Inclusive Services
Fairness, Empathy, and Treating Customers as We Would Ourselves
Fair Customer Treatment Governance
Treating Customers Fairly Committee
KGI Life drives change and innovation based on customer-centricity. To provide customers with sustainable financial solutions, the Company established the Treating Customers Fairly Committee, with directors and senior management serving as members. It also designated a supervisor at the vice president level or above, together with a dedicated department, which oversees implementation regularly and puts forward recommendations. The Treating Customers Fairly Committee includes the Product Marketing Group, Channel Group, After-Sales Experience Group, Customer Service Group, and Customer Rights Protection Group. In recent years, with fraud proliferating, to protect customers and respond to the Executive Yuan's New Generation Anti-Fraud Strategy Action Plan 2.0, a Fraud Prevention Group was added, strengthening the committee's functions as risks evolve.
Implementing Treating Customers Fairly
To strengthen the implementation of treating customers fairly, KGI Life's compliance self-assessment covers the following: Treating Customers Fairly Principles, sales document review, brokerage and agency channel assessment, personal data protection and the Financial Accessibility Service Guidelines. The self-assessment is required for relevant departments twice a year. The Company also reviews how the operating processes underlying the ten Treating Customers Fairly Principles are carried out, and provides improvement recommendations to the respective departments.
Treating Customers Fairly