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We've got you Covi(r)d

First National Bank
South Africa
Customer Experience 2021

Elevator pitch

FNB Life's response to the COVID-19 pandemic to ensure we're their for our customers even through this once in a lifetime occurrence.

Innovation Presentation

The COVID-19 pandemic and subsequent lockdowns to prevent transmission of the virus caused thousands of FNB customers to lose an income. Our Credit Life policies cover the minimum instalments due on customers FNB credit agreements when they are unable to earn an income. The number of claims received on these policies increased from 40 per day to around 4000 per day. We had to quickly devise solutions to pay-out claims as quick as possible and minimise customer angst through this stressful time. The solution consisted of a few parts: enhanced claims submission and tracking through the FNB App, proactive claims, workflow optimisation and automation of tasks which were previously performed manually.

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