ABL Life Insurance simplifies claims process for senior customers
ABL Life Insurance's headquarters in Seoul / Korea Times file
By Yoon Ja-young
Making insurance claims can be a complicated process, especially for those unfamiliar with digital technologies. ABL Life Insurance is making efforts to bring down this barrier, especially for elderly customers who have had problems making claims through the firm's mobile app. ABL Life Insurance launched its “digital hybrid insurance claim service” in April, which enables customers to make claims by contacting a call center.
According to the insurer, this initiative is the first of its kind in the life insurance industry here. Many senior customers often contact call centers as they are not accustomed to making insurance claims through mobile apps, but the call center could only tell them how to file the claim digitally, as the customers were not able to make insurance claims directly through the call center.
With the launch of the digital hybrid service, customers can make insurance claims by contacting the call center. After verifying the customer and their medical diagnosis, the call center will send a URL, or web address, to the customer's mobile device, where they can then make the claim by uploading photos of relevant medical documents.
The insurer explained that it introduced the service after noting that many senior customers make call center inquiries about how to file insurance claims.
“Most of customers contact the call center before they make their insurance claims. We launched the service for the first time in the life insurance industry for the convenience of our customers. We will strengthen our customer-oriented contactless digital services so that even those marginalized from new technologies can easily access the services they need,” said Choi Hyun-sook, the head of the customer support office at ABL Life.
The life insurer has various digital service channels, including social media pages, chatbots and a digital fax. Since 2021, the company has been digitalizing various customer services, which has enabled it to reimburse 82.5 percent of insurance claims within 24 hours.
Founded in 1954, ABL Life Insurance is the second-oldest life insurance company in Korea. Based on its knowhow in global financial services and its nationwide network of operations, the insurer has been providing its 1.13 million customers with a range of insurance products and financial services.