon ano lrregular lnsurance payments |rom
partlclpants, wblcb ls probably oue to cllents' lrregular lncome. However, wltb tbe lnterventlon o| tbe NGO,
people bave starteo to recognlze tbe benets o| mlcrolnsurance ano to partlclpate actlvely ln lt.
Lducot|ono|7oo|s
Tbe organlzatlon works to eoucate partlclpants on tbe prlorlty o| some lnvestments over otbers, especlally
wltb sucb llmlteo lncome. Tbe tralnlng materlals tbey use vary accorolng to tbe awareness level o| tbe par-
tlclpants. Tbere are llllterate ano llterate populatlons. Tralnlng materlals are tbus oeslgneo on a neeo-baseo
approacb to sult ol||erent klnos o| auolence. Tbey are prepareo botb ln local olalects ano also ln Lngllsb. Un-
oerstanolng tbls ol||erence, tbe NGO prepares posters, Nlers, raolo messages ano songs |or tbem, wblle |or
tbe llterate communlty, journals ano newsletters are olstrlbuteo to ensure complete lncluslon o| all. Tbey also
make sure to use regular |ollow-ups, one-to-one contact ano group olscusslons to lmpart tbe messages. Tbere
are varlous oellvery cbannels useo at places llke cburcbes ano mosques, wblcb are seen as places o| solloarlty.
Tbe market place ls also targeteo, uslng tbe traoltlonal metboo o| tbe 'gong' to collect people.
74
MIAN / Nyenrode Business Universiteit The Netherlands
-----------------------------------------
Interviewee: Toon Bullens
Tbe lntervlewee bas o|ten been approacbeo by oevelopment economlsts to belp tbem oeal wltb eltber eco-
nomlcal or soclal rlsk relateo problems, wblcb eventually leo blm to work ln mlcrolnsurance. Hls current post
at tbe Nyenrooe 8uslness Unlversltelt ls |alrly recent, prlor to tbls be bas galneo a wealtb o| eperlence ln tbe
elo o| tbe cooperatlve nanclal sector. Tbe |ocus o| tbe lntervlew was on tbe work o| tbe Mlcro |nsurance
Assoclatlon (M|AN), wblcb bas collaborateo on lnsurance eoucatlon projects wltb NGOs ano mlcronance
lnstltutlons ln |nola, Srl Lanka, Tanzanla, etc.
M|AN always acts as a consultant, tbe olrectlon o| tbe project ls always ln tbe banos o| local organlzatlons,
sucb as mlcronance lnstltutlons. Funolng ls also tbe responslblllty o| tbe partner organlzatlons. M|AN ooes
not seek |unolng on lts eoucatlonal aspects lnoepenoently. Tbe partner organlzatlons worklng ln tbe elo o|-
ten recelve |unolng |rom large oevelopment organlzatlons sucb as O|am Novlb (Dutcb O|am) to conouct
lnsurance eoucatlon.
Commun|t,
As an assoclatlon o| cooperatlve lnsurers, M|AN's lnterest ls to get tbe wbole soclety lnvolveo ln a bollstlc co-
operatlve |ramework, bence no speclc target communlty can be loentleo (altbougb ln oeveloplng countrles
tbe communltles tbey work wltb, ln collaboratlon wltb local organlzatlons, usually conslst o| tbe low-lncome
strata).
Lducot|ono|7oo|s
Tbe courses tbe Dutcb Assoclatlon o| Cooperatlve |nsurers organlzes are geareo mostly towaros lnterme-
olarles (e.g. soclal workers, elo workers, management ano sta|| o| local NGOs ano mlcronance lnstltutlons
etc). Tbe maln alm ls to create awareness about tbe |unctlonlng o| nanclal servlces, namely mlcrolnsurance.
Tbey also empbaslze tbe |act tbat mlcrolnsurance sboulo not be portrayeo only as a rlsk management tool
|or tbe poor, but also as an lnstrument tbat allows |or nanclal securlty to collect |unolng |or long term ln-
vestments.
Tbe course ls baseo arouno a tralnlng manual. Otber tools M|AN bas proouceo ln collaboratlon wltb local
organlzatlons to support tbe tralnlng manual lncluoe a (8ollywooo style) lm ln |nola, cartoons ln Tanzanla
ano street plays ln Srl Lanka.
Deslgn o| tbese tools ls baseo on a mooel wbere tbe long term eperlence ano lessons learneo |rom oevel-
oplng countrles o| cooperatlve lnsurance scbemes are comblneo wltb tbe speclc cultural lnput |rom local
NGO ano mlcronance lnstltutlons. Tbe oeslgn ls always oone ln close collaboratlon wltb tbe target groups.
Prlor to startlng a tralnlng course, tbe target group woulo be consulteo ln oroer to unoerstano tbe speclc
cballenges tbey |ace ano to oocument tbe alreaoy elstlng knowleoge. Tbls serves as tbe basls |or loentl|y-
lng tbe gap between tbe knowleoge tbe communlty alreaoy bas regarolng lnsurance ano wbat neeos to be
|urtber oevelopeo. Tbere|ore, tbe M|AN woulo never unoertake a project ln wblcb tbey woulo be tbe sole
booy oeslgnlng tbe eoucatlonal tools. All programs are conoucteo ln collaboratlon wltb local stakeboloers, be
lt tbrougb tralnlng o| tralners, or etenslve olalogue wltb tbe partner organlzatlons be|ore lnltlatlng a tralnlng
75
process.
Tbe lntervlewee notes tbat glven tbe early stage o| oevelopment o| mlcrolnsurance eoucatlon tools, tbere ls
potentlal |or more work on tbe elo, ano |urtber sbarlng o| ln|ormatlon regarolng tbls woulo be welcome.
M|AN places blgb lmportance on monltorlng ano evaluatlon. Tbe process ls mostly conoucteo tbrougb evalu-
atlon |orms ano ln-oeptb questlonnalres ano lntervlews. At M|AN tbere ls a team |ocuseo on evaluatlng tbe
tralnlngs.
76
ParaLife Colombia, S.A. Colombia
--------------------------------------------
Interviewee: Alfonso Ponton
ParaLl|e ls an organlzatlon oeolcateo to nanclal protectlon |or low-lncome |amllles ano |amllles o| tbe ols-
ableo. |t oeslgns ano sells lnsurance prooucts |or tbese groups tbat atteno to tbelr speclc neeos. ParaLl|e
ls a multlnatlonal company wbose blggest brancb ls locateo ln Melco, ano tbelr secono blggest brancb ls tbe
Colombla brancb tbat partlclpateo.
Commun|t,
ParaLl|e works tbrougb otber entltles tbat group target cllents togetber, ano use tbe opportunlty to conouct
tralnlng. Tbese entltles can lncluoe cburcbes, NGOs, sports groups, MF|s, organlzatlons, etc. Tbey work wltb
botb rural ano urban cllents, ano ln some cases tbe communlty alreaoy bas some access to lnsurance, es-
peclally lnsurance on creolt. Many MF|s bao alreaoy bao eperlence wltb lnsurance, but ParaLl|e's goal ls to
lmprove tbelr eperlence, ano tbus tbelr oplnlon o| lnsurance.
Lducot|ono|7oo|s
ParaLl|e belleves tbat tbe lnsurance lnoustry bas oeslgneo tools baseo on mooern ll|e ano a transactlon cul-
ture" tbat ooes not work well wltb tbe lower rungs o| tbe nanclal pyramlo. ATMs ano electronlc systems
are baro to aoapt to low-lncome communltles, but also mucb o| tbe process ls meant |or people wbo alreaoy
bave some unoerstanolng o| nanclal systems. ParaLl|e strlves to make sure tbat all cllents bave a posltlve
eperlence wltb slmple ano |ast lnsurance transactlons, ln oroer to |oster a gooo lnsurance culture ln low-
lncome communltles.
ParaLl|e conoucts tralnlngs wltb tbe people ln cbarge o| tbe grouplng entltles (cburcb leaoers, MF| leaoers,
etc.) ano tbese are tbe people wbo actually practlce lnsurance eoucatlon wltb tbe low-lncome communltles.
For eample, ln tbe case o| an MF|, tbe same person wbo teacbes people about tbe MF|'s otber prooucts
wlll eoucate about mlcrolnsurance as well. ParaLl|e slmply tralns tbe tralners. Tbey seloom conouct tralnlng
olrectly ln tbe communlty, but tbey oo o|ten partlclpate ln |orums ano semlnars wltb otbers o| tbe lnsurance
worlo. Tbe tralners' work lnvolves not only teacblng about lnsurance, but more broaoly, about general nan-
clal plannlng. Tbls ls baseo on tbe loea tbat everyone sboulo preolct tbelr nanclal bebavlor ln tbe |uture baseo
on |our |actors tbat olctate spenolng: consumptlon, protectlon, savlngs, ano taes. Tbe protectlon" aspect o|
a bousebolo spenolng ls bow tbey approacb lnsurance ln tbelr eoucatlon. Tbey o|ten use games ano presenta-
tlons to teacb people, but tbe tralnlng ls oeslgneo on a case by case basls at tbe moment.
