Here’s a concise summary of policyholder experiences with HNB Assurance (HNBA), based on recent reporting, company announcements, and user-review sites.

Key positive experiences

• Improved customer access: HNB Assurance launched a 24‑hour call centre (short code 1301) to give policyholders 24/7 access to customer service. The company also publicised an AI chatbot (HANA) to handle routine queries. These moves are presented as part of a push to make service faster and more convenient. (magzter.com)
• Financial strength and growth: HNB Assurance has reported strong premium growth and rising claims paid in recent quarters; independent ratings (Fitch) and company financials cited in news items point to solid capital and an “A‑(lka)” national insurer strength rating—factors policyholders often view positively for claim security. (ceylontoday.lk)
• Investment in digital/claims systems: Company reporting and press pieces note investments in digital systems and claims‑management improvements intended to speed processing and reduce errors. Some customers have reported easier access to policy info via digital channels. (hnbassurance.com)

Common negative experiences / complaints raised by policyholders

• Motor (vehicle) claim delays and disagreement over settlement amounts: multiple user reviews and at least one detailed consumer post report delays in settling vehicle claims, partial payments that claimants felt were inadequate, and occasions where in‑person assessors were not sent (requests for WhatsApp photos/estimates instead). These reports describe protracted negotiation before receiving full amounts. (This theme appears in independent review posts; individual experiences vary.) (reviewsrilanka.com)
• Communication/documentation problems: some policyholders say they didn’t receive clear, written explanations during claims handling or that documentation of settlement offers was limited—making appeals or escalations harder. (reviewsrilanka.com)
• Mixed branch/service variability: as with many insurers, experiences appear to differ by branch/agent—some customers praise helpful local staff while others report poor follow‑through. (Company announcements claim network/branch growth, but on‑the‑ground service reports are mixed.) (vivalanka.com)

What the company says it’s doing

• HNBA has publicly emphasised customer‑service upgrades (24/7 call centre, AI assistant) and investments in claims‑management systems to improve turnaround and accuracy. The company’s press materials and news interviews cite rising claims payments and technology rollouts as evidence of improvement. (magzter.com)

Practical steps for a policyholder who has a problem

• Use the 24/7 short code 1301 for immediate customer service and initial claims follow‑up. (hnbassurance.com)
• Keep written records: save WhatsApp messages, photos, estimates, receipts, claim reference numbers, emails, and any assessor reports. If you accept a payment or offer, get it in writing.
• Escalate internally: if front‑line staff don’t resolve the issue, ask to escalate to the Customer Relations Management Center or Complaints Management team (contact details are on the company site). (hnbassurance.com)
• External escalation (if needed): if you believe a claim has been unfairly denied or delayed and internal escalation fails, consider contacting Sri Lanka’s insurance regulator (Insurance Regulatory Commission of Sri Lanka) or a consumer‑protection body—especially for significant sums. (If you want, I can find the regulator contact details for you.) (ceylontoday.lk)

Sources and where these observations come from

• HNB Assurance official site and press releases (call centre, HANA chatbot, contact/complaints info). (hnbassurance.com)
• News coverage about the 24‑hour call centre, company growth and the AI assistant. (magzter.com)
• Independent user reviews and consumer posts reporting claim delays and payment disputes (examples collected on review sites). (reviewsrilanka.com)
• Financial performance and Fitch rating coverage (context on financial strength and claims paid). (ceylontoday.lk)

If you’d like, I can:

• Lookup specific complaint threads or recent customer reviews (and summarize the most common, recent issues).
• Find official complaint/escalation forms and the regulator contact details.
• Draft a complaint email or script you can use when calling 1301.

Which of those would you prefer?