Gibraltar BSN Launches Malaysia's First Whatsapp E-policy Delivery System

• Customers can instantly download insurance policies via WhatsApp at their convenience.
• GINA (Gibraltar INtelligent Assistant) will provide customer service 24-7 on WhatsApp.

Kuala Lumpur, 23 August 2019 – Gibraltar BSN Life Berhad (“Gibraltar BSN”), one of Malaysia’s fast growing life insurance companies, today launched its first-in-market WhatsApp e-Policy delivery system. To further complement customer experience, the life insurer also introduced GINA (Gibraltar INtelligent Assistant), a Chatbot to provide instant, efficient and superior customer service on WhatsApp 24-7. 

Rangam Bir, Chief Executive Officer of Gibraltar BSN said, “Technological advancements have driven a change in consumer behaviour where today’s customers expect instant gratification. We are proud to be the first insurer in Malaysia to deliver immediacy and convenience to our customers by leveraging WhatsApp, a popular household messenger app that allows our customers to easily retrieve their insurance policies whenever they want, gain answers to their queries instantly 24-7 or even download claim documents.” 
With more than 1.6 billion users, WhatsApp is currently the world’s most used messenger app today[1]. WhatsApp also dominates the Malaysian market according to the Internet Users Survey 2018 published by the Malaysian Communications and Multimedia Commission.

Rangam Bir added, “With 86% internet penetration in Malaysia [2], Gibraltar BSN sees plenty of opportunities to deploy digital solutions that can further enhance the level of customer engagement and experience. Today’s launch of our innovative WhatsApp initiatives marks another milestone in our digital transformation journey and we will continue to expand our digital capabilities and reach to ensure that protection can be easily accessible to all Malaysians.” 

Upon policy issuance, a Gibraltar BSN customer will receive an SMS informing them that their e-Policy is ready together with a link to download the e-Policy on WhatsApp. Existing customers can add Gibraltar BSN’s business phone number +603-2299 2477 to chat with GINA on WhatsApp and obtain basic information on branch locations, list of panel hospitals, performance of investment-linked funds, download forms and even ask to speak to a Customer Careline representative.

The launch of Gibraltar BSN’s WhatsApp e-policy delivery system and Chatbot GINA comes hot on the heels of iLyfe, a digital sales solution for agents, launched on 15 August 2019. These digital initiatives are among the many achievements under ASCEND, a 3-year Transformation program that will see Gibraltar BSN becoming a stronger and more dynamic competitor in the Malaysian life insurance market. 

[1] Source:  Active Users of Top Social Platforms, We are Social, 2019

[2] Source: Internet Users Survey 2018, published by Malaysian Communications and Multimedia Commission, based on 27.8 million users

In photo, from left to right:

• Susan Ong, Chief Marketing Officer, Gibraltar BSN Life Berhad
• Rangam Bir, President and Chief Executive Officer, Gibraltar BSN Life Berhad
• Chua Kim Soon, Chief Operating Officer, Gibraltar BSN Life Berhad