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This document contains AIA's social media policy and guidelines for agents. It provides guidance on using social media to market AIA's brand and outlines basic principles to follow, both professionally and personally. The policy discusses representing AIA appropriately, protecting confidential information, respecting intellectual property, safeguarding customer privacy, and being truthful and respectful online. It also addresses topics like disclosing affiliation with AIA, monitoring comments, using personal versus work accounts, and directing media inquiries properly. The goal is to help agents promote AIA's products/services factually while upholding the company's values and complying with applicable laws.
This document contains AIA's social media policy and guidelines for agents. It provides guidance on using social media to market AIA's brand and outlines basic principles to follow, both professionally and personally. The policy discusses representing AIA appropriately, protecting confidential information, respecting intellectual property, safeguarding customer privacy, and being truthful and respectful online. It also addresses topics like disclosing affiliation with AIA, monitoring comments, using personal versus work accounts, and directing media inquiries properly. The goal is to help agents promote AIA's products/services factually while upholding the company's values and complying with applicable laws.
This document contains AIA's social media policy and guidelines for agents. It provides guidance on using social media to market AIA's brand and outlines basic principles to follow, both professionally and personally. The policy discusses representing AIA appropriately, protecting confidential information, respecting intellectual property, safeguarding customer privacy, and being truthful and respectful online. It also addresses topics like disclosing affiliation with AIA, monitoring comments, using personal versus work accounts, and directing media inquiries properly. The goal is to help agents promote AIA's products/services factually while upholding the company's values and complying with applicable laws.
AIA confidential and proprietary information. Not for distribution. Rev02 dated 01/10/2013 MY BASICS Sales Compliance Training (Part 2) AIA confidential and proprietary information. Not for distribution. Rev02 dated 01/10/2013 AIA Premier Academy (APAc) SEED Program MY BASICS IMPORTANT NOTICE MY BASICS section is part of the 4 main modules in SEED program. This is a facilitator-assisted program. Training using this participant guidebook must only be conducted by facilitators certified by AIA Premier Academy. The contents of this guidebook is meant to be used as individual reference during and after the classroom training. It is not intended to be used as part of group visual presentation aids. Where applicable, the contents shall not be the absolute reference on any subject related herein. Thank you. AIA confidential and proprietary information. Not for distribution. Rev02 dated 01/10/2013 AIA Premier Academy (APAc) SEED Program MY BASICS Modules cover for MY BASIC Sales Compliance Training Part 2 AIA Group Social Media Policy and Guidelines AIA Group Business Quality AIA confidential and proprietary information. Not for distribution. AIA Group Social Media Policy and Guidelines Sales Compliance AIA confidential and proprietary information. Not for distribution. Overview Scope General Guidelines Breach of Policy AIA Group Social Media Policy and Guidelines AIA confidential and proprietary information. Not for distribution. Overview The Social Media Policy and Guidelines are intended to help agency leaders and agents who need guidance on how to use social media to market the AIA brand. And on the basic principles they should follow when using social media in a professional capacity, or in a personal capacity where it may affect agents performance or AIAs business interests. AIA confidential and proprietary information. Not for distribution. Scope The Social Media Policy and Guidelines should be read together with the Market Conduct Guidelines which generally outlines AIA Groups expectations of ethical behavior. The principles established in the Market Conduct Guidelines also apply in the social media context , where the speed of information flow is dramatically increased AIA confidential and proprietary information. Not for distribution. You are acting in a professional capacity as an agent when You identify yourself as working for or having an affiliation with AIA; or Your role or responsibility as an agent of AIA is to promote and/or protect the AIA brand You are participating in any AIA-sponsored digital platform; or You are soliciting business opportunities as a representative of AIA AIA confidential and proprietary information. Not for distribution. Participation in social media outside