The Digital Insurer Award - Aegon Life

1. AEGON,tohtensiongone.
Hyperpersonalised Video

2. Situation:
• More than 5000 requests via call + email related to policy document and features
• Difficult to identify important policy details in 27 pager policy document with fine prints and
many technical clauses
• No ready reminder to summarize the policy
• Loved ones unaware of policy purchase / information
Situation & Complication
Complication:
• Policy Document cumbersome to use
• Absence of a digital, comprehensive yet user friendly mode of providing policy
information for Customers
Is there a way to assist the
Customer to help him remember
and share his policy details
without any dependency to
connect with insurer or check his
inbox?

3. What is Hyperpersonalised Video?
A short video to showcase customers their personal policy details.
A video that is individually rendered for each customer.
Actual
frames
from the
video
Actual
frames
from the
video

4. What allcan we customize?
Characters – Basis the Gender and age, video shows customized characters
- 3 male, 3 female and 2 children
Locations – Mumbai, Delhi, Hyderabad, Ahmedabad, Bengaluru, Chennai, Pune
and one default
Plan features– Based on the chosen plan the video shows Benefit of the
selected plan
Riders– Based on the riders applied, the video shows the benefits of Riders
added to the base policy
Other– Benefits like Quit Smoking can be included if the customer is a smoker
Total video variations
possible
1152

5. • Appealing music and 1152 customized avatar
variations resulting in enhanced customer
experiences
• 60% Reduction in queries wrt policy details / features
at contact center
• Easier to understand the policy rather than having to
go through 27 pages of the policy document
• 100% digital and can be shared on WhatsApp / Email/
etc. by the customer
• Service Availability 24 x 7 x 365 due to Zero
Downtime owing to serverless architecture
• Scalability to service mass market customers as well
• Plug and Play module – API driven - Video for any
New product/ feature launch can be quickly
customized in less than a week
• Journey Analytics embedded within the architecture,
resulting in real time analysis of customer behaviour
Results

6. ThankYou