The BENCHMARK Awards are not simply handing out a rating or a trophy — they are programs designed to act on behalf of the customers to validate what is going behind the scenes of the providers and help providers do better each year. The process removes the sugar-coating and prettification and digs deeply into the providers’ operations, values, and practices. The method also holds the companies accountable for their behavior.

Winners of the 2021's Awards Announced

The Sustainable Insurer awards are given to the top insurers who have an active presence in Hong Kong, whether a global or a local-based company.  The sustainability score sets consider the Insurers' Governance and Dependability, Sustainability, and ESG implementation.  These scores reflect the insurer's business longevity and safeness for customers' long-term planning and social responsibilities.  Sustainability data is provided by Benchmark's sister company, BlueOnion, to analyze the insurer's ESG, UN Global Compact, Business Controversies, Alignment with the Paris-Climate short and long-term temperature, and UNGC alignment.

Benchmark is tired of seeing too many of the green, blue, SDG, ESG and Sustainability washing in the market and therefore wishes to set the bar with measurable KPIs. Companies are awarded based on transparent metrics. They can win on a merit basis only and nothing else.   

Responsible Insurer of the Year 2021

Generali Hong Kong

Outstanding Responsible Insurer
AXA Hong Kong & Macau
Outstanding Responsible Insurer Transamerica Life (Bermuda) Ltd.
Outstanding Responsible Insurer Zurich Life Insurance (Hong Kong) Limited
METHODOLOGY

The Responsible Insurer Awards are given to the local chapters of global insurers or local-based insurers.  These winning insurers have demonstrated significant responsibilities in fairness, transparency, and execution of customer protection policies as critical drivers for business success for Hong Kong residents and Mainland Visiting Customers (MVC).   

This award category would not have been possible without the voluntary disclosure by the insurers of their underlying practices, and we commend the integrity and discipline these insurers have upheld even during the most challenging times.  

The Responsible Insurer category considers four factors:

1. Governance

Governance

  • How the insurer has Risk Management for Asset Under Management (AUM) such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

2. Dependability

Dependability

  • Financial strength in consideration of ratings, solvency ratios, and AUM to reflect the insurer’s business longevity and safeness for customers’ long-term planning
  • Fulfillment history and outlook for non-guaranteed dividends and bonuses
  • How the agents are trained to deliver the right message, the structure of various SLA, and resolutions

3. Sustainability

Sustainability

  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment is doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and transparency in voting disclosure

4. ESG Implementation

ESG Implementation

  • The integration of ESG to their Asset Under Management for Participating Funds
  • The extent of ESG materiality factors that influence the ultimate investment and divestment, overweight and underweight decisions
  • Consideration of the UN Global Compact principles when considering the quality of the investments
  • Proactively driving environmental and social impact in alignment with the UNSDGs

Best-in-Class:

Aegon NV

Outstanding AchieverAIA Group Limited
Outstanding AchieverAssicurazioni Generali S.p.A.
Outstanding AchieverZurich Insurance Group Ltd
METHODOLOGY

The Climate Awards are given to the top 4 insurers with an active presence in Hong Kong, who have outstanding performance under the five KPIs that BlueOnion, the sister company of Benchmark, considers as key metrics affecting global warming:

  1. Near and Long Term Temperature Alignment – the company's alignment with the Paris Climate Agreement to maintain a temperature that is  2°C or less with the company’s current pathway until the near-term 2030 and 2050 the long-term
  2. Water – measures the company's water and responsible use of water throughout company operations, covering underlying metrics such as water pollution, recycling initiatives, and water withdrawal
  3. Waste – measures the generation of waste and other hazardous output as part of business activities. This includes inputs covering hazardous and general waste generation and reduction policies, recycling practices, and oil spill disclosure
  4. Emissions – measures the contribution of business activities to the emission of greenhouse gases and other air pollutants. Inputs into this feature include emissions data as well as reduction initiatives, objectives, policies, and monitoring.
  5. Resource Use – measures the efficient use of energy and other natural resources including land and materials. Inputs into this feature include energy use/efficiency and land use reduction initiatives, recycled raw materials, toxic chemicals reduction, and resource efficiency policies as well as targets and monitoring

Best-in-Class:

Aegon NV

Outstanding AchieverAssicurazioni Generali S.p.A.
Outstanding AchieverSun Life Financial Inc.
Outstanding AchieverZurich Insurance Group Ltd
METHODOLOGY

The Environmental Contribution Awards are given to the top 4 insurers with an active presence in Hong Kong, who have outstanding performance under the seven KPIs that BlueOnion, the sister company of Benchmark, considers as key metrics affecting the natural environment:

  1. Water – measures the company's water and responsible use of water throughout company operations, covering underlying metrics such as water pollution, recycling initiatives, and water withdrawal
  2. Waste – measures the generation of waste and other hazardous output as part of business activities. This includes inputs covering hazardous and general waste generation and reduction policies, recycling practices, and oil spill disclosure
  3. Emissions – measures the contribution of business activities to the emission of greenhouse gases and other air pollutants. Inputs into this feature include emissions data as well as reduction initiatives, objectives, policies, and monitoring.
  4. Resource Use – measures the efficient use of energy and other natural resources including land and materials. Inputs into this feature include energy use/efficiency and land use reduction initiatives, recycled raw materials, toxic chemicals reduction, and resource efficiency policies as well as targets and monitoring
  5. Environmental Stewardship – The impact of business activities on biodiversity and animal welfare. Inputs into this feature include the use and regulation of animal products/testing alongside biodiversity impact initiatives and targets such as Forest Stewardship etc
  6. Environmental Management – The mechanisms and policies employed to manage the overall environmental performance of the business. Inputs to this feature relate to environmental lawsuits, investments into resource efficiency and environmental impact reduction as well as the environmental management system of the company
  7. Environmental Solutions – The environmental impact of products and services and the contribution towards sustainable consumerism. This feature includes inputs including, but not limited to, the development of hybrid vehicles, smart water solutions, and sustainable building products as well as offering environmental and renewable/clean energy products. Responsible asset management, the total supply of renewable energy, and environmental products targets are also included.

