AIA Insurance claimed yet another industry first in digital transformation with the introduction of cloud-based workflow automation. AIA selected Microsoft Azure Logic Apps to enable the automation of many of its critical workflows.
The automation programme, which is being rolled out in AIA’s Operations as well as across multiple functions of the company facilitates the digitization of typically routine manual processes related to new business onboarding and ultimately various other end- to -end customer service processes. Leveraging workflow automation enables improvements in productivity, increases efficiency and accuracy of business processes in relation to insurance policy issuance and claims management.
AIA’s CEO Nikhil Advani said in this regard “Digital transformation is an essential priority for AIA and we are committed to leverage technology to enable a superlative service our customers. Cloud based workflow automation brings in a new dimension of digital transformation and automation to Sri Lanka and we are proud to be the pioneers in the industry. Our end goal with this particular programme is to ensure efficient, accurate and speedy policy issuance, which in turn will benefit our customers.”
AIA’s Chief Technology Officer Umeshi DeFonseka added, “By using automated workflows, we are streamlining and speeding up internal processes and reducing manual interventions. The solution is extremely user-friendly- it works on any device that has an internet connection and a web browser and can be accessed from anywhere in the world. This cloud service integrates with multiple systems and services across the organization to provide a seamless experience to the user. As with any best practice, innovation and disruption should happen from within the organization for the customer to reap actual benefits and at AIA, that is precisely what we are doing!”
Director & Chief Officer Legal and Operations for AIA, Chathuri Munaweera further noted that “At AIA we are constantly looking for ways to improve our processes so that we can offer unmatched convenience to our customers. This new Cloud Based Workflow Automation will help us increase efficacy of the onboarding process and improve operations across the enterprise, which in turn will help up manage our customer experiences more effectively. The end goal is to boost customer loyalty and grow our business.”
As Sri Lanka’s Best Life Insurance Company for two consecutive year (awarded by the Global Banking and Finance Review), AIA is always at the forefront of digital transformation and continue to invest in tech to improve performance and customer service.