Tokio Marine Vietnam digitises processes with OpenText

Image by Vlad Deep

Tokio Marine Insurance Vietnam (TMIV), a P&C insurer, is implementing OpenText solutions to modernise its client communication strategy and enable rapid delivery of information to customers.

As part of TMIV’s growth and expansion plans, the company strives to provide clear, prompt client communications by developing efficient workflows that enable seamless processing of high-volume client requests.

TMIV general director Hideki Maeomote said that the policy document is one of the most important pieces of client communication for the company.

Previously, TMIV relied on manual processes to design, edit, and personalise these documents. This approach was so time-consuming, increased production costs, and resulted in long wait periods for customers.

“We needed a solution that would streamline and accelerate our document workflows,” said Maeomote. “With OpenText Exstream, we have modernised internal processes and cut time spent on preparing insurance documents by almost half.”

James McGourlay, OpenText EVP of international sales, said that by relying on OpenText, TMIV is transforming standard client communication processes to provide highly effective and efficient client experiences. 

To improve customer experience, TMIV leveraged OpenText Exstream and accelerated the creation of policy documents by 40%, helping the company to process growing volumes of client requests. 

Manual processes were replaced with streamlined digital authoring and editing tools, cutting production costs and improving customer satisfaction as clients now receive their policy information faster. The solution was also used by the company’s Indonesia non-life insurance entity, PT Asuransi Tokio Marine Indonesia, for policy issuance.