Mario Vela
Director General
GNP Seguros
View from the Top

Public-Private Schemes for Better Service Provision

Mon, 02/05/2018 - 17:16

Q: What is GNP Seguros doing to raise awareness about the importance of insurance products?

A: Mexico has one of the world’s lowest penetration rates in terms of insurance; it is time for authorities to increase the use of tax incentives to make some coverage mandatory and to encourage people to get insurance. This can create a virtuous cycle so the government and people do not have to absorb all the expenses. The process should start with education: people need to know that being insured can create a situation of mutual benefit for the client, the government and the insurance sector. GNP Seguros actively participates in raising awareness so Mexicans are taken care of with the products available in our portfolio. One of our most successful stories happened three years ago, when we created an organ donation campaign focused on accident prevention and the benefits of being insured. We emphasized the importance of taking precautions at the wheel and also pushed for people to subscribe to the official list of organ donors.

Q: How do GNP Seguros’ website and apps address growing consumer demand for digital services?

A: Most companies are adapting to Industry 4.0 and GNP Seguros is no exception. Technology is integral to our customer service and for the quality of the product we offer. Our Conecta Móvil app gives the user full control of our services. Our app also provides a GNP card so the client can visit a hospital without major complications and with all the necessary clinical information. Our digital system is connected to more than 20 hospitals, which allows us to share medical information. GNP Seguros’ technology connects the patient, the hospital and the company in the best way possible to improve processes and results.

Q: How is technology boosting GNP Seguros’ performance?

A: We are betting heavily on digitalization to increase sales and to improve our services and claims management. We use an AI-based chatbot to sell our new low-cost insurance line. This chatbot focuses on guiding clients to acquire accessible health policies that cost around MX$1,000 (US$52) a year. For our car insurance customers, it is easier to contact the insurer and receive information in real time about the location of the adjuster and the waiting time. We guarantee quality and efficiency in our customer service.

GNP Seguros is also working on another app for reporting minor crashes. If a client hits an object or someone damages their car, our app allows the user to take a picture to estimate the cost of repair and deductible coverage, in addition to offering recommendations for mechanical workshops. Everything is done instantly and in real time. Technology also serves to provide greater security for the insurance sector against possible fraud. Through AI, GNP Seguros can detect anomalies and patterns to limit unnecessary expenses and thus keep our premiums low and accessible.

Q: How can insurance companies complement social security and contribute as a financial mechanism for health management?

A: Coverage varies from one health institution to another so we believe the government can approach the insurance sector to achieve better access. Seguro Popular and other institutions do not cover all medical conditions so the private sector can complement their work. GNP Seguros believes that working under a complementary scheme will provide the patient with a much better service. This initiative can be complemented even further if there is standardization of quality, services, protocols and other indicators to administer the health system. We have to start thinking about the health system as a unitary entity.

Q: What trans-sexennial proposals would GNP Seguros suggest to improve the health system and the participation of the insurance sector in Mexico?

A: In the private sector, it is necessary to implement and maintain quality indicators similar to those of the public sector. The government could start by creating a single quality base for all hospitals so that the population has better access to healthcare. Another opportunity is to incorporate standardizing management tools (GRDs) to create a system of risk adjustments based on the consumption of patient resources at Mexican hospitals. The government also could rely on other public-private schemes to reorganize the way health is provided in Mexico. One option could be to expand insurance coverage to increase access. A person affiliated with IMSS or Seguro Popular through an insurance expansion could increase his coverage and have access to private hospitals, which would help balance the burden on health institutions and democratize access to healthcare.  

Q: One problem insurance companies face is the lack of assertive verification of services provided by hospitals. How can communication between parties be improved?

A: For GNP Seguros and other insurers to simplify the reimbursement process, it is necessary for health service providers to submit more detailed information. GNP Seguros facilitates communication with hospitals through a technology platform that tracks more than 750,000 procedures a year in a faster and more personalized way. The insurance sector requires hospitals to provide a descriptive diagnosis. As a result, it is easier for us to make the payment for hospital services and maintain a low premium for the patient. If insurance companies include unverified payments then the premium increases, affecting the client, hospitals and access to medical care in general.

Q: What is GNP Seguros’ participation in the Mexican light-vehicle market? How many light vehicles are covered by GNP insurance?

A: In Mexico, there are 113 insurance companies. Our penetration in the automotive industry is 12 percent. We differentiate ourselves from the rest through the quality of our services and in the innovative alternatives we offer our clients. We are looking for new ways to increase our leadership in the market by focusing on cars with one or more years of use to strengthen our participation. Only 28 percent of Mexico’s population has car insurance and only 18 states make civil liability mandatory. It is necessary to push for a national insurance regulation that makes civil liability mandatory.

Q: How is GNP Seguros bolstering its penetration of auto insurance in the Mexican market?

A: Our company has the highest insurance penetration in the country. We are focusing on providing insurance to the lower segments of society to increase the country’s health coverage. In the automotive sector, we launched three new products: Smart Drive, Smart Follow and Smart Trip. Smart Drive is an app that encourages drivers to develop preventive driving habits because the better you drive, the lower your car insurance premium will be. Smart Follow is an app that helps transport service providers ensure that their drivers exhibit proper driving behavior throughout a trip to ensure the safety of goods and workers. Smart Trip is a car insurance proposal based on the kilometers driven. The app creates a premium that covers exactly what you need.

Q: What are GNP Seguros’ expansion goals in the Mexican automotive and health sectors? How does the company plan to increase its market share?

A: GNP Seguros offers unique coverage and top-quality service. Mexico is one of only two countries that offer coverage for meteorological and earthquake risks. To achieve this, we signed an alliance with Sompo Canopius, a global insurer and reinsurer. Also, we partnered with Beazley, a British world leader in cyber risks and created Cyber ​​SafeGNP to cover different-sized companies that need to protect their information and help them to have a contingency strategy in case of a cyberattack. This is how our strong diversification helps us to consolidate as a leader and grow our position in the sector.

Our goal is to innovate by diversifying our services and to increase our penetration in the market with strong exposure through social media. We are the industry’s most active company when it comes to online presence. We have around six daily publications to share information about prevention, our portfolio of products, insurance tips and other relevant topics.