Tata AIA Life Insurance Co. Ltd. (Tata AIA) has unveiled a premium payment service via WhatsApp, making it the first type in the industry. Previously limited to UPI-based transactions, Tata AIA customers can now use a variety of payment options on WhatsApp. Policyholders can now conveniently make renewal payments via WhatsApp using credit card, debit card, or net banking. Policyholders can now pay up to INR 1 crore premiums instead of the previous limit of INR 2 lakh.
Tata AIA introduced an industry-first digital payment function in June 2023, which allows for instant premium payments using WhatsApp and UPI-enabled payment alternatives.
Tata AIA offers 27 services to its customers through WhatsApp. These include soft copies of the Policy document, premium certificate, claim initiation and updates, renewal premium payments, contact information updates, service request tracking, NEFT updates, unit statements, and fund value updates. The company also features a TASHA interactive service bot that replies to user concerns 24 hours a day, seven days a week.
Commenting on this occasion, Sanjay Arora, Executive Vice President & Head of Operations of Tata AIA, said, ” We are excited to set the trend in the industry with the introduction of the new, consumer centric payment options on WhatsApp. This innovative initiative is part of our ongoing commitment to providing consumers with convenience and ease through cutting-edge technologies. We will continue to offer market-leading solutions that will help us always deliver superior customer experience.”
Consumers may now pay renewal premiums directly from their familiar WhatsApp interface, giving them more flexibility. Payments can be done fast (within a minute), and customers receive immediate confirmation. Furthermore, the integration of credit card, debit card, and online banking alternatives reduces the need to use the Unified Payment Interface (UPI). WhatsApp is used by over 2 billion people in 180 countries to communicate with friends and family at any time and from any location.
Furthermore, to enhance the convenience of its existing customers, Tata AIA uses an analytics-driven, decile-based approach to optimise renewal premium collections. The corporation has expanded its linguistic capacity and made renewed premium collections available through numerous digital platforms. Communication via WhatsApp and SMS services has been automated using a campaign management system, allowing the company to observe behaviour and adjust communication channels accordingly.
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