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Contents

Customers

Programs to Improve Customer Service

Services for Policy Holders

The company provides an all-inclusive service for auto insurance policy holders, including emergency towing, emergency fuel delivery, and discounts on auto repair and maintenance. Especially, the service features innovative customer-centric elements including using GPS to pin-point the vehicle's location and promptly respond to calls, paying insurance benefits on site without complicated procedures, and transmitting accident photos via e-mails. The company also provides automobile safety training and claims consulting services for corporate customers.


Services for Potential Customers

Hyundai Insurance offers various services for the general public to enhance the corporate image and expand the pool of potential customers. Implemented eight times per year, HiCar Female Drivers' School program educates female drivers in general skills regarding auto maintenance and emergency measures. The company also offers free legal and tax consultations for all potential customers. In summer and winter vacation seasons, mobile offices are operated in major vacation sites throughout the nation, offering free safety checkups for travelling vehicles and promoting safe driving and protection of the environment.


Services at Customer Contact Points

Hyundai Insurance operates three call centers, including the new Busan Customer Contact Center opened in August 2010 and two others each located in Seoul and Daejoen. Effectively accommodating customer needs in emergencies and disasters, the call centers feature user-friendly ARS and homepage interface options for customers' convenience. The new “Smart Customer Center” offers additional contact channels for mobile users on smart phones. In particular, Hyundai Insurance's call centers in Busan and Daejeon are contributing to the local economy by providing jobs in the areas.


CS Activities

Operating CS-Related Consultative Body

Hyundai Insurance's CS policy is based on the vision of “Hyundai Insurance, providing the best service with a warm heart towards customers.” With this in mind, the company became the industry' s first to declare the Charter for Customer Satisfaction and elect a CCO (Chief Customer Officer), who directs the CS Council and other consultative bodies for decision making regarding CS management and innovation.


CS Culture Establishment

CS Praises Plaza and On-Site Service Experience Field are operated to enhance company-wide CS consciousness and improve work and service. Starting from 2010, CS Praises Plaza, which has only been operated for employees at the headquarters, has been expanded to include all Hi Planners.


Delivering Warm Hearts towards Hyundai Insurance Customers

Hyundai Insurance developed a new upgraded service brand, “7 Heart Service,” and announced the brand launch in July 2010. Representing a creative service delivery with a warm heart towards customers, 7 Heart Service is based on an analysis of service elements that earned customer praise, and defines how we can impress our customers in the seven major customer contact points of emergency roadside assistance, Hi Planner, call centers, site visits, long-term compensation, auto claims handling, and customer plaza.

7HEART SERVICE
  • Emergency Service : Plus Heart Service
  • Hi Planner : Care Heart Service
  • Call Center : Sense Heart Service
  • Roadside Assistance : Speed Heart servicr
  • Roadside Assistance : Speed Heart servicr
  • Auto Claims : Family Heart Service
  • Customer Counter : VIP Heart Service