2013 – The Year in Review
Photo courtesy: www.theatlantic.comWe have always believed in a relationship with our customers which goes beyond insurance. It was good to be acknowledged for our belief when we were awarded the prestigious ‘Best Claims Innovation of the Year’ by Claims Awards Asia. We integrated the motor claims processing module on Mobile technology (TAB) to push real-time data to field assessors and processing team for faster claim settlement. Meet the motor claims team: We strongly believe in a system of feedback and actively solicit customer and employee opinion to improve our services. Continuous feedback can take us from being Good to Great! In an expanding social media universe, interaction has become greatly convenient. We started the year with a live chat with customers; an insightful session which helped us in improving our services to the customers. Later in the year, we invited employees to hangout with me on a Google+ hangout. It was a very interesting session where we received feedback, ideas from employees to improve our company. Along with our other channels of feedback, this direct interaction with customers and employees was very fascinating. Going forward, we plan to conduct many such activities to reach out to our customers and employees. In a yet another industry-first initiative, we started an All Women’s Branch which was launched on the 3rd of January 2014, at the company’s headquarters in Pune. This unique branch will comprise only women employees catering to the insurance requirements of women agents as well as customers. At Bajaj Allianz, we also initiated a program called WILL (Women Initiative for Leadership Learning) which focused on individual capabilities & challenges of women leaders, their immediate work environment and the organizational context & culture. To enhance our customer service, we developed a Customer portal which provides the customer a consolidated view of their own holdings and an ease to manage their Bajaj Allianz insurance portfolio. A continuous root cause analysis has helped us reduce consumer complaints considerably. Automation of grievance redressal has ensured an improvement in our turn-around-time to all our valuable customers. In motor insurance, we are providing 24x7 road side assistance to all our women policyholders. 24/7 Spot Assistance is a Bajaj Allianz initiative that is aimed towards making the roads safer for women to travel on, at all hours of the day and night. It includes services such as taxi facility if the car is immobilized, fuel assistance, spare keys delivery in case you lose the key, flat tyre repair, towing facility etc. The year 2013 was nothing short of eventful. I believe, focus on the power of technology combined with human happiness will drive customer service in future. Here’s to another year of innovation, opportunities and learning. From all of us at Bajaj Allianz, wish you a very happy and prosperous new year!
About the author
Tapan Singhel is the MD & CEO of Bajaj Allianz General Insurance Company Limited. This blog has been initiated by him so that he can directly interact with all the valuable customers and employees of this company.
Dear sir, Its our great pleasure to be a part of organization which force/help/co-operate/ignite our internal potential to give birth of new ideas leading a reward for us. Wishing you a happy new year and happy new ideas.... Regards Kundan
Dear Sir, Happy New Year!! The event "Bajaj Allianz Sports League" : excellent & joyfull.
Dear Sir, Agree with the above and lots of best wishes for the achievements in the coming year. Regards, Supritam