Major Insurer in Malaysia Launches Smart App to Boost Policy Sales and Elevate Customer Engagement

Key Highlights

Client Needs

One of the largest general insurers in Malaysia looked to develop a comprehensive mobile application to serve as a single consolidated platform where its customers can perform self-service activities as well as to cross-sell other products. This new app must support the insurer’s plan to extend its offering to incorporate other lines of businesses.

The Challenge

The insurer had separate mobile applications to serve different lines of businesses which were not integrated to any of its backend systems, resulting in limited digitalization and automation.

The existing mobile platform offered limited after-sales assistance and required better user interface and experiences – therefore, downloads were low, and the apps were under-utilized. These apps were developed and owned by third-party administrators, instead of the insurer itself.

The Solution

Fermion Cyber Village developed a powerful, secure, flexible and robust mobile solutions platform, complete with personalization and omni-channel capabilities. The solution delivers a feature-rich mobile application which enhances interactive customer engagement across multiple mobile devices and improve transaction efficiencies with real-time information and straight-through processing options.

Strategies Implemented

The solution is designed to:

• Provide a single consolidated mobile platform to provide mobility solutions to multiple lines of businesses including motor, home, travel and medical insurance.
• Provide customers with full self-service transaction capabilities on an “anytime, anywhere, any mobile device” basis.
• Integrate with insurer’s core backend systems to enable online retrieval of real-time policy details and straight-through processing of claims
• Provide secured online access and applied “banking standard” 2-factor authentication to protect sensitive customer information and payment transactions.
• Run on a proven, scalable and secured mobile technology platform and API architecture – making expansions to include new lines of businesses easier in the future

The insurer is given full ownership and right of use of the mobile app and platform, implemented on-premise in its own environment.

The Outcome

• Improved operational and technical management – the single consolidated platform catering to multiple lines of businesses eased daily and technical operations
• Full service self-serve transaction capabilities – such as comprehensive policy view, purchase and renewal of policy, getting 24-hour emergency assistance and online claim submission & tracking.
• Easy expansion to include new lines of businesses – enabled by the scalable and secured mobile tech platform and API architecture.
• Cross selling of other available products

About the Insurer

A member of one of the largest general insurance groups in the world, the insurer also takes pride in being one of the largest general insurers in Malaysia with a nationwide network of 20 branches and a multi-channel distribution network established through its strong partnerships with agents, brokers, motor franchise and corporate clients. Its parent company is present in more than 40 countries with a global net premium exceeding USD 10 billion and total assets of over USD 50 billion.