Chubb March 2017

Signature 

Asia Pacific Quarterly Newsletter | March 2017 

Australia 

Strong and steady amidst 

intense competition

Contents 

Perspective 1 

Country Spotlight 2 

Visually 6 

Craftsmanship in Action 8 

Hot Seat 

A Day in the Life of... 

Impact 

Replay 

On The Rise 

12 

16 

22 

26 

32 

Tribute 34 

Intelligence 

Coming Up 

Interactives 

Acknowledgements 

38 

42 

44 

46

True craftsmen 

are disciplined 

risk-takers, global 

with local expertise, 

relationship-focused, 

optimistic about 

the future, and 

proud yet humble. 

Paul McNamee, 

Asia Pacific Regional President 

Perspective 

Colleagues, 

As we move forward together, the 

notion of craftsmanship in 

everything we do permeates our 

culture. At Chubb, we have three 

ways in which craftsmanship 

manifests itself through our 

company… with superior 

underwriting, superior execution 

and superior service. In this edition, 

I’d like to explore the ideal of 

superior underwriting, and what it 

means to me in a profession… a craft, 

which I feel so passionately about. 

Superior Underwriting is… 

Identifying the need of a 

consumer or business, or simply a 

cohort or community or people 

with risk to whom we feel we are 

able to provide a solution to their 

needs which exceeds their current 

method of mitigating or insuring 

their risk. 

Designing coverage that meets 

their needs and mitigates the risk in 

order for the client to focus on their 

goals and objectives. Working with 

our colleagues in legal to draft 

coverage which meets the intent of 

what we aiming to cover. 

Data analytics and predictive 

modeling to identify within any 

given portfolio which risks are more 

likely to occur than others within 

any given cohort of risks… this 

ensures we are able to properly 

price attractive risks relative to 

those which may carry more. The 

use of data analytics and predictive 

modelling are now well embedded 

in many of our underwriting 

processes. 

Identifying and managing 

distribution networks to ensure 

we align our product to the needs of 

the customer. We maintain strong 

relationships with our partners and 

we design compensation which is 

fair for the important work they do 

to distribute our products. Our 

partners are the gateway to our risk 

from which we are able to prosper 

and our clients can get on with their 

business in the comfort of knowing 

that their risks are covered. 

Sales and marketing. All that we 

do to identify risk, design coverage, 

price it and push it through our 

distribution channels is for nothing 

if we cannot sell it. 

Signature Quarterly Newsletter | March 2017 

Identifying and understanding 

the nature of the risk and how it 

occurs. Using external and internal 

data sources, our actuaries gain a 

deep understanding of how 

frequent, and how severe a risk is 

when it occurs. Only by 

understanding the nature of risk 

can we truly move forward in 

pricing the risk or group of risks. 

Pricing of the risk to adequately 

cover expected frequency and 

severity, administrative expenses 

and acquisition, proper capital 

allocation and underwriting margin 

to provide an adequate return on 

that capital. 

the fulfilment of our 

promise in the payment of 

Claims. To be there for our clients 

when we are called upon is the true 

measure of how we define 

ourselves as “superior” in the eyes 

of our customers. 

By not only doing these things, but 

by doing them with the character 

that we all aspire to at Chubb… proud 

yet humble, disciplined, global and 

local, relationship-focused and 

optimistic about the future, I am 

certain we will continue building a 

superior underwriting company and 

be true craftsmen in that endeavour. 

1

A tranquil moment at Brighton Beach in Melbourne. Photo taken by Sophie Argiriou 

Country Spotlight: 

Australia 

The Country 

It would take you roughly 

27 years to visit all of 

Australia’s 10,000+ 

beaches. 

The wine cask (aka goon bag) 

and the selfie are Australian 

inventions, along with more useful 

items like the Cochlear implant, 

Google Maps, Wi-Fi and the 

black box flight 

recorder. 

Australians LOVE sports. 

We are avid followers of ‘footy', 

which covers everything from 

rugby union to the uniquely 

Australian Football 

League (AFL). 

Quick Facts^ 

Population 

24 million 

2016 GDP 

US$1.5 trillion 

GDP Per Capita 

US$62,500 

2016 Growth Rate 

1.7% 

^Source: Australian Bureau of Statistics, 2016 

Economic Trends 

According to the Reserve Bank of 

Australia, Australia’s economic growth 

rate in December 2016 was 1.8%. 

Similar growth margins are expected 

until 2018, while inflation should 

remain under 2%. 

The services sector accounts for 59% 

of Australia’s economic output. This 

sector is growing faster than any other 

industry, reflecting the deep pool of 

professional expertise available in 

Australia. Despite a decline in resource 

sector investment, mining continues to 

be a major contributor to the country’s 

economy along with construction, 

retail trade and manufacturing. 

2

Chubb in Australia 

98 

Years in 

Business 

641 

Employees 


350 Males 291 Females 

The Chubb culture in Australia is fun but 

professional, casual yet disciplined and energetic. 

We have a ‘work hard, play hard’ mentality! 

Premiums* 

By Channel 

47.7% Global Brokers 

31.8% Independent Brokers 

7.7% Affinity & Schemes 

12.8% Retail 

By Product 

16.5% Accident & Health 

62.7% Property & Casualty 

13.2% Personal Lines 

7.6% Combined Insurance 

* 2015 Gross Written Premiums 

1 

2 

Industry Trends 

The Australian insurance industry is 

characterized by high revenue volatility, largely 

due to exposure to natural catastrophes and 

high levels of competition. Despite ongoing 

competitive pressures and an extremely soft 

Property & Casualty pricing cycle, GWP 

increased 4% to US$33 billion 

in the year ending June 2016. 

Merger and acquisition activity 

is increasing and the number of insurers 

licensed to conduct business in Australia is 

slowly declining. 

Regulatory Snapshot 

Large, mature and well-regulated general insurance market. The industry regulator, Australian Prudential 

Regulation Authority (APRA), places a strong focus on risk culture and is currently gathering information to 

determine the industry’s overall risk culture. 

Well capitalized industry: 

– Solvency coverage margin: 1.7 times the minimum requirement 

– Average return on net assets: 14% per annum over the past decade 

3

Country Spotlight : Australia 

Employee Tweets 

Peta Zanatta, 

National Underwriting Centre Manager, Accident & Health 

The insurance industry here is … 

Competitive. We have to maintain our service ethic 

and underwriting excellence while challenging 

ourselves for fresh ideas to stay ahead of the market! 

Anthony Jeffrey, 

Casualty Risk Engineer, Asia Pacific 

Advice for fellow colleagues … 

Remember, insurance is like a fine wine - you pay a 

premium to get some, but it’s the depth of 

character and the story that keeps you coming 

back year after year! 

Belinda Thatcher, 

Team Leader, Financial Lines Claims – 

Global Broking Unit (GBU) 

My biggest challenge was … 

Building relationships in the Australian market 

after working in London. 

Jon Longmore, 

Independent Broker Unit Manager, 

New South Wales (NSW) & Australian Capital Territory (ACT) 

Main reason for my success was … 

Equal parts hard work, discipline and humility. 

I’m surrounded by talented professionals, who 

also inspire me. 

4

vChocola 

vChocola 

Great Ocean Road 

Along the way to the 12 Apostles, 

stop off to walk through the rainforests 

and check out the koalas in Otway 

National Park, and don’t forget the 

penguins near the 12 Apostles. 


- Frances Irvine 

Human Resources Consultant 

Photo by Sophie Argiriou 

Must-See 

Must-Eat 

Great Barrier Reef 

Beaches 

Meat Pie 

Simply the best place in the world for 

snorkeling or scuba diving. 

