- 5 hours ago
After a year of strategic rebalancing that delivered a sharp profit jump, Tune Protect is hitting the accelerator. CEO How Kim Lian says 2026 will target 20% growth as the company shifts into a tech‑driven insurance leader.
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00:10Hello, you are tuned in to Awani Review with me, Cynthia Eung.
00:13Today we are speaking with Hao Kim Nian.
00:16He is the Group CEO of Tune Protect.
00:19Now, the company has just turned in a sharp profit jump for 2025,
00:24filled by a boom in travel.
00:26But for 2026, the ambitions are even higher.
00:29The Group is chasing 20% growth.
00:32The question now, where will that next level of growth actually come from?
00:36Thank you so much, Hao, for coming to the studio and joining us for this discussion.
00:40Now, let's start with the big picture.
00:42When you look back at 2025, on paper, it looks to be quite an excellent year,
00:48sharp profit jump.
00:49How would you characterize 2025 for Tune Protect?
00:53I would say 2025 is the initial result or success of when we started to pivot, I think,
01:00in our strategic focus back in the second half of 2024.
01:042025, I think, Tashwood has been showing us the direction seems to be correct and suitable for us.
01:10We actually focus a lot more in 2025 on what are sustainable growth rather than growth just for the optics.
01:19Insurance is a little bit different compared to other industry because the higher you grow,
01:24it does not ensure you actually make a better return for your shareholders.
01:29So 2025 is actually where we tested on our three strategic pillars and it actually showed us a very good
01:37initial result
01:38on rebalancing portfolio can return with more than 100% profit after tax growth,
01:44I think, by concentrating in promoting or improving the yield of our partners.
01:50So let's talk about that, this massive jump in profit.
01:53Of course, it was coming off a relatively low base.
01:58I suppose now the market wants to know when you talk about sustainability,
02:01is this a one-off jump that we're seeing or how much of it is due to the permanent change
02:06that's being done within Tune Protect?
02:09Okay.
02:102025, what exactly are we doing differently?
02:15I think 2025, we emphasize generally on three things.
02:18The first one is discipline in underwriting.
02:21So basically, we'll take on business which we believe are healthy for us.
02:27We emphasize a lot more on portfolio balancing.
02:29So there are certain portfolio of business which are industry-known
02:33that is not going to be as profitable as compared to others.
02:36How do we actually strike a balance of both?
02:39So that actually shows us the initial result,
02:42how portfolio rebalancing by having underwriting discipline
02:46actually shows the whole improvement.
02:47We see our car insurance, motor insurance giving us more than 14%
02:53stage point of improvement in loss ratio.
02:56It's not just purely through the growth in travel.
02:59Of course, we are proud that actually we managed to grow year on year
03:03like 26% of our travel portfolio.
03:06We are now back in number one positions in Malaysia.
03:10We are now back in number three positions in Thailand.
03:12And we actually are one of the quite large players in travel,
03:17I think, in the whole region as well.
03:19But other than that, I think we are also quite proud on how we concentrate
03:23in managing the motor portfolio.
03:26It actually delivers more than 14% points of improvement in the loss ratio.
03:30That put us in the very good position to regrow the entire motor business.
03:34With a very healthy loss ratio, a growth in our motor business
03:39will just have more of this top line flow through to the bottom line.
03:43So to go back to your question again,
03:45I think this is definitely not a one-off event.
03:49It's a structural change of our business portfolio
03:52that will allow us to have a more sustainable growth moving forward.
03:56So a strong profit story, but revenue, gross return premium,
04:00that fell by a marginal 4%.
04:03What does this tell us about how the business is evolving?
04:07That was actually pretty much aligned with our strategy focus in 2005.
04:11I think we mentioned just now about portfolio rebalancing
04:14and what is healthy portfolio.
04:15In 2005, we make a conscious decision to walk away
04:18from some of the loss-making businesses historically.
04:22We actually turned away maybe 47 million worth of businesses
04:27and we actually replenish that back by a travel growth of 26%,
04:34which brings us 30 million, I think, travel businesses.
04:37Net-net, I think it could be another 30% point shortage
04:41as compared to the previous year.
04:43But as you can see, the bottom line effect,
04:46by rebalancing the portfolio,
04:48it was actually delivering more than 100% growth in PAT.
04:51Yeah, which in both underwriting line as well as the PAT lines.
04:55So would it be fair to say that you are choosing to be smaller
04:58but more profitable?
