As Taiwan officially becomes a super-aged society, KGI Life Insurance has completed a full upgrade of the facilities and services at its Taipei customer service center, guided by the Convention on the Rights of Persons with Disabilities (CRPD) and the principle of treating customers fairly. Experts from associations representing people with hearing and visual impairments tested the center's accessible restrooms, braille tactile maps, handrails, and other facilities on site, and praised its inclusive, universal design as a new benchmark for the industry.
The center obtained the highest five-star accessibility certification in 2025. Customers with hearing or speech impairments can communicate through video sign-language interpretation and a range of communication aids. Wheelchair users are served at counters with ample turning space, suitable desk heights, and knee clearance that allows them to sit close to the counter rather than at an angle. Braille tactile maps outside both standard and accessible restrooms offer clear guidance and reassurance for visually impaired visitors.
These services reflect a culture of financial inclusion practiced from the boardroom to the front line. Directors and senior executives took part in disability experience courses, moving through the space blindfolded or in wheelchairs to understand the challenges faced by elderly customers and people with disabilities, and service planning staff across the company followed.
KGI Life has been building this foundation since 2023, when it became the first insurer to complete comprehensive service guidelines for vulnerable customers, covering elderly people with dementia, people with disabilities, and new immigrants. All employees have completed dementia-friendly training; the Company is certified as a dementia-friendly insurance company by the Taiwan Alzheimer's Disease Association, and its service centers hold dementia-friendly organization certification from the Ministry of Health and Welfare. The Company will continue to build an inclusive financial environment that protects every policyholder's dignity and rights.