Filipinos are becoming more concerned with their well-being and safety, so they want faster, more efficient service on demand when they need to see a doctor or use their insurance benefits. Etiqa Philippines recently relaunched an updated 3.0 version of the Smile PH app in response to customers’ growing concerns. With this app, plan holders can access information and services for both Health and Life insurance products wherever and whenever they need to.
Smile PH 3.0 is a unified omnichannel app from the country’s leading InsureTech company. It combines very specific transactional processes with basic features like questions, personalizing your profile, and updating your contact information. This gives Etiqa clients a better user experience. Individual Life Insurance clients can now use the app to manage their insurance plans, see a history of transactions, request an e-policy, and check the value of their funds.
For clients of Group Health Insurance, the app makes it easier for patients to use its large medical network, which includes 30,000 doctors and 1,600 accredited hospitals and clinics all over the country. It also speeds up the process of submitting claims for medical reimbursement by 50%. They can also easily see what coverage they and their dependents have and request letters of guarantee. Ariel Meneses, Senior Vice President and Head of Operations and Service Excellence, said, “It is important to let customers see and use their insurance benefits.” “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 move toward an omnichannel customer service model is meant to make Etiqa more responsive by letting its clients talk to the company directly through an integrated platform, hotline, email, chatbot, messaging apps, and social media channels. “Our unified Smile PH 3.0 app makes sure that we can help our customers in every step of the process, both for Group Health Insurance and Individual Life Insurance. This is our way of nurturing our relationships with them,” stressed Rico Bautista, Etiqa Philippine President & CEO, who believes that leveraging technology can accelerate insurance market penetration and the growth of the insurance industry – in parallel.
Etiqa also gives financial advisors the training, systems, and devices they need to make the process easier for their clients from the moment they are introduced to insurance solutions. This is a step toward digitalization. Financial advisors can now use Etiqa Sales Evolution (EaSE), which aims to provide a seamless digital customer experience and allows ease of access and comfort to both financial advisors and clients. With EaSE, financial advisors can talk to their clients quickly and easily, and clients can get in touch with their advisors easily.
“Gone are the days when customers had to fill out pages of paper forms. Their time is valuable, and with the pandemic, we also need to quickly adjust to remote selling, which has become the new norm. We can’t deny that the pandemic has changed the way we work and put digital solutions in the spotlight. Right now, Etiqa Philippines Head of Retail Insurance Mars Dailo says, “We are speeding up our work toward a paperless and seamless electronic exchange of data to keep and improve the company’s productivity during this time.”
“Our customers push us to find new ways to serve them better, and the only way to do that is to use technology in every aspect of our business,” he said.
Etiqa also won the 2022 Insurance Asia Awards for Customer Service Initiative for the Letter of Guarantee (LOG) Portal, which is another tech-driven platform. Bautista showed the portal’s case study at the recently ended Digital Pilipinas Philippine FinTech Festival (PFF), where he talked about how it improved services, leading to a 600% increase in response time and 90% customer satisfaction.
Insurance can be made easier with technology and a wide range of relevant, customizable plans that meet different needs. Etiqa is one of only a few insurance companies in the country that has both a life insurance license and a non-life insurance license. It makes things even easier by selling both types of insurance under one brand. Go to www.etiqa.com.ph to learn more about these unified insurance solutions.
