Did you know that 62% of employees prioritize health insurance coverage over other benefits when considering job satisfaction? (Source: HealthMetrics). Group insurance isn’t just an employee benefit. It’s a way for employers to show they care, helping to keep employees happy, loyal, and motivated. In Malaysia, companies offering group insurance can also enjoy tax benefits, making it a smart financial choice. With flexible plans that can be tailored to suit employees’ needs, group insurance is a win-win for businesses and employees alike. So, if you are an employer looking to know more about group insurance, this article is for you.

Sam: Employers that offer group insurance benefit can increase the loyalty of the employees because the group insurance shows employees they are valued, leading to greater job satisfaction and longer tenure. In terms of satisfaction, employees feel supported, leading to higher morale and productivity. A caring company culture, boosting employee satisfaction.

Sam: Yes, employers in Malaysia can benefit from tax deductions on group insurance premiums, while employees enjoy tax-free medical benefits. Group insurance also offers cost savings for employers and can improve employee productivity. These incentives make group insurance a financially advantageous option for businesses, especially SMEs, looking to provide competitive benefits to their workforce while optimizing their tax position.

Sam: Absolutely! Customizing group insurance plans is all about tailoring benefits to meet the unique needs of your employees while staying within your company’s budget. It’s a smart move that keeps your team happy and helps you stand out as an employer.

Conclusion

Group insurance is more than just a perk. It’s a commitment to employees’ well-being and a strategic move for a company’s growth. By offering comprehensive and customizable group insurance plans, you not only protect your employees but also build a supportive work environment that boosts morale, loyalty, and productivity.

If you’re an employer looking to enhance your benefits package, explore your options with the help of an expert. Visit iBanding’s agent review page to connect with trusted professionals and make the best choice for your team.

Read our previous article below if you’d like to learn more about group insurance.

What is Group Insurance?

Understanding employee benefits can be tricky, especially when it comes to group insurance.To make things easier, we spoke with Sam, a group insurance expert who has helped many Malaysian businesses create better benefits for their employees. In this interview, Sam explains what group insurance is, why it’s important, and how companies can make it work for their teams. Whether you’re an employer or just curious about how group insurance works, this guide is full of simple tips to help you make the best choices for your employees and your business.

Sam: Group insurance allows companies or business owners to cover their employees under a single policy, typically subsidized or fully paid by the company. It provides essential coverage at a lower cost, making it a practical and affordable solution for your team.

On the other hand, individual insurance offers personalized plans tailored to specific needs, giving greater flexibility but at higher premiums. While group insurance is more cost-effective, individual plans provide greater control and portability. By choosing group insurance, companies can balance affordability with the essential coverage employees need.

Sam: In today’s competitive job market, companies face increasing pressure to offer comprehensive benefits packages. To stand out and meet employee expectations, consider the five main types of group insurance commonly included in benefits packages: group term life insurance, group medical insurance, group personal accident insurance, group critical illness insurance, and group outpatient insurance. Each type serves a unique purpose, ensuring your employees feel protected and valued.

Group medical insurance is undoubtedly the most popular choice. It addresses one of the most critical needs, healthcare, while helping to improve employee retention, attract top talent, and reduce absenteeism. Beyond being cost-effective, it provides financial protection for employees and promotes a healthier, more productive workforce.

Employees value employers who support their health needs, and offering group medical insurance can set companies apart in a competitive market. It aligns with global best practices in employee welfare, fosters a culture of care, and strengthens employee loyalty. By investing in this essential benefit, employers are not just fulfilling a basic need but building morale, enhancing productivity, and securing long-term loyalty. A healthy, happy employee is a productive one, and this investment in a team will strengthen business for the future.

Type of Group Insurance

Group Term Life Insurance

• Description: Provides a financial safety net to an employee’s family in the event of their death during the policy term. Coverage is typically linked to the employee’s tenure with the company.
• Key Benefits:
  • Financial Security: Ensures a lump sum payout to the beneficiary, offering financial stability in difficult times.
  • Low or No Cost: Often fully or partially subsidized by the employer.
  • Peace of Mind: Employees know their loved ones are cared for in the worst-case scenario.
• Key Difference: Focused on providing life coverage rather than benefits for health or accident-related incidents.

