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Make change happen: Getting insurers ready to serve low-income and emerging markets

Duration: 1.5 day


Insurers and insurance providers need to make many changes in order to serve low-income households and emerging consumers effectively. Changes can include finding cost-effective ways to understand the needs of a new market segment, reaching clients through different distribution points, managing expenses to accommodate the lower margins per policy, and building systems to tackle the larger volumes of transactions.

While making changes in any organization is not easy, it may seem especially difficult within the insurance industry because of its inherent conservative outlook. Even when this change is a business necessity it can be hindered by a number of factors.

In spite of these challenges, more and more insurers are making changes to effectively serve the low-income and emerging markets. But successful implementation requires that the process is managed carefully with a systematic approach and process. This training is designed to equip participants with a detailed framework for change management while presenting the specific changes that are needed to serve low-income and emerging markets and the lessons and insights from institutions that have already gone through this process.

Training Objectives:

By the end of this course, participants will:

  1. Understand the key characteristics of the low-income and emerging markets and why insurers and insurance providers need to make changes in order to serve them effectively;
  2. Recognise the importance of managing these changes through a systematic approach;
  3. Explore what are the changes that insurers and insurance providers need to make if interested in serving these markets;
  4. Learn a practical framework to implement and manage change in an efficient and effective way;
  5. Explore specific and concrete strategies and tools that other institutions have used to manage the different steps of the change process;
  6. Be able to identify success factors in change management as well as potential challenges that may arise during the process; and
  7. Identify the desired future for their own organizations as well as some of the changes that are needed to achieve this future.

Who could benefit from the training:

The primary audience for this training are insurers and intermediaries that undertook an innovation and change project or that are interested in undertaking one in order to start catering to low-income households and/or emerging consumers. Ideally, participants should function at the management or project management level within their organization.


The training aims to build the skills of participants to apply the content in their day-to-day work.  Built on adult learning methodologies, the interactive sessions will utilize group work and exercises with lectures kept to a minimum.