Strategies and structures: (Rudi Cornelissen, P&V) - International ...

Icmif Intelligence Committee
22 april 2013
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
1

Member engagement:
Strategies and structures
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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P&V Group’s strategy
Our reason for being and our values
The P&V Group's reason for being
And its values
Through the development of its insurance
business, to be an important, stable
operator in the Belgian economy,
applying and promoting cooperative
principles, namely:
Customer
focus
Expertise
Respect for
individuals
’
• The quest for the best service at the
best price
• Added value for its customers,
intermediaries, employees and it’s
cooperators
• Responsible citizenship and solidarity
Integrity,
,
honesty and
respect for
commitments
Solidarity
Taking -
responsability
Performance
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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P&V Group's strategy
Our goals
• To be in the top three in Belgium's insurance sector in the selected
domains.
•To be a firm with a solid financial structure based on risk
management, guaranteeing the profitability of its operations to ensure its
development and sustainability over time.
• To be recognised for the quality of its services, with its range of
products and advice.
• To be a trustworthy partner, reliable and close to its intermediaries
and customers.
• To be a firm where every employee is motivated and
supported in their personal development and where working in a
team and inter-departmental collaboration contribute to
achieving the Group's aims.
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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Structure of the P&V Group
Socialist mutual
health funds
Trade Unions:
General Central & Belgian
federation for the metals
industry
Cooperative
organisations
PSH
VIVIUM SA/NV Piette&Partners SA/NV Arces SA/NV
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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P&V as a cooperative enterprise
• P&V is a second-degree cooperative.
• The cooperative partners are institutionals.
• The Board of Directors consists of:
- Independent directors
- Executive directors (DC)
- Directors – representatives of the cooperating partners
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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Notification of the council of users to the
P&V Assurances Board of Directors
The council of users recommends advise the P&V Assurances Board of
Directors to give specific form to its cooperative values within the insurance
business via:
1.Stronger involvement of the customer.
2.A response to the demographic and lifestyle changes through the product and
service offering.
3.Facilitation of access to insurance for marginalised groups.
4.The reintroduction of a cooperative mindset among staff and ensuring diversity
therein.
5.Continuing encouragement of dialogue and deliberation within our movement.
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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The P&V Group listens to its distribution partners
• Own satisfaction surveys
• Independent sector-wide satisfaction surveys
• The results of satisfaction surveys are thoroughly analysed.
• Specific surveys: Voice-of-distribution
• Channel Management
- Monitoring our offer at the distribution points
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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The P&V Group listens to its policyholders
• Specific bodies
- Department of Marketing Analysis, Marketing and Innovation Board, etc.
- Focused to identifying trends and customers' needs.
- Translate these into concrete initiatives.
• Satisfaction surveys
- Also with the end customers/policyholders
- Clear view on the improvement points
- Best barometer
• Specific surveys: Voice-of-Customer
- Preceding important product launches, process innovations, etc.
- By means of in-depth interviews, etc.
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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Experience our cooperative values in full as a
differentiating long-term market advantage
Our major
projects in
2013, to
prepare for
our future
An environment typified by a multiplication
and acceleration of changes (financial and
economic, social and sociological, legislative,
etc.)
Life insurance
vision of the future
In-depth review of our
claim settlement
processes
Spread
of multi-access
An advantage of the P&V Group (little
taken advantage of today): our
cooperative identity, differentiating by
nature
OUR CHALLENGE
Gather all these
initiatives around a
unifying project
that puts the
customer at the
heart of our
business and that
will acknowledge
the full
importance of
every employee
in doing so:
A COMPANY
PROJECT
Two
principles
A corporate
vision
Three key areas for work
1 | Customer strategy
3 | Motivation of teams
1. A participative approach
2. A measure of results
> Customer focus
> Differentiation
2 | Declination to customer route
> Motivating
> Lasting
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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Thank you for your attention.
More questions?
The P&V Group is comprised of the brands P&V, VIVIUM, Actel, PNP, Euresa-Life and Arces
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