Stakeholder Engagement | Sustainable Shin Kong | Shin Kong Life Sustainability

Sustainable Shin Kong
Stakeholder Engagement

Sustainable Shin Kong

Shin Kong Life always strives to live up parent company Shin Kong Financial Holding's sustainable development value proposition of "Low Carbon, Innovation, and Mutual benefit." SKL has developed the corporate sustainability vision, strategies, and medium-to long-term targets based on our core competencies, and have also promotes and implemented various sustainability/ESG initiatives to move towards sustainable corporate development.

SKL Sustainable Milestone

Message From the Chairman and President

Corporate Sustainability Committee

Sustainability Strategy and Target

Material Issues Assessment

Stakeholder Engagement

Stakeholder Engagement

Shin Kong Life Insurance (SKL) regularly reviews key stakeholder concerns and follows the "AA1000 Stakeholder Engagement Standard" to identify seven stakeholder groups through questionnaires and the overall assessment of the financial industry. Through diverse communication channels, we can understand and listen to the voices and expectations of stakeholders. SKL not only provides timely responses, but also regards these opinions as the foundation for our continued growth.

Shareholders / Investors

Robust financial performance and effective investment risk management are topics that shareholders and investors care about.

8

institutional investors' conferences in both Chinese and English with SKFH.

Material Topics of Concern
  • Business performance
  • Corporate governance and ethical management
  • Innovation and digital finance
  • Sustainable finance
  • Risk management
  • Talent recruitment and retention

Channel of Communication

Frequency of Communication
  • Annually (General Shareholders' Meeting)
  • Quarterly (Investor Conference)
  • Permanent (Market Observation Post System)
  • As needed (Extraordinary General Meeting)
  • Permanent (Company website)

Communication Results in 2024
  • Held the annual shareholders' meeting, and set up a shareholders' equity area on the company website to disclose matters such as corporate governance and shareholders' equity.
  • Held 8 institutional investors' conferences in both Chinese and English with SKFH.
  • Set up an information disclosure area on the company website to regularly disclose information on the Company's finances, credit rating, corporate governance, and fulfillment of corporate social responsibility.
  • Posted financial statements, annual reports, and other information on the MOPS.
Employees

Employees are an important asset for the sustainable development of the Company. How to correctly convey SKL's peopleoriented approach through employees and actively respond to employees' opinions is the key to long-term business viability.

656

sessions of on-site health services.

Material Topics of Concern
  • Business performance
  • Talent recruitment and retention

Channel of Communication
  • Feedback area on the Intranet
  • Email and hotline for employee communication
  • Employee engagement survey
  • On-site labor health services
  • E-newsletters (HR e-Newsletter & OHS Quarterly)
  • Labor-management meetings
  • Occupational Safety and Health Committee

Frequency of Communication
  • Permanent(Feedback area on the Intranet)
  • Permanent(Email and hotline for employee communication)
  • Every two years(Employee engagement survey)
  • Twice a month(On-site labor health services)
  • Permanent(E-newsletters)
  • Quarterly(Labor-management meetings)
  • Quarterly(Occupational Safety and Health Committee)

Communication Results in 2024
  • Added 17 comments to the feedback area on the Intranet.
  • Issued 4 OHS Quarterly newsletters and 25 promotions related to pandemic prevention and OHS.
  • Convened 4 Occupational Safety Committee meetings.
  • Organized 656 sessions of on-site health services.
  • Received 1 employee complaint and 2 labor disputes.
  • Held 4 labor-management meetings.
Customers

Insurance is all about serving people. To ensure business sustainability, SKL timely responds to and meets the diverse policyholders' needs for products and communication and continuously enhances service.

91%

NPS

Material Topics of Concern
  • Business performance
  • Legal compliance
  • Customer relations and service quality
  • Innovation and digital finance

Channel of Communication
  • Customer service hotline(0800-031-115)
  • SKL app
  • Policyholder quarterly
  • SKL Facebook fan page
  • Insured care project

Frequency of Communication
  • Permanent(Customer service hotline)
  • Permanent(SKL app)
  • Quarterly(Policyholder quarterly)
  • Permanent(SKL Facebook fan page)
  • As needed(Insured care project)
  • Permanent(Company website)
  • As needed(EDM)
  • Permanent(Service locations)
  • Permanent(Satisfaction survey)
  • Permanent(Complaint/Reporting email)

Communication Results in 2024
  • Answered nearly 440,000 customer service calls (0800), with a satisfaction rate of 95.4%.
  • Overall NPS: 91.0%.
  • +
  • Issued 4 publications of policyholder quarterly.
General public (NPO/ NGO, media, community)

We invest corporate resources and engage volunteers to organize diverse charity activities to give back to the community, work together to promote social welfare, and maintain good interactions with the media to strengthen our brand image.

