Zurich Malaysia has introduced its Smart Agency Solution (SAS), a new solution for better digital customer experience journey with better equip its agency force and enhance the way customers are served.
The unified platform combines Customer Relationship Management (CRM) tools, omnichannel engagement, and Agentic AI to enhance customer interactions. By providing agents with complete customer profiles, AI-generated sales pitches, multilingual messaging, and insights for the best offers, SAS helps agents engage more effectively and boosts productivity at every step of the customer journey.
Ally Robertson, Country Chief Operating Officer of Zurich Malaysia, said, “At Zurich Malaysia, digital transformation is not just about adopting new technology, but about making every interaction more relevant, seamless and meaningful for the people we serve. Our Smart Agency Solution reflects how we are equipping our agents with smarter tools and deeper customer insights, so they can respond with greater speed, confidence and personalisation. This is part of how we bring our commitment to Care For What Matters to life, by helping our people serve customers better, while building stronger relationships through experiences that are more intuitive, timely and human.”
The impact of SAS was recently recognised at the Digital CX Awards 2026, where Zurich Malaysia received two regional accolades:
- Outstanding Digital CX Transformation in Insurance – South East Asia
- Best Use of AI for Customer Experience – Insurance
As customer expectations evolve, Zurich Malaysia focuses on enhancing capabilities for better agility and care, utilizing SAS to improve digital customer experiences, support its agency force, and strengthen relationships across the insurance and takaful journey.