Digital Transformation and Health & Wellness Journey
To provide our customers with even more support, they will also have access to an extensive network
of nutrition coaching, weight management and chronic disease management services with healthcare
technology company Holmusk. But if something does go wrong, a diagnosis is just one tap away.
Through our telemedicine provider Doc2Us' streamlined platform, customers can consult with a
physician, receive a diagnosis, and have medicines delivered right to their front door.
For more serious conditions, medical management solutions company Medix provides access to an
international network of specialists to advise and guide customers through the most suitable treatment
options and latest clinical trials.
In addition to our customers' physical wellbeing, we also prioritise their financial wellbeing. The Financial
Health Check on My AIA provides customers with an overview of their insurance covers, helping them
understand which areas have gaps and providing personalised solutions as their financial needs change
throughout their life. So far, over 180,000 customers have completed a financial health check. This is
an important step in the process for regular engagement ... a way for agents to keep on top of customers'
evolving life stages so that we can be an active partner in their lives and driving increased customer
life-time value.
AIA Malaysia's TDA journey has successfully brought us to a place where we are able to provide a wide
range of self-serve, frictionless services, and unique experiences. Our integrated, shared value
proposition is delivered through a deeply-personalised service to our customers. With easy access to
best-in-class partners, we offer the right care when it is needed with clinical efficacy.
Above all, we offer confidence and peace of mind, which are what our customers value and come to
expect from AIA. Our customers agree and are responding well to it. My AIA already has over a million
registered users and high ratings on the app store. Our agents have generated over 400,000 digital
leads. And the digital tools we have created are being put to good use. Nearly all applications and claims
are submitted digitally and 100 per cent of claims are paid digitally.
Fisher Zhang - Chief Executive Officer, AIA China
I am incredibly excited about the next stage of our TDA development for customers. We call this One
Experience. This is a step change in our use of TDA ... a completely digital, data-driven and integrated
customer service, nurturing and engagement platform.
One Experience is designed to further enhance our customer experience and affinity whilst creating a
multitude of business benefits for AIA through greater customer insights. It brings together AIA's
comprehensive propositions, including health and wellness, wealth management, retirement and legacy
planning, segment-specific social media content, activities, privileges and tools designed to drive higher
awareness and engagement.
Backed by a powerful data mart and customer tagging system, One Experience can bring us rich
behaviour data and generate many actionable insights. This will lead customer experience into the next
level as we engage our customers in a much more personalised and targeted way and build life-time
affinity. One Experience will seamlessly integrate with our agency digital platform, automatically
providing our agents with relevant and timely hot leads, existing customer next best offers, and sales
opportunity prompts designed to deepen customer relationship and significantly increase agent
productivity.
We will launch One Experience in December. Riding on this platform and strong data analytical
capability, we will be able to engage more meaningfully with millions more prospective customers via
social media and third-party digital platforms, vastly increasing the pool of prospects for our Premier
Agents.
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