Inclusive Services
Fairness, Empathy, and Treating Customers as We Would Ourselves
Fair Customer Treatment Governance
Treating Customers Fairly Committee
In 2019, the Company established the Treating Customers Fairly Committee, which is composed of board members and senior executives, to regularly oversee the implementation and provide advice. The Committee has established the 6 action groups and 10 key indicators. The Committee convenes quarterly meetings, during which each group reports and reviews its progress. KGI Life has incorporated the “Principles of Treating Customers Fairly” and “Friendly Financial Service Guidelines” into the biannual self-assessment on compliance conducted by relevant departments. The Company also completed a review of operational processes related to three specific principles of treating customers fairly, providing improvement recommendations to respective departments. KGI Life conducts surveys on treating customers fairly to assess and understand employees’ awareness.
Dedicated unit and Promotion Directions
To strengthen the promotion and implementation of treating customers fairly, the Company established a dedicated unit in 2021, prior to regulatory requirements, led by a senior executive at the Vice President level. The unit oversees the Treating Customers Fairly Committee, facilitating cross-departmental communication and coordination to support the planning and promotion of related initiatives. By incorporating performance indicators for treating customers fairly into all employees’ evaluations, the Company has instilled the culture of treating customers fairly in all employees and agents.
Fostering a Culture of Fair Customer Treatment
To cultivate a culture of treating customers fairly and practice the spirit of friendly finance, KGI Life offers tiered training programs covers a wide range of topics related to treating customers fairly, including protection of financial consumer rights, updates on regulatory trends, inclusive finance for the elderly, accessibility training for the visually impaired, and experiential courses on physical and mental disabilities. These efforts aim to deepen employees’ understanding of the needs of vulnerable financial groups and to foster empathy in service delivery. In 2024, a total of 20 training sessions were conducted, reaching 62,133 participants and totaling 104,509 training hours. These efforts deeply embedded a culture of friendliness and service skills among employees and agents.
KGI Life has held annual employee engagement activities, now in their sixth year, to encourage participation from employees and agents. In 2024, the proposal submission campaign centered on “Fraud Prevention Mobilization”. Employees enthusiastically shared personal or family experiences with fraud and offered advice for the Company and the insurance industry from a professional perspective. A total of 156 submissions were received. After final judging was conducted by independent directors. This initiative reflects the Company’s strong commitment to implementing a culture of treating customers fairly from the Board of Directors to frontline employees. Winning proposals from past years have been actively implemented with full Board support, realizing the value of “Fairness, Empathy, and Treating Customers as We Would Ourselves” through actions.
Treating Customers Fairly