04:59Is that the plan?
05:01I would think that the first wave of our strategy
05:05was pretty much to be rebalancing our portfolio
05:09before we actually going full out to regrow our business.
05:132026, I think vision is pretty much to regrow back the business.
05:16Since we already have a balanced portfolio, a healthy portfolio,
05:20regrowing would not give us as much pain in our bottom line
05:24or to be fair to our shareholders.
05:26So you're now at a sweet spot where you can put down your foot on the pedal.
05:30And that was what you mentioned about a 20% or more than 20% growth target.
05:33This is pretty much, I think, communicated across the whole one.
05:36Let's look at what's been working best for TuneProtect.
05:39Of course, travel grew, like you mentioned, 25%.
05:42What is driving that momentum?
05:44Where is it coming from within the travel segment?
05:47We did one of the three changes that we introduced back in N2024
05:53was pretty much that we recognize or we see insurance very differently.
05:58We see that insurance is not just a standalone industry.
06:01How do you sell a travel insurance and how you sell a car insurance
06:05are going through a totally different journey for our customers.
06:10So in order to sell travel insurance well,
06:12you need to first understand travel industry, how exactly it works.
06:16So we set up something what we call a vertical task force.
06:20We actually nominate each of the functional team,
06:23have to nominate someone to join this travel task force.
06:25And in the travel task force, they are basically being trained
06:28and groomed to partners with all our travel partners.
06:33I think there can be airline, there can be online travel agency,
06:35travel agents that we always use a traditional one.
06:39So they actually deliver the 26% growth for us on travel.
06:45How they have achieved it was predominantly by going through
06:48how the UI UX of some of our digital partners,
06:51how do they change the UI UX?
06:53How do we do product bundling and pricing optimizations?
06:57I think, for example, I think people may see as a Malaysian,
07:02we typically will see, okay, how much is a premium that you price?
07:05But to protect is a little bit unique.
07:07We also sell insurance in Japan.
07:09We also sell insurance in Australia.
07:11How do we price in Japan is actually to follow the Japanese coverage
07:16and benefit and pricing of what is actually they prefer.
07:20So the whole 26% growth, what I see was,
07:24it actually was achieved while a 7 percentage points improvement
07:28in our average premium.
07:29It actually achieved more than 50% increase in our take-up rate,
07:33meaning that on the same platforms of our partners,
07:36we now have 50% more of the customer actually click
07:40to purchase insurance as compared to a year before.
07:43All right, that's very encouraging.
07:44That said, travel is now a big part of your portfolio,
07:4844 or so percent of your business.
07:51Does that concentration worry you?
07:53What if travel slows down?
07:55I don't think that exactly worries us.
07:57I think we are at even 40%.
07:59I think it may look like a lot,
08:02but we are barely scratching the surface of travel.
08:06Travel is an international business, international market.
08:08We are barely still scratching the surface
08:11of having even like 2% of the market shares
08:13because travel is global.
08:15Travel is not constrained or contained within a country.
08:19It's always a point of origin and the destination
08:21connecting to different countries or multiple countries.
08:24So the room to grow in travel is humongous.
08:29Concentration risk is also not as much of our concern,
08:33more because we have experienced COVID.
08:35COVID, I think that hit us, I think, in 2020.
08:39And I think it was a real life example of even COVID hit us
08:43at such a global scale because of our geographical diversification.
08:46I think we have 34 country territory coverage.
08:49We cover basically insurance from the east of Japan,
08:53I think to the west of Egypt and Kenya.
08:56So we actually have 57 different insurance partners
09:00that's helping us to front all these businesses
09:02through their license to our reinsurance business.
09:06COVID gives us a very good example of even when COVID hit us,
09:10it actually hit us only for about three and a half months.
09:13And when Middle East lockdown, Malaysia is still open.
09:17When Malaysia lockdown, Middle East already open.
09:19And when Middle East opens,
09:20the take-up rate for everyone traveling in the Middle East,
09:23there are more than 10x increase in take-up rate,
09:26I think, by every traveler in the Middle East.
09:28So that kind of self-balancing and diversified
09:31and mitigated our risk because of geographical diversification
09:35that we have.
09:36Okay.
09:37Would you anticipate the same scenario with what's happening?
09:42Of course, the global travel industry has come to a halt a bit
09:47because of the shaky situation in the Middle East.
09:49Is that what you're anticipating to happen this time around as well?
