Resources

“Smart Microinsurance” is designed specifically for microfinance institutions (MFIs) that serve as intermediaries, offering microinsurance products provided by an external insurance company. While these guidelines are directed toward MFIs, they are general enough to apply to all types of microinsurance companies and intermediaries that deal directly with clients. However, these other providers may require additional client protection practices beyond the scope of this tool. Section 1 provides a list of the Social Performance Indicators for Microinsurance. Section 2 provides guidelines for microinsurance product design and for partnering with insurers and other service providers. Section 3 outlines key client protection guidelines for the following phases of the microinsurance process: I. Introducing the Client to Microinsurance, II. Collecting and Protecting Client Information, III. Activating the Insurance Policy, IV. Collecting Premiums & Ongoing Customer Service, V. Responding to Claims.

This is a toolkit to help providers of mobile financial services (MFS) in Pakistan improve the UX design of their smartphone apps. It is targeted at various providers in Pakistan – banks, mobile money providers, payment providers – who want to extend MFS to mass market in low-income emerging markets via a smartphone delivery channel. The recommendations in this Toolkit focus on the design of an app for the mass market - average moble money customers in the Pakistan market. It was our intention to create designs that would appeal to the broadest range of customers, from low-literate new users to existing customers who already use MM services. The design decisions that we feel allow new users (perhaps lower-literate, lower-income users) to engage with the platform do not, in our opinion, prevent existing, more “fluent” MM users from using the same app or platform. After rigorous testing, we feel the design recommendations in this Toolkit allow providers and app developers to design a smartphone app that has wide market appeal, both inviting new potential MM customers into the experience and catering to the needs of existing customers as well.

Una herramienta para instituciones financieras (IF) que desean incorporar prácticas de protección al cliente en su proceso de préstamos grupales. Dado que los préstamos grupales siguen siendo una de las metodologías más populares para brindar servicios financieros en todo el mundo, esta herramienta debería resultar útil para decenas de proveedores de servicios financieros. La herramienta es
aplicable a una amplia gama de metodologías crediticias, y puede adaptarse para su uso por parte de instituciones financieras que emplean la metodología de banca comunal, la metodología de “grupo de grupos” estilo Grameen y otras formas de préstamos grupales. La Sección I proporciona directrices para las IF sobre el diseño de productos de préstamos grupales y la capacitación del personal. El diseño apropiado del producto y la capacitación adecuada del personal no se aplican a una fase específica del proceso de préstamo grupal, sino que proporcionan una base para la protección del cliente durante todo el proceso.
todo el proceso. La Sección II divide el proceso de préstamos grupales en cinco fases clave e identifica buenas prácticas de protección al cliente para cada fase. El cinco
Las fases son: (1) Reclutamiento de Clientes y Preparación del Grupo, (2) Solicitud de Préstamo, (3) Evaluación y Aprobación de Préstamo, (4) Desembolso, (5) Atención al Cliente y Cobranzas.

In 2008, facing rising default rates, Fin-Común developed an approach called Collections with Dignity and carried out a detailed revision of the collections process to focus more on client outcomes and loan recovery. It put policies and procedures in place to implement this new philosophy. FinComún staff have been very pleased with the effects on portfolio quality and client relations.