Prudential Hong Kong launches healthcare portal

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Prudential Hong Kong has updated the digital capabilities to its healthcare policies with the introduction of a streamlined and paperless hospital claims process.

The global insurance giant has revamped its Hong Kong healthcare operation with the introduction of a new ‘Hospital to Prudential’ portal and an artificial intelligence operated ‘Chatbot Claims’ platform that it believes will transform the way that healthcare claims are dealt with in the region.

“In this digital era, customers increasingly demand a convenient, reliable and secure insurance claims experience,” said Sam Lim, chief transformation officer of Prudential. “These innovations respond to customers’ evolving needs and herald a milestone in the evolution of insurance claims in Hong Kong. We are confident our digital innovations will create new standards in the industry.”

The “Hospital to Prudential” portal update – which goes live on July 3 –means that upon admission to designated hospitals, patients now only need to input basic information including their name, HKID number and contact phone number and the claim process will commence immediately.

After the patient is discharged, the hospital claims documents will be encrypted and submitted electronically by the hospital via the portal to Prudential for processing, the company said in a statement announcing the initiative.

AI-powered chatbots

Prudential has also extended its chatbot capabilities to enable financial consultants to submit hospital claims for customers via Chatbot Claims.

By interacting with the AI chatbot on their tablets, financial consultants will receive an instant response from the chatbot regarding the required data and documents. This platform will significantly reduce the claims submission time to as little as three minutes, or by 75%, compared to paper-based submissions, the company said.

Chatbot Claims will support more than 90% of Prudential’s medical protection products and will help financial consultants process claims of any amount.

Prudential has been in Hong Kong since 1964, with a range of financial planning services and products including individual life insurance, investment-linked insurance, retirement solutions, health and medical protection, general insurance and employee benefits.

Globally, Prudential plc has more than 26m insurance customers and £669bn of assets under management as at 31 December 2017. Prudential plc is listed on stock exchanges in Hong Kong, London, New York and Singapore.

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Gary Robinson

Commercial Director, Head of Video at International Investment.