HNB Assurance celebrated Customer Service Week 2024 with a series of events that spanned from October 7th to 11th, celebrating the dedication and service of its customer-facing teams. This year's theme, Above and Beyond, perfectly captured the essence of HNB Assurance’s commitment to exceeding customer expectations and reinforcing its customer-centric approach.
Throughout the week, the company organized interactive activities, workshops and appreciation events, all aimed at recognizing and empowering those who are at the frontlines of servicing policyholders. The celebrations highlighted the pivotal role that the customer experience plays in delivering on HNB Assurance’s promise of protection and care to its valued customers.
CEO of HNB Assurance, Mr. Lasitha Wimalarathne, speaking at the Customer Service launch event, stated, “Customer Service Week is a special time for us to pause and acknowledge the incredible efforts of our team, who embody the spirit of going ‘above and beyond’ every day. At HNB Assurance, we believe in not just providing insurance but in offering a promise which is a commitment to being there for our customers when they need us the most. This week is about celebrating that commitment and recognizing the passion and dedication of those who make this happen.”
HNB Assurance's commitment to customer service goes beyond traditional interactions. With a strong focus on continuous improvement, the company invests heavily in technology, training and innovations to ensure its customer experience team is empowered to handle every need with precision and care.
“At HNB Assurance, we believe we don’t just offer insurance, but an intangible promise to our customers, which requires trust and exceptional service making sure we are there when they need us the most. Having understood this we have invested over LKR 1 billion to streamline and introduce new systems that allow our customers to seamlessly connect with us, ensuring a smoother and more efficient experience.” added, Mr. Wimalaratne.
Chief Marketing and Customer Experience Officer / General Manager of HNB Assurance, Mr. Dinesh Yogaratnam, emphasized on the importance of the week, stating, “Customer centricity is no longer a ‘good to have,’ but a must-have in today’s competitive landscape. It’s the driving force behind our ability to deliver exceptional service, building lasting relationships and fulfilling the promises we make to our policyholders. In this regard, our service teams play an essential role in delivering on the promises we make to our policyholders, ensuring that they feel secure and valued. This week is about celebrating them and also empowering them to continue their journey of offering world-class service with a personal touch. My sincere thanks to all our teams for going ‘above and beyond’ making this possible”
Jul
HNB Life PLC entered a Memorandum of Understanding (MOU) with the Government Medical Officers' Association (GMOA), marking the beginning of a strategic collaboration aimed at delivering enhanced value and protection solutions to medical professionals across Sri Lanka.Through this collaboration, GMOA members will gain access to tailored life insurance solutions from HNB Life, complemented by a range of exclusive benefits and value-added features designed to support their long-term financial security and protection needs.Speaking at the MOU signing, Executive Director / Chief Executive Officer of HNB Life PLC, Lasitha Wimalaratne, stated, "At HNB Life, we are committed to creating meaningful solutions that address the evolving needs of different customer segments. This MOU signing with GMOA represents an important step in extending specialized protection and wealth creation opportunities to Sri Lanka's medical community. We are pleased to collaborate with GMOA and offer enhanced benefits, enabling members to secure their future and that of their loved ones with greater confidence."Sharing his thoughts, Dr. Sanjeewa Tennekone, President of GMOA, stated, "The wellbeing and financial security of our members remain a priority for the GMOA. We are pleased to enter into this collaboration with HNB Life, which offers our membership access to a tailored solution with added benefits. We believe this initiative will provide meaningful value and support our members in planning for their long-term financial goals."Commenting on the significance of the collaboration, Harindra Ramasinghe, Executive Vice President / Chief Business Officer Advisor Distribution of HNB Life PLC, stated, "Medical professionals dedicate their lives to caring for others, and it is equally important that they have access to financial solutions that safeguard their own future. Through this collaboration, we are able to provide GMOA members with a comprehensive proposition that combines investment, protection, long-term value, and exclusive benefits designed to complement their professional and personal aspirations."Mr. Prabath Sugathadasa, Secretary of the GMOA, stated, "This collaboration with HNB Life reflects our ongoing commitment to identifying opportunities that enhance the overall wellbeing of our members. Beyond professional development, financial security is an important aspect of long-term stability for medical professionals. We are pleased to collaborate with HNB Life to provide our members with access to tailored life insurance solutions and exclusive benefits that will support them in planning for the future with confidence."
