Innovative Technology for Motor Claims in Thailand as ‘Aioi Remote Survey’ Implements Fermion Merimen’s TrueSight Interactive Video

Key Highlights

Client Needs

With rapid advancements in technology increasing customer expectations, Aioi Bangkok Insurance (“Aioi”) identified the need to prioritize service and convenience for its customers, especially in claims experiences. Aioi was clear that it wanted to make necessary enhancements to enhance the efficiency of its claims process while making things easier for its customers.

The Challenge

The efficiency, ease and speed of an insurer’s claims services have been identified as a critical factor for customers.

Aioi needed to incorporate an innovative technology in its claims process that would result in convenience for its customers and faster turnaround time for claims processing and approval, thus improving its service standards.

The Solution

Aioi implemented Fermion Merimen’s TrueSight Interactive Video Call to facilitate the damage inspection/survey process. The technology enables customers to file online claims via a single device such as their mobile phones –  the claims made in a digital format (and without the need for a physical survey) then enables faster and more efficient processing.

Strategies Implemented

• Aioi implemented Fermion Merimen’s TrueSight Interactive Video Call to work as a ‘Remote Survey’ which verifies the damage from insured accidents as fast as they can, without having to send surveyors to the location of the accident.
• The TrueSight Interactive Video Call provides innovative solutions for all insurers and insured such as capturing of damage photos with annotation, real-time sign off claims document, verifying the accident location for geolocation, and chat box for texting.
• SMS is sent to start the remote survey. The insured does not need to install a new or separate app and all data such as photos of the damage and relevant files will be saved into the system for the convenience of the insurer.

Outcome(s)

• Faster and more efficient: the damage inspection process has become faster and more efficient as it can be done without the need of physical survey
• Excellent Service for customers: when using the TrueSight Interactive Video Call, once the documents are complete and accurate, customers receive claims online-document immediately after ending the call for repair arrangements.
• Time & Cost Savings: TrueSight Interactive Video Call helps to reduce travel time for inspection and waiting time for customers.

About the Client

Aioi Bangkok Insurance Co., Ltd. was inaugurated in 1951 under the name of “Oui Sin Po Hiem” and “Wilson Insurance” respectively until it became Aioi Bangkok Insurance Co., Ltd. in 2005. Over the past 57 years, its main business has been Non-life insurance, which focuses on motor insurance with Toyota as a partner, with its head office located on Sathorn Road.

In the year 2012, the company registered its transformation into a public limited company with the Department of Business Development Ministry of Commerce on December 3, 2012 and changed its name to Aioi Bangkok Insurance Public Company Limited with a commitment to development to provide services at an international level.

Aioi Bangkok Insurance is committed to continuous service development, efficient management, and teamwork. It cherishes the ability to accept a variety of insurance, handle claims, solve problems, introduce new products to meet clients’ needs and pursue technological development. These are the areas the company focuses on in order to achieve its goal of maximum customer satisfaction.