Zurich Malaysia
Awards:
2022
Company details
Address
Level 23A, Mercu 3,
No.3, Jalan Bangsar,
KL Eco City,
59200 Kuala Lumpur.
Level 23A, Mercu 3, No.3, Jalan Bangsar, KL Eco City, 59200 Kuala Lumpur.
Industry
Info
Vision
Create a brighter future together
Website
Zurich cares for what matters, in line with our purpose to create a brighter future together. As a global insurer with all four insurance and takaful licenses by Bank Negara, we offer a holistic range of products and services, from life to general, conventional or takaful. This enables us to meet the diverse needs of Malaysians.
Customers are central to all that we do. We seek to deliver the best customer experiences filled with integrity, ethics, and transparency, so Malaysians may embrace living with peace of mind.
Through each touchpoint of our customer’s journey, we aim to build meaningful relationships with them so that we may become a trusted partner.
This rang true even at the height of and throughout the COVID-19 pandemic. While it changed the way people live, learn, work and play, we remained optimistic in coming alongside Malaysians at their time of need.
Embracing Digital
To effectively deliver on our promise, we consistently find ways to simplify our processes. Greater emphasis was placed on digitisation as we adapted to the new status quo and maintaining a sense of normalcy.
Our integrated customer portal, MyZurichLife, is an example of this. Customers across all four businesses can view and download their Zurich policies and certificates on a single dashboard without the need for multiple login credentials. Through this integrated portal, customers can make various self-service transactions such as payments, change payment modes, update bank account details, change investment funds, and submit claims among others.
Further bringing convenient touchpoints to everyday life, we leveraged on common channels such as WhatsApp to enhance customer experience. Customers could submit Motor Own Damage claims up to RM3,000 with approval within an hour, PA claim of up to RM1,000 with approvals within one hour, and Property Flood Claim with the convenience of uploading the necessary documents for claim handlers to assess the claim.
Our effort to enhance customers’ experiences includes caring for their safety and wellbeing as well. This concern was heightened during the pandemic. To ensure a productive engagement for our customers, we implemented virtual appointment. This method allowed us to reach our customers based on their preferred mode of contact.
Care for People
Understanding customers at different stages in life have varying needs, we launched various propositions to address their protection requirements at their level.
This was done through own initiatives and strategic partnerships. An example is our collaboration to empower persons with disabilities (PwDs) through job opportunities and personal protection which they would otherwise find hurdles obtaining. Another collaboration provides personal protection across various segments, including gig workers.
With digital mediums becoming commonplace, we were the first in the market to introduce a retail cyber protection plan for customers via our banca partner Alliance Bank. The Z-Alliance Cyber Protect safeguards consumers from financial losses arising from online identity theft, extortion and fraud.
As borders reopened and people were free to travel the world once more, we updated our Z-Travel product to include COVID-19 protection, unlimited overseas medical expenses, as well as protection for amateur sports including scuba diving, winter sports and bungee jumping for the thrill seekers.
Turning our attention to daily commutes, we focused on road safety. Leading up to the monsoon months, we employed a multi-channel approach to remind Malaysians about the importance of special perils coverage, as well as provided tips to follow to better prepare selves in case of emergencies on the road.
New life and family plans with guaranteed acceptance feature were also introduced by us to allay concerns about having to go through a medical check-up or health questionnaire before being able to provide for loved ones in uncertain times. This enables greater protection accessibility, including for PwDs.
Care for Planet
Zurich has an ambition to be one of the most responsible and impactful businesses in the world. This means we invest in initiatives that tackle present and future environmental, social and economic challenges.
We were the first insurer in Malaysia to launch a climate neutral investment, Zurich Global Green Fund, as an option in our investment-linked fund portfolio that has both protection and investment components. The fund is aligned with the Zurich philosophy on sustainable investments and focuses on low carbon companies and leaders in clean technology to achieve a 1.5°C future.
Our approach extends beyond just business. We embarked a multi-year commitment to conserve and restore endangered dipterocarps in Merisuli, Sabah, called Zurich Cares. Dipterocarps are the backbone of the Malaysian tropical rainforest ecosystem, supporting a myriad of life forms, including local communities that rely on them. This initiative is part of our 1.5°C Pledge to limit the average global temperature while also striving to become one of the most impactful businesses in the world.
