Berjaya Sompo increases customer centricity with enhanced products and services

With a growing network of over 19 offices and 2,700 agents nationwide, Berjaya Sompo is committed to being the leading insurer of choice by providing quality solutions and world-class services in the best interest of its customers.

As part of its efforts, Berjaya Sompo is steering the new normal by enhancing its customer centricity strategy with focus on improving existing products, digitising its processes to increase speed in product delivery as well as improving its overall service levels through claims and customer experiences.

This focus is imperative in ensuring that Berjaya Sompo participates in the “low contact or contactless” direction of the digital economy to remaining resilient during this Covid-19 pandemic and to staying the course of becoming one of the top five general insurers in Malaysia.

In a statement, Tan Sek Kee, Chief Executive Officer of Berjaya Sompo commented that as a company that cares, they understand that the pandemic has affected many of their policyholders one way or another.

“It has also affected the way we do our businesses and how we serve and interact with our customers. Our focus is to support our policyholders in their time of need through this crisis. We are drawing lessons from the pandemic and learning to adapt by enhancing our products as well as digitising our processes to serve our customers better during these challenging times,” Tan said.

To ensure its policyholders remain protected and to help lessen their financial burden, Berjaya Sompo had its motor insurance premium reduced by as much as 20 percent for selected car models. Policyholders can also convert their motor insurance premium into low monthly instalments when they make a payment using a CIMB Bank credit card.

For non-motor insurance, Berjaya Sompo had recently introduced the “Interim Claims Payment” for its corporate policyholders when they make an admissible property-related claim for loss or damages caused by Fire, Machinery Breakdown and Equipment, to name a few. Under this new initiative, any corporate policyholder who makes a claim amounting to RM10,000 and above will receive a 20 percent Interim Claim Payment in advance depending on the assessed or recommended claim amount by the company’s adjuster.

The company has also started to offer electronic policy delivery (e-Delivery) beginning 1 August 2020, to its policyholders to reduce the policy delivery time. This practice will not only benefit the company’s policyholders, in terms of customer experience but also from an environmental perspective as the company aligns itself to minimising climate change impact to its operations and business offerings.

Berjaya Sompo has invested in upgrading and revamping the integration system for its contact centre in Q4 2019, and by leveraging on this newly implemented technology, 100 percent WFH for the customer service and contact centre team in Q1 2020 was made possible within 24 hours of MCO being announced by the Government.

The company also ensured while its workforce was working from home, policyholders can continue to make motor insurance claims, by submitting the required documents via email instead of physical submissions and assessments for e-claims processing. It will continue to look for ways to digitise its customer engagement touchpoints and improve the overall service levels that will ultimately drive business results.

A study in 2019 shows that most of the ASEAN insurers will be focusing on digitising their operations and are willing to invest up to 2 percent of their total revenue to support their digital initiatives.

“We believe that this trend will continue especially in times like these. In fact, pandemic had accelerated the demand for insurance products and services online. We are looking at reengineering our processes to reduce redundancy and duplication,” Tan added.

For more information about Berjaya Sompo products and services as well as upcoming campaigns, please visit:


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