Give Thai Life an agentic layer for premium-due outreach, policy service, and claims status in Thai — lifting persistency and freeing the agency force to sell, with OIC-compliant conduct on every interaction.
Thai Life Insurance is one of Thailand's largest life insurers, listed on the SET in 2022, with Meiji Yasuda Life as a long-standing strategic partner and an agency-led distribution model with tens of thousands of agents.
Public factLife-insurance economics hinge on persistency: every lapsed policy destroys embedded value, and lapse prevention is disproportionately a communication problem — reminders, grace-period options, reinstatement guidance.
Reasoned inferenceAn agency-led model means policy service today routes through agents whose incentive is selling, not servicing; orphaned policies (agent turnover) are systematically under-served and lapse-prone.
Reasoned inferenceThailand's OIC (Office of Insurance Commission) imposes market-conduct rules on insurance communication, and PDPA governs outreach consent — compliance-grade logging is a structural need.
Reasoned inferenceAn aging Thai customer base holds savings-heavy products with maturity and annuity-payout service needs — a growing, voice-preferring service segment.
Reasoned inferenceClaims status transparency (health riders especially) is likely a top complaint driver that proactive updates would disproportionately fix.
Seller hypothesis — validateValidate with the account team before outreach: Policy-administration API accessibility for premium and policy grounding · Persistency baselines and orphaned-policy share · Agency-force sensitivities to non-agent policyholder outreach
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: Thai Life is a distribution-and-actuarial company; its technology organization maintains policy systems and agent tools, not platforms. Conversational capability with OIC-compliant conduct will be procured — the Meiji Yasuda partnership reinforces a governance-first, buy-and-integrate pattern.
Why they won't build the full stack: No insurer of its profile builds conversational infrastructure; the persistency opportunity is measurable within two premium cycles with a bought platform, while a build would still be scoping.
Management commentary as a listed insurer emphasizes value of new business, persistency quality, and agency productivity as the drivers investors track.
GTM implication: Pitch directly in their disclosed-metric language: persistency lift and agent-productivity release, measured on control cohorts.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Premium-due & lapse-prevention outreach Policy-timed Thai outreach with premium options explained (grace period, automatic policy loan, reinstatement), payment in-channel, agent escalation for save-critical cases. | Persistency is the company's reported value metric; each saved policy is directly attributable embedded value. Friction today: Reminders are SMS blasts; grace-period and policy-loan options go unexplained; orphaned policyholders hear from no one. | LINEVoiceSMS | |||
Policy service & maturity servicing Grounded policy answers, guided service requests with document validation in-flow, maturity options explained and executed within policy. | Savings-product maturities and policy changes generate branch visits an aging base finds burdensome. Friction today: Beneficiary changes, policy loans, and maturity questions require forms, branches, or reaching a possibly-departed agent. | LINEVoice | |||
Claims intake & status Conversational FNOL with document capture, checklist tracked in-flow, proactive stage updates, adjuster decisions remaining human. | Claims moments decide brand trust; health-rider claims especially generate status-call volume. Friction today: Claims intake is paper-heavy; status answers require back-office checks; claimants call repeatedly. | LINEVoice |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Thai Life Insurance's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Thai Life Insurance: Premium-due outreach is a sharply bounded, high-ROI pilot with persistency metrics the company already reports; policy service and claims extend after proof.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Persistency drives the value metrics the market prices; lapse prevention is the most controllable driver you have. Proactive, helpful outreach at 100% coverage converts service spend into reported embedded value.”
“One integration into policy administration and payments powers outreach, service, and claims workflows — partner-delivered, sized for an insurer's IT capacity, not a bank's.”
“Orphaned-policy servicing stops depending on agent goodwill; premium outreach runs on policy timing, not campaign calendars; your service staff work exceptions and saves.”
“Agents keep the relationship and the save-critical escalations — but stop being the bottleneck for routine service their compensation doesn't reward. Their selling hours go up; their orphan books stop lapsing.”
“OIC market-conduct and PDPA consent enforced as configuration: scripts bounded, disclosures consistent, 100% of policyholder conversations logged and reviewable.”
“The pilot is measured in the metric you already disclose — persistency — against control cohorts, with Launch-package entry cost and usage pricing thereafter.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
One of Thailand's largest life insurers — SET-listed since 2022 with Meiji Yasuda as strategic partner — running a 60,000-strong agency force whose policyholder base generates premium-collection, policy-service, and claims conversations that today flow through agents and branches; persistency economics make automated, helpful outreach a direct P&L lever.
Baseline 13-month persistency and orphaned-policy lapse rates, then pilot premium-due outreach on one policy cohort for two premium cycles.
Entry: Premium-due & lapse-prevention outreach · Launch package · 8–10 weeks to a live, measured pilot. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.