09:53Yes, I think there will be some impact that we expect,
09:56but to what is the quantum of this impact
09:59is the one that yet to be seen.
10:01But still going back to, I was also sharing,
10:04we are barely scratching even 2% of the market shares.
10:07So the room for Twin Protect to continue to grow
10:10despite all this turmoil happening in the global stage.
10:14There are still huge rooms actually for us to grow.
10:17We are talking about more than 50x, I think,
10:21of growth that are actually potential.
10:23So it's just more about how do we bring Twin Protect
10:27being a very Malaysian brand into the international stage.
10:31For most of these international players to start recognise
10:35that Twin Protect, with the 34 countries' territory coverage,
10:39we are actually among one of the bigger ones
10:41in terms of geographical coverage
10:43that can be offered in not just this part of the world,
10:46but actually in the whole global scale.
10:48We are also considered one of the bigger ones.
10:50However, our challenge is a lot more on
10:52our brand are not so much known, I think,
10:56to a lot of this player.
10:582025 was our first attempt in bringing our brands
11:01to some of this player.
11:02I think we do see some initial successes
11:04that they're testing us out at selected countries.
11:08But they also want to observe us to see
11:10whether we can deliver, I think,
11:13a seamless experience to our customers
11:15before they can make any decisions
11:17on whether they want to shift over to us
11:19in the global scale, I think, in more countries, etc.
11:24Where is the next stage of growth?
11:26Do you see this expansion coming from geographical expansion
11:29or do you see more verticals within the space
11:33of insurance that you might go into?
11:35The 24% targets that we have,
11:38we were looking at regrowing the portfolio
11:41in a more balanced way.
11:42So we are also talking about regrowing
11:44the assisting general insurance business
11:47as well as the international business
11:49in a more healthy, proportionate way.
11:52We still have about maybe 50-55%
11:54of general insurance business
11:55which are pretty much a more household consumers
11:59kind of products like fire insurance,
12:01like car insurance, etc.
12:03So with a healthy loss ratio,
12:05we believe that now we are well positioned
12:08to regrow back those portfolios
12:10in both Malaysian and Thailand,
12:12which we have two licenses.
12:13At the same time, for the international market,
12:15I think we believe in supporting regional players
12:19with the network that we have.
12:22In order to do international business,
12:23100% of your journey,
12:25it must be 100% digital.
12:27So onboarding more partners,
12:29I think onto the network,
12:31it's going to be a win-win situation for everybody
12:34because it does not give us incremental cost as much,
12:37but yet basically it helps us to grow the volume
12:42to stabilize the partnership,
12:44to hold our partnership with our insurance partners
12:46to be closer.
12:47And they will also be more supportive of us
12:50and we will have more bargaining power,
12:52I think, over in the long to medium terms.
12:56If we were to look at the numbers a bit further
12:58for FY2025,
13:00one of the areas that did really well as well
13:02is the tax and ancillary income revenue
13:04that grew sixfold to 21 million ringgit.
13:07You have in the past in the media spoke about
13:11going beyond insurance.
13:13How did that materialize in 2025 for TuneProtect?
13:162025, again, it proven that our thinking,
13:19we may be on the right track
13:21because we see a sixfold increase
13:23to about 20 million incremental income
13:26or ancillary income of a core.
13:27So those incomes are beyond
13:29the typical insurance premiums.
13:32It generally, I think,
13:33derive from two main sources.
13:35I think one is actually a technology fee income
13:38because we facilitated this technology integration
13:42between our distribution partners
13:44and the insurance partners.
13:45So insurance partners will pay us a fee
13:47for our tap fee.
13:48And at the same time,
13:50by us understanding the customer needs,
13:52I think something that we take pride of
13:54is actually when we launch,
13:55delay launch pass benefit.
13:57to our flight delay insurance.
14:00What it means is like
14:01when there's a flight delay,
14:02our customers not only enjoy,
14:05they can file a claim for flight delay,
14:06they can also enjoy a premium launch facility
14:09while waiting for their flight.
14:10So that is a benefit
14:11that we actually pioneering in Malaysia,
14:14that we actually bring it back to Malaysia.
14:16And by doing so,
14:18it actually serves us,
14:19it's a win-win situation for both.
14:22It gives our distribution partners
14:23a better customer experience
14:26for their customer.
14:27At the same time,
14:28it also gives us incremental income,
14:30which is ancillary income.
