In an initiative aimed at
improving customer relations, India insurer SBI Life has turned to
the ubiquitous mobile phone for a solution.
It has launched SMS SOLVE – a
service that will enable customers to submit grievances to the
insurer using a short message service (SMS).
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When a grievance SMS is
received by SBI Life, the customers’ mobile number, date and time
of the message is automatically registered at SBI Life’s central
processing centre. A specially trained consultant then calls the
customer and takes note of his or her grievance. Upon resolution of
the grievance, the customer is again phoned and sent a confirming
SMS message.
SBI Life is a joint venture
between State Bank of India, which owns a 74% stake, and French
insurer BNP Paribas Assurance which owns the balance of
26%.
According to India’s
Insurance Regulatory and Development Authority’s September 2010
report, SBI Life has a market share of 19.03% among private life
insurers and a total market share of 5.09%.
