- To proactively address the queries of customers about their life insurance needs and to engage with them better,Tata AIA Life Insurance Company (Tata AIA Life) has introduced a special engagement programme called Face to Face.
The Face to Face programme is organised in approximately 150 Tata AIA Life branches across the country. The customers are invited to visit their nearest Tata AIA Life branch on a pre-defined date every month by way of SMS and emails. The focus of this engagement activity is to update the customers about various services that help them manage their policies effectively along with the new services launched.
“Our experience shows that with life insurance being a long-term solution, customers need to be regularly guided about the policy benefits. Tata AIA Life has introduced value added services such as email communication and a dedicated customer portal, new payment avenues, etc. to be of the foremost technological advancements. The company is also offering its customers the facility of registering for the National Electronic Funds Transfer (NEFT) service which enables them to receive their dividend, coupon and maturity payments directly in their bank account. By engaging with our customers through the Face to Face programme, we aim to create awareness in the mind of the customers about these services and special benefits,” said Amitabh Tapadar, chief marketing officer, Tata AIA Life.
To encourage the customers to reduce paper usage, the company has decided to plant trees when customers register their email IDs and opt for e-communication. For every 10 policies registered with Tata AIA Life, the company will plant one tree. The trees are planted by Grow-Trees, a tree planting partner of the United Nations, at pre-selected locations. The initiative was started in February 2014 and till March 2014, approximately 8,000 policy holders registered for e-communication.
Tata AIA Life has also been taking several initiatives to ensure that the customers are able to pay the premium regularly, thereby, ensuring that their protection cover continues. The company recently launched Revive, a special drive to reinstate lapsed insurance policies. Under this initiative, the policies that had lapsed with premium due date between April 1, 2012 and December 31, 2013 were not charged any interest to revive their policies and also were not required to submit any health declaration certificate for the reinstatement.