When it comes to innovation and customer confidence, Ceylinco Insurance General has always been at the forefront, providing real-time insurance solutions to perceived customer needs, remaining always a step ahead of competition and the industry at large.
Thus its newest product, “Deal With Guilt” scheme has created a unique value addition that provides never-before-offered and never-before-imagined benefits to customers and indeed, non-customers as well.
The innovative new benefit is deemed yet another global first from the company adjudged Asia’s Most Innovative Insurance Company, twice over.
Speaking of the new value addition to Ceylinco VIP, Ceylinco Insurance Managing Director and Chief Executive Officer Ajith Gunawardena says that the new benefit turns the generally not-so-pleasant experience of a motor accident between a Ceylinco VIP customer and even a non VIP party, into a positive interaction, with benefits thrown in for all concerned.
“Our VIP customers are giants in our world. We will never allow them to feel guilty, even for a moment. That’s why we decided to take over the burden of their guilt on our shoulders, providing free air tickets for both parties involved in a genuine accident. The other individual, whose vehicle is involved in the motor accident with a VIP customer of ours, gets an air ticket to a destination of his or her choice. However the air ticket becomes valid only when that individual renews his/her insurance cover with us, as our customer.
In addition to this, our customer, who was involved in the accident, also gets an air ticket to a destination of his/her choice or a replacement vehicle. It becomes a happy settlement and a win-win situation for both parties,” he said.
Gunawardena added that this was a unique and innovative benefit, which no other insurer in the world has offered before. “It is unique because it gives the customer the leverage and makes him/her the decision maker. It is innovative because what we offer, as always, is a novel value added benefit that has not been seen before. We introduced the concept of a direct sales force to the industry, way back in 1988. We also pioneered the concept of packaged insurance policies which offer benefits to the customer,” he said.
Ceylinco Insurance is of the belief that it is the customer who will decide on the service that he/she continues to enjoy. “To us customer satisfaction is of utmost importance, it is the ingredient that fuels our engine, that which keeps us in the top position as the industry leader,” Gunawardena added.
Ceylinco Insurance pioneered the now widely used VIP On The Spot claim settlement process, which gave the customer the freedom and flexibility needed when deciding on a Motor Insurance Policy. Given its popularity, the On The Spot claim settlement concept was later extended to cover all the insurance services offered by Ceylinco Insurance, and is today recognised as the benchmark service standard in the insurance industry.
VIP On The Spot has been hailed by the insurance fraternity the world over, winning both local and global accolades.
As a company intuitively attuned to changing customer needs, Ceylinco Insurance does not intend to sit on its laurels, but to move on to explore new territory, in not just meeting but exceeding customer expectations. “This is just the kind of service that crowns the customer as King and gives him/her the power to decide conclusively. In today’s complex world, it is all about speed and delivering a level of service that delights customers,” Gunawardena said.
Ceylinco Insurance General expects this benefit, like the other innovations introduced by them in the past, to set a new industry record in raising the insurance bar in Sri Lanka. Currently Ceylinco Insurance maintains one of the country’s largest branch networks, along with a 24-hour Call Centre that attends to all customer needs and provides roadside assistance to customers 365 days of the year. A similar replacement vehicle in case of an accident, where repairs exceed four days, free personal accident cover for every passenger up to Rs 200,000, increase in insured value of the vehicle by 10% with no increase to the premium, entitlement for no claim bonus regardless of any claims, plastic surgery cover for women up to Rs 100,000, offering leased vehicles, additional benefits including a cover of Rs one million to the leasing company and Rs 500,000 to the family in case of death or permanent disablement of the insured due to an accident as well as payment of two lease rentals in the event of repairs due to an accident exceeding 30 days are some of the exceptional and groundbreaking services already offered by Ceylinco Insurance to their customers.
In addition to these, numerous benefits and value-added-services, Ceylinco Insurance also maintains “VIP Spots,” covering all the main highways in Sri Lanka, giving their customers an opportunity to rest and recuperate on long journeys.
Ceylinco Insurance remains the market leader in the Sri Lankan insurance industry, while continuing to foray into the international arena, in order to become a truly international insurance solutions provider.
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