Khun Isorasak Thesratanavong
CEO and President | AIG Thailand Group
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.
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.
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.
AIG launched (Fermion) Merimen’s eClaims platform in 2019 to fulfil its vision of a digital, streamlined motor claims process.
Then the entire process for claims was automated.
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.