Selling a Policy or Managing a Process?

Insurance is often described as a sales activity.
A quote is prepared, a price is discussed, a policy is issued.

But in Cyprus, insurance does not end there.
In fact, that is where it really begins.

Because selling a policy and managing a process are not the same thing.
And the difference between the two determines whether insurance actually works in real life.

What Does Selling a Policy Mean?

Selling a policy means treating insurance as a document.

The focus is on:

• Price

• Coverage lists

• Policy period

• Discounts or campaigns

In this model, the job is considered complete once the policy is delivered.
If the wording looks correct on paper, the insurance is assumed to be “done.”

This approach works well at a desk.
But life in Cyprus does not happen at a desk.

What Does Managing a Process Mean?

Managing a process means treating insurance as a living system.

The focus shifts to different questions:

• What happens when a loss occurs?

• Who takes action first?

• How quickly is the situation handled?

• Who follows the case until the end?

Here, the policy is not the result.
It is the starting point.

Process management does not mean reacting after something goes wrong.
It means knowing, in advance, exactly how things will work when it does.

Why This Matters So Much in Cyprus

Because risk on the island is not abstract.

• Traffic accidents are frequent

• Water damage in apartment buildings is common

• Commercial businesses operate side by side

• Delays often affect more than one party

In this environment, the wording of a policy matters, but how that policy is operated matters more.

A water leak may be covered on paper.
But if the right people are not directed in time, the damage spreads.

A motor policy may be valid.
But if the process is poorly managed, the vehicle can remain off the road for days.

The Weakness of a Policy-Centric Model

When insurance is focused only on the policy, the same problems appear again and again:

• It is unclear who to contact at the moment of loss

• Responsibility moves from one person to another

• Files are left waiting without follow-up

• The customer is excluded from the process

This model is reactive.
It tries to recover after things have already escalated.

How a Process-Centric Model Works

In a process-centric approach, roles and responsibilities are defined before anything happens.

• A single official communication channel exists

• Every request is logged and tracked

• An operations team monitors progress

• Local representatives step in when needed

• Each case is followed until resolution

In this model, insurance is proactive.
Problems are controlled before they grow.

Where the Real Difference Appears

At the time of sale, many insurance companies look similar.
The real difference appears at the moment of loss.

A policy-focused organisation asks:
“Is this covered?”

A process-focused organisation asks:
“What needs to happen right now?”
“Who should be involved?”
“How do we move this forward quickly?”

That difference completely changes the customer experience.

Why Many Companies Avoid Talking About Process

Because process is difficult to explain without actually having one.

It requires:

• Infrastructure

• Clear organisation

• Defined authority and responsibility

• Continuous monitoring

Process cannot be convincingly described in a brochure.
It can only be understood when it is experienced.

That is why many companies talk about pricing and coverage,
but avoid explaining how things work when something goes wrong.

The Real Meaning of Insurance in Cyprus

In Cyprus, insurance is not a document that is sold.
It is a relationship that is managed.

Selling a policy is one step.
Managing the process is the profession itself.

Companies such as Can Sigorta that adopt this mindset do not limit insurance to the moment of sale.

They treat insurance as a continuous process,
from first contact to final resolution.

Conclusion

The real question is simple:

Is insurance just something you buy?
Or is it a system that carries you when something happens?

In Cyprus, the line between good insurance and ineffective insurance is drawn here.
Selling a policy is easy.
Managing a process is what makes the difference.