AIG Thailand Raises Auto Claims Bar with Fermion Merimen’s eClaims Platform

Key Highlights

Client Needs

To strengthen its leadership position in Thailand’s personal insurance market, AIG Thailand sought to enhance its motor claims process and transform its customer experience by choosing embeddable technology that engages all stakeholders in the motor claims value chain to automate its motor insurance claims and notifications processes.

The Challenge

For every claim, the insurance company work with several different parties such as the workshop, loss adjuster, surveyor and claimant, and traditional complex claims processes involving multiple parties proved to be a challenge which led to issues of double entry, loss of information, lack of operational visibility and delayed communication with customers.

In addition, to file a motor insurance claim, AIG customers had to fill numerous paper-based forms and submit these with additional supporting documents. The information was then manually entered into the insurance company’s aging system. Although appearing as a straightforward simple process, if any step was missed, such as lacking the right supporting documents or incomplete forms, the claims submission could not be processed, lending inefficiencies, and increasing the wait time for a claim to be processed.

These inefficiencies affect AIG’s customer experience.

The Solution

AIG Thailand implemented (Fermion) Merimen’s first-of-its-kind embeddable technology to digitize and streamline its claims submission process and claims management operations, whilst engaging all stakeholders in the value chain.

Strategies Implemented

AIG launched (Fermion) Merimen’s eClaims platform in 2019 to fulfil its vision of a digital, streamlined motor claims process.

• The solution incorporates all of AIG’s stakeholders in the motor insurance claims process into an ecosystem – this includes surveyors, workshops / garage operators, auto parts suppliers, loss adjusters and other third parties.
• The versatility of the eClaims platform allowed AIG to integrate (Fermion) Merimen’s TrueSight Interactive Video within the platform. An industry-first Video Interaction Tool for motor survey, TrueSight Interactive Video enabled surveyors to complete the entire survey process remotely, without the need for physical site visit.

Then the entire process for claims was automated.

The Outcome

• Improved communication – AIG Thailand now engages its customers directly in a timely manner, for example SMS notifications on claims status whenever a progress was made such as repair quotation approval or when workshops / garage operators started on repairs.
• 24-hour approvals – With a more streamlined and efficient workflow on the eClaims platform:
  • More than 95% of repair quotations and details are reviewed and approved within 1 day.
  • Over 97% of payments for repairs can be approved within 1 day after submission of documents by workshops / garage operators through eClaims.

• Enhanced partner and customer satisfaction – AIG Thailand attributes its ability to elevate customer experience to faster and easier communication achieved through the eClaims platform. Workshops / garage operators are satisfied with the speed and streamlined process, and are more willing to provide service priority for AIG-insured vehicles.

About AIG Thailand

AIG is a leading global insurance organization with 80 years of business operations in Thailand – providing a wide range of property casualty and life insurance, retirement products as well as other financial services to millions of consumers and commercial businesses. AIG Thailand is a leading motor insurer in Thailand.

Website: https://www.aig.co.th/