The Digital Insurer Award - AIA Company Limited
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AIA Thailand was established in 1938 and offers various insurance products and services. It has over 55,000 agents and covers 30% of life insurance in the country. In March 2020, AIA Thailand launched its Digital Face to Face program to allow agents and customers to meet and purchase insurance policies remotely during the COVID-19 pandemic without physical contact. The program uses voice recordings, email, and photo ID verification to complete insurance applications safely online. It saw policy applications double during another outbreak in January 2021, showing the effectiveness of the remote service for customers during the pandemic.
The Digital Insurer Award - AIA Company Limited
- 1. AIA confidential and proprietary information. Not for distribution. AIA confidential and proprietary information. Not for distribution. March 31, 2021 Digital Face to Face AIA Thailand 1
- 2. AIA confidential and proprietary information. Not for distribution. 2 AIA Thailand was established in 1938 and is a member of AIA Group. The company offers various products and services, including life insurance, personal accident, health insurance, group insurance, credit life insurance and provident fund management services. As of January 2021, AIA Thailand covered approximately 30 percent of all life sum assured in the country with the most extensive agency network of over 55,000 agency forces actively servicing nearly 5.2 million individual policy holders and over 11,000 group insurance schemes. We also boast the highest number of Million Dollar Round Table (MDRT) members with over 2,200 MDRT qualifiers and the highest number of IC-licensed agents in the country, reflecting the standard of excellence and unmatched ability of the Company.
- 3. AIA confidential and proprietary information. Not for distribution. 3 Apart from offering life protection and investment opportunities, another aspiration of AIA is to be an integral part of its customers’ life by creating a positive impact that encourages them to live 'Healthier, Longer, Better Lives' through various health promotion activities. Moreover, to ensure that AIA Thailand provides exceptional services to customers, the company has been determined to develop and deliver projects that engage technology to ensure better services that are more user-friendly for its customers such as AIA Digital Face to Face
- 4. AIA confidential and proprietary information. Not for distribution. 4 AIA Thailand’s Digital Face to Face Service
- 5. AIA confidential and proprietary information. Not for distribution. 5
- 6. AIA confidential and proprietary information. Not for distribution. 6 In March 2020, AIA Thailand’s Digital Face to Face project was introduced due to the rapidly changing situation caused by the spread of the COVID-19 virus as a channel for agents and customers to meet and secure new insurance policies without the need for physical contact. Social distancing and restricted travel nationwide meant that customers who were looking to purchase insurance protection were greatly affected. To solve this problem, AIA Thailand offered a new way for customers to access the company's insurance policies and was the first company to introduce a new way of purchasing insurance through its program called ‘AIA Digital Face to Face’ which was developed by AIA’s Agency Distribution Platforms (ADP) Digital Office and delivered in March 2020.
- 7. AIA confidential and proprietary information. Not for distribution. 7 This program allowed AIA agents to record conversations with their customers to use the voice file as evidence confirming the insurance purchase in line with the announcement of the Office of Insurance Commission. After the purchases has been confirmed, the agent would send documents including a completed insurance policy application, a financial health survey form, and other required documents for the customer to verify via email or other applications. Once the customer has confirmed the purchase, they would submit a photograph of their ID together with their signature as well as verify the validity of the document. When the insurance policy is approved, AIA would send the insurance policy to the customer via registered post to the address that the customer has provided in the form. This new way of insurance sales is offered so that customers feel safe and secured during the COVID-19 crisis. Moreover, the Digital Face-to-Face project is highly customer centric as it aims to facilitate customers as much as possible during a very
- 8. AIA confidential and proprietary information. Not for distribution. 8 During the second wave of the spread of the virus in January 2021, the number of insurance policy applications through the program doubled compared to other periods, confirming that the AIA Digital Face to Face system is effective in providing a communication channel for agents and customers to access insurance policies and help them live 'Healthier, Longer, Better Lives'.
- 9. AIA confidential and proprietary information. Not for distribution. 9 THANK YOU!