Botswana Life Committed to Quality Customer Service

| April 8, 2016

By Kehumile Moekejo

Jwaneng - Botswana Life Insurance strives towards excellent customer service.

Speaking at the annual Botswana Life CEO's road show in Jwaneng recently, CEO, Ms Bilkiss Moorad said the company's growing clientele and increasing competition required them to come up with strategies that would keep Botswana Life Insurance products relevant.

She noted that the company had over 200 000 policy holders, which was aaround 75 per cent of the market share.

She also noted that they were facing competition from more than 10 life insurers and 46 brokers.

"We are committed to superior customer service through introduction of new improved forms and processes, improved turnaround times for response to queries, among other strategies," she explained.

She further noted that the newly introduced life rewards card gave customers an opportunity to have life cover and financial security at the same time.

She described it as a tool that was introduced to thank customers for being loyal to Botswana Life Insurance for the last 40 years, adding that it also had discounts with several stakeholders.

Furthermore, Ms Moorad noted that their strategic focus for 2016 included investing in distribution channels as well as staff training to equip them with skills needed to take the company to another level.

She also said they intended to strengthen product offering as well as improving on client communication through emails, letters and SMSs.

For her part, the chief operations officer for Botswana Life Insurance, Ms Sethunya Molosiwa said in order to heed customer complaints, they had restructured their branches such that there's an officer on the floor to establish the kind of assistance customers queue for.

She said this reduces long queues, which customers have complained about in their customer surveys.

She also said that they have introduced the quality assurance department whose mandate is to ensure that customers are able to get any help from all their branches countrywide.

Mr Bonakele Nyoni from the Office of the district commissioner underscored the need for Botswana Life Insurance to have a robust employment plan to help the government in creating employment for Batswana.

He said as a leading company in the industry they should be exemplary in all fronts so that other companies can emulate them.

Source: All Africa

Category: General

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