Legal Guard launches consumer portal
Pauline Dikuelo - Thabo Lewanika | Tuesday June 28, 2022 03:22
Through its customer relationship management portal, consumers can apply for premium covers for their business or personal legal needs through their commercial and domestic products such as Kgwebo Guard, Moemedi Guard, Prestige, Accident Guard, and Tshireletso Premier.
Speaking at the launch, Legal Guard Managing Director Kgomotso Ratlhaga said they have recognized the importance of communication with consumers hence why they have decided to digitalize their consumer journey through their consumer portal.
“This portal will ensure the public at large can get access to legal solutions and communicate consistently and effectively with Legal Guard. It will further serve different stakeholders by providing easy access to products and services offered, increasing interaction and engagement between consumers, and increasing consumer education,” she said.
According to Ratlhaga, changing the processes from analogue to digital will put the legal insurers ahead of competitors. She said digitalization has always been an interest to legal guard but the side effects of the pandemic impeded consumer interaction and propelled the digitalization initiative.
“COVID-19 pandemic served as a wakeup call to the company and were forced to look within the organization, modify how we have been conducting business. We have experienced a lot of policy cancellations due to the COVID-19 pandemic,” Ratlhaga said.
“Movement restrictions and lockdowns meant that we could not physically be present to assist their customers and this was a challenging time that taught us a lesson the hard way that it was time to go digital,” she said.
The development of the portal followed the close monitoring of results revealed by a study undertaken on consumer needs. Online platforms like Facebook revealed that 70% of consumer interactions were based on enquiries. This gave the platform developers insight into how to craft the portal.
“The goal is to improve education and to increase the insurance sector penetration rate which NBIFIRA [Non-Bank Financial Institutions Regulatory Authority] reports to be at 3.3 percent,” Ratlhaga accentuated as she shed light on why they are undertaking the journey to digitalize most of their services.