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Multi-Channel Connectivity and Superlative Customer Experience from HNB Assurance

As the country is navigating a challenging recovery, with much uncertainty and limitations ahead, HNB Assurance PLC (HNBA) has introduced multi-channel communication platforms for its customers enhancing ease, convenience, and efficiency to obtain information about the products of the Company, information pertaining to their policies or any inquiries or complaints without visiting a branch. Customers could now reach HNBA by dialing its hotline on 1301 or for text-based communication on 0766 384 384 via WhatsApp or info@hnbassurance.com via email or through its social media channels. Customer Experience is a core pillar of the Company’s strategy and HNBA, as a leading life insurance service provider in the country has introduced a number of initiatives to provide a superlative experience to its customers.   Sharing his views Mr. Lasitha Wimalaratne, Chief Executive Officer of HNBA stated, “Customer Experience is a journey, and the values of the brand are resonated through the service we provide to our customers at every moment and every touchpoint. The right customer experience strategy provides a seamless and consistently excellent experience across all channels and HNBA continuously strives to create an unmatched, superlative customer experience. The Company follows a simple yet effective Customer Experience mantra; that is every customer is unique and every customer has a different need. The key to providing a superlative service is by truly understating the customer beyond the words spoken. In a highly competitive market such as insurance, the right customer experience strategy can make a real difference and I’m extremely happy about HNBA’s Customer Experience Team and their efforts”.   Chief Marketing and Customer Experience Officer/General Manager of HNBA and its fully owned subsidiary HNB General Insurance Limited, Mr. Dinesh Yogaratnam express his views stating, “Today’s customer is extremely discerning in terms of what they expect from organisation that they transact with, whilst the importance of the right fit in terms of product goes unsaid, a well curated customer experience strategy which is meticulously implemented can help businesses to differentiate themselves and create that real difference which is felt by the customer. Simply put, Customer Experience in today’s context is the game changer. Customers seek seamless, consistently excellent solutions across all channels and with the intention of providing a world-class customer experience, HNBA has introduced several initiatives. The Company has infused and will continue to infuse better technology capabilities as the backbone along with enhanced data capabilities as a conduit through which a superior service delivery would be facilitated. The Company has also commenced various initiatives to inculcate a Customer First Ethos amongst its staff who would be the ultimate purveyor of our services.  As a brand which focuses on being attuned with the environment within which we operate, HNBA has constantly challenged the traditional business model and has adapted innovative ways to attract, win and retain its customers and will continue to set new benchmarks in terms of providing a superlative customer experience”.   Speaking on the multi-communication platforms, Head of Customer Experience/Assistant General Manager of HNBA, Mrs. Shaazna Ossen stated, “HNBA has taken several initiatives to provide an exceptional service by introducing multi-communication platforms, including an easy-to-remember short code number which customers could dial from any network to get in touch with us. Moreover, the Company has a designated Complaints Management Unit to resolve complaints in an efficient manner. These communication channels will be a pivotal steppingstone for us in fostering our relationships with customers especially during these challenging times. The Complaints Management Team has been provided direct access to the Senior Management of HNBA so that every customer complaint is resolved in an efficient manner. The Customer Experience standards of the Company is on par with industry standards and the performance of the Customer Experience team is constantly monitored to ensure that standards are maintained at every level. The Company has taken a number of initiatives to uplift, motive and empower the Customer Experience team as they are the face of the Company and to ensure a delivery of a superlative service. Customers can directly reach us by dialing 1301 or via WhatsApp, email or through our social media channels and our dedicated Customer Experience Team will assist all our customers with utmost efficiency”.   HNB Assurance PLC (HNBA) is a leading Life Insurance Companies in Sri Lanka with a network of 64 branches. HNBA is a Life Insurance company with a rating of ‘A+’ (lka) by Fitch Ratings Lanka for 'National Insurer Financial Strength Rating'. Following the introduction of the segregation rules by the Insurance Regulator, HNB General Insurance Limited (HNBGI) was created and commenced its operations in January 2015; HNBGI continues to specialize in motor, non-motor and Takaful insurance solutions and is a fully owned subsidiary of HNB Assurance PLC. HNB General Insurance has been assigned a 'National Insurer Financial Strength Rating' of ‘A+’ (lka) by Fitch Ratings Lanka Limited. HNBA is rated within the Top 100 brands and Top 100 companies in Sri Lanka by LMD and HNB Assurance has won international awards for Brand Excellence, Digital Marketing and HR Excellence including the Great Place To Work® Certification, and won many awards for its Annual Reports at award ceremonies organized by the Institute of Chartered Accountants of Sri Lanka.

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19

Apr

HNBA Continues Dominance as Best Life Bancassurance Provider for Fourth Consecutive Year

