The Tokio Marine Group's Approach to Quality
The Tokio Marine Group has earned high regard from its customers by providing products and services which are ahead of the times in accordance with the Group's corporate philosophy: "Through the provision of the highest quality products and services, the Tokio Marine Group aims to deliver safety and security to all its customers." From a medium- to long-term viewpoint, it is conceivable that social and economic changes such as the declining birthrate and aging population and global warming inside and outside Japan could give rise to new risks. In response to the diversifying needs of both individual and corporate customers in connection with such changes, the Tokio Marine Group will combine the capabilities of all Group member companies and will do its best to provide new products and services that anticipate the changing times and extend beyond the framework of conventional insurance products and services in areas such as the financial, medical and consulting fields.
"Anshin Quality" and "Business Renovation Project"
In order to realize the Group's corporate philosophy, Tokio Marine & Nichido designates specific quality standards that are indispensable for products and services provided to customers in terms of "Anshin Quality" and is promoting an array of initiatives to realize this.
Specifically, in addition to enhancing the quality of products and services, we are also promoting the Business Renovation Project throughout the company based on the concept that quality enhancement can be truly achieved by "making all business processes more prompt and accurate at the time of providing products and services to customers, thereby earning a sense of comfort and trust from customers."
This project is aimed at realizing reform towards new ways of doing business for employees and agents in all processes from the signing of contracts to the payment of claims. Based on the fundamental concept of making complex insurance business practices simple, smooth and speedy to increase customer convenience, we have drastically revised our products, administrative procedures and systems to provide "simple and easy-to-understand products to customers," "quick administrative procedures in response to customers' needs" and "easy-to-operate systems for agents." At the same time, in the course of drastically revising the conventional ways of doing business, we have initiated such arrangements as the cashless payment of premiums and early notices of renewal, and our employees and agents have been proceeding with business steadily along these lines.
Going forward, we will aim to achieve growth by securing stable product quality through business process reforms and the enhancement of product quality. At the same time, we will also promote reforms to realize a new business model that utilizes tablet devices and smartphones in order to further realize a comfortable experience for customers as they enroll in insurance.
Image of improving quality that Tokio Marine & Nichido is aiming for
Ensuring Customers Have a Clear Understanding of Insurance Products
Tokio Marine & Nichido is pursuing the concepts of "easy-to-understand" based on customer feedback, including opinions. Accordingly, the company devised rules for creating forms that make customers feel at ease in order to make significant improvements to forms that customers can understand (fill out) by reading them by themselves. Forms that have been created from March 2007 onwards are based on these rules.
Providing "Anshin Quality" of Claims Services to Customers
True value as an insurance company is questioned in the unlikely event that customers are involved in accidents. We consider that it is our mission to provide the highest quality claims services in such an eventuality.
Tokio Marine & Nichido designates specific quality standards that are indispensable for products and services provided to customers in terms of "Anshin (Reassuring) quality" and the company and agents have been undertaking concerted efforts to thoroughly promote initiatives towards the realization of "Anshin (Reassuring) quality." When we receive accident notices, we utilize a system that verifies whether or not such an accident is covered under any other contracts that will allow payment for that accident, thereby providing claimants with information about the payments of claims. Specifically, in terms of auto insurance, we have introduced a system that has various functions according to which we cannot close the file until after we have paid all incidental claims without any omission. By means of this system and various types of training, we are now confident in making appropriate payment of claims to customers.
- Information regarding details of coverage and a list of possible claims payable will be sent to customers upon receipt of the notification of an accident and personnel in charge provide information on the amount of claims payable in an easy-to-understand manner.
- When insurance claims are paid, personnel in charge will explain in an easy-to-understand manner while also sending a statement of claims payable which not only verifies the amount but also provides a detailed breakdown.
- When insurance claims cannot be paid, we will inform customers of the reason both verbally and in written form in an easy-to-understand manner. Additionally, inquiries and claims from customers are accepted via an exclusive toll-free telephone line. Assistance by external specialists such as lawyers is also available via the Re-examination Request System*.
*Re-examination Request System(Tokio Marine & Nichido).
In cases where customers do not concur with the decision made by the claims service bases that are involved with the payment of insurance claims, the Re-examination Request System can be used upon request by customers (including policyholders and insured persons). Under the Re-examination Request System, the Claims Service Examination Committee, which is a closed-door committee comprised of external specialists (doctors and lawyers), re-examines the decision made by the claims service base responsible for the case using re-examination request documents and materials submitted by relevant parties. The results are subsequently reported to customers who requested the re-examination via correspondence.
Claim Payment Procedures
Further Enhancing Customer Reassurance
We are making efforts to eliminate customer anxiety through such means as Tokio Marine & Nichido Medical Service's free medical advice service, highly specialized services provided by each Group member company and accurate advice offered by affiliated lawyers, doctors and other experts.
Claims Service System in Japan (As of July 2012)
|Tokio Marine & Nichido||Nisshin Fire|
|Number of service bases||239||98|
(As of August 2011)
|Consulting physicians||Approx. 95||12|
|Number of automobile accident settlements reached (/year)||Approx. 2.70 million||Approx. 0.22 million|
Initiatives to Improve Quality of Products and Services through Manufacturing (Monozukuri) Theory
Since 2007, Nisshin Fire has been conducting joint research with the Manufacturing Management Research Center, Graduate School of the University of Tokyo in pursuit of enhancing quality from a customer standpoint by applying manufacturing (monozukuri) theory in the manufacturing industry to non-life insurance. The Service Planning Office within the Product Department was newly established in fiscal 2009 and has since carried out the planning of products and services that utilize the concept of monozukuri. For our new comprehensive auto insurance product You-Side (launched in April 2011), we revised the details of coverage and significantly revamped pamphlets by applying the know-how of monozukuri in the manufacturing industry in order to provide coverage details, contract procedures and product explanations that are easy-to-understand for customers. Additionally, we have also established standard operation processes in claims services response with the aim of further pursuing the "prompt and appropriate payment of insurance claims" by responding in accordance with these processes while also realizing services that will meet customer expectations.