Santam proudly announces WhatsApp policy administration and claims channels for clients
Creating intuitive client journeys enabled by technology is one of Santam’s strategic building blocks as part of our efforts in building a FutureFit Santam. In pursuit of this strategic intent to deliver on stakeholder expectations now and into the future, we are thrilled to launch WhatsApp as a brand-new channel for our clients.
This new WhatsApp functionality enables self-service for policy documentation requests as well as claims services. With this convenient and instant self-service at the clients’ fingertips, policy documents can be requested instantaneously anytime, anywhere, and claims can be registered and tracked from the palm of their hand.
The policy self-service functionalityenables Santam Personal Lines clients to request policy documents by sending a WhatsApp message. The client will need to confirm the request by submitting the main policyholder’s ID number and the one-time pin (OTP) that will be sent via SMS to the cellular number listed on the policy. By using this functionality, clients will have the option to request a policy schedule, a Confirmation of Cover letter or a territorial (border) letter. The availability for commercial documents will follow during a subsequent phase.
You will receive a notification message via the Broker Portal when your client has requested a policy schedule.Click here for a step-by-step guide that will guide you through this notification message.
The claims self-service and chat functionalityenable Santam clients and you as intermediary to register claims, track an existing claim, upload claims-related documentation such as damage reports, photos, etc. and request emergency assistance and support such as home-drive assistance and home-based service support, or chat to us about their claim.
Your benefits for using the WhatsApp self-service include:
- Client support from the palm of your hand
- Reduced dependency on Contact Centres
- Immediate and direct chat with dedicated claims service consultants at anytime, anywhere
- Better client support and satisfaction
- Less administrative effort in your office
- You and your clients must add the Santam self-service contact to your phone by using 0860 505 911 for claims and 0860 102 001 for policy documentation or scan the QR codes in the respective infographics for policy documentation administration and claims services.
- Then open WhatsApp and find Santam self-service under your contacts. Start your chat by typing “Hi” and follow the clear prompts to complete your request.
- The Santam Digital Support Hub is available for any technical or navigational support. For further enquiries, contact them at digitalsupporthub@santam.co.za or on 0860 111 370.
We are excited about the benefits this functionality can bring to the growth of your business and overall service levels to clients and encourage you to share news of this channel with all your clients.
Over the following few months we will also be driving an online campaign to encourage you and clients to download, register on and use the Santam self-service platforms.
Thank you for your continued support.
Keep well
Andrew Coutts
EXECUTIVE HEAD: INTERMEDIATED BUSINESS
COMMERCIAL AND PERSONAL
Source: Santam | Andrew Coutts
Provided by Vaal Triangle Insurance
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