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Customer stories

AIA: Improving communications to provide an enhanced level of service

  • 00%

    reduction in paper-based communications

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    messages personalised


AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed, pan-Asian life insurance group.

AIA meets the long-term savings and protection needs of individuals by offering a range of products and services including life insurance, accident, health insurance, and savings plans.

I am a strong believer that effective communication is the cornerstone to creating an engaged team, which can result in an increased engagement, boost productivity, and drive business growth. This is why I am constantly looking for ways to further deepen our engagement with more than 5,000 AIA Insurance Representatives. Whispir has provided my team with a platform to effectively communicate with every AIA Insurance Representative via the use of personalised videos and targeted messaging…"
- Ms Wong Sze Keed, Chief Executive Officer, AIA Singapore
Ms Wong Sze Keed, Chief Executive Officer, AIA Singapore.

The challenge

As part of its commitment to excellence, AIA Singapore sought a platform as part of its systems upgrade that could deliver an even more robust and flexible communications stack - capable of being used by multiple business units and teams who all had different needs.

The solution

  • SMS Statement Notification

    Digitised and personalised communications

    Whispir plays a vital role in enabling the relevant departments across the entire organisation to thrive and deliver more value to its stakeholders.

  • People with Laptops at Table

    Business continuity management

    The Whispir platform allows AIA to leverage automation and intelligent distribution lists to protect thousands of staff every day.

  • Sitting at Desktop Monitor

    Reduction in resources

    AIA has seen a near 60% paper notification reduction with the Life Operations section of the business and has reduced outage downtime for about 150 IT team members.

  • Policy Renewal Notification

    Increased engagement

    There has been continuous Customer Satisfaction (CSAT) improvement for Contact Centres, and AIA has been able to personalise over 5,000 stakeholders’ messages at scale.

    AIA Singapore is committed to continuously innovating to meet customers’ long-term needs, and being an integral part of their life journey, enabling them to live healthier, longer, better lives.

Download the full AIA Insurance case study here

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