- CUSTOMER SATISFACTION
- DIGITISATION
- PRODUCT INNOVATION
At Tune Protect, we believe customer satisfaction is key. We are committed to making insurance easy to understand, easy to buy, easy to claim, easy to access and easy on the pocket.
The support of our customers is essential to our goal of becoming a lifestyle insurer that everyone loves. To build a customer-centric organisation in line with our core value which is to be Customer Obsessed, we have in place an online survey for products purchased through our Direct-to-Consumer website and mobile application to allow customers to rate their experience with us. From time to time, we also invite our customers to participate in specific, targeted surveys to understand their preferences and needs. The results of this survey allow us to continuously look for ways to improve our products and services.
Moving forward, we will adopt the use of the Net Promoter Score (“NPS”) as a benchmark to evaluate and improve customer loyalty and experience.
| Year | Customer Satisfaction Survey* |
|---|---|
| 2018 | 86.0% |
| 2019 | 87.3% |
| 2020 | 88.4% |
*Tracking commenced in year 2018
We are constantly looking at ways to engage with our customers as we expand our digital capabilities. The Tune Protect App* (or “the App”) gives customers the ease and convenience of purchasing lifestyle insurance products such as personal accident, travel, sports cover and motor, digitally and paperless, all in just a few clicks, while on-the-go!
Equipped with purchase-and-claim functions, the App provides a unique and seamless experience for customers to self-manage their protection plans digitally, anytime, anywhere. In addition, customers can conveniently upload their odometer dashboard images through the App when they purchase our motor insurance and opt-in to Pay-As-You-Drive (PAYD).
Besides that, our technology stack is scalable with proven capability of churning more than 10 million digital policies a year. It is built on open source, modular and open APIs (REST) to meet global demand. Our APIs are leveraged by 3 airline groups and more than 1,000 insurance partners and B2B2C business partners worldwide.
*The Tune Protect App is available now for download via Apple App Store for iOS devices and Google Play Store for Android devices.
While COVID-19 has changed the way we live and work, it has also become a catalyst for innovation and fast-tracked digital transformation in organisations. At Tune Protect, we embarked on a workplace transformation journey in November 2020. This covers various initiatives from decluttering our workspace to activating flexible and hot-desking work arrangements and eventually establishing a digital workplace. Our goal is to allow Flexible Working Arrangements for the majority of our employees and empowering them to be an adaptive and agile workforce.
We are also upgrading our Human Resources Management System (“HRMS”). With an enhanced HRMS in place, human resource and talent management processes will become more efficient, while providing a pleasant employee experience.
We are committed to protect our customers while actively contributing to environmental and societal improvements. For instance, we improved on the diversity and inclusivity of our products with the launch of our first on-demand product, Sports+, designed for extreme sports protection and EasyCare PA, a special care protection for the disabled.
We also offer Pay-As-You-Drive (“PAYD”) – an opt–in feature of our Motor Easy Insurance that encourages and rewards low mileage vehicle owners with a refund of up to 20% of the basic insurance premium paid. PAYD was introduced in August 2019 in support of a greener environment, helping reduce urban stress of commuting on roads, and to encourage the use of public transportation in easing road congestions in the country.
Additionally, we introduced PA Shield, a comprehensive personal accident protection for individuals that provides worry-free financial support in the event of unfortunate incidents. This coverage provides choice of protection up to RM1,000,000 with cumulative renewal bonus up to 150% of Capital Sum Insured.
We will continuously monitor the development of products and services that create social value or support sustainable development.
