SINGAPORE - Media OutReach - October 8,
2018 - Going beyond traditional communication channels,
Etiqa Insurance Singapore takes the lead to service local customers with their
insurance needs via the popular instant messaging application WhatsApp. With
this initiative, Etiqa becomes the first digital insurer in Singapore to
provide customer care services that answer personal policy enquiries in
addition to general enquiries via WhatsApp Business.
Both existing and new customers can now
interact with Etiqa directly and conveniently, in the way they are accustomed
to communicate with family and friends. They can also make policy change
requests such as travel insurance period extension requests in real-time, as
compared to the traditional hotline and email approaches where waiting times
are usually longer.
"Having direct communication with our customer
base is becoming extremely important in today's landscape. We are constantly
working towards a seamless customer service experience for our customers,
leveraging on tools such as WhatsApp messenger", said Mycle Ku, Head of
Customer Care of Etiqa Insurance Pte. Ltd. As of third quarter 2017, WhatsApp
messenger was the most popular social network in Singapore with a 73%
penetration rate. (Source, Statista)
Ku added, "With WhatsApp as another official
communication platform to connect and interact with our customers, we believe
we can create more meaningful engagements with our customers while meeting
their real-time queries and needs." In addition to facilitating conversations
between businesses and customers, WhatsApp Business features automation tools,
messaging statistics, and end-to-end encryption that will enable businesses to
better understand their clients and improve service delivery.
All services available via phone calls are now
available through WhatsApp messenger. This is in addition to the existing
communication channels including email, and Etiqa's first Chatbot Trix, which
is available on the insurer's website www.etiqa.com.sg, Facebook Messenger, and
can be connected via Google Assistant.
Customers who wish to make enquiries via
WhatsApp may connect with Etiqa Customer Care team at 8677-8780. The service is
available on weekdays, 8:45am to 5:30pm.
-- A Singapore Insurance Company with Asian and International Expertise
Etiqa Insurance Pte. Ltd. is
a licensed life and general insurance company registered in the Republic of
Singapore and regulated by the Monetary Authority of Singapore (MAS). In July 2017, Fitch affirmed the company's "A-" rating for its
financial strength and stable outlook.
Etiqa has been protecting Singaporeans since 1961 with
a range of general insurance solutions that constantly evolve to meet their
ever-changing needs. As the appointed insurer for the Housing Development Board
(HDB) Fire Insurance Scheme in Singapore, we have been protecting homes since
2009. In August 2014, we added a comprehensive suite of life insurance
solutions to our stable of products.
Etiqa is owned by Maybank Ageas Holdings Berhad, a
joint venture company that combines local market knowledge with international
insurance expertise. The company is 69% owned by Maybank, one of Asia's leading
banking groups with more than 22 million customers worldwide in 20 countries;
and 31% by Ageas, an international insurance group with 33 million customers across
16 countries and a heritage that spans over 180 years, with a focus to provide
world class insurance solutions to consumers in Europe and Asia through market
leading joint ventures.
At Etiqa, we believe in our brand promise of
humanising insurance, by placing people over policies in everything we do. We
are passionate about helping Singaporeans protect themselves and their loved
ones today and helping them plan for a financially secure tomorrow.