Best-in-Class:

Aegon NV

Outstanding AchieverAssicurazioni Generali S.p.A.
Outstanding AchieverSun Life Financial Inc.
Outstanding AchieverZurich Insurance Group Ltd
METHODOLOGY

The Social Contribution Awards are given to the top 4 insurers with an active presence in Hong Kong, who have outstanding performance under the ten KPIs that BlueOnion, the sister company of Benchmark, considers as key metrics affecting the society including labor rights and the community:

  1. Product Quality Safety – The quality and safety of products and services and level of customer satisfaction. This feature is composed of lawsuits, policies, targets and monitoring relating to the product quality management as well as consumer satisfaction and others.
  2. Product Access – Providing access to products and/or services for disadvantaged communities. Product access is composed of the access to finance, medicine, education, food and affordable housing programmes.
  3. Employment Quality – The working conditions and employee satisfaction. Accounting for employee turnover, work-life balance policy and worktime flexibility as well as several other inputs.
  4. Human Rights – Adherence to and promotion of human rights throughout all business activities, including the supply chain. Inputs include suppliers’ human rights consideration, employee human rights training and policy as well as targets and monitoring of these.
  5. Labor Rights – Compliance with internationally recognized labor standards, both in-house and across the supply chain. This includes the Freedom of Association, Supplier Code Audit and child labor, forced labor and labor rights policies.
  6. Occupational Health and Safety – The workplace-related health and safety performance. This includes inputs such as the disclosure of accident rates and workplace injuries, employee health and safety training and certification, policies/procedures and targets.
  7. Training and Development – The opportunities and programmes in place to enable and support learning across employees and the supply chain. Considering employee training hours, costs, and policies as well as the monitoring and targeting of these
  8. Community Relations – The level of community involvement and public trust. Inputs include customer satisfaction and community relations policies, targets and the monitoring of these as well as a disclosure of employee volunteering hours.
  9. Diversity – The representation of and equal opportunity for women and minorities in the workforce and on the board. To calculate this board and employee diversity, discrimination lawsuits and commitment to supplier diversity among other inputs are used.
  10. Compensation – The fair and equal compensation of staff and board members. Judged by average salaries and benefits, board member compensation, pension funding among many more.

Best-in-Class:

AIA Group Limited

Outstanding AchieverChina Life Insurance Co. Ltd.
Outstanding AchieverManulife Financial Corporation
Outstanding AchieverPrudential plc
METHODOLOGY

The Good Governance Awards are given to the top 4 insurers with an active presence in Hong Kong, who have outstanding performance under the five KPIs that BlueOnion, the sister company of Benchmark, considers as key metrics affecting the transparency and equality in governance structures:

  1. Business Ethics – Fair business practices as it relates to issues like corruption, political contributions and anti-trust. Typical inputs include lawsuits relating to these issues and policies in place to monitor and reduce their impact.
  2. Capital Structure – The relative level of leverage and how it might take away from a long-term focus in decision making. Inputs will typically include the debt to equity ratio and targets for this.
  3. Corporate Governance – The procedures and mechanisms in place that ensure proper long-term control and management of the corporation. The feature inputs relate to the board and committee as well as policies and targets surrounding governance issues like shareholder rights, insider trading and many other common problems.
  4. Transparency – The level of transparency and disclosure of critical information about the business. This accounts for disclosures relating to director compensation and articles of association as well reporting standards and external verification.
  5. Forensic Accounting– The overall earnings quality or the degree to which reported earnings properly represent a company’s financial health.

The Overall ESG Top 10 Percentile Awards are given to the top global or local-based insurers with an active presence.  This is a global ranking taking over 250 metrics and 22 KPIs into consideration, with materiality factors considered for the insurance sector. 

 Refer to the key metrics below to understand what's being scored for an overall ESG ranking.  We are happy to see that out of the 149 global and local insurers we cover, 7 insurers with an active presence in Hong Kong made it in the global top 10 percentile.

Companies Active in Hong KongTop 10% Global Sector Percentile Rank
China Life Insurance Co. Ltd. Class H
1.78%
AIA Group Limited
2.15%
Zurich Insurance Group Ltd
6.50%
Manulife Financial Corporation
6.55%
Assicurazioni Generali S.p.A.
8.55%
Sun Life Financial Inc.
9.49%
Aegon NV9.54%
KEY METRICS

Environmental

BlueOnion, the sister company of Benchmark, an innovative Sustainability Research and Portfolio Management platform, considers as key metrics affecting the natural environment:

