News
Ceylinco Life once again voted top life insurer in Sri Lanka for service excellence
Ceylinco Life has retained the top position for service excellence in Sri Lanka’s life insurance sector in an online survey conducted by LMD, Sri Lanka’s pioneering business magazine, to ascertain satisfaction levels of customers in multiple sectors of business.The life insurance leader was voted as the most popular entity for customer service in its category for the second consecutive year, in this survey which garnered over 2,800 responses across 22 categories of service organisations.
Outlining the rationale for the survey, LMD observed that the pandemic and the cost-of-living crisis have reshaped the expectations of what customer service means, and by extension, urged businesses to reconsider traditional service operations and pivot to a customer experience that is better adapted to current expectations, needs and trends. The online survey aimed to identify the most popular service providers in this context.
Commenting on being ranked No 1 in its category, Ceylinco Life General Manager – Marketing, Mr Samitha Hemachandra said: “Ceylinco Life goes the extra mile to deliver personalised care to its customers. This is why, to counter the disruptions caused by the pandemic, the company transformed its customer services onto digital platforms along with other multiple touch points to ensure consistency of the customer experience. These and other value additions such as tech-based solutions to make life easier for our clients to maintain their policies, have positioned the Company as the top life insurance provider in the Customer Excellence Survey.”
Ceylinco Life conducts internal and external surveys to cover all customer touch points throughout the life cycle of an insurance policy. Operating in compliance with the guidelines set by the Insurance Regulatory Commission of Sri Lanka, the Company also leverages its Customer Relationship Management (CRM) platform to obtain and analyse satisfaction scores, and pursue continuous improvement to ensure quality levels. Its multiple payment channels such as cash deposit machines, points of sale, supermarkets and ATMs at any bank in the country further add to the convenience of customers and expands the reach of the brand, the Company said.
Additionally, the Ceylife customer digital app enables customers to request services through the app, make premium payments or make inquiries 24/7, from anywhere in the world. The Company also stated that its entire sales process is currently on the verge of being digitalised and that it is in the midst of devising innovative life insurance products to match the needs of the current generation including new retirement plans.
LMD’s ‘Customer Service Excellence’ online survey was conducted over a period of nine weeks between July and September 2022. The poll which was hosted on www.LMD.lk asked participants to name their favourite establishment for service excellence, in categories including airlines, banks, hospitals, grocery stores, and hotels. The organisations that earned the highest number of votes in each category were named the most popular service providers in Sri Lanka.
Adjudged the ‘Most Valuable Life Insurance Brand in Sri Lanka’ by Brand Finance and certified a ‘Great Workplace’ in Sri Lanka for the third consecutive year in 2022, Ceylinco Life was declared Sri Lanka’s Service Brand of the Year by the Sri Lanka Institute of Marketing (SLIM) in 2021 and won the SLIM Kantar Peoples Award as the Most Popular Life Insurance Company in Sri Lanka for the 16th consecutive year, also in 2021. Ceylinco Life has been the country’s leading life insurer for more than half of the 34 years it has been in existence.
Other accolades won in respect of 2021 include the ‘Most Popular Service Provider’ in Sri Lanka’s Life Insurance industry from LMD, the ‘Most Valuable Life Insurance Brand’ in Sri Lanka from Brand Finance, one of the 10 Most Admired Companies in Sri Lanka from the International Chamber of Commerce Sri Lanka (ICCSL) in collaboration with the Chartered Institute of Management Accountants (CIMA) and one of the 10 Best Workplaces in Sri Lanka’s Banking, Financial Services and Insurance (BFSI) sector from Great Place to Work.
Ceylinco Life has close to a million lives covered by active policies and provides innovative life insurance solutions which offer protection while de-risking the goals and ambitions of the Company’s policyholders.
Latest News
USS Canberra makes port call in Colombo
The United States Navy’s USS Canberra (LCS 30) arrived at the port of Colombo for replenishment purposes on 12 Jun 26.
The visiting ship was welcomed by the Sri Lanka Navy
in compliance of naval traditions.
USS Canberra, a Littoral Combat Ship, is commanded by Commander J McLaughlin.
News
Complete the Proposed Education Reform Policy Framework Within One Month – President
President Anura Kumara Dissanayake has instructed officials to complete work on the proposed Education Reform Policy Framework within one month.
The President issued these instructions during a discussion held on Wednesday (10 June) at the Presidential Secretariat on the education policy concept paper presented by the National Education Commission.
