ABL Life Implements 'Digital Hybrid Accident Insurance Claim Submission' Catering to Elderly Customers

by Lee Changhwan

Published 23 Jun.2022 09:17(KST)

ABL Life Headquarters

[Asia Economy Reporter Changhwan Lee] ABL Life announced on the 23rd that it is the first in the life insurance industry to implement the ‘Digital Hybrid Accident Insurance Claim Service,’ which allows digital accident insurance claims to be made simultaneously during call center consultations.

This service is designed to accommodate elderly customers who are not familiar with digital technology and find it difficult to file accident insurance claims through the mobile app, often calling the call center to inquire about claim procedures and related matters.

Customers who inquire about accident insurance claims via the call center can file their claims while speaking with a consultant. After verifying the customer’s identity and diagnosis information, the consultant sends a claim URL to the customer’s mobile device, allowing the customer to simply click the link and upload photos of the medical certificate to easily submit the accident insurance claim.

Previously, the call center could not directly process accident insurance claims. However, ABL Life detected a high volume of elderly customers calling to inquire about claims and modified the system to enable digital hybrid claim submissions by utilizing essential identity verification information required during call center interactions.

Choi Hyun-sook, Head of Customer Support at ABL Life, stated, "Most customers use the call center before filing accident insurance claims. Based on this insight, we developed this service by integrating digital technology to provide more convenient service, making it the first of its kind in the life insurance industry. Moving forward, ABL Life plans to strengthen customer-centered non-face-to-face digital customer services so that even digitally marginalized groups can conveniently access our services in this era of digital transformation."

Meanwhile, ABL Life offers a variety of digital customer service channels, including the newly added ‘Digital Hybrid Accident Insurance Claim’ service, as well as mobile, tablet PC, video mobile, cyber, Kakao chatbot services, and digital fax insurance claim services.

Through a gradual process, ABL Life converted all face-to-face customer services at FC sales offices to 100% non-face-to-face customer services last year and recorded an industry-leading insurance payout rate within 24 hours of 82.5% (based on 2021 data).