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Jul
As part of its ongoing transformation journey following the transition to HNB Life, the company has introduced a refreshed professional identity for its sales force along with a new digital learning platform. These initiatives reflect HNB Life’s commitment to building a digitally enabled and highly skilled team focused on delivering greater value to customers.HNB Life has elevated the traditional “Advisor” role to “Life Planner”, marking a significant step in strengthening professionalism and enhancing the way its sales force engages with customers. This new identity reflects a more modern and purpose-driven approach, where Life Planners go beyond providing financial advice to become trusted partners who understand life goals, offer meaningful guidance, and help customers plan their financial future with confidence.This transformation is driven by the belief that customers today expect more than advice. They seek professionals who can support them through different life stages with clarity and trust.Speaking on the initiative, Mr. Harindra Ramasinghe, EVP / Chief Business Officer, Advisor Distribution Channel of HNB Life, stated: “This transformation marks an important step in how we prepare our people for the future. With the introduction of the Life Planner identity and NexE, we are not just enhancing training, we are reshaping how our advisors grow, think, and deliver value. Our focus is to build a highly capable, digitally empowered team that can guide customers with confidence through every stage of life. This is a key milestone in strengthening both our people and our purpose as HNB Life.”To support this elevated role and enable continuous development, HNB Life has introduced NexE, the new identity of its Learning Management System (LMS). NexE is derived from the phrase “Next Era of Education” and represents a next-generation digital learning platform designed exclusively for HNB Life Life Planners.Senior Vice President / Head of Training & Development at HNB Life, Mr. Shiran Fernando, added, “NexE is more than a learning platform, it is a Personal Growth Engine designed to support continuous development at every stage of a Life Planner’s journey. It enables learning that is flexible, structured, and outcome-driven, ensuring our teams are equipped with the right knowledge and skills at the right time. By combining digital learning with clear career pathways, we are creating an environment where growth is continuous and performance is future-ready. This learning journey will also directly support the transition into the Life Planner role, helping our salesforce strengthen the capabilities needed to succeed in this elevated identity”
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Jun
As HNB Life enters a new chapter following its transition from HNB Assurance to HNB Life, the company continues to build on a proud 25-year legacy of protecting and empowering Sri Lankans. Marking this milestone through meaningful community engagement, HNB Life celebrated the Vesak season with a series of initiatives centered on gratitude, togetherness, and shared blessings.The celebrations commenced with a special effort to recognize and promote local entrepreneurs who contribute to the vibrant Vesak season each year. By shining a spotlight on small business owners operating Vesak-related stalls and ventures, HNB Life sought to support their livelihoods while encouraging the entrepreneurial spirit that strengthens communities across the country.The company further extended its involvement through a series of activities at Lankaramaya in Anuradhapura, including the painting of the sacred stupa and participation in several Vesak-related community events, bringing together employees, partners, and well-wishers.As HNB Life begins this new era, the Vesak season served as a meaningful reminder of the relationships and trust that have shaped the company's journey over the past 25 years. The transition from HNB Assurance to HNB Life represents more than a change in name, it reflects the company's continued evolution and renewed commitment to helping individuals and families protect what matters most while achieving long-term financial wellbeing.The Vesak initiatives were carried out with the intention of sharing positivity and seeking blessings for customers, employees, business partners, and communities across Sri Lanka. They also serve as a precursor to a series of Poson-related activities planned for the coming weeks, further reinforcing the company's commitment to engaging with communities and celebrating the values that bring people together.
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