- Van Le 

Service Desk Technician, IT 

Work on your sun-tan at one of the many 

beaches throughout Australia! 

- Lauren Reece 

Senior Graphic Designer 

Enjoy a meat pie while watching your 

favorite footy team on a Sunday afternoon. 

- Andrew Martin 

Senior Marketing and Communications Consultant 

Uluru 

Learn about the Australian 

indigenous culture 

Fresh Seafood 

At 348 meters, the massive sandstone 

monolith in the Northern Territory is 

taller than the Eiffel Tower and has a 

circumference of 9.4km. 

- Emma Taylor 

Manager - A&H Platforms 

Dating back over 50,000 years, the 

Aboriginal and Torres Strait Islanders 

have the oldest living cultural history in 

the world. 

- Tara Ohmsen 

Independent Broker Unit (IBU) Development 

Underwriter, Queensland 

Dine on some of the freshest and tastiest 

seafood in the world. 

- Annie Tran 

Project Manager, Travel 

5

Visually 

Superior Claims Management and Service 

We are committed to delivering a market-leading, global claims service that 

focuses on the unique needs of each client. We understand the importance of 

timely and satisfactory settlement of each and every claim. It’s important to 

us because it’s important to our clients and partners. 

Our Unique Selling Points 

Dedicated Teams 

Throughout the claims process, 

clients and agents can speak to 

someone who can answer their 

questions and mobilize the 

appropriate services 

and expertise. 

Technical Expertise 

We are renowned for our technical 

ability and understanding of complex 

issues. Our long-standing relationships 

with external advisers ensures 

seamless collaboration and 

efficiency to cater to 

your needs. 

Bespoke Solutions 

We think creatively, consult widely 

and provide bespoke service. 

Our experienced experts apply the 

very best knowledge and support, 

and the latest relevant risk 

mitigation advice. 

Global Capability 

Chubb’s strong worldwide network of 

operations provides the local expertise 

clients require. No matter where 

an incident occurs, access to 

qualified professionals with 

the expertise needed to 

achieve the best results 

will be available. 

6

Total no. of 

closed claims 

1,552,069 * 

86.85% 

Total claims paid 

US$1.074 billion * 

56.35% 


26.34% 

9.43% 

13.18% 

0.01% 

3.72% 

4.13% 

Specialty 

Lines 

P&C 

Personal 

Lines 

A&H 

Specialty 

Lines 

Personal 

Lines 

A&H 

P&C 

*As of 31 December 2016 

2016 Producer Survey (APAC) 

‘Claims handling’ was 

regarded as the most 

important attribute 

when recommending 

an insurance company 

to their clients 

- 385 respondents 

7

Craftsmanship 

in Action 

AU 

All systems go with Allstate 

After four months of intense due diligence, in November 2016 the Australian 

Global Broking Unit (GBU) landed a large new win via JLT Re. The opportunity 

– to consider writing Farmpack Insurance via a Managing General Agent 

(MGA) named Allstate – was for a package including Property and Casualty 

lines together with Motor. Since June 2016, some 28 individuals across 

distribution, product, claims, legal, actuarial, finance and operations 

collaborated tirelessly to engineer winning this deal. The new partnership has 

commenced writing business, and is expected to bring close to US$15 million 

in GWP in 2017, with US$10 million net of Motor. 

Read More 

A major win with AIMS 

Chubb in Australia has been appointed to the A&I Member Services (AIMS) 

panel of insurers for Industrial Special Risks (ISR) and Public and Products 

Liability, with effect from 1 January. AIMS is a joint venture between 

Australian broking cluster groups Austbrokers and Insurance Brokers 

Network Australia (IBNA), and provides membership services to over 150 

members across the country, transacting over US$2.8 billion in GWP. AIMS’ 

panel for ISR and Liability presents a significant opportunity, and with our 

increased appetite, we are well positioned to take advantage of this via an 

anticipated spike in submission count and new business wins. 

Congratulations to the craftsmen - Jason Hawksworth, Michael Badger, Ben 

McGregor, Stuart Kerr and Peter Kelaher. 

Read More 

Extending a valuable relationship with Steadfast 

In January, the Australian team successfully bound a US$900,000 residential 

portfolio deal through the independent broker Steadfast, called the New South 

Wales Trustee and Guardian Scheme. The deal was crafted by Michelle O’Dowd 

in close collaboration with Soledad Mune in International Personal Lines from 

Chubb Overseas General, along with key stakeholders including claims and 

actuaries – all of whom had been working on this prospect for approximately 

three months. We were awarded the deal due to the Australian team's strong 

relationship with the Steadfast group and their experience with the overall 

Chubb service proposition, which we have strongly exhibited on a number of 

other portfolios we underwrite for Steadfast. 

8

CH 

First Cyber win in the bag 


Working with Aon, the Financial Lines team successfully clinched the first Cyber 

account with BMW Brilliance Automotive Ltd. This is also the largest Cyber 

account for Aon in China. The key factors of success were Chubb’s market-leading 

policy coverage as well as strong local and regional relationships with Aon. 

HK 

Winning back AEON 

Through dogged diligence, the Direct Marketing (DM) team in Hong Kong 

reconnected with AEON Credit Services (Asia) Co. Ltd. successfully through 

winning an RFP in December last year. We were selected as the insurer to offer 

products to AEON customers through various distribution channels such as 

Telemarketing (TM) and digital marketing. The first campaign scheduled for 

launch in March will use outbound TM to sell Personal Accident plans to 

AEON’s customers and/or their parents. 

Perseverance pays off 

A large client prospect had been quoted with the incumbent broker for the 

past two years. However, the deal had fallen through at the last minute in 2015. 

As the account was highly profitable, the Employees’ Compensation team led 

by Chris Gough, Ivan Lo and Junie Chan approached another broker with the 

client’s details. 

Realizing that there were gaps in the client’s current coverage, we assisted the 

broker in placing new General Liability and Employer’s Liability policies in 

Mongolia, Zambia, Mauritania and Hong Kong while providing additional 

coverage and services for the Employees’ Compensation program in Hong 

Kong. The total new business premium is in excess of US$100,000. 

Kudos to the craftsmen for pushing the boundaries to write profitable new 

business and providing support to our loyal producers. 

9

KR 

Securing a new partner with SK M&Service 

Since 5 December, 50 telemarketers have generated US$85,000 of sales for 

Total Annual Renewable Premium (TARP) from selling dental and critical 

illness plans to SK M&Service's (SK) OK Cashbag members. 

SK M&Service was originally set up by SK Group, a huge conglomerate, as a 

system integration company. In 2000, SK launched OK Cashbag, a loyalty 

program that allows members to collect and redeem points from its 50,000 

merchants. Currently, it has a database of 32 million members - tremendous 

potential for us to harness. 

Our success in sales conversion can be attributed to detailed database analysis 

and selection. Our data analyst craftsmen used Smart Contact System, which 

raised the contact rate by up to 100%. Smart Contact System displays the local 

number on the prospects’ Caller Display, no matter where our TM centres are 

located. This increases the chances of the prospects picking up the call as they 

tend to trust a local number. 

Dental plans continue to be a popular product in the Korean market 

First mobile website launched 

Our Digital team in Korea launched a mobile website with transactional 

capabilities for travel insurance in November. From site design to the 

purchase process, the website is simple and user-friendly. The Digital team 

crafted the site so that users can simply go straight to the quotation page 

without having to go through the traditional personal identification process. 

In conjunction with the launch, the team also started an extensive social 

media content campaign on channels such as Facebook, Instagram and 

Naver blog to raise brand and product awareness. This is the first step in 

acquiring and nurturing customers through providing relevant content. 

