Health Promise 2 What’s New 3 mPower 4 Anti-Fraud 5 Toppers – making the difference 6 South Sizzled with Agency Team 7 Interview 8 CONNECT july-auGuST 2011 • ISSue No. 06 Preview W elcome to the 6th edition of Connect, our platform to highlight the achievements and milestones of Max Bupa Agency Channel. I would like to thank each one of you for your endless support and co-operation through the past few months. You are truly a committed workforce and together we pledge to take Max Bupa to even greater heights and achieve greater milestones. We are growing as a team and our agency partners have doubled from the same time last year. It is indeed a moment of pride for me to see our agency network going from strength to strength and I am confident we will build a stronger and more impactful agency team in the coming months. In this issue, you will get to know more about our newest campaign – “Make a Health Promise” to help people take a conscious step towards becoming healthy. The philosophy behind this movement is to make people realize the importance of healthy living and encourage them to take out some time from their busy schedules and make a beginning towards healthy living. We look forward to your support in spreading the message for a healthier India. You will also get to know about our newest process enhancement in the form of mPower– our one stop shop to get all details that you desire by click of a button on your mobile phone. mPower, brings to you a great way to know the status of your customer’s application or the premium amount due on their policy, renewal notice and much more – through just one SMS. Do leverage this opportunity that mpower provides you with instant information at your fingertips. Also we bring to you the insight of Anti Fraud policy and its knowhow. We at Max Bupa wish you all a healthier and more successful year ahead. Best regards, Sibaranjan Patnaik Head – Agency Sales and Distribution From the desk of Agency Head APPlicAtion stAtus through sMs
Transcript
Health Promise 2
What’s New 3mPower
4
Anti-Fraud 5
Toppers – making the difference 6
South Sizzled with Agency Team 7
Interview 8
CONNECTjuly-auGuST 2011 • ISSue No. 06
Preview
Welcome to the 6th edition of Connect, our platform to highlight the achievements and
milestones of Max Bupa Agency Channel. I would like to thank each one of you for your endless support and co-operation through the past few months. You are truly a committed workforce and together we pledge to take Max Bupa to even greater heights and achieve greater milestones.
We are growing as a team and our agency partners have doubled from the same time last year. It is indeed a moment of pride for me to see our agency
network going from strength to strength and I am confident we will build a stronger and more impactful agency team in the coming months.
In this issue, you will get to know more about our newest campaign – “Make a Health Promise” to help people take a conscious step towards becoming healthy. The philosophy behind this movement is to make people realize the importance of healthy living and encourage them to take out some time from their busy schedules and make a beginning towards healthy living. We look forward to your support in spreading the message for a healthier India.
You will also get to know about our newest process enhancement in the form of mPower– our one stop shop to get all details that you desire by click of a button on your mobile phone. mPower, brings to you a great way to know the status of your customer’s application or the premium amount due on their policy, renewal notice and much more – through just one SMS. Do leverage this opportunity that mpower provides you with instant information at your fingertips. Also we bring to you the insight of Anti Fraud policy and its knowhow.
We at Max Bupa wish you all a healthier and more successful year ahead.
Best regards,
Sibaranjan PatnaikHead – AgencySales and Distribution
From the desk of Agency Head
APPlicAtionstAtusthroughsMs
Coca–Cola was originally green. 2
CONNECT
It is a moment of great pride for us as we share with you the launch of our Health Promise Campaign,
(www.yourhealthfirst.in). This is another step by Max Bupa towards becoming healthcare partners to customers in India.
Our new campaign, which started this month through a movement – “Make a Health Promise” to help people take a conscious step towards becoming healthy. The philosophy behind this movement is to make people realize the importance of healthy living and encourage them to take out some time from their busy schedules towards this.
We want to encourage people to take a conscious step towards putting their health first by making a health promise for themselves and their loved ones on www.yourhealthfirst.in. A health promise can be made for anyone. For example, you can make a promise for someone you care about to keep their diabetes in check; or to help your friend avoid eating junk food or even yourself to quit smoking.
