Etiqa Takes the Lead to Service Insurance Customers via WhatsApp in Singapore

October 08, 2018 - 02:30
Etiqa Takes the Lead to Service Insurance Customers via WhatsApp in Singapore

SINGAPORE - Media OutReach - October 8,2018 - Going beyond traditional communication channels,Etiqa Insurance Singapore takes the lead to service local customers with theirinsurance needs via the popular instant messaging application WhatsApp. Withthis initiative, Etiqa becomes the first digital insurer in Singapore toprovide customer care services that answer personal policy enquiries inaddition to general enquiries via WhatsApp Business.


Both existing and new customers can nowinteract with Etiqa directly and conveniently, in the way they are accustomedto communicate with family and friends. They can also make policy changerequests such as travel insurance period extension requests in real-time, ascompared to the traditional hotline and email approaches where waiting timesare usually longer.


"Having direct communication with our customerbase is becoming extremely important in today's landscape. We are constantlyworking towards a seamless customer service experience for our customers,leveraging on tools such as WhatsApp messenger", said Mycle Ku, Head ofCustomer Care of Etiqa Insurance Pte. Ltd. As of third quarter 2017, WhatsAppmessenger was the most popular social network in Singapore with a 73%penetration rate. (Source, Statista)


Ku added, "With WhatsApp as another officialcommunication platform to connect and interact with our customers, we believewe can create more meaningful engagements with our customers while meetingtheir real-time queries and needs." In addition to facilitating conversationsbetween businesses and customers, WhatsApp Business features automation tools,messaging statistics, and end-to-end encryption that will enable businesses tobetter understand their clients and improve service delivery.


All services available via phone calls are nowavailable through WhatsApp messenger. This is in addition to the existingcommunication channels including email, and Etiqa's first Chatbot Trix, whichis available on the insurer's website, Facebook Messenger, andcan be connected via Google Assistant.  


Customers who wish to make enquiries viaWhatsApp may connect with Etiqa Customer Care team at 8677-8780. The service isavailable on weekdays, 8:45am to 5:30pm.

Etiqa Insurance-- A Singapore Insurance Company with Asian and International Expertise

Etiqa Insurance Pte. Ltd. isa licensed life and general insurance company registered in the Republic ofSingapore and regulated by the Monetary Authority of Singapore (MAS). In July 2017, Fitch affirmed the company's "A-" rating for itsfinancial strength and stable outlook.   

Etiqa has been protecting Singaporeans since 1961 witha range of general insurance solutions that constantly evolve to meet theirever-changing needs. As the appointed insurer for the Housing Development Board(HDB) Fire Insurance Scheme in Singapore, we have been protecting homes since2009. In August 2014, we added a comprehensive suite of life insurancesolutions to our stable of products.

Etiqa is owned by Maybank Ageas Holdings Berhad, ajoint venture company that combines local market knowledge with internationalinsurance expertise. The company is 69% owned by Maybank, one of Asia's leadingbanking groups with more than 22 million customers worldwide in 20 countries;and 31% by Ageas, an international insurance group with 33 million customers across16 countries and a heritage that spans over 180 years, with a focus to provideworld class insurance solutions to consumers in Europe and Asia through marketleading joint ventures.

At Etiqa, we believe in our brand promise ofhumanising insurance, by placing people over policies in everything we do. Weare passionate about helping Singaporeans protect themselves and their lovedones today and helping them plan for a financially secure tomorrow.