Tbelr tralnlng ls geareo towaro a success|ul buslness transactlon, so tbey oon't really practlce monltorlng ano
evaluatlon, ratber tbey later evaluate wbo bougbt ano wbo olon't.
77
Quadrant Consultants Ltd India
----------------------------------------
,QWHUYLHZHH$UPDQ2]D
Tbe lntervlewee bas a backgrouno o| nearly 20 years ln varlous lnsurance organlzatlons ln |nola ln tbe elos o|
rlsk management, mlcrolnsurance ano tralnlng. Currently, be works as an lnoepenoent consultant at Quaorant
Consultants Lto.
Commun|t,
Tbe lntervlewee o||ers consumer eoucatlon regaroless o| socloeconomlc stanolng. He argues tbat blzarre
parameters |or maklng oeclslons regarolng tbe cbolce o| lnsurance pollcles occur ln all segments o| soclety
ln |nola, bence, be ooes not wlsb to |ocus on partlcular communltles. Tralnlng ls provloeo to lnsurance agents,
consumers ano corporate cllents.
Tbrougb Quaorant Consultants Lto, tbe lntervlewee reacbes out to people wbo are lnteresteo ln lnsurance
pollcles, but oo not bave su|clent knowleoge o| tbe concept o| lnsurance to make tbe loeal cbolce. He be-
lleves tbat tbe lack o| a clear unoerstanolng o| tbe concept o| lnsurance ls malnly oue to people's contacts
wltb agents tbat pltcb a partlcular lnsurance proouct ano |ocus on blgbly oetalleo ln|ormatlon, wblle tbe pro-
spectlve customers are lacklng tbe baslc unoerstanolng on wblcb to bullo tbe neeoeo knowleoge.
Tbe lntervlewee ls assoclateo wltb number o| consumer organlzatlons ano keeps comlng across complalnts
regarolng mls-selllng, oeclent clalms servlces ano otber |rauoulent actlvltles ln tbe lnsurance elo. He be-
lleves ln promotlng tbe concept tbat an ln|ormeo consumer ls ln tbe lnterests o| everyone, not just on tbe
oemano sloe but also on tbe supply sloe. A consumer |ully comprebenolng tbe concept o| lnsurance ls llkely
to subscrlbe |or more pollcles. He also empbaslzes tbat an ln|ormeo consumer ls always an opportunlty |or
lnsurance companles, ano not a tbreat.
Lducot|ono|7oo|s
Tbe lntervlewee bas oevelopeo content |or e-learnlng provloers on bealtb lnsurance, ll|e lnsurance, mlcroln-
surance ano rlsk management. As a consultant, be bas oevelopeo large numbers o| presentatlons ano wrltten
journal artlcles ln tbe elo o| rlsk management over tbe years.
He ls ln tbe process o| constructlng a webslte, wblcb wlll serve as a comprebenslve guloe |or cbooslng lnsur-
ance pollcles. 8esloes baslc content on rlsk management, tbe webslte wlll lncluoe an lnqulry sectlon, wbere
lnqulrles regarolng lnsurance pollcles wlll be answereo |ree o| cbarge wltbln 48 bours. Tbls ls ol||erent |rom
otber elstlng web plat|orms ln |nola, wblcb are operateo by lntermeolarles o| lnsurance companles. Tbe proj-
ect ls currently sel|-|unoeo, but once tbe ln|ormatlon bas been uploaoeo ano tbe webslte ls |unctlonal, be wlll
look |or prospectlve |unolng booles. Currently, tbe lntervlewee ls also ln tbe process o| preparlng a booklet
|or a consumer organlzatlon. |t wlll take tbe sbape o| a slmple language guloe, |ocuslng on tbe oo's ano oont's"
o| cbooslng a sultable lnsurance pollcy.
He bas no systematlc metboo |or oeslgnlng tbe eoucatlonal tools, lt oepenos entlrely on tbe target auolence.
So |ar, tbe eoucatlonal materlal bas been olstrlbuteo ano lmplementeo tbrougb partner organlzatlons tbat
78
bave access to tbe speclc markets. As a consultant, be bas llttle olrect contact wltb tbe communltles.mTbe
largest ol|culty be percelves ln bls elo o| work lles ln carrylng tbe lnsurance eoucatlon materlal to tbe
consumers ln large volumes, as elstlng support plat|orms are eltber owneo or sponsoreo by tbe supply-sloe
actors, ano tbe ln|ormatlon ls lnberently one-sloeo.
Wblle be recognlzes tbe lmportance o| monltorlng ano evaluatlon actlvltles, tbe lntervlewee percelves lt as a
ol|cult enoeavor, oue to tbe ln|ormal settlng o| tbe tralnlngs Quaorant Consultants Lto organlzes. Anotber
ol|culty be percelves ls tbat be bas no olrect contact wltb tbe eno-users o| tbe prooucts be provloes traln-
lngs |or, wblcb |urtber compllcates monltorlng ano evaluatlon.
79
Royal Insurance Corporation of Bhutan Ltd Bhutan
----------------------------------------------
,QWHUYLHZHH.H]DQJ:DQJPR
Poyal |nsurance Corporatlon o| 8butan Lto was establlsbeo ln 1975, ano lt ls tbe only lnsurance company ln
8butan. Tbelr lnsurance port|ollo ls |alrly large, coverlng all tbe stanoaro pollcles tbat larger lnsurance com-
panles o||er.
Commun|t, Prof|e
8elng tbe only lnsurance company, Poyal |nsurance Corporatlon o| 8butan targets tbe wbole populatlon,
bowever, tbere are a number o| ol||erent pollcles tbat are targeteo at ol||erent communltles. |nsurance ls stlll a
|alrly new concept ln 8butan, so as part o| tbelr operatlons Poyal |nsurance Corporatlon o| 8butan conoucts
tralnlng on lnsurance, wblcb tbey recognlze as a prerequlslte |or etenolng tbelr buslness.
Lducot|ono|7oo|s
|nsurance eoucatlon ls oone mostly tbrougb botb auolo ano vlsual aovertlsements, semlnars ano worksbops.
Agents are also tralneo, ano tbey travel arouno tbe vlllages eoucatlng communltles about tbe prooucts tbey
o||er. Deslgn o| tbe eoucatlon tools ls oone by tbe marketlng oepartment, wblcb looks lnto tbe neeos o| tbe
market ano plans tbe eoucatlonal tools accorolngly. Tbe lntervlewee loentles a lack o| tecbnlcal skllls as tbe
maln problem tbey |ace ln oeveloplng tools. Most employees are recent graouates wltb very llttle eperlence
ln lnsurance. Accorolng to tbe lntervlewee, as a small oeveloplng natlon, 8butan ooes not bave tbe requlreo
capaclty |or a creatlng a systematlc lnsurance eoucatlon programme. Tbe Poyal |nsurance Corporatlon o|
8butan ls to some oegree oepenoent on |orelgn (partlcularly |nolan) epertlse ano asslstance. Sbe recognlzes
tbat tbere must be a number o| better eoucatlonal tools ano materlal |or lnsurance eoucatlon avallable.
Tbere ls no systematlc way o| conouctlng tralnlngs. Sometlmes tbelr own sta|| conoucts tralnlng, sometlmes
tbey traln eternal agents to conouct tralnlngs, ano sometlmes tbey seek out asslstance |rom |orelgn eperts
(mostly |nolans). Tbe lntervlewee empbaslzes tbat tbe lnsurance eoucatlon ls oone on an ao-boc basls, ano
tbere ooes not elst a structureo culture o| conouctlng eoucatlon.
At tbe eno o| tbe year, a customer survey unlt senos all tbe customers a survey tbat lncluoes questlons
regarolng tbe prooucts tbat Poyal |nsurance Corporatlon o| 8butan o||ers tbem. Tbe oata ls analyzeo, ano
cbanges are maoe to tbe prooucts accorolng to tbe neeos o| tbe customers.
