Having a risk after buying insurance for 7 months, Ms. Tam (Da Lat) did not expect the consultant who signed the contract for her to change jobs for a few weeks.
Putting the phone down on the table, Ms. Tam showed a confused expression after knowing that the consultant who advised and guided her to sign the contract had switched to another insurance company. She wondered who would assist in the process of claiming payment for the last 5 days of treatment for acute enteritis at the hospital.
I am waiting for a stable discharge from the hospital to ask for help from the previous contract consultant to assist in the payment claim procedures. Now, no time to ask for anything, the two sides have a double path, Ms. Tam is crying and laughing. After calling the hotline of the insurance company and sharing the story, she was informed that she would have a new consultant to support and follow this contract. In addition, the insurance company’s customer service staff also guide specifically the steps and necessary documents for customers to submit their own claims for insurance benefits to the company.
Tam’s case is not uncommon in the insurance industry. Some clients feel like “orphans” when the original consultant is no longer under the policy. According to Ms. Nguyen Thi Giang, Deputy General Director of Technology and Insurance Transactions of Prudential Vietnam, if the consultant quits, the client’s contract will not be affected, the benefits and contract value will not be affected. still intact. At this point, the contract will be transferred to another consultant to serve.
“The consultant is the bridge between the customer and the insurance company, but the insurance company is the party responsible for settling and ensuring the benefits in the contract when the customer requests it,” said Ms. Giang.
Mr. Thien (Da Nang) once had a heart attack when the original consultant quit his job. Because before, he was completely dependent on this consultant to pay the insurance premium, so he did not update the change of phone number to the insurance company. After the old consultant left, Mr. Thien also forgot the deadline for paying fees. Only when a risk arose did he know that the contract was overdue for payment.
“However, thanks to the 60-day premium extension policy, I still enjoy the benefits. It is true that there is luck. After that time, I also paid more attention, managing the insurance policy myself, no Depends entirely on the consultants, “said Mr. Thien.
According to Mr. Thien, the insurance consultant is the first person to contact to make you trust and decide to sign the contract. When this person quits, the client will worry about which consultant his contract will be transferred to the next consultant. “Of course, what you are familiar with is easy to contact, chat and exchange questions. So, when you meet a new counselor, you will feel like going back to the beginning because each person has an opinion. consulting and serving differently,” he said.
Consultants are considered as an extension of insurance companies, helping to connect information and support interests between the company and customers. Any customer wants his insurance consultant to stick with him until the insurance contract ends. There are customers who participate through the introduction of acquaintances and friends, so they do not learn carefully the channels to connect with the company, but depend entirely on the consultant, from prompting to pay fees to requesting information changes. on contract.
According to experts, it is not advisable to leave the insurance contract to the consultant. Because insurance consultants, like any other profession, can change jobs or change places of work. Therefore, customers need to actively manage their own insurance policies.
In addition to consultants, insurance companies always have other communication channels to connect customers such as hotlines, websites, fanpages, customer portals, even through groups on social networks. Some companies also open a connection channel via Zalo to support and be closer to customers.
Depending on the needs and convenience, customers can choose the appropriate connection channel. Experts say that the core thing is still in the policyholder, need to actively understand enough – buy right, learn and understand product information as well as their own needs, in order to optimize benefits. .
Acquiring new customers for a life insurance business can often be expensive, so maintaining relationships with existing customers is always a priority. That’s why, no life insurance company wants to “hold their children and leave the market”.