Customer-Oriented Business Policy

Development and Implementation of Our Customer-Oriented Business Policy

Establishment and Disclosure of Our Customer-Oriented Business Policy

Policy 1.
We develop and implement our business policy by taking a customer-oriented approach.

We believe that the insurance business is about more than just selling products. Customer trust is built by offering suitable product recommendations that reflect customer intentions, carrying out accurate procedures, and providing robust after-sales service. We have disclosed the following management philosophy: “We protect the precious lives of our customers and their families through insurance, sharing with them a safe and fulfilling lifetime.” Based on this philosophy, we have established this policy and regularly review and verify its implementation, disclosing the results on our corporate website.

Pursuit of Our Customers’ Best Interests

Policy 2.
We act with professionalism and strong ethical standards, treating customers with sincerity and fairness while providing high-quality products and services.

We are committed to delivering customer-oriented, high-quality products and services by making optimal proposals based on each customer’s intentions and life plans. In addition to responding appropriately to inquiries and requests, we address complaints promptly and sincerely. We take all customer feedback seriously, using it to improve our daily operations and reflect it in our management practices.

Appropriate Management of Conflicts of Interest

Policy 3.
We provide customers with clear explanations of our insurance selection methods and sales policies.

1. As a life and non-life insurance agency, we receive commissions from insurance companies as compensation for selling their products.


2. When recommending products, we follow our internal “Product Recommendation and Sales Regulations,” primarily proposing suitable insurance products from our list of pre-recommended offerings that align with customer needs. In joint solicitation arrangements,

we primarily propose products from the range offered in common by both our company and our solicitation partners.


3. When customers consider replacing policies, we aim to prevent disadvantageous sales practices by carefully and clearly explaining important considerations at the time of replacement.

Clarification of Fees and Charges

Policy 4.
When proposing or recommending insurance products with market risk (specified contracts such as variable or foreign currency-denominated insurance), we explain that a portion of the premiums is allocated to policy establishment and maintenance costs. We also explain, as essential information for decision-making, the risks customers bear due to product features and the fees they will incur, using materials such as the “Policy Outline” and “Important Notices” during the sales process, to ensure customer understanding.

Clear Provision of Important Information

Policy 5.
We strive to explain important information clearly, enabling customers to better understand product details and feel confident in their policies.

1. We work to provide customers with sufficient and easily understandable information necessary for making policy decisions, including details of our products and services. We take particular care to clearly and carefully explain important matters, such as potential disadvantages and complex product features, using pamphlets and materials prepared by insurance companies.


2. For specific insurance contracts, such as foreign currency-denominated and variable products, which involve exchange rate and investment risks, we carefully and clearly explain the fees customers will bear at the time of policy enrollment, during the policy period, and at cancellation, including what services those fees cover. This information is presented as essential for customers’ investment decisions.


3. We do not sell or recommend multiple insurance products or services bundled as a package.


4. In providing consultation tailored to each customer’s life plan, we offer broad information about social security, taxation, health, medical care, and long-term care.

Provision of Services Appropriate for Each Customer

Policy 6.
We strive to accurately grasp each customer’s needs, financial situation, transaction experience, and knowledge of financial products, and we propose suitable products and services in accordance with the principle of suitability.

1. After confirming each customer’s intentions, we set target asset levels based on their life plans and work to propose specific products that support achieving these goals. Drawing on our strength as an independent agency handling insurance products from multiple companies, we provide products and services that best match customer needs.


2. We assess customers’ financial knowledge, experience, and assets, as well as product complexity and risk level, and provide clear information appropriate to their understanding to prevent misunderstandings. When appropriate, we recommend involving family members or other related parties in the information process. For complex or high-risk products, we carefully consider whether they are truly suitable for the customer, and in some cases may refrain from making a recommendation.


3. In addition to product and service knowledge, we actively share our extensive expertise as financial planners with customers.

Appropriate Employee Incentive Framework

Policy 7.
We create a motivating and supportive workplace environment that enables employees to provide high-quality services to our customers.

To ensure the practice of customer-oriented business operations, we establish performance evaluation systems that fairly assess each employee’s compliance efforts, along with appropriate incentive mechanisms and management structures within personnel evaluations and compensation systems.

Realizing Customers’ Best Interests Across Product Development and Sales

Policy 8.
We collaborate with insurance companies to promote customer-oriented insurance sales.

To support the development of insurance products that better meet customer needs, we analyze customer feedback and requests obtained through solicitation activities and, where appropriate, provide this information to insurance companies while taking care to protect personal information.