Everything we do centres on our purpose and revolves around customers. When all is said and done, we strive to take care of what matters, to build a brighter future together where all thrive.
Customers are central to all that we do. We seek to deliver the best customer experiences filled with integrity, ethics, and transparency, so Malaysians may embrace living with peace of mind.
Through each touchpoint of our customer’s journey, we aim to build meaningful relationships with them so that we may become a trusted partner.
This rang true even at the height of and throughout the COVID-19 pandemic. While it changed the way people live, learn, work and play, we remained optimistic in coming alongside Malaysians at their time of need.
Embracing Digital
To effectively deliver on our promise, we consistently find ways to simplify our processes. Greater emphasis was placed on digitisation as we adapted to the new status quo and maintaining a sense of normalcy.
Our integrated customer portal, MyZurichLife, is an example of this. Customers across all four businesses can view and download their Zurich policies and certificates on a single dashboard without the need for multiple login credentials. Through this integrated portal, customers can make various self-service transactions such as payments, change payment modes, update bank account details, change investment funds, and submit claims among others.
Further bringing convenient touchpoints to everyday life, we leveraged on common channels such as WhatsApp to enhance customer experience. Customers could submit Motor Own Damage claims up to RM3,000 with approval within an hour, PA claim of up to RM1,000 with approvals within one hour, and Property Flood Claim with the convenience of uploading the necessary documents for claim handlers to assess the claim.
Our effort to enhance customers’ experiences includes caring for their safety and wellbeing as well. This concern was heightened during the pandemic. To ensure a productive engagement for our customers, we implemented virtual appointment. This method allowed us to reach our customers based on their preferred mode of contact.
Care for People
Understanding customers at different stages in life have varying needs, we launched various propositions to address their protection requirements at their level.
This was done through own initiatives and strategic partnerships. An example is our collaboration to empower persons with disabilities (PwDs) through job opportunities and personal protection which they would otherwise find hurdles obtaining. Another collaboration provides personal protection across various segments, including gig workers.
With digital mediums becoming commonplace, we were the first in the market to introduce a retail cyber protection plan for customers via our banca partner Alliance Bank. The Z-Alliance Cyber Protect safeguards consumers from financial losses arising from online identity theft, extortion and fraud.
As borders reopened and people were free to travel the world once more, we updated our Z-Travel product to include COVID-19 protection, unlimited overseas medical expenses, as well as protection for amateur sports including scuba diving, winter sports and bungee jumping for the thrill seekers.
Turning our attention to daily commutes, we focused on road safety. Leading up to the monsoon months, we employed a multi-channel approach to remind Malaysians about the importance of special perils coverage, as well as provided tips to follow to better prepare selves in case of emergencies on the road.
New life and family plans with guaranteed acceptance feature were also introduced by us to allay concerns about having to go through a medical check-up or health questionnaire before being able to provide for loved ones in uncertain times. This enables greater protection accessibility, including for PwDs.
Care for Planet
Zurich has an ambition to be one of the most responsible and impactful businesses in the world. This means we invest in initiatives that tackle present and future environmental, social and economic challenges.
We were the first insurer in Malaysia to launch a climate neutral investment, Zurich Global Green Fund, as an option in our investment-linked fund portfolio that has both protection and investment components. The fund is aligned with the Zurich philosophy on sustainable investments and focuses on low carbon companies and leaders in clean technology to achieve a 1.5°C future.
Our approach extends beyond just business. We embarked a multi-year commitment to conserve and restore endangered dipterocarps in Merisuli, Sabah, called Zurich Cares. Dipterocarps are the backbone of the Malaysian tropical rainforest ecosystem, supporting a myriad of life forms, including local communities that rely on them. This initiative is part of our 1.5°C Pledge to limit the average global temperature while also striving to become one of the most impactful businesses in the world.
Everything we do centres on our purpose and revolves around customers. When all is said and done, we strive to take care of what matters, to build a brighter future together where all thrive.