- Six consecutive years of winning the “Most Innovative Product/Service Award – Health”, demonstrating strength in health protection products
- Three consecutive years of winning the “Outstanding Training & Development Award”, recognising talent development
- Winning all digital-related categories once again, reinforcing digital leadership and customer-led commitment
HONG KONG SAR – Media OutReach Newswire – 25 October 2024 – FWD Hong Kong (“FWD”) is honoured to have won eight awards at the Hong Kong Insurance Awards 2024, including four grand awards and four top-three recognitions, making it the insurance company with the most corporate category grand awards. These accolades recognise FWD’s customer-led and digitally enabled approach, focusing on the local market while seizing opportunities in the Greater Bay Area.
FWD has experienced strong growth momentum in the first half of 2024. Ken Lau, Managing Director of Greater China and Hong Kong Chief Executive Officer, FWD said, “We are delighted to have won eight awards at the Hong Kong Insurance Awards 2024, one of the most prestigious awards in the industry. The results highlight the many ways in which FWD represents excellence in the eyes of the distinguished judging panel. FWD constantly seeks breakthroughs, innovates new products and services, and uses digital technology to both nurture talent and enhance customer engagement to meet market demand. These efforts have driven significant business growth and placed us among the top five insurers in Hong Kong1. Going forward, we remain fully committed to changing the way people feel about insurance and maintaining our industry-leading position.”
Understanding customers’ needs for developing innovative products received multiple recognitions
FWD’s “Crisis OneMaster” series won the grand award in the “Most Innovative Product/Service Award – Health” category. This marks the sixth consecutive year that FWD’s health protection products have been recognised in this category, demonstrating the strength and innovation of FWD’s products. The series2 continues the concept of family protection3, providing coverage for three generations and helping the “Gen Sando” cope with potential elderly critical illness protection. In addition, “FWD Care” provides a wide range of services to support and ensure customers are well taken care of throughout the journey from prevention, treatment to recovery.
Furthermore, FWD ranked top-three in the “Most Innovative Product/Service Award – General Insurance” category for its innovative “MyTravel Insurance”4. It also ranked “No.1 in the travel insurance” by the insurance comparison platform 10Life5. This travel insurance caters to the needs of travellers by providing coverage towards transportation and accommodation when rescheduling or cancelling trips for any reasons6 before departure, demonstrating FWD’s customer-led approach.
Leading the industry’s digital transformation and became a driving force for innovation
FWD won all digital-related awards once again, including applying artificial intelligence (“AI”) and strengthening partner relationships through digitalisation. In response to growing customer demand for AI applications, FWD actively explores the use of AI in underwriting and claims services to streamline processes. This resulted in FWD being awarded for the “Excellence in Digital Transformation Award” for its “Digital Empowered Partnership and AI Operation” project, marking the second consecutive year FWD has received the grand award. This project integrates internal and external data to enhance service efficiency and customer satisfaction, and drive business growth.
FWD also prioritises digital marketing excellence. The “One for All” digital marketing campaign leverages data-driven strategies to address the diverse needs of various target audiences while revolutionising communication models. This campaign has successfully enhanced brand awareness and marketing efficiency, earning FWD the “Outstanding Digital Marketing Campaign Award” grand award for the third consecutive year.
FWD fosters strong customer engagements by organising life experiences and cultural activities, offering reward programmes, and providing valuable health-related information. Through creative interactions on the FWD MAX lifestyle experience platform and connecting the community with the conservation and revitalisation of FWD HOUSE 1881, FWD won the grand award in the new award category “Excellence in Customer Acquisition and Engagement Award.”
Committed to cultivating talent development, community care, and building foundations for business expansion
FWD is committed to nurturing talent. Through comprehensive and systematic training, FWD grows alongside its tied agency force to achieve outstanding results. FWD’s “STAR-maker programme (TTPS)” training programme was listed as top-three finalist in the “Outstanding Training & Development Award”, marking the third consecutive year that FWD has been recognised in this category. The programme targets promising talents in Mainland China, is highly beneficial to FWD’s Greater Bay Area strategy. FWD is also committed to building a professional tied agency force and cultivating future leaders, an achievement that has earned ample recognition from the judges.
FWD Regional Director, Charleson Ng, was among the top-three finalist in his first time competing for “Outstanding Agent of the Year.” With extensive experience in the insurance industry, Ng upholds professional standards in providing customers with insurance and financial services, transforming teams, and embracing the latest technologies.
In addition, Dr. Lester Lee, FWD Executive Regional Director, was among the top three finalist in the “Outstanding Community Intermediary of the Year”, demonstrating FWD’s unwavering commitment to community care and bringing positive changes.
The Hong Kong Insurance Awards, organised by the Hong Kong Federation of Insurers, is a highly respected award which recognises outstanding achievements and innovative performance among the insurance industry in Hong Kong. This year’s success continues FWD’s winning streak at the Hong Kong Insurance Awards last year, and follows FWD’s record-breaking performance at the Bloomberg Businessweek/Chinese Edition “Financial Institutions 2024” earlier this year.