This is a pan India campaign focused on healthier living, will enable people to put their health first by providing a platform in the form of www.yourhealthfirst.in. This website will helps you to share health concerns, access health information, get actionable tips, expert advice and also link to specialist healt- care services. The web page is also linked to various social networks and to a series of offline activities to facilitate health promises.
Each person who makes a promise for themselves or their loved ones will receive regular updates on their health concerns and what are the best ways to address these concerns.
The website will provide them an opportunity to speak about their experience in fulfilling their health promise, and connect with people with similar concerns in their city. Therefore it will help in creating communities that work together in taking care of their health. Max Bupa will be the facilitator for the formation of these communities and will support them by providing information on what to do next. This movement is supported by a series of TV, radio and digital messages and a series of on ground activities to build awareness about health across India over the next few months.
As part of our launch programme most of you participated in a series of activities at our branch offices across India.
The campaign started on the 18 August, with a press conference at the Lakme Fashion Week in Mumbai. A number of Actors, Fashion Designers and models like Kareena Kapoor, Deepika Padukone, Katrina Kaif, Shabana Azmi, Rahul
Bose, Arjun Rampal, Manish Malhotra, Rina Dhaka, Sabyasachi Mukherji and many more have joined this movement by making a health promise (you can see their health promises on www.yourhealthfirst).
We now want to invite you to become a part of Max Bupa’s Health Promise movement by making a healthy beginning. Put your health first, visit www.yourhealthfirst.in and make a health promise today.
MakeahealthPromise
The most common name in the world is Mohammad. 3
What’snew:mPower
Trying to know the status of your customer’s application or the premium amount due on your
policy? Max Bupa has launched mPower for agents. With mPower you can get the status of your customer’s
application and premium direct on your mobile phone. That’s not it. You can also receive your product brochures and renewal notice mailed to your inbox through just one SMS.
1. To check the status of your application on your mobile:
Type AS followed by your application number
Send it to 8826002828.
cAllforProductbrochurethroughsMs
2. To receive product brochures in your inbox:
Type PF followed by your product brochure name and email id
Send it to 8826002828.
3. To receive renewal notices in your inbox,Type RN followed by your policy number
and email id. Send it to 8826002828.
4. To receive premium instantly on your mobile (HB):
Type HB (for Heart Beat) followed by the sum insured, plan combination, DOB of the eldest member in mmddyyyy format, and location.
Send it to 8826002828.
5. To receive premium instantly on your mobile (FF):
Type FF (for Family First) followed by the plan variant (S for Silver, G for Gold, P for Platinum), individual sum insured and floater sum insured, location, number of members, and DOB in mmddyyyy format.
Send it to 8826002828.cAllforreneWAlnoticethroughsMs
4 The names of all continents end with the same letter that they start with.
CONNECT
“inquizitive”
If a customer has a family floater (2A+2C) 15L SI and wants to change it to Family First 1L+15L Gold SI, on which premium he will get his loyalty bonus?For this year , he will get loyalty bonus on the premium amount paid on the Family First plan (current premium paid) However, assuming that he continues with the same plan; in the 2nd renewal year, he will receive loyalty points on the last years’ premium paid.
Suppose a customer has taken a Family First policy for two members (Husband and Wife). Next year at
the time of renewal, he changes from Family First to Heartbeat floater , in this case , from when will the 2-year waiting period of maternity benefit start?The waiting period will start from the date of onset of the Family First policy.
If someone takes an indivdual Heartbeat Policy in 2010, and gets married in 2011 and includes his spouse in the same policy. Will she get maternity benefits in 2012?First of all the spouse cannot join the same policy: all the changes in the policy can only happen at renewal. The person has to buy a Family Floater covering himself and his spouse. Thereafter there would be a waiting period of 2 years.
Answer these questions correctly and win a prize and a special mention in the next issue of Connect. Your answers should reach us by 20thseptember2011. Send in your answers to [email protected].
