Generali and the “B1 Language” – making understanding easier
As a level in the European language framework, B1 is a medium level that any high school student can easily understand. With this idea in mind, Generali Vietnam has been implementing the “B1 language – Ngôn ngữ B1” project to improve insurance documents, with the aim of making them easier for customers to remember, look at, and have a more “pleasant” experience with insurance. As a result of three years of continuous research on customers’ information reception habits, Generali has improved 100% of the documents both in terms of form and content, with over 192 letters, documents, insurance materials, 224 types of emails, and 02 sets of contract terms.
Generali’s documents have been re-drafted, interpreted in a concise and simple manner, yet still containing all the necessary information, helping customers understand their rights and obligations while being able to easily understand the insurance documents.
In addition to content innovation, Generali has also invested in the form to present the documents in a scientific manner. Specifically, the information is separated into clear paragraphs, with important content presented first, helping customers save time and easily read the key information in the documents. At the same time, the information sent to customers is personalized, to make it more familiar and relatable. Furthermore, with the software interface, the layout has been rearranged to be user-friendly on electronic devices.
Being a Generali customer for the past few years, Ms. Tran Lan Anh (Tan Binh, HCMC) is very satisfied when receiving the new documents: “I have purchased 3 insurance policies for myself and my family, so the terms in the contracts and documents are not too difficult for me, but it took a lot of time to read. Therefore, Generali’s improvement is very practical, I only spend half the time compared to before to view the information and documents”.
Removing barriers for people to access life insurance
In fact, the complexity and length of up to 100 pages of insurance policies have been a major barrier that makes it difficult for customers to access. Furthermore, this complexity is sometimes attributed to the purpose of confusing and trapping, making insurance “easy to buy, difficult to claim”. This significantly affects the trust of customers when they want to learn about this financial solution.
Therefore, improving the documents to be memorable, easy to see, and relatable not only brings practical value in customer experience, but also an important step to increase the transparency and honesty of information. Only when being well understood and clear, customers can feel secure when choosing “Lifetime companion” and the protection solutions for themselves and their families.
Implementing persistently for 3 years with the joint efforts of many departments, the “B1 language – Ngôn ngữ B1” project has received positive responses from Generali’s existing customers because it has made insurance much more “pleasant”. Paying attention to the smallest details, building trust, and constantly striving to provide comprehensive protection solutions, that is how Generali has won the hearts of millions of Vietnamese customers.
It can be said that the “B1 language – Ngôn ngữ B1” project is an impressive milestone in the execution of the “Transparent insurance” strategy that Generali has been determined to pursue, in order to build strong trust from customers. Prior to that, Generali had implemented the e-KYC digital identity verification in the advice process, information search, and online transactions on the MyGenerali information portal, to enhance safety, transparency, and protect customers’ interests.
The improved language helps customers no longer worry about being confused when approaching life insurance. Source: Generali Vietnam
The company has also invested in perfecting the digital transformation process, building a team of specialists dedicated to resolving insurance claims directly to serve customers. In addition, strict quality control of advice before and after contract issuance is closely monitored by Generali to promptly adjust in case of any errors. All of these efforts aim to achieve transparency regarding information, products, and transparency in the advice process, ensuring that customers understand and agree with the insurance solution they choose.
