Ceylinco Life has retained the top position for service excellence in Sri Lanka’s life insurance sector in an online survey conducted by LMD, Sri Lanka’s pioneering business magazine, to ascertain satisfaction levels of customers in multiple sectors of business.
The life insurance leader was voted as the most popular entity for customer service in its category for the second consecutive year, in this survey which garnered over 2,800 responses across 22 categories of service organisations.
Outlining the rationale for the survey, LMD observed that the pandemic and the cost-of-living crisis have reshaped the expectations of what customer service means, and by extension, urged businesses to reconsider traditional service operations and pivot to a customer experience that is better adapted to current expectations, needs and trends. The online survey aimed to identify the most popular service providers in this context.
Commenting on being ranked No 1 in its category, Ceylinco Life General Manager – Marketing, Mr Samitha Hemachandra said: “Ceylinco Life goes the extra mile to deliver personalised care to its customers. This is why, to counter the disruptions caused by the pandemic, the company transformed its customer services onto digital platforms along with other multiple touch points to ensure consistency of the customer experience. These and other value additions such as tech-based solutions to make life easier for our clients to maintain their policies, have positioned the Company as the top life insurance provider in the Customer Excellence Survey.”
Ceylinco Life conducts internal and external surveys to cover all customer touch points throughout the life cycle of an insurance policy. Operating in compliance with the guidelines set by the Insurance Regulatory Commission of Sri Lanka, the Company also leverages its Customer Relationship Management (CRM) platform to obtain and analyse satisfaction scores, and pursue continuous improvement to ensure quality levels. Its multiple payment channels such as cash deposit machines, points of sale, supermarkets and ATMs at any bank in the country further add to the convenience of customers and expands the reach of the brand, the Company said.
Additionally, the Ceylife customer digital app enables customers to request services through the app, make premium payments or make inquiries 24/7, from anywhere in the world. The Company also stated that its entire sales process is currently on the verge of being digitalised and that it is in the midst of devising innovative life insurance products to match the needs of the current generation including new retirement plans.
LMD’s ‘Customer Service Excellence’ online survey was conducted over a period of nine weeks between July and September 2022. The poll which was hosted on www.LMD.lk asked participants to name their favourite establishment for service excellence, in categories including airlines, banks, hospitals, grocery stores, and hotels. The organisations that earned the highest number of votes in each category were named the most popular service providers in Sri Lanka.
Adjudged the ‘Most Valuable Life Insurance Brand in Sri Lanka’ by Brand Finance and certified a ‘Great Workplace’ in Sri Lanka for the third consecutive year in 2022, Ceylinco Life was declared Sri Lanka’s Service Brand of the Year by the Sri Lanka Institute of Marketing (SLIM) in 2021 and won the SLIM Kantar Peoples Award as the Most Popular Life Insurance Company in Sri Lanka for the 16th consecutive year, also in 2021. Ceylinco Life has been the country’s leading life insurer for more than half of the 34 years it has been in existence.
Other accolades won in respect of 2021 include the ‘Most Popular Service Provider’ in Sri Lanka’s Life Insurance industry from LMD, the ‘Most Valuable Life Insurance Brand’ in Sri Lanka from Brand Finance, one of the 10 Most Admired Companies in Sri Lanka from the International Chamber of Commerce Sri Lanka (ICCSL) in collaboration with the Chartered Institute of Management Accountants (CIMA) and one of the 10 Best Workplaces in Sri Lanka’s Banking, Financial Services and Insurance (BFSI) sector from Great Place to Work.
Ceylinco Life has close to a million lives covered by active policies and provides innovative life insurance solutions that offer protection while de-risking the goals and ambitions of the company’s policyholders.