Geared to serve you at all times: The Fairfirst way

The Fairfirst team geared to serve you at all times 

Since the lockdown, Fairfirst has processed 1,964 motor claims intimations, 281 hospital admissions, 290 discharges from hospitals, settled 1,400 motor claims, 3,316 medical claims and more than 80 non-motor non-medical claims. It has also processed nearly 5,000 policies, renewals and endorsements. 80% of its 1,200 employees and agents are connected and ready to serve you from their homes. Its aim is to provide certainty in these uncertain times.

Striving through with a consistent and seamless service

From the first day of lockdown it immediately geared itself by moving in to decentralised and cloud-based systems so that all its employees could deliver the same level of service from the safety of their homes. It has made steady progress and is 100% ready: 

Its Call Centre continues to service customers within three rings 24 x 7 on 0112 428 428. 

Its claims experts are on call to manage claims efficiently and with empathy. More than a quarter of the motor claims intimated daily were settled within the day via its virtual claims management capabilities. Many of these claims were settled within one hour of intimation. It settled more than 1,400 motor claims amounting to over Rs. 38.9 million. At the same, it helped pay more than 3,316 medical claims and OPD claims amounting to Rs. 53.5 million. In addition, more than 80 non-motor non-medical claims were intimated. 

Its Sales and Distribution teams continue to close out new and renewal business as well as produce and find new ways of reaching out to customers. 

Its underwriters process more than 800 new business quotations, 4,000 renewals and endorsements

It is the only E-commerce ready Insurer in Sri Lanka. Customers can now receive their policy details, their motor cards, their debit notes all in a digital format. During the period of lockdown, its digital platform has provided instant online coverage close to 100 motor vehicles. The need for physical travel and paper transfers is now near minimal. Its e-commerce platform, at www.fairfirst.lk can cater to your renewals, new policy purchase, premium payment and the inquiry on the status of your claims via its trilingual chatbot, Machan. You can also contact them via WhatsApp by messaging on 0770-428428.

It is constantly engaged with the community through social media platforms to spread positive messaging across a user base of over one million individuals.

Our employees – our biggest strength

Its Human Resources team created a Wellbeing Hotline for any Fairfirst employee to reach out to seek help in these current times on any matter ranging from health advice to food to cash to transport, etc.

Its IT and Facility team installed work-from-home resources and now more than 80% of Fairfirst is connected and able to work remotely. This is a mix of different solutions including laptops, desktops transferred from office, some using their hotspots, some using dongles, some using routers and some using their home connectivity.

Its Facility team always ensure that the hygiene across our offices is intensified appropriate to the recommended level.

Its training agenda is now carried out virtually. 

Other support functions, Finance, Risk, Compliance, Audit, Legal and Strategy all continue to rally and work together to ensure the wellbeing of its employees, customers, partners and all stakeholders.

It is confident that together, and with empathy for each other, we will overcome this shared threat. It is future ready and looks forward to serving your insurance needs.