Simple and easy to use is the way to go for mobile websites 

Read More 

10

New residential product gains new heights 

We launched the new residential product, Home Guard Insurance, in 

November that offers a bonus feature of 50% return of premium (ROP) on 

maturity. The team distributed the product via the home-shopping sales 

channel and achieved 130% of the target incoming database. The good market 

reception led to the increase in the Personal Lines telemarketing team from 20 

to 50 people. 

Coupled with the spotlight on home accidents by the media which raised 

public concern and awareness of residential insurance, the team’s in-depth 

understanding of the consumers’ purchase and product preferences ultimately 

led to the successful launch, a fine display of craftsmanship at work. 


MY 

Carving out digital wins in Malaysia 

The two digital wins in Malaysia proves that our strategic focus to grow 

partnerships in the digital space is gaining ground. The first win was 

Lelong.com, one of Malaysia’s leading online marketplaces. 

The team is now in full execution mode for the launch of the online Purchase 

Protection Plan. Congratulations to the Malaysia Direct Marketing Team led by 

Louise Lee for the new win. 

Next, the team secured a partnership with Bestinet as part of its strategy to 

grow the Foreign Worker Insurance portfolio. 

Appointed by the Ministry of Immigration to provide and maintain an online 

platform to facilitate the hiring process for all new foreign workers, Bestinet is 

estimated to generate an annual NWP of US$280,000. 

Kudos to Kevin Choong, Head of Accident & Health Malaysia, and his team for 

securing this partnership. 

TW 

A big haul for the Casualty team 

The Casualty team in Taiwan secured 14 new accounts in January with the 

total premium amounting to almost US$1.7 million. One of the most significant 

wins is Cheng Shin Tire, the largest tire manufacturer in the world offering 

products in over 150 countries. 

A key competitor was the primary liability underwriter of the account for some 

years. Country President of Taiwan Edward Tseng, along with the broker 

partner, actively courted Cheng Shin to demonstrate our craftsmanship 

capabilities in writing the program for them. Congratulations to Edward, as 

well as Sharon Wu and Mike Chang from the Casualty Team for scoring the win. 

Read More 

11

Hot Seat 

with Jeslyn Tan 

Capable, energetic and highly adaptable, 

Jeslyn Tan, Regional Head of Agency in Asia 

Pacific, is certainly a force to reckon with in the 

highly-demanding work of agency distribution. 

Signature catches up with her, amidst her 

jet-setting lifestyle, to find out more. 

12

Jeslyn Tan, 

Regional Head of Agency 

Asia Pacific 

It is not just about 

bringing in more 

agents and accounts, 

but also about being 

part of a movement 

that actually evolves 

the entire industry 

landscape which 

means a lot to me too. 

Give us a little background to your 

career – how did you land 

yourself in agency distribution? 

Well, there isn’t really a 

fascinating story behind it… I was 

fresh out of school when I joined 

a general insurance agency firm 

and supported the sales, training 

and recruitment functions. I was 

also a licensed insurance and 

property agent before joining 

Chubb, then known as ACE, with 

the Singapore A&H team. 

While I have been in the 

insurance industry from day one, 

I am privileged to have taken on 

various inward and outward 

facing roles within the 

organizations. I was identified by 

the big boss to build a new HR 

team when the department was 

facing turnover and instability 

issues. It is satisfying to me to 

learn that the team is doing well 

and each has made significant 

progress in their career. After a 

couple of years in the role, my 

bosses at that time, presented me 

with an opportunity to lead the 

agency distribution team, and 

that’s where I’ve been ever since. 

Seems like I was destined for the 

role from the start of my career. 

certainly a new learning 

experience and challenge I enjoy. 

Knowing that the initiatives that 

we implement and actions that 

we take actually make an impact 

to the general insurance industry 

also motivates me greatly. It is not 

just about bringing in more agents 

and accounts, but also about 

being part of a movement that 

actually evolves the entire 

industry landscape which means 

a lot to me too. 

And, of course, making more 

friends and trying local cuisine 

from different countries keep me 

going as well! 

What is the most exciting project 

you are working on now? 

That will be the implementation 

of the Agency Management 

strategy throughout the region. 

Our key objectives are to enhance 

the agency distribution 

management through 

implementing best practices; 

creating a value proposition that 

focuses on service, price and ease 

of doing business; and instituting 

sales disciplines that form the 

foundation to achieving our goals. 


What motivates you? 

I enjoy learning new things and 

looking for opportunities to make 

positive changes. This regional 

agency distribution role has been 

rather fulfilling and definitely 

exciting and challenging! Each of 

the markets that we operate in is so 

different, with varying level of 

maturity and diverse needs. 

Managing each one of them is 

It is not simply about chasing the 

agents to bring in premiums, but 

more about chasing the right 

agents and following up with the 

appropriate sales conversations, 

activities and importantly, with 

the right motivation, training, 

products and support. We aim to 

create a dynamic, growing 

multi-line agency distribution 

built upon disciplined practices 

and focused execution. 

13

We aim to create a dynamic, growing 

multi-line agency distribution built 

upon disciplined practices and 

focused execution. 

What do you think are the top 

three skills or personality traits 

that you can attribute to your 

success today? 

I think my personality traits point 

largely to the fact that I enjoy 

working with people. I managed 

and led teams of varying sizes in 

my prior experiences. I would like 

to think all of that have helped me 

become a more effective people 

manager. 

Besides that, I think my fondness 

for simplicity and experience in 

setting up and running operations 

help. I am able to break down 

complex issues and see the 

simple solutions. I am also not 

afraid to take on new challenges. I 

believe these have been crucial 

qualities in my career progression 

so far. 

You obviously travel a lot in your 

current role. How do you adjust to 

that, having come from a local 

country role in your previous 

employment? 

Well, I’ve learnt… for example, I 

basically changed my traveling 

wardrobe to ensure that clothes I 

pack along for my trips do not 

require ironing. Who has the time 

to iron on business trips!? 

I also have two set of toiletries, 

cosmetics and other daily 

essentials so that one of the sets is 

always in my suitcase. My friends 

and family members have also 

been really supportive in making 

time to catch up with me when I’m 

in town. 

Jeslyn (right) with Ken Tan (center), Singapore’s top P&C agent in 2016, and his wife at an Agency 

event in Singapore 

14


Jeslyn (third from right) at a teambuilding session with the local leaders from agency distribution 

So, share some travel tips with us! 

What are the three must-haves in 

your suitcase? 

1. Medicine kit with all the usual 

essentials 

This was a lifesaver on my first 

business trip to Hong Kong 

where I had a bout of food 

poisoning the night before a 

major meeting. Thankfully, I 

had the necessary medication. 

I’m not sure I would have made 

it to the meeting otherwise! 

2. Travel adaptor, with all the 

necessary power cables 

A travel essential if you are a 

movie and drama series buff 

like me! 

3. Sandals 

I will slip into a pair of 

comfortable sandals to get to the 

airport at the end of the trip. This 

helps to sooth my tired legs after 

the long hours in high heels. 

You had lived in Bangkok for a 

year. What was the first Thai word 

you learnt? 

The first word I learnt and still 

remember is “ ”. It can be 

loosely translated to “Yes, we 

can!” which is aligned to our 

Can-do attitude. This struck a 

chord with me and we regularly 

ended sessions with agents 

cheering this. 

Last question for you – I’ve 

noticed a potted plant in the 

corner of your office. What’s that 

all about? 

I am intrigued by Chinese 

Metaphysics (Fengshui), which is a 

Chinese philosophical system of 

harmonizing people with the 

surrounding environment for 

favorable outcomes. 

This potted plant in my office is to 

promote positive energy. It is 

believed that the element of wood 

(plant) has the qualities of 

flexibility and strength and it adds 

healthy vitality to one’s life. This 

is a traditional art of tapping the 

energy of nature for specific 

performance. 