  1. Water – measures the company's water and responsible use of water throughout company operations, covering underlying metrics such as water pollution, recycling initiatives, and water withdrawal
  2. Waste – measures the generation of waste and other hazardous output as part of business activities. This includes inputs covering hazardous and general waste generation and reduction policies, recycling practices, and oil spill disclosure
  3. Emissions – measures the contribution of business activities to the emission of greenhouse gases and other air pollutants. Inputs into this feature include emissions data as well as reduction initiatives, objectives, policies, and monitoring.
  4. Resource Use – measures the efficient use of energy and other natural resources including land and materials. Inputs into this feature include energy use/efficiency and land use reduction initiatives, recycled raw materials, toxic chemicals reduction, and resource efficiency policies as well as targets and monitoring
  5. Environmental Stewardship – The impact of business activities on biodiversity and animal welfare. Inputs into this feature include the use and regulation of animal products/testing alongside biodiversity impact initiatives and targets such as Forest Stewardship etc
  6. Environmental Management – The mechanisms and policies employed to manage the overall environmental performance of the business. Inputs to this feature relate to environmental lawsuits, investments into resource efficiency and environmental impact reduction as well as the environmental management system of the company
  7. Environmental Solutions – The environmental impact of products and services and the contribution towards sustainable consumerism. This feature includes inputs including, but not limited to, the development of hybrid vehicles, smart water solutions, and sustainable building products as well as offering environmental and renewable/clean energy products. Responsible asset management, the total supply of renewable energy, and environmental products targets are also included.

Social

BlueOnion, the sister company of Benchmark, an innovative Sustainability Research and Portfolio Management platform, considers as key metrics affecting the society including labor rights and the community:

  1. Product Quality Safety – The quality and safety of products and services and level of customer satisfaction. This feature is composed of lawsuits, policies, targets, and monitoring relating to product quality management as well as consumer satisfaction and others.
  2. Product Access – Providing access to products and/or services for disadvantaged communities. Product access is composed of access to finance, medicine, education, food, and affordable housing programs.
  3. Employment Quality – The working conditions and employee satisfaction. Accounting for employee turnover, work-life balance policy, and worktime flexibility as well as several other inputs.
  4. Human Rights – Adherence to and promotion of human rights throughout all business activities, including the supply chain. Inputs include suppliers’ human rights consideration, employee human rights training and policy as well as targets and monitoring of these.
  5. Labor Rights – Compliance with internationally recognized labor standards, both in-house and across the supply chain. This includes the Freedom of Association, Supplier Code Audit and child labor, forced labor, and labor rights policies.
  6. Occupational Health and Safety – The workplace-related health and safety performance. This includes inputs such as the disclosure of accident rates and workplace injuries, employee health and safety training and certification, policies/procedures, and targets.
  7. Training and Development – The opportunities and programs in place to enable and support learning across employees and the supply chain. Considering employee training hours, costs, and policies as well as the monitoring and targeting of these
  8. Community Relations – The level of community involvement and public trust. Inputs include customer satisfaction and community relations policies, targets, and the monitoring of these as well as a disclosure of employee volunteering hours.
  9. Diversity – The representation of and equal opportunity for women and minorities in the workforce and on the board. To calculate this board and employee diversity, discrimination lawsuits and commitment to supplier diversity among other inputs are used.
  10. Compensation – The fair and equal compensation of staff and board members. Judged by average salaries and benefits, board member compensation, pension funding among many more.

Governance

 BlueOnion, the sister company of Benchmark, an innovative Sustainability Research and Portfolio Management platform, considers as key metrics affecting the transparency and equality in governance structures:

  1. Business Ethics – Fair business practices as it relates to issues like corruption, political contributions and anti-trust. Typical inputs include lawsuits relating to these issues and policies in place to monitor and reduce their impact.
  2. Capital Structure – The relative level of leverage and how it might take away from a long-term focus in decision making. Inputs will typically include the debt to equity ratio and targets for this.
  3. Corporate Governance – The procedures and mechanisms in place that ensure proper long-term control and management of the corporation. The feature inputs relate to the board and committee as well as policies and targets surrounding governance issues like shareholder rights, insider trading and many other common problems.
  4. Transparency – The level of transparency and disclosure of critical information about the business. This accounts for disclosures relating to director compensation and articles of association as well reporting standards and external verification.
  5. Forensic Accounting– The overall earnings quality or the degree to which reported earnings properly represent a company’s financial health.

Academy of the Year 2021:

FTLife Insurance Company Limited

METHODOLOGY

The “Academy of the Year" is awarded to the highest-scoring insurer with the best-in-class training and development commitment and execution in delivering professional education and training to their sales and support staff using the following metrics:

  • Holistic design of the Program
  • The intention of the training program
  • Agility in terms of training delivery
  • Technology usage and ultimate effectiveness
  • Clarity and effectiveness of KPIs and ability to achieve them
  • Talent Acquisition and Retention
  • Correlation between the training program and Customer protection
  • The measurable success of the training program
  • Commitment to promoting Diversity and offering equity to minority equal opportunities

Best-in-Class:

AXA Hong Kong & Macau

METHODOLOGY

The candidates are being measured by their strategies and practices on their service level and commitment, their advocacy scores, how channels engage with clients, and the alignment between agents and the clients being served together with the metrics below:

  • Holistic design of the Client Journey
  • Ability to learn from the Voice of the Customers
  • Claims management, undertaking, and effectiveness
  • Technology usage and ultimate effectiveness
  • Agents Accountability towards clients' goal alignment
  • Service Levels
  • Correlation between the training program and Customer protection
  • Ease of access and servicing by Technology – web, mobile, and portals
  • Ability to understand client behavior for better program designs
  • Commitment to taking an ethical approach and putting client interests before revenues
  • Transparency with clients directly and through intermediaries
  • Brokers Accountability towards clients' goal alignment

Best-in-Class:

