Personalize content and increase engagement
A welcome video is not only a way to welcome customers when they first join a life insurance contract with AIA Vietnam but is also a powerful tool to increase customer interaction and engagement. Personalized content based on each customer’s life insurance policy will create a unique and more intimate experience. This not only helps customers better understand their contracts but also promotes and increases the relationship between AIA Vietnam and customers.
This is the next step on the journey to realizing a customer-centric strategy through a continuous commitment to bringing connection value and enhancing service experience. AIA Vietnam aims to become one of the pioneering life insurance businesses in the market to introduce customer welcome videos with the support of AI.
The video summarizes the necessary and important information in the insurance contract with visual and vivid images and content that will help customers better understand and feel more secure about their insurance contract. Application Using AIA+ – A highlight for improving service experience
With the goal of improving customer experience in all aspects, in February 2023, AIA Vietnam launched the AIA+ application with a series of new and convenient features. This application is not only a convenient insurance contract management platform but also a multi-service tool with many features, a friendly and easy-to-use interface with great utilities such as: (1) Manage insurance contract information, helping customers easily update contract information. (2) Update customer care programs. (3) Renew and maintain the contract. (4) Improve health with Vitality, helping customers monitor and improve their health through the Vitality feature and (5) settle insurance benefits, helping the process of settling benefits become faster quickly and transparently.
In particular, last October, the insurance contract information management utility was updated with a number of new features such as: (1) restoring contract validity/additional products: customers can Restore the validity of a suspended contract or add additional products at your convenience, (2) increase/decrease the insurance amount, (3) add/cancel additional products.
Applying artificial intelligence in compensation appraisal
Committed to providing a superior experience throughout the entire journey from the moment customers start participating until there is a request to resolve insurance benefits or the end of the contract term, ensuring integrity, transparency and speed. In the process of resolving insurance benefits for customers, AIA Vietnam became one of the pioneering businesses to apply artificial intelligence (AI) in compensation appraisal. Applying this technology in appraisal will increase accuracy, reduce appraisal time and customers can receive compensation within 10 minutes if they meet the terms and conditions of the contract.
Ms. Wanda Britton, Deputy General Director of Customers AIA Vietnam shared: “In the context of the constant movement of the digital world, AIA Vietnam is not only a pioneer in providing modern insurance solutions but also a source of encouragement for other units in the industry to constantly innovate and improve customer experience.”
Ms. Britton also emphasized the important role of technology in providing great experiences for customers and consulting teams. “We are proud to have built a leading technology platform and are well positioned to provide our customers and consulting teams with the best experiences.”
With continuous innovation and upgrading of customer services thanks to the application of digital technology to bring the best experience to customers, AIA Vietnam is confidently ready to step into the digital future to serve Customers are getting better and better.
