3/3/3 Customer Experience Brand Promises

In 2020, we made an organisation-wide commitment to improving customer satisfaction by adopting the globally recognised Net Promoter Score (“NPS”) for our customers, employees, and partners. Further into 2021, we strengthened our customer experience promises with our 3/3/3 commitment, whereby we strive to provide our customers with three minutes to buy our online products, three hours response time via any channels, and three working days to receive claims payout upon claims approval.

Ultimately, customers are why we exist and ensuring that we continue to deliver excellent service and experience comes top of our priorities. In just a short span of nine months since the NPS was first launched, we turned our negative Customer NPS (“CNPS”) into positive scores; from -16% to +14% as of December 2021. To-date, our CNPS as of June 2022, achieved exponential growth with a score of +38%. The result speaks for itself. It is a testimony of our understanding of what matters most to our customers and delivering value on that front. Based on the survey findings, our products are valued for its affordability, flexibility, and wide-range of benefits, and easy-to-understand insurance policy that align with our tagline “Insurance Simplified”.

3/3/3: Three Minutes to Buy
In line with 3/3/3 commitment, our new product launched in Aug 2022, Critical Safe+, allows customers to buy within three minutes, receive a response within three hours, and get the claims paid in three working days from the approval date. If customers do not receive the claims within the promised three working days, customers will be entitled to an additional 1% of the chosen sum insured.

3/3/3 : Three Hours Response Time
While we aim to foster a customer-centric organisational culture which dictates our company’s Core Values, customer service excellence is vital. To this end, we have in place robust customer service procedures and charters that guide our aspiration of providing our customers with the convenience of a one-stop service centre to deliver a seamless customer experience. This is established in line with stipulated regulatory requirements¹, e.g. Bank Negara Malaysia’s Policy Document on Fair Treatment of Financial Consumers.

¹ https://www.tuneprotect.com/corporate/group/customer-service-charter/ and
https://www.tuneprotect.com/corporate/group/treat-customers-fairly-charter/

Recognising that today’s digitally savvy customers thrive on convenience and simplicity, we deployed a live chat function that is integrated with our social media since May 2021, i.e. Facebook Messenger with our Business-To-Consumer website, in addition to the Tune Protect Travel product live chat that was launched in 2019. Customers who engage us via live chat will interact with representatives from the Customer Experience or the e-Commerce teams.

3/3/3 : Three Working Days Claim Payout
Further reiterating our commitment to meeting customer needs, we made sure to expedite the flood claims payout during the floods that struck the country in December 2021. This resulted in 87% of flood claims below RM20,000 being settled within three working days instead of ten working days.

Additionally, our motor claim approval process for Motor Comprehensive Private Car Own Damage with claims amount below RM3,000, will be approved in just two hours. We made it simpler for self-accident cases, where no police report or adjuster is needed. One of our business units has even implemented Paperless & Parametric claims process with an improved Turn Around Time of 90% from 20 days to 2 days.

Enhancing Customer Experience through Digitisation; Mobile-First Approach and Paperless
To stay relevant to our target market, i.e. millennials and zillennials, it is vital that we evolve and adopt digital approaches, especially when digital devices are now an extension of our existence. With digitisation at the core of what we do, we remain committed to embracing mobile-first approach and digitising our business processes.

To-date, 11 robotic process automation (“RPA”) technologies are integrated into 42 progressive internal processes within Claims, Human Resources, Finance, Agency, Policy Processing, and Partnership, saving up to 77,000 hours of manual processing time as of October 2022. We have also launched on-the-go mobile apps for Malaysia and Thailand that allow customers to buy, manage policy, submit and view their claims in just a few clicks away, wherever and whenever required. All online products are made available on the App with 11 for Malaysia and 6 for Thailand. For the record, our mobile apps downloads increased 6x year-on-year in 1H2022, reflecting customer receptiveness towards the digital insurance journey that we have to offer.

We place Sustainability at the heart of what we do as a business. It is embedded in the way we operate and we leverage on our capabilities and spheres of influence to drive the sustainability agenda forward. In December 2021, we were admitted as a constituent in the FTSE4Good Bursa Malaysia Index, and we are the only insurer that has made it into the list. Being admitted into the Index demonstrates the recognition of our strong Environmental, Social and Governance practices. This is further supported by our commitment to be a zero-paper organisation for our in-control processes. One of our products, the PRO-Health Medical and Dental Easy, are fully digital end-to-end, hence eliminating the need for physical cards and documentation that eases the overall claims experience of our customers during emergencies or unfortunate incidents.