We don't think we can establish the culture of a company by merely laying rules and policies. While rules are important, it's much better to go beyond the rules and just be plain helpful.
When someone feels thirsty, we pass him the water bottle, if someone slips on the stairs; you instantly reach to avoid him from falling. What we do normally as human beings, we tend to forget as corporate citizens.
Merely thinking new, and wanting to take care of our customers by being helpful and open with them, is not enough, unless, it actually benefits them. Business happens only when we work hard, and go that extra mile and do more.
Did we explain the small print at the beginning? Did our customer understand our explanation? Is there something we can do to have a win-win situation? We know, it's easy to define our values, difficult to put them into use in everything we do. The simple test is to check it out, are we actually doing what we say?
Many customers feel insurance is not sold honestly. The sales person gives wrong information, conceals key facts and over emphasizes marginal benefits.
Honesty in insurance business is a fundamental requirement. It's just not the customer who's supposed to be honest and reveal all the information about his health and so on; insurance companies must also explain the pluses and minuses of each plan. Honesty is not about not lying. It’s about being open and taking time to explain the product proposition in a manner everyone understands. When you pan out, you realize that being honest is a lot more, than just speaking the obvious truth.
We want to be ahead of others and it's a tough market. We are young and we want to grow and the only way to grow is by delivering more. More than our plans, more than the industry averages and above all, more than what our customers expect from us.
We have a dynamic and vibrant work environment that inspires creativity. We use an "end user approach" to get things done. If there are intermediary steps and several functional teams are involved, it's still the responsibility of the "end user" to get the task done or escalate if he faces hurdles too big. And it is this approach that has helped us set up this company in a record time making sure it has all the trappings of a well established enterprise.