80
Services d'Appui aux Initiatives Locales de Developpement
Cameroon
-----------------------------------------
Interviewee: Mlle. Nouke
SA|LD ls an NGO wltb 20-plus years o| eperlence ln rural Cameroon. Tbe lntervlewee re|erreo to tbe ac-
tlvltles o| SA|LD ln tbe Western provlnces o| Cameroon only, wbere tbe organlzatlon ls engageo ln settlng up
ano supportlng communlty-baseo bealtb lnsurance scbemes.
Commun|t,
|n West Cameroon, SA|LD works ecluslvely ln rural areas ln communltles oeolcateo to agrlculture. Tbe
llteracy rate ln tbe populatlon ls 97 percent, but tbe level o| eoucatlon remalns low. |nsurance ln tbe area ls
stlll a new proouct, ano people are not aware o| lts worklngs or tbe potentlal lmpact lt bas on tbe way tbey
manage nanclal rlsk.
Lducot|ono|7oo|s
Tbe actlvltles o| SA|LD as a support structure to C8H| lncluoe carrylng out a |easlblllty stuoy at tbe outset,
launcblng olrect bealtb tralnlng programs ln tbe communlty, settlng up a communlty o|ce, ano tbe monltor-
lng, evaluatlon ano ongolng support o| tbe C8H|. Tbe mlnlmum number o| beneclarles neeoeo to run tbe
C8H| ls typlcally set to 1000. Sectlons o| tbe target communlty are lnvolveo at every stage o| tbe process,
startlng wltb a meetlng wltb local leaoers, traoltlonal autborltles ano tbe major o| tbe vlllage.
SA|LD's maln oellvery cbannels o| lnsurance eoucatlon are vloeo projectlons, worksbops ano publlc aware-
ness meetlngs. |ts most success|ul lnsurance eoucatlon tools are a quarterly journal (la vol ou Paysan) on
rural lssues ano PowerPolnt presentatlons sbown ln publlc awareness events on bolloays, wblcb gatber 400
to 500 partlclpants on average.
SA|LD bas a |our-person tralnlng team, ano eacb tralner ls ln cbarge o| ve to sl C8H| scbemes. Lacb tralner
vlslts bls/ber vlllages twlce a montb, ano tbe supervlsor vlslts tbe vlllages once a montb. Lacb vlslt ls prepareo
at tbe beao o|ce, ano lssues o| tralnlng, tecbnlcal support or evaluatlon neeos are olscusseo ln aovance.
SA|LD ooes not use any eternal tralnlng epertlse.
M&L actlvltles are carrleo out montbly by eacb scbeme on lnternally-oevelopeo paper-baseo tools. SA|LD
collects montbly M&L |orms ano analyzes ownersblp o| tbe program, lts outreacb, trenos ln membersblp
composltlon, level o| satls|actlon ano tbe nanclal oata avallable. Yearly comprebenslve M&L ls carrleo out by
tbe General Assembly o| tbe scbeme.
Tbe maln constralnts tbe organlzatlon |aces are ol|cultles ln securlng lnternatlonal partnersblps, a lack o|
buman resources (partlcularly tralneo |acllltators at tbe local level) ano llmlteo |unos.
81
Socit Ivorienne de Gestion d'Expertise et de Management
(SIGEM) Cote d'Ivoire
-----------------------------------------------
Interviewee: Brahima Traore
S|GLM ls a prlvate consultant tbat o||ers tecbnlcal support to tbe set-up ano management o| mlcro bealtb ln-
surance scbemes ln prlvate envlronments slnce 2000. S|GLM carrles out |easlblllty stuoles ano system oeslgn,
ano supports tbe aomlnlstratlon ano management o| sucb scbemes tbrougb tralnlng ano ongolng support.
Commun|t,
S|GLM targets only tbe |ormal sector ln urban areas l.e. enterprlses ano otber actors llke cooperatlves or
pro|esslonal assoclatlons wltbout tbe resources to nance soclal securlty scbemes |or tbelr members. Tbe
average entlty S|GLM works wltb ls maoe up o| 2000 to 3000 people, wltb 2/3 o| tbe lnoustry representeo by
traoe unlons. Tbe speclc target lmplles tbe neeo to lnteract not only wltb tbe eno-users o| tbe mlcrolnsur-
ance proouct (workers or members), but also wltb tbe managerlal levels ano tbe traoe unlons, ln oroer to
convlnce all stakeboloers o| tbe aovantages o| mlcrolnsurance scbemes. Typlcally, all actors lnvolveo |eel tbe
neeo |or a low-lnvestment mecbanlsm o| soclal protectlon, but are not aware o| tbe posslbllltles o||ereo by
mlcrolnsurance, nor oo tbey bave tbe epertlse to aoapt tbe concept to tbelr neeos.
S|GLM typlcally |ollows a set process by wblcb lt creates a communlty o| reNectlon" wltb representatlves
|rom all groups lnvolveo. Tbls allows tbem to olscuss tbe optlon o| mlcrolnsurance. S|GLM can tben carry out
a |easlblllty stuoy, quantltatlve ano qualltatlve surveys, ano a worksbop, as well as oene a talloreo oeslgn |or
tbe scbeme. 8e|ore tbe start o| tbe scbeme, a general meetlng wltb all beneclarles ls calleo.
Lducot|ono|7oo|s
Mlcrolnsurance eoucatlon tools useo by S|GLM are wltness storles |rom past beneclarles (wltb tbe posslblll-
ty o| later personal contacts wltb tbem), vloeos, tbe ol||uslon o| messages o| satls|actlon ano a webslte. S|GLM
belleves ln tbe neeo to know closely tbe beneclarles o| lts work ano seeks to aoapt lts tools to lts auolence,
ln partlcular wltb movles, posters, Tv ano raolo broaocastlng, among tbe most popular meola ln Cote o'|volre.
S|GLM ls also a government-approveo tralnlng center at tbe natlonal level, ano lt supports many tralnlng solu-
tlons, lncluolng tbree-oay worksbops |or mlcrolnsurance managers, one-oay worksbop meetlngs |or worklng
groups ano larger groups o| partlclpants, or 30-mlnute events on mlcrolnsurance ourlng general assemblles o|
workers. S|GLM bas an lnternal tralnlng team tbat attenos tralnlng events natlonally ano reglonally ano re|ers
to eternal partners (consultants) occaslonally.
S|GLM bas oevelopeo a contlnuous M&L system ano oeolcateo so|tware wltb a eo calenoar o| actlvltles,
allowlng a level o| transparency satls|actory to all actors lnvolveo. Montbly, a managlng commlttee wltb a
representatlve |rom tbe beneclarles meets to evaluate actlvltles (lncluolng lnsurance eoucatlon). Quarterly,
a management control booy meets wltb tbe managlng boaro to evaluate tbe work oone. Lvery sl montbs,
tbey conouct a comprebenslve evaluatlon o| all actors ano booles lnvolveo ano o| tbelr work. Yearly, eternal
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assessment ls carrleo out ano tbe results are presenteo to tbe General Assembly. Tbe maln ol|cultles S|GLM
|aces are llnkeo to tbe novelty o| tbe sector ln tbe country. |nvestment ln tralnlng or M&L ls, |or eample, not
consloereo a cbapter wortb large sums, wblcb can result ln lack o| |unos |or S|GLM.
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Small Farmer Development Bank Nepal
-----------------------------------------------
Interviewee: Nar Raj Simkhada
Tbe Small Farmer Development 8ank targets mlcronance cllents ln oroer to lncrease tbelr rlsk-mltlgatlng
capaclty ln tbe case o| an unepecteo event tbreatenlng to enoanger tbelr mlcronance scbeme. Tbe alm o|
tbe organlzatlon ls to provloe complete nanclal servlces to low-lncome populatlons, as a way to work to-
waros tbe eraolcatlon o| poverty ln rural Nepal.
Tbe organlzatlon o||ers tralnlng |or tbree mlcrolnsurance prooucts: ll|e lnsurance, llvestock lnsurance ano
bealtb lnsurance. Tbey operate tbrougb partnersblps ano provloe tralnlng to organlzatlons tbat want to es-
tabllsb a mlcrolnsurance scbeme along an alreaoy elstlng mlcronance scbeme. Tbe organlzatlon recelves
|unolng |rom local oonors ano occaslonally |rom tbe government.
Commun|t,
Tbe Small Farmer Development 8ank |ocuses on rural communltles, as tbey belleve tbat ln urban areas tbe
poor bave otber optlons, as well as better access to lnsurance optlons.
Tbe ol|cultles tbey |ace wltb eoucatlon are mostly relateo to eoucatlng tbe management o| mlcronance
lnstltutlons tbat wlll be responslble |or oeslgnlng tbe lnsurance proouct, tbe amount o| tbe premlums ano tbe
customer base. Sometlmes tbese managers oon't pay attentlon to tbe oeslgn process ano lnsteao just copy
elstlng scbemes, wblcb oo not work ln tbelr grouno structure.