14:31Because we secure the launch access in bulk,
14:35so we have a better pricing
14:37and it allows us basically to make a margin
14:39out of these benefits that we're extending.
14:42At about 20, 21 million,
14:44tech is still quite a small slice
14:45of the total revenue,
14:46let's say about 6%.
14:48When do you expect that the tech side
14:50will start making meaningful impact
14:51and where are those areas
14:52that we'll be supporting that?
14:54Actually, the tech portions,
14:56the beauty of the tech portion
14:57is once you have built these integrations,
15:00the higher the volume of this transaction,
15:03the more money the tech segments
15:05will be making.
15:06So, without incremental cost as much.
15:09So, that's why the 2026 target
15:11is pretty much to regrow back the business,
15:14regrow back the volumes,
15:15because it's 100% already enabled
15:18at this 34 different country or territory.
15:21We would like to be on board
15:23more and more partners
15:24to make use and take advantage
15:26of this network of what we have.
15:27Yeah, you could be someone that is,
15:29you could be an online travel agency,
15:31starting nowadays,
15:32that people operate online.
15:33They could be having maybe
15:35like 16 countries' coverage.
15:39Instead of they reach out
15:40to 16 different insurance companies
15:43in 16 different countries,
15:44they could actually work with us
15:45at a one-swap centre
15:46through one API,
15:49tech integration,
15:50through one product negotiations,
15:52and we can activate
15:54all these 16 countries for them.
15:56Help us visualize
15:58what does it look like
15:59for TuneProtect
15:59when it comes to success,
16:01because what I'm hearing from you,
16:02I feel that the idea
16:05or the goal
16:05is to be a plug-and-play
16:07tech insurance provider.
16:10Because I think for the general public,
16:12when they hear TuneProtect,
16:13you're largely associated
16:15with AirAsia, for instance.
16:16So what do you want
16:19the public or markets
16:20to see going forward
16:21when it comes to TuneProtect?
16:232026, we move on
16:24to the second phase of our strategies.
16:26So the second phase of our strategy
16:27emphasis on three main things.
16:29I think one of the very critical component
16:31is what we call ecosystem play.
16:34So we pretty much
16:36how we see things differently now
16:38is we put the customer at the centre.
16:40A customer could be a traveller.
16:42So what does a traveller need?
16:44That's how we see things.
16:45We don't see
16:46what are the insurance product
16:47that we can sell to these travellers.
16:49We see as if you're a traveller,
16:51what do you need?
16:52You need an airport transfer?
16:53Okay, we'll offer you that.
16:54You need a travel e-SIM.
16:55We launched that last year.
16:57A traveller e-SIM product
16:58that actually comes basically pre-bundle.
17:00We actually,
17:01you need a premium launch.
17:02We also offer that.
17:03So we pretty much,
17:04I think,
17:05believe in a building ecosystem
17:07in 2026
17:08where the surroundings,
17:09I think,
17:10two main categories.
17:11I think the first category
17:12is travellers.
17:13The second ecosystem
17:14that we are also building
17:15this year is drivers.
17:16If you are a driver,
17:17if you buy a car insurance,
17:18I think we hope
17:19that we can offer you
17:20more ancillaries
17:21on what a driver typically needs,
17:23whether it be it,
17:24parking, car wash.
17:25That is basically
17:26what we are looking at.
17:27How do we engage
17:27more with our customer?
17:29That is one of the three things
17:31that we are going to focus
17:31in 2026.
17:32The other two
17:33are pretty much,
17:35I think,
17:35the second part is
17:36how do we expand
17:38the success of our,
17:39the initial success
17:40of our vertical team structure.
17:42That actually have brought us
17:4326% growth
17:45in our travel portfolio.
17:46how do we replicate
17:47this thing into
17:48more line of businesses
17:49to see things
17:52beyond seeing insurance.
17:54I think you need
17:55to understand
17:55travel industry
17:56to sell travel belt.
17:57You need to understand
17:58the car industry
17:59in order to sell
17:59motor insurance belt.
18:01So we are going
18:01to be expanding
18:02that portion,
18:03I think,
18:04and emphasising on that
18:05in 2026.
18:06And the last portion,
18:07of course,
18:07is actually to continue
18:09to invest in our technologies.
18:11How do we,
18:12but a bit different emphasis,
18:14I think,
18:15in 2026,
18:15not just about
18:16how do we distribute
18:17our product
18:18and sell and pricing.
