WhatsApp-based assistant earns “Excellence in AI Adoption – General Insurer” recognition
Zurich Malaysia is transforming the way insurance and takaful agents work with the launch of Z Buddy, an AI-powered virtual assistant designed to simplify product enquiries and motor renewals through WhatsApp.
In today’s fast-paced environment, agents often juggle complex enquiries, renewals, and multiple internal systems. Z Buddy addresses these challenges by providing real-time support for motor and travel insurance/takaful enquiries within a single, familiar platform. Instead of navigating multiple portals, agents can interact with Z Buddy via WhatsApp, using English, Malay, Chinese, or Tamil.
Z Buddy is the first solution in the local industry to enable both agents and customers to complete motor insurance/takaful renewals directly through WhatsApp. The assistant manages the entire process — from eligibility checks and customised, password-protected quotations to payment links and cover note issuance — within a single conversation. Future enhancements will expand its capabilities to life insurance and family takaful product enquiries.
For more complex cases requiring personal reassurance, Z Buddy seamlessly escalates conversations to Zurich’s live support team, ensuring agents continue to receive expert assistance while enquiries remain structured and trackable. By automating repetitive tasks, the platform enables agents to focus more on advisory roles and customer relationships.
The innovation was recently recognised at the Insurance Asia News Awards for Excellence 2025, where Z Buddy received the “Excellence in AI Adoption – General Insurer” award for its meaningful and scalable application of AI in modernising operations.
Randhir Singh, Chief Data Officer of Zurich Malaysia, said the initiative reflects the company’s commitment to empowering its people through technology. He noted that by reducing behind-the-scenes administrative work, Z Buddy allows agents to focus on listening, advising, and caring for customers — in line with Zurich’s belief to Care For What Matters.
For more information on Zurich Malaysia’s digital transformation journey, visit www.zurich.com.my.