Malacca, 22 February 2016 – Malaysia’s leading life insurer AIA Bhd.’s efforts to breathe new life into its service centres and provide a superior experience to its customers saw the unveiling of its new AIA Customer Centres in Malacca, Seremban and Batu Pahat in the first few days of the Lunar New Year.
Present at the launch were Anusha Thavarajah, Chief Executive Officer of AIA Bhd., and Kelvin Ang, National Chief Agency Officer of AIA Bhd.
Speaking at the launch of the AIA Customer Centre in Malacca, Anusha said: “We are witnessing the opening of three new Customer Centres and Agency Offices across the southern region of Peninsular Malaysia. These new centres will not only provide a better service experience to our customers but also enhance the image and professionalism of AIA’s Life Planner force.
” The new and improved customer centres, designed to ensure faster service and greater convenience to AIA customers, have one-stop servicing counters, self-service terminals as well as Customer Express - an iPad-based application that allows AIA’s service ambassadors to help customers with simple transactions.
The availability of the technology allows customers to complete simple requests such as change of contact details, updating their billing information and requests for new medical cards, directly onto the iPad, removing the need for them to take a ticket and wait for their number to be called.
To ensure its Life Planners continue to be well supported, AIA has also set up agency offices within the same premises that feature state-of-the-art training facilities and meeting rooms.
“We believe that by giving our Life Planners the attention and support that they need, they can focus on providing a superior service experience to our customers,” said Anusha, who added that AIA will continue to invest in training its Life Planners to be capable financial advisors that provide customers with solutions based on their needs and affordability.
She also said that the company has given much thought and devoted significant resources to create a vibrant environment that is conducive to innovation, the creation of powerful business strategies and, equally important, to support the company’s drive to attract younger individuals to join its expanding agency force.
AIA Bhd. will continue to revamp, and in some cases relocate its Customer Centres across Malaysia in the coming months. AIA customers and Life Planners can visit www.aia.com.my for updates on branch relocations.