In Taiwan, the population of the new residents, including their second generation has exceeded one million. However, for this group of non-native Chinese speakers, it is more difficult to equally access the information and resources of financial products due to complexity. According to a survey, the new residents usually have better Chinese speaking and listening skills than their reading and writing skills. Face to face communication is usually more effective than written documents. Collaborating with the Taiwan New Resident Family Growth Association, KGI Life becomes the first life insurance company to provide interpretation services in nine languages: Vietnamese, Malay, Thai, Indonesian, Burmese, Filipino, Japanese, Korean and English, allowing the customers to communicate in their mother tongue. Multilingual interpretation devices are placed in all customer service centers, assisting the new residents to overcome language barriers.
In order to strengthen the new residents’ insurance protection and risk management concepts, KGI Life produced animated videos in multi-language to disseminate the insurance knowledge. In addition, the “Multi-Language Reminder for Policyholder’s Rights and Interests” are produced to explain important terms and benefits of policies, providing the new residents with important insurance information to safeguard their equal right to language. Moreover, the Company sponsors the Taiwan New Resident Family Growth Association with the “Chinese Language Education and Care Service for Children of New Residents” that helps the children who have just returned to Taiwan and lacked resources to adapt to life here as soon as possible.
Upholding the spirit of treating customers fairly and empathetically as we would treat ourselves, KGI Life will continue to collaborate with relevant institutions in promoting the inclusion of diverse groups, so as to gradually materialize the vision of SDG 10: Reduced Inequality and become the most trustworthy and recommended insurance company.