To me, it’s not about making 

drastic changes to my 

surroundings, but more of how it 

makes me feel. It’s all about 

creating positive thinking and 

doing things in moderation. 

15

A Day in 

the Life of... 

the Direct 

Marketing team 

The Direct Marketing team works with partners 

to expand revenue and loyalty opportunities by 

offering their customers insurance products 

tailored to meet their protection needs. 

16

Marcus Giles, 

Vice President & Regional Head 

of Direct Marketing 

Asia Pacific 

Direct Marketing (DM) is the flagship business unit of 

Accident & Health, contributing 65% to the billion-dollar 

business in the Asia Pacific region. 


Running a 

DM business is 

about several 

moving parts 

coming together 

to achieve our 

objectives. It is 

akin to racing in 

a F1 Grand Prix... 

“Running a DM business is about several moving parts 

coming together to achieve our objectives. It is akin to racing 

in a F1 Grand Prix, with the driver supported by the technical 

and logistics teams to move fast and win the race. Teamwork 

really matters. 

As our insureds are individuals or families, DM is very much 

a consumer business. Enhancing the customer experience 

throughout the purchase journey is important. Besides 

offering insurance products relevant to the lifestyle of today’s 

discerning consumers, adopting a multi-channel distribution 

approach maximizes opportunities and manages risk. Korea 

is Chubb’s most successful country, not only regionally but 

globally, in achieving this.” 

Korea’s dynamic Direct Marketing team adopts a multi-channel distribution strategy to achieve success 

19 17

Andrea Kwon Jong Pil, 

Deputy Head of Consumer 

Korea 

As the Deputy Head of Consumer Business in Korea, I oversee 

several teams, including Direct Marketing, Data Analytics, 

Synergy Telemarketing (TM) and Save Desk/ Conservation. 

There are 35 of us, excluding the Telemarketers (TMR). 

We live and 

breathe our Plan 

targets so that we 

will achieve a 

good combined 

ratio. 

We live and breathe our Plan targets so that we will achieve a 

good combined ratio. It begins with teamwork where the DM 

and Data Analytics teams collaborate to uncover opportunities 

of a partner’s customer segments. In addition, I ensure we all 

communicate regularly with existing partners to deepen our 

relationships. 

At any one time, we are running about 40 campaigns. There 

are lots of moving parts to monitor and track to make the 

right decisions. I also keep a keen eye on our competition so 

as to develop effective marketing plans with the DM team. As 

a result, we are the second largest insurer in Korea for DM 

today. 

Combining strengths of telemarketing 

and data analytics 

Telemarketing is our core sales force. Our 1,600 TMRs hit a 

higher conversion rate when they are given good quality and 

quantity of leads. This is where our Data Analytics experts 

come in to ‘do modeling’. When they apply data, predictive 

or smart allocation modeling, we are more precise in 

targeting and Outbound Telemarketing (OBTM) achieves 

better conversions. 

Korea is one of the rare countries in the region to practise 

Inbound Telemarketing (IBTM) with sustained success. 

Through the Home Shopping channel and broadcasting 

infomercials on cable TV, 30% of the DM GWP is generated 

through incoming calls to make a purchase. Crafting the right 

script and designing an effective campaign to convert the 

callers is both an art and a science. 

Three qualities of a Top Performing Telemarketer 

1 2 3 

Good Attitude 

Sales-minded 

Results-focused 

18

Our 2017 plan is 

very ambitious - 

to open 10 more 

centers within 

the year. 

Jacob Hyeok-Jae Shin, 

Head of Non-Dental Telemarketing / 

Consumer Line Synergy Telemarketing 

Korea 

After years of being successfully entrenched in selling dental 

products, there was an urgent need to expand our product 

offering in DM. In February 2016, Synergy Telemarketing (TM) 

was established as an in-house telemarketing center to 

specialize in selling non-dental products. I joined the company 

then to lead the team. 

Biggest challenge 

Today, I oversee 16 TM centers, of which 10 are running 

campaigns in-house while the remaining six are outsourced 

centers. I am fortunate to have five experienced TM Managers 

and four support staff in my team. Our 2017 plan is very 

ambitious - to open 10 more centers within the year. It also 

means hiring 500 more TMRs! 

Difficulty in recruiting experienced TMRs 

I work very closely with the TM Managers to find solutions for 

TMR recruitment, retention and training. Selling products such 

as cancer and kids plans was something Chubb had not done 

for some years and as Korea is a well-developed market for 

such products, we need to be at our very best to compete. This 

also means that recruiting experienced TMRs is difficult. Hence, 

we have to be flexible enough to take on new people with 

different experiences and deploy our training to get the best 

out of each individual. 

Sheer volume of campaigns 

Since joining Synergy TM, I have launched more than 15 

campaigns, which is more than one campaign per month. The 

sheer volume of campaigns can be very overwhelming but my 

motto is, “Nothing is impossible. We CAN DO it as we are 

craftsmen of insurance!” 


Top three non-dental products 

1 2 3 

Critical 

Illness plan 

Residential/ 

Housekeeping plan 

Kids plan 

19

Agustina (Tina) Rizani, 

Head of Telemarketing 

Indonesia 

As I helm Telemarketing in Indonesia, I interact with the DM 

Manager to ensure the campaign is set up effectively. Then, I 

discuss strategies with my team to meet our aggressive sales 

targets. Together, we have strong engagement with our TMRs so 

that they are working at an optimal level. 

As we do not use 

any recruitment 

agency or 

advertise, our 

recruitment 

strategy has to 

be innovative. 

In general, we find that married TMRs and TMRs who live in 

boarding houses in Jakarta are most motivated. Having a family to 

care for or paying a monthly rent certainly motivates them to 

exceed their sales targets. 

Innovative recruitment strategy 

Indonesia is a young and growing market where we face stiff 

competition from other employers in hiring talented people to join 

TM. As we do not use any recruitment agency or advertise, our 

recruitment strategy has to be innovative to yield the desired results. 

Therefore, we started the ‘member get member program’, 

especially to hire top TMRs in the market. We also organize an 

‘Alumni Night’ every year by inviting ex-Chubb TMRs to the event. 

Usually, 35% of the attendees are willing to re-join once we 

convince them of our support and incentive scheme. 

We also leverage social media/networking platforms to share job 

vacancies. We post team events to show that working at Chubb is 

fun. Our TMRs appreciate the team events and they share them 

with their friends who work in other call centers, thereby 

contributing to the success of the ‘member get member program’. 

The vibrant atmosphere among the Telemarketers in Indonesia keeps them highly motivated 

20

Three interesting things you need to know 

about Telemarketing: 

1 

2 

The sales script equips TMRs with a structure to optimize a call. It has four components: 

 

 

 

 

An average TMR works on 1,000 - 1,500 leads per month, making between 54,000 and 

81,000 calls per year with an average talktime per call between 30 seconds and 20 minutes. 


3 

A predictive dialer improves efficiency by speeding up the outbound calling. 

Direct Marketing (DM) by the Numbers, 

based on 2016 data: 

Top 3 DM 

countries (NWP) 

Korea 

Thailand 

Singapore 

3,300 

telemarketers 

60 partners 

in the region 

5.16 million 

active policies 

331,855 

closed claims 

US$133 million 

paid claims 

21

Impact 

| Special Feature | 

Hopefully, what I did for 

him had made him 

stronger and gave him 

the fighting spirit. 

Since 2002, Dr. Mozes Bernard Homenta, Claims Medical Case 

Monitoring Manager of Chubb in Indonesia has been volunteering for 

the humanity and health mission of Tzu Chi International Medical 

Association (TIMA) in Indonesia. TIMA is a global service network of 

over 5,500 licensed doctors and nurses who serve as volunteers. 

