Allan Lam, Country President, ACE Life
ACE Life Has The Gold Touch
While maintaining high levels of customer satisfaction, ACE Life has also ensured that its employees feel the love from the company through many progressive policies. Allan Lam, Country President of ACE Life, discusses just what makes ACE Life special.
“In designing our products, we always keep our customers at the front of our minds,” said Allan Lam, Country President for ACE Life, a Chubb company, crediting this mindset in the development of their new Golden Touch product suite – including Golden Touch Saver Plan II and Golden Touch ULife Plan II – for much of their success at this year’s BENCHMARK Wealth Management Awards. Golden Touch includes products for life insurance and savings. Golden Touch also offers customers added flexibility in terms of payment options and schedules and further comes with additional options and riders to create a plan suitable to a customer’s individual needs. It’s for this reason that the jurors of the BENCHMARK Wealth Management Awards awarded ACE Life with Best-in-Class for both Universal Life Product and Retirement Product.
A lot of companies say that they put their people first, but at ACE Life, we go beyond that. We talk the talk and still walk the walk.
On how ACE Life developed the products, Lam said, “Our Golden Touch products were designed with an eye towards what the market was looking for. We used a lot of feedback from our frontline distribution when designing these products, and this year we really looked at not only current market conditions, but also where the Hong Kong market is headed in the coming years.”
“We put a lot of emphasis on the conversation between our agents and our customers. It was through these conversations that we gleaned the ideas underpinning our retirement product.”
The Golden Touch
This customer-centric thinking was employed when devising the key features of ACE Life’s Golden Touch life insurance product. Realizing that customers of life insurance purchase this product for a great many reasons, ACE Life ensured flexibility featured prominently in its design. “Taking Golden Touch Saver Plan II as an example, this product is quite flexible in terms of premium payment of 5 years, 10 years, or 20 years, and it also includes protection, savings, and wealth accumulation. It’s all here in one package. This allows the retirement product to be used for retirement, education saving, or even just for general savings, such as a down payment for a mortgage. I believe this a unique feature of this product, and I believe that today’s market favors flexible products such as this one, especially with the global economic situation of today,” said Lam.
For creating these innovative and dynamic products, ACE Life took home an Outstanding Achiever Award for Product Innovation. Providing an example of that dynamic process which, Lam said, “Our product design process constantly keeps the customers central in our thinking. One of the products we have is The One Accident Protector which is an accident insurance product which allows our customers to protect themselves up to 100-years-old. This plan also includes free accidental death and accidental dismemberment protection for the customer’s family for one year.”
“Further, in consultation with our customers, we later launched The ACE Accident Guard Plan which includes a triple indemnity on the accidental death benefit and accidental dismemberment benefit if an accident occurs on an airplane. This was added due to what we were hearing from our customers and perfectly represents our desire to respond to the market and what our customers really want. It is through this strategy that we feel we can be the best insurance provider in Hong Kong.”
Depending upon the level of our staff, there are myriad opportunities to really advance their skills within our organization.
Above and Beyond Coverage
In addition to covering accidental death up to the age of 100, The ACE Accident Guard Plan also provides accidental dismemberment and total and permanent disability up to the age of 75. Other than air transportation, double indemnity will be paid for accidents which occur when riding as a fare-paying passenger on any public conveyance, in an elevator, or in a burning public building. Further services provided by The ACE Accident Guard Plan include worldwide emergency assistance services, such as medical evacuation and repatriation.
This attention to detail and care for customers does not stop there, but applies across the ACE Life family. Discussing some of the employee initiatives at ACE Life, Lam said, “A lot of companies say that they put their people first, but at ACE Life, we go beyond that. We talk the talk and still walk the walk, especially with our fringe benefits for our employees. We make sure our employees maintain a healthy work/life balance by actively encouraging our people to logout of their computers and go home on the Work-Life Balance Day scheduled on a Friday each month. When it’s 6 o’clock, everyone should go home and spend time with their family.”
“We also put great emphasis on our training and development programs. We have local training programs for our Hong Kong office, regional training programs across APAC, and finally global training programs with staff from across the world at our global headquarters in the USA. Depending upon the level of our staff, there are myriad opportunities to really advance their skills within our organization.”
For these policies, ACE Life received an Outstanding Achiever Award for Employee Engagement, and in addition to helping employees maintain a healthy work/life balance, ACE Life is keen to encourage their employees to give back to their local communities To achieve this, Lam said that ACE Life runs a lot of charity events throughout the year, and also runs a regional day of service. “Last year we went to the countryside near Fanling and participated in some community initiatives with the farmers in the area.”
“Throughout the year we emphasize not only being a great employee of ACE Life, but we also like to encourage our people to be good members of their communities and society,” said Lam. BM