What operational changes have you implemented recently, and how have these improvements impacted overall efficiency and service delivery at People’s Insurance?
At People’s Insurance, we have recently undertaken several key operational changes aimed at enhancing both efficiency and service delivery.
One of our core strengths is our technical team, with each technical department headed by individuals with significant industry experience and expertise in their respective job functions. We have focused on ensuring this technical knowledge is effectively disseminated throughout the organization, resulting in highly skilled underwriters and claims handlers. This emphasis on technical proficiency has markedly improved our underwriting quality and claims accuracy, contributing to our position as one of Sri Lanka’s most profitable general insurance companies.
In addition to bolstering our technical capabilities, we have significantly expanded our island-wide sales force. By delegating underwriting authority and ensuring the availability of staff with technical expertise at branches, we have empowered regional and branch underwriters, which in turn has resulted in streamlined processes and reduced the need for frequent approvals from Head Office. This decentralization has led to enhanced operational efficiency and faster decision-making.
Moreover, we are actively engaged in continuous system infrastructure upgrades to adapt to the evolving needs of the insurance market. These developments ensure our systems remain competitive and responsive, further strengthening our service delivery.
Together, these operational changes have not only improved our efficiency but also enhanced the quality of service we provide to our customers.