Union Assurance: Sri Lanka’s ‘Best Customer Service Insurance Provider’

Union Assurance CEO Jude Gomes

Union Assurance PLC has been named the ‘Best Customer Service Insurance Provider’ in Sri Lanka for 2021 by the International Finance Awards. This prestigious recognition was awarded to Union Assurance after a detailed assessment of organisations world-over, that are committed to safeguarding customer interests through solutions that are competitive, and address customer needs.

Commenting on this coveted recognition, Union Assurance CEO Jude Gomes stated, “Customer-centric innovation is a priority for us and we ensure we nurture an environment where employees feel safe and trusted to deliver customer-centric solutions through our products, processes, and technology. This approach gave us a competitive edge during the pandemic, to vigorously adapt to a changing environment, and pre-empt the needs of our customers.”

Union Assurance was prompt to launch a versatile digital payment link enabling customers to settle their new business and renewal premiums from the safety of their homes during the pandemic. This enabled over 90% of renewals to take place via digital payment platforms and bank transfers. The Company’s readiness in digitisation also augured well for promptly adapting online training for the agency force to service customers using digital platforms. Uninterrupted service to policyholders was assured with a 24/7 trilingual call centre, WhatsApp, an online chat bot service and the ClickLife app enabling customers to resolve matters with ease from the comfort of their homes.

The Company went the extra mile installing a fully-fledged complaint management system to ensure customer queries were resolved within a record period of time, and set a benchmark by maintaining an 85% success rate for one-day servicing of policyholders.

“We made every challenge a formidable opportunity to live by our promise of protecting ambitions, lifestyles and relationships, offering much needed support and staying connected to our customers, demonstrating that being a responsible insurer can be much more than a tagline,” Gomes concluded.

Union Assurance is a part of the John Keells Group, Sri Lanka’s largest listed conglomerate. It is among the most awarded insurance companies in Sri Lanka, completing over three decades of success with a market capitalisation of Rs. 18.2 billion, a Life Fund of Rs. 43.8 billion and a Capital Adequacy Ratio (CAR) of 326% as at March 2021. Set to empower the Sri Lankan Dream, Union Assurance offers Life Insurance solutions that cover education, health, investment, protection, and retirement needs of Sri Lankans. 

With 76 branches and an over 3,000-strong workforce, Union Assurance continues to invest in people, products, and processes with a customer-centric focus to be responsive to emerging changes in the Life Insurance industry.