“We not only want customers to use our service but we also want them to be a brand ambassador of VietinBank Insurance” Mr. Le Tuan Dung – Chief Executive Officer said in an interview with a reporter of Global Banking and Finance Review.
The reporter of Global Banking and Finance Review interviewed Mr. Le Tuan Dung, Chief Executive Officer of VietinBank Insurance (VBI) – the company granted with the
“Best Insurance Company For Customer Service Vietnam 2017” award by Global Banking & Finance Review.
Could you please tell us which efforts helped VietinBank Insurance win the reputable award given by the world leading financial magazine of Global Banking & Finance Review
In November, VBI was honored to receive the “Best Insurance Company For Customer Service Vietnam 2017” award voted by Global Banking & Finance Review.
The “Best Insurance Company For Customer Service Vietnam 2017” award is the recognition of outstanding activities in the field of insurance based on revenue, market share, customer service, competitive capacity and advanced technology criteria.
According to the Selection Committee, the outstanding achievements of VBI in the past year were efforts in improving service quality, deploying programs, initiatives, utilities to increase operation performance and to best meet customers’ needs.
What does VietinBank Insurance do now to improve Customer Service?
As an insurance service provider, we understand that we undertake the mission of sharing risks with customers to “preserve life’s value”. So, VietinBank Insurance considers customers as the focus and in each of our step, we focus on customers’ interests.
In 2016, VBI becomes one of the first insurance companies to issue electronic insurance certificates and electronic invoices in connection with more than 200 central hospitals nationwide to help customers to be conveniently and quickly transact, resolve claims. In 2017, VBI launched 1900 1566 customer service operation to support, answer questions of customers 24/7 with customer service operators trained professionally, equipped with professional knowledge in insurance.
With the positioning strategy of “leading Insurance Company in applying Information Technology”, in November 2017, VietinBank Insurance officially launched My VBI application with sufficient features such as declaring claims, taking pictures at the scene of motor vehicle accidents, guiding claims, search for electronic certificates and electronic invoices.
With optimal processes which easily connect to and support customers, we are able to care and support customers in the fastest and the most efficient way. We are aiming to resolve claims for customers within 5 working days, which is one-third of the current average speed of the insurance market.
Which made the premise for VietinBank Insurance to become like today?
We always consider loyal customers as an important factor that impacts the sustainable business growth. We want customers not only to use our service but also to become brand ambassadors to help us build and develop the brand.
It is such guidelines that have helped VBI to obtain a fast growth rate of approximately 40-50% within the past five years and to receive the trust of millions of customers nationwide.
In addition to the “Best Insurance Company For Customer Service Vietnam 2017” award, which awards has VietinBank Insurance had won?
VBI has continuously won following valuable awards Top 100 Vietnam Excellence Brand award, Top 20 Enterprises for Strongly Satisfying Consumers Interests. Top 10 most reputable insurance companies in the market. Insurance Company with the fastest growth rate in the 2013-2016 period.
What is VietinBank Insurance’s vision of insurance until 2020?
VietinBank Insurance’s vision of insurance until 2020: Become a leading non-life insurance retailer in Vietnam. VBI will be the leader in applying high technology in the management and distribution of insurance.
Outstanding achievements of VietinBank Insurance in 2017
- Transform the operation model from a Limited company into a Joint Stock Corporation, create a premise to attract foreign investors, make use of modern management systems, support large investment resources in technology, etc., in order to prepare the roadmap of listing on the security market.
- “Leading Insurance Company in applying Information Technology” in the market to launch My VBI application with sufficient features such as declaring claims, taking pictures at the scene of motor vehicle accidents, guiding claims, search for electronic certificates and electronic invoices.
- Top 10 most reputable insurance companies in the market.
- Become the Best Insurance company for customer service in Vietnam as voted by Global Banking & Finance Review of the UK.