Digital Transformation and Health & Wellness Journey
But despite the global disruption, everyone is more aware of their health and wellness, driving greater
demand for our comprehensive protection products. And AIA's accelerated use of technology, digital
and analytics throughout our business has been crucial in supporting our customers, agents and
partners while continuing our strong track record of growing shareholder value.
Lee Yuan Siong - Group Chief Executive and President
In August 2020 we introduced our clear and ambitious strategy, leveraging the five structural drivers of
growth in Asia. At the heart of this strategy is a step change in Technology, Digital and Analytics that
transforms AIA into an organisation of the future.
Today we will demonstrate how we are leveraging the power of TDA to capture new growth opportunities,
driving productivity improvements and greater efficiency across the Group. This has a been critical
factor in AIA's successful navigation through the pandemic, enabling us to support our employees,
customers, distributors and partners when they have needed it most.
We helped our customers navigate uncertainty with uninterrupted support as we embrace new ways of
working across the Group. And our accelerated programme supported our continued delivery of strong
financial results during the pandemic. In China, since 2019, our VONB growth has outperformed the
market by over 30 per cent. And, in the first half of 2021, VONB for all of our reportable segments other
than Hong Kong exceeded their pre-pandemic levels.
As we further embed TDA in our businesses, we enhance AIA's resilience and our abilities to capture
the immense growth opportunities across Asia.
Biswa Misra - Group Chief Technology Officer
At AIA, we are leveraging TDA across every aspect of our business as we transform into a customer-
centric, digital insurer. Through a comprehensive investment programme, we are upgrading all of our
18 business units to achieve our vision of a future-proof AIA that is simpler, faster and more connected.
The fundamental shift is built on world-class technology that is efficient, scalable and agile. Our "cloud
first" policy and modern, modular architecture is fully automated, always on and unleashes the power
of big data and artificial intelligence. We are already far ahead of the industry and we are on track for
the Group to reach our target state by 2023. This modern technology core is foundation for a digital
step change in our customer and distributor experiences.
Our vision is best-in-class connectivity for our agents, partners and customers. Interactions are rapid
and seamless with almost all processes automated and virtually no human intervention. Everything we
do is powered by Al and analytics, providing intelligent service and incredible personalisation.
Powerful digital tools enhance agent productivity and professionalism across every aspect of the value
chain. With automation, we free up our agents from routine admin tasks, making them significantly more
efficient and effective as they concentrate on what they do best, providing high-quality advice for our
customers.
Our plug and play, modular systems enable quick and easy integration with partners and delivery of
shared value outcomes. This is what makes AIA the "go-to" company for partners across Asia. Across
all channels, customers can interact with us whenever they want through simplified and intuitive
processes. All built on principles of human-centred design.
We know that providing integrated services with faster turnaround times leads to better business
outcomes, including improved retention and enhanced financial performance.
Page 2View entire presentation