Mobility has been one of the key focus areas for MetLife and in 2013 it launched its Mobile Ubiquitous Life Insurance Access Network (MULAN) app, an operating system-agnostic application that allows customers 24/7 real-time self-servicing through mobile devices. It was launched in Korea at the beginning of 2013 and MetLife is planning to roll out this application to the rest of its operations in Asia.
MULAN ports insurance policies to your mobile – no paperwork, no queues just 24/7 self-service using your device. MULAN promotes flexibility, offers users a friendly interface and provides a differentiated service. Business benefits include increased customer satisfaction, improved brand awareness and increased retention rates and sales. MULAN has had over 50,000 downloads and has over 8,000 transactions every month. This supplements the efforts of MetLife call centre representatives, and is equivalent to the efforts of 8 total reps.
“Mobility is one of the key strategic technology themes identified by MetLife to capitalise on the proliferation of smart devices in Asia and energise our growth. We seek to connect with our business partners, agents and customers in a faster and more personalised way. By enhancing our mobile capability, we are able to offer our customers greater flexibility and convenience in interacting with us, thus significantly uplifting the overall customer experience,” said Mr. Gary Teh, Chief Information Officer of MetLife Asia Pacific Ltd.