The National Insurance Board of T&T (NIB TT) is going through a phase of transformation, said its executive director Niala Persad Poliah.
"NIB is now in a process of transformation which has called for a recommitment to our core business of service delivery and a renewed understanding of customer needs. It is about taking time to know and understand our customers. To receive your feedback, we have recently engaged Market Facts and Opinions to survey our customers. We need to understand your experiences with us to improve," she said.
Persad Poliah was speaking yesterday at the opening of an NIB Collection Centre at the Shops of Arima, Tumpuna Road, Arima.
The facility will provide a drop box for claims and allow customers to complete life certificates. All other services are available at NIB's Arima Service Centre.
Persad Poliah said in 2014, NIB paid over $3.6 Billion in benefits.
"This year, we hope to exceed that figure. But paying benefits is not enough. It is how we do it that matters most. And of course, how quickly we do it also matters."
She spoke about upcoming projects.
"In the coming months, we will launch our Online Employer Payments initiative and an enhanced NIB Customer Care Centre. We are committed to bringing comfort to the thousands we serve across the country. It is not only about enhancing the way we do business at NIB, but letting our customers know we truly care."
She said today the NIB has an employer base that has grown to over 25,000 and that customer service is important.
"NIB is no ordinary organization. We serve 600,000 customers and some during the most vulnerable times of their lives. Therefore, compassion is a critical component of the service we deliver; a quality that speaks to who we are as an organization; our mission and our mandate," she said.