Manulife champions a “culture of change” at Vietnam Insurance Summit 2019

Kevin Kwon, COO of Manulife Vietnam, highlights improvements in the claims transformation process at Manulife

Embracing its duties as a Diamond Sponsor of the November 14 event, Manulife helped advance the conversation around the need to evolve and re-shape the insurance landscape.

In its first year, the summit brought together more than 800 delegates from a variety of fields to discuss and share their vision for the insurance industry of the future.

Joining this event, Kim Fleming, CEO of Manulife Vietnam, shared his insights on how and where Manulife is leading the change in Vietnam. “We have a bold ambition to become the most digital, customer-centric market leader in our industry and we are doing this by creating a culture of change here at Manulife,” said Kim.

“We believe people are the key to our success and by growing the right culture we can influence a positive change across our business and the industry”.

Manulife's pavillion at the Vietnam Insurance Summit 2019

Manulife’s chief operating officer, Kevin Kwon and head of Claims, Tran The Loc, also took to the stage to highlight how the end-to-end claims process is being improved through a combination of customer insights and digital transformation.

“Driving the claims transformation at Manulife is our focus on improving the customer experience, an embrace of digital innovation and operational efficiency, and building an internal culture that drives this change,” said Kevin.

“In Manulife Vietnam, the transformation has been started from strategic approach in the business, as well as the methodology on how products and services are delivered to the customers. The success of customer experience and digital transformation is when they positively impact the customers. Manulife has seen a positive improvement on our NPS by 14 points, we are one of the leader in NPS in Vietnam.”

According to Kim, the transformation of Manulife has been underpinned by a significant cultural shift designed to improve how employees think, act and work.

“We believe culture can be a distinct competitive advantage for us, which is why Manulife made the strategic decision to refresh its values and focus on building a new culture,” added Kim.

“This has made it easier for us to our transformation and ultimately focuses on making decisions easier and lives better for both our customers and employees.”

The summit was held in Ho Chi Minh City and hosted by the Ministry of Finance and co-organised by the Insurance Supervisory Authority, the Insurance Association of Vietnam, and IEC Group.