Pre-Disaster Action

Using the lessons learned from earthquakes and other disasters in the past to help people prepare for disasters, and through employee volunteer activities, Tokio Marine Group disseminates disaster prevention information via the media and holds disaster prevention seminars for children and adults with support from research institutes who are our joint research partners.

Delivering Safety and Security to Children and Small and Medium-Sized Companies

Disaster Prevention Lessons

Based on the lessons learned from the Great East Japan Earthquake, employee volunteers from Tokio Marine Group, including its agents, conduct Disaster Prevention Lessons to convey knowledge on disaster prevention to children and help them prepare for a next disaster. Disaster Prevention Lessons are a program to raise readiness for disaster prevention among elementary school children. Employee volunteers from Tokio Marine & Nichido Risk Consulting developed educational materials, which were then supervised by the endowed research division named the Earthquake-induced Tsunami Risk Evaluation Field established within the International Research Institute of Disaster Science (IRIDeS) at Tohoku University, with which Tokio Marine & Nichido has entered into an industry-academia collaborative agreement concerning the assessment of earthquake and tsunami risk. In the lessons, children learn about the mechanisms that cause earthquakes and tsunamis and think about how to protect themselves in an earthquake and what preparations should be made in advance, including what to take with them in an emergency, through a quiz and group discussion. The aim is to cultivate a correct understanding of earthquakes among children and the ability to prepare themselves for an impending disaster. Disaster Prevention Lessons began in fiscal 2012, and as of March 31, 2017, have been held about 280 times at elementary schools and special needs schools across Japan, with approximately 22,900 children attending. Recently, needs for lessons “delivered” to schools are on the rise, and there has been an increasing number of cases where local governments and educational institutions collaborate with companies in providing such lessons. We will continue to deliver safety and security by engaging in awareness and educational activities for disaster readiness through our Disaster Prevention Lessons.

BCP Workshop in Collaboration with Local Governments and Chambers of Commerce

Tokio Marine & Nichido offers a program to assist in the formulation of business continuity plans (BCP) for small and medium-sized companies. About 100 employees nationwide, who have completed the required training, serve as lecturers and offer a workshop free of charge in collaboration with our partners, including respective local governments, chambers of commerce and financial institutions. Unlike a lecture-style seminar, the workshop starts with a simulation for participants to experience an earthquake to cultivate keener awareness for the need of a BCP. Then, participants engage in group work to create an outline of a BCP. After the workshop, the company provides follow-up services to help the companies complete their respective BCPs. To date, more than 50 workshops have been held throughout Japan, with over 300 companies participating.

Booklet Entitled “Rethink Now! Earthquake in the Foreseeable Future and Preparation for It” and “Easy, Understandable BCP Planning Sheet”

We have developed “Rethink Now! Earthquake in the Foreseeable Future and Preparation for It,” a booklet designed to raise awareness of earthquake risk, and “Easy, Understandable BCP Planning Sheet,” a tool for small and medium-sized companies to grasp an overall picture of a BCP in one sheet and make their first step in formulating their own BCPs. Using these two tools, we aim to enable companies to raise the level of their own BCPs as well as their entire supply chain’s BCPs and to make these BCPs more viable by disseminating and instilling the idea of BCP among their employees. As of March 2017, we have developed a total of 11 versions of booklet and planning sheet sets for such industries as manufacturing, construction, retail and transportation in addition to hotels/inns and nursing homes for the elderly and have distributed more than 40,000 sets via our employees and agents to companies, local governments and chambers of commerce.

Preparing for Typhoons and Torrential Downpours by Using “Personalized” Videos

How we should prepare for a typhoon, heavy snow or earthquake depends on where we live and what insurance we are enrolling in. Tokio Marine & Nichido distributes “personalized” videos corresponding to customers’ varying situations, each providing customized information on necessary preparations and required insurance. These videos can be viewed from PCs, smartphones and tablet devices, and the company provides a service for customers to check information on disaster risks and details of coverage in an easy-to-understand manner.

Natural Disaster Risk Seminar by Tokio Marine & Nichido and the Tokio Marine Research Institute

Tokio Marine & Nichido and the Tokio Marine Research Institute jointly held a seminar on natural disaster risk entitled “The Frontline of Natural Disaster Research – Possible Eruption of Mount Fuji and Required Corporate Response” on November 4, 2015. This seminar was provided free of charge to citizens and company employees for the purpose of helping them gain a better understanding of global warming and major natural disasters through lectures and panel discussions by experts on the subject matters.

