پژوهشنامه بیمه
سال سی و پنجم شماره 2 (تابستان 1399)

 Developing an optimization model based on CLV to customer targeting for the retention program

  This research consists of three steps. In the first step, using data mining methods, the churn probability of each customer is determined. In the second step, the customer lifetime value for each customer is calculated and finally, in the last step, the model is solved using the LP-metric model in GAMS software. we used the proposed model for one of the insurance organizations of the country. 

  A bi-objective optimization model based on CLV is proposed for selecting target customers for the retention program and selecting relevant costs for each customer. One of the objective functions is set to maximize CLV from performing retention programs and the other one is set to minimize program costs.

  By solving the proposed optimization model, a Pareto diagram is obtained that taking into account the opinion of experts, each point on this diagram can be an optimal answer for selecting the target customers of retention programs and how to spend for them.

Today in the Insurance industry, playing the role customer of follow the service providers has become the guiding providers. Therefore, due to the difference in profitability, volume and type of purchase, loyalty, risks, behavioral and demographic dimensions we seek to create significant demarcations between them with using the customer segmentation approach that by recognizing the characteristics of each of these different groups increase the competitive power and success of activists in this field be provided.

Customer Segmentation Using a two-step cluster analysis with scalable cluster analysis algorithm with respect to the feasibility of this technique in the analysis of continuous and categorical variables was performed. Dominant patterns in customer grouping was identified. Then using discriminate analysis, clustering validity was examined.

According to the defined indicators, customers were divided into six clusters.  Variables discounts offered, profit, claims ratio, volume and number of insurance purchased the highest role in the separation of the clusters. Also, in terms of profitability, all clusters are different from each other. In terms of absorption method debtor cluster with Passers and favourite cluster with credit worthy are different.

Insurance companies can use the customer segmentation technique based on the criteria proposed in this article and identify their characteristics, identify the position of each group in the company's profit or loss, predict and draw the behavior pattern of potential and future customers with similar characteristics. Determine the target market and appropriate marketing strategy to increase their competitiveness compared to other competitors.

Nowadays, Organizations have adopted process-driven approaches in order to improve their operations. Process identification and refining them in organizations is essential to save time and reduce costs. Process management, enterprise risk management and compliance checking with the rules are of the main challenges of today's process-oriented organizations, especially insurance companies. Today, insurance has made tremendous progress in our society. In the meantime, the process mining helps insurers identify the existing process and understand the extent of noncompliance with business rules.

This study aims to identify the existing process and understand the extent of non-compliance with the business rules timely by using Process Mining technique through PMPM implementation methodology, conducted in one of the active insurance companies of Iran.

In this study, the process has been visualized using existed event logs registered in the organization's information systems. Then, by applying ProM software, business processes are analyzed, the sequences of the activities related to the process are reviewed regarding selected business rules and finally some improving suggestions for process improvement are presented.

Generally, this case study gives some new insights which can be propose to process analyst in the finance area. This approach can be used in parallel with the other control and audit methods as well as performance improvement of information system in order to diminish operational risks. Therefore, it can create a useful insight by presenting a timely rule-based process analysis in a short-term.

Life insurance in Iran is not only not well-developed but also at low risk of early surrender, causing long-term disruption to insurance companies and insurers' dissatisfaction. This is due to the difficult rules of early life insurance surrender. In recent years, there has been a lot of effort in the insurance industry to increase the share of the life insurance portfolio. Currently, this share is negligible compared to global statistics, and some of them are surrendered annually. Regarding the fact that the researches in the field of life insurance all had a backward perspective and none of them sought to predict this behaviour in the customers, this research aims to measure the tendency of people to life insurance surrender, by independent variables including fatalism, social capital, awareness of the benefits of life insurance, the value of life insurance benefits to the individual, the sense of political security, the sense of economic security, occupational security and contextual variables, and thus the prediction of life insurance surrendering behaviour in life insurance policyholders.

Themethod used in this study is correlation and regression tests.

According to the research findings, which is based on a sample of 400 policyholders of the life insurance of one insurance company in 2011-2016, there is only a direct relationship between social capital with a tendency to surrender, and other variables had inverse relationships with it. Also, the hypothesis of the existence of an inverse relationship between the tendency to surrender with economic security was rejected. Among the contextual variables, the level of education has the strongest relationship with the tendency to surrender, which is also inverse. In addition, according to the results of the regression test, among the variables studied, the fatalism variable is the most powerful in the tendency to life insurance surrender, and afterwards, the value of life insurance benefits and a sense of political security. The variables of hope for future and sense of economic security have the least overall effect and have less explanatory power than the other variables.

Therefore, given the importance of the value of life insurance benefits, insurers and life insurance salespeople should do their best to understand the real benefits of life insurance coverage to the customer or life insurance insurer. To do this, continuous training of agents andbrokers, as well as the use of control mechanisms to ensure that life insurance vendors are properly informed about the benefits of insurance, have special importance.

