Malaysian life insurer Gibraltar BSN has introduced a new facility that allows customers to receive insurance policies through WhatsApp.

Using the instant messaging application, policy holders can now download life insurance policies as per their convenience.

The life insurer has also rolled out a chatbot known as Gibraltar INtelligent Assistant (GINA). It offers quick and improved customer service on WhatsApp round the clock.

Gibraltar BSN CEO Rangam Bir said: “We are proud to be the first insurer in Malaysia to deliver immediacy and convenience to our customers by leveraging WhatsApp, a popular household messenger app that allows our customers to easily retrieve their insurance policies whenever they want, gain answers to their queries instantly 24-7 or even download claim documents.

“With 86% internet penetration in Malaysia, Gibraltar BSN sees plenty of opportunities to deploy digital solutions that can further enhance the level of customer engagement and experience.”

Once the insurance policy is issued, the respective customer is intimated about their e-policy through a text message. The SMS sent to customer also include a link to download the e-policy on WhatsApp.

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Gibraltar BSN said that current customers can add its business phone number to chat with GINA on WhatsApp.

The service can also be used to access simple information such as location of a branch office, list of panel hospitals, download forms and talk to a customer care representative