18:19We are going to also
18:20invest into technology
18:21to see how do we
18:23serve our customer
18:24in a more consistent way
18:26across multiple countries.
18:29Yeah,
18:29I mean,
18:29not just about
18:29you bought from us
18:30in Malaysia,
18:31you have the
18:31TrimProtect experience,
18:33you bought from us
18:33through insurance partner
18:35in Vietnam,
18:36you should receive
18:36a similar,
18:37seamless experience
18:38as what you would have
18:40enjoyed maybe
18:40in this part of the world.
18:42So scaling fast
18:44usually requires
18:45a lot of boots
18:46on the ground
18:47but is that a model
18:48that you're looking at
18:48because I feel like
18:50you're going to
18:50attack heavy,
18:51do you need officers
18:52in all these places?
18:53The main bar
18:54of international business
18:55are still delivered
18:56through a B2B
18:57to C model
18:58as it is,
18:59meaning that
18:59we actually partner
19:01with regional players
19:02in the market
19:02that do have needs
19:04actually to
19:05that where
19:06insurance is not
19:07their core income
19:07and then they do
19:08have a widespread
19:10geographical coverage
19:11that is going to be
19:12too time consuming
19:15or troublesome
19:15for them
19:16to try to
19:17earn the incremental
19:18maybe 1 or 2%
19:20insurance income
19:21by spending
19:22so much time.
19:22So they can actually
19:23we offer them
19:24a convenience
19:24of one stop centre.
19:26They can work with us
19:27and then we can activate
19:28this incremental income
19:29for them
19:29without them
19:30investing heavily
19:31in the manpowers
19:32etc.
19:34So for us
19:36this does not
19:37require us
19:38to go everywhere
19:39and setting our offices
19:40in every different country
19:41because we just need
19:43to basically
19:43work with the regional office
19:45of most of these
19:46distribution partners
19:47we call them.
19:48I mean so long
19:49as basically
19:49our integration
19:51with them
19:51are happening
19:52more at the regional level
19:53that will just cover
19:54and expand it up
19:55to all countries.
19:57So quite interestingly
19:58you've pushed out
19:59into new B2B markets
20:01in countries like
20:02Kuwait, Sri Lanka,
20:04Kenya for instance.
20:05Now these aren't
20:05just neighbours
20:06these are frontier markets
20:08so what is the play here?
20:09We again
20:10we are piggybacked
20:12to our B2B2C model
20:13we do have
20:14some exclusive partners
20:15I think in the
20:16Middle East regions
20:17I think we have
20:18Arabia
20:18we have Salam Air
20:19for example
20:20we also have
20:21more than 1500
20:22travel agents
20:23that actually sign up
20:24to use our platforms
20:25in actually purchasing
20:27insurance I think
20:28for their customers
20:29so I think pretty much
20:30we listen to the market
20:32we listen to the needs
20:32of our partners
20:33I think these are the places
20:34where they are
20:35expanding their coverage to
20:36which is
20:37I think one hand
20:38we need to be able
20:39to support them
20:39on wherever they go
20:40on the other hand
20:42once we open up
20:43the market
20:43it also allows us
20:44to start working
20:45on the local market
20:47in acquiring
20:48more travel agents
20:50signing up to us
20:51as well as actually
20:51a more direct
20:52B2B channel
20:54with them
20:54okay
20:55so it's one thing
20:56to be in 30 plus markets
20:58it's another thing
20:59to actually run them
20:59efficiently
21:00so beyond just
21:01selling more policies
21:03how are you
21:04strengthening the engine
21:05itself
21:05how are you making
21:05operations leaner
21:07and more efficient
21:09whatever we do
21:10I think let's say
21:11for example
21:11you touch on
21:12ancillary income
21:13right
21:13ancillary income
21:14of what we have
21:15recorded on this
21:1620 million
21:16it was just
21:18predominantly
21:19I would just say
21:20that it was only
21:20one or two products
21:22that were already
21:22given us
21:23about 21 million
21:24so we emphasis
21:26a lot more
21:27on whatever
21:27we roll out
21:28we are rolling out
21:29on a global scale
