Zurich Indonesia revamps strategy with digital focus

Digitalisation enhances customer service and market agility for Zurich Indonesia.

Zurich Indonesia is embracing a new digital strategy aimed at enhancing customer experiences and streamlining services, as detailed by Sukma Darman, Head of Digital at Zurich Indonesia. 

Darman unveiled the strategy which pivots around four main pillars to reshape the insurance landscape within the region.

"Of course, we start with people first, right. So we have acquired onboard digital talent significantly at the country level, as well as regional levels," Darman explained. This focus on talent acquisition is crucial to driving the innovative edge Zurich aims to achieve. Alongside human resources, the company is enhancing its product offerings and tech platforms. 

"We launched our Zurich Edge platforms in April to provide a seamless experience for partners to integrate," Darman added, emphasising the importance of technology in improving interaction with partners and speeding products to market.

The strategy has already yielded tangible benefits for Zurich Indonesia, particularly in terms of market responsiveness and scalability. "We have significantly improved our speed to the market from the addition of products up to good life significantly," Darman noted. 

He also highlighted the scalable nature of their solutions: "Whatever we develop in other countries, the Zurich Edge is easily replicable to other countries, providing us with a significant amount of skills."

When questioned about how technology solves current business challenges, Darman was optimistic about the role of advanced systems like AIS in revolutionising customer service and operational efficiency. 

"Thanks to the new technology for the advancement of technology such as like AIS, we cannot have a serve our customer in ways we couldn't do 10 or 20 years backs," he stated.