Examine the customer need
Assess relevant exposures, existing protection, affordability and the consequences of exclusions or benefit limits. Define what information is needed for a suitability conversation.
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Banks, NBFCs & MFIs
Protect the customer.
Understand the book.
Insurance connected to lending needs to make sense beyond the loan. Start with the borrower’s financial exposure and the lender’s actual risk.
Customer suitability
A loan amount is not
a needs assessment.
A customer may need protection for health costs, business interruption or livelihood shocks as well as loan repayment. The product and sales process must make those distinctions clear.
Design the proposition
Explore customer protection and credit-book resilience as related but different objectives. Develop product and insurer briefs with the beneficiary and payment structure explicit.
Make the process usable
Scope needs-assessment questions, explanations, consent, referrals and servicing steps. Translate requirements into workflow and testing rather than leaving them in a policy document.
What you can commission
A customer-to-process
design brief.
01
Segment needs and protection-gap assessment.
02
Product options, suitability questions and customer explanations.
03
Sales/servicing workflow, requirement mapping and acceptance tests.
Applicable RBI and IRDAI requirements are checked for the entity, product and channel in scope. No general statement here substitutes for that applicability review.
Related work
The weather can affect
the loan book, too.
For rural and livelihood portfolios, climate exposure can affect both customer income and repayment capacity. Start with the underlying exposure before choosing a protection structure.
Explore climate and livelihood programmesBorrower & frontline research
Understand the journey
on both sides of the desk.
Research with customers and frontline teams can uncover gaps in understanding, suitability conversations, enrolment and servicing. Bring those findings into product choices, communication and process design.
Explore research & field researchStart a conversation
What are you trying
to make work?
Bring the question on your desk. We’ll help turn it into a clear brief, useful outputs and an agreed scope.
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