In an industry built on promises, leadership is measured by the ability to turn trust into action while preparing for risks that are yet to emerge. Mr Sithumina Jayasundara, Executive Director/CEO of HNB General Insurance Ltd., reflects on how the company is strengthening its competitive position through disciplined growth, diversified distribution, digital transformation and a relentless focus on customer experience.
His perspective reveals a leadership philosophy that places resilience and adaptability alongside performance.
As Sri Lanka’s risk landscape evolves, Jayasundara explains how HNB General Insurance is building the capabilities, partnerships and organisational strength required to protect customers today while confidently preparing for tomorrow.
1. What Makes HNB General Different?
Sri Lanka’s general insurance market is highly competitive, with customers having considerable choice. What do you believe genuinely differentiates HNB General Insurance from its competitors, and what are the core strengths that have enabled the company to consistently grow its position in the market?
At HNB General Insurance, we believe our differentiation comes from the combination of trust, accessibility and agility.
Insurance is ultimately a promise to be there when customers need us most, and we have focused on building that promise through consistent service, strong partnerships and a commitment to delivering on our obligations.
Our strength lies in the breadth of our business and the ability to serve customers across multiple segments through a diversified distribution network. Whether through bancassurance, our branch network, corporate partnerships, brokers, leasing companies, Takaful or direct channels, we have built multiple touchpoints through which customers can access protection in a way that is convenient and relevant to them.
At the same time, we have continued to invest in technology, people and processes to make insurance simpler and more responsive. Our growth has therefore not been driven by scale alone, but by our ability to adapt to changing customer expectations while remaining disciplined in how we manage the business.
We aspire to be a trusted partner that helps individuals, families and businesses confidently take on tomorrow.
2. Growth with Strength and Sustainability
HNB General Insurance achieved a significant milestone by reaching Rs. 11 billion in Gross Written Premium in 2025 and has continued to pursue what it describes as quality growth. What has driven this momentum, and how are you ensuring that future expansion remains profitable, disciplined and sustainable while continuing to create value for policyholders?
Reaching Rs. 11 billion in Gross Written Premium in 2025 is an important milestone for HNB General Insurance.
Our momentum has been supported by a combination of dedicated customer service, diversified distribution, operational discipline and the continued commitment of our people.
As we look ahead, for us, quality growth means growing responsibly, with the right balance between market opportunity, underwriting discipline, risk management and customer value.
We also recognise that sustainable growth in insurance requires us to think beyond immediate results. It requires investment in our people, technology, digital capabilities and customer experience, while maintaining the financial strength and governance standards expected of a responsible insurer.
Our objective is therefore to build growth that is profitable, resilient and sustainable over the long term.
3. Turning Distribution into a Competitive Advantage
HNB General Insurance has developed a diversified distribution model encompassing bancassurance, branches, corporate business, Takaful, brokers, leasing and direct channels, while its bancassurance capabilities have received repeated international recognition. How has this multi-channel strategy become a competitive advantage, and how does it help you reach different segments of Sri Lankan society more effectively?
In insurance, accessibility is a significant part of value. A strong product is meaningful only when customers can access it through channels that are convenient, trusted and relevant to their lives.
Our presence across bancassurance, branches, corporate business, Takaful, brokers, leasing and direct channels enables us to engage customers at different stages of their lives and through different points of need. Each channel brings its own strengths and allows us to serve distinct customer segments while maintaining a consistent commitment to quality and service.
Our objective is simple: to make protection easier to access, wherever and whenever our customers need it. This broader reach allows us to contribute to the wider goal of increasing insurance penetration and financial resilience across Sri Lanka.
4. Reinventing the Customer and Claims Experience
Technology is transforming how customers expect insurance to work. HNB General Insurance has invested in digital policy issuance, payment solutions, mobile-enabled claims assessment such as Claimee. How are these innovations changing the customer experience, particularly at the critical moment when a policyholder needs to make a claim?
The real test of an insurance company is not when a policy is purchased; it is when a customer needs us to deliver on our promise. That is why we see claims as one of the most important areas in which technology can make a meaningful difference.
Our investment in technology allows us to simplify processes, reduce turnaround times, improve visibility and provide customers with greater convenience during what can often be a stressful experience.
The right combination of digital tools and human support allows us to respond faster while retaining the empathy and reassurance that customers expect from their insurer.
We are continuing to explore how data, automation and emerging technologies can further transform the insurance journey.
5. Protecting Sri Lanka Against Tomorrow’s Risks
The risks facing individuals and businesses are changing rapidly, from climate-related events and cyber risks to evolving mobility, healthcare and commercial exposures. How is HNB General Insurance preparing for these emerging risks, and what role do you see the company playing in building a more resilient and better-protected Sri Lanka over the next decade?
At HNB General Insurance, we believe our role extends beyond responding to these risks after they occur. We have a responsibility to help customers understand, manage and prepare for risks before they become losses. This requires continuous investment in our technical capabilities, data and analytics, technology, product innovation and the expertise of our people.
Cyclone Ditwah was one of those moments for us. When it hit, customer support became our highest priority, demanding speed, empathy and decisive action from everyone involved. We focused on rapid claims response, efficient assessment processes and timely settlements, and that combination reinforced customer trust at a time when it mattered most.
Over the next decade, we want HNB General Insurance to play a broader role in strengthening Sri Lanka’s resilience. That means supporting individuals and businesses with relevant protection, contributing to greater awareness of risk and working with partners across the ecosystem to develop solutions for emerging challenges.
As a company for us, prepared for Tomorrow’s risks means not only anticipating what may happen, but also building the capabilities, partnerships and organisational resilience to respond effectively when it does.
Key Takeaways
1. Trust, Accessibility and Agility Drive Differentiation
HNB General Insurance combines strong customer relationships, diversified distribution and operational agility to make protection more accessible while responding effectively to changing customer expectations.
2. Quality Growth Goes Beyond Premium Expansion
The company’s growth strategy balances market opportunity with disciplined underwriting, sound risk management, strong governance and continued investment in people, technology and customer experience.
3. Building Resilience for Tomorrow’s Risks
HNB General is strengthening its capabilities in technology, data, innovation and partnerships to address emerging risks while helping individuals and businesses become better prepared and protected.
