CLIENT PERSPECTIVES
What underwriting teams
say after working with us.
We share perspectives from clients who have agreed to be quoted. We do not inflate ratings or invent outcomes.
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YEARS ADVISING
38
ENGAGEMENTS COMPLETED
4.7
AVERAGE CLIENT RATING
100%
BRIEFS DELIVERED ON TIME
WHAT CLIENTS SAY
A selection of feedback from recent engagements.
Rohani Zainal
Chief Underwriting Officer · Kuala Lumpur
"We had been looking at AI tools for proposal reading for about a year without feeling confident enough to proceed. The Workflow Review changed that — not because it gave us a green light, but because it gave us a written map of where to be careful. That was what we needed."
April 2025 · Workflow Review
Farid Mokhtar
Head of Life Underwriting · Petaling Jaya
"The pilot ran without disrupting our team's daily rhythm, which honestly surprised me. The daily check-ins were useful — short, written, to the point. The close-out report is something I could show the board without rewriting it, which says a lot."
March 2025 · Reading & Drafting Pilot
Wong Tze Kian
General Manager, Operations · Shah Alam
"Stewardship has become part of our quarterly compliance calendar. Having etoileagee sample the outputs independently is useful not because we distrust our team, but because the brief catches things that internal review tends to normalise over time."
April 2025 · Quarterly Stewardship (ongoing)
Nurul Ain Hashim
Senior Underwriter · Cyberjaya
"My hesitation going into the pilot was that the AI would start making it harder to override its suggestions. That did not happen. It is genuinely read-only — I see the note, I decide what to do with it, and the system does not record or flag my overrides."
February 2025 · Reading & Drafting Pilot
Suresh Balakrishnan
Head of Compliance · Kuala Lumpur
"The PDPA section of the usage policy was something I had to review carefully. etoileagee had anticipated the questions I had and addressed them before I asked. That was not what I expected. I ended up sharing the document with our data protection officer, who had no further comments."
March 2025 · Reading & Drafting Pilot
Lim Hui Ling
Chief Medical Officer · Penang
"The part of the session I found most valuable was discussing where the AI genuinely struggles with medical report language. etoileagee did not oversell its capabilities. We spent time on the limitations, which made me more willing to actually test it."
January 2025 · Workflow Review
ENGAGEMENT NOTES
A closer look at three engagements.
CASE NOTE 01 · WORKFLOW REVIEW
A general insurer preparing its IFRS 17 operational documentation.
SITUATION
The firm's underwriting operations team needed to document current workflows for one motor line as part of their IFRS 17 operational review. They were also considering AI summarisation but had no formal position on it.
ENGAGEMENT
etoileagee conducted a Workflow Review over three weeks, including two sessions with the senior motor underwriter and one with the CMO reviewing medical exclusion criteria. The brief was delivered and reviewed with the team before finalisation.
OUTCOME
The written brief was incorporated into the firm's IFRS 17 operational documentation. The firm subsequently commissioned a Reading & Drafting Pilot for the same line, starting with the boundaries identified in the review.
"The brief did two things at once: it gave our project office the workflow documentation they needed, and it gave our underwriting team a position paper on AI they could stand behind." — CUO
CASE NOTE 02 · READING & DRAFTING PILOT
A life insurer introducing AI-assisted first-pass notes for group life proposals.
SITUATION
The firm's group life underwriting team was handling increasing proposal volumes. A previous AI tool trial had been stopped after three weeks due to underwriter concerns about output quality and data scope. The team was cautious about trying again.
ENGAGEMENT
etoileagee ran a six-week pilot with read-only access scoped to a single proposal type. Bilingual training was delivered in week one. Daily written check-ins continued throughout. Three underwriters participated; all completed the pilot and provided feedback.
OUTCOME
Average first-pass reading time reduced by approximately 18% for the proposal type in scope. The close-out report noted two boundary adjustments recommended for any continuation. The firm extended to a second proposal type the following quarter.
"After the first trial failed, I was not sure any of my team would participate in a second. They did, partly because the scope was so clearly limited from the start." — Head of Life Underwriting
CASE NOTE 03 · QUARTERLY STEWARDSHIP
A composite insurer maintaining independent oversight of an AI assist already in operation.
SITUATION
The firm had been operating an AI assist for underwriting note drafting for eight months. Internal review was positive, but the audit committee had asked for an independent perspective before the next board report.
ENGAGEMENT
etoileagee commenced quarterly stewardship at the start of the year. Each quarter, output sampling, a data boundary audit, and a review of BNM and ISM circular updates were conducted. Quarterly briefs were delivered to the chief underwriter within four weeks of each quarter close.
OUTCOME
Two circular-related recommendations were flagged in the first year, both of which the firm's compliance team addressed ahead of the next BNM review cycle. The yearly summary was included in the firm's board report with no revision required.
"The yearly summary went into the board pack without us editing it. That tells you something about how the work was written." — Head of Compliance
REACH US
Speak with our team directly.
TELEPHONE
+60 3 5614 9028ADDRESS
Unit 19-7, Menara Etiqa
Jalan Bangsar, 59000 Kuala Lumpur
WORKING HOURS
Monday – Friday: 9:00 am – 6:00 pm MYT
Saturday: 9:00 am – 1:00 pm MYT
ISM Associate Member
Insurance Services Malaysia — associate membership since 2023.
PDPA Trained
All advisors hold current PDPA compliance training relevant to insurance data.
IFRS 17 Advisory
Recognised advisory resource for IFRS 17 operational review documentation.
BNM Alignment
All engagements reference current BNM guidelines as primary documents.
YOUR NEXT STEP
Start with a short conversation.
Tell us about your firm and what you are considering. We will suggest an appropriate starting point and answer any initial questions without obligation.
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