Generali Vietnam reaffirms leading position in health insurance and customer experience

May 25, 2021 | 18:13
Italian-backed life insurer Generali continues to reaffirm its leading position in health insurance and customer experience with the prestigious title of “Leading health insurance and customer experience provider in Vietnam” at the 2021 Golden Dragon Awards.

Generali Vietnam currently offers a comprehensive insurance product portfolio and a market-leading relationship net promoter score (R-NPS) measuring overall customer satisfaction.

Leveraging Generali Group’s industry-leading strength in health insurance with one of the world’s largest global medical networks, with over 1.82 million healthcare partners across 197 countries, Generali Vietnam has rapidly established its leading position in health insurance.

generali vietnam reaffirms leading position in health insurance and customer experience
Generali continues to reaffirm its leading position in health insurance and customer experience with the 2021 Golden Dragon Awards

Its preeminent health product portfolio, including health insurance “VITA – Song Nhu Y” and “VITA – Suc Khoe Vang”, cancer insurance “VITA – La Chan Vang”, critical illness insurance “VITA – Song Lac Quan”, features comprehensive benefits, transparent terms and conditions, competitive premiums, as well as market-leading customer experience.

With the ambition of becoming a “Lifetime Partner” to its customers, Generali Vietnam is committed to its motto of “Simpler, smarter, customer-centric” in every effort to enhance customer experience.

Specifically, in order to timely listen to customers’ feedback, Generali uses Net Promoter Score (NPS) solution offered by Medallia, a global leader in customer experience management solutions, to gather feedback from all customers at all touchpoints with Generali.

generali vietnam reaffirms leading position in health insurance and customer experience
Notable achievements in product distinction and customer experience were recognised as Generali celebrates the company’s 10th anniversary in Vietnam

Generali also seeks to continuously simplify its insurance policies, documents, and all related processes. For example, the company has shortened the claim request response time to only 30 minutes.

With the ambition of becoming a “Lifetime Partner” to customers, Generali Vietnam is committed to its motto of “Simpler, smarter, customer-centric” in every effort to enhance customer experience.

Generali also successfully digitalised almost all of its insurance transactions such as monitoring insurance policies, paying premiums, updating policy information, switching investment funds, and buying new products, via its digital health ecosystem GenVita.

To further strengthen customer relationship with more value-added services, Generali pioneers in providing various complimentary services such as telehealth service with its experienced doctors, an online library with useful information about health and exercise, insurance-focused Q&A service, and more via GenVita.

generali vietnam reaffirms leading position in health insurance and customer experience
In order to timely listen to customers’ feedback, Generali uses NPS solution which measures overall customer satisfaction

Additionally, Generali provides “Lifetime Partner” training to all of its staff and agents to reinforce the understanding of this important strategy and equip them with the know-how to realise it.

All these efforts have enabled Generali to consistently increase its R-NPS score which measures overall customer satisfaction with every aspect of the company and rise to lead the market in R-NPS in 2020 and the first quarter of 2021.

“Products and customer service have always been the key priorities in Generali’s competitive strategy since our very first days in Vietnam,” said Tina Nguyen, Generali Vietnam CEO. “After 10 years of operation, our financial performance, business achievements, industry and customers’ recognition in these two key strategic areas have proven we have been well on track. These accomplishments greatly motivate the team to push harder to bring even greater benefits and better experience to our customers as we realise our ambition of becoming a 'Lifetime Partner' to millions of Vietnamese families.”

generali vietnam reaffirms leading position in health insurance and customer experience
Present in the top 10 businesses with a happy workforce, Generali is making strides to build an ideal workplace where employees are happy to work, from there enhancing customer service quality

The Golden Dragon Awards is a prestigious annual awards ceremony organised by Vietnam Economic Times with results based on surveys and assessment to recognise foreign-invested and Vietnamese companies with outstanding achievements in production, business, innovation, digitalisation, and significant contributions to Vietnam’s economy and society.

The 2021 Awards marked the 20th anniversary of the Golden Dragon Awards Programme.

Established in 1831, Generali is present in 50 countries, with a total premium income of €70.7 billion ($86.3 billion) in 2020. With more than 72,000 employees serving 65.9 million customers globally, Generali has a leading position in Europe and an increasingly significant presence in Asia and Latin America.

In Vietnam, after 10 years of operation, Generali Vietnam currently has a nationwide network of more than 70 GenCasa (agency offices) and customer service centres, serving over 400,000 clients.

By Anh Duc

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