Growth with Our Agents
We strive to maintain and improve quality through on-going dialogue with agents. And we aspire to grow with them while supporting to improve quality of work by agents and delivering high-quality products and services to customers of all types.
Support for Improvement of Quality in Agent Work
Basic perspective
The domestic insurance companies in the Group have long been making efforts to improve quality among agents as the points of contact with customers. MSI and Aioi Nissay Dowa have jointly established perspectives on quality in the basic activities of agents, and offer support to improve quality of work by agents in line with these perspectives, in order to deliver high-quality products and services to customers of all types.
Agent Quality Certification System
Q Mark system pamphlet
MSI has established an Agent Quality Certification System (Q Mark system) to enable reliable provision of services of uniform quality to all customers. The system operates as a standard for certification of proper execution of various insurance procedures that suit customer’s requests and on accurate knowledge regarding insurance products and claim handling.
New Customer-First
“New Customer-First” (brochure)
To maintain and improve quality through dialogue with agents, Aioi Nissay Dowa established quality standards under the banner “New Customer-First”(brochure) in fiscal 2010. These standards are centered around customer handling through a proper canvassing procedure. The company regularly examines tasks and furnishes support for qualitative improvement.
Support for Improvement of Skills in Agent Work
MSI has built an education Program for agents to support them to acquire knowledge about compliance, products, administrative work, systems and sales skills required for insurance sales. It offers learning environment through the internet, as well as group seminars to support the skills of work by agents.
Learning through internet
MSI also makes effective use of MS College, a system for centralized management of information for each canvasser*1 on items such as insurance sales qualifications, participation in group seminars, and history of e-learning. MS College makes it possible to support each canvasser to improve the skills according to level of understanding. By the end of fiscal 2010, the total of 91 e-learning courses had been taken by about 410,000 persons in all. The system is utilized by about 30,000 agents.
Since fiscal 2007, Aioi Nissay Dowa has been offering ADWeb Lecture, an Internetbased system utilized by about 80,000 canvassers of agents, which transmits various types of training programs and exams to obtain qualifications and self-learning programs related to revision of carious non-life insurance products. It also prepared new contents of life insurance works toward the foundation of new company with the management integration of Aioi Life and MSI Kirameki Life in October, 2011.
Also these 2 companies participate in the Non-life Insurance Canvasser Exam Updating Program and Insurance Product Education Program*2 to improve canvassing quality, operated by the General Insurance Association of Japan.
*1 Canvassers: Persons who are qualified to sell insurance and have made notification of engagement in insurance sales to the Financial Services Agency
*2 Both programs will be integrated to the Non-life Insurance Canvasser General Exam in October, 2011.
Trainings in response to the needs of agent
Training in sales communication
To respond to diversifying customer needs, MSI Primary Life is enhancing various training programs for agents and reinforcing its setup for sales support through agent education. In addition to training common to the whole industry, the company provides training adapted to agent needs in specialized areas including products, compliance, asset management, annuities, and taxes. Furthermore, the company independently offers a course of training in sales communication aimed at building close communication with customers.