FTLife Insurance Company Limited

METHODOLOGY

The category reviews the insurers' marketing support and ideas generation within the broker's servicing segments, their digital offerings to access client data and ease of administrative support, proper product mapping, etc. together with the metrics below::

  • Holistic design of the Broker Support Program
  • Ability to learn from the Voice of the Brokers
  • Training depth and content
  • Technology usage and ultimate effectiveness
  • Brokers Accountability towards clients' goal alignment
  • Service Levels to Intermediaries and Clients
  • Claims management and effectiveness
  • Ease of access and servicing by Technology – web, mobile, and portals
  • Ability to understand broker behavior for better service designs
  • Commitment to taking an ethical approach and putting client interests before revenues
  • Transparency with clients directly and through intermediaries
  • Fraud Prevention against claims and mis-selling

Regrettably, there are no winners in this category.

METHODOLOGY

This category requires the candidates to submit an ad relevant to this current time and is designed to connect with its target audience emotionally. It is believable and memorable, and somewhat disruptive. Yes, it's that simple. This ad could be a print ad, an outdoor ad, an ad on the radio, or one designed for social media.  The ad campaign must also deliver what it promises and should be ethical, relevant, and inclusive.

  • The value of the Advertisement – its objective and mission
  • The uniqueness of the Story behind
  • Merits of the Intended Impact
  • Creativity and Innovative Ideas
  • The success of the Campaign by R.O.I. and Engagement
    Association of the campaign with the Brand
Outstanding Achiever:
FTLife Insurance Company Limited
METHODOLOGY

The candidates are required to elaborate on the story behind the marketing campaign.  Winners must have presented the most memorable campaign with powerful, meaningful, and inspirational messages that are not commoditized or focused on pricing. The campaign must also deliver on what it promises and should be ethical, relevant, and inclusive together with the metrics below:

  • The value of the Advertisement – its objective and mission
  • The uniqueness of the Story behind
  • Merits of the Intended Impact
  • Creativity and Innovative Ideas
  • The success of the Campaign by R.O.I. and Engagement
  • Association of the campaign with the Brand
Outstanding Achiever:
AXA Hong Kong & Macau
Outstanding Achiever:
Sun Life Hong Kong Limited
METHODOLOGY

The candidates are required to justify how their Social media engagement activities connect and communicate effectively with their distribution partners and customers. The candidates are being assessed by the metrics below:

  • Diversification of engagement channels
  • Uniqueness of the Story behind
  • Merits of the Intended Impact
  • Creativity and Innovative Ideas
  • The success of recall and measurable R.O.I.
  • Social media engagement KPIs and achievement
  • Association of the campaign with the Brand
  • Extent of two-way engagement

Best-in-Class:

AXA Hong Kong & Macau

Outstanding AchieverGenerali Hong Kong
Outstanding AchieverFTLife Insurance Company Limited
METHODOLOGY

The Critical Illness Product Awards are given to insurers who have earned the highest scores over 5 Pillars of Strengths:

Pillar 1: Value for Money

Value for Money – What each $1 will buy for the customers in return. The product metrics measure premium leverage based on the following:-

  • Comprehensive Coverage
  • Special programs such as well-being and rehabilitation
  • Waiting period and Survival Period
  • Return on their money such as Breakeven, I.R.R., Guaranteed Interests, etc.
  • Flexibility such as payment holidays, withdrawal options, convertibility

Pillar 2: Comfort and Experience

Comfort and Experience – The insurer's ability to provide a comfortable environment for customers to do business with. The score sets are based upon the capability in handling claims, ease of doing business such as digital access and after-hours support, account opening, problem-solving capabilities, and agents' fair dealing with the following metrics:-

  • Use of Technology and Ease of Access
  • Understanding of Client Behavior
  • Claims Handling and Management
  • Product Accessibility to all customer segments
  • After-sale Support and Service Level

Pillar 3: Governance and Dependability

Governance and Dependability – Measures the risk of customers' safety in their purchase with the insurer. The score sets reflect the insurer's business longevity and safeness for customers' long-term planning with the following metrics:-

  • Financial Strength in consideration of ratings, solvency ratios, and AUM
  • Fulfilment History and Outlook for Non-Guaranteed Dividends and Bonuses
  • Risk Management for Asset Under Management such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

Pillar 4: Sustainability and ESG

Sustainability and ESG – Measures the insurer's Participating funds' sustainable investment policies and the extent the insurer is walking their talks in being a responsible insurer with the following metrics:-

  • The integration of ESG to their Asset Under Management for Participating Funds
  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment in doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and Transparency in voting disclosure

Pillar 5: Business Growth

Business Growth –  The health of where business sources are diversified and whether the company adopts responsible business practices and growth is sustainable based on the following metrics:-

  • Responsible Marketing Practice
  • Diversification of distribution channel
  • Prioritizing the needs of the customers before revenues
  • Health of business growth

Best-in-Class:

Zurich Life Insurance (Hong Kong) Limited

METHODOLOGY

The ILAS Product Awards are given to insurers who have earned the highest scores over 5 Pillars of Strengths:

Pillar 1: Value for Money

Value for Money – What each $1 will buy for the customers in return. The product metrics measure premium leverage based on the following:-

  • Comprehensive Coverage
  • Range of Investments available on the menu
  • Return on their money such as Breakeven, I.R.R., Guaranteed Interests, etc.
  • Flexibility such as payment holidays, withdrawal options, convertibility

