Generali Vietnam reaffirms leading position in health insurance and customer experience

12:52:00 PM | 25/5/2021

Generali Vietnam Life Insurance LLC (“Generali Vietnam”) continued to reaffirm its leading position in health insurance and customer experience with the prestigious title of “Leading health insurance and customer experience provider in Vietnam” at the 2021 Golden Dragon Awards. Generali Vietnam currently offers a comprehensive insurance product portfolio and a market-leading R-NPS score measuring overall customer satisfaction. 

Leveraging Generali Group’s industry-leading strength in health insurance with one of the world’s largest global medical networks, with over 1.82 million healthcare partners across 197 countries, Generali Vietnam has rapidly established its leading position in health insurance. Its preeminent health product portfolio, including health insurance  “VITA – Sống Như Ý” and “VITA – Sức Khỏe Vàng”, cancer insurance “VITA – Lá Chắn Vàng”, critical illness insurance “VITA – Sống Lạc Quan”, features comprehensive benefits, transparent terms and conditions, competitive premiums, as well as market-leading customer experience. 

With the ambition of becoming a “Lifetime Partner” to its customers, Generali Vietnam is committed to its motto of “Simpler, smarter, customer-centric” in every effort to enhance customer experience. Specifically, in order to timely listen to customers’ feedback, Generali uses Net Promoter Score (NPS) solution offered by Medallia, a global leader in customer experience management solutions, to gather feedback from all customers at all touch points with Generali.

Generali also seeks to continuously simplify its insurance policies, documents, and all related processes, for example the company has shortened the claim requests response time to only 30 minutes. Generali also successfully digitalized almost all its insurance transactions such as monitoring insurance policies, paying premiums, updating policy information, switching investment funds, buying new products, etc. via its digital health ecosystem GenVita.

To further strengthen customer relationship with more value-added services, Generali pioneers in providing various complimentary services such as telehealth service with its experienced doctors, an online library with useful information about health and exercise, insurance-focused Q&A service, etc. via GenVita.

Additionally, Generali provides “Lifetime Partner” training to all of its staff and agents to reinforce the understanding of this important strategy and equip them with the know-how to realize it. 

All these efforts have enabled Generali to consistently increase its R-NPS score which measures overall customer satisfaction with every aspect of the company and rise to lead the market in R-NPS in 2020 and the first quarter of 2021.

Ms. Tina Nguyen, Generali Vietnam CEO, said: “Products and customer service have always been the key priorities in Generali’s competitive strategy since our very first days in Vietnam. After 10 years of operation, our financial performance, business achievements, industry and customers’ recognition in these two key strategic areas have proven we have been well on track. These accomplishments greatly motivate the team to push harder to bring even greater benefits and better experience to our customers as we realise our ambition of becoming a “Lifetime Partner” to millions of Vietnamese families.”

The Golden Dragon Awards is an annual prestigious awards ceremony organized by the Vietnam Economic Times with results based on its surveys and assessment to recognize FDI and Vietnamese companies with outstanding achievements in production, business, innovation, digitalization and significant contributions to Vietnam’s economy and society. The 2021 Awards marked the 20th anniversary of the Golden Dragon Awards Program.

T.H (Vietnam Business Forum)