The program provides free medical care, including treatment and 

education, for the underprivileged. 

Dr. Mozes is currently a committee member of TIMA in Indonesia. In 

this role, he is responsible for coordinating the association’s network 

of doctors and activating available personnel for any activity in local 

cities and regions. 

On why he chose to serve as a volunteer at the organization, Dr. Mozes 

said, “I’m supporting this mission because it’s founded on universal 

love and the passion to help the needy regardless of tribe, religion, 

ethnicity and race. This is aligned with my personal values and goals.” 

Dr. Mozes (above right) exemplifies the spirit of 

craftsmanship combining the art of treating his 

patient with the science of healing his illness 

He encountered one of his most memorable experiences during a visit 

to a nursing home in East Jakarta. There, he met a 60-year-old man 

who was abandoned by his family for over five years. After conducting 

some health examinations on him, Dr. Mozes diagnosed the elderly 

man as suffering from high blood pressure and diabetes. In addition to 

medical treatment, he provided counseling to the man to comfort and 

motivate him. Dr. Mozes said, “Hopefully, what I did for him had made 

him stronger and gave him the fighting spirit to live out the rest of his 

life at the nursing home.” 

24 22


Thailand clinches award for 

‘Country with the most successful 

RDS activity’ 


The coveted ‘Country with the most successful RDS activity’ award 

for 2016 went to Thailand. Kudos to the life and general insurance 

teams for their combined effort in organizing an English@Heart 

camp for 150 underprivileged students in the Children’s Discovery 

Museum in Bangkok. The camp forms part of a long-term initiative 

to teach Thai students from public elementary schools the 

importance of learning and using English as a means to thrive and 

compete in the broader South East Asian community. 

Inaugurated in 2012, the annual Regional Day of Service (RDS) 

underscores Chubb’s firm belief that positive contributions to 

communities return long-lasting benefits to society and the 

company’s employees and business. In November last year, 

employees across the Asia Pacific region devoted their time to 

various charitable projects focused on two main causes – 

increasing educational opportunities for underprivileged students, 

and improving the livelihood for individuals and communities. 

The Thailand teams were recognized for the preparations and 

execution of their RDS activity which exemplified the attributes of 

Chubb’s 'craftsmanship', namely: innovative thinking, 

resilience/can-do attitude, and excellence in execution. 

The English@Heart camp was abuzz with a series of fun 

activities designed to motivate children to enjoy learning English 

This is the second win for Thailand after having clinched the 

inaugural award in 2014. 

The senior management teams of Chubb’s life and general insurance operations at the certificate presentation ceremony for students who 

participated in the camp 

23

New Zealand 

New Zealand helps families in need 

during the festive season 

Over the festive season, Chubb in New Zealand supported 

United Way, an independent, volunteer-based organisation 

that encourages generosity by brokering resources (money, 

time and skills) between individuals, businesses and the 

community. The team embraced United Way’s ‘Shoebox’ 

initiative by supplying and decorating empty shoe boxes, and 

filling them with a variety of items out of their own pockets. In 

total, 39 boxes were handed to various Auckland families in 

need, in conjunction with the Salvation Army – a testament to 

the New Zealand team’s kindness and generosity. 

Shoeboxes filled with gifts for families in need 

Thailand 

Commemorating Children’s Day with 

US$28,500 donation 

In January, Chubb in Thailand made a donation of US$28,500 

to support the construction of a health station at Ban Khlong 

Takhian Chai Border Patrol Police School, Sakaew province, a 

project initiated by H.R.H. Princess Maha Chakri Sirindhorn. 

This is the seventh Border Patrol Police school Chubb has 

supported. We are hopeful that all the support from Chubb 

will enhance the quality of life, health and educational 

opportunities for the youth who are the future of Thailand. 

Nittaya Piriyathamwong, Country President of Chubb Samaggi 

(middle) at the cheque presentation ceremony at the Border 

Patrol Police Bureau Headquarters 

Instant flood claims service for Southern 

Thailand 

Twelve out of 14 provinces in southern Thailand faced the 

most severe flooding in 30 years in January. The disaster 

caused the deaths of 20 people with over 300,000 

households and almost 1 million people affected. 

The team in Thailand immediately formed the ‘Flood Claims’ 

working group, comprising individuals from the residential 

and motor claims teams, to help customers living in the 

impacted areas. The Chubb pop-up claims stations were 

promptly set up at several Siam Commercial Bank’s branches, 

our distribution partner. 

Claims stations were also organized at Chubb branches in 

Surat Thani and Nakhon Si Thammarat to serve customers in 

the affected provinces. In addition, mass media was used to 

broadcast the availability of claims assistance in the three 

major provinces in the South. 

Thanks to the tireless efforts of the claims team, including 

branch and agent representatives, customers experienced some 

relief during a very trying time 

24

Testimonials 

Australia 

Financial Lines claims service winning client praise 

Financial Lines’ Senior Claims Specialist Stephanie Morrison recently received 

excellent feedback from one of Chubb Australia’s GBU clients, Shaw & Partners, 

Australia’s largest independent stockbroker and a client since 2013. We received 

notification from the firm’s broker late on a Friday afternoon that it was working to 

mitigate a complaint and needed urgent assistance. Stephanie promptly responded 

to the broker contact and within three hours had granted indemnity, to the firm 

CFO’s delight and relief. Fantastic work from Stephanie, demonstrating execution 

at its best and the value of great service to a significant client. Plus, Stephanie’s 

efforts also serve a strong example of the Chubb claims difference and our superior 

handling. Well done, Stephanie! 


Malaysia 

Excellent service and execution 

Thank you so much Felicia for facilitating a smooth and safe journey for my mum. 

You and your team were most professional. I was so distraught seeing my mum in 

so much pain but you all were sympathetic, patient, supportive and efficient. 

Bless all your kind hearts. 

Warm regards 

Elizabeth Lee 

A compliment from an 80-year-old insured’s daughter for Felicia Teh, Unit Head 

for A&H Claims and her team from Chubb in Malaysia for their excellent service. 

Felicia and team had done a fantastic job in facilitating a smooth journey for the 

insured to be transferred back to Malaysia when she fractured her right hip due to 

a fall whilst in Singapore. 

Malaysia 

Building customer satisfaction through professionalism 

Dear Ms Cheong, 

Thank you very much for your efficient handling of my claim regarding 

the damaged suitcase. I also wish to thank you for being accessible 

regarding matters relating to this claim. Your professionalism makes all 

the difference. 

Sincerely, 

Dr Davekumar Lexminarayana 

A compliment for Cheong Pui Yee, A&H Claims Handler, Malaysia. 

25

Replay 

Here are some photos as a 

round-up of events which were 

organized around the region. 

26

Australia 

Relaunching Masterpiece 

Masterpiece launch events were held around 

Australia in late November. The Sydney event 

was held on 30 November at Beta Bar in the 

Central Business District. 


Sydney Masterpiece launch event 

Sydney 2016 Christmas party 

The Sydney team got together to celebrate a 

big 2016 at the Christmas Party on 3 December 

at Watson’s Bay Hotel, where the theme was 

the trashtastic ‘80s! 

Members of the Sydney team in their ‘80s finest at the Christmas party 

Hong Kong 

A candy colored year-end party 

The team in Hong Kong celebrated in style as 

they donned the Chubb corporate colours 

during their year-end party on 2 December. 

Fun and games, the Best Dressed competition 

and Long Service awards added to the 

festivities. 

