The Case Studies: Real-world examples of inclusive insurance in action
Here you will find case studies related to each section of this Navigator, including the title, a brief summary, and a link to explore the full story.
Case studies are organized according to the sections in the Navigator they pertain to below.
1. Using this Navigator and preparing for the work
Case study 1.1.
The inclusive insurance journey of Crezcamos S.A. in Colombia: Learn how Crezcamos S.A. in Colombia developed and scaled a climate insurance product for smallholder farmers through data-driven market research, client education, and a phased subsidy approach.
Case study 1.2.
The inclusive insurance journey of APA Insurance in Kenya: Learn how APA Insurance in Kenya uses bottom-up segmentation, field prototyping, and client feedback to design inclusive insurance products and build trust through ongoing customer education.
Case study 1.3.
Being client-centric – Listening to inspirational leader: These case studies showcase how Radiant Insurance in Rwanda, MetLife in the United States, and Pioneer Life in the Philippines each applied client-centric approaches to better understand their customers and transform the design and delivery of inclusive insurance.
2. Market research
Case study 2.1.
Setting up a hypothesis – Fundación PROFIN Bolivia: Learn how PROFIN in Bolivia used a human-centred design process and demand-side research to create a simple, affordable accident insurance product for amateur athletes—an innovation that grew from one soccer player’s idea into a nationwide model for inclusive insurance.
Case study 2.2.
Identifying client personas through focus groups – AXA Mandiri, Indonesia: Learn how AXA Mandiri in Indonesia used bottom-up segmentation and focus groups with bank staff and customers to identify key client personas—insights that led to the design of a microinsurance product protecting women commuters against motorbike-related accidents.
Case study 2.3.
Using behavioural customer personas to design a client-centric inclusive insurance product strategy – Britam in Kenya: Learn how Britam in Kenya used behavioural segmentation to define distinct customer personas and design tailored products, distribution channels, and strategies, transforming its microinsurance business into a client-centric model.
Case study 2.4.
Using internal data for product development – LOLC in Cambodia: Learn how LOLC in Cambodia, through its subsidiary Serendib Microinsurance, harnessed internal microfinance client data to design innovative, data-driven insurance products, reducing reliance on external research and improving the accuracy of product development.
Case study 2.5.
Using internal data to develop an effective distribution model – VisionFund International: Learn how VisionFund International, a global microfinance network, strengthened financial resilience in vulnerable communities by embedding insurance within loans and savings products, creating a sustainable model that balances client value, affordability, and institutional viability.
Case study 2.6.
Using external data – Fasecolda in Colombia: Learn how Fasecolda in Colombia, in partnership with Banca de las Oportunidades and the ILO Impact Insurance Facility, created a comprehensive public data matrix to enhance the accessibility and transparency of financial inclusion data, enabling insurers to design more targeted, inclusive products for underserved rural populations.
Case study 2.7.
Aligning external data with qualitative research for innovative insurance design – Blue Marble in India: Learn how Blue Marble, an impact-driven insurtech, partnered with SEWA in India to design a parametric microinsurance product that protects women waste workers from income loss during heatwaves, combining scientific data, community research, and rapid payouts to build trust and resilience.
Case study 2.8.
Using partner insights – Pioneer Life in the Philippines: Learn how Pioneer Inc. in the Philippines leverages strong, trusted distribution partnerships to co-design affordable microinsurance products, using partner insights to better understand client needs, refine pricing, and enhance customer experience at scale.
Case study 2.9.
Using a participatory approach to gain insights for product design – the R4 Rural Resilience Initiative in Ethiopia: Learn how the R4 Rural Resilience Initiative in Ethiopia, a partnership between the World Food Programme and Oxfam America, co-designed an index-based insurance product with smallholder farmers, introducing an innovative insurance-for-work model that strengthened resilience, promoted inclusion, and expanded coverage to nearly 25,000 farmers.
Case study 2.10.
Using phone surveys to gain customer insights – MAPFRE Colombia and Bancamía: Learn how MAPFRE Insurance and Bancamía in Colombia partnered to design inclusive insurance products by combining market research and agile testing, using remote surveys during the pandemic to identify client risks, prototype funeral and theft coverage, and refine products based on real customer feedback.
Case study 2.11.
Using surveys to inform effective product design – VisionFund in Rwanda: Learn how VisionFund Rwanda applied a research-driven, community-based approach to design health and funeral insurance for savings groups, engaging directly with members to understand their risks, adapt pricing, and build trust among largely women-led groups.
Case study 2.12.
Understanding barriers to customer demand – AXA Mandiri, Indonesia: Learn how AXA Mandiri in Indonesia used qualitative research and focus groups to uncover the social and behavioural barriers shaping insurance demand, revealing that trust, simplicity, payment design, and family dynamics all play critical roles in customers’ purchasing decisions.
