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After becoming a pioneer in the use of ‘WhatsApp’ messenger for claim intimation, life insurer Bharti AXA Life has now expanded the scope of this customer service channel to deliver policies and renewal premium receipts.
“With mobile instant messaging platform like WhatsApp, we are making it easier for our customers to get their policy contract, renewal premium and claim intimation through an effortless communication channel. We are confident that this instant communication tool will help us improvecustomer engagement, customer-contactability as well as enhance the comforts and benefits of our policyholders,’’ Vikas Seth Managing Director and Chief Executive Officer (CEO), Bharti AXA Life Insurance said.
He said the policy contract will be available for download shortly after its issuance. Similarly, the renewal premium receipts will be ready for download on adjustment of premium into policy.
“Over a period of time, WhatsApp has emerged as the most preferred platform for communication and conversation in both personal and professional domains. We want our policyholders and customers to capitalize on this platform for smart, convenient and faster communication,’’ Seth added.
Bharti AXA Life Insurance, a joint venture between Bharti Enterprises and French Insurance major AXA, is one of the first few life insurers to provide its customers with the option of policy contract, renewal premium receipts and claim intimation through WhatsApp.
This is an instant and additional customer service option for the policyholders, apart from the company’s multiple channels, which includes its network of branches, customer care, contact centre, portal and chatbot.
Ishita Mukherjee, Chief Operating Officer (COO), Bharti AXA Life Insurance, said, “Providing a policy contract, renewal premium receipts and claim intimation through WhatsApp is part of our next generation and technology-led service differentiators that help the policyholders to communicate with the company smoothly as well as effortlessly. The easy-to-use and time-saving service alternative will empower our customers and enrich their interaction and convenience.’’
She said that the policyholders will be able to view and download their policy contract and renewal premium receipt instantly.
According to Mukherjee, the entire process can be completed in three easy steps. These include accessing the link shared with the customers via their mobile phones, clicking on the link provided to him/her through SMS/email and sending the pre-filled message to the company via WhatsApp
Further, the customers need to complete the verification process via the new link provided in the WhatsApp window, she added.
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