Doug White, Country President of Chubb in Hong Kong (second from right) with 

recipients of the 25 years Long Service award - Carol Ngai (left), Patrick Wong (second 

from left) and Dora Au (right) 

Read More 

https://village.chubb.com/photoAlbums/6150 

Pokémon Run 

Chubb was one of the corporate sponsors for 

the 2016 Pokémon Run which was held during 

3-4 December at Shatin Science Park. More 

than 40 colleagues joined both the 5 km run 

and family fun run with their families and 

friends, making it a highly enjoyable event. 

Read More 

https://village.chubb.com/photoAlbums/6268 

The enthusiastic A&H team getting ready for the 5 km run at the starting point 

27

Supporting the Green movement 

On 21 January, 11 Chubb colleagues formed a 

team and joined the 24 th Green Power Hike 

where they hiked from Parkview to Big 

Wave Beach within five hours. Over 3,000 

participants joined the event which raised 

more than US$645,000 for the charity 

focused on promoting environmental 

education. 

Read More 

https://village.chubb.com/community/asia-pacific/hong-kong/hk-non-life-news/blog/2017/01/23/kudos-to-the-25km-green-power-hike-team 

Kudos to the 25 km hikers who celebrated their success with a cold beer 

Indonesia 

Movie night fun 

During 18 January - 1 February, the A&H 

Department in Indonesia held four movie 

night events in Jakarta and Surabaya. Six 

hundred people attended the events 

comprising corporate business partners, 

brokers, and travel agents. Adi Darmaputra, 

A&H and Bancassurance Director, took the 

opportunity to highlight the company’s name 

change. 

Eager attendees awaiting the start of their movie treat 

Launch of Chubb Syariah 

To commemorate the name change of our 

Syariah-compliant subsidiary to Chubb 

Syariah, an opening ceremony was 

organized on 26 January at their new head 

office in Chubb Square. In attendance was 

Anton Fahlevie, President Director of 

Chubb Syariah (far left in picture), who 

shared the vision of the company with the 

employees. 

Celebrating the company name change to Chubb Syariah with cutting of nasi tumpeng 

BNI partnership kicks off 

Chubb and BNI launched a new 

bancassurance product on 31 January at 

Menara DEA, Chubb’s telemarketing centre. 

After his kick-off speech, Adi Darmaputra, 

A&H and Bancassurance Director, led the 

BNI Management Representatives on a tour 

of the TM facilities. 

28 

BNI guests impressed with Chubb’s telemarketing center

Fostering employee bonding 

To build camaraderie between employees 

of Chubb’s general insurance operations 

and those of Chubb Syariah, a team building 

event was organized on 18 February. 


Employees working together during the team building session 

Malaysia 

Showcasing craftsmanship 

In conjunction with the Lunar New Year 

celebration and as part of its effort to 

promote Craftsmanship internally, Chubb in 

Malaysia organized a Traditional Chinese 

Craft Workshop and Demonstration where 

employees tried their hands at Chinese 

calligraphy, paper lantern making and 

traditional paper cutting. 

Participants happily showing off their beautiful handmade paper lanterns 

Read More 

https://village.chubb.com/docs/DOC-346163 

Financial Carnival 

The Malaysian team recently participated 

in the Financial Carnival held in 

collaboration with the Central Bank of 

Malaysia. Joining other financial 

institutions, the Chubb team promoted 

awareness of the availability of financial 

products to the public. 

Read More 

https://village.chubb.com/docs/DOC-346162 

Chubb took the opportunity to showcase its brand at the three-day Financial Carnival 

which was attended by close to 20,000 participants. 

New Zealand 

Masterpiece launches in New 

Zealand 

The launch event was held in an art gallery in 

Auckland on 1 March. Guests were treated to a 

lovely evening of art, food and wine. Since the 

soft launch in January, much interest was 

generated in the market, with the first policy 

written within three days. 

Read More 

https://village.chubb.com/people/AXBROO/blog/2017/01/08/masterpiece-is-here-in-new-zealand 

The guests were treated to a unique experience at the Auckland Art Gallery 

29

Philippines 

A year-end celebration 

On 16 December, the Philippines team held 

their year-end party at the Shangri-La Hotel 

in Bonifacio Global City. This yearly event 

celebrates the team’s hard work and 

successes and is made more memorable 

through the performance of new joiners to 

the team. 

Entertained by Chubb’s own ‘stars’ 

Singapore 

Brand-building through the 

Merlion Sprint Festival 

In its continuing efforts to raise brand 

awareness in Singapore, Chubb sponsored 

the Merlion Sprint Festival on 19 November. 

Led by Tanglin Trust School which has a 

vibrant sports culture for its students, more 

than 500 swimmers from leading international 

schools such as United World College, 

Singapore American School and St Joseph’s 

International participated in the event. 

The Chubb logo was prominently displayed on the screens, official t-shirts, lanyards 

and the medal backdrop on-site 

CIS makes a splash 

The Custom Industry Solutions (CIS) team 

participated in the Singapore Infocomm 

Technology Federation (SiTF) 

meet-the-members session on 30 

November. The session was a good platform 

for Chubb to raise awareness about its 

product capabilities and expertise for the 

Technology industry. 

Kevin Stevens introduced our suite of risk management solutions for Technology 

companies at SiTF 

Masterpiece promoted at two art 

events 

In January, Chubb in Singapore was an official 

partner and show sponsor of Art Stage 

Singapore 2017 and Singapore Contemporary 

2017 respectively. At both art fairs, Chubb’s 

booth became a living room displaying 

damaged art pieces and sculptures. Fair 

attendees learned how Masterpiece could 

protect their valuable art pieces. 

30 

Engaged agents at the Chubb booth

Courting agents 

To relaunch the agency distribution channel, 

an event was organized at CHIJMES on 19 

January. The evening provided ample 

opportunity to educate existing and new 

agents about our broad product suite and 

capabilities. 


Keeping agents rapt in attention at the agency distribution event 

Taiwan 

Celebrating a successful 

partnership with Fubon 

Fubon is the largest P&C insurance company in 

Taiwan, with Chubb as one of its most important 

reinsurance partners. 

A successful year of cooperation with Fubon 

Ben Chen, General Manager of Fubon was 

present at the Christmas gathering organized by 

Chubb and expressed his appreciation for the 

collaboration leading to growth opportunities for 

both companies in the handset accidental 

damage program with Taiwan Mobile and Asia 

Pacific Telecom. 

Thailand 

SCB Minions Plus debit card debuts 

Ms. Nittaya Piriyathamwong, Country President of Chubb Samaggi, shaking hands with 

Miss. Pakachat Taychaburapanone, Executive Vice President of Siam Commercial Bank (right) 

Through a joint initiative with Chubb in 

Thailand, Siam Commercial Bank (SCB) 

launched the SCB Minions Plus debit card. 

Designed with the trendy, colorful ‘Minions’ 

cartoon characters, the card is positioned as a 

first-class debit card combining a smooth 

customer experience in cash withdrawal from 

ATMs globally, cashless payment for goods or 

services, and a timely insurance coverage that 

offers protection against personal accidents 

and robberies. 

Vietnam 

Year-end revelry 

The team in Vietnam held their year-end party 

for employees at Novotel hotel in Ho Chi Minh 

City on 6 January. During the event, awards were 

given to recognize dedicated staff as well as the 

top performing team in 2016. 

Employees let their hair down in a night of fun and celebration 

31

On The 

Rise 


Winning the President’s Award 

Fah Mahanavanont, Chief Financial Officer of Chubb Samaggi, clinched the 

prestigious President’s Award for 2016. 

Working in Chubb - an organization with a strong culture and teamwork – 

motivates her to deliver superior service. As a craftsman who constantly 

seeks improvements, Fah learns insurance best practices through working 

with colleagues both locally and regionally. Their advice and 

recommendations have helped her to improve workflow processes to 

deliver better service to both internal and external stakeholders. 

