Janashakthi Full Option Centre celebrates 10 years of service to motor insurance industry
Thursday, 23 January 2014 00:00
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The Janashakthi Full Option Centre is celebrating 10 years of service, and being one of the first in the entire insurance industry to establish a 24 hour call centre in order to assist motorists who are involved in accidents and have their damages accurately assessed on site as well as the speedy settlement of their claims.
The key differentiations of the call centre is that they facilitate the sourcing of spare parts, repairs and provide valuations. With a very basic and modest beginning in 2004, starting with just six field officers, six customer contact representatives and a Manager, the operation of this state of the art call centre is managed today by nearly 350 staff. From 2004 to 2013 the Full Option Centre has paid over Rs. 18 billion as claims to Full Option policy holders.
“The centre has remained open for 24 hours a day, for 365 days of the year, even during times of difficulty, such as periods of election disturbance or strikes,” said Senior Assistant General Manager - Full Option S. Thananchayan who has been with Janashakthi for almost 20 years.
According to Thananchayan 200 to 220 motor claims are settled at the Janashakthi Full Option Centre every day on average, which facilitates customers to collect their payment from anywhere in the country.
He attributes this success to a very efficient process-driven claim management system.
“Our competitive advantage lies in the quality of our dedicated and devoted staff members who undergo both local and international industry best practices. This focus on professional training and development are not just restricted to the customer care representatives; Janashakthi Insurance also benefits from a pool of almost 90 field technique assessors, who have received in-house comprehensive training as well as further training from the Technical Training Institute. Several of these assessors have even been head-hunted by the Department of Motor Vehicles in various fields, showing the quality of the training they have received,” he added.
Janashakthi Insurance is also the only insurance company to have provided overseas technical training to assessors giving them hands-on experience with some of the world’s renowned vehicle manufactures. Further, it is also the only insurance company to recruit, train and employ women as assessors.
Apart from the motor assessment, the field assessors also provide road side assistance even if it is simply to be a “friend in need” to a customer who has experienced a flat tyre or engine failure, Thananchayan said.
“Janashakthi Insurance prides itself on its fair-mindedness. This coupled with our commitment to our valued customers has led to the company being able to maintain a strong track record of claims payments and in 2013 we have paid a staggering Rs. 2.7 billion as motor claims to our valued customers,” said Janashakthi Insurance Senior Brand Manager- Motor Kaushala Amarasekara.
“Apart from maintaining our track record, we also place high value on convenience. Our customers can receive their claims payments directly into their bank accounts, or alternatively pick them up at any of the 100 branches spread across the island,” she added.
The Customer Care Centre itself is not just state-of-the-art; its employees are specially trained to handle customers in a variety of insurance classes including Motor, General, Life and even Medical Insurance. Similarly, the office staff have also received special training by Janashakthi; many of them having joined the company as school leavers.
Janashakthi Insurance recently achieved exceptional performance within the industry, recording its highest ever Profit After Tax (PAT) growth of 78% for the first six months ending 30th June 2013.
The company achieved this while honouring a hefty Rs. 1.9 billion claims in both its Non Life and Life segments.
Janashakthi strives to translate these positive results to streamline the company’s business process, benefiting both customers and employees. In order to achieve these results, the company has invested heavily in employee training and development, the latest in technology and strategically restructuring its branch network.
