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Bharti AXA Life Insurance, a private life insurer, has announced the launch of a novel service initiative that allows use of ‘WhatsApp’ messenger for faster and seamless claims processing.
The life insurer has become the first company in the domestic life insurance industry to provide its customers the option of claim intimation by sending text messages through the instant messenger service WhatsApp.
With this, claim submission would become a hassle-free process for a nominee of the insured, as he/she does not have to visit the company’s branch for claim submission but has only to send a message.
Vikas Seth, Managing Director and Chief Executive Officer, Bharti AXA Life Insurance, said: “We are the first life insurance company in the country to use WhatsApp to intimate and expedite claims for our clients. The prime responsibility of any life insurance company is to honour a valid claim in the need of hour. By embracing an instant messaging platform like WhatsApp, we are providing a prompt and fresh service option to enhance the comfort and benefit for our customers and improve customer-contactability”.
Seth explained that the nominee has to text the company on its number available on WhatsApp for intimating a claim. A dedicated team member would access this number, and send an immediate response to the nominee.
Further, the nominee has to upload the claim documents on a link, which the claim team would share with him or her. Bharti AXA Life Insurance would communicate its decision to the nominee on his/her WhatsApp number, and would credit claim benefits to his/her bank account, if any.
The company has already processed several claims received through WhatsApp successfully, Seth said. He said the company was working to provide its customers the option to avail of policy delivery and servicing through WhatsApp.
“We will introduce these services in order to enrich the experience of customer-contactability and company-accessibility, which is a huge challenge faced by the industry,” he added.
Bharti AXA Life said it would encourage its entire customer base to capitalise on its digital transformation initiatives. “We are confident that the use of WhatsApp will help us improvise customer engagement during the claim process. More importantly, our customer-friendly initiative would complement the regulator’s efforts to enhance service, efficiency and transparency in the domestic life insurance industry,” Seth said.
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