Company: Future Generali India Insurance Company Ltd., Mumbai, India
Company Description: Future Generali India Insurance is a JV between the Future Group: Game-changers in Indian Retail & Generali Group: Renowned 187 year old Insurer. As a second-generation player in our 12th year, we have 125+ offices, 1.5+ million customers, AUM worth Rs. 3,198 crore & settle 210K claims per year. Customers & partners alike recognize us for customer-centricity & fairness in claim-settlement.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Financial Services Industries
 Nomination Title: "Redefining Complaint Management: A Journey from Challenges to Triumphs"
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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.
Who are we and what is our purpose?
At Future Generali, we epitomize service excellence, dedicated to surpassing expectations and creating benchmarks in the realm of customer satisfaction. With our mantra, "Surpassing Expectations, Creating Benchmarks, One Passion, One Mission - Service Excellence," we embark on a mission to redefine the standards of support in the insurance industry.
Comprising a dynamic six-member team, we are the frontline warriors committed to handling General Insurance complaints with unparalleled expertise and enthusiasm. Extreme ownership is not just a phrase for us; it's our guiding principle. We cultivate a culture of responsibility and accountability, where every complaint is seen as an opportunity to excel. Learning from valuable feedback, we constantly evolve to enhance our services and uphold the dignity of Future Generali.
Transparent communication, ethical practices, and a robust complaints management process are the cornerstones of our approach. We go beyond the conventional, ensuring meticulous investigation and fair representation in every case. From the boardroom to the branch, our core team oversees grievance resolution, reinforcing our commitment to service excellence at every level.
At Future Generali, we don't just resolve complaints; we transform them into opportunities for growth and improvement.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 181 words used.
In our journey as the complaints team, we traverse the path of excellence with a thoughtful and modest approach. Our commitment to continuous improvement is not just a mantra but a daily practice. Through proactive communication, empathetic concern resolution, and swift issue handling, we sculpt a narrative of customer satisfaction that goes beyond the ordinary.
Every complaint is not just a challenge but an opportunity to surpass expectations and demonstrate an unwavering commitment to customer delight. This dedication has not gone unnoticed – our accolades include praise from the insurance regulator and recognition within the esteemed Generali-Asia group of companies as a best practice.
We actively track and analyze insights from customer feedback and complaints. It's not just a process; it's a commitment to understanding our customers better. Each complaint becomes a source of valuable information, allowing us to identify patterns, areas for improvement, and opportunities to elevate our services. This iterative learning approach is the heartbeat of our evolution, propelling us towards continuous improvement and setting the stage for a narrative of customer satisfaction that is both dynamic and enduring.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 238 words used.
Harnessing the wealth of insights gathered from customer feedback and complaints, our Complaints Team stands as a beacon of innovation and improvement since July 1, 2020. With a fervent commitment to delivering exceptional service, we've transformed insights into action, triggering 45 structural improvement projects and achieving 47 quick wins. In tackling the significant challenge posed by Motor Claims, we orchestrated a comprehensive training program for over 200 claim engineers across each zone, significantly elevating already high Motor Claim NPS by 5% from 76.4 (Jul 20 – Jun 21) to 80.3 (Jul 21 – Jun 23).
Our proactive stance extends beyond addressing known issues to anticipating potential complaint cases. Conducting thorough assessments, our team identifies and resolves issues before they escalate into formal complaints. Since January 2018, the implementation of the "Escalated-Request-Management-Queue" has been instrumental in proactively and satisfactorily addressing potential complaints. This strategic initiative has led to a remarkable 14% decrease in escalation requests, managing 6452 dissatisfied clients in 2023 compared to 7472 in 2020. This impressive reduction not only attests to our enhanced service for customers but also showcases our unwavering commitment to higher customer satisfaction.
Our achievements speak not just of numbers but of a dynamic and responsive team, continuously pushing the boundaries to deliver excellence. By transforming insights into tangible actions and adopting proactive strategies, our team has demonstrated resilience, agility, and an unwavering commitment to becoming the Complaints Team of the Year.
- Explain why the 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 team's past performance (up to 250 words):
Total 250 words used.
In our pursuit of excellence, we've not only set the bar high but redefined it with achievements that resonate far beyond the norm. Our commitment to combatting unfair practices and mis-selling stands as a testament to our ethical business conduct. By implementing guidelines in 2018 and reinforcing them consistently, we achieved an unprecedented feat – recording 0 instances of mis-selling in complaints in 2023, a remarkable drop from 29 instances in 2021. This achievement not only fortifies our reputation but also nurtures robust business relationships, positioning us as leaders in integrity and fairness.
Our unique differentiators lie in a customer-centric philosophy, proactive complaint resolution, and an unyielding commitment to improvement. Exemplifying the importance of speed in customer satisfaction, we boast a remarkable resolution time of 3.7 days, significantly outpacing the industry average of 15 days. Demonstrating transparency, we resolved 43% of complaints in favor of customers, showcasing a substantial increase from 29% in 2021. Our Net Promoter Score (NPS) has soared to an impressive 74% in the combined period of 2022-2023, a testament to the loyalty and trust we've cultivated.
In 2022, our Grievance Redressal Team showcased unparalleled agility during the system migration to IGMS 2.0 mandated by the regulator (IRDAI), seamlessly transitioning without any complications. This feat not only distinguishes us within the industry but underscores our commitment to adaptability and efficiency. These achievements, each unique and significant, collectively define us as the Complaints Team of the Year – an embodiment of excellence, integrity, and customer advocacy.
- 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):
Total 32 words used.
We have attached a pdf document named “Customer Experience Team of the Year - Our Story” with this submission. The document showcases the complaint process, our engagement activities & Key KPI achievements.
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