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Number of Customer Feedback (Complaints)

Status of Customer Feedback (Complaints)

Fiscal 2024 (4Q and cumulative YTD)

(As of May 2, 2025)

  4Q
(January to March)
Cumulative YTD
(April to March)
Number of complaints Number of complaints
  Share of total feedback(*1)   Share of total feedback(*1)
New policy related
(Insurance policy enrollment)
598 8.8% 2,649 9.9%
Premium related
(Payment of insurance premiums)
266 3.9% 1,159 4.3%
Conservation of business related
(Procedures post contract)
1,288 18.9% 5,626 21.0%
Insurance claim and/or benefits related
(Payment of insurance claims and/or benefits)
1,053 15.4% 3,999 14.9%
Other 3,617 53.0% 13,365 49.9%
Total 6,822 100.0% 26,798 100.0%
  • *1: The share of total inquiries may not necessarily equal 100% due to numerical rounding.

Classification of customer feedback (Complaints)

  Main examples
New policy related
(Insurance policy enrollment)
  • Dissatisfaction, etc. with explanation when purchasing a policy
  • Dissatisfaction, etc. with insurance solicitation activities
Premium related
(Payment of insurance premiums)
  • Dissatisfaction, etc. with procedures for changing premium payment method and the payment of premiums
  • Dissatisfaction, etc. with premium loans
Conservation of business related
(Procedures post contract)
  • Dissatisfaction, etc. with surrender procedures
  • Dissatisfaction, etc. with policyholder dividends
Insurance claim and/or benefits related
(Payment of insurance claims and/or benefits)
  • Dissatisfaction, etc. with procedures for payment of benefits
  • Dissatisfaction, etc. with procedures for payment of maturity proceeds
Other
  • Dissatisfaction, etc. with attitude and manners of sales representatives and responses, etc. over the counter and via telephone
  • Dissatisfaction, etc. with follow-up

Situation of customer feedback (complaints) directed at Dai-ichi Life

We publish the number of customer feedback (complaints) for the fourth quarter of fiscal 2024 and cumulative totals year to date.

 

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