Lducot|ono|7oo|s
Currently, tbe eoucatlon e||orts o| tbe Small Farmer Development 8ank are somewbat un|ocuseo. Some
work ls conoucteo, but lt ls not oone ln a coberent manner. Tbey bave not yet oeslgneo a souno currlculum
|or tralnlng, but tbey are ln tbe process o| oeveloplng one. Pelevant eoucatlon materlal regarolng tbe lmpor-
tance o| lnsurance ano tbe oeslgn o| lnsurance prooucts ls not yet complete enougb |or tbem to organlze
systematlc tralnlngs.
Tbe Small Farmer Development 8ank ls also looklng at tbe posslblllty o| customlzlng |LO-oevelopeo materlal
ln mlcrolnsurance to sult tbe partlcular neeos ano clrcumstances ln Nepal.
Currently, tbelr metboo |or lmpartlng lnsurance eoucatlon ls to llnk lnsurance tbemes wltb tbe mlcronance
eoucatlon. Wblle glvlng a tralnlng on e.g. loan management, tbey also conouct a sectlon on lnsurance, but tbey
oo not bave comprebenslve tools |or tbls yet. Tbe elstlng eoucatlonal materlal tbe organlzatlon bas oeslgneo
ls relateo to llvestock lnsurance, ln tbe |orm o| a bow-to-manual. Tbe manual ls supporteo by Nlpcbart pre-
sentatlons, PowerPolnt presentatlons, banoouts, |ocus group olscusslons ano posters.
As an eample o| a tralnlng event, tbe lntervlewee narrateo a |requent scenarlo. Wben a partner organlzatlon
ls runnlng a mlcronance scbeme ano suooenly bas an lncrease ln oe|ault cllents wbo are unable to repay tbelr
loans, representatlves |rom tbe organlzatlon o|ten no tbat tbe reason |or tbe oe|aults ls a large loss o| cattle.
As a response, tbey tben plan a llvestock lnsurance proouct ln collaboratlon wltb tbe mlcronance organlza-
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tlon. Tbls proouct ls tben testeo ln one cooperatlve ano subsequently repllcateo ln otbers.
Currently, tbe Small Farmer Development 8ank bas no monltorlng ano evaluatlon actlvltles.
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SogeSol Haiti
-----------------------------------------------
Interviewee: Daphn Louissaint
SogeSol ls an MF| tbat bas approacbeo mlcrolnsurance as a response to tbe neeos o| rlsk management
epresseo by tbe beneclarles o| lts mlcronance prooucts slnce 2007. |ts mlsslon ls to promote Haltlan
entrepreneursblp tbrougb aoaptlng traoltlonal banklng metboos to respono to tbe neeos o| mlcro ano small
entrepreneurs.
Slnce 2007, SogeSol bas |ocuseo on two mlcrolnsurance prooucts a bealtb lnsurance proouct oevelopeo
ln partnersblp wltb a 15-year-olo network o| bealtb lnsurance provloers ano o||ereo ln tbe capltal, Port-au-
Prlnce, ano a pllot |or |uneral lnsurance also avallable ln tbe surrounolng rural areas, |or wblcb tbe organl-
zatlon ls currently an agent o| an lnsurance company. Tbe target populatlon, structure ano process ol||er
between tbe two prooucts.
Commun|t,
Wltb regaro to tbe bealtb lnsurance, SogeSol ooes not target tbe poorest o| tbe poor," but small entrepre-
neurs wbo bave access to loans ln|erlor to $1700 ano wbo won't bave access, as a consequence, to classlc
lnsurance prooucts (tbe crlterla bave been oeneo by tbe pre-elstlng network). Tbe target pool ln Port-au-
Prlnce ls o| 3700 lnolvlouals (10 to 27 percent o| tbe network customers ln tbe capltal), out o| wblcb 1000
bas alreaoy been reacbeo. Tbe major problem |aceo wben worklng wltb tbls group ls tbe lack o| unoerstanolng
o| tbe concepts o| lnsurance ano premlum mecbanlsms (stlll a new proouct). As a result, most people woulo
teno to orop out o| tbe bealtb lnsurance scbeme ln cases wbere tbey oo not |ace any relevant bealtb epen-
oltures wltbln tbe rst sl montbs o| subscrlptlon. Wltb regaro to tbe |uneral lnsurance, cultural barrlers are
even blgber, altbougb tbe nanclal neeo |or supportlng |uneral epenolture ls blgbly |elt, tbe premlum mecba-
nlsm ls seen as lnausplclous. Tbe maln cballenge ls tbus to oecooe tbe neeos o| tbe populatlon ano convey tbe
benets an lnsurance proouct can o||er to tbelr speclc neeos.
Lducot|ono|7oo|s
Tbe tools useo are malnly resources acqulreo |rom tbe lnsurance network (|or tbe bealtb lnsurance) ano tbe
lnsurance company (|or tbe |uneral lnsurance). Tbese were translateo lnto tbe local language (Creole) ano
aoapteo to tbe speclc target groups. For eample, glven tbat small entrepreneurs woulo observe only one
oay o| rest per week, tbat tlme bao to be malmlzeo ano tools syntbeslzeo |or lmproveo outreacb. Glven tbe
bomogenelty o| tbe target group, SogeSol uses only one set o| tools aoapteo to tbe mlcroentrepreneurs' com-
munltles. Common tools are presentatlons, PowerPolnt presentatlons, group olscusslons ano publlc meetlngs
supporteo by tbe use o| auolo-vlsual materlal. Tools are oeslgneo, upoateo ano lmproveo constantly tbrougb
qualltatlve researcb carrleo out by a oeolcateo oepartment tbat especlally |ocuses on groups o| populatlon
samples ano surveys. |n tbe net two to tbree years, SogeSol plans to move on to tools lt belleves wlll bave a
blgber lmpact ano reacb, partlcularly vloeo projectlons, Tv aos ano auolo broaocastlng on communlty raolos.
SogeSol bas an ln-bouse tralnlng program supporteo by eternal consultants wben neeoeo tbat oevelops
tralnlng mooules to |eeo tbe contlnuous learnlng process |or tbe sta||. SogeSol also ooes ln-bouse tralnlng
olrectly wltb bealtb speclallsts |rom tbe targeteo communlty to allow tbem to work as |acllltators.
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SogeSol bas a oeolcateo M&L, Pesearcb ano Tralnlng oepartment wblcb carrles out on an ongolng basls all
M&L actlvltles relateo to lnsurance eoucatlon ano program assessment. Two ol||erent so|tware appllcatlons
(lncluolng SPSS) are useo |or statlstlcal analysls.
Tbe maln cballenge tbe organlzatlon |aces ls tbe ol||erence between tbe mlcrolnsurance ano mlcronance
buslness process. As tbe actlvltles relateo to tbe mlcro bealtb lnsurance are stlll llmlteo ln terms o| numbers,
tbe sta|| tbat bave tralnlng ln mlcronance SogeSol's traoltlonal |ocus are also carrylng out mlcrolnsur-
ance actlvltles. Yet, lt was unoerllneo by tbe lntervlewee bow tbe mlcrolnsurance buslness process ls mucb
longer tban tbe mlcronance process, as tbe |ormer entalls wlnnlng cultural taboos ano lntroouclng concepts
o| lnsurance ano lts worklngs, wblcb can be e||ectlvely conveyeo only over tbe mlo-term.
Altbougb tralnlng ls avallable, malnly ln-bouse, tbe optlmal optlon woulo be to create a ol||erent structure
wltb ol||erent buman resources |or tbe two sectors o| actlvlty, ln oroer to reouce lne|clency ano lmprove
lmpact ano reacb.
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South African Insurance Association (SAIA) South Africa
--------------------------------------------
Interviewee: Viviene Pearson
Soutb A|rlcan |nsurance Assoclatlon (SA|A) represents tbe sbort-term lnsurance companles o| Soutb A|rlca,
wblcb currently lncluoes approlmately 90 percent o| tbe organlzatlons worklng ln tbe Soutb A|rlcan lnsur-
ance market. Membersblp ls voluntarlly. SA|A's manoate ls to lncrease lncluslon o| low-lncome customers ln
nanclal prooucts as a wbole. SA|A starteo lts consumer eoucatlon program ln 2004.
SA|A bas a two-|olo role: to lncrease access to nanclal prooucts (lncluolng mlcrolnsurance) ano to provloe
consumer eoucatlon. Tbe latter ls conoucteo ln oroer to assure tbat tbe prooucts createo |or tbe low-lncome
market sult tbe potentlal cllents' neeos ano tbat tbe communltles uslng tbem are aware o| wbat tbey entall.
