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| Royal Sundaram's ISO Certificate for Health & Accident Claims extended |
| Announcement / Corporate Sep 24, 2009, 12:21 IST |
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Royal Sundaram received an extension of ISO 9000:2000 certification for Health and Accident claims for another year. Alignment of their processes and systems to ISO norms, methodical processes adopted in claims handling and pro-active customer-focused approach in resolving customer complaints were instrumental in the extension of the ISO certification for Royal Sundaram.
The audit of Royal Sundaram’s processes and systems was conducted by Bureau Veritas to ascertain their adherence to ISO international standards. The first audit was conducted in June 2008 and the certificate was given on July 08. The validity of the certification was subject to the condition that Royal Sundaram passed through rigorous annual surveillance audits without any non-conformities. Following a surveillance audit in June 09, the certifying body M/s. Bureau Vertitas officially confirmed the extension and validity of the certification.
Concerted efforts to drive efficiencies associated with claims and ensure an effective delivery framework have been the major drivers to this end. Prompt redressal of claims is the principal driver of customer satisfaction. Customer satisfaction is also based on meeting or exceeding customer’s requirements and to achieve this objective, the business has to be organized to do best what matters most to customers.
Managing Director, Ajay Bimbhet said that customer is the key to the success of any Business and maximizing operational efficiency to enable efficient claims solutions was the key to customer satisfaction. He said that only through measuring customer satisfaction could one develop sufficient understanding of customers’ requirements and how they perceive your organization and whether your performance meets their requirements.
ISO 9000:2000 requires an organization to put in place an effective system for monitoring a customer’s views and stipulates that the central purpose of a quality management system is to ensure that the organization provides services that satisfy customers. This international standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.
The ISO 9000 quality management standard requires registered companies to measure customer satisfaction. The customer Satisfaction Measurement for ISO 9000 has guidelines on the conduct of a professional customer satisfaction survey that will produce reliable results while being consistent with the requirements of ISO 9001:2000. Every step of the customer satisfaction measurement process is linked to appropriate clauses in the ISO 9001:2000 statement.
About Royal Sundaram
Royal Sundaram is a joint venture between Sundaram Finance and RSA, one of the oldest insurance providers in the world. Royal Sundaram was the first private non-life insurance company licensed to operate in India. Royal Sundaram offers a range of innovative general Insurance products which includes Motor, Health, Personal Accident, Home and Travel Insurance for individual customers. For Commercial clients, Royal Sundaram offers a wide range of specialised insurance covers in Fire, Marine, Engineering, Liability and Business Interruption risks. Royal Sundaram also offers specially designed products to the Small and Medium enterprises and Rural customers. Royal Sundaram currently has over 2.5 million customers, over 1750 employees and its products are distributed in over 150 cities across India, through Agents, Distribution Partners, Affinities and Brokers.
About Sundaram Finance
Sundaram Finance, an AAA (pronounced Triple A) rated Non-Banking Finance Company, is one of the most respected financial services companies in India. The Sundaram Finance group’s operations span Vehicle finance, Home mortgages, Asset management, General Insurance, Business process outsourcing, IT solutions and distribution of financial products. Sundaram Finance has a network of over 320 branches across India with over 2,500 employees.
About RSA
With almost 300 year heritage, RSA is one of the world’s leading multinational quoted insurance groups. RSA writes business in over 130 countries, with major operations in UK, Scandinavia, Canada, Ireland, Asia and the Middle East and Latin America. Focusing on general insurance, RSA’s net written premium was GBP 6.5 bn, with strength of over 22,000 employees, worldwide, as on 31st December 2008.
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