Maintaining a Strong, Resilient Balance Sheet
Technology, Digital and Analytics Transforming AIA
Industry-leading Cloud Adoption
>70%
AIA
Delivering Leading Customer Experience through Digital
15%
>4x
increase Cloud Adoption
Dec 2021
Jun 2020
Improved Customer Experience with
Straight-Through Processing
35%
Jun 2020
More than half of customer transactions
processed straight-through with
no human intervention
58%
Dec 2021
Buy
Service
Claim
>95%
Policies issued
electronically
>90%
New policies with
digital payment
>9.2m
Online registered
customers
App Store Rating
of AIA Service App
4+
CN, HK, TH, SG, MY
75%
Claims submitted
digitally
100%
Claims paid
digitally
CN, MY, VN, ID, AU, NZ, KR
Analytics Powering Everything We Do
>100 analytics use cases
across the Group delivering
VONB, claims and persistency benefits
Digital Insurer of the Year
InsuranceAsia News, 2021
Asia's Leader in
Infrastructure Modernisation
International Data Corporation (IDC), 2021
ā
2021 InsurTech Initiative of the Year (CN)
Digital and Emerging Technologies Category (HK)
Best Digital Transformation Life Insurance Company 2021 (TH)
Digital Experience of the Year Award for Financial Services (SG)
Best in Future of Digital Innovation (MY)
Note: For Dec 2021 unless otherwise statedView entire presentation