Mercuries Life Insurance Co., Ltd. Fair Customer

我要諮詢

REDUCED INEQUALITIES

2022 Goals and Achievements

- Provided the insurance mechanism for persons with disabilities and an easy-to-read version to cater to different categories of persons with disabilities. The number of persons with disabilities insured in 2022 increased by 0.09% over the previous year.
- Since the Preferential Loan Rate Project of Bailout Policy for Economic Vulnerable Group was launched in 2021, accumulated assistance has exceeded 8,000 policyholders; exceeding 10,000 sheets of policies; the loan amount totaled more than NT$700 million, and awarded the "Bailout Excellence Award" by the FSC.
- Take financial friendly service measures such as counter friendly measures, and appointment of special personnel to reserve service.
- Allocate wheelchairs and other assistive devices at the counters of all branches, and barrier-free facilities at all regional service centers

2023 Goals

- Promote and supervise the implementation of fair customer treatment and cultivate fair customer treatment culture.
- Establish good customer service system and process optimization to provide customer care service.
- Put forward specific actions for the fair customer treatment with bright points.
- Inspect the implementation of fair customer treatment in each unit quarterly, and carry out self-assessment of the Company's fair customer treatment every year.
- Regularly hold fair customer treatment education and training.
- Plan fair customer treatment zone in the Company’s website.

Implement the Principle of Fair Customer Treatment from Four Major Aspects

Implementation of Fair Customer Treatment

In order to establish a corporate culture with “Fair Customer Treatment” as the core, we further established the fair customer treatment management meeting, held the cross-department meeting on a quarterly basis, to jointly formulate the plans and measures to thoroughly implement the principle of fair customer treatment through this management meeting, and reported the meeting proposals to the Board of Directors, to ensure the implementation result, through the participation of the Board of Directors, and create a fair customer treatment culture from top to bottom. In 2022, the external consultants lawyer were invited to conduct the advanced educational training on fair customer treatment, to understand the focus of competent authorities on the issues related to fair customer treatment. Through forum, the colleagues were invited to participate, to gradually guide the attention of various departments on this issue and their specific ideas based on the life cycle of insurance policies, as well as provide suggestions on fair customer treatment based on peer guidance experience.

Enhancing customer experience

Security Insurance Commodity Platform

As Taiwan estimates that it will enter a super-aged society from an elderly society in 2025, the retirement preparation is becoming more and more important to the public. The competent authority plans the retirement preparation platform combining the security, investment and promotion of public welfare. The Company actively responds to the government policies. The relevant website and product design of "Security Insurance Commodity Platform" was planned from 2021. As officially launched on July 1st, 2022, the platform will sell three kinds and six types of products, including the term life insurance, small-amount life insurance for old age, and health insurance for major diseases, hoping to meet the basic retirement security needs of the public through simple and affordable insurance products.

Financial Friendly Service

According to the “Guidelines for Financial Friendly Service of Insurance Industry”, we provide the place, communication and service, products and relevant information or statistical data to disabled people, allowing them to enjoy all basic rights as well as fair and reasonably convenient financial services. Form 2021, the insurance assistance mechanism and easy-to-read version have been provided to cater to the needs of different types of persons with physical and mental disabilities.

Digital Finance and Innovation

To enhance insurance application efficiency and improve convenience in customer service, we utilize the mature technology of blockchain, which is not only secure but also highly convenient. In collaboration with the Life Insurance Association, our company enables policyholders to utilize the "Mobile Insurance Service/Mobile Claims" through our agents. By leveraging the mechanism of alliance chains, basic data changes or claims applications can be transmitted to the collaborating insurance companies. This eliminates the inconvenience of policyholders having to deal with multiple insurance companies for document exchanges and improves operational and service efficiency.

In 2021, the policyholder section of the official website of the Company was revised and updated, and the disclosure information of the policyholder section will be comprehensively reviewed to explain to the policyholder the handling of investment transactions and deed change cases in a language that the policyholder can easily understand, so that the policyholder fully understands the application and content. 30 functions such as investment objectives and account value of investment insurance policies were optimized, and 18 frequently used functions were inserted into the policyholder APP to meet the high popularity of mobile devices and facilitate the customers to use on different devices and enjoy the best operation interface.

In order to improve policyholder's efficiency in applying for network membership, we have partnered with Taiwan Network Authentication Corporation to implement the multi-identity authentication system, which enables the policyholder to complete the online application directly and enjoy the service functions of policyholder section immediately, rather than waiting for a registered password letter. On December 27, 2021, the online banking account password, natural person credential and chip financial card were launched. The total number of persons under of automated services was about 540,000 in 2022.

Promotion of Microinsurance

Since 2014, it has vigorously promoted the microinsurance business, actively cooperated with colleges and universities, Children's Welfare Alliance, Association for Victims Support, Nantou County government and other schools, social welfare groups and local governments, and provided one-year micro-injury insurance for economically disadvantaged groups and universities as well as colleges students whom are exempt from paying tuition and miscellaneous fees by donating insurance premiums, with the maximum amount of insurance per person up to NT$ 500,000, to help mitigate the financial impact of sudden accidents on families. Furthermore, it also helped to mitigate the financial impact of sudden accidents on families. From 2014 to now, a total of NT$ 29,158,572 of premiums have been donated, benefiting more than 110,000 insured people, including 14,874 insured people in 2022; since 2017, microinsurance had been recognized by the FSC for six consecutive years, and was awarded the “Business Excellence Award” and “Care Award for Persons with Physical and Mental Disabilities” in 2022. In 2023, microinsurance premiums will continue to be donated to fulfill the responsibility of sustainable development of the Company.

Combined with the donation of microinsurance premium, the fundraising and sponsorship of Ming Chuan University's deep cultivation plan, a total of NT$ 4,215,940 was donated in 2022. In line with the policies of the Ministry of Education, the "Deep Cultivation Plan" supports schools to strengthen relevant education and guidance mechanism for disadvantaged students, so that students can feel at ease in their studies, do not need to worry about tuition fees and living expenses, and then focus on their studies, and change their future through education.