Indonesia:Manulife shares its tech-driven service initiatives

| 16 Jan 2020

Manulife Indonesia (L-R) Ryan Charland, President Director & CEO; Hans De Waal, Director & Chief Operating Officer; and Oke Pitrajaya Kusuma, Head of Center of Excellence. (Credit: Manulife Indonesia)

Manulife Indonesia introduced its technology-driven service initiatives at its first media gathering in 2020 attended by national journalists both from online and print media.

These initiatives include a new premium payment channel, an enhanced interface of written correspondence with customers, and equipping its agents with a new digital app that will enable them to provide real-time responses to customers.

These innovations are in line with Manulife’s vision and mission to continue to help people make decisions easier and make their lives better, said the company.

In his opening remarks, Manulife Indonesia CEO Ryan Charland expressed his empathy to those affected by the recent flood that happened in Greater Jakarta and its surrounding area. He also shared Manulife’s response to provide free of charge policies and cashless card replacement to the flood's victims.
 

Responding to consumer behaviours

Indonesian consumers spending more time on the internet and relying on online information have a significant influence on their buying decisions, according to a Google Indonesia survey in 2018. It found that 68% of consumers rely on their smartphones to acquire information on products and services.

Responding to consumer behaviours, the company has launched online payment for customers this year complementing other payment methods such as through credit cards, transfers or autodebit.

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The insurer has also launched various initiatives that support its agents, such as ePOS and MiLearn. Using ePOS, agents are now able to submit new businesses digitally, which reduces paper usage. Meanwhile, MiLearn is a digital training app for its sales force, both agent and financial specialists, whereby they can improve their skills at any time to carry out their role in providing professional and quality financial planning solutions.

As of November 2019, Manulife Indonesia has more than 2.5 million customers, it has also paid Rp5.3 trillion (US$388 million) in claims as of November 2019 (unaudited), an amount that equals Rp15 billion per day or Rp608 million per hour, and manages more than 7,000 professional agents throughout Indonesia.

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P.S: We are looking to recognise the insurance company that successfully launched a digital transformation initiative in its operations, whether consumer-facing or in support of agents, to assist and enable advisers in the course of their work. Find out more here - Digital Transformation of the Year