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10 YEARS - THE JOURNEY OF A customers can carry out all transactions online,
such as managing their insurance policy, paying
premiums, submitting a claims request, asking
“LIFETIME PARTNER” a question, or sending any request, etc. This al-
lowed Generali to ensure customer service con-
tinuity even during the peaks of Covid-19.
2021 marks Generali’s decade-long “Lifetime Partner” journey in Vietnam, Leveraging the Generali Group’s strong tech-
where it has grown by leaps and bounds to become one of the country’s nological foundation as one of the world’s 50
major life insurers, distinguished for its leading position in health products smartest companies, Generali Vietnam is a pio-
and customer experience. neer in adopting technology to go beyond the
role of an insurance provider to become a 24/7
health companion to customers with GenVita, a
revolutionary digital health ecosystem. GenVita
provides users with useful and trustworthy
health-related information, telehealth consulta-
tions, a fitness tracker, and insurance-focused
Q&A services. It also runs regular activities to
encourage users to lead a healthy lifestyle.
Listening to customers and taking action on
their feedback is an essential part of building a
customer-centric culture. To this end, Generali
uses GENPS powered by Medallia, a global
leader in customer experience management, to
Fast and Steady Growth To make the most of its global strength in the gather feedback from all customers at all touch
Despite entering Vietnam’s insurance mar- health insurance sector, Generali Vietnam has points. Generali also adopts a unique approach,
ket much later than most of its rivals, Generali placed emphasis on building an enviable health where its employees contact all customers who
quickly established itself as one of the major product portfolio, including health insurance gave less than positive feedback within 48
players, with an expansive network of 70 offices “VITA - Song Nhu Y” and “VITA - Suc Khoe Vang”, hours, with the goal of listening and resolving
and 20,000 agents in most cities and provinces, cancer insurance “VITA - La Chan Vang”, and their issues. The company’s strong commitment
serving over 400,000 customers around the critical illness insurance “VITA - Song Lac Quan”, to listening to its customers has enabled Gener-
country. With the motto “Simpler, smarter, cus- all of which offer comprehensive benefits, com- ali to understand them better and shape its
tomer-centric” and a steadfast commitment to petitive premiums, and transparent terms and strategies accordingly, to continuously improve
pursuing its ambition of “Becoming a Lifetime conditions. Generali’s group insurance solutions its relationship with customers.
Partner to its Customers”, Generali Vietnam has are among the most acclaimed in the market, “With the strong groundwork we have built
distinguished itself with its superior product of- offering a wide range of medical, term life, and over the past decade, I am confident that we will
ferings and customer experience. accident products, accompanied by meaningful continue to reach greater heights in all business
Amid the unprecedented challenges posed wellness programs for corporate employees. aspects, including distribution expansion, prod-
by Covid-19 in 2020, Generali recorded impres- However, the key to winning customers’ uct offerings, and customer services, creating
sive business growth of over 90 per cent across hearts in the health insurance business is quality positive values for our customers and stake-
all distribution channels, a big jump in technol- of service, particularly during the claims holders, and contributing to the sustainable de-
ogy application, a market-leading overall cus- process. Generali does not choose the popular velopment of Vietnam’s insurance market,”
tomer satisfaction score (RNPS), and a range of route of outsourcing claims management. In- Ms. Nguyen remarked. %
prestigious recognition for its community con- stead, it invests in its own team of professionals
tributions, branding and people achievements. to ensure the best customer experience possi-
ble during this important touch point with cus-
Leading in health insurance tomers. Most health insurance claims can be
Generali takes pride in its preeminent health approved within 30 minutes of being submitted
insurance solutions and relentlessly pursues its to Generali’s GenVita app and paid out within 24
ambition of becoming the leader in this segment hours. This exceptional service has set Generali
in Vietnam. apart as the leading health insurer in the market.
Discussing this ambition, Ms. Tina Nguyen,
CEO of Generali Vietnam, said: “Health is an impor- Championing the customer experience
tant enabler of a happy life, particularly amid the Generali’s rapid rise in the industry despite
evolving pandemic situation and rapidly-changing being a relative newcomer is also attributed to its
global health landscape. We will continuously im- success in championing the customer experience.
prove our health insurance offerings to meet the “Life insurance is a long-term business and
increasing demands of Vietnamese people.” the kind of relationship we can build with our
Generali Vietnam’s quick rise to the market- customers is one of the critical success factors,”
leading position in the health insurance sector did Ms. Nguyen said. “Investing in enhancing the
not come as a surprise, as it has benefited greatly customer experience is therefore our top priority.
from being a member of the Generali Group, the We are proud that our ceaseless efforts in this
world-leading provider of health insurance and area have borne fruit, as Generali Vietnam has
employee benefit solutions. Generali Global consistently led the market in terms of customer
Health has one of the world’s largest provider net- satisfaction (RNPS) in the past few quarters.”
works, with over 1.82 million healthcare partners Recognizing early on that digital technology
across 197 countries and territories. The Generali would play a key role in ensuring a superior cus-
Employee Benefits (GEB) network is a leading tomer experience, Generali Vietnam has in-
employee benefits provider to more than 1,500 vested strongly in this area. As a result, all key
multinational companies around the world. processes have been digitalized. Via GenVita, + Ms. Tina Nguyen, CEO of Generali Vietnam

APRIL 2021 | VIETNAM ECONOMIC TIMES | 45