MACSB CEO Ramakrishnan Kervsseben becomes an ANZIIF Fellow

Earning an ANZIIF Fellowship stands out as one of the most rewarding milestones in the career of Ramakrishnan Kervsseben, CEO of Malayan Adjustment Company SDN BHD (MACSB) in Kuala Lumpur.

As a Chartered Loss Adjuster and the Director and CEO of  MACSB, he says the journey demanded rigorous study, meaningful industry contributions, and a strong, ongoing commitment to professional growth.

“For those aspiring to attain this level, persistence, mentorship, and broadening industry expertise are essential,” he says.

“This achievement has reinforced my role as a thought leader in the industry and opened doors for greater collaboration within the global insurance community.”

Growing up with integrity

Ramakrishnan was born and raised in Muar, Johor, Malaysia, in an environment emphasising perseverance, integrity, and hard work.

“My father, a mechanic, and my mother, a dedicated housewife, instilled in me the values of consistency, hard work, and commitment,” he says.

“Growing up, I faced numerous challenges that strengthened my adaptability and leadership skills.”

From an early age, Ramakrishnan developed a passion for learning, personal growth, and pushing boundaries to achieve success.

His journey into the insurance industry began in 1997 when he joined a local insurance adjusting firm. This early exposure introduced Ramakrishnan to the complexities of claims assessment and investigations.

“I quickly recognised the critical role loss adjusters play in ensuring fair and transparent claims settlements,” he recalls.

“Over the years, I worked with both local and international firms, gaining extensive insights into property, engineering, liability, motor and fraud detection claims.”

A leap of faith pays off

In 2014, Ramakrishnan took a leap of faith. He disposed of all his assets and savings to take over Malayan Adjustment Company Sdn. Bhd, which was on the brink of collapse.

From its challenging position in 2014, MACSB, Malaysia’s first adjusting firm, underwent a transformation Ramakrishnan considers another of his most significant achievements. “I have led it to become one of Malaysia’s leading loss adjusting firms,” he shares.

Hard work and resilience pay off - MACSB has grown from two branches and 18 staff handling fewer than 100 assignments per month in 2014 to eight branches, more than 200 staff, and an average of 3,500 assignments monthly across non-motor, motor, and marine classes in 2024.

In 2022, MACSB expanded its services further by launching its subsidiary, Malayan International Marine Company, focused on marine, hull, and machinery claims. The move has driven a 4,300% increase in business turnover.

“Our ability to manage a diverse portfolio of claims and provide high-quality service has positioned us as a trusted name in the industry,” Ramakrishnan says.

Leadership qualities

Although leadership wasn’t his original goal, Ramakrishnan believes it became a natural progression, driven by his dedication to excellence.

“As the CEO of MACSB and a recipient of the 2023 BrandLaureate CEO of the Year award, I believe that leadership is built on vision, accountability, and the empowerment of others,” he says.

“My leadership approach is based on fostering a culture rooted in professionalism, ethics, and continuous learning. I strongly believe that an organisation’s greatest asset is its people.”

According to Ramakrishnan, the Malaysian loss adjusting industry is evolving rapidly, shaped by technological advancements, regulatory changes from Bank Negara Malaysia, and shifting market expectations.

“The integration of digital claims processing, AI-driven assessments, and data analytics is redefining how loss adjusters operate,” Ramakrishnan observes.

“However, challenges persist, including fraud detection, rising operational costs, and adapting to emerging risks such as cyber threats and climate-related damage.”

To remain competitive, Ramakrishnan says loss adjusting firms must prioritise investment in continuous training, cutting-edge technology, and strategic industry partnerships.

Strategic vision

Looking ahead, his vision for MACSB is to strengthen its standing as a premier loss adjusting firm in Malaysia and beyond.

“Our strategic roadmap includes expanding operations across Southeast Asia, further enhancing technological capabilities, and setting new industry benchmarks for excellence,” he shares.

“By embracing digital transformation such as developing E-MACS, a remote-survey system for catastrophic loss, we aim to enhance operational efficiency and accelerate claims processing.

“Over the next five years, our goal is to expand our presence across the Asia-Pacific region, increase our client base, and solidify our reputation as a leader in the loss adjusting industry.”

Become an ANZIIF Fellow