For empowering its agents with digital tools during the pandemic; for helping its customers and the community manage and overcome the challenges of the pandemic; and for supporting Singapore's efforts to upskill the financial sector workforce.
Having already been on a three-year digital transformation roadmap since 2018, AIA Singapore was well-positioned to equip its agents with the digital tools and abilities they required to continue serving its customers through the disruption caused by COVID-19.
Despite this head-start, the insurer was not content to rest on its laurels and sought to not only help its customers cope with the challenges of the pandemic but overcome them. Taking a holistic approach, AIA Singapore focused on elevating its ‘Premier Agency’ vision in a few key areas.
Doubling down on customer-centricity, the company launched iSMART, an all-in-one agency mobile app, as part of its efforts to strengthen its digital ecosystem and provide a seamless end-to-end digital experience for its customers. With added financial anxiety stemming from the pandemic and greater expectation for agents to deliver on their promise, AIA Singapore also introduced a claims portal, Claims EZ to reassure its agents of their ability to pay out claims quickly for customers.
With COVID-19 continuing to cause significant anxiety about financial futures and job security, the insurer launched its #EmbracingNewNorms campaign that featured value-added services, complimentary benefits, promotions and consumer education throughout 2020 that stayed sensitive to consumer needs at different stages of the evolving COVID-19 situation.
As part of the campaign, AIA Singapore granted free COVID-19 coverage for 2.6m of its customers, employees and tied representatives; paid for 50,000 telehealth consultations, allowing customers to seek medical help from the comfort of their own home; and offered the AIA COVID-19 Support Programme that allows financially affected corporate customers and individuals to extend the grace period of premium payments.
The insurer has continued to support Singapore’s national agenda of upskilling for a more competitive financial sector workforce. It introduced AIA Financial Career Scheme 2020 – a strategic collaboration between AIA Singapore and AIA Investment management. The programme created 500 new job opportunities with its agency force and provided in-depth training and financial support aimed at fresh graduates and mid-career switchers.
To give back to the community the insurer launched the AIA #ShareTheLove movement to protect essential workers and underprivileged families. AIA agents pledged their support by donating a portion of their policy sales during this period, with all donations matched by AIA Singapore.
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Check out the other winners:
Winners crowned at the 6th Asia Trusted Life Agents & Advisers Awards
Rookie Insurance Agent of the Year 2021- Chan Fun, Nicholas
Rookie Insurance Agency Leader of the Year 2021 - Nguyen Thi Van
Financial Adviser of the Year 2021 - Lee Zi Yi, Michelle
Bank Partner of the Year 2021 - Krungthai Bank
Digital Agent of the Year 2021 - Joyce Chan
Employee Benefits Consultant of the Year 2021 - Anthony Wong
InsurTech of the Year 2021 - Heartzmail
Digital Transformation of the Year 2021 - AIA Singapore
Employee Benefits Provider of the Year 2021 - AIA China
Inspirational Leader of the Year 2021 - Karine Lam
Insurance Agency Leader of the Year 2021- Shih-Fang Huang
Lifetime Achievement Award 2021 - Wong King Kwok Raymond
Insurance Agent of the Year 2021 - Wee Keng Kin Jacqueline
Young Executive of the Year 2021 - Yun Ching Shih, Batsy
Download the winners' booklet here.