Private Client Services by Mercer, a market leader in leveraging technology to deliver integrated life insurance solutions for high-net-worth individuals, broke new ground as the first insurance broker to provide Hong Kong-based life protection solutions remotely to high-net-worth and ultra-high-net-worth individuals residing in five markets outside of Hong Kong.
Reflecting the company’s strengths in digital innovation, this new service allows Private Client Services by Mercer (PCS) to provide insurance advice, assist with placements of risks and offer a wide spectrum of life insurance solutions to overseas clients virtually as travel restrictions continue to affect entry into Hong Kong. We spoke to PCS Group CEO, Joseph Low, to find out more.
Joseph Low, what inspired PCS’ digital innovation?
PCS has the ability to provide remote end-to-end life protection broking services to clients; from consultation and medicals to documentation and contract signing. And our digital journey began when the pandemic hit in 2020.
We were amongst the first to implement remote procedures and offer clients access to Singapore and Bermuda insurance products from Singapore. We immediately responded to clients’ needs by using the best available technology to remotely conduct consultations and facilitated in-country medical check-ups. We also enhanced our documentation process by using e-signatures, reducing paperwork, and improving turnaround time by 30 to 50 percent.
Playing to our strengths in digital innovation and constantly pushing the boundaries to put ourselves ahead of the curve, we participated in a new 12-month trial pilot program on 30 May 2022 which makes it more accessible and convenient for clients in five overseas markets to subscribe and purchase insurance products offered by companies in Hong Kong, without the need to travel.
In doing so, we are cementing our reputation as the digital trailblazer in the high and ultra-high net worth (HNW and UHNW) insurance space.
How did this new offering come about?
This new service in Hong Kong was made possible after an exceptionally rigorous application and due diligence process, which took more than a year. Apart from sharing our insurance broking procedures, technological infrastructure, as well as data storage and cybersecurity capabilities, we demonstrated our capacity to fulfill our fiduciary duty while providing clients with a strong and seamless user experience with the relevant authorities. With the success of a similar remote insurance broking service in Singapore as an example, we showcased our ability to provide this new offering to clients, adhering to the most stringent data security and privacy requirements.
How does this new service benefits clients?
PCS’ remote procedures are tailored to enhance the insurance broking process and the digital experience for clients. It will enable client meetings to be held virtually via video conference and client agreements as well as forms to be embedded and protected by digital signature tools.
The remote procedure allows clients to access a wider selection of life protection solutions, without traveling to Hong Kong, in addition to the Singapore and Bermuda solutions that we offer remotely from Singapore.
The variety of choices means better flexibility and more competitive pricing for clients. Moreover, access to Hong Kong products also means our clients are now able to remotely select protection plans and Savings Products, issued out of the Hong Kong jurisdiction – allowing HNW and UHNW individuals to deploy them in optimizing their estate and legacy plans.
How do insurers and bank partners benefit?
Strong support from Hong Kong insurers and bank partners has been critical. We are grateful, and we continue to work closely with our valued partners to evolve toward more virtual efficiency – without losing connection.
What’s next for PCS?
We want to be the architects of future possibilities in the insurance broking space. It’s not enough to be the first or the best, we want to be the first and the best.
Adopting a more digitalized approach in a highly personalized business like ours has its challenges, but we embrace the fact that a digitalized world is here to stay. We are committed to staying relevant to HNW and UNHW clients as well as the emergent generation, who have a native comfort with digital approaches.
Our ambitious vision and commitment to client service mean that we will continue to innovate. By innovating, we are strategically breaking new ground, creating solutions for all the stakeholders in the global wealth management and estate and legacy planning sphere. Ultimately, it is also about striving to meet the needs of our HNW and UHNW clients, banking partners, insurance providers and the regulatory authorities.
Joseph Low is the Group Chief Executive Officer of PCS by Mercer, responsible for developing the Group’s overall strategy and leading the PCS business globally.
