The most serious challenge in this process was the need to quickly organize remote sales in the retail channel, since digitalization processes for global insurers, in contrast to the large "flagships" of the Russian market, require lengthy coordination. According to the President of Sovcombank Life, in March 2020 the company just started using a digital platform for remote sales, which was used by 2-3% of agents, in a month - by 30%, in 3 months - by 60%, and by the end of 2020, almost entire company's agent network was using this tool.
To support its customers, the company switched to payments based on scanned copies of documents, significantly increased the limits of such payments, shortened claim settlement time, introduced electronic document management in the corporate segment, simplified the procedure for coordinating voluntary health insurance services, and much more. As a result, at the end of 2020, NPS (Net Promoter Score, or Consumer Loyalty Index) reached an all-time high: +58 for corporate clients and +26 for individual clients.
MetLife (now Sovcombank Life) has been operating in the life insurance market for over 25 years. According to the results of the first quarter of 2021, the company is included in the TOP-50 insurance companies of the Russian market. As Goncharova Zhanna noted, "the pandemic has become for us, as a life insurer, both a powerful impetus for accelerated development, and a serious test for stability and customer loyalty, which we have successfully passed", she said.
21256 views
