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 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 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 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. In 2023, the Treating Customers Fairly Committee met four times to review and report matters related to the Principle of Treating Customers Fairly. The chief compliance officer of the head office reported to the Board of Directors on the business of the Principle of Treating Customers Fairly twice.
Organizational Chart of Treating Customers Fairly Committee
Fair Treatment of Customers Intensive Measures
Awards and Honors of Fair Treatment
Recognized for Excellence in Fair Customer Treatment Principles by FSC(ranked top 25% among insurance companies)
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.In 2023, we served nearly 470,000 incoming calls, and out of a sample of 50,000 respondents, the service satisfaction rate was 94.3%. Most of the callers made inquiries about policy administration (preservation, premium, and the content of the contract). The NPS for our 0800 Customer Service Hotline was 89.4% in 2023, indicating a high level of customer satisfaction and recognition of our service quality.
| 2021 | 2022 | 2023 | |
|---|---|---|---|
| Service Satisfaction Rate | 88.1% | 95.8% | 94.3% |
| NPS | 80.1% | 81.6% | 89.4% |
Responding to Policyholder Feedback Attentively
For complaints lodged by policyholders, we have complaint handling procedure and 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.
SKL complaint handling procedure
SDGs