Group Medical Insurance

• Description: Covers hospitalization and medical expenses for employees and often their dependents. Plans may include inpatient care, surgeries, and diagnostic tests.
• Key Benefits:
  • Comprehensive Coverage: Reduces the financial burden of unexpected healthcare costs.
  • Family Inclusion: Many plans extend coverage to spouses, children, and sometimes parents.
  • Network Hospitals: Employees benefit from cashless treatments at partnered healthcare facilities.
• Key Difference: Focuses exclusively on healthcare and treatment costs rather than accident or life-specific risks.

Group Personal Accident Insurance

• Description: Provides coverage for accidental death, permanent disability, and partial disability resulting from unforeseen accidents.
• Key Benefits:
  • Accident Protection: A financial cushion for injuries or fatalities caused by accidents.
  • Disability Benefits: Includes payouts for partial or total disability that impacts earning potential.
  • Additional Benefits: May cover ambulance fees, funeral expenses, or loss of income.
• Key Difference: Tailored for accident-related risks rather than illness or general medical needs.

Group Critical Illness Insurance

• Description: Offers a lump sum payout when an employee is diagnosed with specific critical illnesses like cancer, heart attack, or stroke.
• Key Benefits:
  • Focus on Recovery: The lump sum can be used for treatment, lifestyle adjustments, or income replacement.
  • Comprehensive Illness List: Covers illnesses that often require prolonged and expensive treatments.
  • Flexibility: Employees can use the payout for non-medical needs, such as paying off loans or securing future financial stability.
• Key Difference: Targets severe, long-term health conditions rather than general or emergency medical care.

Group Outpatient Insurance

• Description: Covers routine medical expenses like general practitioner visits, specialist consultations, diagnostics, and prescribed medications.
• Key Benefits:
  • Preventative Care: Encourages employees to address health issues early by covering minor health concerns.
  • Convenience: Reduces the out-of-pocket cost for regular doctor visits.
  • Employee Wellness: Promotes overall health by providing easy access to outpatient services.
• Key Difference: Designed for everyday healthcare needs, not major medical or emergency situations.

Key Differences Between the Plans

 

Insurance Type	Focus	Typical Benefits	Employee Need
Group Term Life Insurance	Financial security upon death	Lump sum payout to family	Peace of mind for loved ones
Group Medical Insurance	Healthcare and hospitalization	Covers inpatient and treatment costs	Protection against medical emergencies
Group Personal Accident	Accidents and disability risks	Accidental death and disability coverage	Safety net for unforeseen accidents
Group Critical Illness	Long-term serious illnesses	Lump sum payout upon diagnosis	Financial support during critical health crises
Group Outpatient Insurance	Routine healthcare expenses	Doctor visits, diagnostics, medications	Affordable access to regular medical care

Conclusion

Group insurance is more than just a financial safeguard—it’s an investment in your employees’ well-being and your company’s future. By understanding the different types of group insurance and tailoring them to your team’s needs, you can create a benefits package that not only protects your employees but also strengthens your business.

If you are an employer and would like to learn more, talk to an insurance expert near you by searching iBanding’s agent review page.

Boss, Group Insurance Matters!

Choosing the right type of insurance can be overwhelming, especially with so many options available. To help clear up the confusion, we spoke to Adeline, an experienced insurance expert who specializes in medical insurance (Adeline’s directory page on iBanding). With her deep knowledge, Adeline explains the key differences between standalone medical insurance and life insurance with riders, who benefits most from each, and what to look for when selecting a plan. In this interview, she offers practical insights to help you make the best decision for your health and financial needs.

What is the difference between standalone medical insurance and life insurance with medical riders?

Adeline: Standalone medical insurance is designed specifically to cover healthcare costs, like hospital stays are medically necessary for surgeries and treatments. It focuses only on medical needs. However, some life insurance plans allow you to add medical coverage as a rider, which is like an extra feature on top of the main life insurance. Some insurers may give discounts on the cost of these riders, particularly if they are bundled with investment-linked policies (ILP), for a certain period of time. But standalone medical insurance is just for your medical expenses, while life insurance with riders includes other financial products like death benefits and investments.

Who would benefit most from choosing standalone medical insurance?

Adeline: Standalone medical insurance is beneficial to anyone who is still healthy because it’s impossible to predict when or what kind of illness might occur. Medical expenses can come up unexpectedly, and this coverage ensures you are protected. Of course, each policy has waiting periods and exclusion clauses, which means some things aren’t covered right away or at all, but having medical insurance is an essential safety net for everyone. It’s better to be prepared, regardless of your age.

How do costs/prices compare between standalone medical insurance and life insurance with riders?

