Manzana General Insurance

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1. SITUATION ANALYSIS Manzana Insurance, founded in Sebastopol, California in the year 1902 had a profitable insurance business for nearly 7 decades. It was in the 1970s that the business of Manzana began to decline, due to heavy competition from Golden Gate, an insurance company that offered high interest return rates. Manzana insurance functioned over a grid of fairly independent branch offices in California, Oregon, and Washington. Each branch acted as a discrete profit and loss center. Its sales team consisted of about 2,000 autonomous agents who represented Manzana as well as the other competing firms in the insurance market. As a result, there were no exclusive Manzana agents. In the early 1990s, Manzana created 3 separate underwriting teams for each of its geographic locations. Manzana Insurance mainly operated in the commercial insurance sector, with property insurance contributing to 65% of its revenues, liability insurance contributing to 20%, and the remainder coming from investment income and miscellaneous specialty lines. Fruitvale, one of Manzana’s smaller branches, specialized on property insurance alone as the other policies were causing them losses. 2. KEY PARAMETERS DIFFRENTIATING FROM GOLDEN GATE The key problem challenging the Fruitvale Branch of Manzana Insurance is diminishing market share and revenues, which can be associated with their incompetency in the following parameters: • The backlog of policies has been building up over the last few years, and the number of new policies and endorsements each year has also been reducing, whereas Golden Gate has reported moderate growth rates. • The renewal loss rate has been increasing at an alarming rate. This is due to the high number of late renewals, and the situation has been disastrous for the company, especially in terms of attracting the insurance agents. • The turnaround time has

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