Muang Thai keeps the customer at heart

July 2022

Having celebrated its 70th anniversary in 2021, Muang Thai Life Assurance Public Company (MTL) is a leading provider of life insurance in Thailand and has worked tirelessly to adapt its products and services to the changing needs and preferences of customers – taking into account changes in social structures, the aging of society, and the recent digital transformation, driven in part by COVID-19, which accelerated on-line transactions and reliance on technology.

MTL was the first insurance company to be honored with the Royal Garuda emblem presented by the King of Thailand.  The emblem is considered one of the highest honors in Thailand and has been awarded for decades to recognize companies that provide exceptional services and are committed to the best interest of the people of Thailand. 

For providing services that meet internationally accepted standards of quality, Muang Thai was the first company in Thailand to achieve ISO 9002 certification, which was upgraded to ISO 9001 Version 20153.  Muang Thai has distinguished itself by providing customers with quality service, and its group area performs in accordance with ISO 9001 Version 2015 standards.

MTL’s corporate strategy is ‘MTL Trusted Lifetime Partner’ and through innovative life, health and investment solutions puts customers at the heart of everything it does.

As part of its commitment to enhance the customer experience, Muang Thai has introduced new services and applications designed to take advantage of technological innovations and partnered with leading providers of digital solutions to optimize services and performance.

In the insurance industry in Thailand, MTL has been at the forefront of fostering new products and services to enhance its own processes and interactions with customers and to bring the Thai insurance sector to a new level.

In 2017, MTL launched the Fuchsia Innovation Centre, a special unit to develop and implement innovative solutions that focus on customers' needs and to partner and collaborate with insurtech companies and start-ups that can enhance the process.

Muang Thai aims to be a leader in digital and non-digital sales channels, meeting a variety of customers’ needs and working towards perfecting all customers’ journeys, for example, by launching a video call service that enables customers to make transactions from anywhere and purchase or inquire about MTL's products in real time.

With its dedicated commitment to digital transformation and in partnership with leading technology providers and developers, MTL launched the MTL Click application, the MTL Fit application, and many other services.

The MTL Click Application was developed as a  comprehensive application combining all Muang Thai’s services together, and to digitally enable the strategy of being ready to assist customers at every stage of life, as part of the strategy:  “MTL Everyday Life Partner”.

MTL Click provides customers with a one-stop application to access a full range of its insurance services, including 24/7 access for video consultations with medical providers and delivery of medication.

• Consult Physician from Network Hospital via VDO Call 24/7 nationwide
• Save time and expenses for traveling
• Cashless – Member can select to claim eligible physician fees and medicine expenses from his/her OPD benefit via app
  
• Delivery of medicine to your door (Member pays delivery charge) 

Other services provided via MTL Click include:

• Check policies and benefits
• Link policies for family members with MTL cover for ease of access
• Submit claims and track status
• Reduce HR workloads and expenses in handling claims for employees 
• Member can check claim status from the app
• Reimbursement within 3-5 official days after completed documents received online 
• Submit premium payments and renewals
• Locate nearest network hospitals

During the COVID-19 pandemic, MTL Click allowed MTL to continue to provide easy and convenient access to customers and provide them with services to mitigate the effects of the pandemic.

MTL Fit is a health application that helps people understand more about their health, set fitness goals and work to reach them.  MTL Fit users can also participate in fitness challenges.  The MTL Fit app is available to anyone, but MTL policyholders get additional rewards.

MTL Fit can also provide users with their health score, which takes into account:

• Average Weekly Exercise
• Average Weekly Steps
• BMI
• Cholesterol Ratio
• Fasting Blood Sugar
• Blood Pressure

Privilege for employees holding Muang Thai Healthcare card.  Just present the card and redeem discounts from 500 participating shops, restaurants and hotels nationwide.

Life

• Life Insurance
• Accidental Death and Dismemberment
• Group Critical Illness Rider (Group CI)

Disability

• Total Permanent Disability Rider (Caused by Accident or Sickness)
• Total and Permanent Disability Rider (Caused by Accident Only)

Medical

• Hospital and Surgical
• Outpatient
• Dental Care
• Major Medical
• Maternity
• Daily Hospital Benefit or HB Incentive
• Health Check-Up
• Vaccine
• Vision

Other

• Group Personal Accident
• Online Services, Group Web Access
• Wellness Care

Muang Thai won the Thailand Top Company Awards 2023 (Insurance Industry) from Thailand Top Company Awards for the fifth consecutive year.  Muang Thai won 2 awards for the consumer heart winning brand of the year in “Thailand’s Most Admired Brand” 2023 awards, which are given based on research done by Brand Age magazine.