This study aims to determine the Observable Behaviors of supportive cultural succession planning (SCSP) in the Iran insurance industry

This study was conducted based on the mixed method research along with the descriptive-exploratory approach. Regarding the qualitative and quantitative stages, population of interest contain academic staff and insurance experts and employees of the insurers' central branches respectively. Furthermore, for the qualitative part, the sample of size 13 is taken based on the purposive judgmental sampling method and according to the stratified random sampling method the sample of size 284 is selected for the quantitative part. Interviews and questionnaire surveys of 33 questions were two main methods employed to gather data in the first and second stages respectively. Concerning the questionnaire, validity was tested through face validity, and we assessed the reliability with the help of Cronbach's alpha (0.893). Content analysis was conducted to analyze qualitative data and by implementing confirmatory factor analysis in the Amos 21 we analyzed the quantitative one.

According to the results, the Observable Behaviors of SCSP are consist of Content & Structural Observable Behaviors. Moreover, among Observable Behaviors, Establishment Succession Planning ( i.e. loading factor of 0.649), Change & Development Management ( i.e. loading factor of 0.595) and Competency Management ( i.e. loading factor of 0.585)   demonstrated the most  support level for the model.

Based on the research findings, one of the Observable Behaviors of SCSP is Content Observable Behaviors consist of Motivational Behaviors, Integrated and committed organizational communications, Transformational leadership based on participation, Change & Development Management. The other Observable Behaviors of SCSP is, Structural Observable Behaviors consist of Facilitator rules and regulations, Agile organizational structure, Competency management, Strategic human capital management, Establishment of Succession Planning, Empowerment based on education and knowledge management, and Performance management based on succession .

The main purpose of this article is to examine the validity of the rule of lapse of time in insurance related to vehicles, and lapse of time is considered one of the most important and fundamental institutions of criminal law. After the victory of the Islamic Revolution, the legislature completely copied and deleted it, then, it accepted the lapse of time with limited and restrictive conditions in criminal matters in 1999, and finally, with the approval of the Islamic Penal Code in 1392, it approved the lapse of time in essential rules.  

In this research, this issue has been addressed by analytical and descriptive methods.

Because of the deliberate silence, statistics and evidence in the previous laws, this research seeks to prove the elimination of the passage of time in the new law, and in this regard, it seems that there is a belief in explicit abrogation of this rule and in the legitimacy of the lapse of time And there is disagreement among jurists on the legitimacy of the passage of time.

The results of the research show that the general rule of the lapse of time in the insurance law remains in force and it is necessary to refer to the new law to clarify the validity of this rule regarding the liability insurance of vehicles. In this case, if the new special law has abrogated the general rule of the insurance law (either explicitly or implicitly), the rule of special law prevailing over the former general law must be considered to remove this rule. On the other hand, in case of ambiguity, brevity or pure silence of the legislator in the new law, it will be helpful to cite the insurance law as a general law.

This paper seeks to explain the liability of the insurer against the reasoned driver of accident provided by the Compulsory Insurance Act of 1395. Therefore, the concept, principles and scope of the insurer's responsibility should be examined in these regards.

descriptive-analytical

The insurer's liability Against the reasoned driver of accident is one of the issues required by law in our insurance law, and our legislator in compulsory motor vehicle insurance Act 1395 has Legalizated it. In this case, the legislator must balance the interests of the insurer and the insured, and therefore less support for the insurance beneficiary in these cases. Therefore, this approach is used to explain the scope of the insurer's responsibility in this regard.

Insurance of liability ofthe reasoned driver of accident was previously optional and was not supported in our law but by the legislator in the Act of 1395, in addition to, making it compulsory, it also stated other terms and conditions of that. The insurer's scope of responsibility in this case is more limited than that in the third-party insurance but also incurs the bodily and physical damage caused by the force majeure. The insurer is responsible for compensation Of The driver at the time of the increase of the Physical damages and end of contract damages, if Occurred at the time of the contract. Payment of damages within the deadline required by the beneficiary And It starts the verdict of the court or the agreement of the parties.

Objrctive: The main purpose of the research is to examine the assured, s commitment to disclose information, its basis and scope in the pre-contractual stage in the two legal systems of Iran and the United Kingdom.

The method used in the research is a descriptive and analytical method that has been done in the context of a comparative study between Iranian law and British law, especially the new British Insurance Law adopted in 2015.

As a general rule, the negotiating parties have no obligation to disclose information to each other. The main rationale and logic behind contractual relations is this matter that each party must protect its own interests merely. In other words, self-interesting is the governing principle in contractual relations and duty to disclose information as a commitment at the pre-contract stage has not been identified yet. However, the insurance contract is the most important exceptions to this general rule. In this contract, as a contract based on utmost good faith, mutual obligations have been recognized to the parties, especially the insured. One of the main pre-contractual obligations of the insured is the obligation to provide related information. Not only the insured must refuse to make a false statement and misrepresentation, but also it is obliged to provide the insurer with essential information so that he or she can make an informed decision to accept the principle of risk and determine its conditions. Although there is no difference of opinion in the insurerd's obligation to disclose information at the pre-contractual stage, there are differences in practice, especially in Iranian law, regarding the scope of this obligation, its basis and effects, which has reduced the benefits of disclosure. Therefore, it is suggested that the legislator explicitly establish a rule regarding the basis and scope of the insurerd's pre-contractual obligation to disclosure.      

In short, it can be said accurate pre-contractual information can help the insurer to predict the insurance risks and to determine the appropriate insurance premium. However, this obligation is not unconditional and it is subject to restrictions such as waiver, lack of awareness, etc. In terms of legal sanctions, breach of this obligation can also lead to cancellation, termination and civil liability litigation.