by Ksenia Stepanova 11 Jun 2020
Insurers have been ramping up their digital offerings over the
past few months, rolling out new chat tools, online adviser platforms, and
making communication easier for every side of the business.
CEO Nick Stanhope says that for AIA New Zealand, some of its digital
capabilities were quite limited before COVID-19 hit, but now they’ve become the
primary channel of communication for customers and advisers.
“We’ve fast-tracked some of the digital things that we’d been
working on in terms of customer experience,” Stanhope told Insurance Business.
“Chat was something that was very limited going into COVID-19, and
our chat now is almost a primary channel for the business in terms of customer
communications, which has been great.”
“Naturally, our thoughts are also towards supporting customers
from a claims point of view – but we haven’t seen any significant trends in
terms of claims at this point,” he continued.
“There’s been some increase, but nothing that’s put any
considerable workload or stress on the team.”
AIA recently rolled out a new online tool for its advisers, which
allows them to ask clients a series of questions and get a rough insurance
decision ready for approval. Stanhope says that although some advisers were
initially reluctant to switch from paper to online, those who have had to do so
have been impressed with the ease and efficiency of the offering.
“The pickup of our online tool has increased significantly as
expected, but some advisers also have a preference to do their applications
through papers,” Stanhope said.
“In a situation like this, the advisers do spend more time
learning and getting comfortable with the online platform, and we’ve had
advisers telling us that they hadn’t really used it before COVID-19, and now
they’ll never go back.”
“It’s a great experience, and there’s a great quote that we should
never let a good crisis go astray,” he concluded.
“We need to make sure that we do make improvements in the way that
we work, and this crisis has made us look at the things we can do better.”
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