HBF launches high-tech city branch

HBF last night launched its new Perth city branch at Kings Square, which includes a raft of modern technology experiences including a Skype station and self-service digital claims processing.

The Perth-based insurance company said the facility blended new technology with its existing brick-and-mortar offering.

Customers are greeted initially by a concierge, who takes all of the relevant details and pairs them with an HBF consultant who can best assist with the enquiry.

The new branch also offers a café experience, with the option of having a coffee during the consultation.

The Skype station allows customers to connect instantly to an HBF consultant, while other digital in-store experiences include self-service digital claims processing, and free high-speed wifi access.

On-hand to officially open the branch was HBF’s first female employee Eldred Klemm.

Ms Klemm, aged 98, was the company’s first clerk typist, and began working at HBF in 1941.

Former chief executive Ray Walker was also at the branch opening.

Mr Walker joined the company in 1952 as an office clerk, became operations manager in 1963 and later became chief executive, leading the company into the 1980s.

General manager of sales and operations, Selina Duncalf, said it was an exciting move for the company.

“The new branch combines the very best face-to-face service that HBF is famous for with the efficiencies of new digital technology,” she said.

Managing director John Van der Wielen said all features of the new branch were geared towards improving the customer experience. 

“While it’s critical we deliver a great online user experience, it is just as important for us to employ and train brilliant staff and make sure our customers receive the best personal service,” he said.

“Every detail of the new branch from software and digital experience to furniture and layout has been designed to help our staff focus on the customer, helping them to be agile, proactive and efficient.”