Union Assurance protects Sri Lankans with AI, bots and tech

Union Assurance PLC, a member of the John Keells Group, has been at the forefront of customer-centric, innovative, and empowering life insurance solutions. With a team of dynamic professionals, a strong capital base, and backed by highly-rated global reinsurers, the company has consistently advanced and adopted digitisation to provide solutions that meet the requirements of its customers in a fast-evolving environment. 

With the mission of simplifying insurance and empowering customers, Union Assurance, a pioneer in technology adoption in the insurance industry in Sri Lanka, has continued to harness the power of digitisation to provide revolutionary end-to-end solutions and seamless digital experiences to its customers and its employees.

Amidst the COVID-19 pandemic, the company swiftly launched a versatile digital payment link to support the continuity of their insurance plans from the safety of their homes, and enabled over 90% of renewals via digital payment platforms. The company’s readiness in digitization also augured well for promptly adapting online training for the advisor force to service customers using digital platforms at the onset of the pandemic, culminating in an overhaul of its operating system to a digital model.

To provide uninterrupted service to its policyholders, the company established a trilingual call centre that operated 24/7, an online chatbot, and WhatsApp, to meet the growing demand in customer queries. Furthermore, Union Assurance disrupted the future of Life Insurance by adding a dynamic facet to its digital experience with a 100% digital product – Clicklife, along with the Clicklife App, as part of its end-to-end online insurance solution, allowing customers to buy protection online and self-service their policy in real-time. The app contains World Health Organization approved challenges, rewards, and other exciting in-app features.

Union Assurance has received many accolades for leadership in digitisation and for its commitment to customer-centric solutions. It has been recognised as a Great Place To Work (GPTW) in Sri Lanka for nine years, and is now among the Best Places to Work in Asia.  

Under the brand’s philosophy, ‘Your Life, Our Strength,’ Union Assurance is dedicated to protecting the lifestyles, relationships, and ambitions of Sri Lankans, especially in the face of inevitable uncertainties that arise in life’s journey, and continues to disrupt a legacy industry by reimagining the future of life insurance.   

Union Assurance is a part of the John Keells Group, Sri Lanka’s largest listed conglomerate. It is among the most awarded insurance companies in Sri Lanka, completing over three decades of success with a market capitalisation of Rs. 16.6 billion, a Life Fund of Rs. 45.3 billion and a Capital Adequacy Ratio (CAR) of 300% as at June 2021. 

Set to empower the Sri Lankan Dream, Union Assurance offers Life Insurance solutions that cover education, health, investment, protection, and retirement needs of Sri Lankans. With 76 branches and an over 3,000-strong workforce, Union Assurance continues to invest in people, products, and processes with a customer-centric focus to be responsive to emerging changes in the life insurance industry.