Adeline: Standalone medical insurance is often more affordable because it focuses solely on your medical needs and doesn’t include an investment element or death benefits, which can drive up the cost. The price difference between standalone medical insurance and combined life and medical plans can become significant for this reason. While some life insurance plans offer temporary discounts when adding medical riders, these discounts are usually short-term and vary by insurer.

What is the best standalone medical insurance in Malaysia?

Adeline: There isn’t a single “best” plan because everyone has different needs. The right plan for you depends on your health needs, financial situation, and how long you plan to keep the insurance. A good plan should be affordable enough for you to keep renewing over time and provide the coverage that matches your specific needs. Be cautious of policies that have “no claims years” clauses, which means unless you don’t make a claim for several years after your case is accepted, else it could affect whether your policy is offered for renewal. If your insurer refuses to renew, it may be difficult to get coverage elsewhere, as new insurers might impose exclusions, charge higher premiums, or postpone or deny your application altogether.

Are there specific wellness benefits or additional features that come with standalone medical insurance?

Adeline: Yes, some insurers offer wellness benefits to make their plans more attractive. These benefits can include rewards like vouchers or points for using fitness apps, or free health screenings such as blood tests. After the COVID-19 pandemic, some insurers in Malaysia have also started offering coverage for psychological issues, such as anxiety or depression, as part of their standalone medical insurance plans. These extras add value and help promote overall health and wellness.

Key Takeaways

• Standalone Medical Insurance focuses purely on covering healthcare costs, such as hospital stays and treatments, while life insurance with riders bundles medical coverage with other financial products like death benefits.
• Anyone can benefit from standalone medical insurance since illness or injury can occur unexpectedly. It’s essential to have dedicated health coverage.
• Cost differences between standalone medical insurance and life insurance with riders are usually significant. Standalone plans are cheaper, because they only cover medical expenses, while life insurance with riders costs more due to the added life coverage.
• Choosing the right plan depends on individual needs, affordability, and long-term coverage, with attention to renewal terms and potential exclusions.
• Many standalone medical insurance plans now offer wellness benefits, such as fitness rewards and mental health coverage.

Find Malaysia’s Award-Winning Insurance Agent!

This month, we had the chance to speak to Samuel Raj, an expert insurance agent known for his deep knowledge of the medical insurance landscape. With years of experience in the field, Samuel has helped countless clients navigate the complexities of health coverage. In our conversation, Samuel shared valuable insights on selecting the right medical insurance plan, balancing affordability with comprehensive coverage, and avoiding common pitfalls hidden in the fine print.

In this interview, Samuel answers key questions covering everything from factors to consider when choosing a plan, handling rising healthcare costs, understanding common exclusions, and more.

iBanding: What are the most important factors to consider when selecting a medical insurance plan?

Samuel: There are multiple factors to consider. Firstly, the type of coverage. Does it cover inpatient and outpatient treatment, or only admissions. Do note, some policies require you to pay first and claim later, while others offer cashless hospital admission.

Is there significant coverage length for pre & post hospitalization? As some conditions might require longer follow up periods for rehab, physiotherapy and medicine supply.

Next, we need to assess the coverage network. Is is wide enough for my needs?Ensure that the insurance provider has a good network of hospitals and clinics, particularly those near you.

Keep an eye out for waiting periods for certain illnesses, which is the time before coverage becomes active for specific conditions. These can range from several days, to even several months.

Of course, understanding the difference between annual and lifetime limits is crucial, as it might affect your long-term coverage. Always factor in future medical cost and inflation when determining the appropriate amount required.

Lastly, you need to be aware of any out-of-pocket expenses you may have to pay, including co-payments and deductibles. Some hospitals supplies such as extra meals, guardians bed’s, vitamins, external support devices might also be excluded.

iBanding: How can I ensure my plan covers the rising costs of healthcare?

Samuel: Try to search for plans with an option to adjust for medical inflation, which increases coverage over time. This can provide some protection against rising inflation, which is inevitable. Examples of this would be introduction of deductible, co-payments, and downgrade or upgrade options.

Certain policies provide increased coverage or reduced premiums if you don’t make claims over a certain period. These are commonly known as no claim bonuses.

As we age, the chances of our health deteriorating is much higher. Most insurers are unlikely to grant approval for medical coverage upon diagnosis of certain conditions such as cancer, stroke and heart disease. Hence, it is important to ensure that the policy offers guaranteed renewal, even if you make multiple claims, so you’re covered as you age.

iBanding: Are there specific illnesses or treatments that are typically not covered?

