Futures Generali

1. Confidential
Group No: 1
Topic : Insurance (Generali)
Presented By:
Roll No. 07 – Amit Jaiswal
Roll No. 16 – Tanmay Pednekar
Roll No. 26 – Shrikant Shelar

2. Confidential
Our international presence is our greatest strength: Generali is a major, Europe-centric company that however is
continuing to build its presence selectively, also in Asia and South America.
Generali

3. Confidential
With a solid European foundation, Generali first arrived in Asia in 1975. Today, you will find our offices in eight
markets throughout the region that include: China, Hong Kong SAR, India, Indonesia, Malaysia, the Philippines,
Thailand and Vietnam. Hong Kong SAR is also the home of our regional headquarters.

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This is the way each of us acts as a Lifetime Partner.
Our Lifetime Partner Behaviors
Our Behaviours inform us how to better serve our customers, support our distributors and work more effectively with
our colleagues and as a Group. They represent a way of doing things that will differentiate our offering to clients and
employees from our competitors and help us achieve our ambition to become a lifetime partner to our customers.

8. Confidential
Our Service Parameters

9. Confidential
Our Contacts
For Health Insurance Claims (24/7)
Call
• 1800 103 8889
• 1800 209 1016
Email
• fgh@futuregenerali.in
For Other than Health Insurance
Claims and General Enquiry
Call
• 1800 220 233; 1800 500 3333
• 022 67837800
Email
• fgcare@futuregenerali.in
Future Generali India Insurance Co Ltd.
Unit 801 and 802,
8th floor, Tower C, Embassy 247 Park,
L.B.S. Marg, Vikhroli (W),
Mumbai - 400 083.
IRDAI Registration No: 132
General Insurance| buy and renew best general insurance online in India| Future Generali

10. Confidential
The world leader in assistance and
care services. A major reference in
the Assistance & Travel Insurance
business in Europe, South
America, Asia and South Africa.

11. Confidential
Our Net Promoter Score Program

12. Policy Life-
Cycle
Our Insights Strategy – Realtime, Actionable & Engaging
Our NPS survey asks two key Questions
Go for 9’s & 10’s
Create Promoters
Close the Loop
Gather insights &
Reassure Customer
Action on Insights
Continuous
Improvements
& innovation
The Net Promoter Score
1
2
The Net Promoter System
3
 “On a scale of 0-10,
How Likely are you
to recommend
Future Generali?”
 and “Why?”

13. Confidential
Our NPS Survey & Close-Loop Process
 Surveys to customers as well as business
partners
(Eight touch-points)
Purchase, Renewal, Health Claims,
Motor Claims, Customer Service, Operations,
Intermediary
 Close-looping – Program
• Operational Close-Loop (Detractors) -
Contacted by a Clooper to understand the
concerns and assist
• Structural Close-Loop
 Comments and issues captured in system
at time of operational close-loop analyzed and
pain-points prioritized for mitigation.
 Potential solutions (systems, processes and
people- development) worked out to improve
the Customer-Experience

14. Confidential
Our NPS Network – Roles & Responsibilities
 Employee Engagement
• 300+ Employees actively involved (accessing the
Medallia system)
• Access to all employees now
 Clooper-Team
• Cloopers – Close-loop every detractor alert with
customer (48 hrs)
• Clooper Coaches – Training for Quality of close-loop
calls and comments.
 Champions-Forum
• Champions - Classify and Analyze clooper-
comments for their TP.
Quick –Wins (Immediate Action)
 Big-Wins (Project proposal)
• Super-Champion - Steering and Support.
 Action-Committee
• TP Owners - Sponsor Big-win projects and overall
responsibility for driving actions in the Touch-point
• CEO - Reviews and direction-setting
“Everyone a Clooper”
Close-loop calls by all Roles to understand
“Direct from Customer”

15. Confidential
How does the Survey process work?
Customer
transaction for
the touchpoint
Transaction is
created in the
system
All transactions are collated in a
file known as ‘Feedfile’
Feedfile is unique for each TP
and each TP has 2 Feedfiles
1 for Email invites
& 1 for SMS Invites
IT Team keeps these
Feedfiles on the SFTP
server given by Medallia
1° Batch is kept at 11AM
and 2° Batch if any is
kept at 1PM
Medallia system runs
the files through
various
filters & rules
Invites are sent to eligible
customers
Customer takes
the survey
NPS is calculated
basis Response
received
Detractors ( 0-6 ratings ) are
contacted by Cloopers for
feedback
Classification | Internal

16. Confidential
T - NPS PERFORMANCE
50
58 59 60 63
2018 2019 2020 2021 2022
TNPS
24545 29584 30801 32252 35223
Responses
90% 89% 82% 86% 91%
% Closed Before Overdue

17. Internal
Confidential
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Purchase
Customer Comments
“Its been more that 5 days. Still i have not received policy soft copy over email. The person who helped me to buy the
policy is not responding.” – FG Dog Insurance (104974372)
“I couldn't download my policy from the website neither have I received a reply to my email seeking the policy to be sent
via email.” – Future Easy Travel Schengen (105244368)
“Not receiving any update after purchase a policy . Policy related documents yet to receive.”
– Future Hospi-Cash (104906794)

18. Internal
Confidential
Thank You
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