According to Fah, “In addition to a ‘can do’ attitude, I think to excel as a 

craftsman, one has to uphold strong ethics, be respectful of others and be 

client-focused. Needless to say, working together with others as a team 

helps to build my leadership skills.” 

Proud to be part of Chubb, Fah promotes 

teamwork and accountability among her team 

members to deliver quality service to others 

She added, “As a leader, I believe in the personal development of my team 

members by coaching and training them. More importantly, I encourage 

them to have a strong sense of pride as a Chubb employee.” 

Craftsman of the Year 

The region-wide search for the ‘Craftsman of the Year 2016’ concluded in 

December last year with Margaret Tsai, Assistant Vice President, Group 

Insurance in Taiwan winning the accolade. 

Margaret has established herself as a seasoned insurance professional during 

her 15-year tenure with the company. She epitomizes the attributes of a 

superior craftsman with her passion as well as ‘can do’ and 

relationship-focused attitude. In tailoring insurance solutions to address 

clients’ needs, she believes in winning them over with her sincerity and 

professionalism, and not always based on the most competitive price. 

According to Margaret, “You’ll help the company gain profit and earn your 

remuneration if you treat the premiums earned and claims paid as if it’s your 

own business.” 

Margaret sustains her drive for excellence 

through good work-life balance: spending 

quality time with her loved ones, as well as 

enjoying her leisurely strolls during office 

breaks and watching her favorite 

Korean dramas 

Marking a milestone in her career, the award has given Margaret new drive 

and courage to scale even higher. She constantly motivates her team with 

these words of advice on craftsmanship, “Be aggressive and determined. Be 

meticulous but decisive in what you’ve planned or do.” 

32

Malaysia 

And the ‘2016 Can Do’ award goes to... 

Emily Saw was crowned the grand winner of the ‘2016 Can Do’ award at the 

Staff Dinner and Dance 2016 held at the Grand Hyatt, Kuala Lumpur. 

As the company continues to recognize and reward outstanding employees, 

a new award that reflects Chubb’s craftsmanship will be announced for 2017. 


Proud winner of the ‘Can Do Award’, Emily Saw together with Country President of Malaysia, 

Steve Crouch 

New Zealand 

New Zealand wins Country of the Year 

The 2017 Asia Pacific Regional Kick-Off Conference was held in Sydney from 

12-14 December. While the event was for the region to gather and discuss 

strategy and plans for 2017, attendees took some time out to mark and 

celebrate 2016 at the Gala Dinner. Among the awards presented at the dinner, 

New Zealand took home the prestigious Country of the Year prize. The award 

was a testament to the hard work and determination Country President 

Andrew Brooks and his team showed during the year. 

The New Zealand team celebrating their win with members of the management team for 

Asia Pacific 

33

Tribute 

To Our Long 

Service 

Employees 

We salute our employees for their 

dedication and tireless efforts. 

34


35 

Malaysia 

Beng Sun Quah 

25 

Malaysia 

Hwong Hwong Tiong 

Yoke Khim Chin 

Thailand 

Dhanu Chuemahawan 

Jetsadee Boonmee 

35

20 10 

Australia 

Michelle O’Dowd 

Steve De Gruchy 

Tenille Mielczarek 

Hong Kong 

Kaman Cheung 

Malaysia 

Jit Eng Lim 

Kim Hok Lim 

Melina Sylvia Ann 

Thye Pin Ng 

Singapore 

Ben Chin 

Peter Wong 

15 

Australia 

Clint Leach 

Gowri Raveendran 

Gyatri Krishna 

Rukshana Muneshwar 

China 

Sally Hao 

Hong Kong 

Cherry Ng 

Singapore 

Stephen Capon 

Thailand 

Chaiyut Promphet 

Napaporn Saelee 

Uraiwan Chaiteeraphankul 

Australia 

Annie Tran 

Belinda Fyson 

Craig Boal 

Rob Peel 

Yiota Zammit 

China 

Allen Yu 

Catherine Bao 

Ella Zheng 

Fred Lu 

Helen He 

Jessie Gu 

Leon Liu 

Monica Yang 

Steven Yang 

Vivian Liang 

Wade Wang 

Indonesia 

Titi Rohmiyati 

Korea 

Ji-Soo Han 

Joo-Mi Kwon 

Malaysia 

Jyh Haur Lou 

Lucy Kua 

Mohd Saiful Adli Bin Bahari 

Siew Fan Joon 

Soo Fun Tan 

Singapore 

Andrew Kingsford 

Thailand 

Chaiyakorn Charatvaraphan 

Janya Boonkoy 

Prathan Saeng-in 

Punyanooch Srithong 

Saranya Jandensaeng 

Somkeait Sriprajun 

Vilawan Meejeang 

36

5 


Australia 

Adrian Salamone 

Andrew Hulks 

Ashkan Ghaffari 

Austin Colotti 

Catherine Hubschmann 

Craig Jokela 

David Jones 

Fiona Mannion 

Hamza Tariq 

Kane Bennett 

Mairead Perkins 

Mark Holmes 

Nicholas Bain 

Ogie Celestine 

Tani Rahim 

Van Le 

Wim Matthys 

China 

Kaine Yao 

Yves Liu 

Indonesia 

Andri Hendarto 

Anggara Riyandito 

Farid Kurniawan 

Irene Limantara 

Joko Sutanto 

Hong Kong 

See Leung 

Malaysia 

Chee Koon Chua 

Eng Chaeng Loke 

Fatimah Binti Ahmad 

Kim Yang Loh 

Mary Margaret A/P S.Pereira 

Mastaniah Binti Sabri 

Mohd Faizul Redzuan Bin Muhamadom 

Siew Yiung Ling 

Tzee Heng Pang 

Singapore 

Daniel Tedeschi 

Doris Kng 

Ezra Prakasha 

Jakkapan Lauangnarumitchai 

Jennifer Yambao Galvan 

Ki-Ha Shin 

Marcello Nusiner 

Maria Teresa Elardo Villaflor 

Oliver Donkersley 

Tan Er Wynn 

Thailand 

Chaidej Tuchaneeyawet 

Nitima Ninlayakanon 

Somboon Pornsri 

Thanida Chiewchankit 

Thotsapaul Lumpamoke 

Vietnam 

Than Hoang Anh 

Korea 

Min-Jung Kim 

Seung-Yoon Lee 

Woo-Il Shim 

37

Intelligence 

Blockchain in Insurance 

The technology behind Bitcoin is the blockchain, 

a decentralized and distributed ledger of transactions 

allowing collective bookkeeping in an immutable ledger. 

Why should you care? 

A blockchain is essentially a record, or 

ledger, of digital events - one that’s 

“distributed” or shared between many 

different parties. It can only be updated 

by consensus of a majority of the 

participants in the system. And, once 

entered, information can never be 

erased. The blockchain contains a certain 

and verifiable record of every single 

transaction ever made. 

Evolving role of 

financial institutions as 

trust is decentralized 

Disrupt business 

models focused on 

extracting value when a 

transfer in value 

between parties occurs 

Shift in customer 

expectations as 

competitors set the 

standard of faster 

service 

38

Given its ambitious potential to 

drive simplicity and efficiency 

through the establishment of 

new financial services 

infrastructure and processes, 

this technology is rapidly 

gathering momentum within 

the insurance industry. 

$ 

474M 

24+ 

countries investing in blockchain 


VC-backed Bitcoin and blockchain 

fintech investment activity 

$ 

80M 

$ 

299M 

90+ 

corporations have joined 

blockchain cosortia 

$ 

3M 

$ 

1M 

2011 2012 2013 2014 2015 

4+ 

R3* consortium members 

focused on exploring blockchain 

applications in Insurance 

New insurance processes and business models built on blockchain 

will call into question current orthodoxies and challenge multiple 

pain points that are prevalent across the value chain. 

