Cocolife, the biggest Filipino-owned life insurance company, was recently honored with the celebrated CXP Best Customer Experience Award 2024 and recognized on the International Finance Awards because the Best Customer-Centric Life Insurance Company within the Philippines for 2024. Cocolife also holds the excellence of being the one Filipino company to receive the CXP Best Customer Experience award amongst its Southeast Asian contemporaries.
The award honored Cocolife’s deep understanding of its customers’ needs and investments in cutting-edge technology to boost its service delivery.
In response to Teresa Bose, Cocolife’s Vice-President and Head of the Customer Experience Department, the corporate views excellent customer experience as the inspiration of its business strategy.
“We prioritize convenience, efficiency, and repair excellence. We don’t just sell insurance products, we deliver on our guarantees, providing peace of mind and security to our customers,” she added.
Cocolife’s recognition stems from its progressive approach to meeting individual client needs by leveraging advanced technology and various communication channels.
As an illustration, the corporate’s Quick Response Team ensures prompt and accurate replies through social media platforms like Facebook and Instagram, while its Client Resolutions Unit swiftly addresses customer concerns, turning challenges into opportunities for growth.
One other key factor behind this recognition is Cocolife’s Just Ask Live (JAL) platform, a real-time, video-based customer support tool that gives direct access to customer support representatives. The platform ensures quick and effective resolutions, setting a benchmark in customer support for the industry.
Similarly, the myCocolife App has streamlined how policyholders interact with their insurance coverage. The appliance provides a user-friendly interface for managing policies, accessing information, and availing services directly from the client’s smartphone.
“Direct engagement has made us realize that today’s customers want partnerships with firms that prioritize their changing needs and not only transactions. Also, personalized service isn’t any longer optional — it is predicted,” Ms. Bose explained.
Cocolife’s achievements extend to the 2024 Global Business Review Magazine Awards, where the insurance company secured multiple honors for the third consecutive 12 months. Amongst these were awards comparable to Best Life Insurance Company within the Philippines, Best Customer Service in Healthcare Provider — Philippines, Best CEO of the 12 months, Best Chairman in Life Insurance Company, and Best Life Insurance Management Team.
The corporate was also recognized because the Customer-Centric Healthcare Provider — Philippines by the 2024 Gazet International Awards, which also recognizes and rewards global organizations for his or her achievements in various fields.
Such awards recognize firms and individuals who exhibit excellence in business and finance, with winners chosen through a rigorous judging process based on performance, sustainability, growth, and innovation.
“For Cocolife, it’s our duty to serve our clients with the most effective insurance products, along with the very best standards of customer servicing, especially during these most trying times,” said Cocolife President and Chief Executive Officer Jose Martin A. Loon.
Rooted in core values
Cocolife’s approach to fostering enduring relationships hinges on its core values of reliability, excellence, teamwork, integrity, and empathy (RETIE). Ms. Bose explains that these principles guide every interaction, ensuring that the corporate prioritizes customers and employees over profit.
“We value our customers and employees over profit. We deliver on our commitments by offering quality and personalized insurance services that help Filipinos achieve a more financially secure future and peace of mind,” said Ms. Bose. “Our transparency and simplified product information provides a transparent direction in every interaction. These help us deliver overall customer satisfaction built on trust.”
A legacy of leadership and innovation
Cocolife’s 47-year legacy as the primary ISO-certified Filipino insurer and the biggest Filipino-owned stock life insurance company reflects its dedication to providing comprehensive insurance solutions. Such recognitions from award-giving bodies further cement this legacy.
Chairman Ret. Justice Bienvenido L. Reyes attributes these achievements to the collective efforts of Cocolife’s dedicated team. “The people behind the management of Cocolife are a few of the most effective of their fields who share the identical drive to turn into an instrument of change and repair to our clients,” he said.
With an enhanced suite of services, Cocolife stays steadfast in its mission to be the premier insurance partner for Filipinos through embracing technological advancements and fostering a culture of trust.
“It is crucial to us that we offer a service that builds trust with our clients. Trust is something you construct over time, and we take every opportunity to strengthen that trust by putting our clients first,” Atty. Loon explained. “These recognitions further highlight Cocolife’s unwavering commitment to helping Filipinos of their journey towards holistic financial wellness.”
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