Improving Quality from the Customer’s Perspective
Aiming to become “a company that delivers sustainable growth by providing safety and security to customers and by always remaining their first choice,” Tokio Marine Group takes feedback from customers seriously and works to improve the operational quality on a constant basis. We strive to build trust-based partnerships with agents and improve our operational quality together in order to truly provide safety and security from a customer standpoint.
Relation between Written Content and SDGs
|Relevant goal||Relevant target||Description of related content|
|3. Good health and well-being||3.6 Halve the number of global deaths and injuries from road traffic accidents||Establishing a foundation to provide products and services for building a secure society by leveraging traffic technology innovation|
|11. Sustainable cities and communities||11.2 Provide access to safe, affordable, accessible and sustainable transport systems for all, improving road safety, notably by expanding public transport||Establishing a foundation to provide products and services for making society resilient to natural disasters and for building a secure society by leveraging traffic technology innovation|
|12. Responsible consumption and production||12.2 Achieve the sustainable management and efficient use of natural resources||Establishing a foundation to provide products and services for building a secure society by leveraging traffic technology innovation and for building a secure society by responding to varying lifestyles and changes in society|
|12.8 Have the relevant information and awareness for sustainable development and lifestyles in harmony with nature|
|13. Climate action||13.1 Strengthen resilience and adaptive capacity to climate-related hazards and natural disasters||Establishing a foundation to provide products and services for making society resilient to natural disasters|
|16. Peace, justice and strong institutions||16.5 Substantially reduce corruption and bribery in all their forms||Customer Feedback Response Policy|
Basic Policies for Protection of Customers’ Interests
Tokio Marine Group establishes basic policies for the protection of customers’ interests and develops a system to thoroughly promote being customer-oriented and to pursue various aspects including customer protection.
Customer-Oriented Business Conduct Policies
To more thoroughly carry out customer-oriented insurance business while remaining close to customers and keeping an acute awareness of their diversifying needs, Tokio Marine & Nichido, Tokio Marine & Nichido Life and some other Group companies have formulated and announced their respective policies on customer-oriented business conduct and have been working with agents to promote specific initiatives under these policies. We will review our policies on a periodic basis to constantly realize better business conduct, thereby earning the lasting trust of customers.
Response to Customer Feedback
Based on the Group’s common standards related to customer feedback, each company of Tokio Marine Group has formulated a response policy in order to develop a structure to utilize this feedback for improving products and services.
Quality Improvement Initiatives
Tokio Marine Group continuously promotes the enhancement of quality from a customer standpoint in accordance with the Group’s Corporate Philosophy: “Through the provision of the highest quality products and services, Tokio Marine Group aims to deliver safety and security to all its customers.”
Working Together with Agents to Improve Quality
Tokio Marine Group endeavors to build partnerships based on trust and improve the operational quality through smooth communication with agents.
Education and Training Systems for Agents
In order to meet customer expectations and earn their trust so that customers are able to consult us about insurance with confidence, each Tokio Marine Group company formulates and establishes educational programs and training systems for agents.