21:30so I think
21:31we are not only
21:32rolling out
21:32through a specific
21:33partners platform
21:34but we roll out
21:35to multiple
21:35partners platform
21:36so that allows
21:37us to optimise
21:39the yield
21:39of every partner
21:40that is working
21:41with us
21:41so it could be
21:43a partners
21:44that only
21:44you can work
21:45with a partners
21:46that only sell
21:46insurance
21:47you have a certain
21:48amount of yield
21:49I think by working
21:50the partners
21:50whereas you work
21:51with us
21:51we emphasis
21:52a lot more
21:52the yield
21:53of working
21:53with us
21:54is insurance
21:55and beyond
21:55how do you optimise
21:58the take-up rate
21:59and the margin
22:00that you could have
22:01by opening up
22:02access to your
22:03customer base
22:04to us
22:05so this is on
22:07the business side
22:07but what does it
22:08actually mean
22:08for the customers
22:09so all of this
22:11improvements
22:12and efficiency
22:14does it actually
22:15mean that customers
22:16get their money
22:17quicker when things
22:18go wrong
22:19I think we
22:20emphasis
22:20a little bit
22:21different
22:22I think definitely
22:22we will make sure
22:24that they get
22:24a more seamless
22:25experience
22:26regardless of
22:27where they are
22:28in the world
22:28I mean you could
22:29be in Japan
22:30or South Korea
22:31or something
22:31that there's always
22:32something that you
22:33can reach out to
22:33us anytime
22:34but we place
22:35a lot more
22:35emphasis on
22:36the experience
22:37at the moments
22:38of when the
22:39unfortunate events
22:40that happens
22:41to you
22:41I mean that's
22:42where I think
22:43there was a whole
22:43idea on why
22:44flight delays
22:46we think about
22:46how to make
22:47your waiting
22:48more pleasant
22:50I think that was
22:51where why
22:51delay launch pass
22:53was actually
22:53roll out
22:54we actually
22:55emphasis a lot
22:56more on
22:57giving
22:59every time
22:59you need to fly
23:00I think
23:00high likelihood
23:02that you need
23:02an airport transfer
23:03how do we
23:05basically
23:05onboard merchant
23:06to offer
23:07this discount
23:09voucher
23:1030%
23:1050%
23:11to our customers
23:12so that they
23:12can benefit from it
23:13how do we
23:14offer travel
23:15eSIM
23:16so that you
23:16stay connected
23:17so that you
23:18can receive the
23:19QR code from us
23:20to enjoy the
23:21launch facilities
23:22so that is
23:24what we believe
23:24in putting
23:26customer at the
23:26center
23:27how we
23:28differentiate
23:28ourselves
23:29compared to
23:30other insurance
23:31products that you
23:31may have
23:32purchased
23:32I think from
23:32elsewhere
23:33and this clearly
23:34has been
23:35churning some
23:36good results
23:37for you
23:37do you see
23:39that as the
23:39one that's
23:40going to bring
23:40you to 20%
23:41growth target
23:41in 2026
23:42I see that
23:43will be part
23:44of the contributing
23:45factors
23:45but that alone
23:47may not be
23:47sufficient
23:48I think we
23:48really believe
23:50in we have
23:50reached a more
23:51balanced
23:52profitable
23:53portfolio mix
23:54we need
23:54basically all
23:55line of businesses
23:56to start growing
23:57with the targets
23:58yeah
23:58and where would
23:59you say the
24:00key focus
24:01will be for you
24:03now we are now
24:04in March
24:042026
24:05this coming year
24:06what would be
24:07the what are
24:07your big bets
24:08in 2026
24:09looking at the
24:09trends and the
24:10travel environment
24:11and the operating
24:12environment
24:12that you're in
24:13okay
24:15most of the
24:16challenges
24:16honestly
24:17I think to me
24:18is still
24:19coming from
24:20both sides
24:21maybe a bit
24:22more
24:22also internal
24:23it's a very
24:24different way
24:26of approaches
24:27what insurance
24:28it is
24:29for a customer
24:29so that
24:31generally
24:32bring us
24:33through a journey
24:33in 2025
24:34we did
24:35an attempt
24:36on a vertical
24:37structure
24:37to continue
24:38to expand
24:39the vertical
24:39structure
24:40is going to be
24:40what we are
