AIA Showcases Keys to Excellent Customer Experience: Tech Groundwork, AI and Personal Service

Fresh as a mornings brew, AIA showcased their digitalization movement this year. An insightful way on introducing how they innovate in their goal of building healthier, stronger and better lives. 

AIA CEO Kelvin Ang says "Welcome to our second face to face meeting as we share what we have been doing after the pandemic. There's a lot of things we worked on and some of you may ask why we are doing this, it's because we want you to witness the people that have been part of our growth and a big announcement last year as we rebranded to AIA. The need to change constantly has been something that happened especially on the digital side. We are in better position to embrace the future especially in the technology, digital l, and data analytics. We used to have so many layers, we restructured it so we can work faster. We have started this in the company and the work we do with agile tribes. In our 75th year we need to start thinking about embracing change and improvement. Learning is a big part in our organization, make it sustainable, expand further and deeper. We have community, bots, an innovation culture in our organization."

He adds "In the past we used to have processes that took two weeks, now it can be done in 20 minutes. We want to make it easier for our customers. We continued to improve our customer portal online, and this year we spent a lot building sales platform to better assess their needs versus our products. It was done on Facebook messenger and fulfill our mission to make it accessible and more affordable. The one we're sharing today is something that is fun and practical, something from our innovation lab. Plus the new distribution to make it accessible and affordable like our other products."

Chief Technology Officer Noel Mendoza explains "The best worst thing that happened in technology was the pandemic, people had to adapt in a faster pace. Everything had to be changed, and it has changed the way consumers get products and services. What we want to share is the things we need to do in the office. It's very different, as customers demand more and to be able to listen to them. It allows us to attune to customers needs today. This will change over time, and this is our innovation program. Our lab makes us understand what is possible, it's where we see what's relevant in the market. We will give you a taste of that and why automation is important."

Dwayne Tin the Innovation and Automation Lead of AIA says "We are not a physical lab, we enable everyone from CEO to customer to have a voice. It's a virtual representation of what we try to be. In a minute you can do a tour to experience how it is to be part of innovation on ground."

The consumers are vital for technology to reach goals. Improvement needs feedback to see what works and what doesn't. Interacting with customers made them learn to discover and combine things in an automation process. The chat bots was made with the customer in mind, to start conversations that are usually asked, like payments and or policy updates especially if they want to information now. It also is manned by digital workers to provide services fast, without queues, send it to you even with multiple policies in tow. Now it just isn't queries they answer, they do transactions and can do it also on My AIA for more secured ones. It also gives customers the ability to understand the costs without being too shy about asking an actual person, even just on messenger you can already accomplish things. It allows in person conversation to a minimal, so they too can concentrate on those what matters most.

Thank you to everyone who showed us around their offices this morning. Really appreciate it!

AIA Philippines want this to be better, to make sure they can build more things to help more customers in the future. That's a noble thing.

The Valencianos Talk About Parenting, Preparedness and Journey with AIA Philam Life

Philam Life just held an online event about family values featuring some of our favorite people in the world, the Valencianos. Gary, Paolo, and Sam has always been in the public eye and it's nice to see them talk about their family and how times have changed.

Gary actually had a hard time being a parent, he opened up about how much he would have wanted more for his family. Paolo and Sam on the other hand had the same fears, despite being successful, they still had to be prepared amidst this pandemic. He says "It's not difficult to remember, I was very young, but on October 12, 36 years ago, at that time I was only 19 and I must say, I was in the middle of an entertainment scandal because I was unwed. I loved Angeli, and when she gave birth, I wanted to show Paolo and tell them, I have him. That's what I felt back then. I had a concert too, I told them why I was late, it was because my son was born. In a family of 7, I still didn't know what a parent was. My Mom was always the disciplinarian, she taught me how to be generous and always pray. My Dad was a quiet man, he told me and put his hand on my, he told me he was going to be by my side no matter what. It was why I had my core, it was something which made me think, I was going to be for my children. I want my family to look at them about my situation that I had to make sure I was insured as it (cancer and heart issues) comes out of nowhere, it has to be taken cared of."

