CIGNA International – Thailand
CIGNA, from it roots in the U.S. cities of Philadelphia, Pennsylvania and Hartford, Connecticut, established a presence in Thailand in 2002 through CIGNA International Marketing (Thailand) Limited. The Company has a strong in-house team of telemarketers to promote products and services through the Company's telemarketing channel.
CIGNA commenced selling its own products through this channel after acquiring a Thai insurance license in 2006. Therefore, CIGNA in Thailand operates under 2 companies which are CIGNA International Marketing Thailand Limited (CIMT), an expert of call center management and telemarketing company, and CIGNA Insurance Public Company Limited (CIPCL), an affinity-based telemarketing and alternative distribution business specializing in Accident and Health insurance products in Thailand. Its business activities have earned support from several financial and non-financial institution partners.
At the beginning of Y2008, CIGNA started using Direct Response TV to promote its products. CIGNA was the first insurance company in Thailand to embrace this innovative sales channel, following successful launches in Korea, Taiwan and New Zealand over the past two years. Direct Response TV provides a convenient channel for potential customers to obtain more information on insurance plans, as well as to buy plans through telephone orders.
Offering the differences by CIGNA Thailand
With expertise and international support from CIGNA International and U.S.- based CIGNA Corporation, CIPCL and CIMT offers professional services in Accidental and Health insurance as part of customer’s health and well-being development. Its business activities have earned support from many financial and non-financial institution partners. We have chosen to offer something “different” to better respond and meet customer’s needs.
1. Leadership in call center management with CIGNA’s global expertise. CIGNA has leveraged its international leadership and expertise in telemarketing to create a world class call center for its business operations in Thailand. We have strong commitment to our partners, respecting their brands and have demonstrated this commitment by ensuring we have the highest information security systems and processes (as evidenced by our ISO27001 Certificant) and the Quality Assurance program whereby we review all sales calls to ensure they are of the highest standard Additionally, we insist on our Telesales Representatives being licensed by the Office of Insurance Commission (OIC) either as Insurance Agents or Insurance Brokers. These assist in ensuring the highest quality of Telesales Representatives and ensures that we strictly comply with the regulations governing the call center services and the regulations of the Office of Insurance Commission(OIC).
2. Comprehensive insurance products and value-added services of global partners. Since 2006, CIGNA has continuously proved to the Thai people that it has offered unique and top-rated products, including Personal Accident Insurance, Health insurance and the talk-of-the-town Dental Protection Plan. CIGNA has been first in the market to offer a individual dental plan, utlise Direct Response Television, receive the prestigious ISO27001 Certificant, provide comprehensive support through partners such as Medical Second Opinion, Assist America and Primadent, to name a few. CIGNA takes its role of bring new and differentialed products to the Thai people very seriously and continues to innovate.
3. The employment of multiple direct marketing channels. CIGNA has deployed a broad array of direct marketing channels to strengthen the relationship with policyholders and potential clients. This includes direct mail, Bancassurance, over the counter, telemarketing …..This has enabled the company to offer the most suitable products to the individual customers, which in return has increased the customer response rate.
4. Customer Value Management (CVM) to enhance customer database management. One of our fundamental differences is CIGNA’s belief in selling the right product, at the right time, to the right consumer through the right channel. The philosophy is reflected by the company’s deployment of the CVM to perform database analysis on our business partners customer bases. This has brought great benefits to CIGNA partners by increasing their business response rates and their sales revenue. CVM enables CIGNA to offer the right products to the right customer target groups, reduce the marketing cost, by analysing the customer database in order to provide the most suitable products and services to them. CVM is critical in our marketing activity and is used extensively to tailor our campaigns to meet the customers needs.
5. Information Security Management System (ISMS) : ISO 27001 certified. CIGNA Thailand has given a top priority to the maximum protection of the business partners customer database. The commitment was reflected by our application for ISO 27001 certification. CIGNA Thailand received this prestigious Certificate in February 2009.after rigorous audits from the internationally recognised British Standard Institution. We are proud to be the first insurance firm in Thailand to secure this ISO 27001 certification, which makes our business partners and the customers feel confident that that their database have been highly protected all the times.
6. The promotion of employees excellence programmes. CIGNA has recruited only the cream of the industry and has given importance on improving the overall excellence of the existing employees, including Telesales Representatives and the support teams. We continue to promote the training courses and relevant activities to improve their skills and boost their morale in order to create a strong teamwork. As a result, the customers and partners have been ensured that they will always enjoy the best-in-the-class- services from us.