Working Towards A Harmonious Community

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Working Towards A Harmonious Community

Winning eight awards last year, Zurich Insurance (Hong Kong) (Zurich) has ensured its place as a leader in the Hong Kong and global insurance market through its community and environmental initiatives and its forward thinking in both employee support and development and future market opportunities.

Zurich-Pic-1Paula Choi, CEO Zurich Life Insurance (Hong Kong) and Chief Market Management Officer, Zurich Life Insurance (APAC)
Eric Hui, Chief Executive Officer, Zurich Insurance Company Limited (Hong Kong)

Zurich

“The DNA of Zurich involves protecting our customers and also helping them understand the risk and the need to safeguard themselves as well as their families. So from a brand perspective, we always say that we help our customers protect what they truly love,” said Paula Choi, Chief Executive Officer Hong Kong and Chief Market Management Officer Asia-Pacific of Zurich’s Global Life business.

“For Zurich, customers are one of our key stakeholders,” added Eric Hui, Chief Executive Officer for Zurich’s General Insurance business in Hong Kong. “Wherever there is a customer need, Zurich is there.”

This dedication to stakeholders was recognized when Zurich won a suite of awards at the BENCHMARK Wealth Management Awards including Outstanding Achiever Awards in Training and Development, Employee Engagement, Investment-Linked Assurance Scheme, Online Usability, Product Innovation, and Female Products.

Digital Outreach

Zurich was most proud to win the Best-in- Class Award for Digital Channels Strategy for their innovative ways connecting with and responding to customers whenever they may have query or concern. “We have established a ‘Zurich community’ in Hong Kong and other parts of the world which are open channels with our customers, and through those channels, our customers can give us feedback on what they like and don’t like as well as how Zurich can help them better,” according to Choi.

“Our customers have been clear in that they would like to have the capability to make transactions, enquiries, and in general fulfill their needs through an online platform. We recognize that customers now want to get things done any time and any place, and Zurich is very happy to assist our customers in this way.”

Hui supplemented, “Our company constantly stresses innovation as a key policy, so in conjunction with our initiatives to improve customer service, Zurich has been able to stay ahead of current trends in the market and achieve great things.”

Deep Roots

While Zurich has strived to stay ahead of its competition through innovative customer service and progressive employee policies, Choi also stressed Zurich’s long connection with Hong Kong which she described as an integral part of their ability to respond to and anticipate shifts in the local market. “Hong Kong has developed quite a lot in the past 50 years, as has Zurich. Throughout all those years, Zurich has remained unchanged in that our financials have stayed strong, and we are very dedicated to our customers and our distributers in the region and this city.”

“As Zurich has grown, our customers have too, and their needs are very different now than when Zurich first began operations in Hong Kong. The two most important emerging trends in Hong Kong today, the continued growth of the economy as well as the aging population, have led to a great increase in the demand for retirement products, and Zurich is very interested in working with the Hong Kong Government to solve this coming problem.”

Zurich is very keen to promote diversity and inclusion. We do this by accepting and supporting customers and employees of different genders, sexual preferences, nationalities, backgrounds, and races.

In recognition of Zurich’s efforts to help protect our planet as well its service to the local Hong Kong community and wider global society, the judges of the BENCHMARK Wealth Management Awards awarded Zurich Outstanding Achiever for Corporate Citizen of the Year, an award they also won last year.

Hui detailed some of the progressive policies and initiatives Zurich has. “At Zurich we recognize four key stakeholders, and one of those is community. We are investing heavily in our community and in our environment. We are also investing in green bonds, donating to the Red Cross, and supporting flood resistance programs in Indonesia. These are all just a few of the initiatives that Zurich has started to better serve our stakeholders.”

“We also try to do our part for Hong Kong, a city that is lucky to be free from natural disasters, so our main focus here is on community service and environmental protection. One of the ways we achieve this is through making our offices greener, following the example of our head office in Zurich which is now certified as carbon neutral. We also encourage our colleagues to volunteer through our volunteer groups who work on programs for the elderly, young children, and in local food banks.”

“Zurich is also very keen to promote diversity and inclusion. We do this by accepting and supporting customers and employees of different genders, sexual preferences, nationalities, backgrounds, and races. In our Hong Kong office, as in the head office in Zurich, we extend employees benefits, including medical, to family members who may be traditional spouses or live-in partners and of the opposite or same-sex. We believe that this makes our workplace better and more accepting for all of our employees as well as making our community and society more harmonious.”