Samuel: Yes, there are a few. To start, many medical policies exclude coverage for illnesses diagnosed before the policy started. These are known as pre-existing illnesses.

Most medical plans have a limited or no coverage for chronic conditions like diabetes, hypertension, or asthma, as they require long term medication and treatment.

Treatments for cosmetic purposes, such as plastic surgery or certain elective procedures, are usually not covered, unless it’s deemed medically necessary by your physician. IVF, fertility treatments, and pregnancies are certainly not covered under many basic health plans, as childbirth is not an illness or disease.

Mental health and alternative therapies such as acupuncture and chiropractic care are usually excluded. Although, with the recent awareness of mental health importance, most providers do provide some minor benefit to cater for this rising need. Medical plans are also evolving with current needs and demands, albeit at a slower pace.

iBanding: How can I balance affordability with comprehensive coverage?

Samuel: Look to customize. Opt for a plan that allows customization so you can add coverage for specific illnesses or treatments important to you. Try to introduce higher deductibles, as choosing a plan with it helps lower premiums, that can help save costs while still providing necessary coverage.

If affordability is a serious concern, prioritize hospitalization and critical illness coverage over optional extras like outpatient care, hospital income, unlimited annual limits etc.

Finally, always compare. Utilize comparison websites and various insurance advisors to compare the best plans based on your needs and budget. iBanding is a great tool for this purpose.

iBanding: What should I look for in the fine print to avoid unexpected costs?

Samuel: It is essential to be aware of potential clauses that could lead to unexpected costs. Here’s what to look out for:

As mentioned earlier, check for exclusions on pre-existing conditions, specific illnesses, or non-traditional treatments.Always review how much you’re responsible for paying out-of-pocket for each claim, either as a percentage or fixed amount.

Take note of the waiting periods for certain illnesses or treatments, which could range from a few months to a couple of years. Watch out for sub-limits/ or inner limits. Ensure there are no restrictive caps on specific treatments like hospital room charges or surgical fees.

Lastly, on the current hot topic of medical premium revisions. Medical inflation in Malaysia is at an all time high of around 14%, while the global average is around 5%. Why is this so? A multitude of factors come into play. Advances in medical technology have improved early detections and allowed for less invasive procedures to help fight diseases and extend lives. This has inevitably led to an increase in the cost of diagnosis and medical treatments, which in turn leads to higher claims paid out.

As medical insurance is about the sharing of risks and insurance charges are collected to provide for future claims, the increase in cost has  resulted in insurers conducting frequent repricing of their medical portfolio to keep up with current healthcare costs and provide comprehensive medical coverage in the long-run.

As consumers, this repricing is an unwelcome surprise for most. Some initiatives we can take to have a handle on this situation, would be asking our authority figures to provide more regulations and enforcement on private medical costs, as well as drafting policies on medical premium regulation.

By thoroughly understanding these aspects, you can make a more informed decision about your healthcare coverage, ensuring you get the right balance between cost and protection

Key Takeaways:

• Factors to Consider in Choosing a Plan:
  • Ensure the plan covers both inpatient and outpatient treatment.
  • Check for coverage of pre- and post-hospitalization care.
  • Assess the insurance provider’s hospital and clinic network.
  • Understand waiting periods, annual, and lifetime limits.
  • Be aware of out-of-pocket costs, such as co-payments and deductibles.
• Managing Rising Healthcare Costs:
  • Look for plans that adjust coverage for medical inflation.
  • Consider policies offering no-claim bonuses or guaranteed renewal.
• Common Exclusions:
  • Pre-existing conditions, chronic diseases, cosmetic treatments, fertility treatments, mental health, and alternative therapies are often excluded or have limited coverage.
• Balancing Affordability with Coverage:
  • Customize the plan based on needs, increase deductibles to lower premiums, and prioritize essential coverage like hospitalization and critical illness.
• Avoiding Unexpected Costs:
  • Pay attention to exclusions, waiting periods, sub-limits, and rising medical premiums due to medical inflation.

Find Malaysia’s Award-Winning Insurance Agent!

Hey there! We’re thrilled to share something pretty special with you – our “Certificate of Excellence.” It’s like a gold star for the best insurance agents in Malaysia who go above and beyond in looking after their customers. And the best part? It’s all about making sure you find someone you can trust to help you with your insurance needs.

What Makes Our Certificate of Excellence So Special?

