Digital Transformation and Health & Wellness Journey
Xiao Bang has a growing portfolio of applications which bring direct financial benefits to the company...
opportunities that would otherwise be impossible. It allows us to systematically engage with more
customers at a scale previously unimaginable. For example, Xiao Bang automatically calls customers
with overdue premiums and intelligently manages over 50 interaction scenarios, and over 110 customer
response scenarios. Already this has helped to recover more than Renminbi one billion of premiums in
the last 18 months and ensured thousands of our customers continue to be protected by AIA.
With each interaction, Xiao Bang is learning and growing, continuously updating its database and
capabilities. In this way, Xiao Bang is the embodiment of our vision of delivering a leading customer
experience, constantly evolving to meet our customers' needs.
Wong Sze Keed Chief Executive Officer, AIA Singapore
Health and Wellness is core to our business. In Singapore, we have focused our innovation efforts on
providing a comprehensive and seamless health, wellness and claims experience for our customers.
We are committed to provide greater peace of mind with financial assurance so that customers can
focus on recovery. This is powered by our Al platform Claims EZ. Customers can use this to submit
medical claims on the go. And Claims EZ made us the first insurer in Singapore to introduce a fully-
digital HealthShield pre-authorisation for our customers, agents and doctors. It is also augmented with
remote authentication capabilities to enable our agents to assist customers with their submissions
electronically.
Powering Claims EZ is a smart OCR engine that auto-extracts information from invoices and bills, and
applies Al and supervised machine learning technologies for auto claims assessment. And it is also
integrated with PayNow, Singapore's secure fund transfer for Immediate and cashless claims
disbursements.
The results are dramatic. 100 per cent of all pre-authorisation requests are assessed using Claims EZ,
with over 84 per cent approved within one day. Our customers can concentrate solely on their recovery
without concerns about costs. 98 per cent of AIA HealthShield claims are assessed by the Al engine,
with 60 per cent processed with no human intervention. At AIA Singapore, 60 per cent of claims are
paid out within 24 hours.
Perhaps the most compelling result of all, is a 20 per cent improvement in claims satisfaction within one
year. Doctors from private hospitals have also given positive feedback on our Claims EZ's pre-
authorisation being fuss free, easy to use, with a speedy turnaround time.
Our efforts have been recognised in the industry. In 2021, we have won several awards for Claims EZ
on technology, innovation and customer experience.
Ben Ng - Chief Executive Officer, AIA Malaysia
AIA Malaysia is a market leader in Customer Experience. Our mission to help our customers live
Healthier, Longer, Better Lives is one which resonates well with the market. All this is enabled through
My AIA, our award-winning comprehensive app.
My AIA provides customers with a digital platform to engage in our total Health and Wellness solution,
including innovative AIA Vitality propositions, to help our customers live their best lives. Through a host
of strategic partnerships, every step of the PPDTR journey is covered in our Total Health solution to
help customers predict, prevent, diagnose, treat, and recover. At the core of predict and prevent is AIA
Vitality, our integrated wellness programme that encourages and fosters good habits for a healthy
lifestyle.
Page | 16View entire presentation