by Sachin Murdeshwar

Mumbai: These are extraordinary times that call for extraordinary measures. As India fights back Covid-19 through government run measures and with the support of citizens of India, IndiaFirst Life Insurance, promoted by Bank of Baroda and Andhra Bank, ensures continued and seamless service to its policyholders and customers. With a robust Business Continuity Plan (BCP) in place, the organisation is optimising alternate modes including digital, IVR and telephones to connect with both internal and external stakeholders.

 

Vishakha RM, MD & CEO, IndiaFirst Life Insurancesaid, “The #CustomerFirst and #EmployeeFirst ideologies, together, form the nucleus of IndiaFirst Life Insurance. In testing times like these, the safety and well-being of our customers and employees is our top priority. We have moved to a complete Work From Home (WFH) policy, yet we are fully operational and serving our customers across channels electronically and digitally. The infrastructure readiness coupled with adoption of some of the best industry practices enabled IndiaFirst Life to take proactive measures at the right time.”

 

IndiaFirst Life has ensured optimal operations with customer satisfaction through digital modes by taking the following pro-active measures:

1.       Setting-up of processes to enable faster claim settlements electronically, especially in the affected areas

2.       Announcing that all Life Insurance policies issued and valid as on date on event, covers the event of unfortunate death due to COVID-2019 illness.

3.       Providing extension of grace period for payments due in the month of March 2020 (for areas where government has declared lockdown). Additionally, in case of late payment, penalty / interest rate is waived off for 30 days

4.       Updating official website of IndiaFirst Life Insurance with information related to working offices, and arrangements made for alternate modes to pay premiums, renew policies, settle claims, and lodge requests among others

5.       Communicating regular updates to customers and policy holders via e-mails, SMSs, and calls (if necessary)

6.       Requesting customers to use the self-service options and digital modes to their advantage and avoid in-person meetings: 

·         IVR: 1800-209-8700

·         Chatbot IRIS: www.indiafirstlife.com

·         WhatsApp Bot: 022- 62749898

·         Customer Portal: www.indiafirstlife.com 

·         Pull SMS: Policyholder to send SMS to 92444 92444

·   Fund <Policy No> – For fund value information

·   Policy <Policy No > – For Policy detail

 

IndiaFirst Life Insurance is taking calls keeping in mind the health and safety of our customers & employees. We are equally aware of our social responsibility to support Government measures to control the spread of the pandemic. IndiaFirst Life Insurance is rigorously following the instructions issued by IRDA to ensure complete support to its customers.