Case study 2.13.
Right-sizing benefits through customer engagement – Turaco in Ghana: Learn how Turaco in Ghana used customer research and focus groups to redesign health insurance benefits, simplifying coverage, improving affordability for low-income women, and strengthening understanding through direct client communication and digital distribution.
3. Designing products and processes
Case study 3.1.
Leveraging distribution partnerships to benefit partners and customers – Turaco in Kenya: Learn how Turaco in Kenya built a successful embedded insurance model by partnering with a PAYGO financing company, bundling low-cost hospitalization cover with mobile phone purchases to increase access, strengthen partner value, and boost customer trust and loan repayment rates.
Case study 3.2.
Designing and prototyping products – Pioneer Life in the Philippines: Learn how Pioneer Life in the Philippines used direct client engagement, focus groups, and iterative prototyping to design its ER Care product—an affordable, cashless emergency insurance solution that evolved from real customer insights and partnerships with accessible hospital networks.
Case study 3.3.
Testing product prototypes with clients – AXA Mandiri, Indonesia: Learn how AXA Mandiri in Indonesia applied external data collection and design thinking methods to co-create and test product prototypes with clients, using research-driven insights to refine and validate inclusive insurance solutions.
4. Selling the product
Case study 4.1.
Improving the value proposition – VisionFund Ecuador: Learn how VisionFund Ecuador enhanced its embedded health insurance product by integrating telemedicine with on-the-ground services like ambulance support and medical brigades, improving healthcare access, strengthening community trust, and expanding outreach to new clients.
Case study 4.2.
Using insurance to incentivize fintech adoption – Noahui Soluciones in Mexico: Learn how Noahui Soluciones in Mexico partnered with KiWi to pilot free life insurance bundled with pay-as-you-go credit card readers, finding that the offer significantly increased adoption among women merchants and expanded access to fintech tools for underserved segments.
Case study 4.3.
Plugging multiple partners into one insurance platform – Democrance in the United Arab Emirates: Learn how Democrance in the United Arab Emirates partnered with AXA Insurance and Hello Paisa to digitize and streamline insurance delivery, using its plug-and-play platform to embed free personal accident coverage into remittance transactions and expand access with minimal IT integration.
Case study 4.4.
Incentivizing voluntary renewals – Compartamos Banco in Mexico: Learn how Compartamos Banco in Mexico used subsidies, standardized sales training, and clear messaging to build client trust in life insurance, finding through a randomized control trial that initial free coverage effectively encouraged voluntary renewals and higher long-term uptake.
5. Servicing the product
Case study 5.1.
Leveraging post-sales support and welcome calls – Aseguradora Rural in Guatemala: Learn how Aseguradora Rural in Guatemala strengthened client understanding and product value for its women’s cancer insurance by enhancing post-sales engagement, using staff training, doctor partnerships, and welcome calls to improve communication, trust, and service quality at scale.
Case study 5.2.
Dealing with post-sales support failure – Econet, First Mutual Life and TrustCo in Zimbabwe: Learn how Econet Wireless in Zimbabwe collaborated with First Mutual Life and TrustCo to launch EcoLife, a mobile-based life insurance product, showcasing the potential of telecom partnerships for financial inclusion, while also revealing how partnership and communication challenges can affect customer trust and continuity.
Case study 5.3.
Understanding why paying claims is the most important part of an inclusive insurance initiative – Pioneer Life in the Philippines: Learn how Pioneer Life in the Philippines built lasting trust and rapid growth by prioritizing timely claims payments during and after major typhoons, demonstrating that honouring commitments, even in crisis, can strengthen client loyalty and attract new partners.
Case study 5.4.
Ensuring client satisfaction through effective claims processing – MFW in Jordan: Learn how MicroFund for Women in Jordan strengthened client protection and trust through its Caregiver insurance product, streamlining claims processing, training loan officers, and establishing strong fraud detection systems to deliver fast, transparent, and valuable coverage for over 90,000 women.
Case study 5.5.
Innovating to streamline microinsurance claims – MTN, ICICI Prudential and SegurCaixa in Ghana, India and Spain: Learn how MTN in Ghana, ICICI Prudential in India, and SegurCaixa in Spain each innovated to simplify and accelerate microinsurance claims, using mobile technology, flexible documentation, and cross-border partnerships to ensure low-income and migrant clients received timely, accessible support when it mattered most.
Case study 5.6.
Revisiting a product with qualitative insights – Britam and KTDA in Kenya: Learn how Britam and the Kenya Tea Development Agency (KTDA) used qualitative research with smallholder tea farmers to uncover cultural and practical barriers to funeral insurance—insights that led to redesigning the product into family-focused hospitalization coverage, restoring growth and long-term client engagement.