Extracts from the address of the Chairman,

Mr Eddie Lim,

at the 5th Annual General Meeting held on 31st March 2004

With the guidance and support of the National Insurance Association of Malaysia (NIAM), the Society has carried out a number of activities for the current term of 2003/ 2004.

The Society started off with the Customer Service Skil Workshop in the month of July 2003. This workshop is a departure from the usual technical skill workshop as the Society is of the view that customer service in claims management has a vital role to play in delivering a tangible product which is the claims cheque. Claims examiners must have the correct service mindset to deal with both internal and external customers of the company to be effective. The workshop is so attractive that the Society has to split the participants into two sessions due to the overwhelming response. The second workshop was held in August 2004. A total of fifty five participants from ten insurance companies participated in this workshop over two days each.

In the month of July, the Society held the traditional cocktail reception for claims executives and managers in a leading hotel in the city as well. This is to promote networking and exchange of information among the claims examiners in the industry for good rapport, which is one of the objectives of the Society's formation.

In September 2003, a luncheon meeting was held with the Life Insurance Association of Malaysia (LIAM) executive committee members. The meeting was to promote NICS activities to the life insurance colleagues and encourage them to join the Society as NICS is a Society for both life and general business companies. The EXCO met with the LIAM EXCO, which has given the opportunity to know them. Among the topics discussed, were the ability to use the police networking to assist them to investigate into suspected fraudulent claims affecting the life business. NICS were also highlighting to the LIAM EXCO that there are seminars and workshops organised by NICS for the benefit of the life business members as well. In fact, some of the life business members attended one of our workshops for senior claims examiners in the industry and also our cocktail function.

For the month of October 2003, the Society organised a three days workshop for senior claims examiners in the industry entitled " Decision Focus ". The workshop focuses on effective decision making and implementation. There were twenty five participants from the general and life business representing ten insurance companies. The response and feedback were encouraging as this is the first time the Society is organising a management course for senior claims colleagues. Due to the success of this course, there was a request for a similar course to be organised for the next term.

NICS ended the year 2003, with a luncheon meeting with the National Insurance Association of Malaysia (NIAM) EXCO to discuss on a possible working paper in relation to the Motor Claims, Third Party Bodily Injuries' compensation in December. The discussion was focused on the way the compensation fund is being managed by the claimant's lawyer and the claimant himself. NIAM and NICS EXCO also discussed on how annuity schemes as provided by life insurance companies can assist to manage these compensations in a more efficient and effective manner. A guideline needed to be agreed upon and the parameters set, to enable the working committee to deliberate on the relevant issues involved. In all probability, this project will spill over the next term.

In March 2004, the Society organised a trip to the Perodua Car Assembly Plant in Rawang to get a first hand experience of how vehicles like " Kancil ", " Kelisa " and " Kenari " were assembled. This is the first time the Society saw a car assembly plant in progress and the trip is meaningful to many of the participants. There were forty participants from twenty insurance companies for this half day trip to the Plant. This activity concludes the current term.

The number of activities organised for this term augurs well for the Society. Due to time and resources constraint, there are also some activities to be spilled over to the new term in addition to those planned for the new term.

Briefly, due to overwhelming request, the Society shall organise another Customer Service Skills workshop in June 2004 and " Decision Focus " workshop in July. There will also be a workshop on Motor Bodily Injuries Claims for the month of August followed by a workshop on Medical Injuries Investigations and Assessment in November 2004.

NICS will also organise an educational trip to an Air-Conditioning Plant and /or a trip to the largest newsprint manufacturer in this region by the end of 2004. For 2005, we hope to organise a Team Building workshop for senior staff in the industry. Most of the activities for the new term, are generic to cater for our life business colleagues as well as the rest of the examiners in the industry.

Eddie Lim

Chairman 2003 / 2004

31st March 2004.