Council opinion about the LAPP
Council opinion about the
LAPP
March 2016
S
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m
m
a
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y
•
Why we did the research
•
How we carried it out
•
Whom we included
•
What we found out:
•
Insurance decision making considerations
•
Factors important to retaining current members
•
Reasons past members exited
•
Why non-members have never been in the LAPP
•
Opportunities to increase retention and attract past and non-members
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This presentation highlights the findings of a research conducted in New Zealand in March 2016 regarding the Local Authority Protection Program (LAPP). It delves into factors influencing insurance decision making, retention of members, reasons for member exits, non-member participation, and strategies to enhance retention and attract new members.
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Presentation Transcript
Council opinion about the LAPP March 2016
Summary Research New Zealand | March 2016 2
This presentation Why we did the research How we carried it out Whom we included What we found out: Insurance decision making considerations Factors important to retaining current members Reasons past members exited Why non-members have never been in the LAPP Opportunities to increase retention and attract past and non-members Research New Zealand | March 2016 3
Background Research New Zealand | March 2016 4
Background In 2010, the majority of councils were members of the LAPP Since the fund s depletion, as a result of the Canterbury earthquakes, numbers have dwindled to just 32 of the 82 councils Exited councils have either insured privately or joined regional LASS Because our LASS has now grown, we ve now got huge purchasing power. The commercial insurance market worked very hard to try to deliver a product to the 20 or so councils that were exiting the LAPP and were able to come up with something pretty attractive. To avert further decline and attract more councils, Civic Assurance are developing a marketing plan Research New Zealand | March 2016 5
Purpose and design Research New Zealand | March 2016 6
Research objectives To inform the marketing plan by providing an understanding of: Current members value of the LAPP and current satisfaction Past members reasons for exiting and what would encourage them to re-join Non-members reasons for never having joined Opportunities for improvements, including Civic Assurance s performance, to encourage retention and attract past and non-members Research New Zealand | March 2016 7
Research Design Two streams of research between 25 September and 11 December 2016 12 qualitative interviews completed by telephone or in person to inform the survey and provide detailed insight Online or telephone survey completed by 35 councils 60% of councils included in the research Research New Zealand | March 2016 8
Findings Research New Zealand | March 2016 9
Target audience Decision makers in relation to purchasing infrastructure insurance include: Chief Financial Officers, Asset Managers, Corporate/Business services Managers, Property and Insurance Officers Although some involve Councillors and/or Mayors in final decisions, they are not seen as the primary target audience A number of councils also seek independent advice from insurance brokers Research New Zealand | March 2016 10
Insurance decision making factors Key product related factors Financial surety of cover Degree of risk exposure Secondary factors Contract transparency Pricing/deductible amounts Cost of premium/contribution Provider related factors Independent advice Customer orientation Research New Zealand | March 2016 11
Product related factors Research New Zealand | March 2016 12
Provider related factors Research New Zealand | March 2016 13
Retention of current members Key product related factors Financial surety of cover Degree of risk exposure Secondary factors Cost of contribution Stability of pricing Reinsurance underwriters Provider related factors Local government knowledge & specialisation Trustee flexibility in claims assessments Degree of independent advice Research New Zealand | March 2016 14
Retention LAPP related factors Research New Zealand | March 2016 15
Retention provider related factors Research New Zealand | March 2016 16
Perceived strengths of the LAPP Collective philosophy underpinning the fund Appreciation that the LAPP filled the gap when no other insurers would Benefits of investing in a mutual fund Limited membership making the fund more sustainable It s a premium, plus investment to build. Philosophically, it was about banding together as a group of councils for a common goal. LAPP was established simply because the commercial market couldn t provide the cover that territorial and regional councils required. If people are pulling out, the pool that s available versus the risk gets bigger To our benefit potentially, down the track. Research New Zealand | March 2016 17
Strengths of members relationship with Civic Assurance Long term relationship Support for local government NZ owned and managed Confidence in governance Positive claims experiences Satisfaction with communications A partnership of sorts A mutual tends to suggest you re in something for the long haul. The trustees I know where their experience is from and have confidence in them. It s a specialised local government system, driven by people in New Zealand with local government at heart. The service from the LAPP fund was excellent. If fact, you could probably say with hindsight, they were too good. Research New Zealand | March 2016 18
Risk of losing current members More than half current members have considered exiting Councils with low risk exposure are lesslikely to value the LAPP Councils with high risk exposure have concerns about the LAPP s ability to cover their assets in the event of a major natural disaster Provider related factors are not a key consideration What we did seriously have to look at was whether LAPP had the re-insurance to support the asset base they were insuring it s building up again, but we did seriously look at it two years ago, when the decision was finally made to stay. Research New Zealand | March 2016 19
Past members main reasons for exiting a key part of their consideration Cost of the annual contribution Concerns about financial surety/sufficiency of cover Exposure to other councils risk Degree of the council s own risk exposure Again, provider/service related factors were not Research New Zealand | March 2016 20
Perceived weaknesses of the LAPP Depletion of the fund, increased contributions and liability to fund other councils in the event of a major natural disaster Level of risk involved in LAPP s ability to provide cover Perceived limitations of wholesale reinsurers Depleted membership As a result of Christchurch, that led to LAPP s problems and its inability to provide us with the cover that we required. LAPP came up with the idea that we ll pay the contribution and, if there was a natural disaster, everyone will pay up to five times their contribution, up to twice a year. That meant we were going to be up for quite a lot of money. LAPP are limited, in terms of their pool, whereas, we re dealing on the international market. Research New Zealand | March 2016 21
Perceived shortcomings of Civic Assurance Lack of transparency and clarity in risk assessments and cover Dissatisfaction with level of communication and channels (promoting the LAPP to Councillors, rather than those who are involved in insurance decisions) Lack of independent brokerage Perceived conflicts of interest with retention of Christchurch board members Requirement to give a year s notice The whole point of a broker is there s some form of independence. That expertise that Aon were able to bring has enticed councils away from the LAPP, because they weren t seeing the transparency that LAPP uses; the Australian people. I certainly haven t had a phone call, or a visit, or anything like that Aon, as a broker, are held at arms length Whereas, we get a political lobbying for LAPP to stay in the tent. Research New Zealand | March 2016 22
Non-members insurance arrangements Most non-members are self-insured, due to: Low risk exposure Concerns about other councils infrastructure risk, compared to their own The cost of contribution/premium We are a relatively small council and we have very little in the way of infrastructure. So, that s been our policy to date. Self-insurance. Our risk is probably a lot smaller than a lot of other councils and, potentially, we d be propping them up and us having not much benefit. Research New Zealand | March 2016 23
Opportunities to increase retention and attract past and non-members More than half of all councils surveyed expressed an interest in proposed enhancements New market opportunities Working collaboratively with councils to assess their risk and cover requirements (greater transparency and clarity) Enhanced service support (in line with brokers) Providing insurance cover for currently uninsurable assets (bridges, roading) Having separate LAPP funds for urban vs. provincial councils (ameliorating concerns about exposure to other councils risks) The LAPP fund should be structured in a way to minimise risk. Let s say we had three LAPP funds Because they re all geographically distant from each other, it s unlikely they re all going to be hit in the same year. We just need to see more of them and they need to be seen to be working closer with us. Research New Zealand | March 2016 24
Areas of opportunity Research New Zealand | March 2016 25
