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    conVRse – A Virtual Reality customer service platform

    conVRse

    conVerse

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    What is conVRse

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    conVRse is an experiential Virtual Reality (VR) platform which provides an immersive and  personalized experience to customers. conVRse will add another dimension to customer servicing experience where customers get an instant access to experts, view their policy details,  service requests executed real time, know status of their claim amongst many others, all while having an interactive experience. 

    When customers put on the VR headset they find themselves in a 3D simulated virtual room, face to face with PNB MetLife’s insurance expert “Khushi”, a virtual avatar. 

    conVRse has been built in collaboration between MetLife’s innovation center – LumenLab in Singapore and PNB MetLife in India.

    Benefits & Servicing Options

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    We operate in a dynamic environment where technology helps us engage with our customers in new and exciting ways. The customer expects better service standards equivalent to other industries.

    conVRse, PNB MetLife’s Virtual Reality based platform, enables customers to experience the best in innovation and servicing in the insurance industry.

    Key Benefits of conVRse:

    • Interact with 'Experts' for easy access to information and real time resolution
    • 'Education & 'Training' in an immersive environment
    • 'Transparency & Trust' driven by superior technology

    Host of Servicing Options

    Easy Access to Information

    • Policy details
    • Policyholder details
    • Premium payment
    • New application
    • Fund value
    • Payment refund
    • Policy document

    Service Requests

    • Address change
    • Mobile/Email update
    • Change in Premium mode 
    • Apply for a Policy Loan
    • Fund Switch
    • Bank account
    • Standing instructions
    • PAN/Aadhar update

    Claims

    • Intimation
    • Submission process
    • Track status

    Customer Feedback

    • Registration
    • Track resolution

    conVRse experience zones

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    Ahmedabad

    PNB MetLife India Insurance Co. Ltd., Unit No. 201, 202, 203, 2nd Floor, Sun Square, Near Klassic Gold Hotel, Off  C.G Road,  Ahmedabad – 380009.

    Bengaluru
    PNB MetLife India Insurance Co. Ltd., “Thunga Complex” 1st and 2nd Floor, # 25, 32nd A Cross Road, 7th Block Jayanagar, Beside City College, Opp Bangaluru International Academy, Bangaluru – 560082. 

    Kochi
    PNB MetLife India Insurance Co. Ltd., Thadikaran Centre, 2nd Floor, Palarivattam, Kochi - 682025.

    Chandigarh
    PNB MetLife India Insurance Co. Ltd., CP-1524, 2nd & 3rd Floor, SCO 68-69, Sector 17B, Chandigarh-160017. 

    Delhi
    PNB MetLife India Insurance Co. Ltd., S-214, 215, 216, 2nd Floor, King's Mall, Plot No. 1B1, Twin District Centre, Sector-10, Near Rohini West Metro Station, Rohini- 110085. 

    PNB MetLife India Insurance Co. Ltd., Unit No.4, (Flat No.201, 2nd Floor, Plot No.7 & 8),Vardhman Trade Centre, Nehru Place,  New Delhi - 110 019. 

    PNB MetLife India Insurance Co. Ltd., 3rd Floor, 10201-10202, Padam Singh Road, Karol Bagh, New Delhi-110005.

    Hyderabad
    PNB MetLife India Insurance Co.Ltd.,5th Floor,  # 6-3-1085/502, Dega Towers, Rajbhavan Road, Somajiguda, Hyderabad, Telangana – 500082. 

    Srinagar
    PNB MetLife India Insurance Company Ltd., 2nd Floor, Hadika Building Complex, Hadika Bagat Barzulla, Srinagar-190005.

    Kolkata
    PNB MetLife India Insurance Co.  Ltd., "Kashi Niket ", 1st Floor, # 190 C, Satin Sen Sarani, Kankurgachi,  Kolkata - 700 054. 

    PNB Metlife India Insurance Co. Ltd. 20A, Park Street, 1st & 2nd Floor, Kolkata-700016. 

    Lucknow
    PNB MetLife India Insurance Co. Ltd., 1st Floor, The Commercial Motors Building, Hazrat Ganj, lucknow - 226 001. 

    Mumbai
    PNB MetLife India Insurance Co. Ltd.,  3rd & 5th Floor – Unit No. 301, 503 &504, 3rd Floor, DLH Park, Opposite MTNL Office, S V Road, Goregaon West, Mumbai – 400062. 

