“Our transformation wasn’t just about structural change — it was about building a unified culture where every employee feels valued, heard and empowered. We believe progress happens when people feel secure,” said Pasha.
How leadership turned Liberty General Insurance into a standout employer
WITH over 21 years of experience at Liberty Mutual across leadership roles in the United States, India and Malaysia, Liberty General Insurance Bhd chief executive officer Puneet Pasricha (Pasha) has been instrumental in shaping the company’s people-first culture and long-term strategy.
His longstanding presence within the organisation ensured strong continuity and stability at the leadership level.
From the outset, Pasha focused on creating a supportive and inclusive workplace – one that would foster resilience, collaboration and long-term growth.
“Our transformation wasn’t just about structural change — it was about building a unified culture where every employee feels valued, heard and empowered. We believe progress happens when people feel secure,” said Pasha.
Pasha holding the company’s recent accolades, recognising its commitment to workplace excellence, inclusivity and people-first leadership.
That belief has translated into meaningful recognition, with Liberty named one of HR Asia’s Best Companies to Work For in 2024 and honoured with HR Asia’s Most Caring Company Award and Diversity, Equity and Inclusion Award the same year.
The company also recently won Silver for Best HR Communication Strategy at the Employee Experience Awards (EXA) 2025, reflecting its ongoing commitment to fostering a workplace that prioritises empathy, inclusion and collaboration.
Leading through change
Pasha faced a crucial challenge at the start of his leadership role.
His strategy was clear: dedicate himself to creating a workplace that puts people first, which drives the way of life at Liberty.
From fostering a culture of collaboration and inclusion, to providing growth opportunities such as leadership development programmes, flexible work arrangements and wellness initiatives, employees are always guided by Liberty’s purpose and values – to help people embrace today and confidently pursue tomorrow.
Under his leadership, Liberty launched a range of strategies and initiatives that not only address the immediate needs of our employees but also contribute to a longer-term positive workplace culture.
"A seamless transition with Liberty needed more than just aligning the processes that were already there. It needed a cultural shift — something that unified our employees under a shared vision while driving business growth," Pasha emphasised.
Under Pasha’s leadership, Liberty began by strengthening its commitment to fostering a workplace that values equal opportunities for all individuals, regardless of race, gender, age, or background.
The company’s Environmental, Social and Governance (ESG) initiatives also played a key role in its transformation, highlighting its responsibility not only to employees but also to the broader community.
“A workplace thrives when its people are empowered to make decisions. Our goal was to create an environment where diverse perspectives drive meaningful progress,” Pasha explained.
“With the initiatives, we’re proud that Liberty has achieved integration deliverables within eight months ahead of schedule.”
Liberty also took steps to bring teams together and enhance its operations. In turn, it fostered better collaboration and efficiency. It even moved Liberty from third to second place in Malaysia’s general insurance market in 2024, solidifying Liberty’s competitive edge.
Enhancing customer service
While employees understood the company’s values, a true testament to Liberty’s commitment required a deeper connection with its customers and business partners. Liberty has always placed strong emphasis on digitalising its services to deliver a smoother, more accessible customer and partner experience.
Its digital transformation initiative includes the One Touch App, Liberty’s Digital Roadside Assistance (DRA) that can track requests for assistance in real time via geolocation, anytime and anywhere.
To support small and medium-sized enterprises (SMEs), Liberty introduced SME BI 365, an insurance plan designed to help such businesses recover from unforeseen disruptions, offering financial protection for lost income and additional operating costs.
Liberty also released new product offerings like Auto 365 Comprehensive Lite — expanding coverage options and reinforcing its commitment to delivering tailored, customer-first solutions.
“At the heart of Liberty’s customer-focused approach was innovation,” said Pasha.
“Our new services and products weren’t just strategies — they became part of Liberty’s DNA, shaping Liberty’s workplace into something that prioritises both its employees and the people it serves.”
Liberty General Insurance employees celebrating a culture of collaboration, inclusivity and shared success in the workplace.
A culture of excellence
Pasha’s relentless focus on fostering a strong workplace culture where employees thrive, business partners flourish and customers benefit has directly contributed to Liberty’s impressive business performance. By the end of 2024, the company achieved 4.8% growth in Gross Written Premium (GWP), a 3.1 percentage point drop in the Combined Ratio, a 1.9% reduction in expenses and over 13.3% growth in Pre-Tax Operating Income.
To nurture and grow its evolving culture, Liberty introduced a new engagement programme - “Liberty Live”, unifying employee-centric initiatives around the theme ‘Celebrating You Always’. To measure the programme’s effectiveness, Liberty continuously monitored employee sentiment, including insights from high-performance culture assessments and performance pulse surveys. This helped foster a strong feedback culture — critical to the organisation’s transition toward a high-performance environment rooted in accountability and empowerment.
Looking ahead, Liberty aims to further build on its initiatives by leveraging upcoming products to create a smoother and more accessible customer and partner journey. By prioritising culture, embracing innovation and fostering strong leadership, Liberty General Insurance has not only secured its place among the best workplaces in Asia, but has set a new standard for excellence in the insurance industry.
To learn more about this insurance solutions provider, visit https://www.libertyinsurance.com.my/
Related News:
