The ability to communicate directly and immediately with knowledgeable insurance professionals online, using Live Chat has arrived at ICBL.
Available on their website, www.icbl.com, the new Live Chat feature is an element of the company's digital transformation strategy, developed to enhance the customer experience by providing an additional communication channel.
"We put ourselves in the customers' shoes and zeroed in on improving their experience with ICBL," said SVP Insurance Operations Rawle Knight. "One of the things our customers love about us is our friendly, human touch. So, to create a platform where customers are speaking to live, insurance professionals, and not programmed robots is something that we're extremely proud of."
One of the first companies on the island to adopt the work from home model prior to the Government issued mandate to do so, ICBL currently runs its operations with a blended workforce system, where some employees work from home and others work from the office.
Over the past year, ICBL has consistently improved their digital capabilities by implementing several initiatives to elevate the customer experience. These include a restructure and realignment within the company to include a dedicated online support team. This change added several contact-less, online payment capabilities for multiple policy types, and switching to digital renewal notices, amongst other developments.