Customer. A smart knowledge base for enhanced Self-Service and Empowered Customers

Transcription

1 Customer A smart knowledge base for enhanced Self-Service and Empowered Customers

2 Customer Portal Overview The Features How to Login to Customer Portal User Registration Various Online Service Options Download your E-Statements Service requests that can be processed online How to place a Service Request How to check the status of Service requests logged by the Customer Web Chat Facility Some Important Points

3 Customer portal is a private and secure online tool that allows the policy holders of PNB MetLife to access information and services for their policies Customers Customer portal aims at providing an effective and easy self service option to the clients thereby strengthening the company customer relationship Customer portal gives each user a unique, personal and preferred service experience It gives the customers, the privilege of complete 24 7 access to up-to-date information Services Relationship

4 Policy Summary and Policy Details Pay Your Policy Premiums Download E-statements Place Service Request Online

5 How to Login to Customer portal Policy Information Portal can be accessed from the Internet. Follow the below Steps: Login to PNB MetLife Website : Click on Customer Login Click on Customer Login

6 User Registration To register yourself, click on New User Click on New User

7 User Registration Sample Refer welcome letter (Sample attached) or your Premium receipt in your policy document for your client Id and Policy number Enter User name as per your convenience Select and update the Security Enter your ID & Mobile no. Question & Answer as per your as per the policy records choice Premium receipt in your PD for your Policy number DD/MM/YYYY Enter your ID & Mobile no. as per the policy records Post entering all the details, Click on Register

8 How to Change Your Password Go to Homepage and select option Profile 3. Enter Old Password, New Password and confirm the New Password 5. Post clicking on Update, Transaction or Login Password shall be sent on your registered and mobile number 2. Click on Change Password 4. Click on Update

9 Various Online Service Options Information about your Policy details, like premium frequency, premium amount, policy status, last payment date, next bill date etc. will be displayed through this option This option will help in knowing the history of your Premiums paid till date and list of Requests placed by you to PNB MetLife You can Enquire on Loan, Surrender, reinstatement, unclaimed amount and communications received via SMS/ /letters etc.

10 Various Online Service Options You can place service requests online through this option View your Renewal Premium Notice/Receipt, Premium Paid Certificate, Account Statement, Fund Summary etc. Click here to pay your premiums Online

11 Download your E-Statements View and download your Renewal Premium Notice/Receipt, Premium Paid Certificate, Account Statement, Fund Summary etc.

12 Download your E-Statements 2. Enter your Policy No. 1. Select the applicable option to download 3. Select the applicable letter type 4. Select From and To Date 5. Click Submit

13 Service requests that can be processed online Click on Requests tab on the Home Page to view the Request options Enlisted are the request types which you can submit online Request processing through Customer portal is done basis scanned documents as uploaded by the Policyholder. Physical Documents are NOT Required for request raised through Customer Portal

14 How to place a Service Request : Address Change 1. Click on Address Change option in the Requests tab available on the Home Page 2. Enter the Policy No. 3. Click on Update Address Details Address Change refers to Recording of change in address of Policy Owner, Person Insured, Assignee, Nominee and Appointee anytime during the term of the Policy

15 How to place a Service Request : Address Change 1. Your Policy details will be displayed 2. Update the new Address details here 4. Click on Add attachment and Upload a self-attested scan copy of valid Address proof for the new requested address 5. Check in the box post reading the disclaimer 6. Click on Update 3. Click on this link to view the list of Acceptable proofs for Address change

16 How to place a Service Request : Contact Details 1. Click on Contact Details option in the Requests tab available on the Home Page 2. Enter your New Contact Details 3. Click on Update Contact details refers to Recording of contact details like Mobile number and ID of Policy owner, Person Insured, Nominee, Appointee and Assignee during the term of the policy

17 How to place a Service Request : Beneficiary Change 1. Click on Beneficiary change option in the Requests tab available on the Home Page 2. Enter your Policy No. 3. Click on Add New Beneficiary or Delete Beneficiary as applicable Beneficiary change refers to recording a new Nominee or change in existing nominee before the completion of Policy Term

18 How to place a Service Request : Beneficiary Change 1. Enter the requisite details as displayed on the screen 2. Click on Save

19 How to place a Service Request : Frequency Change 1. Click on Frequency Change option in the Requests tab available on the Home Page 2. Choose Policy number from the drop down if you have Multiple policy numbers 3. Select frequency type as applicable 4. Check in the box post reading the disclaimer 5. Click on Update Frequency change is an option given to the customer where customer can change his future mode of premium payment. For example: if a customer is currently paying his premium on annual mode he can give a request to change it to monthly/quarterly/half-yearly mode. Frequency change request can be given on Policy Anniversary/Premium Cycle.

