Page 201 - Performance Leadership

Chapter | 11

THE RETURN OF THE

MISSION STATEMENT

Insurance company Interpolis has “crystal clear” as its motto. It means
that doing business with Interpolis should be really simple. The
company truly lives this motto in everything it does. I get an annual
overview of all my insurances on one single sheet of paper. Reading the
conditions is significantly easier than I am used to, as the company
carefully looks at the language it uses. Last year I reported a stolen
laptop. I called the insurance company to request forms and to inquire
about how the procedure works. The friendly lady in the call center
asked me for the brand of the laptop and wanted to know how old it
was. She immediately told me the amount I would get for it and
indicated that she would transfer the money within a day or two.
She asked me to hold on to the police report, in case of a random
check. I was amazed; it was really simple to work with the insurance
company. I bet their fraud levels are even lower than at
other insurance companies.

Rediscovering the Mission Statement

What drives us—our values, skills, strengths, and proven strategies—
may not always be what our stakeholders are looking for. This might
be temporal misalignment, as every change takes time. Or there may
be more fundamental market changes, making our products and

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