34.77

million NTD

640000

people benefiting.

Material Topics of Concern
  • Sustainable finance
  • Information security and privacy
  • Customer relations and service quality
  • Financial inclusion

Channel of Communication
  • Lecture
  • Charitable activities
  • Foundation
  • Seminar/Workshop
  • Art and cultural activities
  • Emergency assistance
  • Website
  • Press release/Press conference/Media interview

Frequency of Communication
  • As needed(Lecture)
  • As needed(Charitable activities)
  • Permanent(Foundation)
  • As needed(Seminar/Workshop)
  • As needed(Art and cultural activities)
  • As needed(Emergency assistance)
  • Permanent(Website)
  • Permanent(Press release/Press conference/Media interview)

Communication Results in 2024
  • Organized activities to help stakeholders understand the SDGs and sustainable development policies: 1,663 events.
  • Continued to sponsor and participate in local arts and cultural events such as the Yanshui Bee Cannon, the Dajia Mazu Parade, the Penghu Fireworks Festival, and the Swimming Carnival of Sun Moon Lake.
  • Worked with foundations and NPOs/NGOs to advocate environmental issues and promote the silver-haired elderly programs.
  • The total investment in social participation was NT$34.77 million, benefiting about 640,000 people.
  • 1,410 press releases of positive media exposure.
  • Arranged and assisted in 43 media interviews.
Government and competent authority

As banking and insurance are highly regulated by competent authorities, SKL maintains sound and steady operations in strict compliance with the laws and regulations.

Material Topics of Concern
  • Corporate governance and ethical management
  • Business performance
  • Risk management
  • Innovation and digital finance
  • Sustainable finance

Channel of Communication
  • Official letter
  • Court activity
  • Meeting organized by the competent authority
  • Seminars

Frequency of Communication
  • As needed(Official letter)
  • As needed(Court activity)
  • As needed(Meeting organized by the competent authority)
  • As needed(Seminars)

Communication Results in 2024
  • Attended policy discussions and seminars organized by competent authorities to provide industry opinions.
Suppliers

Suppliers are important partners for sustainable operations. SKL influences suppliers to develop green products through procurement, jointly fulfilling our commitment to social responsibility.

100 %

of the bargaining and contracted vendors sign the supplier commitments.

Material Topics of Concern
  • Corporate governance and ethical management
  • Innovation and digital finance
  • Information security and privacy
  • Customer relations and service quality
  • Legal compliance
  • Business performance
  • Risk management

Channel of Communication
  • Suppliers' commitment statement
  • Contract negotiation
  • Complaint hotline
  • Price negotiation meeting
  • Supplier Conference

Frequency of Communication
  • As needed(Suppliers' commitment statement)
  • As needed(Contract negotiation)
  • As needed(Complaint hotline)
  • As needed(Price negotiation meeting)
  • As needed(Supplier Conference)

Communication Results in 2024
  • Signed 100% of supplier commitments for both the bargaining and contracted vendors.
  • Conducted a human rights risk assessment for suppliers in terms of labor relations, privacy protection, and occupational safety and health.
Partner

We enter into cooperation contracts with external partners to increase sales opportunities and premium income, as well as enhance SKL's brand awareness.

53

partners to jointly promote mobile insurance

Material Topics of Concern
  • Innovation and digital finance
  • Legal compliance
  • Business performance
  • Information security and privacy

Channel of Communication
  • Launch of new products
  • Product briefing
  • Product press releases

Frequency of Communication
  • As needed(Launch of new products)
  • As needed(Product briefing)
  • As needed(Product press releases)

Communication Results in 2024
  • Established product and sales relationships with 30 financial institutions and 95 insurance brokers.
  • Combined marketing and promotions with ESG issues, such as tree planting programs and food conservation.
  • Worked with 53 partners to jointly promote mobile insurance enrollment and paperless operations.