Improving the insurance experience for clients and distributors

James Tan

Tokio Marine Life Insurance

In a video interview at the Hubbis Digital Wealth event in Singapore in June, James Tan of Tokio Marine Life Insurance talks about some of the new digital tools and technological advances the firm is spearheading, for the benefit of distributors and end-clients alike.

Tokio Marine Life Insurance in Singapore is undertaking various digital initiatives to meet its underlying philosophy of applying practical technology to help make life easier for customers as well as distributors, explains chief executive officer James Tan.

In line with this, and as an industry first, the firm launched a Chabot to utilise artificial intelligence (AI) in its interactions with distributors.

This enables distributors, for example, to be able to ask questions 24/7, plus Tokio Marine Life Insurance can now more easily deliver relevant information to them directly, explains Tan.

The next step is to offer this to customers in the third quarter of 2017. Giving them access to information around-the-clock is key in today’s environment, adds Tan, to meet the demand for answers to any questions they might have.

In fact, perhaps up to 30% of the questions that customers ask will soon be able to be addressed by the Chabot.

Internal gains

For the Tokio Marine Life Insurance staff, therefore, this is also a powerful tool in terms of driving efficiency gains, adds Tan.

Further, the firm’s staff will be able to spend more quality time with customers, rather than needing to answer questions that the Chatbot can handle.

Driving innovation

At the same time, the firm has launched its documentation-submission app, where pictures can be sent via a Smartphone directly to the back office for processing. 

This saves a lot of time for the back office team as well as for distributors – and has seen over 1,200 downloads since going live a few months ago.

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