Inclusive Services

Fairness, Empathy, and Treating Customers as We Would Ourselves

Respond to Domestic and Foreign Regulations/Trends Principles of Treating Customers Fairly in the Financial Services Industry Friendly Financial Service Guidelines for the Insurance Industry UK Financial Conduct Authority's FG21/1 Guidance for Firms on the Fair Treatment of Vulnerable Customers G20/CRPD High-Level Principles on Financial Consumer Protection Effective Approaches for Implementing the G20/OECD High Level Principles on Financial Consumer Protection Establish Internal Regulations Treating Customers Fairly Principles Policy Strategy for Treating Customers Fairly Guidelines for Implementing the Principles of Treating Customers Fairly Implementation by Dedicated Organization Treating Customers Fairly Committee "Product Marketing Group" "Channel Group" "After-sales Experience Group" "Customer Service Group" "Customer Rights Protection Group" "Fraud Prevention Group" The president serves as the chairperson of the Committee Convenes quarterly meetings Dedicated unit assisting in the implementation of treating customers fairly measures Implementation of Three Core Aspects Digital acceleration, carbon reduction, and sustainability Equity and care, value spillover Customer rights protection, ethical corporate management Goal Setting and Continuous Optimization Set metrics for treating customers fairly Set goals Regularly track achievement status

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.

Inclusive Services

Treating Customers Fairly

Sustainable Insurance

Friendly Financial Services

Fairness, Empathy, and Treating Customers as We Would Ourselves