The COVID-19 pandemic continues to deepen its effects on our lives, particularly in terms of health and the economy. The Malaysian Insurance Institute has of course not been spared from these effects. As the global economy slows down, so too the demand for some of our services and, like many businesses across many industries, a meaningful recovery in 2021 continues to be elusive. We are taking this time to reflect, transform and evolve to help our industry steer through these challenging times.
The pandemic has intensified and accelerated some of the biggest changes in our industry and demonstrated the urgent need for transformation in pertinent areas such as training to reskill and upskill our industry professionals. Sustainability is a key issue and it has become apparent that businesses need to change their approach towards servicing their customers and to reprioritise the changing needs of the market at large. MII is focused on delivering these capabilities.
MII has adapted quickly to ensure the continuity of our business and services by introducing new offerings, such as:
Our Positioning In The
Post-COVID Era
As we stride towards a post-pandemic era from 2021, MII management continues to steer the business through the uncertainty and impact of COVID-19. Our utmost priority is to keep our people safe and ensuring business continuity, particularly on the customer service front. With the pandemic changing the way we work and how we engage with our customers, the digitalisation initiatives that have been integral to our transformation these past years has allowed us to adapt to the new normal. We believe, through our experiences in 2020 and as a result of extensive engagements with key stakeholders and collaborations with global partners to enhance digital channels, products and services, we should emerge better positioned from this crisis.
In moving forward, MII will focus on several key priorities:
Investing in the enhancement of the quality of all our products and services remains our number one priority.
Keeping our people safe by keeping processes and technologies in place to protect them whether they are working from the office or continuing to work from home.
Supporting our members, students, clients to ensure a smooth transition into the new normal and to ensure service continuity as well to continuously enhance our customers’ experience when dealing with us.
Driving and infusing innovation into the development of new products and services to meet new demands.
Upskilling and reskilling our people to ensure we are ready to partake in all our digital transformation initiatives.
Looking Ahead
Looking ahead, MII will continue to leverage its knowledge and skills to provide the best services to those we serve with an emphasis on helping our members, students, clients and industry players adapt to this rapidly changing world that we live in.
I am proud of what we have achieved over the last year and how well the Management and staff of MII have adapted to change, despite the numerous challenges. On behalf of the MII Board of Directors, I would like to thank the MII team for all they have done and will continue to do. A special thanks, of course, to the Malaysian insurance industry and Bank Negara Malaysia for the continued support towards the Institute.
Antony Fook Weng Lee
Chairman
The Malaysian Insurance Institute