Future Growth Opportunities

Looking towards the future, both Choi and Hui saw many areas of growth and opportunity, especially for a company with deep roots in the city like Zurich. “The younger generation is another market Zurich is very excited about. At the same time, the insurance business has moved away from ‘pushing’ customers to ’pulling’ them or drawing them in. We see this especially among the younger generation who want to access more and more company and product information so that they may make their own informed decisions. Further, they want to approach distributors with questions like ‘What can Zurich offer me as opposed to other companies?’ After that, they will go and do more research and make more comparisons, only choosing a company when they are truly happy,” said Choi.

“This means that the role of the insurance agent, and the company, has changed significantly, and we must adapt to these changes. Technology is a great way to meet these changes and satisfy the questions and concerns of potential and current customers alike, and Zurich has made sure to invest a great deal of resources in supporting innovation within the company.” Choi added.

She expressed that “We no longer simply compare products with our competitors. We now ensure that our whole suite of products, including service mentality and service platform, are attractive to our customers and remain cutting edge.”

Hui similarly felt the availability of information would be the deciding factor for which companies were successful in the future as the local market developed. “As Paula mentioned, the younger generation is now becoming more active in the insurance market and are hungry for more information and products that meet their needs, especially with regards to retirement. To supply these new consumers with the information they require, we see improved digital channels as the best strategy to meet these needs. This can also make our insurance process simpler and easier for our customers which Zurich is always keen to do.”

“Cyber risk is another area of growth that Zurich is focusing on as this segment is no longer simply a corporate concern but also a SME (small or medium enterprise) or even personal concern. We are excited for some of the new products we have in the pipeline for SME use and personal use too.”

Hui supplemented. “Zurich also sees the medical business in Hong Kong as full of opportunities as medical costs continue to rise, and consumers become more uneasy about the affordability of their medical care.” BM

共建和諧社會

蘇黎世保險(香港)(「蘇黎世」)去年因著其在社會和環境方面的努力,以及在僱員支持與發展和未來市場機遇方面的高瞻遠矚,而勇奪八項大獎,盡顯蘇黎世在香港和全球保險市場的領先地位。

蘇黎世香港一般保險業務行政總裁 許金桂

蘇黎世香港一般保險業務行政總裁 許金桂

蘇黎世人壽業務香港行政總裁暨亞太區首席市場總監蔡惠儀表示:「蘇黎世的核心價值是要保障客戶,同時幫助他們了解風險和為何要保護自己和家人。我們的品牌宗旨一直是協助客戶保障摯愛。」

「對蘇黎世來說,客戶是我們的主要持份者之一。」蘇黎世香港一般保險業務行政總裁許金桂表示:「客戶需求在那裡,蘇黎世就在那裡。」

蘇黎世對持份者利益的專注,獲得《指標》「財富管理大獎」的全面肯定,並在培訓與發展、員工參與度、投資相連壽險計劃、網上功能、產品創新,以及女性產品等領域而獲頒「傑出表現獎」。

數碼覆蓋

其中最令蘇黎世感到自豪的是獲得了「數碼推廣策略」之「同級最佳獎」,以表彰其在聯繫和回應客戶諮詢途徑上不斷創新。蔡惠儀指:「我們已經在香港及世界其他地區建立起規模龐大的『蘇黎世諮詢委員會』(Zurichcommunity),作為和客戶溝通的渠道。客戶可以通過這些渠道,自由表達意見以及就希望蘇黎世如何改進服務方面提供意見。」

「我們的網上平台能滿足客戶的各種需要如進行交易及諮詢。我們了解現今的客戶希望隨時隨地獲取服務,蘇黎世亦非常樂意配合客戶。」

許金桂補充:「公司一直以創新為核心政策之一,同時不斷提高客戶服務水平,令蘇黎世能夠成為業內先驅,在巿場有所作為。」

許金桂稱:「蘇黎世的創新方法之一乃是要讓每一位客戶享受簡單而不繁複的保險程序,把保險簡單化,這一直是業界普遍期望。」他還強調以創新的平台與客戶保持聯繫的重要性。蘇黎世重視和每一位客戶有緊密的溝通,以滿足目前的需要,以及準備未來的需求。

