Etiqa Takes the Lead to Service Insurance Customers via WhatsApp in Singapore

Etiqa Takes the Lead to Service Insurance Customers via WhatsApp in Singapore

Singapore, 8 October 2018 – Going beyond traditional communication channels, Etiqa Insurance Singapore takes the lead to service local customers with their insurance needs via the popular instant messaging application WhatsApp. With this initiative, Etiqa becomes the first digital insurer in Singapore to provide customer care services that answer personal policy enquiries in addition to general enquiries via WhatsApp Business.

Both existing and new customers can now interact with Etiqa directly and conveniently, in the way they are accustomed to communicate with family and friends. They can also make policy change requests such as travel insurance period extension requests in real-time, as compared to the traditional hotline and email approaches where waiting times are usually longer.

“Having direct communication with our customer base is becoming extremely important in today’s landscape. We are constantly working towards a seamless customer service experience for our customers, leveraging on tools such as WhatsApp messenger”, said Mycle Ku, Head of Customer Care of Etiqa Insurance Pte. Ltd. As of third quarter 2017, WhatsApp messenger was the most popular social network in Singapore with a 73% penetration rate. (Source, Statista)

Ku added, “With WhatsApp as another official communication platform to connect and interact with our customers, we believe we can create more meaningful engagements with our customers while meeting their real-time queries and needs.” In addition to facilitating conversations between businesses and customers, WhatsApp Business features automation tools, messaging statistics, and end-to-end encryption that will enable businesses to better understand their clients and improve service delivery.

All services available via phone calls are now available through WhatsApp messenger. This is in addition to the existing communication channels including email, and Etiqa’s first Chatbot Trix, which is available on the insurer’s website, Facebook Messenger, and can be connected via Google Assistant.

Customers who wish to make enquiries via WhatsApp may connect with Etiqa Customer Care team at +65 6887 8777. The service is available on weekdays, 8:45am to 5:30pm.

Media contacts:

Audrey Liu

Manager, Brand and Communications

Etiqa Insurance Pte. Ltd.

Tel: 6690 4309


Etiqa Insurance – A Singapore Insurance Company with Asian and International Expertise

Etiqa Insurance Pte. Ltd. is a licensed life and general insurance company registered in the Republic of Singapore and regulated by the Monetary Authority of Singapore (MAS). In July 2017, Fitch affirmed the company’s “A-” rating for its financial strength and stable outlook.

Etiqa has been protecting Singaporeans since 1961 with a range of general insurance solutions that constantly evolve to meet their ever-changing needs. As the appointed insurer for the Housing Development Board (HDB) Fire Insurance Scheme in Singapore, we have been protecting homes since 2009. In August 2014, we added a comprehensive suite of life insurance solutions to our stable of products.

Etiqa is owned by Maybank Ageas Holdings Berhad, a joint venture company that combines local market knowledge with international insurance expertise. The company is 69% owned by Maybank, one of Asia’s leading banking groups with more than 22 million customers worldwide in 20 countries; and 31% by Ageas, an international insurance group with 33 million customers across 16 countries and a heritage that spans over 180 years, with a focus to provide world class insurance solutions to consumers in Europe and Asia through market leading joint ventures.

At Etiqa, we believe in our brand promise of humanising insurance, by placing people over policies in everything we do. We are passionate about helping Singaporeans protect themselves and their loved ones today and helping them plan for a financially secure tomorrow.