Generali Vietnam Reaffirms Leading Position in Innovation and Customer Experience

Generali Vietnam Life Insurance LLG (“Generali Vietnam”) has been honored for the fifth time at the Golden Dragon Awards program, announced at the Vietnam Connect Forum 2024 with the title being "Leading insurance company innovation and customer experience in Vietnam."

Among the top 50 outstanding FDI enterprises in 2023–2024, Generali Vietnam is recognized for many remarkable achievements in innovation and enhancing the customer experience in all aspects.

Ms. Nguyen Phuong Anh, Generali Vietnam CEO, shared: “With a customer-centric business strategy, we are extremely proud when Generali’s R-NPS score—the overall customer satisfaction measurement score—has led the market for three consecutive years (according to a report by consultancy firm Epiphany-RBC). This is the result of our constant efforts and spirit of inquiry, always listening to our customers’ feedback and developing our action plan accordingly to provide the best customer experience. Continuing to be honored at this year's Golden Dragon Awards will be great motivation for us to keep innovating and improving our products and services, realizing Generali's commitment to becoming Lifetime Partner to millions of Vietnamese families."

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.

T.H (Vietnam Business Forum)