all times to nurture enduring trust with clients. thank you very much and i wish you a productive conference ahead. 1 the customer satisfaction survey ( css 2022 / 2023 ) findings for the insurance and takaful sector. 2 co - payment refers to a specified amount or percentage that a policy owner / takaful participant must pay upon incurring a medical expense covered under a mhit policy / takaful certificate, with the remainder of the medical expense being covered by the licensed ito based on the coverage of the mhit policy / takaful certificate. 3 financial advisers have the highest persistency rates across all ten policy years, in comparison to agents and bancasurrance or bancatakaful. 4 the financial education network is an inter - agency grouping co - chaired by bank negara malaysia and securities commission malaysia and with members comprising ministry of education, ministry of higher education, perbadanan insurans deposit malaysia, employees provident fund, agensi kaunseling dan pengurusan kredit and permodalan nasional berhad. 5 why companies should learn from the rise of the'finfluencer'( world economic forum, weforum. org ) 5 / 5 bis - central bankers'speeches

norhana endut : keynote address - 13th association of financial advisers ( afa ) annual conference 2024 keynote address by ms norhana endut, assistant governor of the central bank of malaysia ( bank negara malaysia ), at the 13th association of financial advisers ( afa ) annual conference 2024, kuala lumpur, 23 july 2024. * * * it is my great pleasure to be here this morning at the 13th annual conference of the association of financial advisers ( afa ). allow me to first congratulate afa for making this conference an annual event, and to the team on the successful organisation of this year's conference. in a world that is constantly evolving, the financial advisory landscape is no exception. driven largely by technological advancements, regulatory reforms, and shifting consumer expectations, it is essential for financial advisers to be adaptable and forwardthinking in such a dynamic environment. today, i wish to share some insights and strategies that can support financial advisers in providing meaningful and quality service to your clients, in line with this year's theme a€ “ " client centric advising ". before diving into the strategies, let me share some findings from the customer satisfaction survey conducted by the industry1. based on the survey, it has shown that 74 % of customers have positive sentiments about their insurance and takaful experiences. this positive sentiment is largely due to customers'interactions with agents and customer - facing staff at the insurers and takaful operators ( itos ). though independent of the itos, financial advisers too, play an equally vital role in understanding each of your client's unique financial needs and goals, contributing significantly to this positive experience in enhancing customer satisfaction and strengthening relationships. a progressive and inclusive financial system thrives when financial institutions give due regard to consumers'best interest and needs. in line with this aspiration, bank negara malaysia's mandate to regulate the business conduct of financial institutions aims to foster trust and confidence in the financial system. integral to this mandate is the role of financial advisers, who serve as the frontline representatives for consumers. through your commitment to client - centric advising, consumers will continue to be able to receive personalised, transparent, and trustworthy advice, thereby reinforcing consumer confidence in the financial ecosystem. ladies and gentlemen, for bank negara malaysia, we are committed to closely monitoring the evolving trends in the advisory industry, so that financial consumers continue to benefit from appropriate advice and fair treatment