ADB Gjensidige and it's branches in Latvia and Estonia call for tender offers for the procurement of ASSISTANCE services.
Volume: ~500 cases in Lithuania annually; ~120 cases in Latvia; ~80 cases in Estonia.
Service description:
ASSISTANCE services, management and settlement of claims services within Travel Insurance scope.
Service place:
Estonia, Latvia, Lithuania
Requirements:
Guarantee providing services 24/7
Calls records archive storage of up to 1 year
Claims documents storage up to 10 years
IT infrastructure links with Saperion v.7.1
Standard service level:
>90% (>90% of customers wait for an answer less than 15 sec)
Abandoned calls <1,5% (Ratio between not answered calls and all incoming calls)
Average waiting time <6 sec (Waiting time from end of IVR message till the answer)
Services shall be provided in these languages:
Residents of Latvia - Latvian, Russian, English languages
Residents of Lithuania - Lithuanian, Russian and English
Residents of Estonia - Estonian, Russian and English.