Shriram Life Insurance Company recently bagged the ‘Active Customer Engagement Award – 2019’ based on at the ‘CII Award for Customer Obsession - 2019’. Manoj Kumar Jain, MD of the company, says multi-lingual communications, pictorial representation, salesforce app, quick settlement, video interaction and self-service website had all contributed to the company receiving this award.
Customer communication has been an important focus area for Shriram Life Insurance. The predominant modes of communication are letters, emails, SMS and voice calls. Jain explains: “We ensure that the customer is informed at all stages of the customer journey like policy document delivery, policy servicing request status, grievance status, different stages of renewal, claim registration, claim settlement, post claim settlement etc. Additionally, we are also working on implementing WhatsApp communication and chatbot.”
FOCUS ON COMMUNICATIONS
The company has multi-lingual communications, which is a rare feature. “We have created a multilingual communication platform for our customers to understand our products, our services and other details in his/her own language,” says Jain. The proposal form is available in regional languages. The form is simplified to the maximum possible extent and has been translated into 9 languages (Hindi, Telugu, Tamil, Marathi, Oriya, Bengali, Guajarati, Kannada, Malayalam). “Since the accuracy of details entered in a proposal form is critical to the insurance policy, it is very important that the customer understands the complete proposal form before he fills in all the details,” says Jain.
The company has also invested in vernacular call centers and hires agents and sales persons from the same areas where the call centers are located.
PICTORIAL REPRESEnTATIOn
この記事は Banking Frontiers の January 2020 版に掲載されています。
7 日間の Magzter GOLD 無料トライアルを開始して、何千もの厳選されたプレミアム ストーリー、9,000 以上の雑誌や新聞にアクセスしてください。
すでに購読者です ? サインイン
この記事は Banking Frontiers の January 2020 版に掲載されています。
7 日間の Magzter GOLD 無料トライアルを開始して、何千もの厳選されたプレミアム ストーリー、9,000 以上の雑誌や新聞にアクセスしてください。
すでに購読者です? サインイン
Finance gears up for festivities
BFSI companies are charging their online and omnichannel strategies with personalized festive deals this season:
Non-cash transactions can touch a phenomenal level by 2028
Capgemini Research Institute’s World Payments Report 2025 highlights the era of account-to-account an instant payments:
The Confluence of Artificial Intelligence and Cybersecurity: AI as the Game Changer
In an increasingly interconnected world, safeguarding our digital assets has become paramount. Enter the dynamic duo: Cyber security and Artificial Intelligence (AI).
A new trinity in digital lending space
Three platforms in the lending space are poised to change the way lenders offer credit and borrowers access funds in India:
Finance gears up for festivities
BFSI companies are charging their online and omnichannel strategies with personalized festive deals this season:
Small MFI, International Engagements
Mitrata Inclusive Financial Services in the midst of transformation growth
MFIs: Big Impact Big Changes,
Even as MFIs are fueling economic growth for the underprivileged, what is interesting is that they are transforming themselves in areas like HR, technology, funding, leadership, collections, and more. Banking Frontiers presents the initiatives and initiatives at 9 such organizations:
Climate Risk Forum for CROS
Excerpts from a discussion on shaping the future of climate change resilience in India:
Seamless Supply Chain Finance
Deep insights emerge from this fireside chat at NBFC's Tomorrow Conclave.
Star Health sees strong demand from the IT sector
Biju Menon, Chief Business Officer at Star Health Insurance, looks at the evolution of employee health insurance from multiple perspectives:
