Launch of customer e-portal
To develop a closer relationship with customers, and to absorb comments and requirements from customers, BIC launched an e-portal. This service includes a toll-free hot line on 1800.9456, and 24 hour, seven days a week customer services for Viettel, Mobifone, Vinaphone, and EVN subscribers. In addition customers can use online chat facilities via the www.bic.vn official website, or address inquiries via email at firstname.lastname@example.org.
BIC’s CS center fields customer inquiries through this portal. This has proved effective, with rapid feedback provided on a range of BIC services and products, complaints, queries and insurance claims.
BIC is also researching the implementation of branded SMS text message services. It will be used to celebrate customer birthdays, insurance expiry date reminders and progress related to their claim.
Improved claim settlements
With the motto, “Quick – Reasonable - Complete”, BIC has been making efforts to shorten the processing times of claim settlements, expanding staff communication skills in charge of claims & survey, simplifying customer compensation procedures, thereby bolstering customers’ confidence in BIC’s services.
In order to rapidly settle customer claims, BIC has expanded its network, to include more than 200 garages, 34 emergency service companies and six surveyors. In addition, BIC is the first insurance company to study and implement “Price Bank” software. Through the implementation of “Price Bank” software, the cost of repairs and replacement car parts will be more quickly determined, pushing the pace of customer claims settlement.