Fair Treatment of Customers | Excellent Customer Experience | Innovation | Shin Kong Life Sustainability
Fair Treatment of Customers
SKL upholds the spirit of "Friendly Service." "Ethical Business," and the "Principle for Financial Service Industries to Treat Customers Fairly" as the core values and behavioral guidelines to establish a corporate culture centered around "fair treatment of customers," and to further enhance the accessibility, usability, service quality, and consumer rights protection of financial services.
Realizing Fair Treatment of Customers
By continuously promoting fair treatment of customers, implementing financial inclusive practices, and fostering social common good, SKL constantly promotes financial insurance knowledge to enable consumers to understand the importance of insurance. Additionally, proactive measures are taken to provide more in-person or digital care services to elderly and disabled policyholders, demonstrating our commitment to fair treatment of customers as we strive to become the most trusted leading life insurance brand among policyholders.
Treating Customers Fairly Committee
SKL formulated the "Fair Treatment of Customers Policy" and the "Strategy of Treating Customers Fairly" in 2016, and authorized the President to establish the "Treating Customers Fairly Committee" in 2019, which consists of six working groups and three supervisory units responsible for supervising the implementation of the fair treatment of customers and reporting the results to the Audit Committee and the Board of Directors for approval 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.
Organizational Chart of Treating Customers Fairly Committee
Fair Treatment of Customers Intensive Measures
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Expanding the scope of financial equality |
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External assistance in fraud prevention |
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Internal cooperation in fraud prevention |
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Complaint System |
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Complaint execution |
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Optimizing Customer Service
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.
| 2022 | 2023 | 2024 | |
|---|---|---|---|
| Service Satisfaction Rate | 95.8% | 94.3% | 95.4% |
| NPS | 81.6% | 89.4% | 90.4% |
Responding to Policyholder Feedback Attentively
For complaints lodged by policyholders, SKL has complaint handling procedure and diverse channels 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. Internally, we continue to strengthen the functions of employees and promote a comprehensive plan to enhance the effectiveness of complaint management. This plan encompasses three main aspects: developing training programs for complaint handling personnel, strengthening advocacy within business units, and optimizing the complaint system 2.0, so as to improve the management capabilities of sales personnel, streamline the complaint handling process, and reduce external complaints.
Through pre-incident prevention and system establishment, customer complaints are handled in a prompt manner. We have deepened customer service personnel's understanding of financial consumer protection and compliance with relevant laws and regulations, and have continued to obtain the "ISO 10002:2018 Customer Satisfaction Management System" service standard certification to effectively control cases and improve service quality.
SKL complaint handling procedure
SDGs