At the meeting, the Chairman of the National Education Commission stated that the current education reforms are being undertaken across several pillars: early childhood education, general education (primary, secondary and tertiary), higher education, vocational education, technological education, digital education and non-formal education.
Attention was also given to Sri Lanka’s education system to date, the various education reforms implemented over the years, and the social changes brought about by those reforms. The President instructed officials to review previous education reforms and to take into account the key lessons emerging from them when formulating the new education policy framework.
Members of the Education Commission noted that, since the establishment of the National Education Commission in 1991, education policies have been formulated from time to time. They pointed out that a significant portion of the 1997 policy had been applied to primary education.
It was further observed that although a policy was formulated in 2016 for general education, it was not implemented accordingly. Likewise, while an education policy was prepared in 2023, it was not adopted as the national education policy. Attention was also drawn to the fact that previous education reform efforts had often been based on programmes developed according to the functions of education-related institutions, rather than on a clearly established policy framework guiding educational change.
Describing the present moment as a significant opportunity, the President emphasised that education reforms should be implemented in a manner that does not disrupt the continuity of the existing education process. Rather than creating a separate policy framework and attempting to operate independently through it, reforms should be integrated carefully into the functioning education system.
The President stated that this represents a considerable challenge for the National Education Commission. He also noted that it would be inaccurate to conclude that either the previous education system or the current one is entirely successful or entirely unsuccessful.
He stressed the importance of carefully identifying both the strengths and weaknesses of the existing system. He further observed that it is not possible to determine in the short term whether an education reform is successful or unsuccessful, as its impact must be assessed over the long term through the changes it brings about in society. For this reason, he emphasised that education reforms require greater caution and consideration than many other types of reforms.
Discussions also focused on the need to conduct an in-depth review of anticipated future social challenges and to incorporate into the new policy framework the elements necessary for developing citizens suited to a changing society.
Special attention was given to the need for a policy framework to regulate all sectors of education that are currently not subject to proper regulation, as well as to the adverse consequences arising from the lack of regulation of private education.
The importance of conducting research into university education reform and the regulation of private universities was also discussed.
Among those present were Prime Minister Dr Harini Amarasuriya, Deputy Minister of Education and Higher Education Dr Madhura Seneviratne, Deputy Minister of Vocational Education Nalin Hewage, Secretary to the President Dr Nandika Sanath Kumanayake, Senior Additional Secretary to the President Kapila Janaka Bandara, Secretary to the Ministry of Education, Higher Education and Vocational Education Nalaka Kaluwewa, Chairman of the National Education Commission Professor A. Sarath Ananda, and other members of the National Education Commission.
(PMD)
Business
Committee appointed for restructuring SriLankan Airlines
The Cabinet of Ministers has approved the appointment of a Committee, chaired by Senior Presidential Advisor on Digital Economy Dr. Hans Wijayasuriya, to conduct a strategic review and restructuring of SriLankan Airlines.
The other members of the committee are as follows:
• Senior Presidential Economic Advisor Duminda Hulangamuwa
• Financial and corporate strategy expert Deshal De Mel
• Transaction and investment banking, mergers and acquisitions expert Dumith Fernando
• The Secretary to the Ministry of Finance or his Representative
• The Secretary to the Ministry of Transport, Highways and Urban Development / a representative of the Civil Aviation Authority
• The Chairman of SriLankan Airlines
• Legal experts with specialised knowledge in corporate, aviation and public law
• Aviation industry experts to be appointed
The Government has recognised the urgent priority of undertaking a comprehensive strategic review of SriLankan Airlines, taking into account the broader macroeconomic context.
The main objective of this exercise is to establish a financially sustainable and commercially efficient national carrier, while reducing the long-term fiscal burden on the Government.
Accordingly, it has been deemed appropriate to establish a dedicated committee to carry out the strategic review and restructuring process in collaboration with the International Finance Corporation (IFC), which is serving as the Transaction Advisor.
The committee will be responsible for:
• Conducting an independent review and assessment of the airline’s strategic direction and future course of action
• Recommending restructuring requirements and possible restructuring models
• Evaluating specific strategic options and identifying the most suitable course of action aligned with the Government’s overall objectives
• Providing oversight, guidance and support for the implementation of the selected strategy and execution framework determined by the Government
The committee will function for the duration of the strategic review and restructuring process, or until it is formally dissolved by the Government of Sri Lanka.
(PMD)
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