AnswerstoinquizitiveofMarch-April2011issue: 1. A • 2. C • 3. D • 4. A • 5. D • 6. DCongratulations to winners of Inquizitive May – June 2011 - Alfredlawrence,KrishnanKailashand glenyssequeira.Your prize will reach you soon.
1. Can a divorced women staying with her parents and children be covered under the Family First policy?
a) No, its too complicated.b) Yes, irrespective of the fact
whether the women is married or not, she can be a part of the Family First policy with her parents.
c) Yes, but will only get a 50% coverage as per policy guidelines
d) Depends on when the divorce has taken place, as for such cases the divorce should take place at least a year back
2. Which of the following comes under suspicious
transactions?a) Frequent free-look cancellationsb) Policies beyond the apparent
needs.c) Unusual termination of policies
and refunds.d) All of the above
3. What is the benefit amount given as Domiciliary Benefit in Family First gold?
a. `45,000 b. `26,600c. `37,500 d. `2,00,0004. What percentage of the OPD
benefits in Platinum is carried forward at the time of renewal?
a. 30% of unutilized amountb. Flat 40%
c. 80% of unutilized amountd. There is no such carry forward
5. As per PML act 2002, a money laundering offence may lead to:
a. Rigorous Imprisonment from 3 to 7 years
b. Fine up to Rs. 500,000c. Both a & bd. None of the above
6. The Prevention of Money Laundering Act was formed in the year
a. 1997b. 2001c. 2002d. 1999
Will we cover the medical expenses for ectopic pregnancy under maternity benefit of the Heartbeat Policy?Medical Expenses for ectopic pregnancy will not be covered under maternity benefit. However, these expenses are covered under the in-patient benefit.
For specialist c o n s u l t a t i o n can one avail cashless benefit from a network hospital?Yes. However, this is only available for Platinum customers.
Elephants are the only animals that can’t jump. 5
The Anti-Fraud PolicyFrauds affect everyone, some are affected immediately and to some in the long run. Let’s first understand what by “Insurance Fraud”.
What is Insurance Fraud?Insurance fraud has existed ever since the beginning of insurance as a commercial enterprise. Insurance crimes also range in severity, from slightly exaggerating claims to fabricating medical records. Fraudulent activities affect the lives of innocent people, both directly through accidental or purposeful injury or damage, and indirectly as these crimes cause insurance premiums to be higher. Insurance fraud poses a very significant problem. Governments and other organizations are making efforts to deter such activities.
Fraud is defined as any intentional act or omission designed to deceive other, resulting in the victim suffering a loss and /or the perpetrator achieving a gain.
As an organization, it becomes important for us to prevent fraud at all levels. Now, let’s look at what our approach is towards Fraud Prevention.
Our Approach towards Fraud Prevention We, at Max Bupa, have a very systematic approach towards the prevention of fraud. On a regular basis, we: Undertake Fraud Risk Assessment at regular intervals Deliver messages supporting ethical behavior to
employees through the Executive Leadership Team (ELT)
Monitor and review including internal audits, business and claims analysis, compliance and internal control
Embed system rules and controls to prevent fraud pro-actively (e.g., maker checker process)
Institute and conduct an employee fraud awareness program that includes communication and awareness; quarterly circulation of e-newsletter, etc.
Define and review SOP‘s for areas which are prone for fraud like medical risk (underwriting and claims), healthcare purchasing, sales and distribution, etc
Conduct overall assessments of fraud prevention techniques, and
Conduct provider supplier, channel partner and customer vetting.
In addition to the above, our in-house Fraud and Investigation team has put together an Anti-Fraud Policy,
which enables you to raise flag on risks from internal as well as external parties. In addition, it helps prepare you to anticipate and prevent such occurrences.
Salient Features of the Anti-Fraud PolicyListed below are some prominent features of the anti-fraud policy. It:
Raises awareness to fraud prevention, detection and remedy related responsibilities.
Promotes an anti-fraud culture that encourages employees, customers, agents/advisors, vendors, service partners and healthcare providers to act with integrity, selflessness, objectivity, openness and honesty.
Develops tools and techniques for the detection and deterrence of fraud.
