4 minute read
Gamechanger that offers clients peace of mind
When we meet our customers’ needs, we deliver results. This is the basis of sustainable success for any insurer. That’s why coming up with a solution that addresses the safety aspect of clients’ lives is good business practice. It indicates a willingness to partner with them to find ways to address their deepest concerns, says Etienne du Toit, Momentum Shortterm Insurance Chief Commercial Officer.
In September 2019, Momentum Short-term Insurance introduced Safety Alert, an innovative emergency panic button linked to armed response units. It’s a move that has been well received by clients and financial advisers alike.
Safety Alert transforms users’ cell phones into a panic button when they feel their personal safety, a family member’s or even a stranger’s safety is being threatened.
Du Toit says many South Africans face crime or high-risk situations on a daily basis. “Monthly security fees can be prohibitive for many people, who are trying to stay financially afloat in particularly trying economic times. “Available on the Momentum app, Safety Alert is a game changer as it offers Momentum Short-term Insurance Car and Home Insurance clients’ peace of mind at no additional cost for a limited period offer,” he adds. The app is not solely for use at home, but can be used while driving or walking. It is supported by a contact centre 24/7, 365 days a year. Trained personnel respond immediately when the panic button is activated, for safety or security related incidents.
Safety Alert is linked to more than 1 500 armed responders throughout South Africa. Activating it on a smartphone allows for the immediate pinpointing of a location and the dispatch of an armed response unit. This cuts out many of the delays that are typically encountered when having to call someone, explain the situation and give address details. Users must, however, ensure their location setting is active when initiating Safety Alert.
Du Toit says the response from clients has been incredibly positive. “Out of the positive feedback we have received, a few comments stand out for me. One person said that the feature gives her tremendous peace of mind, especially as she is a senior citizen and lives alone.
“Another person was delighted with the service she received after her car broke down in Johannesburg one morning and left her feeling unsafe. After using the new safety alert function on the Momentum App, she related how she received a call from the centre within 10 seconds of activating the alarm and was accompanied by two security personnel within four minutes, waiting with her until roadside assist arrived. Her comment: “From the agent in the call centre, to the security guards, who only left after everything was sorted out – you guys did a wonderful job.” Safety Alert is one of several safety benefits by Momentum Short-Term Insurance to provide clients with peace of mind. Among others, it also offers HomeDrive and Momentum Assist, which are aimed at enhancing personal, road and home safety. This bouquet of benefits was developed to help Momentum Short-term Insurance clients avoid risk or minimise the impact if a risk event does occur.
The Safety Alert feature fits well with HomeDrive and Momentum Assist and other solutions such as Safety Score and Safe Dayz TM , which were launched in 2017. We believe in the importance of innovation and finding smarter ways to help our clients not only to be safe, but also to reward them for doing so. The Safe Dayz™ feature allocates points to clients based on their good driving behaviour and smarter driving choices or taking the Gautrain. Clients can get up to 30% cash back on their yearly premiums, even if they claim.
Du Toit says financial advisers have voiced their delight with the responses they have received from their clients regarding the Safety Alert feature. “It is not only deemed an excellent value-add, but clients see it as a necessity, especially given the recently launched crime statistics.” He says Safety Alert is a strong selling point for financial advisers. “It supports the Momentum Short-term Insurance value proposition, which is underpinned by two main pillars – safety and convenience.
“This year, Consulta South African Customer Satisfaction Index (SA-csi) for Short Term Insurance identified Momentum Short-term Insurance as one of three insurers currently meeting customer expectations, giving credence to our ability to deliver on these brand promises.”
He concludes by saying that Safety Alert offers an additional layer of safety to clients. “It speaks to client-centricity and addresses our clients’ need for convenience, real time channels, self-service options and overall peace of mind from us. Technology is the key enabler of this type of offering and insurers who don’t evolve and diversify will be out of sync with consumer trends.
Etienne du Toit, Chief Commercial Officer, Momentum Short-term Insurance
