Prudential received 2 awards at the Asian Experience Awards 2025

This award is a testament to Prudential Vietnam's actions in realizing its commitment to "Customer First", clearly demonstrating Prudential's persistent efforts in improving the experience at every customer contact point.

Accordingly, Prudential Vietnam has continuously optimized the customer journey from consultation, appraisal, benefit payment to after-sales service.

Notably, the deployment of "God's Eye" OCR on a digital platform, this technology has the ability to recognize and extract information from images to text with up to 96% accuracy with a processing speed of less than 20 seconds, helping the system automatically read and analyze information on insurance documents that customers submit in image form.

As a result, the system can immediately respond to the validity of documents and speed up the decision-making process for approving payment applications.

Specifically, during the three-month trial period since its launch, the new generation OCR "magic eye" has supported the settlement of more than 50% of the total number of insurance benefit claims submitted online. Of which, 243 claims received payment results within just 3 minutes and 1,636 claims received results within 30 minutes from the time the customer successfully submitted the claim to the time the payment results were received.

Thanks to that, the process of resolving urgent insurance benefit claims such as outpatient health care, hospital support, surgery, etc. will be shortened, better meeting customers' needs for a quick, simple and seamless payment process.

Prudential received 2 awards at Asian Experience Awards 2025 - 1

In addition to optimizing customer experience at every touchpoint, Prudential has built a program called “Customer-centric framework” to collect - analyze - transform all customer feedback into practical improvements.

Since April 2024, the company has held 70 cross-departmental meetings based on real-world feedback and triggered more than 70 operational improvement initiatives. As a result, many processing steps have been shortened from weeks to just days, helping customers receive fast and transparent service.

At Prudential Vietnam, every customer feedback is considered an opportunity for improvement. Therefore, the company has implemented urgent programs to ensure that the customer's voice is always heard and converted into practical actions such as: Close the Loop Program - Call back when you are not satisfied, an automated system that connects with customers who have had a bad experience, to listen in detail, handle thoroughly and fix the root cause.

This helps customers feel that their opinions actually make a positive difference.

With a consistent approach supported by data and technology, Prudential Vietnam is gradually raising the bar for user experience, from simplifying processes, shortening waiting times, to personalizing services.

“The two awards at the Asian Experience Awards 2025 are a recognition of this journey, and at the same time further motivation for Prudential Vietnam to persevere in its mission of bringing complete peace of mind to every Vietnamese family,” said a company representative.

Source: https://dantri.com.vn/kinh-doanh/prudential-nhan-2-giai-thuong-tai-asian-experience-awards-2025-20251013110738230.htm