ENROLMENT Enrolment is the most crucial client interface process. Success in enrolment relies on simple and quick procedures, convenient locations, timing and a trustworthy interface (such as peers) for the client. Procedures that do not demand frequent back‑andforth contact with the client are most likely to increase access. Technology has been a prime enabler.
Solutions for enrolment: ÒÒProvide the client with simple and quick procedures such as online applications, call centres or paperless
enrolment (see Box 1) via use of bar codes and GPRS systems; ÒÒOffer relevant and convenient places and timing for enrolment, such as on-site enrolment; ÒÒEnsure trustworthy interfaces for the client (e.g. peers, community leaders) at the time of enrolment and continuous face-to-face communication; ÒÒCombine technology-based self-enrolment with frequent interventions such as automatic outbound calls, access to call centres and, possibly, interactive voice options.
BOX 1. Paperless enrolment in Kilimo Salama The Kilimo Salama provides an excellent example of how to drive efficiency by eliminating all paperwork, making the procedure quick and easy for vendors and clients. Farmers visit a certified agro-dealer, who offers Kilimo Salama for a premium proportionate to the cost of inputs purchased. Should the farmer decide to buy the insurance, the value of the inputs the farmer would like to insure is entered into a mobile phone application. This application then informs the dealer of the premium owed and the farmer pays the dealer for both the goods and the premium, in cash or using the local mobile phone-based money transfer system M-Pesa. The dealer enters the farmer’s details: name, mobile number and location of the closest weather station on the dealer’s mobile phone, and transmits this information via General Packet Radio Service (GPRS) to the insurer through a central communications server. Immediately following registration, the farmer receives a text message with the policy number and coverage details. Both the dealer and the farmer feel comfortable with the procedure, as scanners have been introduced in Kenya for some time in local supermarkets. Finally, the dealer wires the collected premiums electronically to the insurer via M-Pesa.
FIGURE 2. The Kilimo Salama enrolment process 1
Dealer is given a mobile phone with the Kilimo Salama application and scanning possibility
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Dealer enters the farmer information including the closest weather station
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Dealer scans QR code for each purchase to be insured (capturing crop, amount, insurance type)
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Purchase are listed and confirmed
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Dealer enters and confirms mobile number of the farmer
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App transmits data to server in Switzerland where policy is automatically issued
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Farmer receives confirmation on his mobile phone
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