Generali Vietnam receives 2024 Golden Dragon Award

Friday, Apr 12, 2024 13:29

Generali Vietnam is honoured among the top 50 outstanding FDI enterprises in 2023–2024 with many remarkable achievements in innovation and enhancing the customer experience in all aspects. — Photo courtesy of the company

Generali Vietnam was honoured among the "Leading Insurance Company in Innovation and Customer Experience in Việt Nam" for the fifth time at the Golden Dragon Awards’ ceremony on April 10.

Among the top 50 outstanding FDI enterprises in 2023–2024, Generali Vietnam is recognised for many remarkable achievements in innovation and enhancing the customer experience in all aspects.

“With a customer-centric business strategy, we are extremely proud that Generali’s R-NPS score—the overall customer satisfaction measurement score—has led the market for three consecutive years. Continuing to be honoured at this year's Golden Dragon Awards will be great motivation for us to keep innovating and improving our products and services, realising Generali's commitment to becoming Lifetime Partner to millions of Vietnamese families," said Generali Vietnam CEO Nguyễn Phương Anh.

For many years, Generali Vietnam has implemented its transactional net promoter system (T-NPS) programme to survey opinions and collect customer feedback right from the moment a transaction arises. This lays the foundation for understanding the demands, aspirations, and problems of customers, thereby significantly improving the Net Promoter Score (NPS) for both T-NPS and R-NPS to their current market-leading level.

Generali has also made heavy investments in digital transformation. Thus, all of Generali’s customer services can be done “paperless” via the GenVita ecosystem, including receiving electronic contracts, searching for contract information, making claims requests, paying premiums, adjusting contract information, adjusting premium payment periods and making money withdrawal requests.

In 2023, Generali pioneered the implementation of the mandatory e-KYC system to enhance personal information security, insurance contracts, and transaction safety for customers.

At the same time, the company has taken many drastic measures to improve the customer experience, such as the "B1 language" project to help customers easily see, remember, and feel more pleasant when approaching insurance. After three years of constant efforts, Generali Vietnam has renewed all of its documents with more than 192 letters, documents, insurance publications, 224 types of electronic correspondence, and two sets of contract terms, which have been improved in both content and form.

The 23rd Golden Dragon Awards ceremony was jointly organised by the Ministry of Foreign Affairs, the Vietnam Economic Magazine - Vietnam Economic Times and the People's Committee of Hải Phòng City.

Under the theme "Vietnam’s Pathways to a Green and Sustainable Economy," within the framework of the Vietnam Connect Forum, the 2024 Golden Dragon Awards recognise the relentless efforts of FDI enterprises while encouraging innovation, green transformation, and sustainable development, thereby contributing positively to Việt Nam's economic development. — VNS

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