Zurich Insurance Asia Pacific has launched Zurich Edge Assist, the latest addition to its Zurich Edge Platform (ZEP), a smart and connected hub designed to transform how intermediaries sell, serve, and support customers.
Developed with direct input from agents and brokers, Zurich Edge Assist aims to eliminate friction, accelerate workflows, and integrate Zurich’s internal and external teams into a unified system. The concept is simple: a single, unified platform for everything – from sales and servicing to claims. This means no messy handovers, no duplicate entries, and no lost leads.
Intermediaries can track customer activity in real time, monitor interactions, and proactively follow up on opportunities before they are missed.
Who is Zurich Edge Assist for?
Zurich Edge Assist is designed for intermediaries, offering consistent service to every customer, regardless of whether the interaction begins online or face-to-face.
The platform operates as a shared environment for agents, brokers, and Zurich staff, with role-specific access levels. Built-in logic manages underwriting referrals and automates repetitive tasks, reducing administrative overhead, speeding up response times, and streamlining operations. This ultimately enhances the overall experience at every customer touchpoint.
Zurich Edge Assist already includes several key features, with more to be introduced soon. Smarter Lead Retention automatically directs quotes and interactions to the right team, helping to maintain high conversion rates. Complete Customer View ensures that all customer data and conversations are synced across channels, meaning customers never have to repeat themselves. Flexible Commissions allows teams to manage various payout models and payment flows.
The next phase will introduce dashboard-based task tracking and AI-driven recommendations, enabling agents to match customers with the right products instantly.
A Multi-Market Solution
Zurich Edge Assist is not just a local pilot; it is designed to be used across multiple markets. The platform supports a wide range of insurance products through a 100% cloud-native, API-ready architecture, meaning partners can integrate their own agent portals, banking systems, or white-labelled interfaces without needing to build from the ground up. The platform adapts to the needs of each region while maintaining a consistent user experience.
The initial launch took place in Indonesia, where agents and travel intermediaries are already using the platform. Further rollouts are planned for India, Japan, and Malaysia, with an expanded range of products expected through 2026.
Industry Reactions
Roopa Malhotra, Head of Customer & Digital for Asia Pacific at Zurich, commented: “Zurich Edge Assist bridges online and offline experiences, helping our partners deliver seamless and personalised solutions.”
Edhi Tjahja Negara, Country Manager for Zurich Indonesia, called it “a major leap toward unified distribution, connecting agents, digital partners, and customers within one ecosystem.”
Zurich’s Digital Vision
Zurich Edge Assist embodies the company’s commitment to digital innovation and customer-centricity. By seamlessly blending online and offline experiences, Zurich is enabling its partners and intermediaries to offer more choice and deliver personalised insurance solutions across diverse markets and product lines.
Roopa Malhotra added: “We think Zurich’s approach is clear – make insurance simpler for the people selling it and smarter for the people buying it.”
As part of the Zurich Edge ecosystem, Zurich Edge Assist provides a dynamic platform offering modular products and comprehensive insurance services, including both financial and non-financial endorsements and integrated claims management, tailored to meet the specific needs of each market and customer.