Wong Sze Keed is the CEO-Designate & Chief Distribution Officer, AIA Singapore
We have developed an archive of digital content and tools to support our insurance representatives. This includes online training sessions through a Learning Management System on best practices for communicating with customers, a non-face-to-face sales (NFTF) solution platform that allows for identity authentication via My Info and remote authentication for the customer to confirm the sales, as well as access to EZ Point-of-Sales to allow the management of all requested policy changes digitally. Other digital tools being deployed to further facilitate our insurance representatives’ remote customer servicing efforts include iSmart, iResource, and iLive webinar sessions.
For our customers, we developed My AIA SG, a 24/7 secure digital platform that allows them to access their policy coverage details and submit policy service requests any time of day. In addition to this, customers are also given the option to receive their policy payouts via PayNow as well as submit their premium payments through Pay EZ, our digital collection platform with instant Giro and PayNow.
Embracing New Normal
Our employees and agency force are incredibly resilient and adaptative, and I am proud of how quickly they have embraced the new normal. For example, the majority of our insurance representatives have adopted our new NFTF sales solution platform since it launched in mid-April and we are monitoring new business numbers coming through the platform to evaluate its effectiveness. Already over 70 per cent of all customers’ service requests are submitted digitally through My AIA SG, with 80 per cent of new policy contracts delivered electronically via the platform.
Into The Future
The Covid-19 outbreak and resulting global pandemic have fundamentally changed the way businesses will operate – not just for today but in the years to come. Social distancing measures and intermittent lockdowns and circuit breakers coupled with working and communicating remotely, will become the new normal, at least until a vaccine is found. Businesses will have to find new ways to operate virtually for the foreseeable future. For us, it is essential that our customers continue to receive the best service they deserve, despite our insurance representatives going online. As we continue to embrace this new norm together, we are also working on plans to increase our adoption of digital platforms to conduct business which will be announced in coming months.
Care For Customers & Community
Since the first confirmed case of Covid-19 was announced in Singapore, we have been working closely with the government and life insurance industry to support our customers and the community. An example of our proactive efforts is free Covid-19 coverage for 2.6 million existing eligible individual customers, corporate members, employees and tied representatives. As of 30 April 2020, AIA Singapore has paid out 54 separate claims to customers holding individual and corporate policies. We have also paid close to S$100,000 to customers for Covid-19 related claims so far. Expediting any claims relating to COVID-19 through a dedicated customer care team.
We are also covering the cost of 50,000 video medical consultations provided by WhiteCoat, an on-demand tele-medicine provider, for all policyholders of AIA HealthShield Gold Max, which is a MediSave-approved Integrated Shield Plan. For customers who are facing financial difficulties as the pandemic, we are extending the grace period for them to pay premiums due and continuing to provide uninterrupted coverage of these policies for up to six months.
A dedicated webpage has also been set-up on our AIA corporate website to provide customers with information about our initiatives, latest industry updates on COVID-19, and resources to on support available. Through AIA Vitality, our comprehensive health and wellness programme, we have been helping Singaporeans manage their health through collaborations with our partners, such as Fitness First and Health Can be Fun. We conduct weekly live webinars with topics ranging from fitness sessions to nutrition workshops and healthy cooking demonstrations.
Our staff and AIA Insurance Representatives are also doing our part for the community by raising funds and donating groceries for beneficiaries of our adopted charity, the Children’s Wishing Well.
All images are courtesy of AIA