Provides a suitable environment for all stakeholders to intimate suspected fraud (if any)
Ensures that all suspicions of fraud and corruption are investigated in a professional and consistent manner.
Clarifies the action to be taken by Max Bupa in the event of fraudulent activity being confirmed including loss recoveries.
What is Your Role?You are a key member of the Max Bupa family and play a huge role in fraud prevention and detection.
Your role is to: Be vigilant at all times and report any concerns at the
earliest. Be alert to the possibility of fraud and take special care
where unusual events or transactions occur. Understand and comply with the Max Bupa’s Code of
Conduct and demonstrate due regularity and propriety in the use of official resources.
Comply with controls and procedures in your areas of responsibility.
Cooperate with auditors conducting internal checks, reviews or investigations.
For any queries, feedback, suggestions and intimations you can write to us at [email protected]
Anti-fraud
Rohit KumarAnti Fraud Department
Peanuts are one of the ingredients in dynamite. 6
CONNECT
toppers–makingadifferenceestherbuella,bangalore.She joined Max Bupa on 15-April-2011. Her father is a civil contractor and mother is a home-maker.
Esther is a hard worker and is always willing to give her best. She has an
extremely positive attitude and wishes to achieve greater things in life. Her hobbies include reading books, playing chess and carom.
In the span of 4 months, Esther has logged 40 NOPs, 306 NOLs, around 10 lacs GWP.
yogeshbabulallahoti,Pune.
He joined Max Bupa on 30-April-
2010. Yogesh is disciplined and likes
the sedate lifestyle he leads. He is
passionate about working out and
keeping fit. He starts his day early and
enjoys cycling and playing tennis.
His hobbies include listening to music and travelling
with family and friends. Yogesh has had the
opportunity to travel around the globe through his
various achievements and rewards. His strengths
include a customer-centric approach and always
willing to walk that extra mile to deliver the best on
services and advice. His ultimate goal is to be the
most admired insurance advisor.
Yogesh’s support system includes his parents, his beautiful wife Kavita and two kids.
A stupendous performer, Yogesh is one of the toppers in GWP for the period January to July, 2011.
sanjayKumarsharma,surat.
He joined Max Bupa on 29-May-2010. He has two children and his wife is a home-maker.
His was a Premier League Qualifier for 2010. A great performer, Sanjay is one of the toppers in NOP and NOL
for the period January to July, 2011.
rakeshKumarJain,hydrabad.He joined Max Bupa on 24-November-2010. A self-disciplined achiever, Rakesh is well supported by his family members.
He plays cricket in his spare time and is passionate and grateful for the support offered to him by his family and friends.
Rakesh possesses a friendly nature and easily mingles with people.
A great achiever, Rakesh is one of the toppers in NOP for the period January to July, 2011.
shushiladevidoshi,surat.She joined Max Bupa on 31- August-2010. She lives with her two children and her husband is a businessman (cloth merchant).
She got the Premier League Qualifier Award for 2010. An extraordinary
performer, Shushiladevi is one of the toppers in NOP and NOL for the period January to July, 2011.
timirbaranMahapatra,delhi.He joined Max Bupa on 13-July-2010. An ardent worker, Timir is comfortable working and interacting with different types of people. He makes friends easily and his most memorable moments at
Max Bupa include having a personal meeting with the CEO and the Directors.
During his spare time, Timir loves to travel to hill stations and spend quality time with his family.
A committed performer, Timir is one of the toppers in NOP for the period January to July, 2011.
suryabhatia,delhiHe joined Max Bupa on 16-June-2010. His hobbies include playing tennis and relaxing. He enjoys spending time with his family.
He was a Premier League Qualifier for 2010. A great performer, Surya is one of the toppers in NOP and NOL for the period January to July, 2011.
7Proportional to their weight, men are stronger than horses.
southsizzledwith
Agencyteamthecarnival:In July, the Chennai branch hosted the Advisor Carnival.The branch wore a festive look with balloons and decorations as 24 advisors enthusiastically took part in all the functions.
