Liberty General Insurance awarded at Insurance Asia Awards 2024 for enhancing customer experience through innovative technology

It has developed a comprehensive ecosystem to elevate the customer experience through efficient solutions.

Liberty General Insurance (Liberty) has been recognised at the Insurance Asia Awards 2024 where it won the Digital Transformation Initiative of the Year - Malaysia category. This accolade underscores Liberty's role in redefining traditional boundaries through innovative solutions that profoundly impact both customers and the industry.

"This award is a testament to our continuous efforts to integrate cutting-edge technology to deliver exceptional service and solutions. With over 110 years of local and international expertise in the industry, we remain steadfast in our commitment to supporting our customers and people, so they feel secure to embrace the challenges of today, whilst confidently pursuing tomorrow," says Puneet Pasricha (Pasha), Chief Executive Officer of Liberty General Insurance Berhad.

The insurance landscape in Malaysia has undergone significant transformation due to technological advancements, especially the increased demand for online transactions accentuated by the pandemic's impact.

As it continues to evolve to meet and exceed customers' expectations, Liberty has developed a comprehensive ecosystem designed to enhance and optimise customer experience through effective solutions. This is also part of Liberty’s commitment to adopting technological innovations to ensure seamless interactions and access to efficient solutions.

A key element of this ecosystem is the introduction of the One Up Suite platform, specifically designed to enhance the capabilities of Liberty’s agents. This platform enables the mobile issuance of Motor, Travel, and Personal Accident insurance, facilitating superior service through efficient renewal tracking and enhanced follow-up measures. It also features a comprehensive sales dashboard for real-time monitoring of sales performance and post-sales support.

Additionally, Liberty has also enhanced its claims process via the Vehicle Accident Management (VAM) project which exemplifies the company's commitment to swift and efficient service delivery, from the initial assessment through to the approval of repairs. This initiative is part of the company’s broader strategy to streamline operations and improve the customer journey in claims handling. 

Liberty’s VAM leverages integrated claims systems and AI technology and with this, Liberty has improved claims approval turnaround times from three days to just 30 minutes and elevated its Claims Net Promoter Score through this innovation. This initiative also achieved significant cost savings of RM1.8 million.

Insurance Asia Awards 2024 is a prestigious event that celebrates insurance companies that have pushed the limits of innovation, significantly affecting customers and the sector. Liberty's recent accolade at the Insurance Asia Awards 2024 reaffirms its pivotal role in the industry and its ongoing dedication to digital transformation.

The Insurance Asia Awards is presented by Insurance Asia Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's significant impact on its customers with exceptional products, services, and solutions in the insurance industry, please contact Julie Anne Nuñez at [email protected].