FWD Cambodia's Sochanna Thai says the digital-led insurer's customers have been the cornerstone of its successes and growth. Hong Menea
With its customer-led approach, the Kingdom's digitally-enabled life insurer is perfectly positioned for the expanding insurance sector, with FWD Group celebrating 10 years of changing the way people feel about insurance across Asia.
FWD Cambodia had an impactful 2022,setting strong foundations and building trust, with the life insurance company set to increase confidence even further in the year ahead.
It looks towards another impactful 2023,which represents a major milestone. The fast-growing pan-Asian life insurer, FWD Group, is celebrating its 10-year anniversary, as it continues delivering on its vision of changing the way people feel about insurance.
FWD Cambodia Chief Financial Officer and Acting General Manager Sochanna Thai said that its customers have been the cornerstone of the company's successes and growth.
"At FWD, trust is at the heart of everything we do, so we want to say a big thank you to all our customers for playing such a key role in our journey so far and allowing us to protect them and their families.
"It has not just been a journey for us, our customers and team, but for the industry here in Cambodia as a whole. We would also like to thank the Insurance Regulator of Cambodia for their strong support since the beginning," Sochanna said.
With FWD's 'E-Gen Kid programme, customers' children join digital and edutainment programmes, and learn to write code. PHOTO SUPPLIED
While FWD Cambodia is,at almost two years old, a new player in the Kingdom, it has already contributed to the insurance sector in important areas, particularly in its use of innovative digital technology.
With its 100 per cent cloud-based operating system and fully digital customer experience, it has already made an impact on the lives of its customers, its staff and the Cambodian people, as well as the industry in the Kingdom as a whole.
Sochanna also said that at FWD the customer experience perfectly reflects its commitment to changing the way people feel about insurance.
"Our accomplishments have been driven by our customer-led approach. We place our focus on the customer, listening to them and delivering on what we promise.
"We listen to the customer's voice and to their feedback both before and after the product development process.
"To us, the customer is all important, so whenever we do something – all along the process and across our products – we listen to the feedback from customers and their point of view.
"We always aim to make the process as easy as possible, especially for our products, all of which are affordable and accessible. We are making insurance easy to know, buy, claim, engage and love," Sochanna said.
Sochanna Thai says that as FWD Cambodia's brand promise is to celebrate living, its 'activities are centred on living life happily'. Hong Menea
And this focus on the customer even extends to their children, with coding, reading, painting and storytelling classes held on Saturdays, all combined into the company’s“E-Gen Kid”programme.
"With E-Gen Kid, we invite our customers' children to join our digital and edutainment programmes, and learn to write code. We have had around 100 kids join, and we are already on our third batch.
"This is one such programme that we run to provide our customers a better experience, and the good feed back we get says our customers really like it.
FWD, in every market, is committed to growing together with the community. The company has created a programme called "Community Care” across Asia, including in Cambodia.
"FWD Cambodia's Community Care programme started from the very beginning of our operations focusing on four areas–financial literacy, digital education, health and wellbeing, and the environment.
"We have donated more than 1,000 solar lampposts to Cambodian Children’s Fund and to communities in areas such as Kampot, Takeo, Thbong Khmom, Mondulkiri and Kampong Speu, among others," Sochanna said.
A volunteer FWD Cambodia team visits a school in Phnom Penh as part of its Community Care programme. PHOTO SUPPLIED
"We are always open to further strategic partnerships as we believe that trusted collaborations with the right partners can help us achieve more.
"For us we are always looking to work with strategic partners, whether international or local, as long as we share a common purpose.
"We are proud to work with our partners,such as our two bank partners, Chip Mong Commercial Bank and First Finance MFI, as well as RMA Cambodia and the Techo Startup Center, health institutions, schools, and many more," she said.
Awarded "Most Innovative New Digital Insurer in Cambodia 2021" by the UK-based Global Business Outlook,FWD Cambodia's use of digital technology also reflects its commitment to protecting the environment.
"We aim to contribute to a sustainable environment by using digital technology, so we are a paperless company. With us, everything from front-end to back-end is done via our digital platform.
"We have the Omne mobile app that carries all relevant information, including insurance contracts.So changing the beneficiary or making a claim, for example, can be done with ease," Sochanna said.
According to the industry veteran – with 15 years' experience in the financial services industry –Omne reflects FWD's holistic approach, one which aims to benefit customers' lives in a variety of ways.
"Omne by FWD” allows you to choose from an amazing range of content– music, games, podcasts, entertainment and much more –tailored to your specific needs. With Omne, you get activities and content for life, all in one place.
"As our vision is changing the way people feel about insurance and our brand promise is to celebrate living,our activities are centred on living life happily.
"And so we encourage people to see insurance not as a luxury, but as a necessity. A policy with FWD brings peace of mind,giving customers more freedom to be able to celebrate living," Sochanna said.
