Humanising Insurance through Innovation and Agility
Etiqa Insurance Pte Ltd
Humanising Insurance through Innovation and Agility
Etiqa Insurance Pte Ltd
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Protecting Singaporeans since 1961, Etiqa added a comprehensive suite of life insurance solutions to their portfolio in 2014 to better serve their customers. The Business Transformation team was formed in 2017 with a focus to improve operational efficiency, innovation and experience.
Etiqa adopts the Agile framework, new technologies and processes to continually innovate and improve their internal and external customer experience. One example is the implementation of straight-through processes (STP) across various touchpoints, such as online purchases and claims processing.
The management at Etiqa aims to humanise insurance. They believe that the greatest assets are its own employees, and a happy workplace culture helps to provide a better experience for customers. Etiqa helps their employees shift their focus from task-oriented to value-added roles with automation. The company has successfully automated 80% of overall transactional processes across their operations. The improvement in work efficiency allowed their employees to focus on developing new skillsets.
Etiqa’s steadfast commitment in digitalization and the Agile approach accelerates processes such as product launch timelines. In addition, the management has observed improved year-on-year Net Promoter Scores (NPS) which is a direct reflection of improved customer experience. The company’s significant increase in annual revenue and customer base is also tied closely to the development of innovative solutions and the enhancement of customer experience.
Highlights
A licensed life and general insurance company registered in the Republic of Singapore, Etiqa is owned by Maybank Ageas Holdings Berhad, a joint venture company combining local market knowledge with international insurance expertise. The company strives to help its customers protect their assets, maintain their lifestyle, and build a better future. Its people are a big part of this vision and the company has developed a unique culture to deliver this aspiration. Etiqa strives to make a difference in the lives of its customers, giving new life to the industry.
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Back to Hall of Fame
Protecting Singaporeans since 1961, Etiqa added a comprehensive suite of life insurance solutions to their portfolio in 2014 to better serve their customers. The Business Transformation team was formed in 2017 with a focus to improve operational efficiency, innovation and experience.
Etiqa adopts the Agile framework, new technologies and processes to continually innovate and improve their internal and external customer experience. One example is the implementation of straight-through processes (STP) across various touchpoints, such as online purchases and claims processing.
The management at Etiqa aims to humanise insurance. They believe that the greatest assets are its own employees, and a happy workplace culture helps to provide a better experience for customers. Etiqa helps their employees shift their focus from task-oriented to value-added roles with automation. The company has successfully automated 80% of overall transactional processes across their operations. The improvement in work efficiency allowed their employees to focus on developing new skillsets.
Etiqa’s steadfast commitment in digitalization and the Agile approach accelerates processes such as product launch timelines. In addition, the management has observed improved year-on-year Net Promoter Scores (NPS) which is a direct reflection of improved customer experience. The company’s significant increase in annual revenue and customer base is also tied closely to the development of innovative solutions and the enhancement of customer experience.
Highlights
A licensed life and general insurance company registered in the Republic of Singapore, Etiqa is owned by Maybank Ageas Holdings Berhad, a joint venture company combining local market knowledge with international insurance expertise. The company strives to help its customers protect their assets, maintain their lifestyle, and build a better future. Its people are a big part of this vision and the company has developed a unique culture to deliver this aspiration. Etiqa strives to make a difference in the lives of its customers, giving new life to the industry.