Avoiding Customer Frustration: What We Can Learn from UnionBank's Mobile App Outage

UnionBank’s recent mobile app outage has caused widespread disruptions and inconvenience for its users. The app has been non-functional for nearly three consecutive days, leaving many customers frustrated and unable to access their financial services. As insurance executives, it’s important to learn from this situation and avoid similar customer frustrations in the future.

To help you avoid customer frustration, we’ve compiled a list of common mistakes that insurance companies make and what to do instead:

1. Lack of Communication: UnionBank’s lack of communication regarding the app outage added to the frustration among its user base. As an insurance executive, it’s important to communicate with your customers regularly and proactively. Keep them informed about any changes or disruptions to your services, and provide timely updates on the status of any issues.
2. No Advance Notification: UnionBank’s sudden downtime without any advance notification caught many users off guard. To avoid this, make sure to notify your customers in advance of any planned maintenance or service disruptions. This will help them plan accordingly and avoid any surprises.
3. Dependence on a Single Provider: Many of UnionBank’s customers rely solely on the bank for their financial needs, which made the prolonged outage even more frustrating. As an insurance executive, it’s important to diversify your service providers and have backup plans in place in case of any disruptions.
4. Ignoring Customer Complaints: UnionBank’s customers voiced their complaints and concerns on social media, but the bank did not respond to all of them. As an insurance executive, it’s important to listen to your customers and address their concerns promptly. This will help build trust and loyalty among your customer base.
5. No Estimated Timeline: UnionBank’s tweet acknowledging ongoing system maintenance did not provide an estimated timeline for when the service would be back up. As an insurance executive, it’s important to provide your customers with clear timelines for when any issues will be resolved. This will help manage their expectations and reduce frustration.

By avoiding these common mistakes, insurance executives can help prevent customer frustration and build trust and loyalty among their customer base. If you’re looking for a way to turn real-time data into insurance, consider working with Riskwolf. With unique real-time data and dynamic risk modelling, we enable insurers to build and operate parametric insurance at scale. Contact us today to learn more. Read more.