Future Generali

Future Generali India Life Insurance Co. Ltd. launches internal ‘Complaints Dashboard’ for seamless grievance addressal

Mumbai, 22nd April 2021: Future Generali India Life Insurance Co. Ltd (FGILI) has launched a state-of-the-art ‘Complaints Dashboard’ that enables sales team to identify and thereby addresses customer grievances quickly and efficiently. The centralized dashboard is a digital tool that enables FGILI sales team members to analyze customer complaints along with policy level data systematically, on a near real-time basis, and address them quickly and appropriately. FGILI is one of the few insurance companies to be a pioneer in the country to develop and launch an in-house tool. This tool will help leverage data analytics and digital technologies to provide the sales team with in-depth and near time analysis of customer complaints.

FGILI sales team members now do not need to rely on exhaustive excel sheets to analyze the customer complaints received. This uniquely designed dashboard allows them to access all the complaints data along with additional information such as customers’ purchase data, policy history etc.- all at one place and on a real-time basis. It will further enable the teams to cross analyze these details and identify the correlations that will help them get an in-depth understanding of the issue. Additionally, the dashboard is designed to extract business intelligence and insights from data enabling better business decision making.

The FGILI Complaints Dashboard was born from a cross-departmental collaboration that aims to enhance product offerings and customer satisfaction. The company hopes that this process will consequently help reduce customer grievances in the future and offer better product selection for its customers.

Commenting on the launch of the platform, Mr. Bikash Choudhary, Appointed Actuary & Chief Risk Officer, Future Generali India Life Insurance Company, said, “In our endeavor to becoming a ‘Lifetime Partner’ to our customers, we always strive to improve our services and offerings which benefits our customers. Working towards this goal, we identified an urgent need to build a platform that would enable our sales team to identify and address our customer grievances quickly and in an efficient manner. The platform enables the sales team to have an in-depth and action-oriented discussions on customer preferences, their risk appetite and pain points right from a company level to an individual sales team member.”

The dashboard is available on iOS, Android and Windows, and can be accessed on laptops or mobile phones with internet access.