Bharti AXA Life rolls out phase-1 of Project Serv-o-ttam; here's how it can help policyholders
2 min read 22 May 2023, 09:42 PM ISTThrough Project Serv-o-ttam, customers can easily update their contact details and undertake other policy-related tasks such as switching funds, surrendering their policy, and applying for a loan through DigiServe - the company's customer-centric portal
PremiumBharti AXA Life Insurance rolled-out and completed the first phase of its ‘Project Serv-o-ttam’ - under which 20 policy servicing journeys were re-considered and the project enabled a 360-degree transformation of physical services into digital services. The digital roadmap allows customers to service their policy online in a few clicks, according to a statement shared by the life insurer.
Through Project Serv-o-ttam, customers can easily update their contact details and undertake other policy-related tasks such as switching funds, surrendering their policy, and applying for a loan through DigiServe - the company's customer-centric portal, which can be accessed from their website.
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These functions have improved the efficiency of services - resulting in query resolution within 24 hours, enabling customers to avail a smoother and hassle-free service. These digital services also offer DIY or do-it-yourself options, paperless processes, and OTP-based consent that helps customers to manage their policy and undertake transactions in a secure manner.
‘’We have received positive reviews for our efficient services, and a remarkable 30 per cent increase in the net promoter scores for our customer portal Digiserve is a testament to the delight we have successfully created for our customers. We understand that changing times have brought a shift in customers' requirements, and digitization has made it easier for them to avail key services while eliminating manual processes. With Project Serv-o-ttam, we prioritize saving customers' time and effort,'' said Nitin Mehta, Chief Customer Officer and Head Digital Business, Bharti Axa Life.
The project was aimed at digitizing eight critical policy servicing journeys - which includes, the demographic change, bank account update, fund switch, payment mode & method change, loan application, partial withdrawal, policy surrender and online nominee update.
Additionally, Project Serv-o-ttam also offers front-desk employees a single-screen view of customer and policy information, enabling them to provide timely and efficient service to customers. This has led to 33 per cent decrease in the time required to serve a single customer, according to Bharti Axa's statement.
‘’By investing in our digital capabilities, we have been able to improve the customer journey and query-resolution time, while also mitigating the risk of fraud. Our digital processing system is designed to meet the demands of our customers' busy lifestyles, providing them with a fast and hassle-free way to access our services like changing nominee details and updating bank account details anytime and anywhere,'' said Pankaj Gupta, Chief Technology Officer at Bharti AXA Life Insurance.
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