Interview Guide – China Life Insurance Companies
August 2003

COMPANY BACKGROUND 2
1. Organization Structure 2
OPERATIONS 4
2. Product Development Actuarial 4
3. Agency Relationship Management and Sales Activity 6
4. New Business 8
5. Policy Administration 10
6. Investment and Policy Administration 12
7. Billing and Collection 14
8. Claims Processing 16
INFRASTRUCTURE 19
9. Business Planning 19
10. Client Relationship Management 21
MANAGEMENT REPORTING 23
11. System Support 24
12. Human Resource Management 25
13. Procurement of Materials and Services 27
REGULATORY 28
PRODUCTS AND SERVICES 29
INFORMATION TECHNOLOGY INFRASTRUCTURE 31
COMPANY BACKGROUND
Please provide the following information:
Name of Company

Primary Interview Respondent

Position

Tenure with Company

Address

Phone Number

Fax Number

E-mail Address

Secondary Interview Respondent(s)

Position(s)

Tenure(s) with Company

Address

Phone Number

Fax Number(s)

E-mail Address(es)

Operations Locations (List of Countries/Cities)

Joint Venture or Strategic Relationship Partners

Product Offering Type (L&H, P&C etc.)

Annual Premium Revenue

Total Number of Policies (by Product Type)

Number of Policy Holders

Number of Captive Agents

Number of Independent Agents

Total FTEs in the Firm (excluding agents)

Organization Structure
How is your organization distributed within this countryPlease discuss the organization model your firm uses, and any anticipated changes. Why is this effective
If you have operations elsewhere, what functions are performed in each locationHow are operations allocated among locations
If you have branch offices, are they staffed with agents or employees
If you have joint venture partners, how are responsibilities divided
How are oversight and support maintained, particularly if activities are divided among multiple locations or among multiple companies Is there a Head of Global Operations or some other process to coordinate activities
Within Operations at this location, how is staff organized (e.g., are staff deployed by function or along product lines)Optional - Please provide an organization chart indicating operating relationships.
Are any functions at this location outsourcedIf so, which functions are outsourced, to whom are they outsourced and how is this relationship structured
What are the normal hours of operations for various functionsAre hours extended during critical periodsDo you have a “24 x 7” Operations capabilityIf you have a centralized location that supports multiple locations, how are you organized to cover multiple time zones