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\n Service innovations boost customer satisfaction <\/p>\n
HONG KONG SAR –\u00a0Media OutReach<\/a>\u00a0– 14 July 2021 –\u00a0MSIG Insurance (Hong Kong) Limited<\/a> (“MSIG”) today published its second
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EASY Claims, an award-winning online claims
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The report showed that over 92% of
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Philip Kent, Chief Executive Officer of MSIG,
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Delivering on MSIG’s service
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According to the report, MSIG honoured claims
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In terms of settlement ratios by class, the
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Enabling partners and
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In March 2021, MSIG upgraded the business and
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MSIG also implemented a number of security
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Protective measures
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MSIG introduced a variety of measures at the
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MSIG also acted quickly in providing travel
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To assist its marine insurance customers
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Ongoing industry
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In 2020, MSIG continued to gain recognition
\nannual MSIG Claims Report<\/a> (“the report”) which revealed a significant increase in customers using
\nits industry-leading EASY Claims online platform to submit claims in 2020. \u00a0The results highlight MSIG’s ability to
\ndeliver innovative services to meet the growing digital needs of its customers during
\nthe pandemic.<\/p>\n
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\nplatform launched in 2018, received 26.9% more submissions from customers who
\ntook out policies via traditional channels in 2020. Claims submitted through
\nthe platform also covered a broader range of products, with a 48.4% increase in
\nclaims from non-travel insurance policyholders. <\/p>\n
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\nrespondents of Annual Claims Survey rated MSIG’s overall claims experience as
\n‘excellent’ or ‘good’, an increase of four percentage points from the previous
\nyear. <\/p>\n
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\nsaid: “The encouraging results of our 2020 Claims Report reflect our commitment
\nto continuously improving our products and services to deliver on our promise
\nto customers. Although the pandemic has been a challenging period for the
\ninsurance industry, it has sent a clear signal that our customers need more and
\nbetter digital services to adapt. We will continue to innovate and stand by our
\ncustomers as a reliable partner.”<\/p>\n
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\npledge<\/b><\/p>\n
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\ntotalling HK$466.6 million in Hong Kong and Macau in 2020 and achieved a claims
\nsettlement ratio of 91.1% for all claims made during the period. Despite the impact
\nof COVID-19, MSIG maintained its service pledge to acknowledge claim
\nsubmissions within two working days and settle claims within five working days.
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\ntop five in 2020 were Employees’ Compensation in Hong Kong (100%), Helper
\n(98.8%), Personal Accident (98.1%), Motor (96.1%) and Healthcare (95.1%).
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\nintermediaries<\/b><\/p>\n
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\nclaims management features of its EASYi Claims and Policy Management Portal to
\nhelp intermediaries better serve their clients. MSIG’s business partners can
\nnow access client documents and monitor claims from anywhere on a single
\napplication. These process improvements are not only time-saving but also
\ncreating a positive impact on the environment by reducing the need for printing.
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\nprotocols on the portal to further protect records and prevent hacking,
\nincluding time-based one-time passwords (TOTP) and multi-factor authentication
\n(MFA) tokens. <\/p>\n
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\nduring COVID-19<\/b><\/p>\n
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\nonset of the pandemic. In addition to the EASY Claims platform whereby customers
\nwere able to submit claims online without the need for physical documentation, MSIG
\nprovided remote water damage assessments through interactive video tools, reducing
\nthe need for physical visits from claim specialists. This lessened the risk of
\nexposure to COVID-19 for the company’s employees and customers as well as helped
\nminimise claim processing times. <\/p>\n
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\ninsurance premium refunds for journeys impacted by COVID-19. \u00a0<\/p>\n
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\naffected by the pandemic, MSIG’s claims specialists advised on ways to reduce
\ntheir risk exposure and implement controls, such as adjusting their packing and
\ndelivery methods to minimise delays. As the COVID-19 situation worsened, the
\ncompany also expedited claims payments to provide additional support to
\nbusinesses dealing with unexpected operational disruptions.<\/p>\n
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\nrecognition <\/b><\/p>\n
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\nfor its exceptional products and services. It \u00a0received industry accolades, including “Best
\nDesign App – Silver award” at the DigiZ Awards 2020; “Excellence in Change
\nManagement – Gold award”, “Excellence in Learning & Development, Gold award”
\nand “Excellence in Innovative Business Solutions – Silver award” at the HR
\nDistinction Awards 2020; “Insurance Initiative of the Year \u2013 Hong Kong” at the
\nInsurance Asia Awards 2020; and “Best Loyalty Programme \u2013 Finance &
\nInsurance, Gold award” at The Loyalty & Engagement Awards 2020.<\/p>\n
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