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Enhancements in our operations during COVID-19

29 Jul 2020

With the times we find ourselves in, we have been hard at work to find ways and means to make things as easy for you as possible, while maintaining high service levels and client experience," says Michelle Paul, Chief Specialist in Service Design & Execution at Liberty.

We have simplified processes significantly - making it a lot easier and more convenient during these stressful times.

Here are five ways in which Liberty has made sure COVID-19 life is just that little bit easier:

  1. Connect with us via WhatsApp

    You can now connect with Liberty via WhatsApp and have some of your most pressing questions answered immediately, with the touch of a button. Our Liberty WhatsApp channel means that questions around COVID-19 such as how to claim and information on premium relief options can be answered via WhatsApp straight away.

    "We've already had thousands of you engage via WhatsApp successfully and are continuing to enhance the services that we make available through this channel, says Paul.

    In the near future, you will be able to access information that is specific to your policies, such as statements and tax certificates via WhatsApp. There will also be live chat functionality available, so that you can talk directly to a Liberty service agent if required.

    WhatsApp services are available on the following number: 071 618 6572

  2. Enhancements to the MyLiberty portal

    In 2018, we launched a better Liberty experience with the use of our online MyLiberty portal. Now, MyLiberty has been enhanced to make it even more convenient during the lockdown and pandemic period. "We've launched functionality recently where clients taking out new investment policies can submit all their documents and requirements online without needing access to scanners and printers or being required to leave their homes to do so. The self-service functionality available via MyLiberty also means that you don't have to wait on the phone or be restricted to business hours to get things done."

    We have also made sure that MyLiberty and other online processes are as simple and intuitive as possible so that even less tech-savvy clients can engage safely and easily online.

  3. Submit funeral benefit claims online

    Liberty has made it possible for clients to submit a claim for funeral benefits online via the recently introduced WhatsApp channel. This means that claimants can conveniently initiate a claim, minimising any further stress during an already difficult time.

  4. Simpler forms, simpler online claims process

    We know that sometimes one of the most difficult aspects of insurance is grappling with long, overly complex forms and paperwork. For this reason, Liberty is happy to announce that we are introducing simplified digital claims via MyLiberty and our website (www.liberty.co.za). "No frustration of back and forth administration with numerous paper-based forms, and this alerts you upfront what the initial requirements are which helps to streamline the process."

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  5. Get tests done in safety

    When taking out new insurance policies, Liberty requires information in order to cover you correctly. This sometimes means undergoing blood tests and other health checks. In response to COVID-19 we have opened new walk-in nurses' stations at our Johannesburg and Cape Town offices. "These centres have very tight controls and are stringently kept within the COVID-19 regulations in terms of sanitisation, number of people allowed in and more and we have had positive feedback from clients who have made use of the service."

    "We are here for you, and focussed on making things better, easier and more secure for you. We welcome any suggestions on how we can improve even more going forward.


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Liberty Group Limited (Reg. no 1957/002788/06) is a licensed Insurer and an Authorised Financial Services Provider (no 2409).

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