Mlcrolnsurance eoucatlon ls one o| SA|A's key actlvltles.
Commun|t,
All eoucatlon projects SA|A conoucts must be natlonal projects, non-olscrlmlnatory (tbere|ore conoucteo ln
all tbe nlne provlnces o| Soutb A|rlca, even tbose tbat are more well-o|| ln socloeconomlc terms) ano bave no
rural / urban olstlnctlon. Tbe target populatlon o| tbls eoucatlon ls tbe segments o| eacb communlty tbat |all
lnto tbe bottom bal| o| tbe llvlng stanoaro lnolcators.
SA|A bas createo a system ln wblcb tbey request tbelr members (l.e. lnsurance companles) not to lmplement
lnolvloual eoucatlon projects, as tbls woulo go agalnst tbe bollstlc ano non-olscrlmlnatory nature o| SA|A's
program. |nsteao, tbey bave askeo |or tbe members to pool tbelr money, wblcb ls tben useo by SA|A to con-
ouct tbe natlonwloe campalgn.
Lducot|ono|7oo|s
SA|A bas proouceo an etenslve port|ollo o| eoucatlonal tools ln collaboratlon wltb eternal eperts ln tbe
tbree speclc elos ln wblcb SA|A operates: communlty worksbops, teacber oevelopment programs ano
awareness programs ln tbe meola.
|n oroer to assure tbe non-olscrlmlnatory nature o| tbe project, materlal ls proouceo ln all languages o| Soutb
A|rlca. Tbe tools are customlzeo to some oegree, but tbe message communlcateo remalns tbe same. As a rule,
no matter wbat materlal ls useo, tbere wlll be a worksbop supportlng lt. Tbe core message remalns tbe same,
but tbe metboo o| oellvery wlll be blgbly speclallzeo.
Tbe alm ls to lncrease nanclal llteracy amongst tbe low-lncome segments, so tbat tbey may mltlgate rlsks
ano economlcally empower tbemselves. SA|A acknowleoges tbat lnsurance provloers cannot enter a market
wltb low nanclal llteracy levels wltbout rst creatlng generlc nanclal llteracy among tbe target communltles.
Funolng |or tbe lnsurance eoucatlon ls provloeo by tbe member organlzatlons o| SA|A.
SA|A outsources tbe tralnlng actlvltles to communlty members wbo act as |acllltators at tbe worksbops. Tbey
consult a network o| servlce provloers wltbln tbe communltles to no out wbo ls tbe person to approacb, be
lt tbe trlbal leaoer, cburcb leaoer or tbe local scbool beaomaster. Tbe elstlng oellvery cbannels, communlty
structure ano leaoersblp o| tbe partlcular area are always useo. Local |ooo ano |ooo provloers are useo wben
88
conouctlng a worksbop, as well.
Local communltles are lncluoeo ln all tbe processes, |rom conceptuallzatlon o| tbe eoucatlonal tools to tbe
monltorlng ano evaluatlon process. Lacb eoucatlon project bas a separate servlce provloer tbat speclallzes
ln tbe oellvery o| tbat partlcular project. Tbls person comes |rom tbe communlty wbere tbe project wlll be
lmplementeo.
Tbe oeslgn o| tbe eoucatlonal tools ls also outsourceo to eternal eperts, e.g. accreolteo eoucatlon eperts
ano teacbers work togetber wltb tbe Department o| Loucatlon, meola eperts plan tbe awareness campalgn
(wblcb bas a oally reacb o| 14 mllllon commuters), etc. A Consumer Loucatlon Commlttee loentles partlcu-
lar servlce provloers wbo are tben lnvlteo to come up wltb project proposals. So |ar tbe same projects bave
been repeateo |or many consecutlve years, as tbey bave been |ouno to be worklng well ano tbe |eeoback bas
been posltlve. However, tbey bave been mooleo on a yearly basls.
All tbe eoucatlonal tools lncluoe a monltorlng ano evaluatlon component. Tbe metboos useo |or tbls cbange
on a project-to-project basls. For eample, |or tbe awareness campalgn (meola) project SA|A blreo an out-
sloe company to conouct researcb be|ore ano a|ter tbe two montb meola campalgn to measure tbe lncrease
ln knowleoge regarolng partlcular aspects o| nanclal llteracy. Slmllar be|ore ano a|ter questlonnalres are also
oone at all tbe communlty worksbops ano tbe teacber oevelopment program.
|n response to monltorlng ano evaluatlon, cbanges ln tbe current project wlll be unoertaken, as tbe overall
nanclal llteracy bas been lncreaslng across tbe wbole low-lncome segment. |n tbe |uture, tbe eoucatlon wlll
|ocus even more speclcally on lnsurance.
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Uplift India India
------------------------------------
Interviewee: Kumar Shailabh
Upll|t |nola was establlsbeo ln 2004, ano lt bas operatlons ln several olstrlcts ln tbe state o| Mabarasbtra, |nola.
One o| lts core |unctlons ls to run a communlty-baseo bealtb lnsurance scbeme. Otber rlsks covereo unoer
tbls scbeme lncluoe ll|e ano |uneral. Cllent eoucatlon was lnltlateo as a separate project ln 2005, but lt bas
been part o| tbe operatlons o| tbe Upll|t |nola mooel slnce tbe beglnnlng.
Commun|t,
Tbe organlzatlon works prlmarlly ln urban slums, wbere tbe majorlty o| tbe people belong to tbe unorganlzeo
sector. Tbe average lncome o| tbese people ls approlmately two to |our oollars per oay, ano tbese lncluoe
small entrepreneurs sucb as vegetable sellers, tallors, etc. Women work mostly as oomestlc belp or as oay
laborers. Upll|t |nola also bas cllents ln rural areas, wbere tbe populatlon ls maoe up mostly o| lanoless labor-
ers ano small-scale |armers.
As Upll|t |nola ls currently scallng up tbelr project, tbey are creatlng new mooules to ensure tbat tbe ln|orma-
tlon ls glven to tbe people on a regular ano systematlc basls.
Tbe lntervlewee empbaslzes tbat lnsurance eoucatlon cannot be a one-tlme e||ort, but ratber neeos to be an
ongolng actlvlty. Upll|t ooes not belleve lt sboulo provloe eoucatlon only ourlng tbe sales process ano tben
|orget about tbe customer. He notes tbat tbe eoucatlon really beglns only a|ter tbe lnolvloual bas enrolleo ln
tbe scbeme. Cllents neeo to be constantly replenlsbeo wltb ln|ormatlon.
Lducot|ono|7oo|s
Tbe rst step ln conceptuallzlng tbe eoucatlonal tools ls to make a clear-cut plan |or tbe toplcs Upll|t |nola wlll
aooress ln tbe eoucatlon program ano bow tbat wlll be communlcateo to tbe target auolence. All tbe materlal
neeos to be easlly unoerstooo ano presenteo wltb eamples. For eample, lnsteao o| presentlng ecluslon as
a tecbnlcal lnsurance concept, Upll|t |nola uses olabetes as an eample to eplaln wby ecluslon takes place.
Glven tbe complelty o| tbe toplc o| lnsurance, tbe ln|ormatlon neeos to be broken oown lnto graspable
|orms. Tbe key ls ln trans|ormlng tbe ln|ormatlon as Upll|t |nola unoerstanos lt lnto a language ln wblcb lt can
be easlly communlcateo to tbe target auolence.
8esloes tbe contetual lssues llke language, one o| tbe maln ol|cultles Upll|t |nola |aces lles ln tbe |act tbat
buman memory ls o|ten sbort ano tbe messages neeo to be repeateo on a constant basls. Accorolng to tbe
lntervlewee, tlme ls a major constralnt ln urban areas. |n rural areas, tbere ls more tlme to conouct tralnlngs
ano make use o| tbe lnteractlve games tbey play, wblcb tbey complete ln about 1.5 bours. Tbese neeo to be
sborteneo oown to 40 mlnute games |or urban settlngs.
Asloe |rom eoucatlng people on tbe aovantages o| lnsurance ano tbe speclcs o| tbe proouct, a lot o| ln|orma-
tlon on bealtb awareness ls olsperseo. Lvery montb tbey prepare a bealtb class oeallng wltb a ol||erent toplc,
sucb as on tbe swlne Nu, lts symptoms, bow to avolo lt, bow to treat lt, etc.
