Digital Transformation and Health & Wellness Journey
Lower claims and higher persistency create an actuarial surplus that is channelled back into programme
enhancements. Members then benefit from cheaper insurance and more comprehensive protection,
making our products significantly more competitive and attractive.
Superior customer preference for AIA means lower lapse and higher propensity to purchase additional
products. For example, Gold and Platinum AIA Vitality customers have up to 50 per cent lower lapse
rates and purchase additional products at a rate 80 per cent higher compared to non-Vitality customers.
Our agents who sell AIA Vitality integrated products are four times more productive than standard
agents. They have more touchpoints with their customers on their health journeys, giving them multiple
opportunities to engage and cross-sell.
Christian Wards Director of Group Health & Wellness Transformation
AIA Vitality is our signature wellness programme and core to us being a shared value insurer. It also
holds a central position in delivering on our "payer to partner" ambition by providing end-to-end Health
and Wellness journeys to our customers, using the strategic framework of predict, prevent, diagnose,
treat, and recover or PPDTR.
Under this framework, we partner with the best-in-class solution providers to deliver relevant and
personalised interventions and services across the PPDTR journey that provide the right care at the
right time to improve health and wellness outcomes.
We are expanding our partnerships with providers that demonstrate clinical efficacy and scalability in
Asia, enabling us to deliver health and wellness journeys integrated with our insurance products to
deliver differentiated customer propositions.
The COVID-19 pandemic has structurally altered attitudes and access to telemedicine usage in Asia,
with overall initial online telemedicine consultations increasing 84 per cent in the first half of 2021. We
have seen markets such as Singapore realised over a tenfold increase in initial consultations since the
onset of the pandemic as customer preferences have shifted. And as customer demand evolves, we
are expanding telemedicine services from six to ten markets already in 2021 to match these needs.
And we are making it easier for customers to use our Health and Wellness services in our development
of integrated digital platform with a focus on a superior user experience. We are live in China as our
initial market, let's see what this means for our customers.
Narrator
A curious non-AIA customer creates an account in seconds and discovers a cool facial biomarker for
health data, and a compelling call to action to sign up to learn more on staying healthy.
A customer who doesn't feel well logs in and finds his scan data shows an elevated stress index. He
starts the Al symptom checker which gives him results and recommendations. He chooses a cashless
tele-consult he knows his medical benefit allows for then orders an online prescription to be delivered.
A policyholder who is stressed about her financial situation clicks the call to action to learn more...
begins the financial health assessment... receives a financial health score and insights... and contacts
AIA to start a retirement plan.
The lifestyle super app will also accelerate our journey to becoming a digital leader by connecting best-
in-class services, features and journeys to give everyone a best-in-class digital experience.
Page | 13View entire presentation