- CUSTOMER CENTRICITY
- DIGITAL INNOVATIONS
- PRODUCTS AND OFFERINGS
- RESPONSIBLE BUSINESS PRACTICES
Driven by our commitment to enhance customer experience, the Group continues to prioritise initiatives that strengthen our understanding of customer needs and expectations. We actively track and analyse customer feedback through tools to improve our service delivery, streamline customer journeys, and ensure our offerings remain relevant and responsive to evolving demands.
- Enhancing Response Time
Our live chat function that integrates our social media platforms with our B2C website, mainly for General Insurance products was further enhanced in 2024 with the introduction of Zendesk. This live chat is in addition to the AirAsia Tune Protect Travel-related live chat which was established in 2019. It is a cloud-based customer service platform that helps businesses to improve communications with customers by streamlining support operations, bringing us closer towards establishing a singular point of response for customers.
Through Zendesk, each customer ticket is accompanied by a service level agreement that spells out what customers can expect, which includes turnaround response time to their queries. The platform consolidates requests from our website, email and social media channels, enabling us to handle enquiries efficiently, minimising duplication and improving response management. - Enhancing Claim Process
We introduced instant claims payout for Travel Easy Travel Delay benefit, whereby claims for flight delays within three to nine hours are simplified, eliminating the need for supporting documents such as travel itineraries and delay confirmation.
One Claim Harmonisation Plan is introduced in December 2024 allows AirAsia customers who have purchased Tune Protect policies to seamlessly manage their policies, view policy details, file claims and track claims statuses.
| Year | Customer Experience (CNPS) |
|---|---|
| 2024 | +49% |
| 2023 | +45% |
| 2022 | +39% |
By leveraging technology and digital enhancements, we provide convenient and sustainable solutions for our internal and external stakeholders, ensuring customer service excellence.
- Cloud-based Core System
In our efforts to deliver exceptional customer experience, we became Malaysia’s first insurance company to launch our core system on to Cloud for Malaysia operation. We collaborated with strategic technology partner to undertake this initiative. - Regional Expansion Approach
The mobile app has been repositioned as a regional mobile app and is now accessible in Malaysia, Singapore, Thailand, Indonesia, the Philippines, Vietnam, Brunei and Hong Kong. In addition, AirAsia policy holders can also directly view and manage their travel policy, file claims and track their claim status through the app.
We revamped our company website into an unified platform to showcase our regional coverage and strategically broaden our presence by inviting more regional entities to partner with us. As part of this enhancement, we introduced an interactive map feature on our website tuneprotect.com, allowing users to explore our regional footprint. By hovering over the map, users can seamlessly redirect to the respective country’s website.
By leveraging technology and digitalisation, we boost the accessibility of our products and offerings, driving customer satisfaction levels up. In addition, we also expand the demographic of people we can serve to include the underserved and unserved markets, supporting our sustainability efforts that resonate with our more socially conscious consumers.
- Travel
i. Delay Lounge Pass
ii. Partnership with travel technology provider
iii. Cashless Hospital Admission
iv. Travel Gadget
v. Cancel for Any Reason Protection
vi. Activation of travel agents - Innovative and Responsible Products
i. Ticket Refund Insurance
ii. Ticket Protection
iii. Dental Shield
iv. TermiteShield
- Local Procurement
Our Procurement team handles our procurement processes, ensuring business transactions are carried out seamlessly with our large pool of suppliers, most of whom are SMEs. They are responsible for centralising, streamlining and managing the procurement processes while looking out for the Group’s financial interest. - Practising Ethical Procurement Processes
We screen vendors against lists by the Ministry of Home Affairs Malaysia (MOHA) and United Nations Security Council (UNSC) Consolidated list to ensure we are not dealing with sanctioned entities. If required by BNM, we will conduct audits on our suppliers and vendors. - Responsible Investing and Underwriting
Our Group Investment Policy aims to allocate up to 10% of its investments to fund managers who are United Nation Principles for Responsible Investment (UNPRI) signatories or funds that align with sustainable investment guidelines, internationally recognised benchmarks, ESG integration, or high sustainability ratings. One of our funds is a qualified sustainable and responsible investment fund that is operated along the guidelines of the Sustainable and Responsible Investment issued by the Securities Commission Malaysia, while the fund manager is a signatory to the UNPRI.
In 2023, we achieved our commitment to Zero Coal in our underwriting portfolios, seven years earlier of our 2030 target. We have also excluded tobacco and arms manufacturing from our portfolios, reflecting our ethical commitment and integrity as a health insurer. This commitment extends to our investment practices across the group, where we seek to minimise the environmental impact of our portfolios. We continue to monitor existing mandates with coal exposure while ensuring that all new discretionary mandates will be zero coal, per our Group Investment Policy.