Current pain points 

Inefficient 

exchange of 

information 

Limited 

underwriting 

accuracy 

Fraud-prone 

Complex 

liability 

assessments 

for syndicates / 

reinsurance 

Use of 

middleman 

Fragmented 

data sources 

Manual claims 

review and 

processing 

We believe underwriting and claims processing are the dominant applications in the 

industry, with early adopters of blockchain investing primarily in these use cases. 

*R3 is a financial innovation firm that leads a consortium partnership with over 80 of the world’s leading financial institutions and regulators. They work 

together to design and deliver advanced distributed ledger technologies to the global financial markets. 

39

Within underwriting, the 

technology can help reduce 

costs, improve risk assessment, 

and enhance client onboarding. 

P&C insurance underwriting impacts 

Risk assessment 

Quoting 

Onboarding 

1 

2 

3 

Enable trusted and verifiable 

provenance information 

Provide transparency on 

existing or past insurance 

policies and claims associated 

with property and/or insuree 

Enable shared interface with 

trusted third-party data 

providers (i.e., real state 

registry, notary services, 

public records, etc.) 

1 

2 

Improve accuracy of pricing 

through transparent 

quantification of risk and 

disintermediation of 

third-party intermediaries 

Provide digital smart contracts 

to capture obligations and 

terms binding the insuree 

and insurer 

1 

2 

Enable capture of immutable, 

trusted, and verifiable 

information based on digital 

cryptography 

Provide fast, seamless, and 

transparent experience in 

binding policy to insurees 

Benefits 

Efficient exchange 

of information 

Improved risk 

profiling 

Automation 

through smart 

policy 

40

Similarly, the technology can 

fundamentally alter claims 

submission processes to reduce 

fraud and improve customer 

experience. 


P&C insurance claims processing impacts 

Claim Registration 

Claim Assessment 

Payment and Closure 

1 

Provide trusted and verified 

submission of claim data 

and/or documentation 

1 

Provide access to validated 

external data through trusted 

sources (i.e., oracles) 

1 

Provide automatic payment 

to insurees through smart 

contracts 

2 

3 

4 

Enable automated 

pre-assessment of the loss 

coverage against the policy 

In case of smart assets/ 

properties, enable claim to be 

securely and automatically 

submitted without human 

intervention 

Automate process to engage 

repair and assistance providers 

in order to reduce response 

time and ensure use of 

preferred suppliers 

2 

3 

4 

Enable automated 

determination of loss liability 

Enable automated assessment 

of loss coverage for syndicates/ 

reinsurance 

Enable programmable 

escalation to human decision 

making in case of complex risks 

Benefits 

2 

Provide immutable and 

transparent proof of claim 

settlement 

Simplified / 

automated claim 

submission 

Reduced 

fraud loss 

Enhanced customer 

experience and 

no manual inspection 

Automated 

compliance 

Source: Deloitte Canada 

41

42 

Stay tuned to what’s 

coming up

Apr 

1 - 4 

Sydney, Australia 

2017 Steadfast Conference 

Chubb is a major sponsor of 

Australia and New Zealand’s 

largest insurance conference. 

18 - 21 

4, 8, 22 

Klang, Kuala Lumpur, 

Johor Bahru, Malaysia 

Marine Cargo Product 

Development and E-System 

Facility Training 

The objective of the training is to 

create awareness of marine 

cargo product development to 

help increase sales & production 

for our intermediaries. 

12 

Beijing, China 

Beijing Branch Opening 

The event celebrates the 

Beijing Branch opening and 

introduces Chubb to the local 

market. 


Macao 

2017 National Agency 

Convention for Malaysia’s agents 

The Convention focuses on 

Chubb's business goals and new 

products for agency distribution. 

6 

6 - 7 

May 

Penang, Malaysia Beijing, China 

15 - 16 

Manila, Philippines 

Marine Cargo Product 

Development and E-System 

Facility Training 

The objective of the training is 

to create awareness of marine 

cargo product development to 

increase sales & production 

for our intermediaries. 

Asia Motor Insurance & 

After-sales Market Summit 2017 

The event gathers global 

specialists from motor, 

insurance and technology 

areas, to feature the latest 

policies and industry trends. 

2017 Global Benefits Forum by 

Lockton 

Chubb is a sponsor of the 

forum where up to 100 

corporate clients from the 

region will learn about industry 

trends in employee benefits. 

15 - 16 

Jakarta, Indonesia 

18th Asia Conference on 

Bancassurance and Alternative 

Distribution Channels 

Learn about the future of 

bancassurance in a disrupted 

world where innovative 

distribution strategies have to 

achieve scale for success. 

18 - 20 

Phuket, Thailand 

2017 National Agency 

Convention for Malaysia’s agents 

The Convention focuses on 

Chubb's business goals and new 

products for agency distribution. 

23 - 26 

Singapore 

11th Annual Health Insurance Asia 

The region’s premier healthcare 

insurance conference where 

insurance and healthcare 

industry players convene to 

develop customer-centric 

solutions. 

Jun 

13 - 14 

Beijing, China 

13 - 14 

Osaka, Japan 

9th China International Insurance 

Summit 2017 

The summit covers the latest 

developments, best practices as 

well as various challenges in the 

Chinese insurance industry. 

CAPA LCCs in North Asia 

CEOs from most of the Low Cost 

Carriers (LCC) in the region and 

beyond – along with many key 

airport, government and other 

industry leaders – will address 

the complex issues facing 

airlines and airports as the role 

of LCCs evolves. 

43

44 

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Signature 

Asia Pacific Quarterly Newsletter | March 2017 

Australia 

Strong and steady amidst 

Intense Competition 

 

every issue so we can continue to 

 

 

 

 

enjoyed this issue of Signature 

mailto:AP.communications@chubb.com 

45

Acknowledgements 

Signature is a quarterly electronic publication 

produced by Chubb in Asia Pacific. Its goals are to 

promote corporate identity amongst employees, 

disseminate important messages and acknowledge 

achievements. All employees in the region are welcome 

to contribute contents to this enewsletter. 


We would like to thank the following for their contributions to the 

March 2017 issue: 

Contributors 

A Day in the Life of... 

Marcus Giles 

Andrea Kwon 

Jacob Shin Hyeok Jae 

Agustina Rizani 

Siti Supiaton 

Yoon-Sin Park 

Annie Yong 

Koh Lee Cheng 

Tham Yein Mei 

Jaime Phong 

Edward Kopp 

Country Spotlight 

Sophie Argiriou 

Hot Seat 

Jeslyn Tan 

Impact 

Dr. Mozes Bernard Homenta 

On The Rise 

Fah Mahanavanont 

Margaret Tsai 

Replay 

Phoebe Sadiasa 

Communications Representatives 

Australia and New Zealand 

Andrew Martin 

Anna Frilingos 

China 

Valen Lin 

Hong Kong 

Ophelia Chan 

Indonesia 

Dinar Puja Ginanjar 

Korea 

Yoon-Sin Park 

Malaysia 

April Lim 

Reis Wong 

Philippines 

Apple Sta. Ana 

Singapore 

Juliana Lim 

Sharon Ho 

Taiwan 

Maggy Tsai 

Thailand 

Nitjawan Khooha 

Chaweewan Nojit 

Vietnam 

Thy Khue Huynh 

Editorial Board 

Michele Anne Minjoot, Valerie Loke, Petrina Ong, Judy Tan, Jannie Lim 

46

Chubb March 2017

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