Improve the simplicity and convenience for customers

The domestic insurance companies in the Group have laid down in-house rules concerning terms to be used in policy clauses and description in pamphlets, where we have been providing policy clauses and pamphlets with plain terms and charts.
MSI Kirameki Life revised the notices of policy contents to be more user-friendly and easy to understand, that are sent to our customers once a year to ask customers to check the contents. As a consequence, it was awarded "explicit information prize" in UCDA Award 2011 conducted by Universal Communication Design Association(UCDA).

Product pamphlets of
GK Home Insurance

MSI has adopted SP codes, which were developed with the aged and visually impaired in mind, on the pamphlets for its GK Automobile Insurance, GK Home Insurance and GK Personal Accident Insurance products. When the codes are read with a special reading unit, the recorded information is reproduced by voice.

Certificate of verification

MSI Primary Life’s disclosure magazine has been certified by the NPO Color Universal Design Organization (CUDO). The magazine was made neater and more legible by design combining differences of shape as well as color, patterns distinguished by lines and colors, and other features enabling conveyance of information properly in consideration of individual differences in perception of color and elderly readers.

The company seeks higher levels of legibility, readability of the annuity payment invoices sent to policyholders, some pamphlets, and it obtained certification from the CUDO for these as well.

MSI promotes electronic contracting procedures. Under these procedures, the policy contents are displayed on the screen of a computer brought along by the agent, and the customer signs the policy electronically after confirming the contents. This procedure eliminates the need for customers to have pens and seals on hand. Because changes in content and premium estimates can be easily made on the computer, there is also no need for filling out and submitting paper application forms. Electronic procedures are applied for automobile insurance and fire insurance. As of the end of fiscal 2010, about 55% of the personal policies (i.e., excluding corporate and group policies) were being contracted electronically. In fiscal 2010, The function in which the registration site of credit card information can be easily called from a mobile phone was added for customers who wants credit card payment, which contributes for paperless and improve the convenience. We hope to expand the usage of electronic procedures by making the functions strengthened and improved.

An extended total of more than 950,000 customers are registered for use of “Customer Web Service” provided to individual customers on the MSI website. Customers can use the service to check the contents of GK Automobile Insurance, file changes of address, submit notices of vehicle replacement, and perform other procedures on the Internet. They can also check policy contents and perform change of address procedures from their mobile phones.

In the customer dedicated service “My Page” of Aioi Nissay Dowa, customers can use “AD Tough Club”. The service enables customers to view the policy contents and status of accident response, and “AD Tough Club” provides presenting prizes, safe driving service as well. More than 3,000,000 customers are registered on the service at present.

In place of the conventional paper policy clauses, MSI Kirameki Life instated policy clauses on CD-ROMs in March, 2010. The CD-ROMs contain the policy explanation and clause. Compared with the conventional paper policy clauses, This compact and convenient method is chosen by 80% of customers who contract newly.

The CD-ROM clause has various features to make the explanation and clause even more easy-to-read and understand for customers. It delivers the ultimate in convenience that could only be offered by electronic media, as exemplified by an operation guide and simple commentary based on voice and motion-video guidance, search for target information using key words, enlargement of text, and a page-turning function allowing customers to treat the electronic clause like a paper one.

Towing service

The domestic non-life insurance companies in the Group provide various services in towing/transferring a car in the event of accidents and breakdowns, and emergency work on the spot in response to breakdowns and trouble.
Car rescue QQ team(Road service) offered by MSI enables customers to reduce individual payment and improve the convenience by combining the road service and special contract of conveyance, transferring, taking-over payment. This service is applied for the contract executed after October 2010. Under this revised contract, it enables 1) towing/transferring a car over 200km by the special contract of the service, and covers 2) the payment of towing/transferring a car of accident.
The Road Assistance Service offered by Aioi Nissay Dowa was the first service in the industry and has been given high marks by over 90% of its customers for about 10 years, Since October 2010, the seivice was revised;: 1) the distance of free towing/transferring a car from the scene of accident and with the breakdown was extended to 60km, and 2) quick repairing service at the place of accident within 30 minutes.