Fair Treatment of Customers | Excellent Customer Experience | Innovation | Shin Kong Life Sustainability

Innovation
Excellent Customer Experience
Fair Treatment of Customers

Excellent Customer Experience

SKL is committed to creating a high-quality and comprehensive insurance service journey for customers through the development of innovative financial services, the promotion of digital transformation, and the continuous implementation of treating customers fairly.

Diversified Products

Innovative Digital Services

Fair Treatment of Customers

Fair Treatment of Customers

SKL uphold the spirit of "friendly service" and "ethical business" to enhance the accessibility, usability, service quality, and consumer rights protection of financial services. We are committed to promoting fair treatment of customers, implementing inclusive finance, and achieving social benefits and provided the most reliable service for the public, hoping to become the most trusted brand in the life insurance industry.

Implement the Principles of Treating Customers Fairly

SKL follow the "Principle for Financial Service Industries to Treat Clients Fairly" as the core values and behavioral guidelines to establish a corporate culture centered around "fair treatment of customers." With continuous promotion of financial insurance knowledge, consumers are made aware of the importance of insurance. Additionally, proactive measures are taken to provide more in-person or digital care services to elderly and disabled policyholders, demonstrating the commitment to fair treatment of customers.

Treating Customers Fairly Committee

We amended the "Fair Treatment of Customers Policy" and the "Strategy of Treating Customers Fairly" in 2019, as well as established the Treating Customers Fairly Committee, which is responsible for supervising the implementation of the fair treatment of customers and reporting the results to the Board of Directors for deliberation on a regular basis. To protect the rights and interests of our policyholders, we have implemented a top-down culture of treating customers fairly, making it one of the company's DNA.

Fair Treatment of Customers Intensive Measures
1
Product design

  • Developed insurance products that fit various needs:

    1. Continued to develop inclusive products.
    2. Included specific medical devices common to the elderly in the coverage; with flexible payment for long-term care insurance, such as single payment and monthly payment.
    3. Designed readable product publicity and videos.
    4. Held "Insurance Product Review Team" meetings before selling and “Terms Discussions” meetings after selling to reduce the policyholders' doubts about the policy terms.
2
Solicitation and marketing
  • Prevented and protected the elderly from financial exploitation
  • Built a "fraud prevention and risk control model for insurance agents"
3
Customer service
  • Optimize Customer Information System (CIS) with friendly care alert function, to provide services for people with different types and levels of disabilities
  • Elderly customer fraud prevention campaigns and digital-friendly seminars were conducted to help attendees to learn about the three principles of fraud prevention and convenient digital payment channels
  • Build "Smart Address Verification" mechanism, in order to address the practical issues of new policy applications and contract modifications where incorrect or non-existent addresses are provided, resulting in the failure of related notifications to be delivered accurately
  • Build "Smart Insurance Policy Health Check System" to quickly analyze the current status and coverage gaps of customers' policies.
  • Our official website has a dedicated section for fair customer treatment and Financial Friendly Service section。
  • Build the "Sign Language Video Translation Platform" to facilitate seamless communication for individuals with hearing and speech impairments.
  • Deepen our commitment to age-friendly, dementia-friendly, visually impaired-friendly financial services, and reinforce customer service processes, to provide appropriate customers treatment guidance
  • We proactively visited and provided services to policyholders aged 99 and above, offering friendly care, helping them understand their own policies and updating their contact information to safeguard their rights and interests.
  • We organized digital-friendly seminars for elderly policyholders, consolidating anti-fraud concepts and preventing financial exploitation.
4
Claims
  • Combined the claim review notice with the government's long-term care information and established a self-checking mechanism.
5
Grievances

  • Disposed of disputes over solicitation of people aged 65 and above:

    1. Added warning signs to the grievance system.
    2. Reviewed the causes with the underwriting department and developed improvement measures.


Friendly Insurance Services

Social responsibility in the insurance industry is keeping society stable. SKL strives to provide friendly insurance services in response to the inclusive finance policy. We have designed a series of friendly insurance services, so that all groups of people can enjoy financial services equally. In the future, SKL will continue to promote friendly insurance services in all channels, build a corporate culture that values consumer protection and the fair treatment of customers, implement a customer-first strategy, and making financial inclusion a reality.

Disadvantaged people

The elderly
  • SKL Long-term care website
  • Providing Sound retirement planning through group synergy
  • Caring for the elderly and providing appropriate services

Emergency/disaster-affected policyholders
  • International disaster relief
  • Emergency/disaster care

COVID-19 affected policyholders
  • Epidemic prevention and relief

Young people
  • LIFE Lab.
  • Financial education for high school students

Customer Service and Communication

Shin Kong Life attends to customer needs carefully. Adopting a "3D" customer service policy (i.e., Do With Passion, Do By Technology, and Do Things Right), we dedicate ourselves to listening to customers, rolling out a full range of accessible insurance services, and offering BSI-certified customer service. Technology has empowered SKL to improve various service flows, providing customers with a premium experience.

"3D" customer service

Do Things Right

Do with Passion

Do By Technology

Listening to the Voices of Policyholders

SKL has a customer service hotline (0800) in place to quickly provide customers with accurate information and regularly conduct customer satisfaction surveys to enhance the quality of service. We also organize training courses and conduct regular inspections to keep the quality of service stable and improve customer satisfaction.

To enhance customer service quality, SKL's customer service has passed the stringent inspection of the British Standards Institute (bsi)，got certified to " Royal Mystery Shopper (RMS)" and "ISO 10002:2018 Customer Satisfaction Management System," making SKL the first in the life insurance industry to be awarded the Excellence Service Mark (ESM).

Customer Satisfaction Survey 2020 2021 2022
Customer satisfaction rate 88.6% 88.1% 95.8%
Responding to Policyholder Feedback Attentively

For complaints lodged by policyholders, we have a grievance mailbox to handle policyholders' complaints. After receiving policyholders' complaints, the dedicated department will investigate them immediately and follow up on the cases to get back to the policyholders in a timely manner. With the effective control and response, the rankings of the weight and the comprehensive score on the grievances have improved greatly, showing that the results have rolled in.

Quick Claims Service

SKL has established the "claim risk analysis system," which distributes cases immediately, reviews cases online, and shortens processing time to quickly settle policyholders' claims.

Claim risk analysis system

 Analyze the characteristics and trends of rejected claims to improve the hit rate of investigations and prevent fraudulent claims.

Advanced quick claim risk analysis system

 Analyze the characteristics and trends of quick claims settlement cases based on the established high-risk model to improve the overall performance and reduce the cost of claim settlements.

SDGs

For complete information, please refer to the Sustainability Report

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