The Digital Insurer Award - AIA Company Limited

1. AIA confidential and proprietary information. Not for distribution.
AIA confidential and proprietary information. Not for distribution.
March 31, 2021
Digital Face to Face
AIA Thailand
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2. AIA confidential and proprietary information. Not for distribution.
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AIA Thailand was established in 1938 and is a member of AIA
Group. The company offers various products and services,
including life insurance, personal accident, health insurance,
group insurance, credit life insurance and provident fund
management services.
As of January 2021, AIA Thailand covered approximately 30
percent of all life sum assured in the country with the most
extensive agency network of over 55,000 agency forces actively
servicing nearly 5.2 million individual policy holders and
over 11,000 group insurance schemes. We also boast the highest
number of Million Dollar Round Table (MDRT) members with over
2,200 MDRT qualifiers and the highest number of IC-licensed
agents in the country, reflecting the standard of excellence
and unmatched ability of the Company.

3. AIA confidential and proprietary information. Not for distribution.
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Apart from offering life protection and investment
opportunities, another aspiration of AIA is to be an integral
part of its customers’ life by creating a positive impact
that encourages them to live 'Healthier, Longer, Better
Lives' through various health promotion activities.
Moreover, to ensure that AIA Thailand provides exceptional
services to customers, the company has been determined to
develop and deliver projects that engage technology to ensure
better services that are more user-friendly for its customers
such as AIA Digital Face to Face

4. AIA confidential and proprietary information. Not for distribution.
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AIA Thailand’s
Digital Face to Face
Service

5. AIA confidential and proprietary information. Not for distribution.
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6. AIA confidential and proprietary information. Not for distribution.
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In March 2020, AIA Thailand’s Digital Face to Face project was
introduced due to the rapidly changing situation caused by the
spread of the COVID-19 virus as a channel for agents and
customers to meet and secure new insurance policies without
the need for physical contact.
Social distancing and restricted travel nationwide meant that
customers who were looking to purchase insurance protection
were greatly affected. To solve this problem, AIA Thailand
offered a new way for customers to access the company's
insurance policies and was the first company to introduce a
new way of purchasing insurance through its program called
‘AIA Digital Face to Face’ which was developed by AIA’s Agency
Distribution Platforms (ADP) Digital Office and delivered in
March 2020.

7. AIA confidential and proprietary information. Not for distribution.
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This program allowed AIA agents to record conversations with
their customers to use the voice file as evidence confirming the
insurance purchase in line with the announcement of the Office
of Insurance Commission.
After the purchases has been confirmed, the agent would send
documents including a completed insurance policy application, a
financial health survey form, and other required documents for
the customer to verify via email or other applications.
Once the customer has confirmed the purchase, they would submit
a photograph of their ID together with their signature as well
as verify the validity of the document.
When the insurance policy is approved, AIA would send the
insurance policy to the customer via registered post to the
address that the customer has provided in the form.
This new way of insurance sales is offered so that customers
feel safe and secured during the COVID-19 crisis. Moreover, the
Digital Face-to-Face project is highly customer centric as it
aims to facilitate customers as much as possible during a very

8. AIA confidential and proprietary information. Not for distribution.
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During the second wave of the spread of the virus in January 2021,
the number of insurance policy applications through the program
doubled compared to other periods, confirming that the AIA Digital
Face to Face system is effective in providing a communication
channel for agents and customers to access insurance policies and
help them live 'Healthier, Longer, Better Lives'.

9. AIA confidential and proprietary information. Not for distribution.
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THANK YOU!