24:41going to continue
24:41to push for
24:42because we do
24:43see
24:44you will only
24:45be able to
24:45make a difference
24:46those product
24:47innovation come
24:47about through
24:48the vertical
24:48structure
24:49when they go
24:49deeper into
24:50the traveller's
24:51mindset of
24:52what they see
24:53things
24:53that's how
24:54they come up
24:54with all these
24:54innovation products
24:55which are beyond
24:56insurance
24:57so I'm still
24:58going to actually
24:59focus a lot
25:00more on those
25:01areas
25:02but again
25:03then
25:04the teams
25:05will also
25:06take time
25:06to learn
25:08the new
25:09industry
25:09and learn
25:10the pinpoints
25:11of the other
25:11industry players
25:12of what
25:13exactly
25:13are their
25:14pinpoints
25:14so that
25:15it actually
25:15allows us
25:16to continuously
25:16innovate
25:17our products
25:18and how
25:19do we serve
25:20the customer
25:20better
25:21otherwise
25:23insurance
25:24over the years
25:26it becomes
25:26pretty much
25:27like commodities
25:28you may
25:29differentiate
25:30yourself
25:30by some
25:31coverage
25:32and all
25:32these
25:32things
25:32but
25:33every day
25:33how many
25:34times
25:35or how
25:35often
25:36basically
25:36a person
25:37really
25:37fully
25:38benefited
25:39from the
25:40some
25:40coverage
25:41or benefit
25:41coverage
25:41it's unlikely
25:43that you can
25:44actually
25:44fully
25:45utilize it
25:46so what
25:47is more
25:48important
25:48in differentiating
25:49experience
25:50is still
25:51at the moment
25:52of the
25:52event
25:53how could
25:54we support
25:55you
25:55that
25:56leave
25:56a more
25:58memorable
25:59experience
26:00that the
26:00customer
26:01have
26:01that is
26:01going to
26:01be
26:02a lot
26:02more
26:02of our
26:02focus
26:03to wrap
26:04themselves
26:04so is
26:05the final
26:06goal
26:06eventually
26:07to be
26:07known
26:08as
26:08a
26:09technology
26:10company
26:10that
26:10sells
26:11insurance
26:11yes
26:12yes
26:12I would
26:13say
26:13yes
26:13definitely
26:14that's
26:14our
26:14goal
26:14I think
26:15we do
26:15see
26:15that
26:16the
26:16competitive
26:16advantage
26:17of
26:17TwinProtect
26:18is
26:18actually
26:19with
26:19our
26:19global
26:20networks
26:20I think
26:21with
26:21the
26:21global
26:21network
26:2234
26:22different
26:23country
26:23territories
26:23that
26:24position
26:25ourselves
26:25a
26:26very
26:27unique
26:27positioning
26:28to
26:29keep
26:29ourselves
26:30very competitive
26:30in the
26:31market
26:31in the
26:31regions
26:31but
26:32of course
26:33our
26:34biggest
26:34challenge
26:35is more
26:35to do
26:36with
26:36our
26:36branding
26:37of a
26:38Malaysian
26:38brand
26:39to what
26:39extent
26:40the
26:40Malaysian
26:40brands
26:41that we
26:41have
26:42here
26:42are able
26:43to support
26:43all these
26:44players
26:44how to
26:45convince
26:46them
26:46that
26:46actually
26:46we have
26:47been
26:47supporting
26:48like
26:49hundreds
26:49of thousands
26:50millions
26:50of customers
26:51in UAE
26:52but
26:53to most
26:53people
26:53will
26:54be
26:54like
26:54okay
26:54but
26:55you're
26:55based
26:56in
26:56Malaysia
26:56I
26:56mean
26:57how
26:57can
26:57I
26:57see
26:58where
26:58can
26:58I
26:58see
26:58your
26:58brand
26:59exactly
26:59the
26:59question
27:00you
27:00asked
27:00me
27:00because
27:01we
27:01are
27:01behind
27:02the
27:02scenes
27:02so
27:03we
27:03need
27:03to
27:03bring
27:04our
27:04brand
27:04to be
27:05more
27:05visible
27:05to
27:06a lot
27:06of
27:07partners
27:07and
27:07consumers
27:08so
27:08they
27:09understand
27:09actually
27:09who
27:10has
27:10been
27:11serving
27:11them
27:12predominantly
27:12TwinProtect
27:13that's
27:14the thing
27:14in Malaysia
27:15even though
27:15they are
27:16potentially
27:16in Saudi
27:17okay
27:18well
27:18that's
27:18the goal
27:18for
27:192026
27:19fascinating
27:20insights
27:20thank you
27:21Hal
27:21so much
27:21for sharing
27:22great to
27:22have you
27:23thank you
27:23very much
27:23thank you
27:24for having
27:24me
27:24thank you
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