your professional capacity where your conduct reflect on AIA PlatformType Platform Example Communication Blogs : Blogger, Typepad, WordPress, Microblogging : Foursquare, Twitter, Weibo Events : The Hotlist, Meetup.com, Upcoming Collaboration/authority building Wikis: Wikipedia, Wikispaces Social bookmarking Social news : YouTube, digg, Deli.icio.us Document managing and Editing Tools Collaboration : Central desktop, SharePoint. AIA confidential and proprietary information. Not for distribution. Platform Type Platform Example Collaboration /authority building * Wikis : Wikipedia, Wikispaces Social bookmarking ( or social tagging) CiteULike, Delicious, Digg, Google Reader, StumbleUpon. Social news: You Tube, digg, Deli.icio.us Document Managing and Editing Tools: Google Docs, Docs.com, Dropbox.com Content Communities Photography and art sharing: Flickr, Picasa, Instagram Video sharing: YouTube, Youku, Dailymotion, metacafe Livecasting : Livestream, Skype Music and audio sharing: Last.fm, MySpace Music, SoundCloud Presentation sharing : scribed , SlideShare Forums and discussion boards: Yahoo! Groups or Google Groups Participation in social media outside your professional capacity where your conduct reflect on AIA AIA confidential and proprietary information. Not for distribution. Platform Type Platform Example Reviews and Opinions Product Reviews: ConsumerSearch, epinions.com Business reviews : Customer Lobby, Yelp.Inc. Community Q & A : Askville, Ehow, Yahoo! Answers Note: This Policy also applies to any comments AIA agents may make or leave on other social media pages, edits to wikis, responses to tweets, postings on message boards/forums, opinions on online polls or any product/services AIA might create Participation in social media outside your professional capacity where your conduct reflect on AIA AIA confidential and proprietary information. Not for distribution. General Guidelines As an AIA agent, you should be the ambassador of the AIAs values and follow the AIA Market Conduct Guidelines and other applicable policies. The AIA Brand belongs to AIA: All trademarks, service marks, trade names, logos and icons are owned by AIA. You cannot use any of these without AIAs written permission. Protect and enhance the value of AIAs brand: As an AIA agent, you should act as a brand ambassador of AIA. Promote our products and services, systems and your fellow colleagues, always remain factual, ensure that your statements are accurate, and provide informed and well-supported opinions. AIA confidential and proprietary information. Not for distribution. General Guidelines Ask. You should not initiate or maintain a social media pressure (including personal blog, social network discussion group), or other internet site that discusses or relates to AIA, our business, or the insurance industry in general, without first asking for permission from your Chief Agency Officer or his/her delegate. Use common sense: Think before posting. Use your best judgment to anticipate howpeople may react to what you say. Maintain confidentiality. Do not post any confidential or proprietary information relating to AIA, policyholders or partners. This also includes personal information about your colleagues and individuals associated with the products and services we are delivering to our policyholders or partners. Comply with applicable laws and legal and ethical regulations at all times AIA confidential and proprietary information. Not for distribution. General Guidelines Intellectual property. Respect third party intellectual property rights. Reference or site sources appropriately, and do not publish images from any third party without their prior written consent. Protection of our policyholders privacy. Personal identifiable information should always be protected and treated in accordance with AIA Group Data Privacy Compliance policy and guidelines, relevant AIA Group IT Policies and applicable laws and regulations. Only authorized AIA spokespeople or agencies should manage and respond to negative postings: Pass the post(s) to your Chief Agency Officer or his /her delegate who are specifically trained by AIA to address comments AIA confidential and proprietary information. Not for distribution. General Guidelines Be transparent and make necessary disclosures: When publishing content relevant to AIA in your professional capacity or personal capacity, please disclosure your association with AIA with the following disclaimer: I am an agent of AIA. The statements or opinions expressed on this site are my own and do not necessarily represent those of AIA Be Truthful, Accurate, Respectful. Treat others like you would like to be treated. Do not harass, intimidate or use offensive language on any social media site. Always back up your statements with references, and always be careful when discussing topics that may be inflammatory. AIA confidential and proprietary information. Not for