MSIG Hong Kong releases 2019 Claims Report - showcasing digital innovation and customer satisfaction
MSIG Hong Kong has published the first annual MSIG 2019 Claims Report (“the report”) which outlines the company’s total claims amount honoured in the year and lists its top settlement ratio by class. The report also features the company’s digital claims innovation, EASY Claims, and its customer service satisfaction stories.
Philip Kent, Chief Executive Officer of MSIG Hong Kong, said: “We believe our success is dependent on what our customers think of our services at every touch point and especially so in the claims process. The MSIG 2019 Claims Report puts together a toplined view of claims honoured in the year as well as some of our efforts in meeting customers’ evolving needs. Our EASY Claims digital platform is a prime example of that. We hope that, in providing greater convenience in claims, EASY Claims will bring about higher level of customer satisfaction and, in the long run, transform how customers make claims.”
Committed to customers in need
MSIG understands the importance of having a secure future, and is committed to protecting the things its customers hold dear. According to the report, MSIG honoured claims totalling HK$565,689,180 in Hong Kong and Macau in 2019, and had a high claims settlement ratio of 96.7% of all claims made during the period. This demonstrates that MSIG is committed to protecting its customers against risks including illness, accidents and natural disasters, giving them peace of mind.
In terms of settlement ratios by class, the top five in 2019 were Employees’ Compensation in Hong Kong (100%), Personal Accident (99.1%), Helper (98.8%), Motor (98.5%) and Property (97.8%).
First-in-the-market online claims system supports all lines of insurance
In the report, MSIG presents a secure online platform, EASY Claims, which makes claiming across all lines of insurance easier than ever before. MSIG is the first general insurer in Hong Kong to launch this innovative service and, by doing so, it is providing security and satisfaction to its customers. With EASY Claims, all documentation, images and videos can be uploaded and submitted online using a desktop or mobile device, and users can benefit from online help tools. This dramatically reduces the time it takes to make a claim, and straightforward claims can now be settled in five working days.
Going the extra mile
The report highlights several ways in which MSIG goes the extra mile for its customers. The first-in-Hong Kong marine online claim form enhanced customer experiences by simplifying the procedures of supporting documents submissions and allows instant email confirmation upon forms submissions.
The report also describes MSIG’s new remote digital survey capabilities. The company is able to assess damage or loss remotely by using the interactive video tool. This significantly reduces the claims processing time and allow customers to receive the claim settlement quicker.
During a customer satisfaction survey conducted last year, 88% of respondents rated MSIG’s services as “good” or “excellent”. The company also received 70 compliments from customers regarding its high levels of service and responsiveness in relation to its claims process.
Garnering industry accolades
In 2019, MSIG received a total of seven industry awards for its dedication to its customers. These include the “2018 Laserfiche Run Smarter@ Award”, “Best Mobile/App e-Commerce – Gold award”, “Best User Experience – Gold award” and “Best eCommerce - Financial Services – Silver award” at the Asia eCommerce Awards, “Digital Insurance Initiative of the Year” at the Insurance Asia Awards, “Digital Insurer of the Year – Hong Kong” at the InsuranceAsia News Award for Excellence, and “Best Apps – Insurance Services” at the Mob-Ex Awards. As the recent recipient of multiple digital awards, MSIG expects to keep up this momentum and will continue expanding its digital capabilities in the years to come.
Please click here to read the full MSIG 2019 Claims Report.