The COVID-19 pandemic seems to be easing and people are trying to adapt to the new normal in the post-pandemic times. Digital transformation brings significant competitive advantages to allow the insurance industry to better meet the needs of customers. The advancement of new digital technology and artificial intelligence brings innovative products like e-claims and digital insurance that save operation time and costs; and provides confidence and convenience to customers.
With business digitalisation, people are learning to manage new career challenges and changes. Resilience is a powerful and useful tool to help stay positive and overcome the uncertainties of recent times.
Embracing digital transformation in the insurance industry
The COVID-19 pandemic accelerated digital transformation and highlighted the importance of digital technologies in changing industries and driving the recruitment market upwards. As a leading general insurer, QBE General Insurance (Hong Kong) Limited (QBE Hong Kong) is selected as “Insurance Business Asia Top Insurance Workplaces 2022” and “Winner of Insurance Asia Awards 2022 – Digital Insurance Initiative of the Year Award and Insurtech Initiative of the Year, Hong Kong”, for introducing innovation and various digital initiatives to enhance the development of digital insurance during the past years. Mr. Kelvin Woo, Head of Corporate Underwriting, QBE Hong Kong, shared the current situation with digital transformation: “The COVID-19 pandemic has changed customers’ shopping behaviours and information consumption habits. Businesses involved in logistics, e-trade and e-commerce are growing rapidly, resulting in a high demand for specific hiring.”
Digitalisation has a great impact on the insurance industry, with people becoming more aware of personal coverage and risk management during uncertain times. “QBE Hong Kong realized the importance of digital insurance 5 or 6 years ago. Thousands of travel claims emerged when Super Typhoon Mangkhut hit Hong Kong severely and it was the starting point for the development of digital platforms. During the COVID-19 pandemic, QBE Hong Kong used a mature technology platform to examine customers’ insurance plans. Being a responsible company, QBE Hong Kong shared the concept and development of digitalisation with corporate businesses and partners,”Mr. Gordon Wong, Head, Agency & Local Brokers shared.
Since insurance work is people-oriented, it is a “win-win” situation for both insurance agents and customers benefit from the simple and convenient procedure under digital insurance, Kelvin shared.
Every digital insurance solution is a customer-oriented solution
QBE Hong Kong uses digital technology on different insurance platforms such as various e-claims platforms, digital service plans for brokers, and digital reviews and assessments. “Digitalization helps to enhance the value of integrating environmental, social and governance (ESG) into our business. Digital technology benefits both corporate businesses and customers. For individual customers, QBE Hong Kong specifically develops an e-claims motor platform which includes a garage panel for clients to repair their motor cars without any prepayments. We try to fully utilize the convenience of technology to meet customers’ needs,” Gordon continued.
As a team head of QBE Hong Kong, Gordon witnessed the new development of insurance. He stated that the company had realized the importance of digital insurance before the pandemic arrived, therefore building up a mature and reliable insurance platform under new innovation has been the continuous mission for QBE Hong Kong.
Digital Technology enhances WFH capabilities and productivity
Work-From-Home (WFH) is a normal practice now, technology and innovation is the key to a successful WFH policy. “About 2 or 3 years before the COVID-19 pandemic, we had already implemented QBE Flex, which allows all team members to apply 2 hybrid working days per week. Therefore, our team members are familiar with flexible working before that. During the onset of the COVID-19 pandemic, our IT solution teams ensured all data access and hardware support are the same as that in the physical office so that our employees can work effectively from home. Most team members increased their productivity during WFH and achieved good work-life balance due to having more flexible schedules,“ Gordon shared.
Importance of building up career resilience
The COVID-19 pandemic posed uncertainty and challenges to careers, and resilience is essential to navigate these career changes and purse career development opportunities. “From my point of view, developing your own resilience is extremely important in both work and personal life. Being optimistic and thinking positive is important, but the most useful way is to have a learning mindset, and commit to lifelong learning. QBE Hong Kong provides many continuous online learning programmes for our employees. We are always developing our skill sets and opening our minds to new challenges,” Kelvin shared as part of his own experience joining QBE Hong Kong during the COVID-19 pandemic. He emphasized the importance of having multiple perspectives to create solutions for our customers and partners for a more resilient future.
Kelvin and Gordon believe that digital insurance is the main trend moving forward. QBE Hong Kong is proud to win Insurance Asia Awards 2022 – Digital Insurance Initiative of the Year Award and Insurtech Initiative of the Year and will continue to share innovative digital solutions with business partners.
