By the end of the first 11 months of 2019, Hanwha Life’s total premium revenue reached VND917 billion, an increase of 20 per cent over the same period last year. This increase is attributed to Hanwha Life’s strategy of expanding its network and transforming its business model based on digital technology and focusing on improving the quality of service.
Hanwha Life Vietnam has just opened Saigon Customer Service Centre on the 14th floor of PARK IX Building, 8 Phan Dinh Giot, Tan Binh district, HCM City. The large, modern customer service centre plays an important role in Hanwha Life Vietnam’s business development activities in HCM City.
At the opening ceremony, Back Jong Kook, chair of the Members Council cum general director of Hanwha Life Vietnam, said that the centre is designed to be spacious and modern to deliver a fresh customer experience in a professional manner. At the same time, the opening of the centre also marks Hanwha Life’s relentless efforts to become one of Vietnam’s leading insurance companies with the highest quality services.
Recently, Hanwha Life Vietnam has been constantly expanding its network. In the fourth quarter, the company has put into operation six new customer service centres in Bien Hoa (Dong Nai), Quy Hop (Nghe An), Thanh Oai and Dong Anh (Hanoi), as well as Tuyen Quang and Hai Chau (Danang). It is expected that by the end of 2019, Hanwha Life Vietnam will open 10 more centres, bringing the number of customer service points nationwide to more than 150.
Tie-up with fintech partners
Not only constantly expanding its network, Hanwha Life Vietnam also promotes cooperation with fintech partners to diversify distribution channels. The tie-up brings more change and creativity to Hanwha’s operations. The insurance company has recently introduced the hybrid model combining the convenience of technology and the experience and dedication of the consultants. The model is expected to offer the highest convenience to customers.
Accordingly, on November 27, Hanwha Life Vietnam signed an insurance business cooperation with Thebank.vn. This is the first online financial consulting website in Vietnam that allows users compare products such as credit cards, loans, savings deposits, and insurance products. The website also connects customers to experts, banking consultants, and insurance companies. Currently, Thebank.vn has 1.7 million users and more than 2.3 million hits per month.
This partnership will help customers save time in choosing the right financial products as well as achieve effective financial management. Under the agreement, Thebank.vn also became an agency that directly distributes Hanwha Life’s insurance products to customers.
Furthermore, Hanwha Life Vietnam has also cooperated with GoBear Vietnam an meta search engine website to help customers make appropriate financial options, including insurance products.
Tech convenience for customers
With the strategy of customer-centricity as well as digitising-simplifying, Hanwha Life Vietnam constantly invests in digital transformation to bring fast, simple, and convenient services, thereby enhancing customer experience.
Accordingly, Hanwha Life Vietnam has introduced the Jetclaims Insurance Benefit Quick Payment Programme in August 2018. The company has made strong investments to provide services to gain a competitive edge over its competitors. Specially, it allows the application of insurance benefits to be processed and approved immediately upon submission to customer service counters. Jetclaims also allows faster and more flexible payment methods when customers can receive insurance benefits in cash at the service centre, bank transfer, or transfer premium to the contract.
In parallel with process improvement, Hanwha Life Vietnam focuses on improving user experience and insurance services in a professional, quick, and effective manner. In October, the company launched Hanwha Life Customer Portal (https://khachhang.hanwhalife.com.vn/) with many outstanding utilities: contract management; making advance requests from redemption value, and fulfilling claims for insurance benefits, among others.
Along with this new customer portal, Hanwha Life put a shortened customer care number (*5522) into operation, creating another option for customers in addition to the existing phone number 1900 5522. The new number *5522 is put on the Star Phone app so that customers can access all of the company’s products and services with a single click. The shortening of the customer service number makes it more convenient for customers to connect with Hanwha Life. At the same time, it helps the company gradually improve service quality and realise its e-commerce strategy in the near future.
In the era of Industry 4.0, Hanwha Life Vietnam is also a pioneer in the life insurance market to set up a big data department for business activities and customer service. It is expected that the department will be separated into an independent company and soon go into operation.
With heavy investment, optimisation, and the perfect combination of online and offline customer service, Hanwha Life Vietnam is providing customers with a professional insurance service experience, responding quickly to changing customer needs based on a leading technology platform and the best quality services in the market. Industry watchers believe that with these strategies, Hanwha Life Vietnam will soon realise its goal of becoming the leading quality insurance company by 2025.
