PnB MetLife builds a hybrid virtual branch model with VideoCX

PnB MetLife adopted VideoCX’s video kiosk solution to deliver branch-like
experiences for sales, servicing, and claims without expanding physical locations.

At a glance

  • Industry: Life Insurance
  • Location: India
  • Use Case: Virtual Branch – Video Kiosk for Sales, Servicing & Claims
  • Departments Covered: Sales, Customer Service, Claims
pnb-metlife

At a glance

  • Industry: Life Insurance
  • Location: India
  • Use Case: Virtual Branch – Video Kiosk for Sales, Servicing & Claims
  • Departments Covered: Sales, Customer Service, Claims

PnB MetLife Insurance

PnB MetLife Insurance, a leading life insurer in India, faced challenges in providing specialized product knowledge and resolving claims efficiently due to limited staff at branch locations. Expanding physical branches was costly and resource-heavy. To overcome these hurdles, the company partnered with VideoCX to deploy video kiosks, enabling virtual access to experts across sales, servicing, and claims.

Challenges

  • Limited staff expertise → Branch staff shortages reduced the ability to provide in-depth product knowledge.
  • Claim delays → Lack of direct access to subject matter experts slowed claim settlements.
  • High expansion costs → Setting up new physical branches required significant investment.

Solution by VideoCX

  • Dedicated video kiosks → Installed across PnB MetLife branches for customer access.
  • Instant expert connection → Customers connected via one-click video call with subject matter experts.
  • Comprehensive support → Product explanations, policy updates, and claim guidance delivered via secure video sessions.
  • Backend integration → Representatives accessed policy history and customer details instantly.
  • Audit readiness → All sessions securely recorded and compliant for regulatory standards.

Implementation

  • Video kiosks were deployed across key city branches.
  • Customers used kiosks to connect directly with subject matter experts.
  • Experts handled:
    • Policy purchase assistance and illustrations
    • Policy changes and premium updates
    • Claim documentation and settlement support

  • Integrated backend systems provided real-time policy and customer information.

Results & Impact

  • Branch-like service, virtually → Customers experienced in-depth service even in locations with limited staff.
  • Improved satisfaction → Faster claims and personalized guidance boosted customer confidence.
  • Virtual branch expansion → Reach extended without high costs of opening new locations.
  • Reduced TAT → Faster turnaround for claims and service requests.
  • Future-ready model → Combined physical presence with digital expertise.
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