Mobile

FirstDibs by Amor Maclang • Published 08 August 2019
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Mobile app Enhances Insurance Customer Experience



One of the advantages of utilizing financial technology in one's business is that it offers greater convenience for customers, particularly when the service makes full use of mobile connectivity that most everyone has access to today.


Mobile technology can significantly increase the number of people who can access financial services and enhance the efficiency and convenience of transactions, such as payments, updates, and info downloads.


In the financial services industry, for instance, if customers are given the option to use smartphones or their laptops and tablets to manage their own finances, the business is able to provide a better customer experience that eventually redounds to better customer retention and loyalty.


Here in the Philippines, one leading insurer's latest digital innovation focuses on delivering a convenient and mobile customer-led experience through a new, mobile app.



One-tap insurance app


Pan-Asian insurer FWD Life Insurance, one of the country’s fastest-growing insurance companies, makes use of the latest in its digital customer innovations—the Tapp mobile app. Introducing more industry-firsts since its pioneer introduction of a 24/7 support hotline and customer service live chat in 2017, FWD conceived the Tapp mobile app for always on and always on-the-go customers.


Tapp, dubbed the “one-tap insurance app,” is a one-stop shop for FWD customers to manage their policies digitally. With Tapp, policyholders will have access to their policy coverage and details, pay their premiums, and track their investment values, all rolled in one convenient and user-friendly app.


“In line with FWD’s vision of changing the way people feel about insurance, we are focused on making insurance accessible and convenient for our customers. It is with pride that we unveil Tapp as another testament to our customer-led business strategy,” claims FWD Life Insurance Philippines President and Chief Executive Officer Peter Grimes. “We envision Tapp to be the most interactive self-service insurance mobile portal in the country with its host of power-packed features which put insurance at our customers’ fingertips,” he adds.


“With Tapp, FWD is giving our customers round-the-clock support and empowering them to get information they need independently and conveniently,” Grimes stresses. “Exciting app features are underway and are geared towards meeting the dynamic needs of Filipino customers of today, providing them efficient and reliable after-sales service, anytime and anywhere.”



Eliminating customer pain points


According to Grimes, FWD’s competitive differentiator lies in creating meaningful digital customer engagement and investing in technology that completes existing human touchpoints. FWD’s Tapp will take the company’s customer engagement and customer experience to the next level.


“In bringing Tapp to life, we asked our customers how they would like to manage their policies with us. Based on the insights we gathered, the app’s first launch already hosts some industry-first features including the ability to show the growth of customer’s investment values over time,” Grimes further notes. “Tapp is where ease-of-use and best-in-class service meet as it is designed for, around, and with our customers and their lifestyles.”


Tapp also hosts a built-in Live Chat feature saving time on voice prompts and phone verification procedures, on top of the robust self-service options within the app.
A round-the-clock information gateway and service center, from due date reminders and online payments, to generating policy documents and updating contact details, Tapp streamlines frequent customer inquiries and service requests to a mobile ecosystem suitable for the active lifestyles and busy schedules of FWD customers.


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