services. Products TNI’s business practices focus on providing customers with higher protection coverage rather than competing on prices. As a result, TNI places emphasis on development of products and services which offer higher benefits and better quality to customers, particularly with regard to auto insurance in which Thanachart Group has extensive expertise. In relation to coverage, TNI introduces additional coverage called “Fully Protected”, which serves as additional protection to the standard protection normally offered by traditional auto insurance products. The purpose is to protect customer lifestyle, ensuring that they can return to normal living soonest possible although they have to take their car to the repair shop after a car accident. In 2020 and 2021, its product namely “Fully Protected 2+” of which TNI was most proud won the Product of the Year Award for two consecutive years. Distribution Channels After TBANK merged with TMB and the name of the merged entity was changed TMBThanachart Bank, TNI participated in the implementation of the Bank’s key policy to promote the well-being of Thai people. In this connection, TNI provides customers with all non-life insurance products through all distribution channels of the Bank, which include online channels. Both TNI and the Bank participated in product development, aiming at offering the best products possible to the Bank’s customers. In addition, as part of business expansion, TNI introduced its products to new markets such as big electric trucks. TNI also teamed up with other financial institutions in offering loan protection insurance products. The purpose was to expand the customer base of TNI as well. Services TNI has developed and improved services in various areas in response to changes in the insurance industry as well as changes of customer behavior under the new normal. It also aims to provide customers with additional best experience in their access to products and services. The related details are as follows: 1. Development of the online customer service systemon a platform for the LINEOfficial Account of “Thanachart Insurance” The system enables TNI to provide customers with fully integrated services and convenience. Customers can execute all types of transactions through the LINE account. These include checking of information about details of the protection under their insurance policies, online submission of claims, immediate sharing of the location where the car accident takes place, and tracking of the current travel status of the car accident surveyor. This helped reduce time waiting for customer service representatives to respond to phone calls and claim notifications. Customers can also renew their insurance policies and pay insurance premiums online themselves. They will receive their e-policies right afterwards. Furthermore, they can receive special privileges and discounts from various stores through the LINE account. 2. “Meet and Care” Services Customers are provided with personal assistants responsible for looking after their car repair work at every step. The services answer the lifestyle of customers who live in the city and need to take their car to repair shops. They look for assistants or experts who can assist or advise them on details related to the repair. In this connection, experts from the “Meet and Care” services serve as personal assistants to check and coordinate at the pickup and drop off point for car repairs. Customers can rest assured that they are well taken care of from the very first step when their car is picked up. They can monitor and check their car’s repair status at any stage. Once the car repair is completed, the assistant will check the quality of repair work before confidently delivering the car back to customers. 56-1 One Report / Annual Report 2021 Thanachart Capital Publ ic Company Limited 35
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