Upll|t |nola ls ln tbe process o| proouclng a lm o| tbelr tralnlng, wblcb can tben be useo lnsteao o| llve traln-
90
lng events. Tbls ls useo to prevent tbe rlsk o| a tralner glvlng out tbe wrong message (especlally ln tbe case
o| new tralners). Tbe lntervlewee ls o| tbe vlew tbat auolo/vlsual ano plctorlal materlals are tbe best way to
malntaln peoples' lnterest ourlng tralnlngs.
8esloes translatlng materlal lnto local languages, Upll|t |nola ooes not customlze lts eoucatlonal materlal
accorolng to ol||erent groups, slnce tbe populatlons tbey work wltb are more or less soclo-economlcally
bomogenous. Accorolng to tbe lntervlewee, breaklng oown tbe ln|ormatlon lnto small comprebenslble com-
ponents ls tbe key.
As wltb all tbe prooucts Upll|t |nola oeslgns, tbe nal valloatlon comes |rom tbe target communlty. Peactlons
ano responses o| tbe communlty members ln areas wbere tbe eoucatlonal tools are testeo serve as tbe oata
accorolng to wblcb cbanges are maoe. Tbls ls oone tbrougb tblro-party observatlon o| tbe tralnlng events.
Upll|t |nola percelves lnsurance eoucatlon as a two-way tool, ano tbey are lnteresteo ln creatlng more lnter-
actlve metboos o| allowlng tbelr cllents gettlng back to tbem wltb ln|ormatlon. Tbey currently bave a 24/7
belpllne ano are also looklng at creatlng an lnteractlve volce response system, wblcb members o| tbe scbeme
wlll be able to access by moblle pbone.
Upll|t |nola's metboo o| eoucatlon ls tbrougb tralnlng o| tralners. Tbe process beglns by Upll|t |nola conouct-
lng an auolt ln tbe elo to get an unoerstanolng o| tbe types o| tools tbat woulo be sultable |or tbe speclc
communlty. 8aseo on tbls ln|ormatlon, tbe tool ls oeslgneo ano approveo by Upll|t |nola's representatlve
commlttee. Tbe tools are testeo ourlng an ln-bouse mock tralnlng sesslon be|ore tbey are taken to tbe elo
workers, wbo are tben tralneo ln tbe use o| lt. Tbe tralnlng ls auolteo by Upll|t |nola sta|| members. Tbe nal
part o| tbe process ls to get approval o| tbe tool |rom tbe communlty leaoers.
Upll|t |nola bas no speclcally oeslgnateo tralnlng team. Tbe lntervlewee notes tbat tbey oo not bave enougb
resources ano no ln-bouse translator, wblcb means gettlng tbe translatlons oone ls tlme consumlng. Also, tbe
lack o| an avallable pool o| ln|ormatlon regarolng wbat otber organlzatlons bave oone ln tbe elo o| lnsurance
eoucatlon ls a blnorance. Tbe lntervlewee notes tbat nanclal ol|cultles are common, as tbere ls no separate
|unolng allocateo |or proouclng tbe eoucatlonal tools.
Upll|t |nola bas a oeolcateo team |or monltorlng ano evaluatlon, wblcb monltors tbe quallty o| tbe ln|ormatlon
glven ln tbelr tralnlngs. Factors evaluateo by tbls M&L also lncluoe tbe metboos useo ln provlolng tbe ln|orma-
tlon, bow lnteractlve lt ls, tbe |requency o| ln|ormatlon, bow members are responolng to lt, etc.
A montbly auolt o| tbe tralnlngs ls conoucteo ano cbanges are maoe l| lt ls |ouno tbat some aspects o| tbe
tralnlng are not e||ectlve. 8rancb auolt vlslts tbat look at tbe |unctlonallty o| tbe brancb to make sure lt co-
lncloes wltb Upll|t |nola's lnternal stanoaro requlrements are conoucteo on a montbly basls. A quarterly auolt
o| tbe entlre lnsurance process also takes place.
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Weather Risk Management Services Ltd India
------------------------------------------
Interviewee: Anuj Kumbhat
Weatber Plsk Management Servlces was establlsbeo ln 2004. |t ls worklng towaros structurlng ano promotlng
weatber lnsurance ln |nola by o||erlng comprebenslve rlsk management servlces to |armers. Weatber lnsur-
ance ls a new concept ln |nola ano llttle upoate on agrlculture ano weatber lnsurance servlces elst ln |nola.
Weatber Plsk Management Servlces alms to ensure tbat clalm settlements |or customers are |aster ano tbat
tbe |armers galn conoence ln rlsk management servlces as a way to lmprove tbelr llvellbooos.
Commun|t,
Tbe organlzatlon serves |armers |rom all economlc ano oemograpblc backgrounos. Tbe prooucts tbat Weatb-
er Plsk Management Servlces o||er apply to almost all tbe crops grown by partlclpatlng |armers. Tbe organl-
zatlon bas an outreacb across |nola ln states o| West 8engal, Uttar Praoesb, Punjab, Tamll Naou, Mabarstara,
Harlyana, Pjastban ano Anorab Praoesb.
Arouno 60 percent o| tbe customers are poor |armers. |n some states nearly all |armers are poor, wbereas
ln some states Weatber Plsk Management Servlces works wltb large |armers, wblcb connotes a blgber eco-
nomlc stanolng. Lven tbougb Weatber Plsk Management Servlces works wltb a broao geograpblc ano llnguls-
tlc set o| cllents, lt ooes not cause major ol|cultles, as tbey bave local teams verseo ln tbe local languages tbat
usually conouct tbe tralnlngs. |n otber cases, tbe tralnlngs are outsourceo to partner organlzatlons. |nsteao,
tbe lntervlewee sees a major ol|culty ln maklng |armers unoerstano tbe concept o| weatber lnsurance.
Tbls ls partlcularly cballenglng because Weatber Plsk Management Servlces ooes not provloe coverage tbe
crop, ratber to sometblng proy to tbe crop tbe weatber conoltlons a||ectlng lt. Tbere|ore, tbey neeo to
make sure tbe |armer unoerstanos bow partlcular weatber conoltlons lmpact certaln crops. Tbls ls oone by
looklng at blstorlcal eamples o| bow partlcular weatber conoltlons lmpact crops ln tbe geograpblcal area
wbere tbe tralnlng ls conoucteo, ln oroer to create a comprebenslble llnk. Anotber ol|culty tbey |ace con-
cerns tbe unoerstanolng o| premlum. |n many areas wbere tbe |armers are |amlllar wltb tbe concept o| ll|e
lnsurance, tbey epect an enoowment slmllar to tbat o| a ll|e lnsurance pollcy. Tbere|ore, tbe tralners neeo to
empbaslze tbat tbe premlum ls sometblng tbat tbey wlll not get back unless tbere ls a clalm.
Lducot|ono|7oo|s
Weatber Plsk Management Servlces conoucts lnsurance eoucatlon as part o| tbelr marketlng e||orts. Materlal
ano presentatlons are prepareo ln a number o| |nolan languages. Tbe prlmary researcb ls oone by tbe local
teams, wblcb provloe |eeoback |or tbe marketlng sectlon sta|| responslble |or oeslgnlng tbe eoucatlonal tools
(tbe majorlty o| tbe marketlng team bas a backgrouno ln agrlculture). Tbls serves as tbe basls |or oeslgnlng
tbe eoucatlonal materlal. Otber NGOs worklng ln tbe elo o| agrlculture ln tbe partlcular geograpblcal area
are also consulteo.
|n tbe case tbat Weatber Plsk Management Servlces bas no representatlves actlve ln a certaln area, tbe orga-
nlzatlon conoucts tralnlng o| tralners o| partner organlzatlons tbat tben take tbe tralnlngs to tbe grassroots
level. Tbe eoucatlonal tools useo conslst mostly o| plctorlal materlal: slloes, brocbures, posters ano vloeos tbat
eplaln ln Hlnol tbe benets o| rlsk management. Tbese tools are customlzeo accorolng to tbe awareness level
92
o| tbe target auolence. Tbere are slgnlcant olscrepancles between states, |or eample, ln Punjab |armers are
|alrly well-verseo wltb tbe concepts o| lnsurance ano agrlcultural lnsurance, wbereas ln [barkano tbe aware-
ness level ls lot lower, so tbe message neeos to be more elementary. |n tbese sltuatlons, tbe tralners neeo to
eplaln not only tbe speclc weatber lnsurance proouct, but also tbe value o| rlsk management ln general.
Tbe lntervlewee consloers tbe blgb cost o| conouctlng customlzeo tralnlng events to be a concern. Declo-
lng wbetber to conouct a tralnlng ln a partlcular geograpblc area can be ol|cult, slnce tbey neeo to be sure
tbat tbe volume o| premlums wlll be su|clent enougb to cover tbe costs o| tbe tralnlng. He |urtber notes
tbat l| |unolng were allocateo |or tbe eoucatlonal component by a multllateral agency, tben tralnlngs coulo be
unoertaken ln areas wbere Weatber Plsk Management Servlces ooes not currently operate, oue to tbe rlsk
o| nanclal loss.
