Insurance value chain
Five core capabilities delivering continuous customer protection and operational value
Customer value
Protection • Trust • Resolution
STEP 01
Product development
• Design market propositions
• Address emerging customer risks
INSIGHT • DESIGN • LAUNCH
STEP 02
Marketing & distribution
• Reach target market segments
• Enable broker & digital channels
REACH • CONVERT • GROW
STEP 03
Underwriting & risk
• Assess policyholder exposure
• Price uncertainty & set limits
SELECT • PRICE • MONITOR
STEP 04
Customer service
• Service policy changes & billing
• Build retention & long-term trust
GUIDE • RESOLVE • RETAIN
STEP 05
Claims management
• Assess death, disability & critical illness
• Validate beneficiaries & medical proof
TRIAGE • ASSESS • SETTLE
Circular Feedback: Claims & service insights directly inform future underwriting, pricing, and product design