BANGALORE, December 9, 2013 /PRNewswire/ --
For its Dedicated Claims Handler Service, an Innovation in Customer Centricity
Bharti AXA General Insurance (GI) today announced that it was awarded the Editor's choice Finnoviti 2013 award by Banking Frontiers for innovation in customer service in the BFSI sector. Bharti AXA GI was given this award for its Dedicated Claims Handler service - an innovative, customer centric service for its health insurance customers. This service was started in 2012 and since then, the company has been able to reach out to 75% of its customers with health claims, with many of them responding positively, appreciating the help received at a time when they and their family need it the most.
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The Finnoviti awards from Banking Frontiers recognize excellence in innovations in the BFSI sector. Bharti AXA GI's Dedicated Claims Handler for Health insurance, a first-of-its-kind service in the industry, was chosen for its empathetic customer centric approach to help their customers and/or kin get their health claims.
Through this service, a claims handler, employed with Bharti AXA GI, proactively calls health customers as soon as the claim is lodged and hand holds the claimant throughout the process of claims settlement. The service was developed in the wake of the apathy that was perceived to be prevalent in the processing of health claims in the industry. Because this process creates a direct communication channel between Bharti AXA GI and the claimant, it bridges the yawning gap between the insurer and the insured which is created as the current practice in the industry is restricted to communication with the hospitals and/or the Third Party Administrators (TPAs).
The objective behind the service is to ease the pain of the claimant. The health claims process can be quite tedious, with multiple entities involved and multiple requirements to be addressed. For the patient/insured or his/her family to deal with such a complex situation while still being unwell is a cause of stress and dissatisfaction. With this service, the patient and family can focus on getting well without getting bogged down by the onerous claims settlement process.
Commenting on this occasion Dr. Amarnath Ananthanarayanan, MD and CEO, Bharti AXA General Insurance said, "We feel very proud to have won this award, which is a testimony to our customer centric approach. Innovation is one of the core values on which our company is built and we are constantly looking at new perspectives, methods, approaches when it comes to any aspect of business, service, product development, delivery etc. The team has worked very hard to provide the 'Dedicated Claims Handler' service effectively to as many customers as possible, and we are thankful for the support and positive reception from them. We look forward to providing more customer centric service solutions and redefining general insurance industry standards." Earlier this year, this service was also awarded the 'Claims Initiative of the year' at the Star of the Industry Awards.
Further, Babu Nair, Group Publisher - Banking Frontiers & Customer Click said, "This (Bharti Axa's practice) is one of the most enrolling methods of customer care, whereby the insurance company in itself takes the initiative to hand-hold the insured during his/her testing times. This also reduces the delay in settlement of claims caused by incomplete documentation or process. The dedicated claims handling as an innovation is in sync with the objective of Finnoviti. Finnoviti takes pride in identifying the innovations that have been responsible, enrolling and have benefitted the organization, customers and society in general. We congratulate the Bharti-Axa team for their vision and commitment to deliver this practice."
As innovations are the fundamental catalysts in making organizations' prosper, Finnoviti is a platform that felicitates such organizations. The awards categories had innovation as its central theme and financial institutions were recognized for their efforts at improving customer convenience, accelerating their productivity, mitigating risks and improving customer satisfaction by leveraging innovations. This year Finnoviti witnessed participation from at least 100 organizations as against 50 organizations last year.
About Bharti AXA General Insurance:
Bharti AXA General Insurance Company Ltd is a joint venture between Bharti Enterprises, a leading Indian business group and AXA, a world leader in financial protection. The joint venture company has a 74% stake from Bharti and 26% stake of the AXA Group. Presently the organization has cashless facilities in over 3900 network hospitals and over 2000 garages as well as 24/7 claims registration through multi-modal channels like e-mail and SMS. The organization commenced national operations in August 2008 and currently has 58 branch offices across the country. Bharti AXA General Insurance is the only Indian company in the life and general insurance category to have been nominated for and won the "Risk Manager of the Year" award at the Asia Insurance Industry Awards 2011. The organization was also awarded the prestigious "Personal Lines Growth Leadership Award 2011" at the India Insurance Awards 2011 and this won the "Best Product Innovation Award" and "Commercial Lines Growth Leadership Award" at India Insurance Awards 2012. It won the "Best Employer Brand" award at the IPE BFSI Awards 2012 as well as the "Claims Initiative of the year" award at Star of the Industry Awards 2012. Further, it is also the first organization in the GI Industry to receive dual certifications of ISO 9001:2008 and ISO 27001:2005 within the first year of operations in 2009 and subsequently the certification has been renewed till 2012. www.bharti-axagi.co.in
Primary Media Contact: Harshita Nair, [email protected], 91-80-40260129
Secondary Media Contact: Subhasish Mohanty, [email protected], 91-98-450 94166
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