Zurich Malaysia has introduced Z Buddy, an AI-powered virtual assistant that provides support to its insurance and takaful agents through WhatsApp.
The tool, first presented at a launch event on 7 July, is intended to help reduce day-to-day operational friction by providing real-time responses to common agent enquiries. According to the company, Z Buddy can assist with repetitive administrative tasks, allowing agents to focus on other areas of their work.
In its initial phase, the assistant will provide support on travel and motor insurance or takaful enquiries, claims procedures, and general product information, including coverage details. Zurich Malaysia plans to expand the tool’s capabilities over time to include functions such as generating motor quotations and guiding agents through specific customer requests.
“AI and data are not just technologies, they’re enablers of trust, transparency, and smarter solutions. Every step we take is about building systems that are faster, more responsive, and built for the future,” said Randhir Singh, Chief Data Officer at Zurich Malaysia.
Foo Chuen Hou, Chief Distribution Officer, General Segment at Zurich Malaysia, explained that their move goes beyond following trends. “By simplifying processes and equipping our agents with smarter tools like Z Buddy, we’re enabling them to respond faster, work more effectively,” he said.
The launch forms part of Zurich Malaysia’s broader digital transformation strategy, which focuses on leveraging technology to support distribution networks and improve service delivery for both its insurance and takaful operations.
The Z Buddy launch also aligns with Zurich’s broader expansion strategy in the Asia Pacific region. The company is targeting growth in SME insurance in underserved markets, including Malaysia, Indonesia, and India, where market penetration remains significantly lower than in developed markets. Earlier this month, Zurich Global Ventures also acquired Canadian MGA BOXX Insurance to expand its cyber insurance capabilities, particularly for SMEs and retail clients.