    PNB MetLife India Insurance Co. Ltd., 2nd Floor, Neelyog Sq., Office No. 203, Ghatkopar (E), Near Railway Station, Mumbai-400 075. 

    Pune
    PNB MetLife India  Insurance Co. Ltd., Office No. 10, 11A & 11B, 3rd Floor, CTS No.1237, Sneh Leela Apartments, Apte Road,Opp. Apte Sabhagruh, Deccan, Pune – 411004.

    Press Release

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    conVRse has also been covered 100+ times by national media houses including “Economic Times”, TOI, “HT”, and also on TV news channels like “NDTV” (Click here for video), online publications like Business Standard and showcased at events like BSFI Digital Summit.

    The conVRse launch event was graced by Shri T. S. Vijayan, Chairman, Insurance Regulatory and Development Authority of India (IRDAI) along with Shri Nilesh Sathe, Member Life IRDAI in the presence of MD & CEO, PNB MetLife at the company regional office in Hyderabad.

    Speaking on the occasion, Shri T.S. Vijayan, Chairman IRDAI, said, “My tryst with technology goes back to the early days of LIC. I believe that the core target audience for Life insurance are the young people. We need to create innovative engagement modules through gaming or interactive format to target that group and excite them. As a regulator our concern is that the customer gets the best service even in the remotest of locations. My vision is to automate the entire customer experience from sales, KYC, post sales on versatile platforms. I compliment PNB MetLife for doing this.”

    MD & CEO, PNB MetLife commented, “Our ongoing investment in technology underscores our philosophy to support continuous innovation and customer centricity. We are delighted to bring this ground breaking technology to our customers and revolutionize the concept of customer service for the 21st century.”

    “What I like about virtual reality is that it allows the customer to be the protagonist in their own financial journey.” said Zia Zaman, LumenLab CEO and Chief Innovation Officer of MetLife Asia.

    To read the entire press note, please click here

    conVRse experiences - The Voice of Customer

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    “Extremely good initiative and felt real time talking to the person, it was great”
    -    Mr. Navin Chettri

    “Interaction was extremely good which is new, innovative and easy. Prefer to have the VR set at home as well”
    -    Mr. Alok Kumar 

    "Its quite innovative and extraordinary experience which I haven't seen"       
    -   Mr. Sreekakolapu M Viswanath       
           
    "This technology is new and it makes the customer as if you are talking face to face with management office, wonderful"       
    -   Mr. Sutanu Chauduri       
           
    "More secure, fear of amount of withdrawal going into wrong accounts is eliminated"       
    -   Mr. S Raghavendra Setty

     

    Accolades received

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    awards
    1. Won the 'Technology Innovation Award' in Life Insurance at Fintelekt Insurance Awards 2017
    2. Won the 'Technology Initiative Of The Year' at National Awards for excellence in Insurance 2017
    3. Won the ‘BSFI Digital Innovation Award – VR Category’ by Indian Express Group 2017
    4. Won the ‘Innovation Of The Year’ at the 21st Asia Insurance Industry Awards 2017 held in Singapore
    5. Won the ‘Technology Initiative Of The Year’ at Life Insurance Leadership Awards 2017

    Over 98% of the 8,000+ customers serviced through conVRse voted their experience as superlative. In addition, a Net Promoter Score (tNPS) study conducted by Nielsen for the experience measured the score as 22. ~80% of the customers surveyed had an improved perception of PNB MetLife after taking the experience - on factors ranging from trust, ease of doing business, transparency, as well as helping them expand possibilities in life. conVRse also received an encouraging support by over 100+ media houses featuring the platform extensively.

    Disclaimer

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    As your trusted life insurance partner, PNB MetLife is with you amidst the current COVID-19 outbreak. Our policies also cover COVID-19 Claims. In case of a Death Claim, kindly submit the signed Claim Intimation Letter mentioning the policy number, brief of the insured event and other claim documents on the email mentioned herewith. Please write-in to us at claimshelpdesk@pnbmetlife.com or indiaservice@pnbmetlife.co.in. You can also call us on 1800-425-6969 for death claims intimations and for any queries on Monday - Saturday between 10:00 am - 7:00 pm.

    PNB MetLife Insurance, amongst the trusted Life Insurance companies in India, aims to provide a wide range of Life Insurance products that suits the needs of an individual at every stage of his life. Life Insurance Plans range from Term Life Insurance PlansTerm PlanProtection PlansLong Term Savings Plans , Retirement Plans & Child Education Plan.

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