DHS is a strategic direction of AIA Vietnam to build the capacity to manage the experience of settling insurance benefits and proactively take care of customers with health insurance.

Currently, AIA Vietnam has established a network of partners with more than 300 hospitals and clinics to provide hospital fee guarantee services to customers nationwide easily and quickly. This network will continue to be expanded and expanded in the near future.

Signing ceremony of hospital fee guarantee cooperation agreement between Hanoi Obstetrics and Gynecology Hospital and AIA Vietnam

Accordingly, from July 1, 2024, customers participating in health insurance products in new contracts or participating in additional existing contracts will have their insurance benefits directly resolved by AIA Vietnam.

Sharing on this occasion, Mr. Andrew Loh, General Director of AIA Vietnam said: “In the overall picture of customer-centric strategy, AIA Vietnam has been making continuous efforts to improve customer experience because we understand that having good products alone is not enough.

We prioritize customer experience by focusing on technology, simplifying processes and optimizing resources to best serve customer needs.”

Previously, AIA Vietnam also launched Bung Gia Luc health insurance, a comprehensive insurance solution, aiming at health care for the whole family, meeting the increasing needs of customers. This product provides comprehensive health care benefits from inpatient treatment, day treatment, emergency and cancer. In addition, customers can also choose to participate in additional outpatient treatment and dental care.

Bung Gia Luc meets the increasing needs of customers in the context of increasing medical costs and number of medical visits.

When participating in the product, customers are supported with treatment costs up to 1 billion VND; cancer benefits are paid according to actual medical expenses; accompany pregnant mothers and babies throughout the maternity period; free insurance for the second baby; join AIA Vitality membership to receive a bonus of up to 60% of insurance premium; comprehensive health care.

With a commitment to providing a superior experience throughout the journey from the time the Customer starts participating until there is a request for insurance benefits or the end of the contract term, ensuring integrity, transparency and speed in the process of settling insurance benefits for customers, AIA Vietnam has become one of the pioneering enterprises in applying artificial intelligence (AI) in compensation appraisal.

With this technology, the appraisal will be accurate and fast and Customers can receive money within 10 minutes (for cases that meet the conditions of AI and Insurance Contract).

Currently, 100% of AIA Vietnam customers have submitted their insurance claim applications online via iClaim, which has been integrated into the AIA+ application. Accordingly, customers only need a device with an Internet connection (smartphone, tablet or computer) and it only takes about 5 minutes (for complete documents) and a few simple steps to complete an online insurance claim request, at any time and place.

According to statistics from AIA Vietnam in the past 2 years, 70% of insurance benefit payment requests were resolved immediately and the same-day success rate reached 81%. Also according to AIA Vietnam, the rate of customers generating insurance benefits in the first 5 years accounted for about 85.89% of the total number of insurance benefit payment cases and this figure was 98% in the first 10 years.

AIA Vietnam's efforts have received high appreciation from customers when 87.7% of customers are satisfied with AIA Vietnam's insurance claim settlement service and 87.6% of customers are satisfied with the experience when using or operating on iClaim - an online insurance claim settlement application according to a survey by the business.

Up to now, AIA Vietnam has paid insurance benefits to hundreds of thousands of cases with a total amount of more than 13 trillion VND. In 2022 and 2023, on average, AIA Vietnam will pay insurance benefits to about 240 thousand cases each year with a total amount of nearly 2,000 billion VND each year.

AIA Vietnam also partners with Teladoc Health, the world's leading provider of online healthcare services, to provide the Medical Parallel Service. This service helps customers overcome mental difficulties and provide professional support on their journey to fight cancer and serious illnesses, from diagnosis to treatment through steps such as confirming the diagnosis, determining the treatment plan, making appropriate doctor recommendations and answering any questions during the treatment process.

Also on the journey to improve customer experience in all aspects, in February 2023, AIA Vietnam launched the AIA+ application with a series of new and convenient features.

This application is not only a convenient insurance contract management platform but also a multi-service tool with many features, a friendly and easy-to-use interface with utilities such as: Managing insurance contract information, helping customers easily update contract information; restoring contract validity/additional products (customers can restore the validity of suspended contracts or add additional products conveniently), increase/decrease insurance amount, and add/cancel additional products.

Update customer care programs; renew and maintain contracts; improve health with Vitality, helping customers monitor and improve their health through the Vitality feature; and resolve insurance benefits, making the benefits settlement process quick and transparent.

With continuous innovation and upgrading of customer services thanks to proactive and strong investment in technology from an early age, building an ecosystem with many customer-centric digital technology applications, AIA Vietnam said it will continue to bring practical value to customers in many aspects of life.