Products and Services

In order to increase preparedness by way of insurance against natural disaster risk, Tokio Marine Group delivers safety and security to all people and society by providing disaster-related products and services including support services for early recovery.

Participation in the World Bank’s Pacific Disaster Risk Financing Pilot Program

Tokio Marine & Nichido has been participating in the Pacific Disaster Risk Financing Pilot Program implemented by the Japanese government in cooperation with island nation governments, the World Bank and private-sector insurance companies as an international contribution initiative in the field of disaster readiness and mitigation. This project marked its fifth year from November 2016.

Operated as a Public-Private Partnership (PPP), the program consists of natural disaster derivatives as support measures for disaster readiness and mitigation in five Pacific island nations, namely the Republic of Vanuatu, Independent State of Samoa, Kingdom of Tonga, Republic of the Marshall Islands and the Cook Islands (each island nation ⇔ International Development Association (IDA) ⇔ five private insurance companies).

The total notional amount during the fifth year of the pilot period (from November 2016) is USD31.7 million (approximately 3.5 billion yen; underwriting by five private insurance companies). In the event that an island nation incurs economic losses (model losses) in excess of assumptions specified for each nation as a result of natural disasters (earthquakes, tsunamis and tropical cyclones), insurance companies shall pay to the government of the island nation, via IDA, a previously established compensation value.

Early Disaster Recovery Support Service through a Tie-Up with BELFOR

Tokio Marine & Nichido has formed a partnership with BELFOR (Japan) Co., Ltd., a company possessing highly specialized technologies in the disaster recovery support field, and has been providing the Early Disaster Recovery Support Service for corporate customers. The company has added a new rider to essentially all of its fire insurance* for business operators to cover the expenses for emergency stabilization measures, allowing policyholders to use the Early Disaster Recovery Support Service of BELFOR under specified conditions without incurring additional costs.

The availability of the Early Disaster Recovery Support Service jointly provided by Tokio Marine & Nichido and BELFOR expanded from Japan to the United States, Europe and Southeast Asia. We now have a system to provide support for the early recovery of business operations to customers throughout the world.

  • *
    Excluding forest fire insurance and Super Business Insurance that does not cover property damage and loss arising from suspension of operations

Disaster Recovery Flow Using BELFOR

  1. Step 1) Verification of disaster and contamination
    Upon being informed by a customer of the occurrence of a disaster or accident, we contact BELFOR after obtaining consent from the customer for dispatching a crew. BELFOR immediately visits the damaged site, conducts an on-site inspection and draws up a "contamination map" that identifies contaminated areas within the site.
  2. Step 2) Emergency stabilization measures
    To prevent further damage, BELFOR applies emergency stabilization measures, as necessary, to inhibit the progression of corrosion and rust in facilities.
  3. Step 3) Proposal of an optimal recovery plan
    We propose an optimal recovery plan to the customer.
  4. Step 4) Full-scale restoration by BELFOR

    During full-scale restoration operations, BELFOR conducts the restoration of buildings and equipment contaminated with smoke and soot due to fire or mud caused by flooding by using its special cleaning techniques, know-how and originally-developed chemicals.

Representative examples of BELFOR’s special techniques

BELFOR uses its precision cleaning techniques to restore the condition and functions of contaminated equipment and facilities, for which replacement was the only option available in the past. This helps reduce the business interruption period significantly and is particularly effective in case of customized facilities that require a considerable amount of time to replace.

  1. Precision cleaning
    A technology to dismantle equipment, clean its electronic circuit board by using BELFOR’s originally developed alkali cleaner and deionized water, dry it completely in a vacuum chamber and reassemble the equipment
  2. Ultrasonic cleaning
    A technology to remove corrosion in a short time by cleaning corroded metal equipment via BELFOR’s originally developed rust removal agent in an ultrasonic cleaning tank
  3. Soot removal film (SRF)
    A technology to remove contamination without using water by spraying a liquid mostly consisting of natural rubber to walls and ceiling and peeling off a dried rubber film afterwards
    Spraying process/Peeling process

Consulting for Establishment of Business Continuity Management (BCM)

In the wake of the Great East Japan Earthquake and floods in Thailand, there has been a significant change in the business continuity initiatives of Japanese companies, with a shift away from focus on a company's own bases toward an approach that encompasses the entire supply chain. To ensure business continuity and quick recovery even in the event of earthquakes and group infectious diseases such as new strains of influenza and other unexpected contingencies faced by customers, Tokio Marine & Nichido Risk Consulting provides support for the formulation of business continuity plans (BCPs) encompassing supply chains and the establishment of business continuity management (BCM) for continually improving these business continuity initiatives. The company collaborates with BELFOR, the world’s largest disaster recovery specialist, to offer early disaster recovery support services to Customers’ disaster-affected business and production sites.

