Shin Kong Life Drives Digital Innovation, Upgrades Green Financial Services with Official Launch of Virtual Counter and Video Underwriting Interview | Latest News | Shin Kong Life Sustainability

Shin Kong Life is committed to promoting digital innovation and enhancing customers' green financial service experience. Since applying to the Financial Supervisory Commission (FSC) last year for the pilot program of the "Virtual Counter" and "Video Underwriting Interview" services, over a thousand people have actually experienced them, and the services were successfully approved for official launch recently. Now, through the internet, identity verification and reservations for various services can be completed, meeting customers' diverse service needs for high information security standards and zero-paper processes, while balancing environmental sustainability and realizing the corporate goals of fair treatment of customers and inclusive finance.

After launching the pilot last year, Shin Kong Life went through stages such as system perfection, information security verification, and process optimization to gradually ensure the system is flawless. Customers can book the "Virtual Counter" service through the official website and handle businesses such as policy loans and policy changes online. This not only significantly improves convenience and flexibility but also effectively protects customer privacy. The "Video Underwriting Interview" breaks through the traditional limitation of insurance companies having to send staff to meet policyholders in person; now, it can be conducted online anytime and anywhere via the internet. Especially for seniors in rural areas, people with limited mobility, or busy office workers, it comprehensively enhances service flexibility and is expected to save customers a lot of valuable time and costs.

Shin Kong Life stated that the entire service process is recorded with audio and video, making the process transparent and avoiding unnecessary disputes and misunderstandings with customers. During the pilot period, the overall satisfaction rate of the "Virtual Counter" reached 98%, with policyholders aged 35 to 64 being the main users, accounting for about 60%. There was even feedback from elderly policyholders that they successfully operated it for the first time with the help of family members and the guidance of the staff, taking an average of only 10 to 15 minutes to complete the process and avoiding the travel fatigue of physically visiting a service center counter. This shows that Shin Kong Life's digital service design is highly friendly and practical, bringing policyholders a more convenient insurance service experience.

Shin Kong Life has long implemented ESG sustainable management. The "Virtual Counter" and "Video Underwriting Interview" services, launched with a customer-first spirit, are expected to significantly break through past geographical restrictions and are regarded as an important milestone for inclusive finance and the fair treatment of customers. Looking ahead, Shin Kong Life will extend these services to more areas, expand the application scenarios of remote services, create a "Smart Insurance Living Circle," and continue to build a more comprehensive and friendly financial environment for customers.