Italian-backed insurer Generali Vietnam has reaffirmed its position as the market leader in customer experience, after being named “Insurer with the best customer experience in Vietnam” at the 22nd Golden Dragon Awards at the 2023 Vietnam Connect Forum on March 17.
Over the past few years, the company has continued to invest in developing outstanding products and services while reinforcing integrity and transparency for customers. It has also aimed to simplify and digitise operating processes, extend and increase the quality of distribution channels, and enhance the overall customer experience.
Tina Nguyen, Generali Vietnam CEO, said, “Generali Vietnam’s strategic goal is to become a lifetime partner for our customers. This requires us to build a customer-centric business strategy aimed at delivering sustainable values. To achieve such a goal, we must always listen to our customers’ feedback and develop our action plan accordingly.”
“Seeking customers’ feedback and enhancing their experience has been our shared passion at Generali. We are extremely proud that Generali’s overall customer satisfaction rating has increased so much that we have led the market for the past 10 consecutive quarters," Nguyen noted.
“This year’s prestigious recognition by the Golden Dragon Awards will be great motivation for us to keep investing in innovation and improving our products so that Generali will be the most trusted insurance brand for Vietnamese families,” she added.
Through the GenVita system, all of Generali’s customer services can now be done digitally.
Customers can also make claim requests, manage their insurance policy, pay premiums, switch investment funds, buy new products and much more on the system.
Last year, a new version of GenVita with the new MyGenerali portal was successfully launched with sleeker navigation and design, a faster, safer and more convenient user experience, along with new and exciting features.
|Generali was the first life insurance company in the market to drop the requirement for submitted paper invoices and documents for claim requests. |
Generali also launched the pioneering e-KYC system at that time to enhance security and information accuracy for customers. With this new remote selling platform, Generali agents can provide consultation and issue new policies online.
Generali was the first life insurance company in the market to drop the requirement for submitted paper invoices and documents for claim requests.
In addition, the insurer has built its own team of claim management staff instead of outsourcing to a third party to better ensure a smooth customer experience. Generali is also continually extending and enhancing the quality of its direct billing network.
Generali Vietnam pays attention to small details in all customer experience touchpoints. For example, its new policy kit has been highly regarded as an innovative initiative, bringing about a sense of class, elegance and convenience for customers.
The Golden Dragon Awards is an annual awards event held by the Vietnam Economic Times with results based on surveys to recognise foreign-invested enterprises that pioneer innovation in green technology adoption and business operations and management.
Established in 2011, Generali Vietnam has quickly established itself as a major life insurer in the country with a strong focus on product development and customer experience, persistently pursuing the ambition of becoming a lifetime partner for customers.
With diverse distribution channels and a nationwide network of more than 80 GenCasa agency offices and customer service centres, Generali Vietnam serves nearly 500,000 clients across the country.
| ||The next frontier in delivering great customer experiences |
COVID-19 has tremendously changed how businesses and consumers interact with each other. For both, digital-first has become a norm and a necessity. As we emerge from the pandemic, it’s time to reflect on the most important changes we have witnessed, the key lessons learned, and understand how businesses can adapt to the new normal.
| ||Coca-Cola named in Top 4 most sustainable companies in Vietnam |
Coca-Cola Vietnam has been named among Vietnam’s four most sustainable companies at the Vietnam Corporate Sustainability Forum 2022.
| ||Increasing awareness of customer experience trends |
Customer experience is now a buzzword in the marketing industry. Even now, customer experience in the digital world is constantly evolving and improving, making it harder for market players to keep up with the latest trends in the customer experience management industry.
By Anh Duc