20 Oct 2016

Botswana Life Insurance Limited (BLIL) has launched an affluent service centre to facilitate efficient customer service.
During the launch on Tuesday, Permanent Secretary to the President, Mr Carter Morupisi, said the initiative set BLIL apart from the rest thereby positioning it as an organisation that did not only care about attracting customers, but worked hard to retain them.
He said the affluent service centre, located in the Gaborone Central Business District, came at a time characterised by highly competitive industry, innovative as well as segmented products and services.
As the longest serving life insurance company in Botswana, Mr Morupisi commended Botswana Life for continuously being in touch with the demands of the modern-day customer.
“The one-size-fits-all approach in providing service is no longer relevant. Service ought to be tailor-made to suit specific demographics and therefore make it extremely convenient and much friendlier to do business with any given organisation,” he said.
When Botswana Life rebranded in 2015, an event that also saw the company celebrate 40 years of its existence, the commitment from the leadership was that rebranding was done in order to align the company’s corporate identify with its new strategic direction; and reposition it into a dynamic, competitive business environment for the benefit of the customer.
Botswana Life therefore adopted a new set of brand values of caring, connected, committed and courageous; testimony that indeed a world-class, value-adding, seamless, efficient customer experience is core to your organization.
“I believe that the affluent customer service centre we are launching today, is indeed a tangible result of those values you have promised to deliver on,” he said.
Head of Botswana Life affluent service centre, Ms Colleta Simbanegavi, said the centre was the first of its kind in the Botswana insurance market.
Focus within the insurance markets, Ms Simbanegavi said had been on segmentation of the markets to better serve customers’ financial needs, expectations and preferences from the unbanked to the affluent.
“This is in an effort to meet the expectations of a seamless customer experience mainly in terms of usability, reliability and real-time functionalities,” she said.
In realisation that the insurance industry in Botswana was generally trailing behind technological developments and international trends, Ms Simbanegavi said “we decided to take the lead to revolutionalise the industry.”
The launch of the centre, she said marked the beginning of a redefining journey for the company and the insurance industry at large.
“I am sure you will agree with me that while generally businesses operate in silos, your needs as our customers are not in silos,” she said. ENDS