Key Indicators
Ranked in the top 50% by the Financial Supervisory Commission.
Customer satisfaction score for the 080 service hotline reached 98.3%.
Continuously certified under ISO 10002 Quality Management for Customer Complaints, 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
- Provide easy-to-read and audio product guides for Farglory Life's "Family Protection Small-Sum Whole Life Insurance", catering to vulnerable groups such as seniors, those with limited insurance knowledge, non-native speakers, and the visually impaired.
- Offer sign language video translation services for hearing- and speech-impaired individuals through professional translators via online platforms or in-branch, ensuring barrier-free communication.
- Establish a designated contact person service mechanism to prevent policyholders aged 65 and older from falling victim to fraud.
- Provide in-branch interpretation services in nine languages—including Vietnamese, Malay, Thai, Indonesian, and Burmese—to assist new residents in communicating with customer service staff in their native languages.
