Dhabi, April 15, 2015
Insurance Authority (IA) organized a brainstorming session for the managers of
national and foreign insurance companies operating in the UAE on innovation to
develop the services of the insurance sector in order to realize the vision of
His Highness Sheikh Khalifa bin Zayed Al Nahyan,
President of the United Arab Emirates the declares 2015 as the "Year of
Innovation" in the UAE.
Ibrahim Obaid Al Zaabi, Director General of the IA, addressed the brainstorming
session, which was attended by the general managers of the national and foreign
insurance companies, and said that the session aims at developing the services
provided to policyholders and beneficiaries of insurance as the insurance
sector is one of the promising sectors to develop the national economy and
increase the contribution of insurance premiums to the UAE gross domestic
added that the session is organized due to the importance of public and private
sector partnership in searching how to render insurance business innovative in terms
of delivery of better services, studying the most recent techniques to develop
the concept of insurance services, and to better adapt the policies and
procedures in order to reach innovative services to serve the customers, with
the objective of achieving the vision of the wise leadership to advance the UAE
into the world's most innovative nation.
Al Zaabi confirmed that the IA is committed to engage the insurance companies
in dialogue and in-depth discussion on all insurance issues to improve the UAE
market competitiveness and boost the growth of this vital sector which sees
increasing growth and progress in parallel with the outstanding growth of
national economy. He indicated that the session aims at taking the insurance
sector to the future based on innovative foundations.
said that innovation has become a key feature and an outstanding title in
business development and development of customer service culture in the UAE,
out of the vision of His Highness Sheikh Khalifa
bin Zayed Al Nahyan declaring 2015 as the "Year of Innovation" and in
realization of the vision of His Highness Sheikh Mohammed bin Rashid Al
Maktoum, Vice President and Prime Minister of the United Arab Emirates,
and Ruler of Dubai, on the national innovation
strategy which aims at making the UAE among the world's most innovative nations
within the next seven years.
said that according to the above, the IA declared creativity and innovation as
one of the key values sought to be adopted and activated at the level of the IA
and the sector by developing the dialogue of innovation which focuses on
developing the innovation value as a key drive to develop all work areas,
especially in the field of service delivery, increasing the effectiveness of
procedures in this field, and catching up with the state-of-the-art technical
and technological developments.
pointed out that the IA sees innovation as a key catalyst of creating the future,
being the real capital which puts the institutions and companies at the
forefront and enables them to face the challenges and exceed the competition
which exists in all aspects of work today.
said that the companies that work on innovation are the ones that guarantee
survival and continuity for a long time and be able to develop themselves, achieve
sustainable growth, and face the rapid changes in the business world.
added that the IA's vision of innovation is based on a real conviction that
generation of ideas and innovation is not a secondary work or a supplementary
activity in business, or an individual work. Yet, it is a fundamental and
organizational act when the serving of customers is the culture of the entire
institution, where every individual is keen to serve the customers and compete
to provide the best services.
pointed out that under the increasing expectations of the society and the demands
of customers of all levels and categories, permanent and ongoing
"innovation" is the only solution to meet such expectations and
realize demands to provide "seven stars" services to the customers.
Al Zaabi said that the requirements to provide the customers with "seven
stars" services are based on many key pillars, most importantly, setting unconventional
frameworks to instill the culture of innovation, develop a work environment
that promotes solutions, creating new ways for service delivery, developing the
economy to boost the UAE international competitiveness, creativity and
innovation in communication and outreach, launching the knowledge councils,
through which the ideas, suggestions and experiences are exchanged amongst the workers
in the sector, and adopting an excellence platform in the entire sector.
affirmed that the session is important to those in charge of the insurance
industry in the UAE as it aims to cooperation to find creative ideas for
service delivery that exceed the expectations of customers of policyholders and
beneficiaries of the insurance activities in terms of communicating with
customers via multiple ways that save time, effort, and cost, in addition to
the areas of applying electronic services to the customers in terms of services
of buying insurance policies and payment of compensations via the internet and
smart phone applications.
pointed out the importance of establishing a customer service center in every
insurance company within the "seven starts" service specifications,
through which different customer categories are handled while focusing on
considering their cultural and social differences.
said he hopes that the companies present innovative ideas and creative visions,
which are harmonized with the common aspirations and goals, and contribute in
developing the capabilities of the UAE insurance market, boost the service
culture, and develop the concept of serving various customer categories, and consequently
handling the present challenges and win the future prospects.
Mr. Al Zaabi
reviewed the IA's strategy which includes its vision to become a leading entity
in the regulation and development of the insurance sector and improving the competition
standards worldwide, in addition to its mission, value, strategic objectives,
and key initiatives to develop the insurance sector.
pointed out that the IA's key strategic objectives are represented in
regulating and developing the UAE insurance sector, supervising and overseeing
the insurance sector to ensure compliance with the laws, and promoting the UAE
as a regional and international insurance hub. Other objectives include
boosting the relationship with the federal and local bodies and ensuring that
all administrative services are delivered as per the quality, efficiency, and transparency
turn, during the workshop, the Organizational Development Office team delivered
a presentation on the "Emirates Government
Service Excellence Program"
application to achieve the UAE Vision 2021 becoming one of the top nations
worldwide. The team also presented the program's vision to provide excellent
"seven stars" government services and adopting the strategic
directions with a government that focuses on the customers and an
inherent and competent government.
presentation addressed the customer's typical course as it is represented in
four key pillars, namely, receiving of service, submitting of service
application, communication during the course of procedures, and service
completion, in addition to the key customer satisfaction principles in the UAE government, service quality, and
the presentation reviewed the national innovation strategy, its four tracks,
and the key pillars of innovation which include setting unconventional
frameworks to instill the culture of innovation and developing initiatives of
insurance service delivery to the policyholders.
the brainstorming session on innovation in the development of insurance
services began. Managers of companies presented ideas to develop the insurance
services provided to customers. The ideas include adopting the Emirates Government Service Excellence Program
by the insurance company and seeking to use modern technology in service
delivery as well as adopting advanced mechanisms to serve the customers.
On their part, the managers of insurance companies said they
appreciated the IA for taking the initiative of holding the session which was
one of the key steps adopted by the IA to boost the partnership between the
public and private sectors.
commended the practical steps taken by the IA recently, whether in terms of
legislations or transforming its services to the companies to smart services,
which saves the time and effort of companies and generally boosts the UAE
insurance market performance.
managers confirmed the importance of holding such gatherings on a regular basis
to discuss the issues that increase the competitiveness level of the UAE insurance
sector and boost its international position.