Inclusive Services
The average life expectancy of Taiwanese people has reached 80.86 years, but the number of unhealthy life years has also reached 8.02 years, including being in a disability, bedridden, and having a chronic illness. It is necessary to take long-term care more seriously, raise awareness of long-term care (LTC) insurance, and provide comprehensive coverage through LTC insurance.
- Policyholders receive a one-time payment along with subsequent installment payments to cover the considerable expenses at the beginning and also provide steady support for long-term care.
- Multiple standards for determining claims, including determination of physiological function disorder, cognitive function disorder, and degree of disability, to provide more comprehensive coverage.
Treating Customers Fairly Management Mechanisms
We established internal regulations as the highest guiding principles for treating customers fairly, and adopted the "Guidance for firms on the fair treatment of vulnerable customers" provided by the Financial Conduct Authority (FCA) to strengthen service mechanisms for underprivileged financial consumers. We aim to create a corporate culture that attaches importance to financial consumer protection, and ensure that the overall transaction process for providing financial products and services treats financial consumers fairly and reasonably. The FSC revised the "Principle for Financial Service Industries to Treat Clients Fairly" in May 2022, and we also examined our rules and regulations, establishing the Fair Customer Treatment Policy, Fair Customer Treatment Strategy, and amended the Rules for Implementing the Principles of Treating Customers Fairly, which were reported to the Board of Directors for approval. Clear standards are set forth in internal regulations from policies and strategies at the highest level to implement regulations.
To increase the scope and depth of treating customers fairly actions and to cooperate with the competent authority's sustainable finance policy, in 2022, we implemented treating customers fairly actions through "Digital leap, carbon reduction for sustainability," "Equality and care, value spillovers," and "Customer rights protection, ethical corporate management." We were recognized for excellent performance by the competent authority’s "Financial Industry Treating Customers Fairly Evaluation" for four consecutive years.
We uphold the value of being customer-centric when implementing customer-oriented strategies for treating customers fairly. We led the industry in establishing a customer service charter in Chinese and English, and disclosed our customer service commitment and multiple two-way communication channels to financial consumers, so that customers can access complete services and resources for treating customers fairly. We fulfill our corporate social responsibility and promote sustainability and equality by expanding the concept of treating customers fairly to the family members of policyholders.