Six awards won highlight product and service innovation and excellence
HONG KONG SAR - Media OutReach - 26 October 2023 - FWD Hong Kong ("FWD") is honoured to be recognised again at the Hong Kong Insurance Awards ("HKIA") 2023, organised by the Hong Kong Federation of Insurers, for its pioneering products and services, customer-first approach, and well-trained, professional tied agency force. This year, FWD has won six awards, including three grand awards and three top-three finalist awards (see appendix).
FWD continues to embrace a digitally enabled customer journey and data-driven marketing campaigns. The company is honoured to receive the grand award of the "Excellence in Digital Transformation Award"; and the grand award of the "Outstanding Digital Marketing Campaign Award" which was awarded for the second consecutive year.
One key first-in-Hong Kong initiative1 is FWD's cross-sector partnership with the Senior Citizen Home Safety Association to support the well-being of the elderly and their family members through innovative services. The collaboration has led to FWD receiving the "Best Partnership Project Award".
For the past 10 years and counting, FWD has been launching a series of market-first protections plans and benefits. The prime example of this is the Mind Strength Protection Plan3, an innovative medical protection plan in Hong Kongthat focuses on mental health. The product has earned FWD the prestigious "Most Innovative Product/Service Award – Health". It offers first-of-its-kind2 coverage to address mental health challenges with more intuitive and accessible mental health protection.
FWD's unwavering efforts to cultivate high-performing tied agency teams and nurture future leaders have also been recognised. In addition, FWD's engagement with and contributions to the community have led to Dr. Lester Lee, Executive Regional Director at FWD Hong Kong being named in the "Outstanding Community Intermediary of the Year" category.
Ken Lau, FWD's Managing Director of Greater China and Hong Kong Chief Executive Officer, said, "As we celebrate our 10th anniversary, we are delighted to be recognised by HKIA 2023 for our commitment to changing the way people feel about insurance through our customer-led solutions, digital innovation, and passionate team. The insurance industry is undergoing rapid change and experiencing evolving health challenges, including mental health, thus creating new protection gaps and needs. FWD has consistently demonstrated its agility in responding to these changes, and these prestigious accolades inspire us to continue empowering people to live life to the fullest."
Organised by the Hong Kong Federation of Insurers, HKIA is one of the most respected industry awards that celebrate outstanding achievements and innovations among the insurance sector in Hong Kong.
Appendix– List of FWD Hong Kong's wins:
| Category | Award | Awardees/ Winning items | Project Highlights |
| Best Partnership Project Award – Life Insurance | Grand Award | Collaboration between FWD and Senior Citizen Home Safety Association (SCHSA) | This partnership is pioneering the local insurance market1, and aims to achieve a shared goal of caring for the well-being of the elderly and their family members. |
| Excellence in Digital Transformation Award | Grand Award | AI Discovery; AI Claims Decision Engine; AI Lapse Prediction Model | FWD's omnichannel transformation for an end-to-end customer journey enables purchase, on-boarding, servicing, claims, retention, and renewal through an integrated digital ecosystem. FWD has made significant progress in the customer journey transformation with strong digital adoption rates and high customer engagement scores. |
| Outstanding Digital Marketing Campaign Award | Grand Award | FWD Full-funnel Acquisition Campaign: Simple is our Basic | A data-driven, full-funnel marketing campaign for boosting website traffic, product related enquiries, and direct digital sales. |
| Most Innovative Product/Service Award – Health | Top-3 Finalist | Mind Strength Protection Plan3 | An innovative mental health-focused medical protection plan that reframes the way people care for their minds, which provides first-of-its-kind coverage2 including preliminary assessment and referral services, out-patient Psychiatrist/Clinical Psychologist unselling consultation, hospitalisation expense for psychiatric treatment and post-hospitalisation care, and tailor-made family support. |
| Outstanding Community Intermediary of the Year | Top-3 Finalist | Dr. Lester Lee, Executive Regional Director at FWD Hong Kong | Dr. Lester Lee, a veteran with 17 years in the insurance industry, holds the distinction of being the first Executive Regional Director at FWD Hong Kong. |
| Outstanding Training & Development Award | Top-3 Finalist | FWD STAR-maker Program | Transform sales professionals into entrepreneurs through a holistic development platform and partnerships. |
1 As of 24 April 2023, FWD is the first insurer in Hong Kong to collaborate with SCHSA in providing the eCare Link® APP. The eCare Link® APP is applicable to designated insurance products. Please refer to https://campaign.fwd.com.hk/pdf/eCarelink_flyer_EN.pdf for details.
2 Per a comparison made by FWD on 30 September 2022 among the medical insurance plans of key insurers available in Hong Kong, FWD is the first insurance company in Hong Kong to launch Out-Patient Psychiatrist Consultation/Clinical Psychologist Consultation Benefit, Daily Hospital Income Benefit, Post Hospitalisation Out-Patient Psychiatrist Consultation/Clinical Psychologist Consultation Benefit, Retreat Benefit, and Monthly Income Support Benefit (optional benefit).
3 The Mind Strength Protection Plan is underwritten by FWD Life Insurance Company (Bermuda) Limited (incorporated in Bermuda with limited liability). The above information is for reference only and does not contain the full terms and conditions, key product risks and full list of exclusions of the policy. For the details of benefits and key product risks, please refer to the product brochure; and for exact terms and conditions and the full list of exclusions, please refer to the policy provisions of the plan.
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About FWD Hong Kong
FWD Hong Kong is part of the FWD Group, a fast-growing pan-Asian life insurer with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD is a top 3 life insurer by new business first year premium in Hong Kong*.
FWD Hong Kong has been assigned strong financial ratings by international agencies. It offers life and medical insurance, employee benefits, and financial planning.
FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.
For more information about FWD Hong Kong please visit www.fwd.com.hk.
* Source: Provisional Statistics on Hong Kong Long Term Insurance Business - January to December 2022, Insurance Authority of Hong Kong. The calculation combines individual and group businesses, and non-bank insurers.