Pillar 2: Comfort and Experience

Comfort and Experience – The insurer's ability to provide a comfortable environment for customers to do business with. The score sets are based upon the capability in handling claims, ease of doing business such as digital access and after-hours support, account opening, problem-solving capabilities, and agents' fair dealing with the following metrics:-

  • Use of Technology and Ease of Access
  • Understanding of Client Behavior
  • Claims Handling and Management
  • Product Accessibility to all customer segments
  • After-sale Support and Service Level

Pillar 3: Governance and Dependability

Governance and Dependability – Measures the risk of customers' safety in their purchase with the insurer. The score sets reflect the insurer's business longevity and safeness for customers' long-term planning with the following metrics:-

  • Financial Strength in consideration of ratings, solvency ratios, and AUM
  • Fund Onboarding and Due Diligence
  • Risk Management for Asset Under Management such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

Pillar 4: Sustainability and ESG

Sustainability and ESG – Measures the insurer's Participating funds' sustainable investment policies and the extent the insurer is walking their talks in being a responsible insurer with the following metrics:-

  • The integration of ESG to their Asset Under Management for investment instruments selected
  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment in doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and Transparency in voting disclosure

Pillar 5: Business Growth

Business Growth –  The health of where business sources are diversified and whether the company adopts responsible business practices and growth is sustainable based on the following metrics:-

  • Responsible Marketing Practice
  • Diversification of distribution channel
  • Prioritizing the needs of the customers before revenues
  • Health of business growth

Best-in-Class:

Generali Hong Kong

METHODOLOGY

The QDAP Product Awards are given to insurers who have earned the highest scores over 5 Pillars of Strengths:

Pillar 1: Value for Money

Value for Money – What each $1 will buy for the customers in return. The product metrics measure premium leverage based on the following:-

  • Comprehensive Coverage
  • Special programs such as well-being and rehabilitation
  • Waiting period and Survival Period
  • Return on their money such as Breakeven, I.R.R., Guaranteed Interests, etc.
  • Flexibility such as payment holidays, withdrawal options, convertibility

Pillar 2: Comfort and Experience

Comfort and Experience – The insurer's ability to provide a comfortable environment for customers to do business with. The score sets are based upon the capability in handling claims, ease of doing business such as digital access and after-hours support, account opening, problem-solving capabilities, and agents' fair dealing with the following metrics:-

  • Use of Technology and Ease of Access
  • Understanding of Client Behavior
  • Claims Handling and Management
  • Product Accessibility to all customer segments
  • After-sale Support and Service Level

Pillar 3: Governance and Dependability

Governance and Dependability – Measures the risk of customers' safety in their purchase with the insurer. The score sets reflect the insurer's business longevity and safeness for customers' long-term planning with the following metrics:-

  • Financial Strength in consideration of ratings, solvency ratios, and AUM
  • Fulfilment History and Outlook for Non-Guaranteed Dividends and Bonuses
  • Risk Management for Asset Under Management such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

Pillar 4: Sustainability and ESG

Sustainability and ESG – Measures the insurer's Participating funds' sustainable investment policies and the extent the insurer is walking their talks in being a responsible insurer with the following metrics:-

  • The integration of ESG to their Asset Under Management for Participating Funds
  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment in doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and Transparency in voting disclosure

Pillar 5: Business Growth

Business Growth –  The health of where business sources are diversified and whether the company adopts responsible business practices and growth is sustainable based on the following metrics:-

  • Responsible Marketing Practice
  • Diversification of distribution channel
  • Prioritizing the needs of the customers before revenues
  • Health of business growth
Outstanding Achiever:
YF Life Insurance International Limited
METHODOLOGY

The Retirement Product Awards are given to insurers who have earned the highest scores over 5 Pillars of Strengths:

Pillar 1: Value for Money

Value for Money – What each $1 will buy for the customers in return. The product metrics measure premium leverage based on the following:-

  • Comprehensive Coverage
  • Special programs such as well-being and rehabilitation
  • Waiting period and Survival Period
  • Return on their money such as Breakeven, I.R.R., Guaranteed Interests, etc.
  • Flexibility such as payment holidays, withdrawal options, convertibility

Pillar 2: Comfort and Experience

Comfort and Experience – The insurer's ability to provide a comfortable environment for customers to do business with. The score sets are based upon the capability in handling claims, ease of doing business such as digital access and after-hours support, account opening, problem-solving capabilities, and agents' fair dealing with the following metrics:-

  • Use of Technology and Ease of Access
  • Understanding of Client Behavior
  • Claims Handling and Management
  • Product Accessibility to all customer segments
  • After-sale Support and Service Level

Pillar 3: Governance and Dependability

Governance and Dependability – Measures the risk of customers' safety in their purchase with the insurer. The score sets reflect the insurer's business longevity and safeness for customers' long-term planning with the following metrics:-

  • Financial Strength in consideration of ratings, solvency ratios, and AUM
  • Fulfilment History and Outlook for Non-Guaranteed Dividends and Bonuses
  • Risk Management for Asset Under Management such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

Pillar 4: Sustainability and ESG

Sustainability and ESG – Measures the insurer's Participating funds' sustainable investment policies and the extent the insurer is walking their talks in being a responsible insurer with the following metrics:-

  • The integration of ESG to their Asset Under Management for Participating Funds
  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment in doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and Transparency in voting disclosure

Pillar 5: Business Growth

Business Growth –  The health of where business sources are diversified and whether the company adopts responsible business practices and growth is sustainable based on the following metrics:-

  • Responsible Marketing Practice
  • Diversification of distribution channel
  • Prioritizing the needs of the customers before revenues
  • Health of business growth

Best-in-Class:

Transamerica Life (Bermuda) Ltd.