<p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">HNB Assurance PLC (HNBA) has once again secured the prestigious title of "Best Life Bancassurance Provider in Sri Lanka" for the fourth consecutive year, recognized by the Global Banking and Finance Review. This award underscores HNBA's strong partnerships and commitment to excellence while maintaining its dominant position within the industry.</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">Mr. Lasitha Wimalaratne, Chief Executive Officer of HNBA, stating, “It is indeed an immense honor to be acknowledged as the Best Life Bancassurance provider in the country by the esteemed Global Banking and Finance Review - UK, marking our fourth consecutive win. This achievement truly is a testament to the dedication and collaboration of our teams, who continuously push boundaries, foster partnerships and redefine industry benchmarks."</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">He further emphasized the significance of HNBA's Partnership Channel in their business operations, “As we strive towards our goal to attain 10% market share the partnership channel has a crucial role to play. I’m extremely proud of our team for this achievement and I’m certain we will continue to push boundaries and reach even greater heights.”</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">"We're thrilled by HNBA's achievement of being the Best Life Bancassurance Provider in Sri Lanka for the fourth consecutive year and are committed to ensuring that our partnership grows even further. By leveraging our strengths as a Group, we are consistently exploring ways to keep delivering top-notch solutions to our customers. My congratulations to HNBA and all the teams involved in this impressive achievement", opined, Mr. Supun Dias, Assistant General Manager - Network Management at Hatton National Bank.</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">Mr. Sanesh Fernando, Chief Business Officer – Partnerships at HNBA, reflected on the significance of this achievement, stating, “Without a doubt, this achievement stands as a testament to the collaborative efforts of the entire Partnership Team, for which I extend my deepest gratitude. A special mention goes out to the management of Hatton National Bank and all our other banking partners for their continued support.</span><span style="line-height:150%;mso-spacerun:yes;">&nbsp; </span><span style="line-height:150%;">To receive this prestigious recognition for the fourth-year running is a clear indication of our relentless commitment to excellence and the efforts made by our team. I’m confident that moving forward, we as a team are committed to delivering exceptional value to our customers collectively contributing to the larger vision of HNBA.”</span></span><o:p></o:p></p>

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17

Apr

Mrs. Rose Cooray Inducted to the Hall of Fame at Great Manager Awards 2024

<p>At the prestigious Great Manager Awards 2024, Mrs. Rose Cooray, the Chairperson of HNB Assurance PLC and HNB General Insurance Limited, was inducted into the Hall of Fame. Mrs. Cooray, who assumed her role in 2015, has been instrumental in steering both companies to remarkable growth and success. Since taking on the mantle of Chairperson, Mrs. Cooray has spearheaded initiatives that have led to substantial financial achievements, embracing cutting-edge technological advancements, securing international acclaim and forming numerous synergies and partnerships that have laid a solid foundation for the future of both organizations. With over 47 years of extensive experience in the financial sector, including a distinguished career at the Central Bank of Sri Lanka where she served as Deputy Governor, Mrs. Cooray brings a wealth of knowledge and expertise to her leadership roles. Her tenure has been marked by astute decision-making, visionary leadership and a commitment to excellence. In recognition of Mrs. Cooray's outstanding contributions, Mr. Lasitha Wimalaratne, CEO of HNBA, remarked, "Mrs. Rose Cooray's induction into the Hall of Fame is well deserved and a testament to her exemplary leadership. I’m proud to state that under her guidance, HNB Assurance has achieved unprecedented growth and success, setting new benchmarks in the industry. Her visionary approach and strategic initiatives have been instrumental in positioning us for sustained excellence in the years to come. I’d like to extend my congratulations to Mrs. Cooray on this great achievement." “Mrs. Cooray's induction to the Great Manager Awards Hall of Fame is a fitting recognition” opined, Mr. Sithumina Jayasundara, CEO of HNBGI. “Personally, to me, what sets her leadership style apart is how she extends her influence and support way beyond boardroom discussions, making a conscious effort to hear every voice and inspire action. Her willingness to go above and beyond has certainly shaped how we operate as a company. At HNBGI we are extremely proud of her recognition and I’d like to congratulate Mrs. Cooray on her induction to the Hall of Fame”</p>

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15

Apr

HNB Assurance Strengthens Presence with Relocation of Branches in Nugegoda and Nuwara Eliya

<p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">HNB Assurance PLC, is delighted to announce the relocation of its branches to prime locations in Nugegoda and Nuwara Eliya. These strategic moves reflect on the company's intention to enhancing accessibility and service delivery to customers in key regions across the island. Providing convenient access to its comprehensive range of insurance products and services, including protection, health, savings, retirement and&nbsp;</span><span style="line-height:150%;mso-spacerun:yes;"> </span><span style="line-height:150%;">MRP has contributed to the progress of the company, showcasing a 20% year on year growth continuously over the past three years.&nbsp;</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">Mr. Lasitha Wimalaratne, CEO of HNBA, expressing his thoughts at the branch openings, stated, “The decision to relocate our branches in Nugegoda and Nuwara Eliya was driven by our strategic vision to position ourselves in key high-traffic areas, enabling us to foster deeper connections with our customers and offer tailored insurance solutions that safeguard what matters most to them. As we embark on this journey of growth, our branch network remains integral, serving as the bedrock to our customer-centric approach. I have full confidence that these new locations will not only amplify our presence but also elevate the level of service we provide to the local communities."</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">Mr. Harindra Ramasinghe, Chief Business Officer – Advisor Distribution Channel, emphasized the significance of the relocations in enhancing customer experience. "At HNB Assurance, we are constantly striving to exceed customer expectations and deliver exceptional value. Last year, we were honored for our pioneering Insurance Distribution initiative at the prestigious Emerging Asia Insurance Awards, a recognition which underscores our commitment not only to expansion but also for being innovative with our Distribution Strategy. The relocation of our branches in Nugegoda and Nuwara Eliya enables us to build closer relationships with our customers and provide them with unparalleled support and assistance. With a branch network of 69 branches and an advisor force in excess of 3500, the advisor distribution channel at HNBA has consistently displayed growth and innovation. I extend my heartfelt appreciation for the dedication and hard work of our teams and convey my best wishes for success to both branch teams.”</span></span><o:p></o:p></p><p class="MsoNormal" style="line-height:150%;text-align:justify;"><span style="font-family:&quot;HNBA &amp; GI&quot;;font-size:10.0pt;"><span style="line-height:150%;">The Nugegoda branch is now located at 69, S da S Jayasingha Mawatha, Kohuwala, Nugegoda, while the Nuwara Eliya branch has been relocated to 31/1/1, Lowson Street, Nuwara Eliya.&nbsp;</span></span><o:p></o:p></p>

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