- CUSTOMER SATISFACTION
- 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 leading digital insurer. To understand how to improve our customer service, we have put 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.
Our Net Promoter Score, which serves as a metric to measure customer satisfaction and loyalty is illustrated in the following table:
|Year||Total Number of Respondents||Net Promoter Score*|
*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.
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.
We will continuously monitor the development of products and services that create social value or support sustainable development.