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.
Jul
HNB Assurance PLC entered a strategic partnership with the Faculty of Management and Finance at the University of Colombo, Sri Lanka, to introduce the HNB Assurance Aspire program. This initiative aims to provide selected high-performing Advisors, Leaders, and Bancassurance Officers with an opportunity to enhance their professional and business skills.Through the HNB Assurance Aspire program, candidates will have the opportunity to obtain a Diploma in Professional and Business Skills (DPBS) from the University of Colombo, with a pathway extending to a degree.Mr. Lasitha Wimalaratne, CEO of HNB Assurance, speaking at the launch event, stated "At HNB Assurance, we believe in investing in our sales force and providing them with the best resources and opportunities they need to succeed. The HNB Assurance Aspire Program is initiated with this in mind showcasing our commitment to nurturing talent and helping our advisors and bancassurance officers reach their full potential. In terms of this partnership, we are very excited and thankful to the University of Colombo for giving us the opportunity to partner them and are proud to be the only insurance company in the country to form such a partnership with one of the best universities in the country. Personally, I look forward to seeing the positive impact of this program on our teams and our company.”The Vice-Chancellor, University of Colombo, Senior Professor H. D. Karunaratne stated, “HNB Assurance has made an effective decision by choosing the best higher educational institute of the country as its trainer”. Moreover, he highlighted that “University of Colombo is not only the best university in the country, also the only higher educational institute in the country which has been listed under the top 1000 universities in the world. Therefore, the trainees of the company will obtain a global recognition after the completion of the programme.”Mr. Shiran Fernando, Head Sales Training and Development at HNB Assurance, added, "The Aspire program is a significant step forward in our training and development efforts. By collaborating with the University of Colombo, we are ensuring that our high performers receive top-notch education and training, equipping them with the skills they need to excel further in their careers. In the first program, 40 candidates will be selected for the Colombo University program. I must convey my sincere thanks to both teams from the University of Colombo, Faculty of Management and Finance and HNB Assurance for their efforts in getting this program off the ground."Dean of the Faculty of Management and Finance at the University of Colombo, Professor H.M. Nihal Hennayake, expressing his thoughts on this partnership stated "We are delighted to collaborate with HNB Assurance on the HNB Assurance Aspire program. This initiative aligns with our broader vision of the faculty in providing high-quality education and professional development opportunities to professionals who can benefit from advanced education, training and skills enhancement. As the facilitators of this program, I must state, our aim is not only supporting individual career growth but driving excellence that will benefit the broader industry. I eagerly await the positive outcomes of this collaboration and the long-term impact it will have on the participants and their organization."Dr. Sajitha Dishanka, the Head of the Management Consultancy Unit of the Faculty of Management and Finance, University of Colombo stated, “Our unit is fully equipped with required resource personnel and tailor-made programme curricula to meet training requirements of the corporate sector”. Further, he assured that HNB Assurance will receive the expected value provided through its learning partners and be a company with a novel and impactful experience through the inaugurated diploma programme.
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Jul
Setting a new benchmark for itself, HNB Assurance PLC bagged the prestigious Gold Award at the National Convention on Quality and Productivity 2024, hosted by the Sri Lanka Association for the Advancement of Quality and Productivity (SLAAQP). The company’s project to streamline its procurement operations while reducing and lead time was recognized for its impact and use of automation.Aligned to the company’s broader objective of efficiency improvement and value creation, this award-winning project is part of HNB Assurance's strategy to improve operational efficiency and achieve 100% paperless operations by 2026. HNB Assurance PLC’s CEO, Mr. Lasitha Wimalaratne, shared his thoughts "Winning this award is a great honor as it recognizes our commitment to enhancing our operations whereby helping us provide better value to our stakeholders. As a company, we continuously seek opportunities to embrace automation and digitization, so, credit to the Business Process Excellence Team along with IT, Finance, Procurement, and all other teams who collaborated and contributed to this remarkable achievement. I’m certain this recognition will motivate our teams to keep pushing the boundaries of excellence and reinforce our commitment to operational efficiency.”The Lean Six Sigma DMAIC methodology was used as the teams successfully improved the lead time of the procurement process. The DMAIC methodology can be used to identify bottlenecks, implement solutions, and achieve measurable improvements which in this case improved the overall efficiency of the company’s procurement operations."In this fast-paced digital world, staying ahead and meeting evolving customer demands requires us to improve and innovate continuously.” Stated Mrs. Geethani Saram, Head of Business Process Excellence and Strategy. “Internal processes are crucial, especially in the service industry, prompting us to reassess our methods and explore avenues for enhancement. This award resulted from a long-term strategic initiative by HNBA to empower employees for scientific recognition of operational gaps and their resolution through adaptation of Lean Six Sigma methodology. The framework facilitated identifying our procurement process as a critical area for improvement and implementing effective solutions to speed up and set a new standard. My sincere thanks to SLAAQP for this recognition as it validate our efforts and inspires us to continuously innovate and drive efficiency across all our processes.”
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Jun
The “Golden Awards 2024” hosted by HNB Assurance and HNB General Insurance, celebrated and recognized the outstanding achievements of top performers, including network management and branch managers from Hatton National Bank, for their significant contributions to the growth of HNBA and HNBGI. The year 2023 was an outstanding period for both HNBA and HNBGI, with impressive financial performances which proved their partnership with HNB to be one of the best in the industry. Mr. Damith Pallewatte, Acting Chief Executive Officer of HNB, who graced the occasion as the Chief Guest, opined, “Having participated in this event for several years, it is incredibly heartening to witness the sustained growth and progress achieved by both HNBA and HNBGI. As we look to the future, I see immense potential and opportunity. I am confident that by continuing to innovate and prioritizing customer-centric solutions, we as a group, can not only maintain our strong position but also dominate the market. Let me also remind you that the bank is fully committed to supporting both HNBA and HNBGI, so let us get out there and redefine the landscape of banking and insurance.”The newly appointed Chairman of HNBA and HNBGI, Mr. Stuart Chapman, stated, “I’m delighted to address this wonderful gathering where we honor and recognize one of our most important stakeholders, HNB. The trust and collaboration between our institutions is what sets this partnership apart from others. As custodians of this relationship, I am confident that our combined efforts will ensure we deliver top-tier insurance solutions to our customers, meeting their needs with the highest standards of service and trust. I’d also like to take this opportunity to congratulate all the award winners and thank the members of the management of HNB for their continued support. Further, as our companies, HNB, HNBA and HNBGI, embrace leadership transformations, I’d like to thank Mr. Jonathan Alles former MD of HNB and our very own former Chairperson Mrs. Rose Cooray for their contributions as well.”The Global Banking and Finance Review, UK, for the fourth consecutive year, honored HNBA as the Best Life Bancassurance Provider, while HNBGI was awarded the Best General Bancassurance Provider for the second consecutive year reflecting the success both HNBA and HNGI has maintained with HNB over the years.
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