根深葉茂

蘇黎世致力於通過創新的客戶服務和完善的僱員政策領先市場。蔡惠儀強調,蘇黎世在香港的長期耕耘,努力回應和引領本港市場變革。她說:「蘇黎世跟隨香港的發展步伐,在過去五十年裏全速發展。在這些年來,我們穩健的財政基礎,以及我們專注對本港客戶和中介人的責任感始終不變。」

「而我們的客戶也與公司一起成長,他們的需求已經和蘇黎世最初加入香港市場時大為不同。香港市場如今最重要的兩大趨勢,是持續增長的經濟和人口老化的問題,使退休產品需求增長加速,而蘇黎世十分樂意和香港政府一同解決這個迫切的社會問題。」

為表彰蘇黎世在保護地球和在本港和環球社會服務的貢獻,財富管理大獎評審繼去年後再一次授予蘇黎世年度企業公民「傑出表現獎」。

許金桂亦詳細介紹了蘇黎世的一些進取政策和活動:「社會是蘇黎世的四大主要持份者之一。我們在社會和環境方面投入了大量人力物力,包括拓展綠色債券投資、向紅十字會捐款和向印尼洪災提供支援等。而這些還僅只是蘇黎世為服務持份者的部份活動。」

「我們也盡力為香港社會作出貢獻。香港十分幸運,很少發生天災,因此我們會把重點放在社會服務和環境保護上。我們在這方面的其中一項努力就是讓辦公室變得更加環保,已獲碳平衡認證的蘇黎世總部便是最好的榜樣。我們也鼓勵員工參與義工活動如照顧長者、兒童和本地食物銀行項目。」

「蘇黎世也強調多元與共容。我們接受並支持不同性別、性取向、國籍、背景和種族的客戶和員工。跟蘇黎世總部一樣,香港分公司員工的家庭成員,無論是傳統意義上的夫妻還是同居關係的同性或異性配偶,都可享有醫療保險福利。我們相信這可讓我們的工作環境變得更加美好。員工感到受包容的同時,也讓社區和社會更加和諧。」

蘇黎世人壽業務香港行政總裁暨亞太區首席市場 總監 蔡惠儀

蘇黎世人壽業務香港行政總裁暨亞太區首席市場 總監 蔡惠儀

向前邁步

展望未來,蔡惠儀和許金桂都看到很多領域的增長和機遇,特別對如蘇黎世般在本港根深厚的企業而言。蔡惠儀表示:「年輕世代是另一個讓蘇黎世感到振奮的市場。同時,保險業務的方式也從推銷給客戶發展到吸引客戶參與,特別是對於年輕一代,他們大都希望獲取更最多公司和產品訊息以作出正確判斷。他們更希望可進一步諮詢中介人,了解如『蘇黎世能提供哪些有別於其他公司的服務?』等問題,以便在作出更多研究和比較後,能選擇一間令自己滿意的公司。」

蔡惠儀補充:「由此可見保險公司的中介角色已經發生了巨大的變化,而我們必須適應這些變化。科技是適應這些變化和解決潛在和現有客戶問題和憂慮的關鍵,因此蘇黎世亦已投放了大量資源,支持內部創新。」

蔡惠儀亦指:「我們現在不再簡單的和競爭對手較量產品,而是會確保整個產品配套,包括服務精神和服務平台,都能吸引客戶且能保持競爭優勢。」

蘇黎世也強調多元與共容。我們接受並支持不同性別、性取向、國籍、背景和種族的客戶和員工。

許金桂同樣感到隨著本地市場的發展,資訊便捷將是公司未來成功的決定性因素。他說:「就如蔡惠儀所提到,在如今的保險市場,年輕一代變得越來越活躍,且迫切需求任何能滿足其需求,特別是退休相關之資訊及產品。為了提供這些新客戶所需的訊息,我們認為建立先進的數碼渠道是滿足這些需求的最佳策略。與此同時,數碼渠道可簡化保險流程,讓客戶更易掌握。這也是蘇黎世一直所追求的。」

許金桂補充:「網絡風險是蘇黎世所關注的另一個增長領域,因為這已不再單單是公司層面的問題,而已是中小企業甚至個人所關注的問題。我們亦為即將推出中小企業和個人新產品而感振奮。」「同時,由於醫療費用越來越昂貴,消費者面對龐大的醫療開始感到難以負擔,蘇黎世也看到香港醫療保險業務的增長機遇。」BM