Sri Lanka’s life insurance market leader, Ceylinco Life topped the life insurance ranking in the customer service survey that encompassed 22 diverse sectors ranging from banks and airlines to hotels, spas and wellness centres.
Elaborating on what inspired the study, LMD opined that the customer service concept has been reshaped since the start of the COVID-19 pandemic early last year, disrupting the experiences offered by businesses through traditional operations.
The pandemic also led to a shift in customer expectations, creating a new set of challenges for businesses as they strive to meet these expectations and maintain service levels.
The survey helped provide an insight into the satisfaction levels of customers in the local context, including in the digital realm.
Commenting on this latest ranking achieved by the Company, Ceylinco Life General Manager Marketing Mr Samitha Hemachandra said:
“For companies, the initial challenge posed by the pandemic was to keep operations going while ensuring the safety of employees and customers.
In this respect, Ceylinco Life was already ahead of the game, having developed a culture of using digital technology to advance customer convenience.
With the pandemic demanding that we fine-tune this process very quickly, we were able to introduce further improvements in customer service that have actually permanently redefined how we deliver services to customers and interact with them.”
In April last year, Ceylinco Life began offering multiple online payment and communications options as well as facilitation of settlement of claims, to ensure policyholder requirements are met, despite the country-wide lockdown and other travel restrictions and safety measures that came into play.
The Company also automated the process of obtaining insurance policies, designed and promoted simple online insurance and retirement plans, and enabled easy processing via its e-submission system that made it possible for sales staff to approach and close a sale without physical meetings.
This included enabling digital signatures and payments.
Ceylinco Life had already equipped its sales personnel with tabs which enabled them to continue with their canvassing and sales without interruptions or face-to-face contact with customers.
LMD’s ‘Customer Service Excellence’ online survey garnered over 2200 responses over a period of nine weeks between July and September 2021.
The poll which was hosted on www.LMD.lk asked participants to name their favourite establishment in each segment for service excellence.
The organisations that earned the highest number of votes in each category were named the most popular service providers in Sri Lanka.
In 2021, Ceylinco Life was ranked the ‘Most Valuable Life Insurance Brand’ in Sri Lanka by Brand Finance, named one of the 10 Most Admired Companies in Sri Lanka by the International Chamber of Commerce Sri Lanka (ICCSL) in collaboration with the Chartered Institute of Management Accountants (CIMA), voted the ‘Peoples Life Insurance Service Provider of the Year’ for a record 15th consecutive year, and was certified as a ‘Great Workplace’ in Sri Lanka by Great Place to Work®.
The Company has been Sri Lanka’s leading life insurer for more than half of the 33 years it has been in existence and was named the ‘Best Life Insurer in Sri Lanka’ for the seventh consecutive year in 2020 by World Finance.
Ceylinco Life has close to a million lives covered by active policies and is acknowledged as a benchmark in the local insurance sector for innovation, product research and development, customer service, professional development, sustainability, and corporate social responsibility.