For many years, Generali Vietnam has implemented its own transactional net promoter system (T-NPS) program to survey opinions and collect customer feedback right from the moment a transaction arises. This lays the foundation for understanding the demands, aspirations, and problems of customers, thereby significantly improving the Net Promoter Score (NPS) for both T-NPS and R-NPS to their current market-leading level.
Generali has also made heavy investments in digital transformation. Thus, all of Generali’s customer services can be done “paperless” via the GenVita ecosystem, including receiving electronic contracts, searching for contract information, making claims requests, paying premiums, adjusting contract information, adjusting premium payment periods, making money withdrawal requests, etc.
In particular, the claims settlement service for customers' insurance benefits has been strongly improved and automated by the company. All medical facilities are directly connected, making it more convenient and faster to guarantee hospital fees for customers. In addition to dropping the requirement of submitting original paper documents, Generali Vietnam has optimized the online transaction process. It only takes 2 minutes for customers to lodge the claim requests, 30 minutes to receive a response, and 48 hours to receive payment after approval. As of present, more than 85% of Generali's customers have used the online claim settlement service via the GenVita application, an impressive rate in the insurance industry.
In 2023, Generali pioneered the implementation of the mandatory e-KYC system in order to enhance personal information security, insurance contracts, and transaction safety for customers.
At the same time, the company has taken many drastic measures to improve the customer experience, such as the "B1 language" project to help customers easily see, remember, and feel more pleasant when approaching insurance. After three years of constant efforts, Generali Vietnam has renewed all of its documents with more than 192 letters, documents, insurance publications, 224 types of electronic correspondence, and two sets of contract terms, which have been improved in both content and form. The figures not only reflect Generali Vietnam's efforts to simplify insurance language but also reaffirm the company's contribution to the journey of making life insurance more transparent.