Imagine finding someone who not only knows their stuff but also cares about making sure you’re happy and protected. That’s what our award is all about. Here’s how we pick the cream of the crop:

• They’re Legit: Only real-deal, licensed agents who are easy to find in our Agent Directory get in the running.
• People Love Them: These agents are top-notch, with customer ratings of 4.5 stars or more.
• They’re Talked About: With at least 5 glowing reviews in the last year, it’s clear they’re doing something right.

While some awards out there are all about how much an agent sells, our focus is different. We look at real feedback from folks like you. We don’t charge agents a penny for this recognition – if they’re the best, they earn it, fair and square.

How to Find the Best Insurance Agent Near You

Curious about who’s the best insurance agent near you? Our Certificate of Excellence is a great place to start. It’s a badge of honor for agents who are all about top service and making sure you’re well taken care of.

Dive into our Agent Directory to check out all the superstars who’ve earned this award. It’s an easy way to spot who’s leading the pack in providing fantastic service.

Good News About Insurance Agents in Malaysia

To keep you in the loop, we’ve also rounded up some of the latest news about insurance agents in Malaysia. Check out these links to see what’s new and exciting in the world of insurance:

• Customer Satisfaction Survey 2022:  A survey revealed positive growth in the customer satisfaction index of Malaysia’s general insurance industry, showing an improvement in customer satisfaction scores from 2018 to 2022​​.
• Consumer Education Programme: PIAM and Malaysia Takaful Association (MTA) launched a consumer education programme, #JomLevelUp, to enhance the motorist insurance/takaful experience through the adoption of digital solutions for a smoother claims process​​.

These stories give you a peek into why choosing the right agent makes all the difference.

Why Our Certificate of Excellence Matters

We’re all about celebrating those amazing agents who put their hearts into helping you. Our Certificate of Excellence isn’t just a pat on the back; it’s a signal to you that these folks are the real deal – caring, knowledgeable, and there for you when you need them.

Ready to find your best insurance agent? Start with our certified winners and feel confident you’re making a great choice.

2024 Best Insurance Agents in Malaysia

Are you searching for Malaysia’s best insurance agent or takaful agent near you? Then check out the 2019 award winner for the “Certificate of Excellence”.

Every year iBanding presents this prestigious award to agents who have proven to provide the best service to their customer. This year we are honoured to give the certificate to ten agents.

Are you an agent and would like to know how to qualify for the “Certificate of Excellence”? Learn more about Malaysia’s first award for the best agents. 

Robert Ting is a verified insurance agent with over 14 years of experience. In this video he shares what Malaysians need to know about saving for Retirement and why insurance is better than House or Fixed Deposit.

Click below to watch the video

Click picture to watch the video

Robert Ting has been awarded the Certificate of Excellence Award in 2017. The Certificate of Excellence is a yearly honor that is given to the best agents in the directory who have achieved notable number of positive reviews and ratings from their customers.

Video Summary

Problem: People rely on EPF only for retirement. The EPF fund is used up in only 3-4 years after retirement and does not last the rest of the lifetime. 76% of Malaysians do not have sufficient savings to last

Solution: Save on your own money in addition to EPF. There are different ways on how to invest your money.

1) House – Save money and buy property like a house

Houses are a very good investment in the past. It is very important to find the right property, because a bad property will lose you a lot of money as well.

2) Bank Account or Fixed Deposit – Save money and fixed savings like FD with banks

You have to manually save it and be disciplined with yourself to not spend. It is too easy to access the money and purchase a nice new car or spend it on new electronic gadgets.

3) Insurance – Save money through insurance

Insurance is better than a house, because you have a guarantee that the value of your insurance goes up. Also Bank Negara Malaysia (BNM) ensure that all the insurance products in Malaysia are suitable for retirement and accumulates wealth and does not destroy it. Worldwide insurance is the safest investment you can make for your retirement.

How much money do you need for retirement?

A good estimate is RM 1 million. It can last you 20 years after you retire, if you want to maintain your current lifestyle. If you are willing to lower your current lifestyle, you might only need RM 500,000.

Curious to learn more? Ask us a question below or look for an insurance or takaful agent near you on iBanding’s Insurance Agent Directory.

Conclusion

Insurance is better than a Bank Account or Fixed Deposit account, because it automatically forces you to save every month.  Besides automatically deducting money from your bank account it also protects you from impulse buying and spending your money. In emergency still get the money, but you will not spend it so easily like in Option 2: Bank Account or Fixed Deposit

About Agent Spotlight

Klik di sini untuk versi Melayu

Agent Spotlight is a special monthly column where we feature Malaysia’s best insurance agents registered on iBanding’s agent directory who have delivered exceptional service to their customers. We share their background stories and ask for advice on how Malaysians can better protect themselves with insurance.

