Affin Bank Berhad | Annual Report 2020

89 MANAGEMENT DISCUSSION & ANALYSIS AFFIN BANK BERHAD 197501003274 (25046-T) | ANNUAL REPORT 2020 AXA AFFIN GENERAL INSURANCE BERHAD 2020 KEY OBJECTIVES Driving selective growth Driving efficiency through LEAN methodology/ robotics Enhancing customer experience and increasing number of customers Continue to build internal capabilities 2021 STRATEGIC FOCUS Profitability – Building a sustainable business portfolio Growth – Focusing on growing preferred segments Customer Centricity – Providing better customer experience through simplification and payer-to-partner initiatives Efficiency – Reducing claims cost and optimising expenses 2020 OPERATIONAL REVIEW 2020 was a challenging year for the general insurance sector as the outbreak of the COVID-19 pandemic had an adverse impact on the economy and industry performance. Despite the general insurance market contracting by 0.6%, AXA AFFIN General Insurance Berhad (“AAGI”) achieved a growth of 2.1%, primarily driven by the preferred segments. We also saw positive progress on our strategic priorities in terms of efficiency and customer experience. AXA AFFIN General Insurance has invested in robotics process automation (RPA) and deployed more than 100 bots across the company, resulting in 95% improvement in the quality and speed.