Insurance Innovation Award-Generali Insurance Public Company Ltd

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The document discusses Generali Thailand's digital consumer experience platform. The platform aims to bridge the gap between customer and company values by improving the customer experience through various digital tools. These tools include a 24/7 chatbot, mobile app, e-payment options, and features that address common customer pain points like an e-medical card and hospital locator. The platform's goals are to reduce costs, increase sales opportunities, and create loyal customers through a seamless digital experience.

Education

Digital Consumer Experience
GENERALI THAILAND

The platform to bridge the
gap between customer
value and company value.
Customer
Engagement
Platform
Customer
Values
① Improve customer
and prospect
satisfaction
② Relieve
customer
pain points
③ Create an beyond-
expectation
experience
Company
Values
① Reduce operation
cost with e-services
② Increase opportunity
to create new sales,
cross sell and upsell
③ Increase no. of loyal
customer to improve
persistency
3
DIGITAL CONSUMER
EXPERIENCE
GENERALI
THAILAND

Seamlessly driving Acquisition, Retention and Preference
4
DIGITAL CONSUMER
EXPERIENCE
GENERALI
THAILAND

xx° May, 2018
5
DIGITAL CONSUMER EXPERIENCE
TOOLS
5
Digital Agent
Gen
Touch
GENERALI
THAILAND

24 HOURS ARTIFICIAL INTELLIGENT
ASSISTANTGENERALI CHATBOT
24/7
Online service
Tax
Certificate
Policy
Owner Service
6

xx° May, 2018
7
GENERALI 365 TOP DIGITAL
ENGAGEMENT SERVICE
1#
INSURANCE
BUSINESS
50TOP
Application on app
store
HIGHEST GROWTHMobile app downloader
Rating in lifestyle
app category
TOP RATED
7

8
Claim
Non-
Purchase
Enquiry /
Change
Purchase Renewal
DIGITAL CONSUMER
EXPERIENCE
GENERALI
THAILAND

xx° May, 2018
9
Policy Enquiry &
Tax Cert. (2016)
DIGITAL CONSUMER
EXPERIENCE
Contact Info
change request
Hospital
Network Locator
E-Medical Card
Gen365
Loyalty program
E-Payment
NPS Transactional
Survey
Medical Benefit
Availment
Tax Certificate
GENERALI
THAILAND

xx° May, 2018
10
Policy Enquiry &
Tax Cert. (2016)
DIGITAL / It all about Resolving
Customer Pain Points
E-MEDICAL CARD HOSPITAL NETWORK LOCATOR
No card required when visit hospital
anymore. Just use your ID card and
E-Card to identify yourself for claim
process
Searching for hospitals and clinics in network of more
than 300 places (Nearby Search or Search by Name)
1010
GENERALI
THAILAND

xx° May, 2018
Privilege Point from Buying
Policy and
Continually Pay Premium with
More Than
100 Privilege Choices
Nationwide
Policy Enquiry &
Tax Cert. (2016)
DIGITAL / It all about Choice
11
GENERALI
THAILAND

xx° May, 2018
12
GenPay
Easy to pay first year /renewal year premium via
credit card or internet banking
Renewal and Payment Channel (E-
Payment)
Policy Enquiry &
Tax Cert. (2016)
DIGITAL / It all about Access in
your Palm
12
GENERALI
THAILAND

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Insurance Innovation Award-Generali Insurance Public Company Ltd

1. Digital Consumer Experience GENERALI THAILAND

2. xx° May, 20182 Active Evaluation Moment of PurchasePost-purchase Experience Brand Awareness/ Preference Consumers know and assess your product/experience Sales front-end solution Consistent conversationApp engagement/Retention Digital Consumer Experience 2 $ “Digital is the Heart of Consumer Experience”

3. The platform to bridge the gap between customer value and company value. Customer Engagement Platform Customer Values ① Improve customer and prospect satisfaction ② Relieve customer pain points ③ Create an beyond- expectation experience Company Values ① Reduce operation cost with e-services ② Increase opportunity to create new sales, cross sell and upsell ③ Increase no. of loyal customer to improve persistency 3 DIGITAL CONSUMER EXPERIENCE GENERALI THAILAND

4. Seamlessly driving Acquisition, Retention and Preference 4 DIGITAL CONSUMER EXPERIENCE GENERALI THAILAND

5. xx° May, 2018 5 DIGITAL CONSUMER EXPERIENCE TOOLS 5 Digital Agent Gen Touch GENERALI THAILAND

6. 24 HOURS ARTIFICIAL INTELLIGENT ASSISTANTGENERALI CHATBOT 24/7 Online service Tax Certificate Policy Owner Service 6

7. xx° May, 2018 7 GENERALI 365 TOP DIGITAL ENGAGEMENT SERVICE 1# INSURANCE BUSINESS 50TOP Application on app store HIGHEST GROWTHMobile app downloader Rating in lifestyle app category TOP RATED 7

8. 8 Claim Non- Purchase Enquiry / Change Purchase Renewal DIGITAL CONSUMER EXPERIENCE GENERALI THAILAND

9. xx° May, 2018 9 Policy Enquiry & Tax Cert. (2016) DIGITAL CONSUMER EXPERIENCE Contact Info change request Hospital Network Locator E-Medical Card Gen365 Loyalty program E-Payment NPS Transactional Survey Medical Benefit Availment Tax Certificate GENERALI THAILAND

10. xx° May, 2018 10 Policy Enquiry & Tax Cert. (2016) DIGITAL / It all about Resolving Customer Pain Points E-MEDICAL CARD HOSPITAL NETWORK LOCATOR No card required when visit hospital anymore. Just use your ID card and E-Card to identify yourself for claim process Searching for hospitals and clinics in network of more than 300 places (Nearby Search or Search by Name) 1010 GENERALI THAILAND

11. xx° May, 2018 Privilege Point from Buying Policy and Continually Pay Premium with More Than 100 Privilege Choices Nationwide Policy Enquiry & Tax Cert. (2016) DIGITAL / It all about Choice 11 GENERALI THAILAND

12. xx° May, 2018 12 GenPay Easy to pay first year /renewal year premium via credit card or internet banking Renewal and Payment Channel (E- Payment) Policy Enquiry & Tax Cert. (2016) DIGITAL / It all about Access in your Palm 12 GENERALI THAILAND

Editor's Notes

This application creates value for both customer and company. It aims to engage customer and bridge the gap between customer and brand.

Insurance Innovation Award-Generali Insurance Public Company Ltd

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Editor's Notes