distribution. General Guidelines AIA reserves the right to monitor all social media platforms with content relevant to AIA, its agents and partners, and may ask you to remove or make corrections to posts associated with AIA. Where appropriate, disciplinary action may be taken. If its personal, use your own e-mail not your AIA e-mail. Be very cautious of the web sites you use and the public distribution of your AIA e-mail address (even when used as a login) so as to avoid spam or targeted phishing attacks. These events could cause problems for AIAs network. AIA confidential and proprietary information. Not for distribution. General Guidelines Do not assume or fake the identity of someone else: Do not use the identity of a colleague , an agent, an employee of an AIA business partner or competitor as a user profile, username or page name. This also applies to setting up named accounts/pages containing anything relating to the AIA brand (i.e name squatting). You should not set up social media pages or profiles associated with any of the above without the companys permission. AIA reserves the right to ask you to remove such accounts or transfer ownership of these. AIA confidential and proprietary information. Not for distribution. General Guidelines Do not solicit for business opportunities on AIAs official social media platforms Do not post on competitors or partners social media platforms. This applies to competitors in the insurance industry, the financial industry in general, as well as sites associated with our partners or advisors. Should a journalist or analyst try to discuss AIA with you through social media, please follow the relevant Corporate Communications guidelines or direct them to your local Corporate Communications team. AIA confidential and proprietary information. Not for distribution. Ongoing knowledge and training: Complete any company approved training to update your knowledge on emerging social trends and evolving best practice in social media, when requested to do * When in doubt, do not post. Ask your Chief Agency Officer or his/her delegate first if you are not sure about responding to a comment or uploading a posting. General Guidelines AIA confidential and proprietary information. Not for distribution. Be conscious when mixing your business and personal lives. When you are online, your personal and business personas are likely to intersect. Remember that you should not disclose any non-public information of AIA (including confidential information), and be aware that taking public positions online that are opposed to AIAs interests might cause conflict. If you intend to use social media to grow your business, you must maintain a professional standard at all times and ensure your photos etc are of such a nature as not to compromise your professionalismor AIAs reputation or interests. Website Link : When you have an official authorized social media presence to promote your business activities, please include a link to the appropriate official local business corporate website. General Guidelines AIA confidential and proprietary information. Not for distribution. If you intend to use social media to grow your business, you must maintain a professional standard at all times and ensure your photos etc are of such a nature as not to compromise your professionalismor AIAs reputation or interests. Website Link : When you have an official authorized social media presence to promote your business activities, please include a link to the appropriate official local business corporate website. General Guidelines AIA confidential and proprietary information. Not for distribution. Third Parties/Competitors : Do not include references to other insurance/ financial services companies, their products or services, and do not include any product comparisons. You should not include links or provide references to other third parties (related or otherwise), or to their products or services. Contact details: You should provide your contact details including your name and email address. General Guidelines AIA confidential and proprietary information. Not for distribution. Breach of Policy Should you have any concerns about the breach of this Policy, please contact the Marketing and Agency Administration department. Any breaches of this policy could lead to disciplinary action including dismissal. AIA confidential and proprietary information. Not for distribution. AIA Group Business Quality Be the Best I Can be Premier Agency Sales Compliance AIA confidential and proprietary information. Not for distribution. I want to be the best agent. But, how? What are the benefits for me if I focus on quality of business? Business Quality 25 AIA confidential and proprietary information. Not for distribution. 