LOLC General and Life secure top spots in customer excellence

LOLC General Insurance and LOLC Life Assurance have secured top positions in the latest LMD rankings, earning recognition as the second and third best service providers in the general and life insurance categories, respectively. 

This remarkable achievement emphasises LOLC Insurance’s firm commitment to delivering superior customer service and innovative solutions, reaffirming its leadership in Sri Lanka’s insurance industry.

For LOLC Insurance, prioritising customer service is not merely a policy, it is a deeply ingrained culture. Every employee, from the leadership team to frontline staff, embraces a customer-first mindset, ensuring exceptional experiences at every touchpoint. The company’s dedication to customer excellence is reflected in its tailored, innovative solutions and transparency in processes, all aimed at proactively addressing challenges and continuously enhancing the customer experience. This commitment sets the company apart in the industry, fostering long-term, trust-based relationships.

Commenting on this achievement, LOLC General Insurance Chairman Kithsiri Gunawardena stated, “This recognition is a testament to our customer-first approach and the dedication of our team. It reflects the trust our customers place in us and motivates us to continue enhancing our service standards.” 

He highlighted the success of Honours, Sri Lanka’s first loyalty programme in the insurance sector, which features over 150 merchant partners. This programme offers customers benefits everyday beyond claims, sometimes even covering the premium paid during the year, thereby elevating the customer experience to new heights. 

Gunawardena further emphasised the importance of understanding and meeting the evolving expectations of customers across generations. 

“By segmenting the market and using targeted outreach strategies, we ensure that we address the diverse needs of our customers. Considering the extremely low insurance penetration in the country, our aim is to expand the industry’s reach and tap into a vast ‘blue ocean’ of opportunities, rather than competing with others for the existing market share,” he added. 

LOLC Life Assurance Director/CEO Nadika Opatha also shared her thoughts on the rankings.

“Being placed amongst the top three service providers reflects our relentless efforts to prioritise customer needs while setting new standards for innovation and care. We are committed to transforming the insurance experience to deliver unmatched value and exceptional service.” 

Opatha further highlighted LOLC Insurance’s industry-first innovations, including Sri Lanka’s first cashless in-patient claims process, advanced digital platform LOLC Insurance OneClick and fully digital e-proposal systems and BYO platform. Through these innovations, its focus has always been on simplifying and enhancing the insurance experience. These developments have enabled the company to streamline policy management, claim processing and payments, minimising manpower and acquisition cost all of which contribute to delivering exceptional value to its customers.  

She also noted the success of LOLC Life Assurance Health Maxx, which offers Sri Lanka’s highest medical benefit plan of Rs.100 million, a testimony to its commitment to providing unparalleled protection to its customers.