Filipinos, now changing into extra involved about their well being and safety, need sooner, extra environment friendly, on-demand service the minute they should search medical consideration and avail themselves of advantages from their insurance plans. Acknowledging these heightened considerations from clients, Etiqa Philippines not too long ago relaunched an upgraded 3.0 model of the Smile PH app, the place plan holders can entry data and providers for each Health and Life insurance merchandise wherever and every time wanted.
Smile PH 3.0 is a unified omnichannel app from the nation’s main InsureTech firm. It integrates widespread primary options reminiscent of inquiries, profile personalization, and phone particulars updating with very particular transactional processes to offer Etiqa shoppers a extra seamless consumer expertise. Specifically, Individual Life Insurance shoppers can now handle their insurance plans, view transaction historical past, request for e-policy, and verify fund values via the app.
Meanwhile, for Group Health Insurance shoppers, the app helps facilitate affected person entry to its intensive medical community of 30,000 docs and 1,600 accredited hospitals and clinics nationwide. It additionally makes the method of submitting medical reimbursement claims 50% sooner. In addition, they will conveniently view their and their dependents’ protection plus request letters of assure. “Giving customers the power to view and avail their insurance benefits is essential,” mentioned Ariel Meneses, Senior Vice President and Head of Operations and Service Excellence. “Through the unified Smile PH 3.0 app, which can be easily downloaded from Google Play Store and App Store, they can avail of our services swiftly and promptly.”
The transfer in the direction of an omnichannel customer support mannequin goals to make Etiqa extra responsive – permitting its shoppers to attach instantly with the group via an built-in platform, hotline, e-mail, chatbot, messaging apps, and social media channels. “Our unified Smile PH 3.0 app ensures that we can support our customers – for both Group Health and Individual Life Insurance – in every step of the process. This is our way of nurturing our relationships with them,” pressured Rico Bautista, Etiqa Philippine President & CEO, who believes that leveraging technology can speed up insurance market penetration and the expansion of the insurance trade – in parallel.
Driving additional in the direction of digitalization, Etiqa additionally offers monetary advisors with the coaching, techniques, and units to make the method extra seamless for the shoppers from the time they get launched to insurance solutions. Financial advisors can now use Etiqa Sales Evolution (EaSE), which goals to supply a seamless digital buyer expertise and permits ease of entry and luxury to each monetary advisors and shoppers. With EaSE, monetary advisors can work together with their shoppers freely and rapidly, whereas shoppers can attain out to their advisors conveniently.
“Gone are the days of overwhelming the customer with pages of printed forms. Their time is valuable and with the pandemic, we also need to adjust fast to remote selling which has become the new normal. The pandemic has undeniably recalibrated the way we do work, bringing digital solutions into the limelight. Right now, we are accelerating our efforts towards a paperless and seamless electronic exchange of data to maintain and improve the company’s productivity during this time,” says Etiqa Philippines Head of Retail Insurance Mars Dailo.
“Our customers inspire us to transform ways to serve them better – and the only way to do it is to embrace the power of technology in all facets of our operations,” he added.
Etiqa additionally gained the 2022 Insurance Asia Awards for Customer Service Initiative for one other tech-driven platform – the Letter of Guarantee (LOG) Portal. Bautista showcased the portal’s case examine within the not too long ago concluded Digital Pilipinas Philippine FinTech Festival (PFF), the place he highlighted the way it improved providers, leading to a 600% improve in response time and 90% buyer satisfaction.
Technology and a variety of related, customizable plans catering to varied wants can simplify the insurance expertise. As one of many handful of insurance firms within the nation that has a composite license, Etiqa makes it even easier by providing each life and non-life insurance merchandise beneath one model. To know extra about these unified insurance solutions, go to www.etiqa.com.ph.
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