Multifaceted insurance services

Modern insurance buyers do not only consider prices when choosing their service provider. They also compare after-sales service quality, transaction time, as well as the convenience of policy renewal.

DirectAsia, an online insurance broker from Thailand, offers after-sales services alongside their car insurance policies, including renewal services and claiming assistance. Their services and solutions are outlined to correspond with their customers' purchasing behaviors.

Currently, the brand's clients can purchase insurance policies through its website or phone and pay the premium through bank applications on their smartphones, just like how they would buy other products online.

Better experience for everyone

When it comes to premium payment, DirectAsia's clients have two payment options: monthly installments via credit card and full payments through bank transfer. The company has integrated our Payment links solution to accept full payments through PromptPay (QR code transfer).

The steps are simple. Once the conditions are finalized, the sales representative creates a unique payment link for the transaction and shares it with customers via their preferred channels, such as email, SMS, or LINE chats.

Customers can then conveniently scan the QR code from their desktop or upload it into their bank application. Once the transfer is complete, the salesperson can confirm the transaction directly on the Payment links dashboard.

Shortened checkout time, higher sales opportunity.

Before DirectAsia started accepting payments via Payment links, the payment process was manual. Sales agents would send the company's account number to customers in text. The customers would then transfer the amount using bank apps or at physical bank branches, and notify their account representatives to confirm the deposit with their manager.

After integrating Opn Payments and implementing Payment links, the sales team has noticed a shorter transaction time per customer as well as more ease of closing sales resulting from:

1. Increased security credibility — The payment links are embedded with data unique to each order, such as the agent and client's name, sales agreement, premium amount, etc. Customers can review said information before authorizing the transaction, and can pay on their trusted bank application. Consequently, common human errors such as mistyped account numbers or transfer amounts are minimized.

Another substantial improvement is fraud related concerns are relieved. Due to a high rate of scams conducted via social media, some customers were uncomfortable transferring a lump sum to a bank account number sent to them in online chats. With a payment link, they can rest assured that the link is created by the representative and the payment is conducted on a secure platform. Thus, more and more clients have opted for Payment links since the integration.

2. Simpler and more convenient mobile payments compared to traditional bank transfers. Customers no longer have to switch between apps to manually input numbers or wait for the salesperson to confirm transactions. Meanwhile, the sales staff can complete the whole process in one sitting, cutting down time spent per transaction.

Faster payments and decreased errors combined make up for lower transaction costs per order.

Living up to modern payment lifestyles

As an online insurance broker, DirectAsia seeks to incorporate payment options that best reflect their clients' online purchasing behavior. This is to facilitate a seamless, e-commerce-like online purchasing journey.

While some clients have yet to become accustomed to digital payments, most customers prefer to pay on their phone and thus use Payment links regularly. Furthermore, some consider the availability of link payments as a crucial factor. Since the integration, the proportion of customers who pay the lump sum through payment links rose from 2 to 4 in 10 people.

Investing in client and employee satisfaction

At DirectAsia, the goal of introducing new technology isn't only to facilitate customer journeys but also to ensure their personnel can work more efficiently. A smooth checkout process shouldn't come at the price of more complicated work for the staff.

Refurbishing the payment system is challenging for a corporation such as DirectAsia. The employees require training and experience to adapt to the new way of working, which could be time-consuming. However, their salespersons found Opn Payments dashboard easier to navigate than expected. It took them only a few trials to understand the workflow.

In short, comparing the transitioning effort to the increased efficiency, integrating Payment links was a worthy investment.