Asuransi Simas Jiwa: Embracing change through digital insurance
Asuransi Simas Jiwa: Embracing change through digital insurance
Learn how Asuransi Simas Jiwa (ASJ) seized an opportunity to reinvent itself to live up to the customers expectations.
Reinventing for relevance
Reinventing for relevance
What was known as a traditional insurance company, ASJ was in a real bind because of the rise of technology. Its competitors have gone digital to meet the consumers' ever-changing needs and demands. As a result, it felt the urge to reinvent itself digitally.
Love the benefit, hate the paperwork
Love the benefit, hate the paperwork
The traditional insurance practice is notoriously bureaucratic. The whole administrative process is time-consuming, complicated, and often repetitive. So in turn, we asked customers about their ideal insurance experience, most of them wanted a smooth-sailing end-to-end purchasing journey. The one that can alleviate their worries from the moment they choose an insurance product, all the way until they file for a claim.
Going from zero to hero
Going from zero to hero
ASJ's urge to transform went deeper than just catching up with its competitors, it was also to create a personalized customer experience that could meet and exceed the customers' need at every touchpoint.
The changes required ASJ to drop the hefty paperwork and customers' physical presence and replaced it with a simple, smarter, and convenient digital insurance experience.
Safeguarding the future, feature by feature
Safeguarding the future, feature by feature
Over the course of a year, our team together with ASJ, worked relentlessly to reimagine an ideal life insurance purchase journey. We reaped the benefit of our labors when the new ASJ website, where customers can purchase insurance efficiently, was launched in April 2023 with the following features:
Selection of insurance products
Customers have the freedom to choose the product that suits their need and financial state.
Competitor comparison
Customers can compare different insurance providers and their benefits side by side, with real-time data from each of them.
Seamless access for existing customers
Customers can feel the convenience of accessing their account without registering and entering their passwords. Their account is auto-created once they make purchases.
Simulator
An insurance calculator is a handy tool that helps customers to estimate the insurance levels and costs before making purchases.
Beneficiary information
Customers can feel the convenience of being able to add and/or edit their beneficiaries' information.
Digital support
ASJ customer service offers omnichannel assistance, from chat to video call consultation with the representative to ensure that the customers have the best assistive experience.
