Valuing a Secure Life – Head of Life Operations at SANASA Life Insurance Company PLC, Prasad Pansalwaththa

Q. How did SANASA Life adapt its operations to be more accessible to the customer during the pandemic?

This COVID-19 pandemic has had a profound effect on our customers as well as our staff. First, we had to take immediate actions to prevent the spreading of the virus through our officers and the clients. Therefore, we introduced the work from home concept and provided all the necessary technical equipment and internet facilities to our staff. This enabled us to carry out all our operations remotely.

We also started a telecommunication division under the underwriting department to maintain constant contact with our existing customers and to provide the services they need and also to connect with new customers.

The special thing is that we automated our work by focusing on a paperless concept, which also introduced the smart agent, e- Proposal, and e-policy concepts which greatly helped us to maintain our business volumes even with the pandemic. To facilitate this process, a fully-fledged information system solution is being developed that will enable our customers to experience a range of services from their mobile devices. 

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