Prudential Hong Kong introduces digital claims, AI platform

Prudential Hong Kong is introducing a digital claims submission system and artificial intelligence (AI) platform.

The technology is set to “provide a more personalised and accessible experience to customers,” according to a Dec. 14 statement.

The electronic claims submission system is a self-service customer platform that enables customers to both submit their hospital claims electronically and get instant claims status updates.

Prudential is also extending an AI-powered Chinese-language virtual assistant “Ask Prudence” chatbot service to its customers, allowing a round-the-clock online enquiry service.

“Prudential is at the forefront when it comes to innovations and has introduced digital solutions, including PRUmobile, myPrudential and PRUone, that provide our customers and agents a convenient, easy and streamlined way to access the information or services they need,” said Sam Lim, chief transformation officer at Prudential. “There has been a growing demand for more internet- and mobile-enabled service offerings that complement traditional paper-oriented processes. The new additions seek to offer customers an end-to-end digitalised experience which sits at the core of our customer journey.”

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