The government’s campaign to raise environmental awareness and reduce the use of paper and the global trend toward digitization have fueled Fubon Life’s commitment to developing and promoting digital services. The digital services platform is replacing the traditional paper-driven model to provide policyholders secure, precise, convenient and timely services.
- Going Paperless: The platform provides electronic statements, policies, and notices, and once policyholders apply to receive them electronically, all related messages are sent to them by e-mail. When Fubon Life launched e-policy services in December 2015, it was the only insurer in Taiwan to make personal and travel insurance available online. It was also the first to allow existing policyholders to switch their paper policies to e-policies, hoping that more customers can enjoy the convenience of digital services.
- Going Mobile: Fubon Life has taken several steps to satisfy consumer demand for a fast, convenient mobile transactions model. Fubon Life’s “Internet e-Convenience” and “Mobile e-Convenience” apps enable policyholders to check, download or get e-mail notifications on payment information, or make payments using mobile barcodes or to non-designated accounts. A photo claims service has also been introduced in which agents can help policyholders file claims for medical bills online. Agents simply photograph the customer’s certificate of diagnosis, application form and receipt with their smartphone or tablet and transmit them to the claims department to expedite processing. Finally, policyholders can log into the special website section for members and use the “Go! Forms” app to make changes to their own policies on their own, print them out, and mail them to Fubon Life headquarters, without the need to go through an agent.
- Cloud Services: Microsoft’s Office 365 services have been put in place to create comprehensive life insurance cloud advisory services, making Fubon Life the biggest domestic life insurer to use the “public cloud.” Outside sales agents can use portable devices anywhere, anytime to get reminders of appointments with customers and services to be provided, ensuring that policyholders’ rights are respected, and also respond to customers’ requests quickly and accurately.
Summary of Mobile Services
|Total customers (active no. of insured)||3,891,476||4,058,219|
|No. of customers using e-statements (Note 1)||25,359||28,857|
|No. of members who applied for online services (Note 2)||401,350||428,988|
|No. of members who applied for online transactions||169,321||184,610|
Note 1: Refers to policyholders.