METHODOLOGY

The Universal Life Product Awards are given to insurers who have earned the highest scores over 5 Pillars of Strengths:

Pillar 1: Value for Money

Value for Money – What each $1 will buy for the customers in return. The product metrics measure premium leverage based on the following:-

  • Comprehensive Coverage
  • Special programs such as well-being and rehabilitation
  • Waiting period and Survival Period
  • Return on their money such as Breakeven, I.R.R., Guaranteed Interests, etc.
  • Flexibility such as payment holidays, withdrawal options, convertibility

Pillar 2: Comfort and Experience

Comfort and Experience – The insurer's ability to provide a comfortable environment for customers to do business with. The score sets are based upon the capability in handling claims, ease of doing business such as digital access and after-hours support, account opening, problem-solving capabilities, and agents' fair dealing with the following metrics:-

  • Use of Technology and Ease of Access
  • Understanding of Client Behavior
  • Claims Handling and Management
  • Product Accessibility to all customer segments
  • After-sale Support and Service Level

Pillar 3: Governance and Dependability

Governance and Dependability – Measures the risk of customers' safety in their purchase with the insurer. The score sets reflect the insurer's business longevity and safeness for customers' long-term planning with the following metrics:-

  • Financial Strength in consideration of ratings, solvency ratios, and AUM
  • Fulfilment History and Outlook for Non-Guaranteed Dividends and Bonuses
  • Risk Management for Asset Under Management such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

Pillar 4: Sustainability and ESG

Sustainability and ESG – Measures the insurer's Participating funds' sustainable investment policies and the extent the insurer is walking their talks in being a responsible insurer with the following metrics:-

  • The integration of ESG to their Asset Under Management for Participating Funds
  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment in doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and Transparency in voting disclosure

Pillar 5: Business Growth

Business Growth –  The health of where business sources are diversified and whether the company adopts responsible business practices and growth is sustainable based on the following metrics:-

  • Responsible Marketing Practice
  • Diversification of distribution channel
  • Prioritizing the needs of the customers before revenues
  • Health of business growth
Outstanding Achiever:
Chubb Life Insurance Company Ltd.
METHODOLOGY

The Whole Life Product Awards are given to insurers who have earned the highest scores over 5 Pillars of Strengths:

Pillar 1: Value for Money

Value for Money – What each $1 will buy for the customers in return. The product metrics measure premium leverage based on the following:-

  • Comprehensive Coverage
  • Special programs such as well-being and rehabilitation
  • Waiting period and Survival Period
  • Return on their money such as Breakeven, I.R.R., Guaranteed Interests, etc.
  • Flexibility such as payment holidays, withdrawal options, convertibility

Pillar 2: Comfort and Experience

Comfort and Experience – The insurer's ability to provide a comfortable environment for customers to do business with. The score sets are based upon the capability in handling claims, ease of doing business such as digital access and after-hours support, account opening, problem-solving capabilities, and agents' fair dealing with the following metrics:-

  • Use of Technology and Ease of Access
  • Understanding of Client Behavior
  • Claims Handling and Management
  • Product Accessibility to all customer segments
  • After-sale Support and Service Level

Pillar 3: Governance and Dependability

Governance and Dependability – Measures the risk of customers' safety in their purchase with the insurer. The score sets reflect the insurer's business longevity and safeness for customers' long-term planning with the following metrics:-

  • Financial Strength in consideration of ratings, solvency ratios, and AUM
  • Fulfilment History and Outlook for Non-Guaranteed Dividends and Bonuses
  • Risk Management for Asset Under Management such as liquidity and investment/divestment bases
  • Corporate Risk Management including risk committees, board expertise, and staff risk training
  • Focus and Priorities on Risk Management including fraud prevention and external intermediary training and activities monitoring

Pillar 4: Sustainability and ESG

Sustainability and ESG – Measures the insurer's Participating funds' sustainable investment policies and the extent the insurer is walking their talks in being a responsible insurer with the following metrics:-

  • The integration of ESG to their Asset Under Management for Participating Funds
  • Transparency in disclosing their underlying investment policies for policyholders participating benefits
  • Commitment in doing no harm to society and promoting social good
  • Commitment to promoting Diversity and offering equity to minorities equal opportunities
  • Being a responsible shareholder and Transparency in voting disclosure

Pillar 5: Business Growth

Business Growth –  The health of where business sources are diversified and whether the company adopts responsible business practices and growth is sustainable based on the following metrics:-

  • Responsible Marketing Practice
  • Diversification of distribution channel
  • Prioritizing the needs of the customers before revenues
  • Health of business growth

Results to be announced later!

