GPI Introduces 'Support Team': A Revamped Policyholder Service System
In times of crisis, insurance holders require more than just financial backing – they seek emotional and comprehensive support. Recognizing this, GPI has unveiled its new 'Support Team' system, designed to stand by policyholders every step of the way.
“Our aim is for our customers to experience our unwavering support, both emotionally and financially, throughout their journey with us. The recent changes we've introduced are rooted in this philosophy, and we're confident our clients are already discerning the enhanced quality," the company said in a statement.
From the very first call, support managers are actively involved, addressing concerns and even providing onsite assistance when required.
Nino Khachapuridze, Head of Human Resources Management and Support Division, shared insights about the revamped system. “The modifications aren’t merely technical. Our customers will be aided by highly competent support managers well-versed in the relevant sectors. For instance, our healthcare wing features professionals with medical backgrounds. Likewise, our approach to non-life insurance is holistic. What sets our system apart is the comprehensive retraining our managers undergo, ensuring they offer not just expertise but also empathetic assistance to the insured. This pivotal shift assures us that our team will remain steadfast in supporting our clients throughout the process."
With over 200,000 insured members, GPI Holding has now bifurcated its service into two dedicated teams: medical and non-medical. Customers can avail services via multiple channels. While one can purchase policies or claim reimbursements via the 'MyGPI' app or the company website, the support team ensures they are present by the customer's side during activation or any other needs. Additionally, they are streamlining communications to enhance service delivery.
GPI Holding, a stalwart in the Georgian insurance market for 22 years, has consistently been at the forefront. In 2022, the company witnessed a 19% surge in the premium. With a commanding presence in both corporate and retail insurance, GPI was the pioneer in Georgia to proffer fully remote insurance services. Furthermore, since 2006, GPI Holding has been an esteemed member of the Vienna Insurance Group, the largest international investor in Georgia. The group commands respect across Central and Eastern Europe, boasting a portfolio of 50 companies spread across 25 European nations.