The insurance industry has plenty of age-old traditions that are hard to break. Some traditions are good, but the traditional insurance process is one which we at PolicyPal want to change.
Traditionally, insurance involves a cumbersome process as well as complex jargon, which all leaves you tearing your hair out just from filing claims. It’s a frustrating process for many that has made an industry that’s already complicated enough, even more tedious.
Here are three strategic initiatives that PolicyPal is adopting to serve our customers better than the traditional insurance experience.
This is the fourth in a five-part series detailing our growth, our journey, and our commitment to serve the community.
1. Digitising our way forward
COVID-19 has expedited the move towards digitization, and that’s what we’ve done to get ahead of the curve.
We’ve digitized our entire paperwork process, seeking to make it a seamless experience for you whenever you engage with us. Our 24/7 customer support is there for everyone who can reach us anytime should they need help for queries or claims.
We have the blessing of working with insurers to provide a range of products for you and this unique position of understanding both perspectives has allowed us to ensure a smooth customer experience journey from start to finish.
2. Incorporating software into our workflow
We’ve built an internal dashboard to give us a comprehensive overview of our customers’ relevant information. This allows us to handle manual tasks such as crediting PolicyPal credits and processing customers’ policies with incredible efficiency.
As a lean team, we’re also quick to adapt and change as needed. For example, whenever our customer support team shares feedback that a certain manual process is too time consuming, our technology team starts looking into automating that process on our dashboard.
Apart from our internal customer dashboard, we also make use of third-party tools like Zendesk and Intercom to attend to all queries while ensuring that our customer support is up to standard.
3. Setting high service standards at PolicyPal
Back in 2017, we operated an AI chatbot, but concluded that it fell short when it came to customer satisfaction. At the end of the day, real human interaction and service is irreplaceable.
At PolicyPal, our customer support team is all in-house. Everyone you talk to is part of The PolicyPal family; we do not outsource or hire any external team to handle any of your queries.
Everyone at PolicyPal is trained to do customer support, and every new joiner shadows a team member for a week to learn the ins and outs of how PolicyPal handles customer support.
By letting all staff members get a taste of servicing the customer, we hope this will give them a sense of ownership of PolicyPal as well as build the right culture that places the customer first, setting the gold standard for customer service right from the start.
We set ourselves the ambitious goal of offering a one-hour response time to all queries, around the clock, every single day of the year.
It sounds like a lot of work, and to be fair it is, but we feel it’s worth it.
We are always extremely gratified when customers feedback that they have enjoyed good customer service over the years. Some even request for specific team members to service them when purchasing second policies or even to answer queries.
This signals to us that we’ve managed to build genuine positive relationships with our customers and grow with them.
And that is a win in our book any day of the week.
Schedule a Free Teleconsulting service with us today.
You can enjoy a free financial portfolio review, to help you better understand how to create a suitable financial plan for you and your family. We will analyse life insurance products from various insurers and present you with solutions, tailor-made to address your concerns.
Our financial adviser representative, representing PolicyPal, will be happy to help you understand any of these insurance policies:
- Health Insurance
- Critical Illness Insurance
- Endowment/Savings Insurance
- Personal Accident Insurance
- Term/Whole Life Insurance
To get in touch, you can WhatsApp us at 87500688 and let us know your preferred date and time for the appointment. Alternatively, leave your details below and we will contact you to help you arrange for an appointment.
If you would like to know more about a specific insurance product, you can also let us know your preferences. This is so that we can be better prepared during the appointment to present you with a comparison table if needed.
The teleconsultation can be done through a WhatsApp phone call or video call. However, we would recommend using Zoom as it is a free video-conferencing app that you can download for clear audio and video consulting on your computer or phone.
This advertisement has not been reviewed by the Monetary Authority of Singapore.