Generali Named Insurer with Best Customer Experience in Vietnam

 21 March 2023, Generali Vietnam Life Insurance LLC (“Generali Vietnam”) has reaffirmed its market leading position in customer experience, having been named “Insurer with best customer experience in Vietnam” in the 22nd Golden Dragon Awards announcement at the 2023 Vietnam Connect Forum. Generali was also honored among the “Top 50 outstanding FDI enterprises 2022-2023”.   

Over the past years, Generali Vietnam has continuously invested in developing outstanding products and services, reinforcing integrity and transparency for customers, simplifying and digitizing operating processes, extending and increasing quality of distribution channels to enhance customer experience in all aspects.  

Ms. Tina Nguyen, Generali Vietnam CEO, shared: “Generali Vietnam’s strategic goal is to become Lifetime Partner to our customers. This requires us to build a customer-centric business strategy aiming at delivering sustainable values. To achieve such goal, we always listen to our customers’ feedback and develop our action plan accordingly.”

“Constantly seeking customers’ feedback and enhancing customer experience has been our shared passion at Generali. We are extremely proud when Generali’s R-NPS score (the overall customer satisfaction measurement score) has continuously increased and been leading the market in the past 10 consecutive quarters. This year’s prestigious recognition by the Golden Dragon Awards will be great motivation for us to keep investing in innovating and improving our products and services so Generali will be Vietnamese families’ most trusted insurance brand” Ms. Nguyen added.

All of Generali’s customer services can be done “paperless” via GenVita ecosystem. Customers can make claim requests, manage their insurance policy, pay premium, switch investment funds, buy new products, etc. on GenVita. In 2022, the new version of GenVita with the new MyGenerali portal was successfully launched with sleeker navigation and design, faster, safer and more convenient user experience, along with new and exciting features.

In 2022, Generali pioneered in launching the e-KYC system in order to enhance security and information accuracy for customers. With the new remote selling platform, Generali agents can provide consultation and issue new policies for customers online.

Of note, Generali was the first life insurance company in the market to drop the requirement of submitting paper invoices and documents for claim requests. In addition, Generali builds its own team of claim management staff instead of outsourcing this service to a third party to ensure better customer experience. Generali also continuously extends and enhances quality of its direct billing network.

Generali Vietnam also pays attention to small details in all customer experience touchpoints. For example, its new policy kit, a “phygital” version, has been highly regarded as an innovative initiative. The kit has brough about a sense of class, elegance and convenience for customers. 

The Golden Dragon Awards is an annual awards program by the Vietnam Economic Times with results assessment based on its survey and voting to recognize FDI enterprises pioneering in innovation, green transformation, and technology adoption in production, business operation and management.

T.H (Vietnam Business Forum)