Company: Sigortam Net Sigorta ve Reasurans Brokerlik Hizm. A.S., Istanbul, Turkey
Company Description: Sigortam.net, Turkey's first and leading digital insurance platform was founded in 2000 as a part of iLab Group. It invests in technologies that can meet best customer needs with nearly 7 million customers, more than 20 contracted insurance companies and nearly 700 employees which continues to serve with the aim of being the 'champion of the customer'. Sigortam.net not only offers its customers th
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Financial Service Industries
 Nomination Title: Digital Cancelation Process End-to-End Redesign
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
A video of up to five (5) minutes
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 179 words used.
Sigortam.net, Turkey's first and leading digital insurance platform was founded in 2000 as a part of iLab Group. It invests in technologies that can meet best customer needs with nearly 7 million customers, more than 20 contracted insurance companies and nearly 700 employees which continues to serve with the aim of being the 'champion of the customer'. Sigortam.net not only offers its customers the best insurance offers for Casco, Compulsory Traffic Insurance, Supplementary Health Insurance, Private Health Insurance, Turkish Catastrophe Insurance Pool, Home Insurance, Pet Insurance and Mobile Phone insurance needs, but also compares the offers and enables its customers to meet with the most suitable options. In addition, Sigortam.net, which stands by its customers with 24/7 consultancy service in purchasing and after-sales processes, advances by bringing together technology and human experience within the digitalization. Sigortam.net expands its products and services day by day in line with changing customer needs, invests in qualified human resources, and continues to grow day by day by developing to match the pace of the more technological and digital world.
- Outline the organizations customer service achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 234 words used.
The most requested transaction by our customers is the Casco and Compulsory Traffic policies cancelation due to vehicles sales. The process can start on the website or in the call center and should end up as quickly as possible to avoid problems with the notary process. In both ways, the documents received from the customers needed to be controlled by manpower which took more time. In additon to that, customers could not follow up their status by themselves and needed to call to the call center to have information about the cancelation process. At the end of the cancelation, our customers generally could reach us to receive their addendums and receipts, if any.
We decided to simplify and accelerate the policy cancelation processes to provide self-service to our customers by reducing dependency on different after sales teams. While designing the ideal process, a flow was planned where our customers can access their details, control their status and perform their transactions at any time they want.
With this project, customers can cancel their Casco and Compulsory Traffic policies at the same time and necessary documents can be controlled by robots with OCR technology. Moreover, customers can follow their cancelation process with the status line bar and complete details or upload documents during the process, if needed. Lastly, customers can also download the policy addendum or receipt from the status line without calling the call center.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 194 words used.
Sigortam.net is Turkey's first and market-leading digital insurance platform and its OCR-supported cancelation process and the progress line bar are the first and only in the digital insurance sector. According to NPS survey results and number of complaints, the project has positive effects for customer experience.
- Change in Sales NPS in Casco:
o Website: 35% increase
o Telesales: 13% increase
- Change in Sales NPS in Compulsory Traffic:
oTelesales: 17% increase
- Number of Complaints Per Policy:
o 57% decrease
- Complaint Resolution Period:
o 56% decrease
- Customer Satisfaction Index:
o Telesales: 5% increase
On the other hand, the new process reduced internal operational transactions and workload. Sigortam.net has decrease in;
- the number of requests/calls received by the Incoming Call team
- the number of e-mails sent to the Back Office team
- the number of documents to be checked by the Back Office team
- the number of complaints received by the Complaints team
- the number of receipt requests received by the Accounting team
- the number of addendum requests received by the Operation team
Also, customer satisfaction surveys are shown on the progress bar page to collect customer insights. We had approximately 2000 thank you in 2022.
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