Sri Lanka’s risk landscape is evolving, and insurance is becoming a continuous, value-driven relationship rather than a one-time transaction. As a result, Dilshan Perera, Chief Transformation Officer of HNB General Insurance, recently shared with Echelon that customer loyalty and long-term financial security are influenced by the way policies are crafted, delivered, and supported.
How would you describe HNB General Insurance’s transformation journey, and how important is leadership mindset in moving from traditional insurance to a more customer-focused partnership approach?
Traditional insurance has a problem: the industry has long operated in rigid, reactive models, engaging only when problems arose. HNB General Insurance’s transformation is a response to this, so I would describe it as a shift to becoming a proactive life partner for our customers.
We realised we had to create value throughout the customer’s life, not just when they need to make a claim, and this is why the leadership mindset has been a key part of our journey. It led our teams to challenge old frameworks and think differently, fostering agility, empathy, and experimentation.
For one, a focus on agility drives performance through four pillars: people, processes, platforms, and products. We invested in training, upgrading technology, and simplifying operations while constantly improving through a test-and-learn culture. On the other hand, empathy allowed us to design solutions from the customer’s perspective. When combined, they helped us foster an open, customer-centric culture, in turn enabling our community to see us as a trusted, lifelong partner.
Can you share how HNB General Insurance is using digital platforms or partnerships to make insurance more accessible and transparent for Sri Lankans?
Accessible and transparent insurance is vital for all Sri Lankans. In pursuit of this goal, we are expanding our partnerships and strengthening digital platforms. Once seen mainly as part of HNB, we have repositioned ourselves as an independent insurer for all Sri Lankans. We now work with Commercial Bank, DFCC, NDB, Union Bank, Seylan, PABC, Amana Bank, RDB, Dialog Axiata, and several other major institutions across the country, demonstrating our readiness to serve diverse market segments.
Our partnership with Dialog Axiata, which produced Sri Lanka’s first parametric insurance solution for fishermen, is a strong example of how we combine insurance expertise with technology to deliver practical value. We also collaborate with hospitals, garages, and vehicle and spare parts dealers to enhance customer convenience. Our loyalty scheme further adds value by offering partner discounts on essentials like tyres and batteries, as well as hotels and restaurants.
On the digital front, we have simplified claims through online submissions and rapid small-claim settlements. In the future, features such as GPS-based accident alerts and proactive customer support will further strengthen transparency and trust.
Through these initiatives, we are building an ecosystem that enhances every stage of the customer journey and reflects our commitment to a modern, technology-driven insurance experience.
In what ways are you leveraging data technology to personalise customer experiences while preserving privacy and trust?
We consider personalisation and privacy to be inseparable ideals, so our goal is to use data to serve customers better, not intrude. Through ethical analysis of lifestyle, past claims, and interactions, we move beyond one-size-fits-all products, making offerings more relevant and valuable.
Simultaneously, we uphold privacy with a robust data governance framework aligned with global best practices. Customer data is anonymised and aggregated, with transparent usage policies and advanced cybersecurity protections. By giving customers control and clearly communicating privacy measures, we build our most valuable asset — trust — while delivering personalised, meaningful insurance experiences.
Given the rising climate risk in Sri Lanka, how is HNB General Insurance evolving its product offerings to provide more relevant, forward-looking protection for individuals and businesses?
Rising climate risks, especially in Sri Lanka, require a forward-looking and responsible approach. As such, we are strengthening our risk engineering capabilities, investing in technology, and collaborating with specialised partners to better understand climate-related vulnerabilities.
Since Sri Lanka lacks a centralised platform to map disaster-prone areas, we are exploring systems that consolidate scattered data to improve risk assessment and guide clients on preventive measures. Our underwriting process combines past experience, risk management, and expert technical evaluations, often advising clients on how to strengthen their resilience before policy acceptance. This consultative approach promotes awareness and prevention beyond transactions. Our 2026 plan includes a green insurance channel that focuses on sustainable practices and environmentally responsible operations. Supported by global reinsurers, we aim to integrate sustainability and data-driven insights into our products, building a resilient insurance model that safeguards Sri Lankans and the environment for the future.
What will long-term transformation success look like for HNB General Insurance, and how do you plan to measure it beyond financial performance?
HNB General Insurance’s definition of success goes beyond financials. It is about building lifelong relationships, measured through Customer Lifetime Value (CLV) and Net Promoter Score (NPS).
CLV reflects how we grow with each customer — from their first motorbike policy in their twenties to future needs like vehicles, property, or business cover. NPS shows how likely they are to recommend us, proving true satisfaction beyond Customer Satisfaction (CSAT). We also seek continuous improvement through Kaizen, a philosophy focused on small, consistent enhancements that create lasting operational excellence, so all operations are analysed per channel and branch to refine service quality. Success means retaining loyal customers, generating referrals, and strengthening trust, supported by high employee engagement and alignment.
Our transformation is about creating lasting value for both customers and employees. By combining data-driven insight, continuous improvement, and a genuine focus on relationships, we aim to build an organisation that customers trust and recommend for life — and that employees are proud to be part of.