Bangalore, Karnataka India (PressExposure) May 31, 2011 -- Addressing some of the biggest apprehensions Indian customers share with regard to insurance related matters, Bharti AXA General Insurance has consistently focused on improving service delivery mechanisms as a key differentiator to enrich customer experience. As a part of that, the company has paid over 100,000 claims since inception.
North and West together contribute to about 75% of the claims by number, with the bulk of the rest coming from the South. As with other multi-line players, the Motor & Health products contribute to 97% of the claims. In keeping with its strong commitment to taking insurance to every Indian, the Company operates a 24X7 call centre for claims notification and manages claims through a decentralized organisation with empowered personnel & processes in order to ensure prompt decision making at every level. This enables a customer to claim anywhere irrespective of the branch from where he purchased insurance. In addition to tying up with an extensive network of over 3500 hospitals and 2000+ car garages for cashless settlement of claims, the Company is focusing on streamlining its internal processes through the use of process improvement initiatives such as Six Sigma in order to benefit the end Customer.
The company firmly believes that Information Technology has a huge role to play in delivering superior claims service and is investing more in the development of a customer & partner centric IT platform to achieve this objective. Additionally, the Company continues to leverage AXA's global expertise to invest in developing the technical and soft skills of its claims staff with a view to resolving claims in a Fast, Friendly & Fair manner. Keeping the customer at the center Bharti AXA has already paid over 93% of the claims that have been reported while some are under process. As a result of focus on customer centricity the number of all complaints recorded as a percentage of the customer base has been significantly below 1%.
"We are extremely excited to reach this landmark in our history and the credit goes to our employees and partners who work tirelessly & passionately to help our customers when they need empathetic support in an adverse situation. We rely strongly on customer advocacy and view each customer as a long-term client. What especially differentiates us is our ability to provide claims consultancy at the very beginning of the client relationship rather than at the occurrence of the loss. With every achievement our responsibility and accountability to our customers & society at large also increases. We are working with added vigour to become the Preferred General Insurance Organization in India by focusing on our core attitudes of being Available, Attentive & Reliable." said Rajagopal Gopalan, Head, Operations and Claims, Bharti AXA General Insurance.
"While we are growing as a company and have crossed 550cr of GWP for the year 2010-11 and plan to grow at over 60% this year we continue to focus on Re-defining general insurance in India by delivering superior customer & partner experience." said Dr. Amarnath Ananthanarayanan, CEO & Managing Director, Bharti AXA General Insurance.