Auto Communication Plan Meeting
Date: 24/09/2015
Time: 10.35-11.57
Total Hours: 1.22 hourss
Meeting Called By: Maethavee Sukul
Attendees: Khun Chailerk,Khun Nikhom,Khun Isorasak,Khun Charnpol, Khun Teeravit,Khun Cherncok,Khun Sombat
Actions
o Documents for Eco Choice and Underwriting guideline-Auto Team
Detailed written for Eco Choice and Underwriting Guideline
Template that will be the guideline for communication
• Start off with Product development process
o Documents for 5 claim strength point- Claim Department
o Some sample contents from claim to supply the newsletter- Claim Department
NPS or Some statistics
Good Claim Story
o Master Manual (Start-UP)-Auto Department
Note
Introduction
- From previous meeting, agents should not receive too much media from AIG since it will cause confusion.
o Agency News has too many information inside. Thus, auto should be the separate newsletter.
o We are not ready to include other departments in consumer lines
o We are going to follow the success from travel
2 years ago => Travel Newsletter
Consistent
Cheetah Mail
• Powerful tools for creating newsletter
o The newsletters are going to send in order each month.
1st Monday => Agency News
2nd Monday => Auto News
3rd Monday => Travel
o After we blast out the E-mail, branch managers will follow up by Line Chat or SMS
o Principle and logic for newsletter
4 contents
• Auto World
o We can let outsource find out stories but we have to pick our own story.
o Draw attention
• Auto on the move
o Communicate what is going on
• Claim Story
o NPS statistics
o What is NPS
o Claim good story
o To convince the agents selling our product
o If the belief is strong => Auto on the move will help on how to create the business
• Campaign
o Campaign
o Game
- The Key concerned
o Who are going to be the owner of this newsletter
Auto going to own it but who is going to manage it.
Should be the one who are going to suffer, if the newsletter won’t blast out in time.
Should be the one who can get benefit from it.
• Product Tower
• Agency
The one who is going to highly prioritize this task.
o If you want to pay for outsource
There will be contents that cannot be generate from outsource such as the details on underwriting guideline. (We might lack of AIG-ish)
We have to closely supervise the outsource
However, story of claim, we have to get someone who can make the story more dramatic.
o Auto want strategic from agency in helping in communication. However, agency also wants the confidence on the product and services from auto so that they can confidence communicate and persuade the agents.
Expectation on product tower
• Competitive on premium
• Fast Underwriting
• AM agree on the beneficial of the media
• Then, agency can own the communication media,
o For TA, profit center own it from Top to bottom
o Think about it in the different way
How to capture customer mind
• Think in term of strategy
o Media (tactics) can be supplement
o Ex. Auto make product more competitive
Agency boost agents from 2000 to 2500
• What will be the method
• What will be the resource
o AM/Branches/Newsletter.
• How to present them
o Different audiences come with different presentation format.
• Tools for Marketing
o The communication problem may came from lack of communication channel
Problem Identification
• Agency don’t know what going on
• Collaboration between Product tower, claim and agency
• Agency doesn’t have anything to communicate
• We cannot understand agency
o AM has different understanding
• Do agents know about Auto?
o They may know in general auto insurance
But not auto insurance operation inside AIG.
o Do we have information in written?
For auto, Write it => FAQ
On claim side
• Have slide which can be extract out as written documents.
o We can ask the agents directly
ask agents trainer and AM since they are the people who communicate closely withagents
o We can pick the documents on the topics that agents don’t know about to be the thing to communicate.
Can set the goals
• We should change the way we work
o If we have an idea, without asking other parties, we can refer back to our documents and immediately use it for communication.
• On newsletter,
o We should also supply the service statistics such as NPS
NPS definition
Method
• Create template
o Example Bank of agriculture and agriculture cooperative.
o Meeting Minutes
Introduction
Reason
Date
Objective
Benefit
Related Department
Workflow
Public Relation Process
o Ex. The insurance for agriculture product from Bank of agriculture and agriculture cooperative. Their document contain
How to do PR
Who they have to contact
Reason
Qualification of insured
Geographical location that this product will be offered
Etc.
Reader can follow without missing anything
o Start creating it since the project started
Write everything from product to services
May share it on intranet.
Regularly doing it
o For new employees,
What the big picture you should see
What you should know
• In document
Training on internal operations (3 week)
• We are lacking of resource.
- Actions
o Documents for Eco Choice and Underwriting guideline
Template that will be the guideline for communication
Start off with Product development process
o 5 claims good story
Manage the surveyor
• Use NPS to measure the performance
• Closely inspect the process
Financial Stability
• Pay garage in 3 days
• Large Loss can be settle anytime
• Total Loss 14 days
Garage approval 24 hours
Flat organization
• 2 level of approval
• Consider what it in? Is 2 level of our company faster that more than 2 level approval at the other companies?
Self Repair
o Master Manual
Information about auto insurance in overall
Background
Flow
Distribution
• Who is doing what
Product
• List
• Price
• Position
• Target
o New Employees read it then they can work immediately.