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Customer Feedback
Customer feedback
Amount of customer feedback (complaints,opinions and requests)
< Definition of customer feedback (complaints, opinions and requests) >
Complaints contain the expression of customer dissatisfaction with us, e.g. all of our insurance products (including cancer insurance, non-life insurance and others handled by our partner companies), operating activities, behaviors/manners of our employees, and services incidental to contracts.
Opinions and requests are proposals that benefit our business improvement without corresponding to complaints.
| FY2023 | |
|---|---|
| Complaints | 26,746 |
| Opinions/requests | 1,018 |
Examples of improvements based on customer feedback
| Customer feedback | Details of improvement |
|---|---|
| I would like to make it possible for family members to complete the procedures promptly if a policyholder is incapacitated. | We have started to offer a special contract for policyholder's representatives that makes it easier for representatives to complete the procedure even if a policyholder is not placed under an adult guardianship. (March 2024) |
| I would like to ask my child to fill out the forms for me, for the implementation procedures. It is inconvenient that my child, the person filling in forms for me, has to have an in-person meeting with the company even though I, the person with the right to file a claim, can consult the company online. | We have commenced online meetings with people filling out forms for policyholders using Doors (an online meeting tool). (December 2023) |
| I would like to postpone the age when I will start to receive a private pension because I will be working even after I turn 60 due to retirement age being raised. | We have made it possible to postpone the age at which people begin receiving their pension to the age of 65 for already contracted individual annuity insurance as well as insurance products that are currently being sold. (March 2024) |
| I would like to consult the company regarding asset building, including NISA and iDeCo in addition to insurance. | To further develop our Total Life Plan consulting for our customers in terms of both coverage and asset building, we appointed advisers for asset building, succession, and inheritance who are trained in the systems that support asset building such as NISA and iDeCo in fiscal 2023. (April 2023) |
| I would like the company to offer a group credit life insurance product that will also pay off the debts of the bereaved if a cause for payment occurs for either of two joint mortgage borrowers. | We revised the details of the group credit life insurance so that we can pay, as claims, the total balance of the debt of two joint mortgage borrowers with the two borrowers as beneficiaries if a cause for payment occurs for either of them. (July 2024) |
Examples of appreciative comments from customers
We share letters of thanks from customers internally to enable all of the employees to think about the actions leading to customers' trust and implement these actions, aiming to increase customer satisfaction.
Communicating "By your side, for life" based on Our Oath to Customers and Society (the voluntary consumer oriented declaration of The Dai-ichi Life Insurance Company, Limited), we promote actions beyond customers' expectations with a customer-oriented attitude every day in addition to selling insurance products.
Example thank-you letter received from a customer's family who appreciated the End-of-life notes for Loved Ones* for supporting the customer with cancer until her end
I met the customer at the dispensing pharmacy that I often went to. At first, we just briefly engaged in small talk. As we gradually got more familiar with each other, I learned the person was our customer. I had no concerns when I heard our staff member in charge of contracting continued to sufficiently follow up with the customer. When that staff member left the company, I took over the customer's account at the request of the customer.
Several years later, one year after the customer reviewed the contracted insurance, she was diagnosed as having pancreatic cancer. The customer was hesitant to receive treatment due to financial concerns. I explained to her that the contracted insurance would cover treatment fees and told her that I wanted her to think about treatment. Her family wanted the customer to live as long as possible. so, the customer decided to be treated.
Then, she underwent a very painful treatment. I tried to encourage her as much as possible between treatments. The customer seemed to recover temporarily to the extent that she looked the same as she had before. However, the cancer had spread throughout her body. She was hospitalized for palliative care because further treatment was not permitted. I heard the customer wrote down her thoughts in detail in the End-of-life notes for Loved Ones* that I had given her before to leave messages to all of her family members. The family told me that eventually she chose her home as the place where she would die and spent her remaining days with her family until her death.
After her funeral, I was contacted by her husband and child and met them. Her child thanked me for putting together their mother's insurance policies in a file. The End-of-life notes for Loved Ones* included her financial information such as other insurance companies' policies and assets deposited in banks. This helped them implement procedures smoothly without problems. When I read her message for me on the final page of the End-of-life notes for Loved Ones,* I could not stop crying, having learned that the customer was thinking about me. The customer asked me to continue to take care of her family. I would like to remember her feelings and support her family.
- * The End-of-life notes for Loved Ones is an original notebook created The Dai-ichi Life Insurance Company, Limited for end-of-life preplanning. You can write a wide range of information in the notebook, including your wishes for the bereaved, basic information about yourself, social media information, and your desires regarding nursing care and pets. If you would like one, please contact your Total Life Plan Designer.
