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.
Oct
HNB Assurance PLC proudly introduces HANA, HNB Assurance Next-Generation Assistant, novel AI-powered chatbot designed to transform how customers connect with them. Developed as part of HNB Assurance’s drive to embrace cutting-edge technology and reimagine customer service, HANA delivers instant, 24/7 assistance, making insurance simpler, faster and more intuitive for every policyholder. From policy inquiries to claims guidance and company updates, HANA offers seamless, personalized interactions that remove the need for wait times on calls or branch visits.Speaking on the launch, Lasitha Wimalaratne, Executive Director and CEO of HNB Assurance PLC, said, “At HNB Assurance, our priority has always been to place the customer at the heart of everything we do. With HANA, we are taking that promise to a new level by introducing a virtual assistant who is always available, always informed and always ready to help. This is not just a launch, it is a reflection of the significant investments and digital roadmap we have developed over the past few years to leverage technology in making insurance easier and more accessible to meet the evolving needs of our customers. My sincere thanks and congratulations to all the teams involved in making this milestone a reality and elevating the way we serve our customers.”Highlighting the vision behind HANA, Suneth Jayamanne, Chief Information Officer / General Manager of HNB Assurance, stated, “Implementing HANA is more than deploying a chatbot, it is about embedding intelligence into every interaction. Powered by advanced natural language processing (NLP), machine learning algorithms and deep integration with our core systems, HANA is designed to handle complex queries, learn from vast datasets, and deliver responses with human-like understanding. We certainly believe that his launch is an exciting first step in our broader strategy of using AI to create meaningful, customer-centric experiences. I would also like to extend my sincere appreciation to CodeGen International (Private) Limited for their invaluable contribution in turning this vision into reality.”As one of Sri Lanka’s leading life insurers, HNB Assurance continues to invest in new digital capabilities that deliver convenience and confidence, allowing customers to engage with the company on their own terms. Customers can now meet, experience and explorer HANA by accessing the website, www.HNBAssurance.com.
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Oct
HNB Assurance PLC (HNBA) recorded outstanding success of its sales team at the Life Industry Sales Competition held during the NAFLIA Conference, where the Company secured eleven prestigious accolades across both the Advisor Channel and the Partnership Channel. Demonstrating exceptional performance and commitment, the winners from HNBA delivered outstanding performances at a national level, showcasing the strength of the organizationThe accolades spanned a diverse range of categories including Fast Starters, Advisors, Supervisors and Bancassurance Officers, reflecting the collective strength and capability of HNBA’s sales force.Among the winners, Ms. Gammeda Liyanage Deepa Shamalie was recognized as Best Advisor – Silver, while Mr. Anjula Prasath Thilakarathne earned the Best Advisor – Bronze award. In the Bancassurance category, Ms. Dinushika Ratnayake was awarded Best Bancassurance Officer – Silver, and Mr. J. I. M. Fernando secured the Best Bancassurance Officer – Bronze.In the supervisory categories, Mr. P. J. K. K. Jayarathne distinguished himself by winning the Best Supervisor – Gold, while Mr. Alan Baker, Regional Partnership Head – Northern Region, was honored with the Best Supervisor – Bronze award.HNBA’s Bancassurance Fast Starters also made their mark at a national level, with Ms. V. Kirushalini achieving Gold, Ms. Lakmali Pusalle securing Silver, and Ms. Thilini Lakmali being recognized with Bronze.In the Advisor Fast Starter category, Ms. Bhagya Sewwandi triumphed with the Gold Award, while Ms. Anoma Kumari followed with the Silver Award, completing a remarkable sweep across the board.This remarkable accomplishment is a testament to the success of HNB Assurance’s sales force, whose consistent efforts continue to uplift the Company’s standing in the insurance industry. The recognition gained at the Life Industry Sales Competition not only celebrates individual achievement but also underscores the organization’s commitment to nurturing talent and driving excellence across all levels of its operations.
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Sep
Breaking boundaries in brand storytelling, HNB Assurance proudly bagged a Silver at the Dragons of Sri Lanka 2025 Awards for its Virtual Avurudu Village campaign under the Digital Category. This innovative initiative redefined how traditions can meet technology, turning a beloved cultural festival into an immersive digital experience that struck a chord with a new generation of audiences.Commenting on this achievement, Lasitha Wimalarathne, Executive Director / CEO of HNB Assurance, stated, “We are very pleased to receive this Silver Dragon for our Virtual Avurudu Village campaign. At HNB Assurance, we believe in constantly exploring new and innovative ways to connect with people and this campaign was a perfect example of that. By reimagining a traditional celebration in a virtual format, we were able to create an engaging experience that resonated strongly with both younger and wider audiences. My sincere thanks and heartfelt congratulations to all the teams involved in designing and delivering this campaign.”Sharing his thoughts, Dinesh Yogaratnam, Chief Marketing and Customer Experience Officer/ General Manager of HNB Assurance, added, “Winning a Silver Dragon this year reinforces the importance of evolving our communication strategies to keep pace with consumer trends. With Virtual Avurudu Village, we not only embraced innovation but also stayed true to our cultural roots by bringing Avurudu festivities to a digital platform. This enabled us to create a unique blend of tradition and technology, opening the door to new audiences while strengthening brand affinity. I’d also like to extend my gratitude to our digital partner, Kites Global, for their contribution in bringing this idea to life.”
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