Bharti Axa Life, one of the leading private Insurance company has introduced an innovative solution for the claims settlement. They have launched WhatsApp messenger as a service provider for faster claim settlement and better customer services. It is one of the first domestic insurance company to facilitate its customer through the medium of WhatsApp. Vikas Seth, Chief Executive Officer and Managing Director, Bharti Axa Life Insurance says, “They are the first Insurance company to float WhatsApp platform for claim processing”. He rightly said, “Prime responsibility of any Insurance company is to expedite the claim settlement to manage the financial crisis”.
WhatsApp is one of the popular and fastest channels of communication these days. Its messenger is one of the swift ways to reach the customers. WhatsApp platform can enable stress-free claim settlement for the users. The beneficiary of the insured can process the claim easily even without visiting the branch. All they need to do is just send a text message to the insurer and rest all can proceed through WhatsApp itself.
Seth confirmed, there will be an agent assigned for every case who will act as a single point of contact (SPOC) for the nominee. As soon as SPOC receives the request for the claim they will initiate the claim processing. Assigned SPOC will share the link where the claimant can upload all the required documents and the claim settlement will proceed further. All the steps will be notified to the nominee and the amount will be transferred electronically to his or her account.
Bharti Axa has already processed many claims through WhatsApp. Their vision is to issue the policy and other requests related to Insurance as well through WhatsApp. According to Seth, the biggest challenge faced by the Insurance industry is outreach to the customer and access to the Insurance companies for the potential clients. However, with the ease of the digital channels like WhatsApp, there is a possibility to manage these obstacles.
Seth added, “They will initiate all possible actions to assist customers in adopting WhatsApp digital transformation”. Bharti Axa has the vision that the use of What’s App media will enhance overall user engagement and experience. At the same time, it will lead to efficiency of operations, that will infuse better credibility for the Insurance Industry across India.