Offering equal and amicable financial services, extending the realm of financial services, and implementing financial equality, we promote public acceptance and utilization of digital finance.
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In 2023, the Free-choice Coverage website has processed nearly 30 thousand applications.①
Over 92 thousand Cathay Vision Experience(CVX) cases have been processed as of 2023.①
As of 2023, such effective insurance contracts were provided to nearly 81 thousand individuals①
Optimizing Customer Journey, Enhancing Service Experience
Cathay Life Insurance pursues customer-centric, continuously striving to optimize the pre-sale, mid-sale, and post-sale service experience for customers. We consistently develop the latest and most considerate digital services in accordance with changes in the broader environment. Our aim is to lower financial barriers through digitization, enabling more people to enhance their financial autonomy and receive financial services without constraints of time and space.
Convenient services
In order to serve a wide range of customers around Taiwan, Cathay Life uses digital technologies at Customer service center's and Counter service center's service nodes to improve the convenience of financial services and overcome geographical, temporal, and physical limitations, thus providing customers with a better service experience.
Virtual queuing
We implemented the virtual queuing mechanism which allows policyholders to check their waiting time after calling the customer service center and choose to either wait online or make a reservation for customer services to call back, so that they can manage their time more flexibly.
Internet phone call service
Those who have an internet connection can make internet phone calls via Cathay Life’s website or app to contact our customer service center.
Complaint hotline
We formed a team of senior customer services to provide professional services, assess a problem promptly, and discuss solutions with related departments to reduce the likelihood of customer complaints, quickly solve a customer’s problem.
EasyCall Travel Insurance
Cathay Life was the first to introduce easy-call travel insurance. Policyholders can speak with robots instead of waiting for a real customer service officer, and make a successful travel insurance application in three minutes.
Developing Digital Services
The rapid digital transformation in the service industry and the impact of COVID-19 have made more and more people willing to complete various insurance services online. Cathay Life also takes advantage of technology to complete several services such as insurance enrollment and insurance policy management via mobile phone or computer, thus providing customers with a safe and fast digital service experience.
Online insurance enrollment
In order to provide convenient online insurance enrollment services, we began to offer insurance products that accept online enrollment at the end of 2014, so that customers can complete the enrollment process without dealing with sales personnel or uploading or downloading any documents.
Innovative online services
The advancement of digital technology has significantly changed the behavior of consumers and made online activities the norm. In response to these changes, Cathay Life has developed convenient one-stop online insurance services. Online services featuring innovative components and platforms were planned to introduce a brand-new online insurance service model.
Smart Digital Customer Services
Since 2018, Cathay life has launched the chatbot “Alpha,” which is available on Cathay Life's website, app, Line account, EDM and short messages to help customers quickly solve all kinds of insurance issues.
Sky counter
We launched the first ever online proposer change, beneficiary
change, and policy loan application. As long as policyholders log in
the “Sky Counter” app of Cathay Life Insurance, they can make online appointments, arranging for multiple people in different locations to process insurance policy changes at the same time. The whole process is paperless and time-saving, and constitutes the only insurance policy service in the industry that remove restrictions on physical networks and counter businesses.
Focus story
The overall customer satisfaction with our digital services was 95% in 2023, and user satisfaction with our online insurance enrollment service has reached 97% for four consecutive years.
In 2023, the Free-choice Coverage website has processed nearly 30 thousand applications.
Over 92 thousand Cathay Vision Experience(CVX) cases have been processed as of 2023.