Our honorable Jurors for 2021

Agnes Koon, MH

Chief Executive, KSY Speciality Ltd

Alexandra Tracy

Founder and President, Hoi Ping Ventures

Arvind Sundaresan

Head - FSI, Digital Business Services – APJ, SAP Asia Private Limited

Charles Brian-Boys

CEO, Alchemy Asia

Chris Hewison

Insurance Partner, Hong Kong PwC

Chris Kyme

Co-founder & Creative Director, Kymechow

David Piesse

Chairman, International Insurance Society Global Ambassador Program

Elsa Pau

CEO, WealthAsia Group

Farzana Aslam

Director, Kintillo

Marc Baloch

Founder & Managing Director, Resonance Asia

Michael Lamb

Marketing Director at CCW Global

Peter Tsih

Chief Executive Officer, Asia Pacific & EMEA, IPG Howden

Sandor Weyers

Fortune 500 Insurance Executive

Sunshine Farzan

Group Head of Marketing & Communications, Tricor

Wyman Leung M.Phil, FRM

Chief Investment Officer, AMG Financial Group

The Consumer Ratings are aggregated scores derived from “Social Listening" and “Customer Feedback." Benchmark's Social Listening is a breakthrough methodology that involves deep-learning-based narrative analytics that removes the inherent bias of social listening tools and brand trackers for better-correlated performance. The analysis is cut by demographic, point in the purchase funnel, sentiment, NPS, and narrative source. Additional Customer Feedback is Benchmark's research initiatives using an online survey and utilizing Benchmark’s questionnaire approach. The exercise allows the index to ascertain insights into active insurance relationships of clients, prospective or non-prospective insurance (future) relationships of clients, their overall perception or experiences, awareness, and exposure to the Insurance landscape.

The Consumer Ratings – The highest scoring company of each category will be the award recipient and be awarded a 5-Star rating:
5-Star Rating ★★★★★ The top 10% of the performers in each category will be rated five stars, and these products or service levels are considered “Best of the Best."
4-Star Rating ★★★★ , The top 11-35%% of the performers in each category, will be rated four stars, and these products or service levels are considered “Better than Most."
3-Star Rating ★★★ The top 36-65% of the performers in each category will be rated three stars, and these products or service levels are considered “Average."
“The Rest" are performers scoring below 65% in each category will be rated as “the rest of the pack.”

A critical process to hear directly from vertical experts in digital, client servicing, sustainability, governance and products, and rebut submission materials that are misunderstood. An exchange platform for brokers and experts to better understand the metrics and KPIs behind the drivers for products and service level capabilities and receive a summary of expert reviews and findings.

The BENCHMARK’s rating programs are not about simply handing out a rating or a trophy — they are programs designed to act on behalf of the customers to validate what is going behind the scenes of the providers and helping providers do better each year. The process removes the sugar-coating and prettification and digs deeply into the providers’ operations, values, and practices. The process also holds the companies accountable for their behavior, and by offering them a chance to access the online KPI Dashboard that covers the industry’s market landscape, client demand assessment, and their own competency assessment, the companies can build on their strength and bridge the gaps of their shortcomings.

The process for Insurance providers involves five simple stages:
1.  Choose the Categories you are either confident to compete in or gather industry insight into your capability in the area.
2.  After confirming the entries, you will answer a standard questionnaire in your submission portal. It would be wise to give examples and to attach relevant appendices, videos, and screen captures.
3.  During the implementation of the competition, BENCHMARK conducts social listening and customer feedback with thousands of respondents and netizens over 70+ social media platforms. The study reflects the voices of Active Clients, Considering and Non-Considering Clients regarding their satisfaction levels, perceptions of the firm, selection drivers, and what drives them away.
4.  The findings from active practitioners will participate in the survey to gather insights into the agents’ sentiments towards the industry, their firm and rivals, and their attitudes towards clients and their firms.
5.  An independent judging panel comprising over 30 independent consultants and industry veterans across the region with valuable industry insights will contribute to the decision-making process while referencing our proprietary interactive survey results that allow for a deeper dive into the customers’ minds.
6.  You will then be invited to participate in a closed-door review session with our senior committee member to discuss the feedback. You will be offered a 7-day rebuttal window to address any missing information or misinterpretation of the information you provided in your submissions.
7.  The very kind jurors will review the additional information you provide and offer their final judgment and scores.

 

Entry Opens:

June 21, 2021

Close of Early Bird Offer:

July 16, 2021

Close of Entry:

July 23, 2021

Submission Deadline:

September 7, 2021

Judging Period:

September 2021

Rebuttal Sessions:

Mid October 2021

Results Announcement:

Early November 2021

Media Outreach:

November 2021

Gala Dinner:

Early December 2021 (subject to local regulations)          

Social Media Campaign

January to February, 2022

Participation Fees:

 

Entry per category – Early Bird

USD 1,350 (on or before July 16)

Regular price per category

USD 1,650 (after July 16)

The Benchmark Sustainable Wealth Forum is a knowledge exchange where industry leaders and winners of the Benchmark awards are featured. The Forum covers the financial eco-system and discovers the inside out of the providers’ practices that lead to a more sustainable industry through responsible and ethical investing in protecting the investors across multiple generations. The inaugural series covers the Winners at the Benchmark Wealth Management Awards of 2020. The topics covered in the Insurance series include topics from Product Proposition, Quality of Advice, Client Journey, Digital and Brand Value.

Between March and May of this year, we have helped seven winning companies gain over 200,000 impressions per interview on LinkedIn and Facebook with an average engagement rate of 3.16% compared to the market average of 2%. 

Submit your best Ad, which you think best connects with your target audience emotionally. It is an ad that you feel is believable and memorable, and somewhat disruptive. Yes, it is that simple. This ad could be a print ad, an outdoor ad, an announcement on the radio, or one designed for social media.

This category is about a specific campaign launched during the past 12 months, between June 2020 and May 2021. What is the story behind the marketing campaign? Whether it is a product campaign, a re-branding exercise, or a campaign for a specific objective, please tell us what you are trying to achieve. What is the significant impact on the story, and did you accomplish that mission? We are looking for the most memorable campaign with powerful, meaningful, and inspirational messages that are not commoditized or focused on pricing. The campaign must also deliver on what it promises and should be ethical, relevant, and inclusive.