Text: Ivy
(Sponsored article)
保險數碼新常態 強化職場抗逆能力
隨著社會步伐重回正軌，人們開始適應與疫症共存的生活模式。三年多的疫情改變了眾人的生活日常、消費習慣及職場心態。當中科技改革與創新造就了不少新商機，數碼科技、網絡平台、人工智能廣泛地應用於保險市場上成為了常態，數碼化節省了策劃保險的時間及工序成本，為顧客帶來便利及更大投保信心。
數碼科技在疫情下創出新領域，職場達人在疫症後面臨的辦公室危機，應如何建立個人Career Resilience，培育心理抗逆能力，在萬變的社會環境下保持正面樂觀，自我修復面對未來呢？
數碼化廣泛應用 促進保險新思維
社會上各行各業為抗疫變奏出新常態，為了在競爭環境中快速應變，有些行業在疫情期間突圍而出締造商機，為招聘市場帶來不少發展機會。被評為《2022年度最佳保險工作場所名單》的昆士蘭保險香港，榮獲2022年亞洲保險業大獎「香港年度數碼保險項目」及「保險科技項目」獎項，一直致力推動數碼化業務，見證著數碼科技的發展，「疫情下大家的生活及消費模式有所改變，引致有些行業更催活躍，例如物流、e-trade及e-commerce等都是受惠一行，創造了不少就業機會，業務發展相當快速。」昆士蘭保險香港企業承保部主管（Head of Corporate Underwriting）Kelvin Woo分享。
科技相關行業應運而生，疫情下促使眾人更重視自身及家人的保障，結合數碼科技的保險平台發展越趨成熟，「昆士蘭保險香港發展保險數碼化很有前瞻性，5、6年前已意識到數碼發展的必要。當時超強颱風『山竹』帶來每日數千宗旅遊保障的理賠經歷，公司全體於是決定投入研發電子理賠。多年來獲得不少『數碼科技』獎項的肯定，因此這次疫情下昆士蘭保險香港已有應用科技保險的經驗，內部有成熟的營運系統。在企業責任方面，昆士蘭保險香港不時跟業界和大小企業分享運作理念和心得，藉此不斷改進和把數碼化宣揚開去。」昆士蘭保險香港保險中介及本地經紀承保部主管（Head of Agency & Local Brokers）Gordon Wong詳述。
Kelvin認為把科技應用於以人為本的保險行業上，簡化及方便了程序，對保險從業員及顧客是雙嬴方案。
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科技發展源自以客戶為中心
作為保險業界數碼化的龍頭，昆士蘭保險香港為企業及個人客戶提供度身訂造的保障方案，由旅遊保障的理賠科技平台開始，現已擴展至汽車保險、勞保及大小企業的保障方案，同時把數碼科技應用予中介分析計劃、客戶理賠及售後服務跟進等，「Digitalization促進ESG的核心發展，有助結合環境、social及公司治理發展。Digital Insurance不單是B2C（business-to-consumers），更廣泛覆蓋至B2B（business-to-business），昆士蘭保險香港對個人客戶亦作出最貼心考量，例如在汽車理賠平台上加入了維修版面選項，客戶毋需即時負擔維修費，便可選擇合適的車房維修服務，想客戶所想。昆士蘭保險香港在傳統策劃及數碼科技做到兩者兼用，一切配合客戶需要。」Gordon續說。
Gordon認為昆士蘭保險香港在發展保險數碼化具備前瞻性，面對疫情下的科技轉型，公司繼續想客戶所想，提供便利穩妥的數碼平台，為顧客服務。
WFH助提升工作效能
不僅是與客戶的連結，科技數碼化同時為僱員帶來工作新常態。疫情下轉型為在家工作（WFH），科技應用是重要一環，「早在疫情發生前2、3年，公司推出的QBE Flex實行每週二天彈性工作，員工已適應了靈活工作模式。即使疫情最嚴重轉為全面WFH後，昆士蘭保險香港確保每位員工的電腦硬件跟辦公室存取及使用效能一樣，更讓同事把電腦螢幕搬回家中方便工作。WFH下甚至有同事的生產力和工作效率提升了，主要是一方面省卻了交通時間，同事在工作與家庭又能取到平衡，時間管理掌握得更妥善，提升了工作效能。」Gordon分享說。
昆士蘭保險香港亦重視人與人之間交流，實行彈性WFH外，每星期定立Team Day進行互動，建立團隊間的默契和鼓勵互相幫忙。
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調整抗逆心態的重要性
疫後工作模式帶來新衝擊，適當調節個人心理素質，在面對職場逆境時更能得心應手。「在現今的職場環境下，Resilience是十分重要。時常保持學習的心態，昆士蘭保險香港在疫情期間安排不同類型的網上進修課程，只要願意嘗試新事物，以最大努力適應新環境，就能接受新挑戰。面對逆境時調節自我的能力越高，無論對工作和家庭都有幫助，這是香港人很重要的價值。」於疫情下加入昆士蘭保險香港的Kelvin分享個人經驗說。他認為凡事作多角度了解分析，就像為客戶策劃個人保障時，提供不同層面的計劃方案，全面剖析，同是鍛鍊自我的人生課題。
Kelvin 和 Gordon一致認為保險數碼化是未來大趨勢，業界互相分享有助帶動科技應用的發展。昆士蘭保險香港最近榮獲2022年度亞洲保險業大獎香港年度「數碼保險項目」及「保險科技項目」獎項。此外亦定時舉行座談及與不同企業合作科技企劃。
撰文:Ivy
（資料由客戶提供）
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