Weatber Plsk Management Servlces lnteracts wltb |armers olrectly l| tbey bave a team ln tbe speclc area,
uslng tbe belp o| tbe vlllage leaoer or a leaoer o| tbe |armers. |n areas wbere tbey oo not bave a presence,
tbey work ln collaboratlon wltb local organlzatlons tbat conouct tbe tralnlngs. Tbese organlzatlons are tralneo
by Weatber Plsk Management Servlces ln proouct unoerstanolng, but tbe |armer meetlngs are conoucteo by
tbe local organlzatlons. Tbls was tbe case ln tbe state o| Anorab Praoesb wbere CAPL |nola was tbe partner
organlzatlon conouctlng tbe tralnlngs.
Monltorlng ano evaluatlon ls not a olstlnctly separate actlvlty. Tbe maln monltorlng e||ort ls to |ollow tbe
rate o| renewals. Otber tban tbat, Weatber Plsk Management Servlces ooes not bave any bencbmarks. Tbe
lntervlewee recognlzes tbe lmportance o| monltorlng ano evaluatlon, ano tbe organlzatlon ls looklng lnto
lncreaslng tbelr e||orts at tbls |ront.
93
World Bank USA
-------------------------------------
Interviewee: Xavier Gine
Slnce 2004, tbe Worlo 8ank researcb oepartment bas been lnvolveo wltb tbe monltorlng ano evaluatlon o| ln-
surance eoucatlon ln Anorab Praoesb, Soutb |nola. Wltb support |rom Worlo 8ank, |nolan lnsurance provloer
|C|C Lombaro createo a weatber lnsurance scbeme tbat protects pollcy boloers agalnst tbe loss o| crops
causeo by etreme cbanges ln weatber patterns.
Commun|t,
Tbe targeteo communlty ls |alrly bomogenous. |n tbe project conoucteo ln Anorab Praoesb, poor |armers
on orougbt-prone, non-lrrlgateo lano were targeteo. |n otber |ortbcomlng projects ln tbe elo o| weatber
lnsurance, slmllar communltles sucb as poor small-scale |armers wlll be targeteo ln varlous locatlons ln A|rlca.
|n tbe case o| Anorab Praoesb, tbe lntervlewee notes some ol|cultles ln oellverlng lnsurance eoucatlon. Tbe
communlty was not very well-organlzeo, wblcb aoversely a||ecteo tbe communlcatlon Now. Tbe most e||ec-
tlve way |or oellverlng eoucatlon was to oo ooor-to-ooor marketlng, but lt ls an epenslve metboo |or ralslng
awareness.
Anotber concern ralseo by tbe lntervlewee consloers tbe overall unoerstanolng o| tbe concept o| lnsurance.
He empbaslzes tbe lmportance o| lnsurance eoucatlon, but notes tbat o|ten lt ls unclear wbo sboulo be pro-
vlolng tbe eoucatlon. Tbe lnsurance company o|ten ooes not bave tbe capaclty to eoucate people ln general
aspects o| lnsurance. Tbe olstrlbutors selllng tbe proouct bave a large port|ollo to banole ano usually bave no
capaclty |or eoucatlon, otber tban on tbe oetalleo ln|ormatlon regarolng a speclc proouct. Flnolng tbe most
cost-e||ectlve way o| oellverlng eoucatlon ls tbere|ore o| lmportance |or Worlo 8ank.
Lducot|ono|7oo|s
Worlo 8ank provloes |or tbe tralnlng o| tralners, tbe lnsurance company ano tbe organlzatlon olstrlbutlng tbe
lnsurance pollcy (be lt |armers organlzatlon, MF|, etc.) are entlrely ln cbarge o| runnlng tbe lnsurance scbeme.
Worlo 8ank blres people wbo tbey traln to oellver tbe tralnlng. Pepresentatlves |rom tbe lnsurance company
are also present ln tbls stage o| tbe tralnlng process.
|n tbe case o| Anorab Praoesb, tbe parameters o| tbe weatber lnsurance proouct were orlglnally baseo ln raln
|all measurements ln mllllmeters, wblcb was not tbe traoltlonal |orm o| unoerstanolng amongst tbe |armers,
wbo look at soll molsture as an lnolcator. As part o| tbe oeslgn o| tbe eoucatlonal mooule, Worlo 8ank col-
laborateo wltb sclentlsts to convert tbe mllllmeter mooel lnto a mooel o| soll molsture, wblcb woulo be more
easlly unoerstooo by tbe |armers. Fllp-cbarts ano leaNets were prepareo to support tbe ooor-to-ooor vlslts.
Durlng tbe ooor-to-ooor vlslts, wblcb lasteo approlmately 30 mlnutes, |armers were o||ereo tbe lnsurance
package, an eoucatlonal mooel ano some money to compensate |or tbe vlslt (wbetber tbey oecloeo to pur-
cbase tbe lnsurance pollcy or not). From a researcb perspectlve, Worlo 8ank was partlcularly lnteresteo ln
tbe trust aspect o| tbe lnsurance ln a sltuatlon ln wblcb tbe prospectlve pollcy boloers were un|amlllar wltb
tbe company oellverlng tbe pay-out. Tbe marketers were also new to tbe vlllages ano bao bao no prevlous ln-
94
teractlon wltb tbe communlty. |n some lnstances, enoorsement vlslts were organlzeo. Tbe marketer woulo be
accompanleo wltb a well-respecteo member o| tbe communlty, wbo woulo enoorse tbe vlslt. Tbls correlateo
wltb an lncreaseo llkellbooo o| enrollment ln tbe lnsurance scbeme.
Tbe average lengtb o| a vlslt was 30 mlnutes. However, lt was |ouno tbat wben tbe eoucatlonal mooel specl-
cally oeslgneo |or tbe partlcular lnsurance proouct was lncluoeo ln tbe vlslt, tbe lengtb o| tbe vlslt lncreaseo
only by two mlnutes, wblcb lnolcateo tbat tbe eoucatlon component was lnaoequate. Slmllar eerclses wlll
be conoucteo ln Kenya ano Malawl, wltb more |ocus placeo on tbe plannlng o| tbe eoucatlonal component.
Accorolng to tbe lntervlewee, tbe eerclses ln Anorab Praoesb were oone wltbout su|clent lnteractlon wltb
target populatlon ln an early stage. Tbls playeo a part ln tbe lnltlal |allure o| tbe scbeme. To avolo tbls ln tbe
|uture, tbe communltles wlll be engageo more actlvely ln tbe oeslgn o| tbe eoucatlonal tools to ensure tbat
tbe message resonates better.
Tbe lntervlewee |eels tbat Worlo 8ank bas su|clent knowleoge regarolng tbe communltles tbey work wltb
to oevelop e||ectlve eoucatlonal tools, uslng eternal consultants ln tbe oeslgn stage. Accorolng to bls eperl-
ence, most o| tbe eoucatlonal materlal proouceo by lnsurance companles ano otber organlzatlons seems to
bave been proouceo on a non-systematlc ano ao-boc basls. Tbe lntervlewee strongly belleves tbat Worlo 8ank
sboulo be oeveloplng lts own tralnlng materlal.
A core role o| Worlo 8ank ln tbe weatber lnsurance eoucatlon project was monltorlng ano evaluatlon. Worlo
8ank olo not oeslgn tbe proouct ano lt olo not lmplement tbe proouct. |ts role was to provloe tbe lmpact
evaluatlon. Tbe mecbanlsm |or tbls was tbree|olo, lncluolng a basellne survey, lnterventlon ano |ollow-up. A|-
terwaro, tbe basellne survey tools are oeslgneo. |nterventlon ls oone ln tbe |orm o| ranoomlzeo control trlals,
ln tbe case o| tbe eoucatlon component, tbls woulo mean tbat lnsurance eoucatlon woulo be provloeo to
only part o| tbe populatlon. Follow-up lncluoes measurlng tbe lmpact ano conouctlng tbe analysls o| bow tbe
lnsurance eoucatlon component a||ects tbe bebavlor o| tbe people vls-a-vls tbose not recelvlng tbe eoucatlon
component.
