Mitihoon – After a successful transformation, Generali Thailand unveils its 2025-27 strategy, focusing on expanding distribution for growth, investing in technology, driving excellence, and enhancing customer experience to meet evolving customer needs. The company remains committed to sustainability, aligning with Generali Group’s LIFETIME PARTNER 27: DRIVING EXCELLENCE strategy for insurance business excellence.
Mr. Arsh Kaumi, Country Manager & CEO of Generali Thailand, said, “The past year marked a significant milestone for Generali Thailand, built on a strong foundation of three key pillars: Distribution-Focused, strengthening sales channels to ensure comprehensive coverage of all customer needs and platforms through a well trained and equipped advisory model; Customer FIRST, enhancing service efficiency, offering faster, easier, and more convenient access through digital tools and streamlined processes; and People Empowerment, driving business and organizational growth through quality personnel, with a focus on developing their potential to adapt and thrive in an evolving landscape.
These key foundations drove Generali Thailand’s success in 2024, achieving the highest Gross Written Premium (GWP) growth among leading life insurers in Thailand, with a 24.6% increase. This growth was even more satisfying as we take leadership position in our preferred segments. This growth is attributed to strong partnerships and growing manpower across all distribution channels, allowing us to expand and reach a broader, more diverse customer base. Our commitment to enhancing customer service has also garnered positive feedback, enabling Generali Thailand to maintain the top position in the Relational Net Promoter Score (RNPS) for brand satisfaction.
“Generali Thailand has confidence in the long-term potential of Thailand’s economy and prioritizes stable, sustainable operations. In 2025, we’ve set a strategic direction to strengthen our business while ensuring the best interests of our customers and partners, including: First, we aim to enhance partnerships for growth, enabling market expansion and better meeting customer needs across all segments, with a double digit growth target in 2025-27. Second, we are focused on developing products that address diverse customer demands and provide long-term protection, aligning with the trend of an aging society and the increasing emphasis on ESG principles in Thailand. Third, we are committed to boosting customer service capabilities across all channels with greater efficiency, driven by innovation and technology. Consumers from all generations leverage technology to better understand and engage, which is why Generali Thailand will increase its investments on its customer application, GEN 365 to service all customer needs and seller application to offer a better overall buying experience. Additionally, service operations are enhanced by leveraging RPA (Robotic Process Automation) and AI (Artificial Intelligence) to accelerate claims processing and extend coverage to areas where customers require support. These initiatives aim to provide customers with efficient access to products and services, streamline processes, reduce complexity, and enhance service efficiency for the best experience. Lastly, we continue to invest in the development of our people and distributors to accelerate their growth and in being equipped to serve our customers.
On our commitment to giving back to society, Generali Thailand has consistently supported social initiatives. Most recently, the company partnered with The Human Safety Net (THSN) to assist vulnerable Gen Y and Gen Z parents in Thailand who are facing economic hardships and lacking access to quality education, helping them improve their parenting skills efficiently. Additionally, Generali has collaborated with the United Nations Development Programme (UNDP) to promote the growth and sustainability of micro, small, and medium-sized enterprises (MSMEs) in Thailand.”
“The operational strategy in Thailand aligns with Generali Group’s new strategy for 2025-2027, LIFETIME PARTNER 27: DRIVING EXCELLENCE, driving excellence in everything.
“The most important value for Generali Thailand is “Deliver on Promise”—delivering services in line with our commitments to customers, partners, and society with discipline and integrity to build strong trust. This trust is essential for driving strong, sustainable growth and making an impact, and most importantly to be a Life Time Partner to all our stakeholders,” said Mr. Arsh Kaumi.
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