In a service industry, customer service is always a differentiating factor. Moreover it is all the more important for non-life insurance industry since at present, many of the products are tariffed and thus there is no scope to differentiate on the basis of price.

The service factor has gained particular importance due to rise in competition, as a result of which customers’ expectations have increased and they are more educated and aware on insurance matter than before.

Why do you think a customer will choose your company? How distinct your services are from that of others?

A customer will choose our company to for our commitment to provide the highest quality of service at all times. It is our constant endeavor to increase the speed of transactions and provide the best possible insurance solutions in terms of product, price and performance.

How IT has been harnessed for improving the customer service? What are the other customer service mechanisms your company has adopted?

IT has played a major role in decreasing the Turn Around Time (TAT) at every step which has led to speedy documentation process and quick claim settlement.

All our offices are online and connected to each other, which allows us to increase our reach and coordinate directly with our channel partners and customers to cater to all their requirements.

Between customer acquisition and retention what do you think is more expensive and difficult for your company? What has been your company's achievement on both the accounts?

Customer acquisition is always more expensive than customer retention and we have fared well on both counts. We consistently maintain our relationship with our customers and channel partners to remind them about coverage, renewal dates and suggest the ways and means to improve the scope of cover.

How are your claim settlement ratios? How long you are taking to settle a claim?

Claim settlement ratio and time varies for different classes of business but we have consistently maintained a settlement ratio of over 90% across the board. Normally we take around a week to settle any claim after submission of the requisite claim papers and documents.