This month we interviewed Adeline Ong from the state known as the Pearl of the Orient – Penang. A mother of two who loves reading during her free time spent a beautiful Friday morning with us by the beach while telling us her story.

Name: Adeline Ong
Location: Penang

 

It was a beautiful morning in Tanjung Bungah, Pulau Pinang when I waited for Adeline, our Spotlight Agent for this month. I have already spoken to Adeline a few times prior to our meeting that day and I knew I would be expecting a cheerful and light spirited individual.

And I was right, Adeline was all smiles as she approached me. Even the horrendous early morning traffic in Penang did not damper her enthusiasm. Born and bred in Penang, Adeline is everything everyone says about the people of Penang – friendly and bubbly.

After a brief small talk, I proceeded to asking her more specific questions about her background and roles as an insurance agent.

 

Adeline: I dropped out from Lower Six due to family financial problem. I had to work to support my family because we have a total 7 siblings and most of them were still schooling then. I only managed to attend two to three weeks of Lower Six and could not afford to pay the RM60 school costs. Furthermore, I was born in family that values the males and belittle the females. Therefore, I had no choice but to work.

At that time, I worked in a general insurance company as an admin clerk and was earning RM850 a month. I knew agents were earning more than I was so in 1999, I resigned and contracted myself as a general insurance agent. It’s was a tough journey as an agent who was only 19 because people had a hard time trusting such a young person. But that didn’t stop me. Three years later I started my career as a life insurance agent and later proceeded to become a Registered Financial Planner.

 

 

iBanding: So do you have a preference? Or are you focused on one type of insurance more than others?

Adeline: Right now I am more focused on all types of general insurance as well as unit trust.

 

iBanding: Do you enjoy being an insurance agent?

Adeline: Oh yes! (Adeline answered with so much enthusiasm that actually made us really curious)

 

iBanding: Why?

Adeline: Because I get to meet so many people and make new friends! Everywhere I go I am bound to bumb into someone I know. Every time I go out with my family or to dinner with them, there are always people waving at me saying hello. It is a good feeling!
And I get to learn new things all the time, which suits my personality. There’s always something new in insurance so it is never boring, unlike other jobs I suppose. I can acquire a lot of knowledge while helping others.

 

iBanding: So what motivates you?

Adeline: Helping others! When I get to close or appeal a claim on behalf of my customers. To see the smiles on their faces – that’s PRICELESS! I can go home with a big smile knowing I have done my job, knowing my customers are happy.

 

iBanding: Has there been any incident that was hard on you? Like a problematic claim or customer?

Adeline: What problem? No there’s no problem. Everything can be solved with communication. As long as you are honest and have nothing to hide, give your best in everything you do. There should not be any problem.

Adeline went on to give me an example of a situation where she helped a customer who was not exactly truthful about a claim. But through her dedication and willingness to help, the customer in the end admitted the truth and remained a loyal customer.

 

iBanding: What about challenges that you have to face?

Adeline: What I find most challenging is people listening to ‘road side’ advice. They trust their friends or relatives more than us professional agents. We have the knowledge, we have expertise, experience and we actually attended extra courses to know what we are saying and what we are doing. It can get a little frustrating but my responsibility is to explain to them. Even the fine prints that people ignore. I will usually point to those fine prints and explain clearly. Only then they will start to believe. It needs patience. But I can only do my part which is to educate. It is up to them if they want to trust or not.

 

iBanding: In your opinion, what are the biggest mistakes Malaysians make when it comes to insurance?

Adeline: Listening to road side advice! Malaysian consumers are still very behind when it comes to knowledge about insurance. So they make mistakes in buying the wrong product which doesn’t suit their needs, not appropriately covered and most are still under-insured. Some don’t even realize that they have been manipulated by their agents.

 

iBanding: What about motor insurance? What are the most common mistakes there?

Adeline: Because of lack of awareness, customers always fall for the tow-truck operators that show up at the accident scene. They end up in a non-panel workshop. When their damaged cars are repaired in a non-panel workshop this will create so much problems for themselves. But they don’t understand this.

 

iBanding: How would you defined success?

Adeline: Doing a job you like and live happily.

 

iBanding: How have the changing trends and new technologies affected the industry?

