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105 mindset has to be in line with the evolving needs of our customers ; the two feed each other .” On the technology side , creating a simple and intuitive process was 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
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