CUSTOMER RELATIONSHIP

Contact Center

Ceylinco Life Contact Center was established in the year 2004
The Contact Center is staffed by trained personnel, who among them speak the three national languages.
Contact center was established to provide service through telephone to all Ceylinco Life policy holders island wide, plus potential policyholders.
The establishment of the call center enabled policyholders being serviced by the island wide branch network to call one number (011 2461461) offering on time settlement or reply on any matter related to their policies.

Customer Service

Responsibilities of Counter Staff

• Speaking to all walk-in customers.
• Attend to documentation work,
  - They will be responsible of handling all policy changes, Revivals, Surrenders, Responding to Fax / E-mails, Claims (Collecting Documents), Refunds
• Accepting Premiums from walk-in customers (Cashiering & Loans)
• Responsibilities & Specific Issues handled by Senior Counter Staff

Customer Relationship Management

Ceylinco Life has established a Customer Relationship Management (CRM) Unit exclusively to service the requirements of priority policy holders. All priority policy holders of Ceylinco Life enjoy the special facility of having all matters pertaining to their policies handled by this unit

This unit has been set up to provide all the services and information customers require to ensure that their policy remain active.

Main activities

• Call customers and remind the payments when the policy is on grace.
• Call customers and convince them to activate the policy by informing the importance of Life Insurance when the policy is lapsed.
• Loyalty activities such as birth day wishes and sending birth day cards.
• Assist Customers to sort out their relating to Life Insurance when necessary.
• Providing courtesy calls to improve the relationship between priority customers and Ceylinco Life