Adeline: For the younger generation, they tend to go online more to find out about insurance. They do their own research to understand about it better.

My concern with the changing trend is if insurance companies do not value agents’ hard work, service and loyalty. If insurers try to convert clients from agents’ source to become their own direct clients by circulating emails to promote their product at the same time give commission rebates. Many customers want cheaper insurance, but they don’t know how to handle claims. So they don’t realize they still need the help of an agent. So I hope the consumers realize this and take this into consideration before deciding which channel to buy from.

 

iBanding: What is your motto?

Adeline: to put oneself in somebody else’s shoes. Serve the customers with the kind of service level we want others to serve us. Always be ethical and have integrity in everything we do, especially in business!

 

 

 

Sorotan Ejen

Sorotan Ejen memaparkan ejen-ejen Takaful & insurans terbaik yang berdaftar di dalam direktori ejen kami. Mereka dipilih atas kesediaan mereka dalam sentiasa memberikan perkhidmatan yang luar biasa kepada pelanggan-pelanggan mereka. 

Bulan ini kami menemubual Adeline Ong dari Pulau Pinang. Beliau berkongsi cerita beliau bersama kami di pagi Jumaat yang sungguh indah di tepi pantai Tanjung Bungah. Sertai kami dalam temubual kami bersama beliau.

Nama: Adeline Ong
Lokasi:  Pulau Pinang

 

Kami tunggu Adeline untuk sesi berkenalan dan temubual kami bersama beliau di tepi pantai di Tanjung Bungah, Pulau Pinang. Saya sudah pun berbual bersama beliau melalui telefon beberapa kali sebelum itu dan tahu saya akan bertemu dengan individu yang peramah dan ceria.

Memang benar tanggappan saya, Adeline tiba dengan senyuman dari jauh. Dilahir dan dibesarkan di Pulau Pinang, Adeline seorang yang periang dan peramah. Setelah bertanyakan khabar dan keadaan trafik di pagi Jumaat ini, kami bertanyakan pula beberapa soalan tentang beliau dan kerjaya beliau sebagai ejen insurans.

 

Adeline: Saya berhenti sekolah semasa di tingkatan enam rendah kerana keadaan ekonomi keluarga. Saya terpaksa bekerja untuk membantu keluarga saya kerana kami mempunyai 7 adik beradik dan kebanyakan mereka masih bersekolah. Saya hanya sempat hadir 2-3 minggu di tingakatan enam rendah kerana tidak mampu menampung kos perbelanjaan sebanyak RM60. Lagipun saya dilahirkan di dalam keluarga yang tidak terlalu pentingkan pelajaran bagi anak perempuan. Jadi terpaksalah saya bekerja.

Pada waktu itu, saya bekerja sebagai kerani di sebuah syarikat insurans am dan mendapat RM850 sebulan. Saya tahu ejen dapat lebih dari saya, jadi pada tahun 1999, saya menjadi ejen insurans am. Tidak senang perjalanan saya sebagai ejen pada masa itu kerana tidak mudah bagi seseorang ejen yang hanya berusia 19 tahun untuk dapatkan kepercayaan prospek. Tapi itu tidak menghalang saya, saya teruskan juga. Tiga tahun kemudian, saya mula kerjaya saya sebagai ejen insurans hayat pula dan seterusnya sebagai financial planner.

 

 

iBanding: Jadi apakah fokus anda sekarang di bidang insurans ini?

Adeline: Sekarang saya lebih fokus kepada semua jenis insurans am juga unit trust.

 

iBanding: Adakah anda suka bekerja sebagai ejen insurans?

Adeline: Sudah tentu!

 

iBanding: Mengapa?

Adeline: Kerana saya dapat berjumpa dengan ramai orang dan sentiasa dapat kawan baru. Ke mana saja saya pergi saya semestinya akan bertembung dengan orang yang saya kenali, melambai kepada saya atau menegur sapa. Saya juga dapat sentiasa mempelajari sesuatu yang baru, ini sesuai dengan saya yang memang suka menimba ilmu. Di bidang insurans ini, sentiasa saja ada benda baru, tidak pernah bosan seperti pekerjaan lain. Saya dapat belajar dan pada masa yang sama, saya dapat membantu orang ramai.

 

iBanding: Apa yang memberi dorongan dan motivasi kepada anda?

Adeline: Menghulurkan bantuan kepada yang lain. Apabila saya dapat bantu selesaikan tuntutan pelanggan, riak wajah mereka yang menunjukkan kegembiraan mereka – tiada nilai baginya. Saya dapat pulang ke rumah dengan senyuman setelah mengetahui saya telah pun jalankan tanggungjawab saya serta mengetahui pelanggan saya gembira.

