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Ceylinco Life once again voted top life insurer in Sri Lanka for service excellence

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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.



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Negombo Prison bloodbath: Autopsies reveal brutal assaults

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Post-mortem examinations conducted on prison officers killed during the violent unrest at Negombo Prison have revealed that the victims were subjected to severe and brutal assaults, according to preliminary findings of the ongoing investigation.

A five-member team of Judicial Medical Officers carried out the examinations at the Negombo Hospital, uncovering evidence of extensive injuries caused by the violence.

Investigators have so far determined that the clash erupted after a group allegedly led by Suresh Pushpakumara, also known as “Katuwellegama Suresh”, who is suspected of links to narcotics trafficking and organised crime, attacked another group of inmates inside the prison.

Preliminary inquiries indicate that the victims of the assault were inmates suspected of providing information to prison authorities regarding illegal activities, including the smuggling of prohibited items into the facility.

One of the first victims of the violence was inmate Ganegoda Arachchilage Gayan Sampath, who died after being attacked during the initial stages of the confrontation.

The 31-year-old resident of Ashokapura, Naththandiya, had been remanded for about three and a half months over drug-related allegations. His elder brother is also currently in custody at Negombo Prison.

Relatives claimed that Gayan had provided information to prison officials about narcotics and other contraband allegedly being brought into the prison following his admission.

His mother alleged that her son had been subjected to a savage attack, claiming that he suffered severe head injuries and fractures to his limbs after being assaulted with iron rods by a group of inmates.

She said a senior police officer had informed her that her son had assisted prison authorities by providing information about illegal activities within the facility and that his actions may have made him a target.

According to her, authorities had identified around 15 suspects in connection with the attack and assured her that legal action would be taken.Meanwhile, prison authorities have decided not to house inmates at the Negombo Prison premises as the facility remains an active crime scene.

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Excise revenue jumps 60% as revenue stickers curb liquor tax fraud

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Sri Lanka’s excise revenue has surged by more than 60% over the past three years following the introduction of a revenue sticker system for liquor products, which authorities say has helped curb widespread tax evasion and counterfeit operations without costing the government a single rupee.

The Excise Department’s revenue increased from Rs. 170 billion in 2022, when the programme was launched, to Rs. 226 billion in 2024, with further growth recorded in 2025, according to a senior department official.

The revenue stickers programme, introduced on January 3, 2022, initially faced strong resistance from sections of the liquor industry. The official said many manufacturers had failed to comply with the requirement to affix revenue stickers to bottles, resulting in significant revenue losses to the state.

“Nearly 50% of the excise revenue due to the government was being lost,” the official said, adding that the department responded through intensified inspections and enforcement operations.

The official claimed that some industry players had opposed the system because it disrupted practices involving counterfeit stickers, unrecorded production and tax evasion. In one series of raids conducted in August 2023, counterfeit stickers were detected on liquor bottles at more than 6,000 locations, while around 100,000 bottles bearing fake stickers were seized within a week in February 2023.

Under the revenue stickers system, the financial burden is borne entirely by liquor manufacturers. The department said suppliers provide the stamps at a cost of about US$5.99 per 1,000 stickers, rising to approximately US$7.99 after port duties and clearing charges. The cost to manufacturers is around Rs. 1.21 per stamp.

The official said the programme produced immediate results, with excise revenue increasing by 17.7% in the first quarter after implementation, while liquor production rose by 9%. Toddy production recorded a sharp 200% increase as previously unreported production entered the formal taxable supply chain.

By May 31, 2025, the department had achieved 104% of its expected revenue target, collecting Rs. 98 billion during the period, the official said.

The Excise Department said the system conforms to international standards, including ISO 22382 guidelines for revenue sticker systems, and similar mechanisms are used in countries such as Nepal and Argentina.

by Chaminda Silva

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Sri Lanka Insurance Life declares record Rs. 14.68 bn bonus for policyholders

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The Lotus Tower illuminated in celebration of Sri Lanka Insurance Life’s record breaking 2025 Bonus Declaration

Sri Lanka Insurance Life (SLIC Life) has declared a record annual bonus of Rs. 14.68 billion to its policyholders for the 2025 financial year, the highest life insurance bonus announced by any insurer in Sri Lanka.

The company said the latest declaration raises the cumulative bonuses paid to policyholders since 2006 to Rs. 131.28 billion, extending its record of announcing the industry’s highest annual bonus.

SLIC Life said it maintained its financial strength during 2025, with total assets increasing to Rs. 275 billion and its Life Fund reaching Rs. 247 billion, the largest in the local life insurance industry. The insurer also settled an average of more than Rs. 1.35 billion a month in maturity payments and claims, amounting to approximately Rs. 16.2 billion for the year.

The company reported a Profit Before Tax of Rs. 4.3 billion for 2025, while Gross Written Premium (GWP) rose 24% year-on-year to Rs. 32.6 billion. New Business Premium Income increased by 42% to Rs. 7.56 billion.

SLIC Life said it continued to invest in digital services and customer experience while expanding its Life Loyalty Rewards programme.

Nusith Kumaratunga, Chairman of SLIC (Left) and Nalin Subasinghe, CEO of SLIC Life (Right) addressing the gathering

The insurer also highlighted its corporate social responsibility initiatives, including the ‘Pasal Piriyatha Surakimu’ programme, which has supported more than 3,365 underprivileged schools since 2007, and the ‘Suba Pathum Scholarship Programme’, under which more than 2,200 scholarships worth over Rs. 240 million have been awarded since 2014.

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