HNB Assurance launches 24-hour call centre

HNB Assurance PLC has launched a 24-hour call centre, enabling the policyholders to connect with the company on all matters related to customer service at any time, from anywhere, using the short code 1301. 

While customer service support is now available 24/7, hospitalisation claims-related services will continue to be handled as per the specific instructions issued to the policyholder at the time of obtaining a policy.

HNB Assurance has experienced consistent growth, recording an impressive average growth rate of 26 percent over the past four years. The company’s momentum and customer-centric focus have paved the way for initiatives such as the 24-hour call centre, designed to strengthen policyholder engagement and ensure seamless service delivery.

“Exceptional customer service is not just a value we uphold; it is a critical pillar of our strategy to achieve a 10 percent market share by 2026,” said HNB Assurance CEO Lasitha Wimalarathne.

“Making our call centre available 24 hours a day, 365 days of the year, ensures our policyholders are supported when they need us most, reinforcing the trust they place in us every day. Additionally, our significant investments in digital transformation to make interactions of our policyholders with us seamless, to initiatives like this, all aim at delivering our broader mission to continuously enhance our customer experience.”

“As an industry, as we push towards greater insurance penetration, it is important that players do everything in their power to foster greater levels of confidence and convenience to the customer.”

Earlier this year, HNB Assurance also unveiled a dedicated Customer Service Centre, a thoughtfully curated space designed to create personalised and streamlined interactions. Together with the 24-hour call centre, HNB Assurance continues to reimagine and elevate every aspect of the customer journey.

“Our newly enhanced 24-hour call centre operation and the upgraded Customer Service Centre we opened earlier this year are all part of our ongoing efforts to elevate and refine every touchpoint, so as to offer a superlative customer experience that truly differentiates us from the competition,” added HNB Assurance Chief Marketing and Customer Experience Officer/General Manager Dinesh Yogaratnam.