Natural Disaster Consulting

The Great East Japan Earthquake and floods in Thailand prompted numerous Japanese companies to reaffirm their awareness of the importance of risk management, and the interest of companies in natural disaster risk remains high. With the aim of protecting customers from such natural disasters as earthquakes and typhoons, Tokio Marine & Nichido Risk Consulting employs original analysis models to quantitatively identify in advance any earthquake and typhoon risks that may vary among regions or types of facilities and, based on this analysis, provides cost-effective risk mitigation solutions for customers. For risks concerning earthquakes, in particular, we also provide such services as developing estimates of earthquake damage based on the results of field surveys and document reviews as well as diagnosis of antiseismic capability of buildings and tsunami simulation models.

Area Information Network in Time of Disaster

In August 2014, Tokio Marine & Nichido concluded an agreement concerning the establishment of an area information network in time of disaster with the 38 member FM radio stations of the Japan FM Network Association (JFN). Under the agreement, Tokio Marine & Nichido and each of the JFN member FM radio stations exchange information via telephone lines in the event of an earthquake or any other disaster. Tokio Marine & Nichido will provide disaster-related information on affected areas, including damage status, as well as procedural guidance for filing insurance claims, while the radio stations transmit the information within these areas, across the corresponding prefecture and nationwide. Through this collaboration, we aim to ensure the security of local community members and help to support the recovery and reconstruction of affected areas. Following the Kumamoto earthquakes that occurred in April 2016, the company provided information on non-life insurance, mainly of its toll-free telephone service called “Anshin 110,” through FM Oita and FM Kumamoto for 12 consecutive days.

Post-Disaster Response and Recovery

To deliver a sense of security at the earliest opportunity after an earthquake or any other disaster, Tokio Marine Group takes all possible measures for smoothly receiving insurance claims reports and engages in recovery support for affected areas, including employee volunteer activities.

Initiatives to Support Recovery of Areas Affected by the Great East Japan Earthquake

Tokio Marine Group has been engaging in activities to support areas affected by the Great East Japan Earthquake. Starting from May 2011 immediately following the disaster, Group company employees, agents and their families across the country have provided support to disaster areas in Otsuchi-cho (Kamihei-gun) and Rikuzentakata City in Iwate Prefecture and Ishinomaki City and Kesennuma City in Miyagi Prefecture. Their activities include removing disaster debris, cleaning up houses damaged in the tsunami, removing mud from houses and street drainage gutters, assisting in agricultural and fishery related work, sorting books for donation to libraries in disaster areas and cleaning damaged and mud-covered photographs and documents.

Tokio Marine & Nichido is also supporting two NPOs engaging in activities to restore tsunami-devastated coastal forests in Natori City and Watari-cho, respectively, along the coast of Miyagi Prefecture.

In Natori City, the Organization for Industrial, Spiritual and Cultural Advancement-International (OISCA) has been leading the Ten-Year Restoration Project of the Coastal Forests of Tohoku Region. In the project, the company has been participating in activities to restore coastal pine tree forests in the city and to facilitate regional revitalization through the recovery of agricultural land and creation of job opportunities in disaster areas. Under its policy to “never forget the event at any cost and continue to do whatever we can do even in any small way,” the company has been making an annual monetary donation since fiscal 2011. In fiscal 2016, an employee volunteer program was launched, and about 20 employees joined an activity to monitor the growth of planted pines by measuring their height and width and removing weeds.

The NPO Watari Greenbelt Project has been engaging in an initiative to restore tide-control forests along the coastal areas and promote the recovery and new community development of Watari-cho, Miyagi Prefecture. Since April 2013, Tokio Marine & Nichido has been soliciting and sending employee volunteers on a tour to assist in the initiative. During each tour, they visit the coastal areas devastated by the tsunami, remove weeds in planned tree-planting areas and help with cultivating saplings that will be planted along the coast. Up until March 2017, the company has conducted 16 such tours, with the participation of a total of 229 employees, including Group employees, agents and their families.

