Q2 - 2021 Customer Care program

With the motto of operation on top of our core value "Customer first" and the desire to increase customer service satisfaction of customers, Aviva has officially launched Customer Service program effective from 1st April 2021 to 30th June 2021:

I. VIP AVIVA PREMIUM CUSTOMER CLARIFICATION:

1. Individual VIP Aviva Premium customer clarification:

CUSTOMER CLARIFICATION the total amount of annual premiums (APE) (*)(Currency: VNĐ)

Standard

Under 50 million VNĐ

VIP Gold 

From 50 million to under 100 million VNĐ

VIP Platinum

From 100 million to under 200 million VNĐ

VIP Diamond

From 200 million VNĐ above

 

(*) Annual premiums calculated on in-force policies of 1 customer

2. Corporate VIP Aviva Premium customer clarification:

CUSTOMER CLARIFICATION the total amount of annual premiums (APE) (*)(Currency: VNĐ)

VIP Gold 

From 1 billion to under 2 billion VNĐ

VIP Platinum

From 2 billion to under 5 billion VNĐ

VIP Diamond

From 5 billion VNĐ above

 

(*) Annual premiums calculated on in-force policies of 1 customer

II. VIP AVIVA PREMIUM CUSTOMER CARE PROGRAM:

 

1. Annual Individual VIP Aviva Premium Customer Care Program:

OCCASION CUSTOMER CLASSIFICATION APPLIED TIME

VIP Diamond

VIP Platinum

VIP Gold

Policy owner's birthday

(SMS and birthday gift)

Premium birthday's gift equal to 1.500.000 VNĐ

Premium birthday's gift equal to 1.000.000 VNĐ

Premium birthday's gift equal to 500.000 VNĐ

On birthday

Welcome call
for new customers
 

Yes 

Yes 

Yes 

10 - 15 days after policy is issued

Happy Holidays SMS
on Lunar New Year and others
 
(8/3, 20/10, New Year)

Yes 

Yes 

Yes 

On holidays 

Lunar New Year's gifts

Bloc calendar or equivalent gift

Bloc calendar or equivalent gift 

Not apply 

On Lunar New Year 


Gifting method:

  • Customer Service Staff will contact the customer 7-10 working days before the birthday to confirm the phone number / address to receive gift.
  • E-vouchers shall send to registered phone number / address in Application form or in the recent update request form.

 

2. Annual Corporate VIP Aviva Premium Customer Care Program:

OCCASION CUSTOMER CLASSIFICATION APPLIED TIME

VIP Diamond

VIP Platinum

VIP Gold

Company's birthday

 

Premium birthday's gift equal to 1.000.000 VNĐ

Premium birthday's gift equal to 1.000.000 VNĐ

Premium birthday's gift equal to 1.000.000 VNĐ

On birthday

Lunar New Year and others 

Premium gift equal to 9.000.000 VNĐ

Premium gift equal to 6.000.000 VNĐ  

Premium gift equal to 3.000.000 VNĐ 

On Lunar New Year

Mid Autumn Festival' s gifts

Premium gift equal to 2.000.000 VNĐ 

Premium gift equal to 2.000.000 VNĐ

Premium gift equal to 2.000.000 VNĐ

On Mid Autumn Festival 


Gifting method:

  • ASM/Agents will deliver gifts to Company's representatives. 
  • Corporate customers are able to join in other promotion along with this Customer Care program.

3. Health-check service for Claims:

(Applicable to customers in Ha Noi, HCMC, Da Nang) 

In case VIP individual customers request for health assessment before issuing policies, we would like to offer high quality Clinics such as Medelab Ha Noi, Yersin Ho Chi Minh, Hoan My Da Nang. 

4. Priority services:

(Applicable to individual customers)

  • Being prioritized to do the transaction at Customer Care Center.
  • Being prioritized for appraisal and policy issuing with holster within 3-5 working days.
  • Being prioritized to insurance claims within 1 working day since Aviva receives a complete and valid insurance claim documents. We also offer the solution of “Quick claims within 15 - 30 minutes" Aviva Vietnam offices and branches.

 

5. Regular premium payment reminder service (apply to all customers):

5.1. Individual customer:

In order to assist customers in regular premium payment on time, the notification would be sent to customers as below timeline: 

(*) In case regular premium payment has been paid, please kindly ignore the reminder.

 

  • The Notification will be sent via SMS to Customer's mobile phone number which is registered in Application form or in latest updates request form. 
  • To whom are not contactable, Customer Care Center would send notification of regular premium payment and phone number update request to the address registered on Application form via post.

 

5.2. Corporate customer:

To whose policy premium is not yet due, Customer Care Center would send documented reminder of regular premium payment prior 15 days.

6. Notices:

  • The applicable premium is the total amount of Annual Premium Equivalent (APE) of all policies of the same Policyholder but does not include top up (the additional investment premium for universal life products).
  • Customer's policy should be effective at the time of application and should have passed 21 days of consideration.
  • Gifts are not redeemed to cash
  • The gift shall be reserved for 90 days from the date of gift giving. Customers / IOs / Agents should contact Customer Care Center for assistance. If the reservation date is overdue, the benefit of receiving gifts will no longer be effective.
  • Customers are able to join other promotions along with this Customer Care program.