The Insurance Company of the West Indies (ICWI) has introduced the first WhatsApp interface for business transactions by a local insurance company.
The popular user-friendly interface became available to customers and potential customers of ICWI on September 9.
ICWI Vice President of Marketing, Distribution and Human Resources, Samantha Samuda noted that the decision to incorporate WhatsApp in its communications suite reflects the company’s commitment to keeping pace with global trends to better serve its customer base and create greater ease of doing business.
“WhatsApp has arguably become the communication platform of choice for most Jamaicans and as you know ICWI recently celebrated its 50th Anniversary, so what better way to stay true to our motto -“serving is all we do” and reinforce our commitment to serving our customers, then allowing them to do business with us the way they are comfortable. Clearly we recognize that our target market is very diverse and their needs vary, we want to offer them a choice in how to do business with us.”
Samuda stated that through the addition of the WhatsApp interface, ICWI intends to provide an even better customer experience, to increase customer loyalty, generate new business and thus boost sales in an increasingly competitive market.
“With Whatsapp, anyone who would like to contact ICWI is more than welcome – simply add us in your WhatsApp contact [876-545-ICWI or online at icwi.com/whatsapp]. Persons can get a quote, renew, start a claim or simply ask general questions; convenience is the key.”
The WhatsApp facility is the latest confirmation, she said, of ICWI’s track record of innovation geared at recognising customers and efficiently meeting their needs. Among the previous innovations are a Concierge Service (with policy renewal and delivery, either direct or via email, of documents), online chat, premium financing, Accident Alert (introduced for the now-defunct BlackBerry platform), premium payments online as well as by phone, and quote sourcing online, through its “Click and Go” service. The company has also introduced several affinity schemes, including its popular Road Angel programme. It also boasts the island’s largest branch network, with 13 branches.
Since its introduction in 2009, WhatsApp has quickly become the preferred communications/instant messaging platform globally, with over 1.5 billion users as at the end of 2018. WhatsApp allows users to make voice and video calls, send voice and text messages, share images, video and other documents and media.