Elevating Customer Experience with Disruptive Insurance Claims Solutions including Partnership with 7-Eleven

Hong Kong, 30 January 2018 – FWD Hong Kong today announced the launch of a series of new claims services, highlighted by the game-changing claims pay-out at 7-Eleven, the largest convenience store chain in Hong Kong. The new services further extend FWD’s online to offline (O2O) capabilities, offering fast approval, fast pay-out and multi-touch points to elevate overall customer experience.

Other innovative O2O claims solutions include: 

• FWD eServices: a revamped, one-stop e-claim web portal and mobile app supporting claims submissions and other policy services, such as policies information update and enquiries, for all business lines of FWD Hong Kong. Claims payments for personal accident policies of Life Insurance can be approved within as quickly as one working day;
• FWD Insurance Solutions Centres: one-stop service centres at Sheung Wan and Quarry Bay can issue 30-minute claims payments for personal accident insurance of Life policies; and
• Tele-claims Ambassadors: 24-hour personalised assistance on claims application, approval and pay-out available for travel insurance customers.

Paul Tse, Chief Marketing Officer of FWD Hong Kong and Macau, said, “Our commitment to augmenting claims services has enabled us to elevate customer experience while making insurance easier to use and more fun. The partnership with 7-Eleven epitomises our industry leading approach combining mobile services and Internet of Things (IoT) for online-to-offline (O2O) convenience, offering the public multiple touch points across Hong Kong to readily receive pay-outs.”

Revolutionising Insurance Claim Experience with 7-Eleven – Cash Pay-out within Seconds

Joey Lam, Senior E-Business Development Manager of 7-Eleven Hong Kong and Macau, said “The launch of this new claims pay-out service builds on the success of our partnership with FWD to launch the first ever retail travel insurance prepaid card in August 2016, marking an expansion of our ability to cater for Hong Kong people’s needs.”

Adrian Leung, Head of Business Development, FWD Hong Kong, said, “As the first insurer in Hong Kong to offer ‘claim in cash’ service by collaborating with the largest convenience store chain in Hong Kong, FWD now offers customers the convenience of receiving claim reimbursements (Note 1) in cash within seconds at 135 7-Eleven’s stores inside MTR stations. This represents a new option for customers and complements existing claims payment methods such as issuing cheques and direct credit to customers’ bank accounts. By transforming our footprint in Hong Kong, the partnership showcases the relevance of both FWD and 7-Eleven to the daily lives of Hong Kong people.”

Elevate Customer Convenience with One-Stop e-Claims Platform – Claims Approved within as Quickly as One Working Day

Besides the new claim pay-out option, FWD customers can also look forward to digital conveniences offered by the revamped FWD eServices web portal and app. Vera Chow, Chief Customer Experience Officer, FWD Hong Kong, said, “FWD eServices is our web and mobile enabled platform that empowers FWD customers in managing all their Life & Medical Insurance, General Insurance and Employee Benefits policies swiftly anytime, anywhere.” FWD eServices offers simple and genuine digitalised procedures that make claims submission user-friendly and shorten the turnaround time. Vera explained, “For instance, claims application for personal accident policies of Life Insurance can be processed and approved within as quickly as one working day.” While supporting Touch ID for more secured user authentication and quick login, the live chat function of the platform is also equipped with AI Chatbot, which assists Customer Engagement Representatives (CERs) in monitoring and managing the claims process to provide immediate, humanised assistance round-the-clock.

30-minutes Personal Accident Claims Payment

From online to offline, FWD customers can choose to visit our Insurance Solutions Centres in Sheung Wan and Quarry Bay for one-stop claims services and receive cheque payments in 30 minutes for personal accident insurance policies (Note 2) of Life Insurance, for amounts up to HK$20,000. Vera added, “Our Customer Engagement Representatives will help customers from processing claims applications, making instant claims assessment, to issuing cheques on-the-spot – shortening the entire process from five days to 30 minutes.”

Travel Insurance Claims Payment within 24 hours 
In addition, customers of FWD travel insurance products can call the 24-hour Service Hotline (+852 3123 3123) and the Tele-claims Ambassadors will help follow up on the claims process till settlement. For instance, this highly personalised service will speed up processing time for travel delay payments of up to HK$1,000 to within 24 hours.

BoardingCare Enables Automatic Claims Reimbursement
Scheduled to launch in February, BoardingCare is an innovative travel insurance product that leverages Big Data analytics. Customers will be reimbursed automatically for delays lasting three hours or more of ex-Hong Kong passenger flights, or its cancellation regardless of reasons. BoardingCare can be used to boost travel protection as it is independent of any other travel insurance plans customers may have.

Paul explained, “Following on the success of the FWD Drivamatics app, BoardingCare is another case in point of FWD’s commitment to leveraging the latest technology and Big Data analytics. There is no paperwork and no question asked. Our customers will not even have to submit any claims as the compensation will be triggered automatically with an instant payment notification sent via SMS and email to the customers, and payments will be credited to their bank accounts, providing customers a seamless claims experience.” BoardingCare will also offer a no-claim discount for returning customers. Details of BoardingCare will be announced in due course.

The claims process is the moment of truth for insurance. With a vision to change the way people feel about insurance, FWD looks to continuously elevate customer experience with innovative, convenient and easy claims solutions.

Notes:

1. The 7-Eleven Claims Pay-out service currently supports claims payments up to HK$3,000 for hospitalisation, Travel and Personal Accident plans only. Reimbursement is provided in Hong Kong dollars only. A Hong Kong mobile phone number of the claim applicant is required. For details of applicable insurance plans please refer to claim form.
2. This service is applicable to Personal Accident Insurance Rider; Family Accident Insurance Rider; Attentive Care Accident Protection Plan/ Rider; and EasyCare Refundable Accident Protection Plan only

About FWD Hong Kong & Macau

FWD Group spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam and Japan. In Hong Kong, FWD offers life and medical insurance, general insurance, employee benefits, and financial planning. The life insurance and general insurance operating entities have been assigned strong financial strength ratings by international rating agencies — FWD Life Insurance Company (Bermuda) Limited is rated “A3” by Moody’s and “A” by Fitch; and FWD General Insurance Company Limited is rated “A” by Fitch.

FWD is focused on creating fresh customer experiences, with easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance.

Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group.

For more information please visit  WWW.FWD.COM.HK and WWW.FWD.COM.MO.