- CUSTOMER CENTRICITY
- DIGITAL & TECHNOLOGY INNOVATIONS
- PRODUCTS AND OFFERINGS
- RESPONSIBLE BUSINESS PRACTICES
Our commitment to customer centricity is grounded in an outside-in perspective, where the needs and expectations of our customers form the foundation of how we innovate. Through this approach, we remain closely attuned to evolving market trends while fostering a culture of innovation that enables us to remain dynamic and competitive within the insurance landscape.
- Making Claims Simpler and Faster
- Simplified claims for flight delays of between three to nine hours by removing the requirement for supporting documents
- Digital submission enabling a reduction in turnaround time by up to two thirds to one working day
- Enabled AirAsia customers to seamlessly manage their policies through the Tune Protect app via the One Claim Harmonisation Plan
- Renewal reminder notifications to support timely policy renewals
- Introduced the Instant Payout feature, a fast track claims process that enables near immediate payouts once claims are approved
- Enhancing Customer Service
Continued use of Zendesk, a cloud‑based platform that centralises customer interactions across multiple channels, enabling our teams to respond more efficiently and effectively
| Year | Customer Experience (CNPS) |
|---|---|
| 2025 | +29% |
| 2024 | +49% |
| 2023 | +45% |
By investing in strong digital infrastructure and platforms, we are able to offer a differentiated customer experience that drives loyalty and long-term retention.
- Enhancing Digital Platform
- Enabled travel agencies in the EMEIA region to verify customer policies
- Allowed customers to submit claims digitally without login
- Expanded application access to 25 countries
- Enhanced automation of the DragonPass portal for Delay Lounge Pass services
- Accelerating Automation
- Launched an Instant Payout solution, automating up to 70% of Travel On Time Guarantee and Flight Delay claims end to end
- Automated policy onboarding, endorsement issuance, and COI generation, supporting 8.3 million transactions during the year
We design our products with broader environmental and social considerations, guided by our Product Development Policy and supported by partnerships with airlines, travel technology partners, and service platforms to reach regional, underserved markets.
- Travel
- Delay Lounge Pass
- Flight Watcher
- Cashless Hospital Admission
- Travel Gadget
- Cancel for Any Reason Protection
- Automated Check-in
- Airport Transfer
- Innovative and Responsible Products
- Ticket Refund Insurance
- Ticket Protection
- Dental Shield
- TermiteShield
Our Delay Lounge Pass was recognised at the Travel Daily Media Excellence Awards 2025, reflecting our focus on practical, value‑adding solutions that support customers during travel disruptions.
We prioritise local suppliers and vendors wherever possible as part of our commitment to supporting the national economy and strengthening supply chain resilience.
- Ensuring Ethical Conduct and Supplier Governance
- Screen vendors against Ministry of Home Affairs Malaysia (MOHA) and UN Security Council (UNSC) Consolidated Lists
- Conduct anti money laundering (AML) screening for all new vendors via APIs
- Integrate ESG considerations into vendor due diligence
- Require new vendors to disclose environmental sustainability initiatives to assess alignment with our ESG expectations and promote responsible supply chain practices
- Upholding Responsible Investment and Portfolio Stewardship
- Apply sanctions screening to suppliers and vendors to ensure compliance with regulatory requirements
- Conduct supplier and vendor audits, where required by Bank Negara Malaysia (BNM)
- Responsible Investing and Underwriting: Under the Group Investment Policy, allocate up to 10% of investments to:
- UN Principles for Responsible Investment (UNPRI) signatory fund managers, or
- Funds aligned with sustainable investment guidelines, recognised benchmarks, ESG integration, or high sustainability ratings
- Maintain a Zero Coal commitment, having achieved zero coal exposure in the underwriting portfolio in 2023, ahead of the 2030 target
- Ensure all new discretionary mandates comply with zero coal requirements.
- Exclude tobacco and arms manufacturing from investment portfolios
- Manage a qualified Sustainable and Responsible Investment (SRI) fund aligned with Securities Commission Malaysia guidelines, operated by a UNPRI signatory fund manager
