National General Insurance continues to deliver on consistent customer service

"The customer service centre expands our ability to provide the easiest and best customer experience for buying insurance products." said Dr. Abdul Zahra Ali, General Manager of NGI "Our highly experienced customer service professionals provide a wide range of services to customers from assistance in choosing an insurance plan to completing their enrollment."

The customer service representatives (CSRs) are not only bilingual but are also technically trained enabling them to deal with all queries for medical and motor insurance as well as home and all other classes of insurance without having to transfer customers.

Not only are they equipped to deal reactively with customers, CSRs are also proactive in calling customers to remind them of upcoming renewals. Customers calling NGI can expect that all calls are answered within two rings and that all return calls are completed on the same day.

With extended timings from 8 a.m. to 7 p.m. the NGI customer service centre is a fine example of how well-run contact centres balance operations between the goals of efficiency and service quality, to produce satisfied customers.

"While customer retention and loyalty is built upon a complex set of product delivery, pricing, and market environment, customer service does play a huge role in whether a customer will stay or go" says Dr Ali.

"There are many financial benefits to retaining customers: first, the longer a customer remains with an insurer, the greater the ratio of premiums paid to potential losses. Also, studies show that, except for life insurance where one claim can terminate the relationship, the longer a customer remains with an insurer, the less likely that customer will submit a claim."