92 91 97 82 95 95 93 74 78 86 52 77 83 68 0 20 40 60 80 100 Regional* ID KR MY SG TH VN Agent Promoters Agent Detractors % of existing policies kept until maturity Sustainability of existing policies 92% 74% 91% 78% 97% 86% 82% 52% 95% 77% 95% 83% 93% 68% Benefits of producing good quality business Source : Based on AIA CET 2011 (Customer Deep Dive Research) findings 26 AIA confidential and proprietary information. Not for distribution. 67 51 54 65 72 78 85 28 20 9 34 24 36 44 0 20 40 60 80 100 Regional* ID KR MY SG TH VN Agent Promoters Agent Detractors 67% 28% 51% 20% 54% 9% 65% 34% 72% 24% 36% 78% 85% 44% Benefits of producing good quality business % of existing customers who are likely to buy additional AIA products Cross/Up-Sell Potential Source : Based on AIA CET 2011 (Customer Deep Dive Research) findings 27 AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent Dothe Right Thing Act in the Right Way How to produce good quality business? 28 AIA confidential and proprietary information. Not for distribution. Be the Right Premier Agent How to produce good quality business? 29 AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent David has joined BBB company as an insurance agent for one week. He is licensed with Life insurance but does not have investment linked licence I will be the top agent in BBB. I need to be ahead of my peers. I want to be the first agent to submit business among my new agents group 30 AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent Hi Lisa, this is David. I just joined BBB company and I would like to introduce our service to you. Let me call my prospects now and book meetings. 31 AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent I am free this Wednesday, can we meet up? Hi David, it is great to hear that you joined BBB company. I am happy to meet you to know more about your company and service. 32 Let me check my schedule first. Hi Lisa, thats great. I am available this Wednesday too, lets meet up for lunch. AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent Thats correct. You do not need to worry about the return. BBB always produces good return on its products. This policy looks like it is producing good return. Hi Lisa, this Sales Illustration shows the amount and the return you will get from this policy for different ages. 33 Wednesday, David met Lisa Investment linked AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent Hi Lisa, as my investment linked licence has not been ready yet, would you mind I ask my supervisor to sign this application for you? Hi David, it looks great. I want to buy this investment linked product. Thats fine 34 AIA confidential and proprietary information. Not for distribution. Bethe Right Premier Agent 35 AIA confidential and proprietary information. Not for distribution. Be professional Knowledgeable Provide right advice Good service attitude Bethe Right Premier Agent 36 AIA confidential and proprietary information. Not for distribution. with applicable licence(s) Obtain the updated product information, understand the regulatory developments and up skill your communication and selling techniques by attending ongoing refresher trainings. How to be professional? Knowledgeable Bethe Right Premier Agent 37 AIA confidential and proprietary information. Not for distribution. Provide appropriate advice and solution to customers based on their needs and situations. To ensure the product features meet your customers needs. How to be professional? Provide right advice Bethe Right Premier Agent 38 AIA confidential and proprietary information. Not for distribution. Listen carefully to understand your customers needs and concerns Explain your advice clearly to ensure the customer fully understands Always keep in touch with your customers and understand if there is any change to their needs and situations How to be professional? Good service attitude Bethe Right Premier Agent 39 AIA confidential and proprietary information. Not for distribution. How to produce good quality business? Do the Right Thing 40 AIA confidential and proprietary information. Not for distribution. Amy is an insurance agent of BBB company. Hi Shirley, have you received the login ID and password in relation to your investment linked policy from our company? Dothe Right Thing 41 Hi Amy, thank you. Yes, I have received the login ID and password. Thats great. So, you can login to our BBB website to switch your funds in your policy if you need to. Actually, I am not good at internet. Can I pass my login ID and password to you and let you to help me to handle it ? If I need to switch my funds, then I will call you. AIA confidential and proprietary information. Not for distribution. Dothe Right Thing 42 No problem. I will keep your login ID and password. If you need to switch any funds, please give me a call and I will help you to handle it in the website Thank you. AIA confidential and proprietary information. Not for distribution. Dothe Right Thing 43 AIA confidential and proprietary information. Not for distribution. Keep Your Integrity Ethical business conduct Speak Up Be