Fair Treatment of Customers | Excellent Customer Experience | Innovation | Shin Kong Life Sustainability
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
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 |
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The elderly |
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Emergency/disaster-affected policyholders |
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COVID-19 affected policyholders |
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Young people |
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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 |
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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