The COVID-19 pandemic has had a profound impact on all sectors of society in Hong Kong and around the world. It has changed the way we live in a major way and urged us to rethink what, and who, truly matters in our lives. Taking up the role of CEO of AIA Hong Kong and Macau at this pivotal moment means more than a drive and a great honour. It is also a calling that urges me to think solemnly about how the AIA team and I can step up our efforts in safeguarding the things and people dearest to the heart of our customers.
The emergence of the new virus has highlighted the reality that no one has the power to predict the future. Yet, it has made us all the more determined – not only to remain steadfast in our role as an insurer and protector, but to become a trusted partner of our customers on their health journey. Our customer-centric philosophy propels us to keep exploring and understanding how they think and what they desire. For AIA to provide a holistic suite of well-designed protection products and insurance solutions is but a basic requirement. What we pledge, rather, is to meet and exceed customer expectations.
As a market leader, we have been a pioneer in leveraging digital technology in our business, adopting artificial intelligence and big data analysis for solutions such as the mobile app “AIA Connect”, industry's first hospital-backed telemedicine service, and industry’s first Robotic Investment Choice Service. Beyond helping customers secure protection, these solutions make it easier for them to manage their wealth and health, and to lead a bountiful and healthy life.
With game-changing initiatives like the AIA Vitality wellness programme which defies the traditional insurance concepts and features technology applications to reward customers for living healthy, the Personal Medical Case Management Services for those unfortunately diagnosed with critical illnesses, and protection products that provide covers for existing and unknown serious infectious diseases, we are determined to stand by our customers throughout their health journey of prevention, treatment, rehabilitation and protection.
Today, people realise that social distancing has not weakened the connection they share with others at all. Instead, they have a renewed urge to cherish what matters the most in life, and to better plan for themselves and their loved ones. With a deep understanding of the needs and expectations of our customers, we will proactively respond to the ‘new normal’ and altered lifestyle. As always, we remain committed to providing customers with the staunchest support and the most comprehensive protection.
We love Hong Kong and are always seeking ways to bring positive changes to the community. Through AIA Foundation, we make every endeavour to nurture the younger generation in Hong Kong and to help the underprivileged. We firmly believe that as we join hands to build a prosperous future together, every one of us can thus enjoy “Healthier, Longer, Better Lives” together.
Alger Fung Chief Executive Officer AIA Hong Kong & Macau
Message From Honorary Chairman
Through a world-class branding strategy and a multi-line product range, AIA has been a market leader in life insurance in Southeast Asia. Our leadership in the industry, both in terms of customer service and product innovation, has been well recognized over the years.
As one of the largest life insurers in the region, we always put customers first. In support of this, we have long been committed to the culture of Service Excellence.
As a result we receive long-term support from our customers, and this has been reflected in the awards that we have earned in Hong Kong over the past years. We have been the winner of multiple Grand Awards at the Hong Kong Insurance Awards organised by the Hong Kong Federation of Insurers for consecutive years. In addition, for many years, we have won the top accolades at various prestigious industry awards, for instance, the HKACE Customer Service Excellence Awards organised by the Hong Kong Association for Customer Service Excellence and the Best SME’s Partner Award organised by Hong Kong General Chamber of Small and Medium Business. With our active participation in social services, we have been one of the very few long-standing awardees of the Caring Company Logo by the Hong Kong Council of Social Service since 2002.
With our dedication and your continued support, we will continue to strive to be your trusted partner for life.
Alwin Lam Honorary Chairman AIA Hong Kong and Macau
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