a role model Dothe Right Thing 44 AIA confidential and proprietary information. Not for distribution. Dothe Right Thing Never advise policy replacement Advise and sell products based on customers needs instead of your own benefit. Never give any misleading information to obtain business. Keep your integrity Ethical Business Conduct at all times 45 AIA confidential and proprietary information. Not for distribution. Be bold to escalate any malpractice or misconduct observed to management or compliance team Encourage others to produce business ethically Keep your integrity Speak up about issues and encourage others Dothe Right Thing 46 AIA confidential and proprietary information. Not for distribution. Build a good reputation by conducting business ethically Stay firm on right behavior even if you face challenges Keep your integrity Be a role model for the industry Dothe Right Thing 47 AIA confidential and proprietary information. Not for distribution. How to produce good quality business? Act in the Right Way 48 AIA confidential and proprietary information. Not for distribution. Paul is BBB companys agent. He is a good friend of Mr Aus family. A month ago, Mr Au bought BBB policy through Paul in Mr Aus own name with the beneficiary as Mr Aus father. Act in the Right Way One month later, when Paul was partying with friends, he received a call fromMrs Au. 49 AIA confidential and proprietary information. Not for distribution. Act in the Right Way Hi Paul, this is Mrs Au. Hi Mrs Au. How are you? I am good, thank you. Paul, I need to give all my insurance policy information and Mr Aus policy information to our bank for mortgage purpose. Can you tell me the updated policy information of Mr Aus policy now? No problem, give me a second, let me check it through my ipad immediately 50 I can tell you Mr Aus policy information now. AIA confidential and proprietary information. Not for distribution. Dothe Right Things 51 AIA confidential and proprietary information. Not for distribution. Be Trustworthy Keep your promise Interested in Customers needs Keep confidentiality Act in the Right Way 52 AIA confidential and proprietary information. Not for distribution. Only provide the factual and accurate information to your customers. Fulfill your promise within the agreed timeline. Communicate with the customer in advance if it is foreseen that the agreed timeline cannot be achieved. Be Trustworthy Keep your promise Act in the Right Way 53 AIA confidential and proprietary information. Not for distribution. Fully understand the needs and concerns of your customer before providing any advice or solutions Your advice and solutions provided should fully consider the needs of your customers Be Trustworthy Be interested in the needs of your customer Act in the Right Way 54 AIA confidential and proprietary information. Not for distribution. Your customers information should always be treated confidentially. Never pass or disclose customers information to any other 3 rd party without the agreement/approval from the customer. Documents with customer information (filled application form, medical report etc.) should not be kept unsecured, uncovered or left in public area (e.g. coffee shop). Be Trustworthy Client confidentiality and data security Act in the Right Way 55 AIA confidential and proprietary information. Not for distribution. As a right AIA premier agent, you should be familiar with and always comply with the AIA policies and guidelines. AIA Policies and Guidelines Market Conduct Guideline Agent Code of Conduct AIA Group Social Media Policy and Guidelines for Agency AIA Group Anti Fraud Policy and Guidelines AIA Group Anti-Money Laundering and Counter Terrorist Financing Programme Policy and Guidelines Economic Sanctions Compliance Policy and Guidelines AIA Group Anti-Corruption Policy and Guidelines AIA Group Data Privacy Policy and Guidelines 56 AIA confidential and proprietary information. Not for distribution. Dos and Donts Dos Donts Solicitation Presentation Application Policy Delivery After Sales Promptly deliver the policy Ensure customer provide accurate contact information Do not ask customer to sign any blank form Witness the signature by customers on application Explain the product features and assumptions in Sales Illustration clearly Do not produce your own marketing material Submit the collected premium and application form timely to AIA Do not sign as agent if you are not the selling agent Make sure you have the relevant license before selling Do not alter your customers information without their authorisation Manage and issue the premium receipt properly Do not receive 3 rd party payment and do not pay premium for your customers policies Never advise your customers to replace the existing policies Stay in touch with customers and respond to customers requests promptly 57 AIA confidential and proprietary information. Not for distribution. Good Business Quality 58