AIA Insurance ramps up digital tech

AIA Insurance has ramped up its digitization, analytics and Robotic Process Automation (RPA)-based efforts during this COVID-19 crisis, to ensure superior service to customers even while AIA’s staff was all working from home.

These solutions are both, tactical and being industrialized for the long-term. The unprecedented crisis has put significant strain on the insurance industry especially on the sales, recruitment and service processes. With the sudden halt of travel, customer visits and face-to face meetings and service had to become digital. The challenges to most companies have been significant, as a new norm emerges, the company said in a media release.

According to AIA’s CEO Nikhil Advani, “it is imperative that we respond with innovation, agility and effectiveness in situations such as these. Yes, we are facing a crisis like nothing we’ve dealt with before, but our promise to our customers remains unchanged. AIA is very well capitalized, able to meet any claims and ready to help our customers while continuing to provide superlative service. We understand that now more than ever, people need to be financially secure and protect their loved ones”.

He further said, “Customers switched to digital purchasing, payments and other transactions very quickly. We needed to be agile and support them. We invested massively in the training of our Wealth Planners, implemented an online sales process, e-submission of application for insurance and service requests, so customers can start planning for their insurance needs without any delay, from the comfort of their own homes. We also provided telemedicine services to all our customers, from leading telemedicine provider oDoc, so they can easily access doctors and get their prescriptions delivered, during curfew.”