Financial Services

FWD Thailand Digitalises Customer Journey with Next Generation Insurance Platform

Company profile

Established in 2012, FWD Thailand is a fast-growing insurance company aiming to provide customer-led insurance coverage whether it be savings, personal accident, retirement plans, or investment-linked insurance. FWD Thailand delivers fresh customer experiences and provides quality services to more than 900,000 customers nationwide.


Combining a fast-moving insurance market with an ambition to change people’s views on insurance, FWD Thailand would like to adopt digital technologies to improve operational efficiency and propositions, make its workers more agile, deliver new insurance experience and revolutionise customer journey.

Digital Transformation is about inspiring people with a new mindset to change their processes using technology to better serve the customers. PCCW Solutions’ Next Generation Insurance Platform enables us to effectively engage with customers across all digital channels and become a dynamic player in Thailand’s insurance market.

Verapat Chantaravannakul

Chief Information Technology Officer
FWD Thailand


PCCW Solutions’ Next Generation Insurance Platform offers complete end-to-end solution supporting life insurance sales process from lead acquisition, customer’s financial needs analysis to product purchase on any device, anytime anywhere. It supports straight through processing, online and offline access with automatic two-way synchronisation, with simple and intuitive user interface for easy configuration of products.

Value created

The platform shortens product launch time from months to weeks, achieving straight through processing for instant application approval versus previous 2-3 days lead time. With automated sales tools streamlining closing processes with instant payment and enhancing efficiency for policies update, the digital platform increases the producers’ productivity while reducing IT resources significantly, enhancing service level and customer experience.


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