- With your extensive experience in the insurance sector, what strategies have you implemented at AIA Insurance Lanka to drive growth and be within the top tier of life insurers leading the market in this very competitive environment?
At AIA Insurance, our growth strategy is uniquely centered on delivering a comprehensive proposition of wellbeing that goes beyond offering traditional insurance products. We value good corporate citizenship and endeavour to reach as many Sri Lankans as possible with an integrated ecosystem that encompasses physical, mental, financial, and environmental wellness.
AIA Sri Lanka is driven by AIA’s global goal of engaging one billion people to live healthier, longer, better lives by 2030. This is a bold ambition and it’s linked to our overall strategy of providing wellbeing propositions to our customers. Translating this into reality, we offer a range of benefits, services and educational resources that go beyond financial protection, to all Sri Lankans. Our focus is not just on selling policies but on helping people live healthier, longer and better lives. This unique value proposition is key to what sets us apart in a highly competitive market. It allows us to build stronger and meaningful relationships based on trust, with our customers, business partners and the society at large.
In addition to the wellbeing ecosystem, we have prioritised innovation, customer research and digital transformation to enhance customer experience and ensure that we can pre-empt and evolve with the changing needs of our potential and existing customers. From digitalising our sales journeys to automated customer support and claims processing, we have introduced technological innovations at every stage of the customer journey. This has improved our sales reach, efficiency and personalisation of our offerings. Digital tools and research enable us to understand the customer pulse and analyse customer behaviours and tailor products to their specific needs, further driving customer satisfaction and retention.
We make it a priority to recognise that our continued success is built on the talent and passion of our people, our employees and our insurance sales force. The Company has caringly stood by them through every crisis and assured their livelihood. We have a diverse workforce, and we invest generously to provide them a culture of learning and engagement. This strategy has a dual success. It helps our people to achieve their career and personal ambitions while supporting the Company to achieve sustained market leadership.
- Can you share some insights into the initiatives AIA Insurance Lanka is taking to enhance financial literacy and inclusion among the Sri Lankan population?
Financial security is more than just having an insurance policy or saving up with no life insurance or having multiple accounts in a financial institution. It is about understanding how to manage your money, make smart investments and plan well for the future while living contently in the present moment as well.
At AIA Insurance, we recognise that financial wellness is a crucial aspect of overall wellbeing, and we are committed to improving financial literacy across all segments of the population. Our financial literacy initiatives are designed to make financial education accessible to a broad audience, ensuring that everyone can build a secure financial future.
One of the key pillars of our goal to engage one billion people by 2030 is to enhance financial wellness and education. Our financial literacy programmes are tailored to meet the diverse needs of different demographics across the society. It begins with our employees and sales teams. We equip them with strong financial knowledge, so they can be better advocates of their own finances first. This, in turn, helps us build a stronger, more financially literate workforce that can deliver greater value to our customers in promoting our products and services.
We also encourage people to start saving at a young age and as diversely as possible within our reach. We conduct educational workshops in partnership with schools and universities to teach young people the importance of saving, investing and planning for their financial future.
For women, especially those from lesser privileged geographies or limited financial literacy access, we offer specialised financial literacy sessions to help them take control of their finances and secure their families’ future. In addition, our outreach programmes in rural areas focus on educating people about the basics of financial planning and the benefits of insurance, helping bridge the gap between the formal financial sector and traditionally underserved communities.
On the digital front, we leverage our online platforms to deliver educational content that simplifies complex financial concepts. By using engaging, easy-to-understand formats such as videos, infographics and interactive tools, we help customers better understand the value of financial planning and the role of insurance in achieving long-term security. This approach not only drives financial literacy but also fosters greater inclusion, as more people are able to make informed decisions about their financial future.
In addition to our direct reach, we support and partner with organisations that share the common cause. Our ongoing partnership with Women’s Chamber of Commerce is one such example.
- What challenges have you faced as a female leader in a traditionally male-dominated industry, and what advice would you give to women aspiring to leadership roles in the insurance sector, both within AIA and beyond?
It is not an exaggeration to say that a female leader in a traditionally male-dominated industry, does come across challenges in navigating perceptions that are often shaped by gender biases. In facing these, I have always believed in the power of authenticity and perseverance. These are very strong guiding principles to counter any challenge, including those societal norms based on gender.
It is important to stay true to yourself and derive confidence from your values and to the roots that got you there. That together with wanting to continuously develop and pay it forward, guides your success. I am proud of my parents who moved from a village to Colombo to give me a better education. I am thankful for the government grade five scholarship system that got me to a school that helped nurture me and the Sri Lankan university system that allowed me a sound education.
I made sure to maximise these opportunities and continue to pay back and forward. Having come from a middle-class background, today I am able to lead the Sri Lankan insurance operation of AIA, a leading global insurer impacting the lives of millions across the world. But these are not of singular achievements. I continue to have the support of great teams, colleagues and bosses. At AIA I have mentors who believed in my capabilities and encouraged me to pursue opportunities that aligned with a common vision. Most importantly, I am proud to share a culture at AIA that prioritises diversity and inclusion and recognises the value that women bring to the table. All these and a strong support system of family combined with my own perseverance got me and possibly many like me to the place we are today. So, if we are to give that up due to societal norms based on gender, then I think we are failing in our duty and not doing justice to ourselves.
However, these stereotypes are real and overcoming them require confidence, resilience and continuously learning, from books, from life experiences, from wins and failures. My advice to women aspiring to leadership roles in the insurance sector, or any industry, is to embrace their unique strengths. Don’t settle to be the support behind the scenes. Earn your place in front and fight for it where needed. As women we bring a different set of skills and perspectives to leadership—whether it’s empathy, collaboration or an inclusive mindset—that can drive meaningful change anywhere. It is also necessary to seek out for mentors and trusted networks of support. These can provide guidance and pick you up when you fall.
- How do you envision the future of the insurance industry in Sri Lanka, especially in the context of digital transformation and customer expectations?
The future of the insurance industry in Sri Lanka is set to be shaped by rapid digital transformation and evolving customer expectations. I see insurance under penetration in Sri Lanka as an opportunity. But understanding customers and building trust is critical. Customers today are more knowledgeable. They demand faster, more convenient services and expect insurance providers to deliver personalised experiences that fit seamlessly into their digital lifestyles. At AIA, we are fully embracing this shift and are investing heavily in digital technologies to meet these changing demands.
One of the key drivers of this transformation is the increasing use of data analytics. By leveraging data, we can gain deeper insights into customer behaviours and preferences, allowing us to offer more tailored products and services. In addition, we see digital platforms playing an increasingly important role in how customers engage with insurance products. From purchasing policies online to submitting claims via online customer portals, the digital experience is becoming central to the customer journey. At AIA, we are focused on creating a seamless, user-friendly experience across all digital touchpoints, making it easier for customers to access our services anytime, anywhere.
However, while digital transformation is critical, we also recognise that the human element remains irreplaceably essential in the insurance industry. Insurance is, at its core, about trust and relationships. As we move forward, we are committed to maintaining the personal connection with our customers, ensuring that they always have access to the guidance and support they need.
In conclusion, the future of the insurance industry in Sri Lanka is exciting and full of potential. By continuing to innovate and adapt to new technologies and learning to grow, we can ensure that we meet the needs of our customers today while preparing for the challenges and opportunities of tomorrow.