CLICK TO WATCH : ‘ MANULIFE – HÀNH TRÌNH HANH PHÚC ’ 145 key . “ In the past , agents would receive paper-based applications , enter our branches and stand in long queues while their policy was processed . We process close to 30,000 new business applications per month , so the first priority for us was the development of an auto-underwriting engine in the back end . This was followed by building the front end to allow our advisors to essentially digitise all the information that was previously on paper forms . On the claims and auto-adjudication sides , we followed a similar approach .”
These developments are , Kwon says ,
“ major accomplishments ” that have significantly improved the customer experience and placed the company in a leading position in the Asian market . “ I can confidently say that we are leading in this race ,” he says . “ So many companies say they ’ re embarking on a digital transformation , but really they are introducing a series of solutions one at a time rather than having the target architecture that allows a seamless sharing of information through a connected ecosystem . An end-toend solution really is key here , many organisations only develop a front or
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