AIA Singapore obtains SBR TEA for Digital - Personal Insurance

AIA’s platform is designed to create a more inclusive virtual health environment for clients.

AIA Singapore offers customers a comprehensive digital health ecosystem that is geared to make their personal insurance voyage as smooth-sailing as possible, comprising various digital applications, such as My AIA SG, AIA Healthcare, and POS EZ. With the My AIA SG application, the premier insurance provider guarantees a seamless and stress-free experience for their clients whilst effectively encouraging them to lead healthier lives. The platform also provides customers with access to round-the-clock quality healthcare. 

As technological evolution rapidly persists in Asia and the world, Singapore Business Review (SBR) celebrates the accomplishments of organisations that have produced great contributions to this development. In SBR's Technology Excellence Awards (TEA) 2020, products, services, strategies and enterprises are lauded based on innovation, distinction, influence and vigor.

This year, one of the winners is AIA Singapore, an industry-leading insurance company committed to enabling healthier, longer and better lives for their clients through groundbreaking solutions that take care of their physical, mental, and financial wellbeing. For AIA Singapore, this mission spans the provision of individualised services as well as grade-A insurance practices for their clients’ life journey.

Singapore’s premier life insurer is being recognised with the Digital Award for life insurance for its comprehensive digital health ecosystem, encompassing the My AIA SG app, which enables clients to gain a better understanding of their insurance coverage through convenient access to their policy information.

My AIA SG app is a digital platform that boasts secure 24/7 services that inform, enrich and empower the insurance company’s clients through self-service technology, enabling them to submit up to 29 different kinds of service requests, which primarily include day-to-day services requests such as update of contact details and fund switch. Clients are also able to access and view their electronic policy contracts, statements and notices through the platform.

As of December 2019, the app’s user base has expanded from 80,000 to more than 400,000 users, with over two thirds of customer service request submissions conducted virtually. Because of this and the wide availability of service transactions in the application, AIA Singapore was able to reduce up to 20% of customer service counter visits. These numbers prove that clients prefer digital experience over completing transactions the traditional way.

Acting as the ideal companion to the company’s AIA Healthcare app, My AIA SG enables users to activate AIA Pre-authorisation services for non-emergency and day surgeries.

In addition, clients are able to make premium payments instantly, anytime and anywhere, using credit cards and PayNow. Users can also breathe easy knowing they can settle policy-servicing transactions through the app in a secure landscape.

My AIA SG also allows clients to track their AIA Vitality rewards and accomplish all their online assessments so they can have a better knowledge on their health and gain more AIA Vitality points. Additionally, they can also monitor their workouts and steps using supported fitness devices and platforms, which can also contribute to their current Vitality status.

AIA customers can also enjoy benefits throughout the year, whilst AIA Altitude members can retrieve exclusive discounts and promotions from partner retailers via My AIA SG.

Ms Melita Teo, Chief Operations Officer of AIA Singapore, said, “Our steadfast commitment to our customers and drive for a digital-first approach led to the creation of My AIA SG app, the perfect complement to our AIA Healthcare app. We successfully married high-tech and high-touch elements to offer 24/7 seamless digital experiences that empower our customers.

“As we continue to deliver first-class experiences for our customers, the beauty of the My AIA SG app lies in the ability to continuously build and enhance this tool, allowing us to be there for our customers 24/7, and for customers to access a wide range of services that address their needs at different points of their lives. This is how we live up to our brand promise of enabling healthier, longer, better lives for our customers,” she added.

Watch the interview below to know more about their winning project:

The Technology Excellence Awards, presented by Singapore Business Review, was held via video conferencing throughout the first and third week of June.

This year’s nominations were judged by a panel consisting of Daryl Pereira, Head of Cyber at KPMG; Cheang Wai Keat, Head of Advisory Services in Singapore and ASEAN Technology Consulting Leader at Ernst & Young; Chin Chee Choon, Advisory Leader and Assurance Director at Nexia TS; Rizwi Wun, Partner, Acting Head of Intellectual Property and Technology Practice Group at RHTLaw Asia; Carolyn Chin-Parry, Managing Director and Digital Accelerator Leader at PwC.

If you would like to join the 2021 awards and be acclaimed for your company’s exceptional technological innovations, please email Julie Anne Nuñez at [email protected]