The Entire Group taking good care of our customers
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We installed the consultation desk immediately after the occurrence of the earthquake disaster and the personnel corresponding to our customers were reinforced sharply, the entire group has been taking good care of our customers.
To carry out our mission that “making the payment of insurance claims to the suffered customers as quickly as possible” and to contribute the earliest revival of possible, we proceeded various approaches.
Response system
Crisis measures division
On the day of earthquake occurrence, each Group Company established the crisis measures division and started the receipt of accident reports and payment of claims, and the check of damage situations of employees, agents, and office buildings etc.
Structure for response to customers
MSI and Aioi Nissay Dowa established the office from which the first contact to our customers was given and all the works including the payment of insurance, and more than 20 sites of investigation in all over the eastern Japan, total of 2,000 personnel engaged in the response to the customers.(the numbers of sites and personnel are at the peak time)
MSI Kirameki Life, Aioi life and MS Primary Life received the insurance claims at the headquarters and the Insurance Service Division provided those service intensively.
Structure in stricken area
14 sites of MSI and Aioi Nissay Dowa in stricken area lost its functions because of the destruction of buildings after earthquake/tsunami and nuclear power plant disaster, but we continued the service to the customer at other substitute sites.
Response to consultation from customers
At MSI and Aioi Nissay Dowa, supporting personnel are dispatched to Contact Center and receiving various consultation from our customers.
They gave supports the management of contracts reference center which was established by the General Insurance Association and Life Insurance Association to deal with the issues related to that earthquake.
In order that our customer know the consultation desk widely, both non-life insurance and life insurance industries created the posters of contacts and the notice was put in the shelters and given by the newspaper advertisement and radio commercials.
To realize the payment of insurance claims as early as possible
Each of non-life and life insurance industry worked together to realize the payment of insurance claims as early as possible, the payment to those customers has completed mostly.
Earthquake Insurance
● Cooperative investigation using aerial and satellite photograph was conducted and proceeded the certification of the total loss area.
● Through the investigation of documents based on the customers'self-assessment, the efficient survey of damages was performed.
● The insurance claim procedures were simplified.
Life Insurance
● Some documents required for the insurance claims were made omissible.
* Please see the following web pages about the details of approaches performed by the entire Group
To avoid the leakage of insurance payment
In order to avoid the leakage of insurance payment to our customers we are making following approaches.
Earthquake Insurance
At MSI and Aioi Nissay Dowa, we provide guidance regarding the claims by documents and telephone to the customers in stricken area who have earthquake insurance and not given notice of the accidents yet.
Life Insurance
At MSI Kirameki Life, Aioi Life and MSI Primary Insurance, safety confirmation of customers were conducted by agents and personnel in stricken area, and safety confirmation of customers who live in northeast 3 prefectures are being made by telephone and documents.
Payment situation of insurance (as of end of July 2011)
Number of reception of earthquake insurance and payment amount are as follows.
| Number of reception (Note1) |
Completion number of investigation (Note2) |
Number of payment case | Payment amount (thousand yen) | |
|---|---|---|---|---|
| MSI | 92,660 | 90,685 | 80,050 | 141,334,865 |
| Aioi Nissay Dowa |
89,248 | 86,308 | 76,714 | 153,051,743 |
Note1: Number of reception includes the requests of investigation of accidents, consultation, inquiries of the contents of the contract regarding the coverage of the earthquake insurance.
Note2: completion number of investigation includes the completion number of investigation, the number of cases which insurance was paid and which were not payment target, and the number of consultation by which the issue were solved.
Payment situation of life insurance is as follows.
| Number of payment case (Note) |
Payment amount (thousand yen) (Note) |
|
|---|---|---|
| MSI Kirameki Life | 75 | 680,729 |
| Aioi Life | 51 | 353,410 |
| MSI Primary Life | 13 | 79,000 |
Note: Including the death insurance, hospital coverage
Special measures for contract procedure and the payment of insurance
Special measures such as contract procedure and the payment of insurance are carried out for the customers who suffered a great deal of damage by that earthquake disaster.
Non-life insurance
● Grace period of contract renewal (until the end of September 2011)
● Grace period for the payment of premium (until the end of September 2011)
● Handling at the time of cancellation of fire insurance or automobile insurance when the residence or the cars are lost.
Life-insurance
● Grace period for the payment of premium (until the end of December 2011)
● Payment of total amount of disaster related insurance and benefit.
● Handling of the hospital coverage in case the medical treatment equivalent to hospitalization was given outside of hospital.
* Please see the respective web pages of each Group Company about the details of special measures
Support for agents stricken by disaster
In order that agents which suffered a great deal of damage could restore the normal life as early as possible and restart the agent work, it provided supports such as solatium, lending facility with low interest.
Moreover, the range of procedure that Contact Center can complete by telephone was expanded, it supported agents to reduce their works.
As for agents who suffered the damage of their office, MSI and Aioi Nissay Dowa prepared the work places with computers in their office buildings so that they could start the reception of consultation from the customers and procedure for the early payment of insurance from immediately after that disaster.
Ai Nakajima
Supervisor, Sendai Fire & Casualty Claims Service Center
Tohoku Claims Dept. MSI
I could not use computers, telephone in the office and infrastructures or public transportation, it was frustrating that I could not respond to the immediate requests of our customers. Although I felt uneasy what I could do but by the support of encouraging words from customers and whole country, I kept in mind paying insurance as early as possible and providing sincere response to our customers.
I would like to cherish the gratitude from our customers who are in serious environment, continue to perform the reliable response to our customers.
Hitoya Komeda
Tokyo 2nd Corporate Production Dept.
Aioi Nissay Dowa
At a damage investigation, a customer shed tears saying “This broken lacquer ware was given from my late mother at marriage as the marriage furniture. While there are some which can be replaced with money, unforgettable elegance never returns to origin. But by making the payment of insurance as early as possible, I was able to give a little support to help the customer regain the former life. I would continue to have the self-confidence in the work for the insurance company.