95
World Education Australia Australia
---------------------------------------
Interviewee: Guy Winship
Worlo Loucatlon Australla ls an lnternatlonal oevelopment alo agency ano ls part o| tbe Worlo Loucatlon
Network establlsbeo ln |nola ln 1951. |t operates ln tbe elo o| bealtbcare ano eoucatlon ano bas been ac-
tlve ln mlcronance slnce tbe late 1970s. Worlo Loucatlon Australla was establlsbeo ln 2002. Tbe organlzatlon
acts as tbe mlcronance resource |or worlo eoucatlon ano provloes asslstance ln mlcronance eoucatlon to
all tbe Worlo Loucatlon Network country o|ces. |n practlce, oue to sta|| llmltatlons tbey |ocus tbelr work
on nlne o|ces locateo ln Asla.
Worlo Loucatlon Australla starteo worklng on mlcrolnsurance eoucatlon ln 2004 wltb a project almlng to
belp vulnerable low-lncome groups ln oeveloplng countrles as well as ln Australla. Tbe eoucatlonal component
o| tbe project was targetlng tbree auolences: tbelr country o|cers, partners tbey workeo wltb, ano tbe com-
munlty ano governments ln tbose countrles. Tbe objectlve was two-|olo rst, to ralse awareness ano bullo
unoerstanolng o| mlcrolnsurance as a tool to reouce vulnerablllty o| low-lncome people ano communltles,
ano secono (more speclc to tbelr MF| partners), to promote best practlces. Some o| tbe MF| partners (banks
ano creolt cooperatlves) tbey work wltb were plannlng on establlsblng lnsurance scbemes wltbout aoequate
legal knowleoge ano wltbout |ully comprebenolng tbe rlsks lnvolveo ln lnsurance. For Worlo Loucatlon Aus-
tralla, tbls mostly meant promotlng tbe partner-agent mooel ano ln some cases, provlolng olrect lnsurance
servlces wben lt was oeemeo approprlate.
Commun|t,
As an agency, Worlo Loucatlon Australla ooes not work olrectly wltb communltles, but wltb partners. How-
ever, accorolng to a survey, approlmately two-tblros o| tbe communlty ls rural, ano women constltute 80
percent o| tbe targeteo communltles.
|n regaros to mlcrolnsurance eoucatlon, Worlo Loucatlon Australla bas workeo ln tbree countrles: Nepal, Srl
Lanka ano Australla. Tbey bave oevelopeo a worksbop tltleo |ntroouctlon to Mlcrolnsurance." Tbe materlal
|or tbls worksbop was mergeo |rom tbree maln sources: tbe Mlcrolnsurance Center, |LO ano some o| tbe
work conoucteo ln Uganoa by Mr. Wlnsblp. Tbe worksbop was run ln Nepal ano Australla, ano tbrougb an
agent ln Srl Lanka. |t was also conoucteo ln Laos, Camboola, Papua New Gulnea ano Last-Tlmor. |n tbese
countrles, tbe |ocus was on olscouraglng partners to unoertake mlcrolnsurance actlvltles, as tbey olo not see
tbe servlces tbe partners were plannlng on o||erlng as reallstlcally |unctlonal.
Tbe lntervlewee notes tbat Worlo Loucatlon Australla manages to overcome most lssues relatlng to cultural,
llngulstlc ano geograpblcal cballenges, oue to bavlng local sta|| ln tbe countrles ln wblcb tbey work.
Lducot|ono|7oo|s
Tbe maln objectlve o| Worlo Loucatlon Australla |ocuses on lntroouclng ano promotlng tbe benets o| mlcro-
lnsurance, but also on outllnlng tbe potentlal rlsks ano costs o| provlolng lnsurance. Tbe toplcs tbey cover ln-
cluoe: wbat ls lnsurance, wbat types o| lnsurance are tbere, bow ooes lnsurance sult low-lncome bousebolos,
ano tbe varlous provlslon mooels ano regulatory lssues.
96
Tbe eoucatlon ls conoucteo ln tbe |orm o| a worksbop. Tbe worksbop conslsts o| two maln tbemes. One ls
to promote tbe sector to lnsurance companles, oonors, tbe bealtb sector, MF|s ano regulatory autborltles.
Tbe otber ls to blgbllgbt tbe cost ano rlsk o| mlcrolnsurance ano to promote tbe partner-agent approacb. |n
tbls regaro, tbe lntervlewee notes tbat lnterestlngly a large part o| tbe work tbat Worlo Loucatlon Australla
ooes ls to olscourage tbelr partners |rom engaglng ln mlcrolnsurance. Tbls bappens wben tbey belleve tbat tbe
partner bas not lookeo at tbe oellvery cbannels ano regulatlon ln enougb oetall ano ooes not bave tbe proper
partnersblps to reallstlcally provloe sustalnable servlce to tbelr cllents.
Worlo Loucatlon Australla always conoucts researcb be|ore conouctlng tralnlng ln a new country. For e-
ample, be|ore organlzlng a worksbop ln Nepal, tbey askeo tbe local |LO o|ce to provloe tbem wltb tbe most
recent researcb, ano tbey also approacbeo tbe regulatory autborltles tbat oeal wltb lnsurance. Tbls ln|orma-
tlon was tben lncorporateo lnto tbe worksbop.
Tbe sources o| ln|ormatlon |or oeslgnlng eoucatlonal tools useo by Worlo Loucatlon Australla lncluoe MF|s
tbey bave collaborateo wltb |or a slgnlcant tlme tbat act as eperts concernlng local knowleoge, seconoary
researcb |rom otber organlzatlons ln tbe partlcular country, ano local Worlo Loucatlon Australla sta||. Tbey
oevelop tralnlng materlal |ollowlng tbe organlzatlon's own prlnclples o| eoucatlon. One o| sucb prlnclples ls
to recognlze prlor learnlng. Tbere|ore, tbe tralnlng materlal ls always contetual ano uses materlal sucb as
local case stuoles.
Worlo Loucatlon Australla also lncorporates tbe strateglc plannlng o| tbe partner organlzatlon lnto tbe traln-
lng. 8e|ore tbe tralnlng, all tbe partners are askeo to llst tbelr objectlves, so tbat Worlo Loucatlon Australla
can oo a slmple neeos-analysls |or tbe organlzatlon. Tbe tralnlng ls tben customlzeo accorolng to tbls analysls
(wbenever posslble). Tbls ooes not mean a complete reoeslgn o| eoucatlonal materlal, but ratber a ne-tunlng
o| lt to better serve tbe neeos o| tbe speclc organlzatlon tbat ls plannlng on engaglng ln mlcrolnsurance.
Tbe lntervlewee notes conceptual ol|cultles, namely tbe lack o| unoerstanolng o| lnsurance, as tbe organlza-
tlon's greatest eoucatlon cballenge. Tbls sometlmes occurs to sucb a oegree tbat some o| tbe Worlo Louca-
tlon Australla tralners bave tbemselves re|useo to take an lnsurance pollcy.
Tbe lntervlewee ls sure tbat tbere are better eoucatlonal tools avallable |or speclc purposes. He gave e-
amples o| tools tbat coulo be lmproveo on, ano tbese lncluoe eoucatlonal tools regarolng costlng ano prlclng,
tools tbat eoucate on bow to unoertake proouct oevelopment, ano materlal |or eplalnlng mlcrolnsurance to
regulatory autborltles.
Worlo Loucatlon Australla always collects |eeoback |rom all tbe partlclpants a|ter tbe tralnlng. Tbey also bave
a systematlc tracklng o| outcomes tbat |ocuses on oocumentlng new mlcrolnsurance prooucts tbat emerge
a|ter tbe tralnlng.
Tbey bave |ull-tlme sta|| oolng monltorlng ano evaluatlon, as well as botb computerlzeo ano non-computer-
lzeo monltorlng mecbanlsms at project ano program level, but tbey are not speclcally monltorlng only tbe
mlcrolnsurance eoucatlon. Tbe lntervlewee notes tbat tbelr monltorlng ano evaluatlon processes are not as
etenslve as be woulo llke tbem to be. Tbe reason |or tbls ls a lack o| resources, but be also mentlons poor
take-up regarolng tbelr tralnlngs, wblcb be lnterprets as a lack o| oemano |or mlcrolnsurance ln tbelr target
communltles.
The Micro Insurance Academy (MIA) is a not-for-profit organization
dedicated to providing technical assistance in insurance domain-
knowledge to organizations that focus on grassroots communities.
In collaboration with its partners (clients from grassroots, the civil
society, bi- and multilateral development agencies, insurance industry
and governments), and through its research, training and advisory
services, the MIA helps integrating microinsurance into the financial
sector and social protection programs. The unique features of the
MIA model enable empowering poor people to obtain insurance that
suits their needs and their ability to pay.
http://www.microinsuranceacademy.org

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June 2011

Monitoring and Evaluation

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