14:10 | 03/04/2018 Companies
(VEN) - Generali Vietnam Life Insurance Limited Liability (Generali Vietnam) has just introduced a revolution of customers’ experience in claim process by introducing GenClaims. With GenClaims, the customers don’t have to come to Generali customer service centers as well as don’t need to wait until Generali receives the original documents; all they need is 5-minute submitting claim requests, Generali will provide a response within 30 minutes and in most cases, the claim requests will be accepted and paid within 24 hours.
Ms. Tina Nguyen, CEO of Generali Vietnam remarked: “Since the launch of GENPS - Customer satisfaction survey system over 6 months ago and getting feedback directly from every customers, we has received valuable feedbacks and had continuously looking at opportunities to improve customers’ experience. Simplification of claim process is one of our top priorities because it will have a big impact on customers’ experience. GenClaims is not only a technological revolution but also challenging traditional mindset and practice by motto “Simpler, Smarter, Customer centric”. We are very delighted and proud of providing a new and convenient experience for our customers.”
With the objectives of providing the most convenient service to customers, through GenClaims mobile application, our customers are able to: Submit their claims requests within 5 minutes anytime, anywhere, whenever there are available data or wifi connections;
Receive response from Generali through the messaging feature within 30 minutes (during working hours);
Communicate and receive response from Generali through messaging feature;
Check their previous claim requests (if any), and their policy(ies) information;
Transferred Claim payment within 24 hours if all the conditions below are met: Policy/Benefit coverage is inforced for more than 2 years and there are no overdue premium payment, there were no claims recorded within the last 6 months, and the claim accepted amount is not more than 5 million VND. This is the most frequent claim cases.
Being one of the very first customers using the app in the first week after launching, Ms. Vu Thi Đ. from Dak Lak - Vietnam remarked: “It was very fast, I sent photos of documents and received the claim accepted message from the Company within just 15-20 minutes. This application has helped me save time as well as given me the secured feeling when waiting for the claim results.”
Claim process is always the main concern of the customers and measurement of service quality of Life Insurance Companies. With GenClaims, Generali Vietnam has been reinforced its leading position by prioritizing investment in customers’ experience.