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This intelligent assistant combines the power of Generative AI with human-like interaction to deliver a more intuitive way for group insurance members to access and understand their group medical insurance benefits.
This article is brought to you by AIA Hong Kong Corporate Solutions.
To help employees of its corporate clients navigate the often complex and time-consuming world of employee benefits, AIA Hong Kong (“AIA”) has launched a group insurance market-first innovation in Hong Kong – the “Employee Benefits Concierge”, powered by GenAI assistant. This new service is available to AIA’s group insurance members by phase and adds to another strength to its group insurance service.
Available on the AIA+ mobile app by phase, this intelligent assistant combines the power of Generative AI (Gen AI) with natural, human-like interaction. It delivers a faster, simpler, and more intuitive way for employee members to access and understand their group medical insurance benefits. Whether checking hospitalisation coverage, understanding outpatient entitlements, or navigating claims procedures, answers are now just a few words away – tailored to each employee’s individual needs.
With the Employee Benefits Concierge, employee members can receive instant, intelligent responses to multiple complex enquiries in a single conversation – without needing to repeat themselves. The assistant supports natural, fluent, and seamless communication in English, Traditional Chinese, and Simplified Chinese, catering to Hong Kong’s diverse language preferences.
The launch of the Employee Benefits Concierge was driven by a key insight that group insurance members, like all customers, increasingly expect digital-first, real-time access to information about their entitlements and claims procedures.
While employee benefits – especially group medical insurance – play an important role in workplace wellbeing, they can still be challenging and time-consuming for some group insurance members to fully understand and use with confidence.
Employees with group insurance plans often face challenges such as:
- Complex coverage structures that include multiple benefits, tiers, limits, and exclusions, making it hard to interpret what is covered and how to claim, often leading to frequent support requests.
- Lack of real-time support, with many relying on HR or call centres for answers, resulting in delays, repeated follow-ups, and frustration.
- Manual and fragmented processes, such as submitting physical receipts and printed forms or navigating multiple platforms, which slow down claims and increase errors.
- Limited transparency, leaving employees uncertain about claim status, reimbursement timelines, and benefit usage, leading to confusion, missed entitlements, and unnecessary stress.
- Language and accessibility barriers, especially in multilingual workplaces, where benefit materials may not be available in preferred languages or written in plain terms.
These pain points highlight the need for smarter, more intuitive solutions – like AIA’s Employee Benefits Concierge – that simplify access, provide real-time support, and empower their group insurance members to make informed decisions about their health and wellbeing.
“The launch of the Employee Benefits Concierge marks a major milestone for AIA and the group insurance industry, reinforcing our commitment to innovation and to putting our customers at the heart of everything we do. By leveraging cutting-edge technology, we are delivering smarter solutions that truly make a difference in the everyday experience of group insurance members,” says Amelie Shen, Chief Corporate Solutions Officer of AIA Hong Kong and Macau.
The insurance company adds that this innovation complements its broader commitment to workplace wellbeing through the “WorkWell with AIA” programme, which supports corporate clients’ employees across physical, mental, and financial health.
AIA remains committed to empowering individuals and organisations to live ‘Healthier, Longer, Better Lives’ – and this is just the beginning.
Having launched in September 2025, the service will be rolled out in phases to the broader customer base, setting a new benchmark for how technology can transform the future of group insurance experience, and redefine how members access, understand, and engage with their benefits.
Images / AIA Hong Kong Corporate Solutions
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