Inclusive Services

• KGI Life began collaborating with the "Chinese National Association of the Deaf" to introduce sign language interpretation to help communication.
• We produced Mandarin and Taiwanese versions of the “Important Policyholder Rights Reminder” video to enhance understanding among elderly and hearing-impaired policyholders. Additionally, sign language short videos were created and shared on social media. These efforts strengthened communication with hearing-impaired policyholders and helped them better understand their rights and interests.

KGI Life proactively proposes corresponding measures to understand and care for disadvantaged customers. We established comprehensive and better financial consumer services to safeguard customers' rights and interests. Differentiated and inclusive services in the policy life cycle.

• Friendly counters and friendly financial service hotline: The list of accessible facilities of each customer service center is announced on the corporate website, and friendly service counters and dedicated personnel are provided for priority assistance to handle various insurance business. For elderly customers, we also provide a friendly financial service hotline for disadvantaged customers.
• Home services for the disadvantaged: For policyholders who are unable to use digital services or have difficulties in leaving their homes, such as the elderly, people with mobility issues, individuals with disabilities, or those affected by major unforeseen incidents, KGI Life provides document pick-up and delivery services within 48 hours of request.
• If the complainant is a person with disabilities or an elderly individual, the appropriate communication method, such as phone, interview, written interview, text message, email, writing, or audio recording, will be selected based on their needs

The first insurance company to obtain accessibility certification for dual platforms

We optimized the policyholder app to better meet the needs of the visually impaired, becoming the first insurance company in Taiwan to receive the accessibility certification from the Taipei Parents' Association of the Visually Impaired.

The accessibility section of the corporate website passed the web accessibility service evaluation by the Ministry of Digital Affairs and received the highest-level AAA certification.

Improving financial fraud prevention knowledge among the visually impaired

We have cooperated with the association to organize financial fraud prevention seminars. By presenting fraud cases and fraud prevention guidelines, we have improved people's financial knowledge and established the awareness on risk management for life.

We collaborated with eDocument Service, the first platform co-created by the visually able and visually impaired in Taiwan, to convert knowledge on fraud prevention from financial seminars into accessible content for visually impaired individuals. This allows more visually impaired people to access financial and fraud prevention-related information at any time, reducing the increased financial risks faced by the visually impaired group due to information gap.

Mobilizing and delivering services for the visually impaired

Employees are called upon to serve as volunteers for the association in various roles, including event guides for the visually impaired, classroom support assistants, and book-scanning volunteers. By gaining hands-on experience, employees gain a deeper understanding of the daily challenges and needs of the visually impaired, placing them in the shoes of the visually impaired and enabling them to offer more thoughtful and inclusive support.

Strengthening the implementation of friendly services for the visually impaired

We became the first life insurance company in the industry to launch a braille policy service designed for visually impaired policyholders. Visually impaired individuals were invited to test the service to ensure it met their needs and expectations. KGI Life incorporated a braille QR code for the “Important Policyholder Rights Reminder” and a toll-free friendly financial service hotline number in braille. These features enable visually impaired policyholders to easily scan the QR code to listen to key policy information and quickly call the dedicated service line for assistance when needed, helping them better understand and protect their rights and interests.

KGI Life organized financial planning seminars for families with dementia and exhibition visitors to the seminars during the World Alzheimer’s Month. These seminars taught participants how to create financial and protection plans.

We have become the first dementiafriendly insurance company in the industry. In 2023, the association's secretary general was invited to deliver a "Dementia-Friendly Financial Services" course, with 100% of employees completing the training. In 2024, agents also joined the Company's dementia-friendly efforts to strengthen the understanding of dementia among agents and policyholders' families.

We referenced domestic and foreign elderly and dementia resources and consulted with the secretary-general of the Alzheimer's Disease Association to develop the first "Service Guide for Elderly Customers" in the insurance industry, which includes understanding the characteristics of the elderly, assisting the elderly in using digital services, protection against fraud, and identifying people suspected of dementia and corresponding practices, as a consistent service standard for employees and agents.

We had donated anti-wandering keychains to families to help the lost find their way home.

We have continued our annual support for the World Alzheimer’s Month, with KGI Life’s President, independent directors, and senior executives actively participating in related events. By personally experiencing the challenges faced by the elderly and people living with dementia, they were better able to design friendly financial services with empathy and understanding.

KGI Life continued to sponsor the dementia solution design competition for colleges and universities to expand the awareness of dementia issues, and use cross-generational thinking to create co-prosperity plans as preparation for a super-aged society.

We launched the "MAHUDA" as the industry's first long-term "Dementia + Life Insurance" policy.
The coverage includes four main features:
• one-time payment emergency fund,
• installment annual care,
• premium exemption and extension of protection,
• no-claim bonus for more flexibility.
The policy ensures a high quality of life in their senior years.

We collaborated with local organizations serving the elderly to promote anti-fraud campaigns, assisting people living in rural areas and indigenous communities, as well as disadvantaged elderly individuals, to enhance their basic insurance knowledge and bridge the gap between urban and rural areas, thereby preventing elder fraud.

KGI Life launched the “Smart Senior Academy”, a financial literacy and anti-fraud website specifically designed for the elderly. We further adapted the Smart Senior Academy website’s content into anti-fraud animated shorts in Mandarin and Taiwanese, making it easier for the elderly to share and promote fraud-prevention tips.

• We provide interpretation services in nine languages, including Vietnamese, Malaysian, Thai, Indonesian, Burmese, Filipino, Japanese, Korean, and English. Through the interpretation provided by the association’s interpreters from various countries, new immigrant customers can communicate in their native languages and fully understand their rights and interests.
• Customer service centers in Taiwan are equipped with translation devices for different languages, enabling frontline service staff to provide immediate assistance to new immigrant customers.
• We launched the first “multilingual animated videos on insurance knowledge”, along with“Important Policyholder Rights Reminder” in multiple languages using easy-to-understand wording. These resources cover key aspects of policy services, including application, payment, and claims, as well as essential insurance terms. The initiative aims to help new immigrants bridge the financial knowledge gap and move closer to the goal of inclusive finance.
• We developed customized financial insurance and anti-fraud training courses for multilingual interpreters serving new immigrants. The Company hosted the “Multilingual Interpreter Financial Literacy and Anti-Fraud Awareness Seminar”.

• We launched a series of "Advanced Financial Insurance Courses" to strengthen the insurance knowledge and expertise of interpreters, improve the quality of interpretation, and further provide guidance for interpreters interested in obtaining certificates in the insurance industry. We encouraged them to join KGI Life's team to achieve equal pay for equal work and foster a workplace that values diversity, inclusion, and equity.