Policyholder Service

With the leadership of our board of directors, we continue to put into practice the policy of “treating customers fairly”. In addition to basic regulatory compliance, we strive to deepen our corporate culture of “treating customers as family members” by implementing it in daily operations of internal and external colleagues. Through the Committee for the Promotion of Fair Treatment of Customers, we guide and monitor the entire operation cycle. Through the effective three-defense line communication mechanism, we perform a cycle of pre-event prevention, post-event review and improvement, and follow-up targeting abnormalities or deficiencies. This will achieve and refine our objective on protecting customer rights and optimizing the handling of customer complaints. With commitment, we serve our customers in a professional, sympathetic, honest, compassionate, caring, and proactive manner. We also value each interaction of with our customers, creating a heartwarming after-sales experience.

We adhere to the service spirit of providing comprehensive protection to policyholders and treating them as family by taking the initiative to ensure that all policyholders are offered the most comprehensive products. To create value-added services, we take advantage of the convenience and speed of digital technology to promote mobile insurance and online claims. Meanwhile, we also listen to our policyholders and have established diverse feedback channels and dedicated units to improve customer satisfaction.

Online Policy Service

Online services including policy loans, policy deed changes and policy inquiries are available to help save time and cost, creating efficient interactive value.

Digital Value-added Service

Complete, innovative and diversified health care and life well-being referral services, including nutrition counseling, accompaniment to medical appointments, home care, and barrier-free transportation, allowing insurance to be more than just insurance but life enrichment.

Barrier-free Service

We are dedicated to creating a financial friendly service environment - where barrier-free facilities are provided at our head office and branches. We also provide “AAA barrier-free Web Accessibility” website services with the highest level of accessibility testing, so that each user can enjoy barrier-free communications.

Emergency Aid Service

In the event of a major disaster, a response team will immediately be formed to provide services such as quick claim settlement, insurance premiums and policy loan deferrals, free insurance policy replacements, and travel insurance coverage financing.