PUNE: To provide a human touch to its customer service, Bajaj Allianz Life Insurance Company Limited, one of India’s leading private life insurance companies on Thursday announced the launch of i-SERV, a video calling service which will help its customers manage service queries, update their details and provide service through the new platform.
The initiative was launched by Kayzad Hiramanek, Chief Operations and Customer Experience, Bajaj Allianz Life and Goutam Datta, Chief Information and Digital Officer, Bajaj Allianz Life in Pune.
Speaking about the new development, Kayzad said that customers can walk into a branch and use the video booth (kiosk) to connect with a Bajaj Allianz Life customer service representative on a video call. A tablet-enabled service, with both voice and video facility, i-SERV offers a wide range of services and covers almost all the transactions currently offered at a branch physically. This service is available to customers across 125 Bajaj Allianz Life branches in 112 cities. Through i-SERV a customer can conduct financial transactions like paying renewal premium, update payment style, get information related to their policy such as premium amount, due date, duration of the policy and others, update personal details such as contact number, email ID, PAN, bank account details, name correction and nominee change. Customers can also register their complaints through the platform. The facility is currently available in English and Hindi, Bengali, Assamese, Tamil and Gujarati and slowly it will be available in 11 languages. Speaking on what led to development of the platform Kayzad said, “Many customers were reaching at our branch centres for small updates and queries and so we thought of coming up with a solution. All the customer has to do is enter his policy number and his photo will be matched by our attendant to proceed with addressing the query of the customer.”
Commenting on the development, Goutam Datta said they are also planning to come up with a mobile application to help customers. “We are in the process to answer issues of mobile bandwidth and workload management before we come up with the application,” added Goutam.