 

iBanding: Pernahkah anda mengalami masalah sebagai ejen? Contoh seperti kes tuntutan yang payah atau pelanggan yang sukar?

Adeline: Masalah apa? Tak ada masalah. Segalanya boleh diselesaikan melalui komunikasi. Selagi kita jujur dan tidak menyembunyikan apa-apa dan berikan yang terbaik. Tidak akan ada masalah.

Adeline teruskan dengan menceritakan pengalaman di mana beliau membantu seorang pelanggan yang tidak jujur dalam kes tuntutan. Tetapi dengan kesediaannya untuk membantu, pelanggan itu akhirnya mengakui kesilapannya dan setelah insiden itu, kekal sebagai pelanggan setianya.

 

iBanding: Bagaimana pula cabaran yang dihadapi?

Adeline: Apa yang mencabar bagi saya ialah pengguna dan pelanggan yang mengambil nasihat “tepi jalan”. Maksud saya mereka lebih mempercayai rakan atau ahli keluarga mereka daripada kami ejen yang lebih pakar. Kami mempunyai ilmu di bidang ini, kepakaran dan pengalaman. Kami hadiri kursus dan latihan dan kami tahu apa yang kami katakan dan lakukan.

Adakalanya ianya sangat mengecewakan, tapi tanggungjawab kami adalah untuk mendidik. Ramai yang tidak pedulikan pencetakan halus pada kontrak jadi saya pastikan saya terangkan segalanya. Selalunya masa itulah mereka mula percaya.  Kesabaran diperlukan. Tapi saya cuma boleh mendidik. Sama ada mereka hendak percaya itu terpulang kepada mereka.

 

iBanding: Pada pendapat anda, apakah kesilapan terbesar yang sering dilakukan oleh pengguna Malaysia tentang insurans?

Adeline: Mereka suka dengar nasihat “tepi jalan”. Pengguna Malaysia masih lagi ketinggalan dalam soal insurans dan perlindungan Takaful. Jika mereka mendapatkan insurans, mereka selalunya dapatkan produk yang salah atau tidak sesuai dengan keperluan mereka atau tidak cukup jumlah perlindungan. Ramai rakyat Malaysia yang dilindungi tetapi sebenarnya underinsured. Sesetengah dari mereka tidak sedar pun yang mereka ditipu ejen mereka.

 

iBanding: Bagaimana pula dengan insurans kenderaan? Apakah kesilapan lazim yang pelanggan lakukan?

Adeline: Kerana kurangnya kesedaraan dan pengetahuan tentangnya, pelanggan selalu terpedaya dengan operator tow-truck yang sering muncul ketika kemalangan. Mereka akhirnya dibawa ke bengkel bukan panel. Apabila kenderaan mereka dibaik di bengkel bukan panel, ini mendatangkan banyak masalah kepada diri mereka sendiri.

 

iBanding: Apakah definisi kejayaan bagi anda?

Adeline: Apabila kita lakukan suatu pekerjaan yang sememangnya kita gemari, dan hidup dengan bahagia.

 

iBanding: Adakah perubahan trend dan teknologi baru memberi kesan terhadap industri ini?

Adeline: Bagi generasi muda, mereka lebih cenderung kepada membuat kajian di internet untuk mengetahui tentang insurans.

Saya lebih khuatir dengan perubahan di mana syarikat insurans tidak lagi menitik beratkan usaha, perkhidmatan dan kesetiaan ejen-ejen mereka. Jika syarikat insurans cuba mengambil pelanggan terus dengan mengedarkan maklumat tentang produk mereka melalui emel kepada pelanggan dan memberi rebat.

Kebanyakan pelanggan mahukan insurans murah, tetapi mereka tidak tahu bagaimana untuk mengendalikan tuntutan. Jadi mereka tidak sedar bahawa mereka masih memerlukan ejen untuk bantu mereka. Jadi saya sangat harapkan pelanggan dan pengguna pertimbangkan perkara ini sebelum membeli insurans.

 

iBanding: Apakah prinsip anda?

Adeline: Sentiasa meletakkan diri kita di tempat orang lain untuk memahami situasi mereka. Layani pelanggan dengan perkhidmatan yang kita sendiri ingin dilayani. Sentiasa beretika dan punyai integriti, terutamanya di dalam perniagaan.