HNB Assurance utilizes mobile technology
HNB Assurance has marked another innovative milestone in Sri Lanka's
insurance industry by utilizing mobile technology in providing customer
services.
HNBA is the first insurance company to come up with a set of
comprehensive Android, mobile and web based applications, enabling their
customers to receive enhanced services.
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Managing Director of HNB Assurance
Manjula de Silva, together with Lalith Fernando, General
Manager, Marketing and Distribution and Namal Gunawardane,
Head of IT, handing over the first MobiReceipt unit to a
member of the Sales force |
HNBA MobiReceipt provides ease of mind and convenience to its
customers as well as HNBA insurance advisers as a receipt could be
issued instantly on receiving the insurance payments. MobiReceipt has
two application models, for advisers who use standard mobiles; Bluetooth
connectivity is provided with the standard MobiReceipt, while the latest
and the advanced version is available with android technology for high
end smartphones. Insurance advisor is able to check the current status
of the policy and payments due to using the mobile phone and print a
receipt using a mobile printer which communicates with the mobile phone
via Bluetooth technology. The advanced version has the added benefits of
policy search, collections and due reports.
MobiReceipt provides the customers the assurance that the payment is
collected by a representative of HNBA.
Another first by HNB Assurance is the web based customer portal where
customers could view a detailed summary of their policies by creating
their own account. Taking the customer service to another level, HNBA
has provided the facility to customers to register with the web portal
where they can specify all policies taken from HNBA - both life and
general insurance. Registered customers are able to view the current
status of the policy with a payment history and all receipt information.
Policy benefits as well as claim history are available for the customer
to gain a 360 degree view of all policies. An interesting feature is the
ability to view the photos of any motor accident or a general insurance
claim. Customer portal provides HNBA customers information that they
need at their fingertips, where such information usually were never
before given to the customers or needed several follow-ups to obtain.
Embracing the social marketing concepts, HNBA actively uses its
Facebook for customer services in addition to marketing activities. The
HNB Assurance call center is equipped with the latest telecommunication
technologies for caller recognition as well as to identify VIP
customers, using mobile numbers. If the customer has provided the mobile
number at the time of obtaining a policy, creating a web portal account
or has previously initiated a call to our customer relations center,
customer will be automatically identified and all relevant details will
be displayed for the call center operatives to provide speedy services
to the customers.
HNBA's customer relations center is equipped with the Google based
accident site locator where motor accidents are tagged and displays the
status of assessment, enabling call center operatives constant
monitoring until an assessor reaches the accident site. The accident
location is flagged in the Google map using the accident location
declared by the customer. Additionally, the basic details such as the
Vehicle number, Sum Insured, Policy status and payment details are
provided in the tag. Once the assessment is completed, the accident
photographs are also tagged to the accident location. Additionally, the
accident location is confirmed using GPS coordinates, enhancing accuracy
of accident data.
HNB Assurance PLC is one of the fastest growing insurance companies
in Sri Lanka, with a network of 51 branches. HNB Assurance has also been
awarded "A (lka)" as its insurer financial strength rating and national
long term rating by Fitch Ratings Lanka Ltd.
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