Appendix – List of FWD Hong Kong’s wins:
| Award categories | Awards | Awardees/ winning items | Project highlights |
| Excellence in Customer Acquisition and Engagement Award | Grand award | FWD MAX and FWD HOUSE 1881 | FWD MAX life experience platform provides customers with personalised experiences and enhances customer engagement through convenient digital interaction and transaction functions. Since its launch in 2017, its membership has recorded double-digit percentage growth every year. FWD HOUSE 1881 is a cultural landmark converted from the former Hong Kong Marine Police Headquarters. FWD conserve this important cultural landmark and enhance its connection with the community. |
| Excellence in Digital Transformation Award (Awarded for four consecutive years) | Grand award | Digital Empowered Partnership and AI Operation | FWD has expanded its ecosystem through API technology to include existing distribution channels and partners outside the insurance industry. The ever-expanding ecosystem enables FWD to leverage AI and data analytics to gain valuable insights and support decision-making. Underwriting and claims are made more efficient through AI-driven and highly effective hybrid models. |
| Most Innovative Product/Service Award – Health (Awarded for six consecutive years) |
Grand award | Crisis OneMaster Series | Continuing the innovative family protection concept3, it provides critical illness protection and support services that truly cover three generations of the family and can help the “Gen Sando” cope with potential elderly illnesses in the future. In addition, FWD Care provides a wide range of services to support and ensure customers are well taken care of throughout the journey from prevention, treatment to recovery. |
| Outstanding Digital Marketing Campaign Award (Awarded for three consecutive years) |
Grand award | “One for All” | The “One for All” campaign highlights the advantages of the online insurance platform and caters to customers’ all-round protection needs, successfully increasing website traffic, search volume, and business, which is crucial to improving overall business performance. |
| Most Innovative Product/Service Award – General Insurance | Top-three finalist | MyTravel Insurance | Unlike general travel insurance products in the market, MyTravel Insurance4 provides coverage for changing or cancelling travel plans for any reason6 before departure. |
| Outstanding Training & Development Award (Awarded for three consecutive years) |
Top-three finalist | STAR-maker program (TTPS) | FWD partners with top academies such as INSEAD and Fudan University, offering specialised and professional trainings to tied agents. This allows them to have a
global and Chinese market dynamics perspective. |
| Outstanding Agent of the Year | Top-three finalist | Charleson Ng, Regional Director at FWD | With extensive experience in the insurance industry, Ng upholds the highest professional standards in providing customers with insurance and financial services. |
| Outstanding Community Intermediary of the Year (Awarded for two consecutive years) |
Top-three finalist | Dr. Lester Lee, Executive Regional Director at FWD | Dr. Lee has been in the insurance industry for nearly 20 years and was the first Executive Regional Director of FWD. He promotes a positive culture and actively leads the team in community service and volunteer work. |
1. According to Provisional Statistics on Hong Kong Long Term Insurance Business – January to December in 2023, Insurance Authority of Hong Kong, 《Pi Financial Services Intelligence report》- December 2022 and December 2023, as well as FWD’s own assessment based on its understanding on the statistics and market information, FWD ranks top five in new business case count, net growth of life insurance intermediaries’ headcount, tied agency channel new business FYP, brokerage channel new business FYP, bancassurance channel new business FYP, as well as online and direct platform new business case count.
2. The Crisis OneMaster/Crisis OneMaster Pro 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.
3. Upon choosing “Family Booster” optional benefit.
4. This product is underwritten by Bolttech Insurance (Hong Kong) Company Limited (“bolttech Insurance”), which is authorized and regulated by the Insurance Authority to carry on general insurance business in Hong Kong. FWD Financial, is an appointed and licensed insurance agency (License No. FA2568) of Bolttech Insurance, and is registered under the Insurance Ordinance (Chapter 41 of the Laws of Hong Kong) to act as an agent and distributor of general insurance products in the Hong Kong Special Administrative Region. This product is only available in Hong Kong and for sale to Hong Kong residents only. It is only applicable to travel originating from Hong Kong.
5. “No. 1 in the travel insurance” is provided by 10Life. 10Life calculates the estimated average coverage ratio and assigns the rating based on the public information shared by insurance companies. For more details regarding the rating, please refer to the 10Life website (https://www.10life.com/zh-HK/blog/Comparing-Travel-Insurance). The information provided is based on the data from the 10Life website which has not been independently verified by FWD Financial. FWD Financial makes no representations or warranties and accepts no responsibility or liability as to the accuracy, completeness or fitness for any particular purpose of the information. FWD Financial shall not be responsible or liable for any loss or damages arising from the use of or reliance on such information.
6. Applicable to MyTravel Insurance – Superior only. To claim under cancellation of journey or change of travel dates for any reasons, your policy must be purchased before or within 7 days from the date you make your initial payment or deposit for your trip, and the cancellation/change must be made prior to the original departure time. Please refer to the policy terms, conditions, and exclusions for details. Re-scheduled travel duration days must be equal to or less than the original policy period. If it is less than the original policy period, there will be no refund. The change of travel date must be made prior to the original departure time.
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About FWD Hong Kong
FWD Hong Kong is part of the FWD Group, a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD is a top five insurer 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.
The company was established in 2013 and 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.
*According to Provisional Statistics on Hong Kong Long Term Insurance Business – January to December in 2023, Insurance Authority of Hong Kong, 《Pi Financial Services Intelligence report》- December 2022 and December 2023, as well as FWD’s own assessment based on its understanding on the statistics and market information, FWD ranks top five in new business case count, net growth of life insurance intermediaries’ headcount, tied agency channel new business FYP, brokerage channel new business FYP, bancassurance channel new business FYP, as well as online and direct platform new business case count.
