We know if we need to control costs and offer cutting edge services, our processes must be robust, efficient and adaptable. We identified 60 key processes across the organization, documented and implemented ISO 9001:2008 compliant discipline. We are one of the few companies in the Life Insurance industry to get this ISO certification within just 7 months of our business.
But we also realize mere process discipline while providing consistency may not result in customer delight. Customers expect at all touch points, warm, efficient and empathetic service.
Six Sigma process helps to a certain extent. We are working on measuring our service defects, like errors in policy, delay in issuance, wrong data entries, customer payout delays and laying best of the breed standards. We measure these service levels in our monthly dashboard discussions and identify immediate corrective measures if we see a problem.
How Our Channel Initiatives Help You
We have two important initiatives of “NetFirst” and “PhoneFirst” corresponding to the Net banking and Phone banking channels of banks. NetFirst and PhoneFirst together present our digital channel “LifeStore“ which has a customer friendly interface and content that simplifies understanding.
Lifestore aims to help you transact your insurance requirements on the back of authentic information, online advice, services and realistic expectations. Loaded with all critical information on various products and company performance,it provides value added services and convenience of online purchase and premium payment through a safe and secure payment gateway.
You can now carry out all your transactions premium payment, fund switch, premium re-direction, set up various mobile alerts, etc., by simply logging in.LifeStore also helps you solve your queries by taking to our representative through a Live Video Call, compare products through a simple step-by-step Comparison of our products, know how and where your money is being invested including details about the respective companies in the fund portfolio, etc.
Any customer feedback - a compliant, a query or a suggestion gets into our central CRM database and gets tracked till a resolution happens.
Paying Claim To Our Customers
As a life insurance company, our final test is how fast and how empathetically we can pay our claims. We are working on a 48-hour settlement turnaround time once documents are available. Currently, we are at 90 per cent of TAT and are working to improve it further. Rejecting a claim is a painful affair. We know the family has already suffered irreparable loss due to the death of their breadwinner. We are sensitive to the issues of non disclosure and follow a policy of rejection only in cases of outright fraud.