Cocolife, the largest life insurance firm owned by Filipinos, was recently bestowed the esteemed CXP Best Customer Experience Award 2024 and acknowledged at the International Finance Awards as the Best Customer-Centric Life Insurance Company in the Philippines for 2024. Cocolife is also distinguished as the sole Filipino enterprise to earn the CXP Best Customer Experience award among its peers in Southeast Asia.
This accolade reflects Cocolife’s profound comprehension of its clientele’s demands and its investments in state-of-the-art technology to refine its service provision.
Teresa Bose, Cocolife’s Vice-President and Head of the Customer Experience Department, stated that the firm regards outstanding customer experience as a cornerstone of its business strategy.
“We focus on convenience, effectiveness, and service excellence. We do more than merely offer insurance products; we fulfill our commitments, bestowing peace of mind and security upon our customers,” she remarked.
Cocolife’s recognition arises from its innovative strategy to fulfill individual client requirements by utilizing advanced technology and diverse communication channels.
For example, the company’s Quick Response Team guarantees timely and precise responses via social media platforms such as Facebook and Instagram, while its Client Resolutions Unit promptly tackles customer issues, transforming obstacles into opportunities for enhancement.
Another significant aspect contributing to this recognition is Cocolife’s Just Ask Live (JAL) platform, a real-time, video-based service solution granting direct access to customer service agents. This platform ensures swift and effective resolutions, establishing a standard for customer support in the sector.
In a similar manner, the myCocolife App has simplified how policyholders engage with their insurance policies. The application offers a user-friendly interface for managing policies, accessing information, and availing services directly from customers’ smartphones.
“Direct interaction has made us aware that today’s customers seek partnerships with businesses that address their evolving needs rather than just transactional relationships. Additionally, personalized service has shifted from being optional to being a prerequisite,” Ms. Bose clarified.
Cocolife’s accolades extend to the 2024 Global Business Review Magazine Awards, where the insurance firm garnered numerous honors for the third consecutive year. Among them were titles such as Best Life Insurance Company in the Philippines, Best Customer Service in Healthcare Provider — Philippines, Best CEO of the Year, Best Chairman in Life Insurance Company, and Best Life Insurance Management Team.
The company was likewise recognized as the Customer-Centric Healthcare Provider — Philippines by the 2024 Gazet International Awards, which honors global organizations for their accomplishments across various domains.
Such honors acknowledge companies and individuals who showcase excellence in business and finance, with winners chosen through a rigorous evaluation process grounded in performance, sustainability, growth, and innovation.
“For Cocolife, our responsibility is to serve our clients with outstanding insurance products along with the highest standards of customer service, particularly during these challenging times,” remarked Cocolife President and Chief Executive Officer Jose Martin A. Loon.
Rooted in Core Values
Cocolife’s strategy for nurturing lasting relationships is anchored in its core values of reliability, excellence, teamwork, integrity, and empathy (RETIE). Ms. Bose expounds that these principles guide every interaction, ensuring that the company places customers and employees above profit.
“We prioritize our customers and employees over profit. We fulfill our obligations by providing quality and personalized insurance products and services that assist Filipinos in attaining a more financially secure future and peace of mind,” Ms. Bose stated. “Our transparency and simplified product information offer a clear direction in every interaction, enabling us to achieve overall customer satisfaction rooted in trust.”
A Legacy of Leadership and Innovation
Cocolife’s 47-year legacy as the first ISO-certified Filipino insurer and the largest Filipino-owned stock life insurance company exemplifies its commitment to delivering comprehensive insurance solutions. These accolades from award organizations further reinforce this legacy.
Chairman Ret. Justice Bienvenido L. Reyes attributes these accomplishments to the collective efforts of Cocolife’s devoted team. “The individuals managing Cocolife are among the finest in their respective fields, united by a common motivation to become agents of change and service for our clients,” he expressed.
With an expanded range of products and services, Cocolife remains resolute in its mission to be the leading insurance partner for Filipinos by embracing technological advancements and cultivating a culture of trust.
“It is critical for us to deliver a service that fosters trust with our clients. Trust is built over time, and we seize every opportunity to strengthen that bond by prioritizing our clients,” Atty. Loon elaborated. “These accolades further underscore Cocolife’s steadfast commitment to supporting Filipinos on their path to holistic financial wellness.”
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