The upgraded Smile PH 3.0 app improves the user experience.
As Filipinos become increasingly worried about their health and safety, they expect faster, more efficient, on-demand service when they require medical attention or to use benefits from their insurance plans. Recognizing these increased client concerns, Etiqa Philippines recently debuted an improved 3.0 version of the Smile PH app, via which plan holders can access information and services for both Health and Life insurance products wherever and whenever they are required.
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| Etiqa Philippines uses technology to provide unified insurance solutions. |
Smile PH 3.0 is the country's leading InsureTech company's unified omnichannel app. It combines common fundamental functionality like queries, profile personalization, and contact information updated with highly customized transactional processes to provide Etiqa clients with a more smooth user experience. Individual Life Insurance customers can now use the app to manage their insurance plans, monitor transaction history, obtain an e-policy, and check fund values.
Meanwhile, for Group Health Insurance customers, the app facilitates patient access to the company's extensive medical network of 30,000 doctors and 1,600 accredited hospitals and clinics across the country. It also speeds up the process of filing medical reimbursement claims by 50%. They can also easily view their and their dependents' coverage and request letters of guarantee.
“Giving customers the power to view and avail their insurance benefits is essential,” said Ariel Meneses, Senior Vice President and Head of Operations and Service Excellence. “Through the unified Smile PH 3.0 app, which can be easily downloaded from Google Play Store and App Store, they can avail of our services swiftly and promptly.”
The shift to an omnichannel customer service strategy intends to improve Etiqa's responsiveness by allowing clients to communicate directly with the company via an integrated platform, phone, email, chatbot, messaging applications, and social media platforms.
“Our unified Smile PH 3.0 app ensures that we can support our customers – for both Group Health and Individual Life Insurance – in every step of the process. This is our way of nurturing our relationships with them,” stressed Rico Bautista, Etiqa Philippine President & CEO.
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Etiqa also provides financial advisors with the training, platforms, and gadgets to make the process easier for clients from the time they are introduced to insurance products. Financial advisers can now use Etiqa Sales Evolution (EaSE), which seeks to deliver a seamless digital customer experience and allows financial advisors and clients ease of access and comfort. With EaSE, financial advisors can interact freely and quickly with their clients, while clients can easily contact their advisors.
“Gone are the days of overwhelming the customer with pages of printed forms. Their time is valuable and with the pandemic, we also need to adjust fast to remote selling which has become the new normal. The pandemic has undeniably recalibrated the way we do work, bringing digital solutions into the limelight. Right now, we are accelerating our efforts towards a paperless and seamless electronic exchange of data to maintain and improve the company’s productivity during this time,” says Etiqa Philippines Head of Retail Insurance Mars Dailo.
“Our customers inspire us to transform ways to serve them better – and the only way to do it is to embrace the power of technology in all facets of our operations,” he added.
Etiqa was also named a winner of the 2022 Insurance Asia Awards for Customer Service Initiative for another tech-driven platform, the Letter of Guarantee (LOG) Portal. Bautista presented the portal's case study at the recently ended Digital Pilipinas Philippine FinTech Festival (PFF), highlighting how it improved services by 600% and achieved 90% customer satisfaction.
Technology and a diverse range of relevant, customizable plans designed to meet a variety of needs can help to simplify the insurance experience. Etiqa, one of the few insurance businesses in the country with a composite license, simplifies things even further by selling both life and non-life insurance products under one brand. Visit www.etiqa.com.ph to learn more about these unified insurance solutions.