A life insurance contract usually lasts for at least 10-15 years, so the need for customer consultation and care is very high. Therefore, improving the quality of customer care is an indispensable development strategy in the "service era" to help customers feel more satisfied and attached, introduce products to many other customers, and contribute significantly to the sustainable development of the insurance market.
More specifically, in the period when the insurance market has many incidents that generally affect consumer confidence, Hanwha Life Vietnam determines that it must focus on cultivating and maintaining customer trust through many different strategies, in which improving customer experience and service is the top priority.
With the strategy of “customer-centricity”, Hanwha Life continuously improves customer experience through activities such as standardizing customer care team, digitizing work processes and promoting insurance benefit settlement operations. Thanks to that, Hanwha Life Vietnam has been affirming its position as one of the leading trusted life insurance companies.
As a member of the 7th largest Hanwha Group in Korea (2022), Hanwha Life Vietnam is proud to inherit and promote the group's achievements in standardizing processes, training, coaching and skills for the customer care team according to high standards, effectively serving customers locally.
The customer support system, website, mobile application, telephone, etc. for customers are always focused on improvement because this is an important communication channel between the company and customers, determining the quality of customer care services. 100% of customer calls to Hanwha Life Vietnam's call center will be recorded to ensure call quality. In addition, call recording will be the basis for the company to control service quality, record inappropriate points, thereby having timely and effective improvement solutions, ensuring the customer experience journey is always seamless.
Hanwha Life Vietnam's customer service centers are also gradually "changing their clothes", becoming more modern and convenient. The space is designed to be open with many diverse areas such as product consulting, customer care, counter transactions, etc., scientifically arranged to serve attentively, bring experiences beyond expectations, and better meet the needs of customers. 141 customer service points nationwide are a testament to the company's efforts in providing convenient services to customers, contributing to satisfying current customers and attracting new customers, expanding the customer base in both scale and length of stay.
The company also actively invests in technology to promote digitalization, simplify customer service processes, and reduce the number of documents customers need to prepare through the online customer portal, allowing customers to proactively manage contracts online (E-Policy), submit insurance claims online (E-submission), and automatically pay insurance benefits (e-Claim), etc. to optimize customer satisfaction and convenience.
In particular, joining the trend of increasing cashless payments, Hanwha Life Vietnam has been cooperating with intermediaries to provide and integrate a variety of online payment solutions for customers through online payment gateways (E-Submission, Customer Portal), e-wallets (MoMo, Payoo, Viettel Money, VNPAY), contactless payments via POS/MPOS machines (ATM/Visa/MasterCard cards, ...), via Internet Banking, Mobile Banking, ... to help transactions between customers and Hanwha Life Vietnam become faster, easier and more selective, as evidenced by the result that more than 73% of customers used online insurance premium payment in just the first 6 months of 2023.
Thanks to the application of these policies, the company has recorded impressive results in customer care quality. In the first half of 2023, the processing time for customer care services within 3 working days was increased to 87%. The time to resolve insurance benefits was reduced by nearly half, to only about 3 days for a case compared to 6 days in 2022. In the first 6 months of the year, the company paid insurance benefits for more than 27,800 cases with benefits for death, disability, critical illness, accident, hospital fees, etc. The total amount paid was up to more than 206 billion, an increase of 17% over the same period last year.
Ending the first 6 months of 2023 with many fluctuations and challenges, Hanwha Life Vietnam still maintained the growth of renewal premium revenue, with total insurance premium revenue reaching over 1,900 billion VND, demonstrating Hanwha Life's success in consolidating and maintaining customer trust in Vietnam.
A representative of Hanwha Life Vietnam shared: “The life insurance industry requires a great deal of trust between customers and the company. If every business fully implements and provides good service quality and customer care, the number of people participating in insurance will increase. Hanwha Life serves customers with all its heart, accompanying customers not only in an insurance transaction but also in a long-term commitment. We are proud of this and will continue to promote it to continue to gain the trust of customers.”
The journey of serving customers over the past 15 years has helped Hanwha Life Vietnam achieve noble titles such as 7 consecutive years in the Top 10 prestigious life insurance companies in Vietnam and 9 times receiving the Golden Dragon Award for Reliable Insurance Services.
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