Social media connects people and companies to manage relationships and communicate effectively with their distribution partners and customers. The “Social Media Engagement" category recognizes companies that embrace social media as part of their producer relationship management strategies. They have built excellent social media tools and provide opportunities for people to collaborate and share information.

This a Grand title, and is not open for Entry.
The key indicators we look for are beyond brand recall. Still, elements like the perception of the firm's reputation, attitudes towards valuing the clients, whether they are open and honest, prioritize the client's needs over business revenues, etc., and finally voted by the majority of the judging panel.

Savings Product 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, cash value and policy convertibility, additional riders
  • Value for Money – Returns on savings, cash balance vs. Life protection, income distribution, cv to premium, breakeven, surrender charges, etc.
  • Return on Investment – The range of investment classes, the expertise of the selectors and the underlying investments, risk profile, performance against benchmarks and peers,
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Investment Policies – ESG policies and integration to the Participation funds
  • Appendices A video link, screen captures, photos, etc.
Retirement and Annuity Product 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, cash value and policy convertibility, additional riders
  • Value for Money – Returns on savings, cash balance vs. life protection, income distribution, cv to premium, breakeven, surrender charges, etc.
  • Return on Investment – The range of investment classes, the expertise of the selectors and the underlying investments, risk profile, performance against benchmarks and peers,
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Investment Policies – ESG policies and integration to the Participation funds
  • Appendices A video link, screen captures, photos, etc.
Whole Life Product 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, cash value and policy convertibility, additional riders, pre-existing condition coverage, survival period, exclusions, inclusions, etc.
  • Value for Money – Returns on savings, cash balance vs. life protection, income distribution, cv to premium, breakeven, surrender charges, etc.
  • Return on Investment – The range of investment classes, the expertise of the selectors and the underlying investments, risk profile, performance against benchmarks and peers,
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Investment Policies – ESG policies and integration to the Participation funds
  • Appendices A video link, screen captures, photos, etc.
Universal Life Product 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, cash value and policy convertibility, additional riders, pre-existing condition coverage, survival period, exclusions, inclusions, etc.
  • Value for Money – Returns on savings, cash balance vs. life protection, income distribution, cv to premium, breakeven, surrender charges, etc.
  • Return on Investment – The range of investment classes, the expertise of the selectors and the underlying investments, risk profile, performance against benchmarks and peers,
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Investment Policies – ESG policies and integration to the Participation funds
  • Appendices A video link, screen captures, photos, etc.
Qualified Deferred Annuity Policy
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, cash value, and policy convertibility, premium payment period and annuity period, the length of premium payment period vs. the accumulation period, etc…
  • Return on Investment – The IRR for the guaranteed portion and the total projected benefits IRR
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Investment Policies – ESG policies and integration to the Participation funds
  • Appendices A video link, screen captures, photos, etc.
Term Life Product
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, policy convertibility, maximum terms, additional riders, pre-existing condition coverage, survival period, exclusions, inclusions, etc.
  • Value for Money – Coverage per $1 and global assistance programs, etc..
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Investment Policies – ESG policies and integration to the Participation funds
  • Appendices A video link, screen captures, photos, etc.
Investment-linked Assurance Scheme
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, renewability, cash value and policy convertibility, additional riders
  • Value for Money – Returns on savings, cash balance vs. Life protection, income distribution, cv to premium, breakeven, surrender charges, etc.
  • Return on Investment – The range of investment classes available, underlying charges, risk profiles to cover all age segments
  • Fulfillment Ratio – the ability to deliver what was promised for the non-guaranteed benefits
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc., investment product onboarding due diligence
  • Appendices A video link, screen captures, photos, etc.
Critical Illnes Product 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums, flexibility, maximum renewability, cash value and policy convertibility, additional riders, maximum age of entry, pre-existing condition coverage, exclusions, inclusions, etc.
  • Value for Money – Comprehensive list of covered illness, rehabilitation programs, waiting period, survival period, claim settlement ratio, etc…
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Appendices A video link, screen captures, photos, etc.
Healthcare Product 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Rates and premiums,  flexibility, maximum renewability, cash value and policy convertibility, additional riders, maximum age of entry, pre-existing condition coverage, exclusions, inclusions, etc.
  • Value for Money – Comprehensive list of covered illness, cashless treatment, rehabilitation programs, waiting period, survival period, no claim bonuses, medical check-up facility, claim settlement ratio, preventive health check-ups, etc…
  • Business – Distribution platform and business growth
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Appendices A video link, screen captures, photos, etc.
Voluntary Health Insurance Scheme 
Key metrics include:
  • Financial Strength –  The ratings and sustainability ratios of the company. Strength of the parent group and commitment
  • Product Strategy  –  The product's commitment to satisfying long-term goals and objectives and its unique propositions.
  • Product Features – Going beyond legal requirements on rates and premiums,  flexibility, maximum renewability, cash value and policy convertibility, additional riders, maximum age of entry, unknown pre-existing condition coverage, exclusions, inclusions, etc.
  • Value for Money – Cashless treatment, rehabilitation programs, non-surgical cancer treatments, day case procedures, diagnostic tests, etc….
  • Customer Care –  The customer segment, the technology the company has adopted for customers to make claims, shop, get quotes, and buy products with
  • Social Responsibility – Agency and broker training rigor, transparency of policies, clarity of marketing materials, accessibility, affordability, etc.
  • Appendices A video link, screen captures, photos, etc.
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