Also in fiscal 2016, employees of Tokio Marine & Nichido and Group companies made paper lanterns from milk cartons for the Prayer Lanterns Lighting, a memorial event for the Great East Japan Earthquake held in Morioka City, Iwate Prefecture, and sent about 2,150 lanterns to the Morioka Recovery Support Network, the secretariat of the event. On the day of the event, about 50 employees and their families from branches in Morioka and other locations volunteered to light lantern candles.

As another ongoing effort, the company provides local dishes of the areas affected by the disaster at its employee cafeteria and donates a portion of sales of these dishes. During the period from April 2016 to March 2017, the company sold about 1,600 dishes and donated approximately 160,000 yen to the Iwate Learning Hope Fund. Donations are used to provide educational support for children who have lost one or both of their parents in the disaster.

Response to the 2016 Kumamoto Earthquakes

In April 2016, a series of large earthquakes with a maximum magnitude of 7.3 hit Kumamoto Prefecture and other parts of Kyushu and inflicted enormous damage in these areas, including Oita Prefecture. Immediately following the earthquakes, Tokio Marine & Nichido set up disaster response headquarters locally and in its head office and augmented its structure to ensure the earliest possible claim payments. We will continue to make concerted efforts throughout the entire Tokio Marine Group to support the recovery and reconstruction of disaster-affected areas through the payment of insurance claims.

Establishment of Disaster Management Task Force

Head office disaster response headquarters

Immediately after the earthquakes, we set up a head office disaster management task force led by Tokio Marine & Nichido President Toshifumi Kitazawa, dispatched an advance team to the affected areas and established a local response headquarters.

To Deliver Security at the Earliest Possible Opportunity

For receiving insurance claims reports
  • While setting up these headquarters, we augmented our structure to receive loss reports from customers.
  • We disseminated information on our Insurance Claims Reporting Center to customers in the affected areas through various media, including newspaper, television and radio.
Establishing a group-wide support structure
  • In addition to the existing toll-free claim line, we established a backup office that integrates initial response and various business administrative functions, adding approximately 440 extra personnel to our ordinary staffing.
  • Besides the local response headquarters, we set up satellite offices* mainly in Kumamoto Prefecture. At the peak of our activity, approximately 840 employees and appraisers were sent from across Japan to provide company-wide response to the disaster.
    • *
      An ad-hoc office set up in a disaster-affected area to conduct loss adjustment
  • On the renovated claims settlement service system infrastructure, which went into full-scale operation in 2013, claims service bases across Japan communicated and shared information in a paperless, real-time environment to undertake claim payment and other procedures from remote locations. This allowed local staff to focus more on customer response, loss adjustment and related activities in the affected areas.

Backup office (serving as an earthquake insurance claims center)

Claims settlement service structure in affected areas
  • Employees, appraisers and loss adjusters dispatched to satellite offices visited customers affected by the disaster to check the status of damaged houses and buildings.
Notification to customers who have not reported losses

Inspecting damage status

  • In addition to making swift response to customers who have reported losses, we believe that it is also a social mission of a non-life insurance company to proactively notify possible claim payments to customers who are likely to be entitled to such payments.
  • Working jointly with agents, we contacted customers who live in areas largely affected by the disaster but have not reported losses to express our sympathy and notify how to file insurance claims.

Response to Customers Affected by the Disaster

Emergency measure for policyholders

As an emergency measure for policyholders affected by the disaster, we provided a grace period for both policy renewal and premium payment from the date on which a policyholder sustained damage until the end of October 2016. The insurance will stay in force if necessary renewal procedures are taken or premiums are paid during this period.

Other recovery and reconstruction support

To support disaster victims, Tokio Marine Holdings broadly solicited donations from employees and agents of Tokio Marine Group companies in and outside Japan. Under a matching gift system*1 , the company added an amount matching their donations and made a disaster-relief donation to NPOs engaging in activities to support the affected areas, local governments in these areas and the Red Cross Society in various countries. Our donations totaled 93 million yen*2 (as of September 30, 2016), including donations from Group companies outside Japan.

Organizations receiving our disaster-relief donations
The NGO Japan Platform, Kumamoto prefectural government, Oita prefectural government, the U.S. NPO Japan Society, Japanese Consulate General in Shanghai, British Red Cross Society, Australian Red Cross Society and others
  • *1
    A system used by a company in soliciting donations for a social contribution purpose (such as for disaster-relief funds), in which the company makes a donation after adding an amount matching the amount voluntarily donated by employees or an mount determined by the company.
  • *2
    In addition to this, we also made disaster-relief donations through The General Insurance Association of Japan and through The Small Amount & Short Term Insurance Association of Japan.