Our Customer-Oriented Business Operations

Customer-Oriented Business Operations Policy — Our Declaration of Proactively Pursuing a Customer-Oriented Business

Fundamental Concepts

Meiji Yasuda provides insurance products and services that offer lifelong protection. In light of the unique characteristics of life insurance policies whose duration may extend to the ultra-long term, we believe that in addition to ensuring the payment of insurance claims and benefits, providing after-sales services that are finely tuned to the needs of customers is the foremost mission of life insurance companies. All our customers must be eligible to receive such services from the very moment of enrollment.
At the same time, we will help build a sustainable and bountiful society filled with hope by assisting customers in their health improvement efforts, championing the development of local communities, and expanding the scope of mutual aid.

With the goal of delivering our customers unwavering peace of mind, we aim to become “a life insurance company that cares about people first.” In other words, we are committed to remaining a company that truly values its customers. Going forward, we will strive to deliver our best to our customers by proactively practicing customer-oriented business operations.

• 1 Thoroughly Promote a Customer-Oriented Approach

  Guided by the management philosophy “Peace of Mind, Forever,” we aim to become “a long-respected life insurance company that cares about people first.” We place the utmost value on customers. In order to best serve our customers’ interests, ensuring that employees act ethically is a basic principle that applies across our business operations. We will thoroughly pursue a customer-oriented approach.

• 2 Incorporate Customer Feedback into Management

  We keep ourselves open to a broad range of opinions and requests voiced by customers while promoting initiatives to incorporate customer feedback into corporate management. By doing so, we will enhance customer satisfaction. Moreover, we will also maintain proactive information disclosure.

• 3 Provide Ongoing Assistance to Customers, Local Communities and Fellow Workers to Help Them Improve Their Health

  As we aim to promote wellness activities that are fun for all and easy to continue, we are implementing the “Wellness for All Project” and thereby providing optimal assistance to help a broad range of people achieve health improvement. We will also support corporate and group customers taking on measures to improve employee health. Also, Meiji Yasuda employees will encourage one another to engage in forward-looking wellness activities, with the aim of facilitating the involvement of an even greater number of people and creating a positive impact on society.

• 4 Strive to Help People of Regional Communities Enjoy Higher Living Standards

  Under the “Community Vitalization Project,” we take a cross-organizational approach, rallying our entire workforce to support regional communities. In line with this, we will advocate for the creation of relationships, interactions, and mutual support among the members of these communities and contribute to the resolution of region-specific issues they confront. To this end, we will act in collaboration with local governments, businesses, media, universities, research institutions, sports organizations and other partners.
  
  We will also endeavor to establish the public recognition of our ideal brand image as a company capable of delivering “Wellness for People, Vitality for Communities” via the implementation of the “Wellness for All Project” mentioned in number “3.” above along with the “Community Vitalization Project.”

• 5 Provide Optimum Products and Services that Address Customer Needs

  As a life insurance company, we are well aware of our social responsibility to complement the public social security system and support the ability of people to help themselves. With this in mind, we will strive to develop high-quality products and services that accurately meet customer needs while effectively adapting to changes in social circumstances, such as a rapidly aging population.

  In addition, we recommend our insurance products only after closely listening to each customer’s intentions. By doing so, we endeavor to provide optimal products and services in light of each customer’s life stage, purpose for enrollment and unique financial situation.

• 6 Strengthen the Provision of Information to Customers at Insurance Enrollment

  To help customers choose optimal products and services, we will explain information that is important to each customer via easy-to-understand and detailed presentations. We will also strive to furnish appropriate and sufficient information based on the characteristics of products and services the customers have chosen.

• 7 Enrich After-Sales Services Adapted to the Needs of Each Customer

  Given the unique characteristics of life insurance policies whose duration may extend to the ultra-long term, we will provide wholehearted after-sales services* finely tuned to the needs of customers while ensuring the payment of insurance claims and benefits, thereby delivering our customers unwavering peace of mind.

  * After-sales services refer to ongoing services that are regularly provided for an extended period of time following enrollment.

  
  

• 8 Engage in Asset Management That Lives up to Customer Confidence

  To secure our capabilities to maintain the payment of insurance claims and benefits over the future, we will strive to maintain and improve our financial soundness and, to this end, employ an enterprise risk management (ERM) framework and practice the surplus management type of asset liability management (ALM).* We will also maintain appropriate risk management. By doing so, we will boost our profitability.

  In addition, we will continue promoting responsible investment that contributes to a sustainable society as a responsible institutional investor.

  * ALM provides for the comprehensive management of assets and liabilities with the aim of controlling volatility risk by centering the capital strategy on surplus, which derives from the difference between the economic value of assets and liabilities based on fair value or market-consistent value determined using future cash flows.

  
  

• 9 Properly Manage Conflicts of Interest

  With the aim of appropriately controlling conflicts of interest, we have established such principles as “Policies for Managing Conflicts of Interest.” To protect customers’ interests from undue damage, we will strive to accurately assess potential conflicts with the customers’ interests in the course of transactions, seeking to appropriately control and manage such conflicts.

• 10 Maintain Customer-Oriented Initiatives

  To support various initiatives aimed at promoting customer-oriented business operations, we will ensure that results of such initiatives are reflected in the performance evaluations of organizations and individuals. We will also periodically verify the effectiveness of these initiatives to make improvements by identifying KPIs for assessing progress in such initiatives. Furthermore, we will enhance the content of educational and training programs to equip employees with knowledge and skills necessary to conduct consulting services based on a customer-oriented approach.

Initiatives Based on Our Customer-Oriented Business Operations Policy（PDF 974KB）