HNB Assurance launches 24-hour call centre to enhance customer experience

Friday, 16 May 2025 04:37 - - {{hitsCtrl.values.hits}}

In an effort to demonstrate its continued commitment to exceptional service and customer convenience, HNB Assurance PLC (HNBA) has launched a 24-hour call centre, enabling policyholders to connect with the company on all matters related to customer service at any time, from anywhere using the short code 1301.

While customer service support is now available 24/7, hospitalisation claims-related services will continue to be handled as per the specific instructions issued to the policyholder at the time of obtaining a policy.

HNB Assurance has experienced consistent growth, recording an impressive average growth rate of 26% over the past four years. The company’s momentum and customer-centric focus have paved the way for initiatives such as the 24-hour call centre, designed to strengthen policyholder engagement and ensure seamless service delivery.

HNB Assurance CEO Lasitha Wimalarathne said: “Exceptional customer service is not just a value we uphold; it is a critical pillar of our strategy to achieve a 10% market share by 2026. Making our call centre available 24 hours a day, 365 days of the year, ensures our policyholders are supported when they need us most, reinforcing the trust they place in us every day. Additionally, our significant investments in digital transformation to make interactions of our policyholders with us seamless, to initiatives like this, all aim at delivering our broader mission to continuously enhance our customer experience.” Speaking further he went on to add, “as an industry, as we push towards greater insurance penetration, it is important that players do everything in their power to foster greater levels of confidence and convenience to the customer.”

Earlier this year, HNB Assurance also unveiled a dedicated Customer Service Centre, a thoughtfully curated space designed to create personalised and streamlined interactions. Together with the 24-hour call centre, HNB Assurance continues to reimagine and elevate every aspect of the customer journey.

Chief Marketing and Customer Experience Officer/General Manager Dinesh Yogaratnam said: “Our newly enhanced 24-hour call centre operation and the upgraded Customer Service Centre we opened earlier this year are all part of our ongoing efforts to elevate and refine every touchpoint so as to offer a superlative customer experience that truly differentiates us from the competition.

“We recognise that as a company we offer something that is intangible, protection, trust and peace of mind and for that, we need to be with our customers at all times. Hence, these initiatives are not standalone, they are integral to how we plan to grow, not just in size but in the value and care we offer to every policyholder,” he added.

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