In 2019, AIA Group is celebrating our 100-year journey. AIA Hong Kong is committed in providing pre-eminent service to all customers.

Built on our service strategy of Customer Centricity and Digitalisation & Innovation, we have rolled out the Next Generation 3-Level Service Model which targets at individual needs of different customer segments.

For Level 1, we have grouped all self-help services in AIA Connect – one mobile app one portal and online Chatbot “Andy” for all business lines to offer 24/7 One Customer Experience service.

Level 2 offers non face-to-face services, such as hotline, live chat, kiosk and email, to render dedicated and personalised services.

Level 3 is our prestige face-to-face concierge centre services. We process all policy change requests instantly and offer death claims concierge services.

Service Excellence is a never-ending journey. We will keep on launching new service initiatives by riding on digitalisation and innovation to take customer experience to a new height.