Key Indicators
Ranked in the top 25% by the Financial Supervisory Commission.
Customer satisfaction score for the 080 service hotline reached 98.5%.
Certified under the ISO 10002 Customer Complaint Management System, our service quality has earned international recognition.
Committee Promotion
In 2019, Farglory life established the Treating Customers Fairly Promotion Committee, which consists of six promotion groups: Product Management Group, Channel Group, Investment Group, Customer Service Group, Customer Relations Group, and Quality Enhancement Group. The Board of Directors leads and promotes the committee, embedding Treating Customers Fairly deeply into Farglory life employees’ mindsets, from the top down. The committee oversees the entire operating cycle, ensuring effective leadership and supervision. Through a robust three-line communication mechanism, the committee addresses anomalies or deficiencies by implementing preventive measures, conducting post-event reviews, and tracking improvements, thereby safeguarding customer rights.
Fair and Friendly Customer Service
Farglory life responds to the financial inclusion policies by planning a series of friendly insurance service measures, ensuring that all groups can enjoy equal financial services. By providing the most substantial service experience, Farglory life turns the philosophy of "treating customers like family and empathizing with care" into practical actions.
- Provide easy-to-read and audio versions of the introduction materials to the Farglory life Small-sum Endowment Insurance, suitable for the elderly, those with limited insurance knowledge, non-native speakers, and the visually impaired.
- Offer in-branch interpretation services in nine languages, including Vietnamese, Malay, Thai, Indonesian, and Burmese, to help new resident customers communicate with service staff in their native language and receive insurance services tailored to their individual needs.
