As a global luxury car brand, Lexus needed to provide its car owners with top-class insurance that provided fast-track claims services with less paperwork. However, MSIG’s existing process required going through a manual process to purchase policies and verify a motor insurance claim – this process could take up to 10 days, even when the documents are complete and accurate. Incomplete and/or inaccurate documentation would further delay the process and ultimately affect the customer experience.
To improve the efficiency of its current policy and claims processes, MSIG Vietnam adopted Fermion Merimen’s ePolicy and eClaims, digital end-to-end platforms which allow customers to have timely interaction with MSIG.
Fermion Merimen’s ePolicy and eClaims platforms enable customers to digitally interact with MSIG for faster and more efficient processing.
With ePolicy, MSIG can do a one-time-issue for all possible coverages of a vehicle including:
After some quick form filling, a policy is issued and sent automatically to the customer with all the certificates that enable the car to be driven on the street with safety, assurance, and legal compliance.
With eClaims, MSIG and Lexus workshops can accelerate claims processing and investigation. Repair quotations and photos of damage are submitted through the eClaims platform and can be received and approved quickly by the MSIG claims team. In some cases requiring further investigation of damages, the claims team uses the TrueSight Interactive Video to do the survey remotely.
MSIG Vietnam is a subsidiary of Mitsui Sumitomo Insurance Company, Limited (“MSI”) within MS&AD Insurance Group (“MS&AD Holdings”). Their portfolio expands across properties, marine cargo, liability, engineering and other classes of casualty business in the commercial insurance line, motor, personal accident and travel.