New Delhi: Private life insurance company Canara HSBC Oriental Bank of Commerce Life Insurance has scaled up their entire technological infrastructure and added significant digital outreach capabilities to meet customers’ needs in real time and ensure convenience at all stages. The Company aims to become a complete digital organization in the next three years.
The customer’s end to end needs from product offering to the service should be fulfilled at the distribution point & the bank branch has been the focus of the Company. The Company believes in leveraging technology for an enhanced customer experience and has enabled various sales & service solutions which help in increasing operational efficiency at every stage of the life cycle. The Company runs a paperless process from customer contact to policy issuance and the service cycle.
The Company offers a comprehensive customer service platform with various servicing avenues equipped to handle & assist all life insurance policy servicing requests and queries efficiently. The Company has introduced video call service wherein the customers can interact over a video call for resolution of their query/service requests. Apart from this, to increase the engagement levels of the customer and to strengthen long term relationship, the preferences of the customers are captured at various touch points during the customer life cycle so as to give customized and preferred solutions during the life cycle.
In line with the vision, the Company has launched a brand campaign – “Aapke vaade, sar aankhon par” which is all about ‘Living the Promises’. The tagline symbolizes the company’s resolve to honor every commitment made to its customers.
Mr. Anuj Mathur, Chief Executive Officer, Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited said, “Aligned to our vision of keeping customer first and our constant endeavor to enhance servicing capabilities, multiple initiatives have been taken to augment customer’s overall servicing experience and create a true ‘one stop shop’ for the customers. “Treating Customers fairly”, “Right sale to the right customer” & a comprehensive “Engagement Strategy” are the tenets of Company’s business approach which are driving our work philosophy.”
Speaking about the brand campaign Mr. Mathur added, “We are in the business of financial protection and “Vaade” or “Promises” aligns perfectly with our line of business. This campaign conveys the strong value system that we as an organization stand for. At the core of our value system has been the essence of “Promise” – the promise to fulfill the promises made by our customers to their loved ones.”
Servicing avenues introduced for customers are:
Servicing through social media – Customers can now liaise with the company through Facebook, LinkedIn and Twitter for their servicing requirements
Dedicated web assist on customer portal to provide assistance through voice and text bubble based website walkthrough
Premium payments and service requests processed real time over call.
SMS communication in regional languages.