Kathmandu. The Nepal Insurance Authority (NIA) has been trying to promote professionalism in the agent profession right from the stage of entry into the profession. It has been 4 years since the Authority implemented the online examination system to curb the tendency of insurers to distribute agent licenses haphazardly without conducting basic training.
In order to make the examination dignified, direct monitoring has also been started during the online examination. A significant number of fake examinees have been found as the authority has increased the monitoring during the examination from the central office. As a result, the authority has been disqualifying them from participating in the license examination again for at least 3 months.
Chief and Deputy Director of the Intermediary Section of the Authority, Sabita Thapa, has included suggestions for the dignified examination included in the article on the provisions of insurance agent and online examination mentioned in the special issue of the Authority.
National Identity Card{
The implementation of the provision of mandatory national identity card and not only the taxpayer certificate but also the national identity card while applying for the license in the online examination system will help in double verifying the identity of the candidates and there will be no compulsion to update the details for agent identification in the future.
The identity of the candidates can be ensured by establishing access to the Insurance Authority’s agent examination system in the details of the National Identity Card through API (Application Programming Interface). This will make the online form filling work quick and reliable. Both manpower and time will be saved.
Proof of participation in training
Arrangements should be made to collect and preserve the proof of participation of the candidates participating in the agent license examination. Daily attendance, photos and videos confirming the attendance of the examinees should be kept as evidence by the insurer in the case of physical examination. In the case of those who have received training through digital means, it is necessary to make arrangements to confirm participation through OTP every time they log in to the digital portal.
AI-based identity
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The use of Artificial Intelligence (AI) can be effective in ensuring the identity of the examinee in the context of access to the online examination system with the national identity card. The system that verifies the identity of the examinee by automatically matching the face of the examinee sitting in front of the photo and webcamera included in the national identity card will ensure a dignified examination.
Biometric Identity & Mobile Number Confirmation{
Biometrics can be used not only to verify the identity of the agent but also to verify the identity of the insured. This will bring transparency by ensuring the identity of the customer. Apart from this, the provision of entering the live picture of the information in whose name the ownership of the mobile SIM card is directly into the examination software system should also be implemented gradually. If both these solutions can be implemented immediately, the agent examination will become more dignified, disciplined, and systematic, and the access of unauthorized people will be controlled.
Separate system for examination management{
For the management of the examination system, the examination and results can be automated by conducting a computer-based test or online examination and taking the examination by setting aside a certain period of time for the examinee. To become an insurance agent, the quality of the agent can be significantly improved if the provisions like continuous professional development, mandatory training for license renewal, strict code of conduct and regulation can be implemented gradually.
At present, the insurance agent examination is conducted entirely through the online system. This has increased both transparency and accessibility. The digital system has made the examination management efficient, systematic and monitored.
However, in our case, the disparity in internet access, digital literacy, and technological infrastructure has created a challenge to provide equal opportunities to all candidates. Therefore, adopting a mixed examination system of both online and physical in the future may be a suitable option.
Potential for future improvements
The following measures can be taken to make the insurance agent examination system more effective:
- Extension of AI-based proctoring in examination system
- Development of the practice examination system
- Creation of a continuous learning platform for agents
- Digital literacy training made mandatory
- Special Facilitation Programme for Rural Areas
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The Authority has been issuing instructions from time to time to operate the examination system in a more systematic and dignified manner. It is necessary to control the access of unauthorized persons during the examination period to produce competent and qualified insurance intermediaries by controlling the access of unauthorized persons to the examination system by making timely modifications and developments in the examination system. However, it is not enough to merely tighten the examination system; It is necessary to give equal importance to the agent’s behavior, ethics, continuous learning and proper use of technology. Therefore, it is only through a strong combination of cooperation, transparency and accountability between the insurance authority, the insurer and the agent that it is possible to produce competent, credible and professional insurance agents.
Om Bahadur KC, president of the Professional Agents Association of Nepal, said that the agent exam is canceled because the insurance companies do not provide adequate training and learning before the exam. “The companies only focus on increasing the business,” he said, “They also need agents, but the insurers are tempted to invest in the necessary training and learning required while participating in the exam before engaging in the agent profession.” However, the authority cancels the exam due to minor negligence when they participate in the exam without preparation. ’
KC admitted that some such fraud is taking place regarding the participation of fake candidates in the agent examination. “Not everyone is honest in all fields,” he said, “That’s why the authority has been taking action to control such wrong activities.” ’
KC said that insurance companies should also take initiative to control such activities. “Since the examination has been arranged from the office of the insurer, the insurer itself does not have to face regulatory action if it is active to stop such wrong activities,” he said.
