AIA PHILAM LIFE: Protecting Filipinos in Just 20 Minutes
“The pandemic served as the catalyst that pushed us to beef up our digital capabilities quickly. As soon as the physical distancing measures were put in place, we knew we had to respond with speed and ended up launching the enhanced digital selling platform (the precursor of coffee closing), our Facebook Messenger chatbot, claims and policy requests online via email, among others, within two months of the quarantine. Some of these were already in development and the situation forced us to be ready to launch as soon as possible,” shared Kelvin Ang, AIA Philam Life Chief Executive Officer.
“When we did this event last year, we were happy to announce the completion of our customers’ digital journey with us. This year, the focus is how to further improve and streamline our processes to ensure that our customers have the best experience with us. And with a customer-centric approach to these efforts, fulfilling our mission of racing against risk and helping more Filipinos live Healthier, Longer, and Better Lives becomes faster and so much easier,” he added.
Faster Way to Get Protected
In the past, a traditional life insurance policy
application can take almost a month or so to wind its way through the
application procedure which involves physically meeting with a financial
advisor, submitting a lot of paperwork and exchanging printed proposals, before
it gets to the tedious underwriting process, and paying your bill. AIA Philam
Life's Coffee Closing Project simplified this into a three-step, 20-minute
process which includes e-Submission and e-Signature where the client can review
all the information they provided and acknowledge the agreement, e-Payment
where the customer pays via debit or credit card, and Auto Underwrite which
finalizes their insurance policy. All of this can be done through AIA Philam
Life’s iPad-based interactive Point- of-Sale (iPoS) tool and a secure link
provided by the financial advisor.
At the heart of Coffee Closing is Fusion, the
first AI (artificial intelligence)-powered and award- winning digital
underwriting platform in the industry which helps validate insurance
applications in a faster, more reliable, and accurate manner.
Fusion has been proven to process 3,000 life
insurance applications per second and 60,000 times faster than the traditional
manual underwriting procedure. By transcending rule-based automation and using
superior cognitive automation, the system learns patterns from analyzing a
hundred years’ worth of AIA customer data to bring a century’s worth of
knowledge into the present.
“Since 2012, we’ve been continuously upgrading and improving our digital platforms to make sure that our people are equipped with best in class tools that can enable them to provide a seamless experience to our customers,” said Margarita Lopez, AIA Philam Life Chief Operations Officer.
“And to make sure that we are not making assumptions on what is important for them , we involved our customers at the very heart of our design, reimagining what we could do to address what matters to them. The result is a completely delightful digital experience for customers and for our financial advisors alike,” she shares.
“Technology, Data and Analytics will be the driving force that will enable our plans moving forward. AIA Philam Life intends to be at the forefront and lead in digitalization for the life insurance industry,” said AIA Philam Life Chief Technology Officer Emmanuel Mendoza.
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Wow ang ganda naman po nitong ginawa nila
ReplyDeleteAng galing ng system nila,much improved at pinadali para di Mahirapan ang mga costumers
ReplyDeleteSuper nice naman nito kasi alam nila na love ny mga Filipino ang coffee kaya mas gumawa sila ng way na mas madali para sa costumer
ReplyDeleteNice business technique..Much convenient para sa mga customers nila
ReplyDeleteSuper convenient talaga ito system nila talaga namang madaming customer ang matutuwa dito
ReplyDelete