The group was divided into two teams - Strikers and Winners. There was a lot of fun while they played basketball, volleyball, bow and arrow, and clip in the hanger. The event ended with antakshari and a a special performance on the dance floor.
Chocolates, songs, music, and the team building activities kept every one together as a team there was much excitement. So enthused were the participants that they asked for a programme like this to be repeated every month!
The carnival also ensured the feel that the Advisors were part of the Max Bupa family.
theeyecheckupIn August, the Chennai branch witnessed a huge crowd of people trooping into the branch for an eye-check up. This free eye-check up camp done by Lawrence and Mayo was very successful. About 86 (60 advisors with family members) people benefitted from this camp.
graduationdaycelebrationIn month of August, the Bangalore, Hyderabad and Cochin branches celebrated
their Graduation Day. All the new advisors who had done business were felicitated with a certificate. The advisors also cut a cake to celebrate their achievement.
healthcheckupcampIn August, a Health Check Up camp was organized for the Agency channel, on the occasion of Youth Day in at the Max Bupa Office in Bangalore. The focus was a health check up camp and a lead generation activity. About 180 leads were generated from the activity.
independencedaycelebration
On 15th August, the advisors and employees gathered in full swing to celebrate Independence day at the Bangalore branch. The office was decorated with tri-color balloons. There was a cake cutting ceremony followed by the singing of the national anthem.
clublaunchThe Hyderabad branch celebrated the R&R ceremony along with a Club Launch in month of July. Prizes were given out by Mr. Naveen Kumar Labhi (Branch Manager- Agency), to all the winners of Gold Rush and Race Ahead contest. Various clubs (Summit / Superb / Seeker) were also launched and advisors were motivated to become a part of these clubs.
Max Bupa Health Insurance Company Limited, 2nd floor, Salcon Ras Vilas, D-1, District Centre, Saket, New Delhi 110 017Contact us at: email: [email protected] Website: maxbupa.com
Rejection is part of selling. You have clearly beat that by being one of our top performers. How do you handle this aspect of the job? What are some best practices that you would like to share with your colleagues?I agree that rejection is a part of selling and accepting that rejection and moving on makes you even tougher to face challenging situations. I have done just that. I always believe in sharing the value of the product to the client and how this will benefit him and his family. The ultimate choice remains with the customer.
I always take a NO as “I Don’t Know”, and through deeper probing my aim is to provide a solution to all of the customer’s objections. Once the objections are out, it gets easier to overcome these with knowledge and experience.
One thought thatI’d like to share with my colleagues – Understand and know your product well. Be clear that this is a product which requires the highest level of service and integrity.
Think back to the last time you lost a deal. What
did you do to recover? Did you lose hope or did that feeling motivate you to do even better the next time around? What’s your own definition of happiness?As mentioned earlier, I take a “No” as a choice made by the customer. Losing and gaining is a part of any business. I live to keep myself motivated each day and each moment. Once you love what you do, you are bound to be always happy. I strongly believe that - giving failure the power to make one feel unhappy is a weak person’s job. I wouldn’t say that I don’t get disturbed due to rejections, but what’s more important is how quickly I bounce back. With one rejection, I force myself to do more business.
What has been your most memorable moment for you at Max Bupa.The most memorable moment for me at Max Bupa was the time when my customer received his claim. I was really impressed with the smoothness in which SM Darshana guided me and the customer to use the cashless claim.
What do you see as Max Bupa’s strengths and what changes do you think would improve sales and productivity? How do you feel you could contribute to this improvement?Bupa being associated with Max India is what I see as a great strength. I look at Mr Analjit Singh as an icon who is totally committed to the welfare of his clients. To improve sales, a good suggestion would be to have a reinforcement training (quarterly) on products and services. This will also act as a good forum for sharing ideas and best business practices. Another area of improvement can be organizing health campaigns for agent advisors at their clients, offices.
Tell us one thing about you that not many people know.I am passionate about working out and keeping fit. Don’t know if too many people know about this!
Mr. Ravi Rajpal from Mumbai was chosen for special interview.
