Claim service preferable to customers

MSI is promoting the innovation focussing on the revision of all work processes from receipt of accident reports to payment of claims.
The company instated a “one-accident, one-team” system for reinforcement of coordination when two or more personnel are assigned to a single case. In this and other ways, the work processes constructed in response to customer views are in operation at Claim Payment Centers nationwide.
MSI also developed the SPM System (patent pending), which is designed to support the work processes and is equipped for automatic display of the schedule for action by assigned personnel to provide better attuned service to the customer.

In fiscal 2009, Aioi Nissay Dowa instated Ensemble, a forerunning system that is the first of its kind in the non-life insurance industry, based on a computer telephony integration (CTI) function integrating the accident response system with telephones. The system automatically and instantly retrieves accident information from the customer’s telephone number, and directly links it to the telephone of the personnel assigned to the accident. It also displays this information on the personnel’s computer based on telephone information about the caller identity and accident date. It assists smooth response that does not keep the customer waiting.

In January 2010, MSI Kirameki Life commenced operation of a new claims system to handle the payment of benefits quickly and properly, and this system made it possible for the company to provide easy-to-understand guidance on procedures for seeking payments, in correspondence with the nature of the policy and claim.
In addition to this new system, it actively promotes the “Direct service” in which the customer and the company proceed the procedures directly and as a consequence, the payment procedure is surely executed by the due date stated in policy clause.

All domestic non-life insurance companies in the Group, accepts all the accidents reports such as car accidents, fire accidents 24 hours a day, 365 days a year at accident report reception center.
And in response to the customer's request, we provide initial support such as contacting with the counterparty of the accident, arrangement of substitute vehicle, contact with medical agency, repair shop, and arrangement of investigation of fire accident, and feedback of handling the incident, in which services are provided during midweek night and holidays. In case of hospitalization due to injury, the company also provides service for visits by special-assignment staff after receipt of the accident report.
The assigned personnel gives information on the state of progress after accidents and making efforts to mitigate the anxiety of our customer and reply to their queries in customers standpoint.

Aioi Nissay Dowa also provides “My Page” service. This service enables policyholders to view the policy contents and course of accident response on their mobile phone and smart phone, or computer.

Whether the claim service satisfies our customer depends on the handling level of the assigned personnel. MS&AD Insurance Group engages in the quality improvement of the personnel of claim service.

MSI is engaged in activities for quality improvement in pursuit of higher levels of customer satisfaction in its Good Job Campaign.
MSI is holding and participating in role-playing competitions related to customer response and call-handling contests conducted by external institution, proceeding the various approaches for providing proper, quick and courteous support to our customers.
In fiscal 2010, at Corporate Call-handling Contest hosted by the Japan Telecom Users Association, two of our sites won prizes of excellent award(First prize) and fineness award(Second prize) respectively.

LIPS group discussion

Aioi Nissay Dowa is promoting business improvement activities at each workplace in order to heighten customer satisfaction in claim handling. And the company shares the results of the activities and promotes spread throughout the Division.

* Lady Improvement Project

MS&AD Insurance Group execute questionnaire surveys upon payment of insurance claim. The opinions and requests from customers are reflected in measures for work improvement and development of new products to furthe heighten quality.

At MSI and Aioi Nissay Dowa, in order to make a fair payment of insurance to our customers, in case it does not seem to correspond to an insurance payout, or in case the customer appeals complaint to the decision, those issues are examined at Claims Payment Examination Council which consists of experts such as an external lawyer.

State of examination is disclosed at the company’s homepage.

• MSI (Japanese only)
• Aioi Nissay Dowa (Japanese only)