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Risk in Context Podcast: Scaling affinity warranty programmes across borders

Listen to Marsh specialists discuss scaling affinity warranty programmess across borders.

20/10/2026 · 2 minute read

Affinity insurance programmes, including warranties, are increasingly being used as strategic tools to strengthen customer relationships, support retention, enhance the broader customer proposition, and drive new sources of revenue. But taking a programme that works well in one market and expanding it across multiple jurisdictions with different regulations, distribution rules, claims handling, servicing models, technology, and customer expectations, is rarely straightforward.

Successful expansion is not just about adapting the insurance product itself. It requires organisations to think carefully about how the entire programme is delivered — from sales and service to claims, data, governance, and technology — while balancing global consistency with the flexibility needed to maintain local relevance.

In this episode of Risk in Context, Roberto Pinto, International Affinity Leader at Marsh, speaks with Victor Andrade, Senior Director of Commercial Development at Henry Schein, Troy Lewis, Marsh US Warranty Practice Leader, and Patricia Alcoba, Client Engagement Partner within Marsh’s International Affinity Practice. They discuss the value of warranty programmes, the operational challenges of scaling across markets, and the benefits of a phased approach to support expansion.

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Key takeaways

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Global scaling requires balancing consistency and local relevance

A successful warranty programme has a clear global framework around objectives, governance, and performance expectations, while allowing for local adaptation to reflect differences in regulation, customer behaviour, distribution models, and service expectations.

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A phased approach can create a stronger foundation for expansion

Organisations may benefit from first proving the model in one market, learning from early execution, and then using that experience to establish an operational framework and boost internal confidence before expanding internationally.

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Execution is often the defining challenge in cross-border expansion

Successful scaling depends on aligning the full delivery model — including sales, technology, claims handling, servicing, data flows, and governance — across markets with different regulatory and operational realities.

About our speakers

Roberto Pinto

Roberto Pinto

International Affinity Leader, Marsh

  • United Kingdom

Roberto Pinto is Marsh’s International Affinity Leader. Based in London, he oversees the development of Marsh's affinity business across Asia, Europe, Latin America and the Caribbean, India, the Middle East and Africa (IMEA), the Pacific, and the UK. He works closely with Marsh's clients to find new ways to capture growth and reduce risk across their affinity insurance portfolios. He is a seasoned global growth and transformation executive with extensive experience leading complex businesses and 20 years’ experience specialising in affinity and client loyalty solutions.

Troy Lewis

Managing Director, US Warranty Practice Leader, Marsh

  • United States

Troy Lewis is Marsh’s US Warranty Practice Leader. Based in Denver, Colorado, he directs the strategic vision and delivery for US clients, guiding them in the design, implementation, and optimization of warranty programmes. With more than 30 years in the industry, he has held senior leadership positions at leading warranty firms where he led product development and innovation for large-scale programmes. Since 2016, he has applied his extensive knowledge to expand Marsh’s warranty practice and grow its client base.

Patricia Alcoba

Client Engagement Partner, International Affinity Practice, Marsh

  • United Kingdom

Patricia Alcoba is a Client Engagement Partner within Marsh’s International Affinity Practice. She leads the implementation of affinity insurance programmes across regions, specialising in the design and delivery of scalable solutions for global clients. She oversees multi-country programmes with a strong focus on centralised management, helping organisations apply best practices across markets. Her experience spans a wide range of sectors and products, including extended warranty, motor, personal cyber, group personal accident, and product liability.

Victor Andrade

Victor Andrade

Senior Director of Commercial Development, Henry Schein

  • United States

Victor Andrade is Senior Director of Commercial Development at Henry Schein. He has more than 25 years of experience in the dental industry and a proven track record of transformative leadership. He spearheads Henry Schein’s Equipment & Services Marketing and Commercial Development teams, where he has led bold initiatives that redefine value for customers. Chief among these is the launch of the dental industry’s first-ever extended warranty programme offered by a distributor, a pioneering solution that has elevated standards for customer support, protection, and long-term practice investment.

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