HNB Assurance celebrated Customer Service Week 2024 with a series of events that spanned from October 7th to 11th, celebrating the dedication and service of its customer-facing teams. This year's theme, Above and Beyond, perfectly captured the essence of HNB Assurance’s commitment to exceeding customer expectations and reinforcing its customer-centric approach.
Throughout the week, the company organized interactive activities, workshops and appreciation events, all aimed at recognizing and empowering those who are at the frontlines of servicing policyholders. The celebrations highlighted the pivotal role that the customer experience plays in delivering on HNB Assurance’s promise of protection and care to its valued customers.
CEO of HNB Assurance, Mr. Lasitha Wimalarathne, speaking at the Customer Service launch event, stated, “Customer Service Week is a special time for us to pause and acknowledge the incredible efforts of our team, who embody the spirit of going ‘above and beyond’ every day. At HNB Assurance, we believe in not just providing insurance but in offering a promise which is a commitment to being there for our customers when they need us the most. This week is about celebrating that commitment and recognizing the passion and dedication of those who make this happen.”
HNB Assurance's commitment to customer service goes beyond traditional interactions. With a strong focus on continuous improvement, the company invests heavily in technology, training and innovations to ensure its customer experience team is empowered to handle every need with precision and care.
“At HNB Assurance, we believe we don’t just offer insurance, but an intangible promise to our customers, which requires trust and exceptional service making sure we are there when they need us the most. Having understood this we have invested over LKR 1 billion to streamline and introduce new systems that allow our customers to seamlessly connect with us, ensuring a smoother and more efficient experience.” added, Mr. Wimalaratne.
Chief Marketing and Customer Experience Officer / General Manager of HNB Assurance, Mr. Dinesh Yogaratnam, emphasized on the importance of the week, stating, “Customer centricity is no longer a ‘good to have,’ but a must-have in today’s competitive landscape. It’s the driving force behind our ability to deliver exceptional service, building lasting relationships and fulfilling the promises we make to our policyholders. In this regard, our service teams play an essential role in delivering on the promises we make to our policyholders, ensuring that they feel secure and valued. This week is about celebrating them and also empowering them to continue their journey of offering world-class service with a personal touch. My sincere thanks to all our teams for going ‘above and beyond’ making this possible”
Jan
HNB Assurance recently concluded its much anticipated Partnership Life 2025 event, a gathering dedicated to recognizing the exceptional contributions of its Partnership Channel in 2024, while outlining its vision for 2025. Last year, the Partnership Channel reached unprecedented heights, achieving a Gross Written Premium (GWP) of over LKR 6.5 billion, a remarkable 31% year-on-year growth. The channel's New Business Premium (NBP) surpassed LKR 1.4 billion, reflecting a stellar 39% increase compared to the previous year.Speaking at the forum Mr. Lasitha Wimalaratne, CEO of HNB Assurance, remarked, "Having witnessed our journey over the past few years and reflecting on our achievements from last year, I can confidently say that we have the strongest or the best Bancassurance channel in the country. As we set our goals for the year ahead, I want to emphasize that our success is built on this incredible team’s dedication, expertise along with the strong support and commitment of our partners. As a company, while we aggressively drive growth, we have also strengthened our processes and infrastructure to enhance efficiency and better support each of you. With this strong foundation, I am confident that we can fully capitalize on the momentum and potential while together, through our collective efforts, we will reach even greater heights this year.""Partnership Life 2025 is more than just a celebration, it is a reflection that encapsulates not only the professional journey of our team but supports the well-being of their entire life, hence the name Partnership ‘Life’," said Mr. Sanesh Fernando, Chief Business Officer – Partnership Business. “Looking back on the past year, I’m proud to say it was an exceptional one for us, marked by growth across nearly every area of our business. What stands out most is the outstanding achievement of 135 MDRT qualifiers, including 22 COTs and 3 TOTs, which is a testament to the talent and caliber of our team. I must also convey my heartfelt thank you to Hatton National Bank, our other partner banks and broker network for their support. These partnerships are what continues to drive our shared journey towards excellence,” Mr. Fernando added.
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Jan
HNB Assurance PLC (HNBA), entered a strategic partnership with Singer Sri Lanka, a trusted name in retail with an extensive network of outlets Nationwide. This collaboration aims to provide HNBA policyholders the convenience of paying their insurance premiums, reinforcing the company’s commitment to customer-centric solutions.With Singer’s 400+ outlets spread across Sri Lanka, HNBA policyholders now have greater flexibility in settling their insurance premiums. Selected Singer branches will operate from 8:30 AM to 7:00 PM daily, including weekends, enabling customers to make payments at times most convenient to them. This partnership broadens HNBA’s premium payment points and ensures policyholders gain access to secure and efficient payment services close to home.Beyond convenience and transparency, this partnership aligns with HNB Assurance’s ongoing efforts to encourage cashless transactions. Reducing paper-based processes and fostering an easier payment experience while contributing to a greener planet.In addition to the partnership with Singer, HNBA continues to offer a range of premium payment options to cater to diverse customer needs. These include Direct debit, HNB Solo, mCash and eZ Cash, genie, Ipay, UPay, and Pay&Go as well as the company’s secure online payment portal available at www.hnbassurance.com.
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Jan
HNB Assurance recently held its New Year Business Launch for 2025, celebrating the outstanding progress of its Advisor Distribution Channel throughout 2024. The event served as a platform to honor high-performing managers while reflecting on key achievements from the past year. Among these notable accomplishments were a remarkable 23% growth in New Business Premiums (NBP) and an exceptional performance in Gross Written Premiums (GWP), which exceeded 6 billion LKR. Addressing the forum, Mr. Lasitha Wimalaratne, CEO of HNB Assurance, stated, “2024 was a fantastic year for us. Our growth in NBP and GWP shows how committed and capable our Advisor Distribution team is. These achievements motivate us to keep pushing boundaries and set new benchmarks in delivering exceptional customer-centric solutions and services.”Touching upon the company’s goal of reaching a 10% market share by 2026, Mr. Wimalaratne urged the team to focus on embracing technology, driving innovation and putting customers at the heart of everything they do. “As we step into 2025, we need to operate with empathy and care, because at the end of the day, we are not just selling a product, we are delivering a promise of protection and peace of mind. This will help us build trust and by earning trust and endorsement through our actions and commitment, we can strengthen our relationship and build long-term loyalty with our policyholders. Let me assure you that this mindset, combined with our ability to adapt and innovate, will enable us to sustain and accelerate the incredible growth we have maintained in recent years.”The event also celebrated the efforts of the Sales Training and Development team and branch-level managers for helping the company achieve MDRT qualifiers, including Court of the Table (COT) and Top of the Table (TOT) winners.Mr. Harindra Ramasinghe, Chief Business Officer, Advisor Distribution Channel, sharing his thoughts at the forum, opined, “What we have accomplished over the years is not the result of an individual’s effort, but rather a testament to the power of our teamwork. Every step we take and have taken is a combined effort, which includes everyone from our SBU Heads, Zonal Managers, Regional Managers, Branch Managers, Underwriters, Training Staff and our sales team etc. Each of you play an essential role in driving our success. I would like to express my deepest gratitude to every member of the team for their hard work and contribution. As we look ahead to 2025, we are filled with excitement about the new possibilities and opportunities we have in store. A couple of weeks into the year we have already seen what we are capable of and are extremely confident in our collective strength and eager to continue deliver the best for our customers and stakeholders.”
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