 

Paolo and Sam says "We are still adjusting, still figuring out things in the industry. We are in the forefront to find new ways to put together shows, as parents, we are finding ways to be there for our kids. It's an interesting time for everyone. We were talking about online classes earlier, and you really can't really just leave kids to teachers out there. They had to keep the kids engaged, it's hard. I always tell my folks, I was the best mistake they have ever made. In our case, everything was planned, but when we got married, I had not broken in to the industry yet. I was finding ways to support my family. Some people told us you can't be prepared, just take that leap of faith, with no idea how to raise a kid, everything just came so naturally. When you're in that situation, everything you just see on viral videos before, it happens to you. We kind of figured out how to do it, she's such a blessing, I felt how my Dad felt, forget everything that comes out after you see that other human being. The way we were doing things at home, everything changed. Not sleeping was just my biggest fear, they didn't tell me you're not gonna want to sleep because you want to make sure she's okay. The most we fear is her dying young, I don't think any parent would want that to happen. You always want them to be safe and healthy. Last year was every parents worst one on us thinking how this pandemic would treat us, especially for a live events director. The crisis we went through, lockdowns and social distancing, it was a tough pill to swallow. It doesn't really help on your mental state especially when an industry collapses, among many nights, but now we are bouncing back. It's better."

Leo Tan the Chief Marketing Officer from Philam Life says "The Philippines has a 2.7 Trillion protection gap. It's how much Filipinos need versus what they have in case soemthing happened like serious illnesses, hospitalization, and this is reality. Philam Life, has paid 2.5 Billion of benefits every year but we have to educate Filipinos to be prepared financially."

Tennyson Paras, Head of Products for Philam Life says "The company made us rethink our strategy. It's not about laboratories or boardroom, use our personal experience to bring products that would benefit our clients. We need to demystify the value of life insurance, we keep it simple and relevant."

Aside from that, they also advocated Philam Life's AIA Med Assist, AIA All-in- One, AIA Critical Protect 100 and AIA Health Cover. AIA Critical Protect 100 was done to create protection for 100 critical illnesses no matter what age. AIA All-In-One is a more affordable life insurance plan so you get protected in times of death, accident, disability, critical illness and other risks. AIA Med-Assist can help if you need to pay unexpected medical expenses and the AIA Med-Assist can be added to current HMO and life insurance coverage so you don't get shocked if you encounter life's uncertainties. Their fourth one, AIA Health Cover is a peso-denominated insurance plan that includes health and critical illness protection. Their products are available, the Valencianos didn't even have to go to the Philam Life offices to get it. Their protection trinity can get you coverage for SAD aka Sickness, Accidents and untimely Death. They propose new products, solutions to tailor fit on your life stage and ability to pay. You need to adapt to change, and securing your family's future is important just like your essentials.

Share the Love and Give Back with AIA Philam Life

2020 is about to end and hopefully, nothing bad will happen from hereon. We remain good, hopeful, we learned a lot, and lucky to still have our time with family and friends at the comforts of our home this Christmas. But think about it, not everyone is actually lucky. There are folks who lost their jobs, families who got hungry, even organizations, foundations and charitable institutions who lost funding because everyone is in dire straights when the lock down happened. I just hope they're not suffering, especially the people, the children who they are taking care of.

Anyway, we still have a lot to be thankful for. The question I always ask my interviewees when I end a session is "What are you thankful for?", I guess in the months we've been locked in on our homes, it still brought something good with humanity. People have sought and helped family, other folks, relative or not, just pretty much our fellow Filipino. It's also the right thing to do.

AIA Philam Life is doing the same. They're giving back to one of these charities:

SOS Children’s Village -  An NGO focused on fostering care for children.

Haribon Foundation - All for biodiversity and conservation.

Leonard Cheshire Foundation - A health and welfare charity organization.

Anawin Home for the Elderly - A care center for the abandoned and elderly.

There are more. If you become the winner, you can get to choose a partner charity organization. They will receive Php 100,000 from AIA Philam life, which I'm sure they need right now. This is the AIA Philam Life Share the Love and Give Back Promo. You may check the whole mechanics here https://bit.ly/PALSignUpForACauseMechanics. You can also sign up for it here https://bit.ly/PALSignUpForACause so you can help them help others. Check out the hashtag #TuloyAngBuhay on social channels to see more of it.

That's a good thing.