20 How to place a Service Request : Fund Switch 3. Enter the allocation % against the fund name from where you want your funds to be switched 1. Choose Policy number from the drop down if you have Multiple policy numbers If service request is placed on or before 3 PM on a business/ working day, the same day s Closing Net Assets Value (NAV) will be applied. However, if service request is place after 3 PM, next working day Closing NAV will be applied. 2. Your current fund allocation will be displayed here 4. Enter the allocation % against the fund name where funds have to be switched The total % of the new funds should be equal to 100% 5. Click on Update Fund switch for Unit Link Product (ULIP) is an option to switch the existing funds to another available funds as per the policy terms and conditions. First few switches in a policy year are free of charge. For subsequent switch in same year a Switching charge would be levied. For more details, please refer your policy terms and conditions.

21 How to place a Service Request : Premium Redirection 1. Click on Premium Redirection option in the Requests tab available on the Home Page 2. Choose Policy number from the drop down if you have Multiple policy numbers 3. Your current fund allocation will be displayed here The total % of the new funds should be equal to 100% 4. Enter your new allocation % against the fund name 5. Click on Submit Premium redirection is an option to change the fund allocation of all the future premiums received and allocated in the policy

22 How to place a Service Request : Claims Request 1. Click on Claims Request option in the Requests tab available on the Home Page 2. Choose Policy number from the drop down in case of Multiple policy numbers 3. Select the type of documents to be uploaded 6. Click on Submit 4. Upload Claim documents 5. Enter applicable comments related to the request

23 How to place a Service Request : Register your Complaints and Give us your Feedback 1. Click on Complaints/Feedback option in the Requests tab available on the Home Page 2. Share your valuable feedback here 3. Rate the feedback as per the options available

24 How to check the status of Service requests logged by the Customer 1. Click on Request History option in the History tab available on the Home Page 2. Enter your Policy No.

25 How to check the status of Service requests logged by the Customer Complete details of the requests logged by you will get displayed along with the status of each request

26 Web Chat Facility Web-Chat/Online Chat option allows you to communicate in real time with the Customer Service Executive of PMLI Over the Chat, you can : Raise queries/request related to policy and get instant replies Raise complaints Share scanned documents Place request for Updation of Bank Account Details for NEFT You can get the resolution/status of already raised request & complaints through other touch points You need to submit below documents for Updation of Bank Account Details for NEFT : Scan copy of Customer Details and Policy Feature Change Request Form for Bank Account detail updation Aadhar OR DL OR Passport (Color Scan) only as KYC Cancelled cheque copy with Name, account number & IFSC code printed or last three months bank account statement

27 Web Chat Facility 1. Click on Chat Online with our Customer Service 2.Enter your Name and ID and click on option Click Here 3. Customer chat session window will be displayed

28 Some IMPORTANT Points Supporting documents basis the request type needs to be scanned and attached as self -attested copies You need to log into Customer portal & perform the specified changes online If details are complete, change request is auto processed. However in case of incorrect/incomplete details request shall be auto-rejected In case of any failures these will reflect as Open under the customer s request history

29 Benefits of Customer Portal A customer self-service portal is vital to business success because it makes working with your customers easier and reduces clutter A customer self-service portal has a direct impact on the overall satisfaction of the customers and how they perceive your company It s always accessible, you get fewer incoming queries, and service team can spend more time on the actual servicing issues than on common queries Customer self-service is valuable to businesses of any size and, given the industry trends of increase in engagement of self-service options, it won t be long before a self-service customer portal becomes a necessity for success

30 Benefits of Customer Portal Let's understand some of its Benefits Convenience for both the Customer and the Service Team An obvious benefit of having a self-service portal is convenience. Your customers have the convenience to update personal and payment information or check payment history, in their free time. This also reduces the load on your customer service team who can then focus on other unique incidents and focus more towards Revenue generation parameters Improved Productivity and Service Optimization A self-service customer portal is an efficient method of obtaining information by bypassing queues or waiting for return mails or calls. This saves time for both, your customers and employees. Plus, your service staff can work more productively when all customer related items become automated and can be accessed quickly Less Footfall at Branch Offices More and more consumers today are becoming self-sufficient, and this can be good news for the business. Adding a customer portal to the organization offers customers access to their account 24/7 without the need to reach out to the business office directly

31 Benefits of Customer Portal Let's understand some of its Benefits Decrease in Total Walk-In Service Query Request / Ticket Volume This is where companies notice a change immediately after their customer support portal goes live. The more customers can answer their own questions online whenever they want to, the less likely they are to submit a ticket or visit the Branch Office. This results in a direct reduction in query volume and the number of support tickets you receive every day and focus more towards Revenue generation parameters Reduction in the amount of time Branch Personnel spend on simple Queries With the ticket volume lowered, most of the queries that reach Branches are true issues. Spending a lot of time with simple inquiries such as how do I reset my password is no longer common because a self-service portal will answer these questions for most customers. Fewer tickets results in Branch personnel resolving incoming customer concerns faster because they don t need to spend time on common requests Direct Submission of Service Request and Tracking status With the option to directly submit a Service Request Online, the dependency on Branch Office is reduced thereby reducing queries related to Service Request status as customer s have direct access to check and get instant status of their Service Request. This leads to enhanced customer satisfaction

32 THANK YOU Happy Servicing..!