Quality Improvement in response to stakeholder view

The MS&AD Insurance Group has formulated its Basic Policy on customers' voices response and takes widely and utilizes various views from customers such as consultation, requests, and complaints, for improvement of qualities. Domestic insurance companies in the Group utilize customers views in business improvement to provide products and services that satisfy customers based on this policy.
We disclose the substance and results of these activities for improvement on our website so that the customers can see the actual improvement.

Domestic insurance companies in the Group: Approaches related to customer views

• Mitsui Sumitomo insurance Co., Ltd. (Japanese only)
• Aioi Nissay Dowa Insurance Co., Ltd. (Japanese only)
• Mitsui Direct General Insurance Co., Ltd. (Japanese only)
• Mitsui Sumitomo Aioi Life Insurance Co., Ltd. (Japanese only)
  (The former MSI Kirameki Life and the former Aioi Life)
• Mitsui Sumitomo Primary Life Insurance Company, Limited. (Japanese only)

Through questionnaire surveys we conduct with customers, we ascertain their views and reflect them in business improvement.

MSI encloses post card of questionnaire with insurance policies that sends to customers. These questionnaires ask about the degree of satisfaction with handling by the company and its agents at the time of contract, and confirm whether the customer has questions or concerns for the nature of products, contracting procedures.

Aioi Nissay Dowa became the first insurance company in Japan to conduct questionnaire surveys by computer and mobile telephone. Through these surveys, the company gets an accurate picture of the level of customer expectations and degree of satisfaction in areas such as the understandability of explanations of important items and various procedures at the time of contracting, and claim handling.

MSI aspires to give feedback of customer views throughout the company and to link them to provision of products and services that satisfy customers. To this end, the management team engages in discussion with external experts in the Council on Promotion of Customers' Viewpoint. Items found to require improvement are the subject of recommendations presented to the Board of Directors.

The Council on Promotion of Customers' Viewpoint (Japanese only)

Approaches to reflecting customer views in efforts for business improvement while absorbing the opinions of external experts and other parties are also exemplified by the checks made by an ad-hoc unit. The findings of these checks are regularly reported to the Audit Committee, an internal committee of the Board of Directors.
More specifically, the services of an organization devoted to consumer affairs are utilized in checks to see whether obligations to provide customers with explanations are being properly discharged in connection with the pamphlets and applications forms used in selling insurance, instructions regarding contracting procedures, and explanatory materials supplied in response to the filing of claims. In fiscal 2010, there were 12 regular meetings for evaluation of documents by the consumer affairs institution.

Aioi Nissay Dowa holds regular meetings with participation of advisory specialist for consumer’s affairs once a month and we discuss about agenda for improvement the quality of works.
At this meeting, we collect and analyze the information regarding the quality, sort out the problems for improving the quality, debate the validity and examine the effectiveness of approaches that each division has set and on the basis of Customer views and Customer questionnaire. We endeavor to improve the service to better satisfy our customers by adding the verification of customer view. The remit is reported to Quality improvement committee which is internal committee and the Board of Directors when needed.

Domestic insurance companies in the Group has formulated its response policies in accordance with the Basic Policy on customers' voices response and is carrying out responses to customers' voices including complaints and managing measures for improvement.
The personnel assigned to customers' voices response at each of these companies regularly hold meetings to confirm that the system for customers' voices is being properly operated. They also make reports the handling situation of customer’s voice to the Management Committee of the holding company each quarter. We at the MS&AD Insurance Group perceive information from customers' voices as vital for efforts by all employees to earn and keep the trust of customers, achieve business growth, and further improve quality. Furthermore we are actively collecting and analyzing information regarding customers' voices in order to reflect it in our initiatives for improvement of quality and customer satisfaction.

Situation of customers' voices (complaint) receipt at each company

• Mitsui Sumitomo Insurance Co., Ltd. (Japanese only)
• Aioi Nissay Dowa Insurance Co., Ltd. (Japanese only)
• Mitsui Direct General Insurance Co., Ltd. (Japanese only)
• Mitsui Sumitomo Aioi Life Insurance Co., Ltd. (Japanese only)
  (The former MSI Kirameki Life and the former Aioi Life)
• Mitsui Sumitomo Primary Life Insurance Company, Limited. (Japanese only)

MSI and MSI Kirameki Life are conducting the Customers' Viewpoint Campaign, which encourages to find points needing improvement, and take action on a voluntary basis with teamwork for quality improvement. There is the bulletin board on the in-house intranet (entitled Everybody's Circle of Wisdom) which is a tool for the posting of issues that employees cannot solve. The issues are studied in the head office divisions, and the conclusions are disclosed on the bulletin board.
At MSI, the assigned corporate executives from the head office divisions have made visits to sites across Japan since fiscal 2006 to hold the Management Meetings for exchange of views with employees and utilize the views of employees engaging in sales and claim service, In fiscal 2010, there were 23 such meetings.

To receive the posting from employees regarding the quality improvement requests from the customer viewpoint that leads to the improvement of customer satisfaction, Aioi Nissay Dowa is conducting a program the Kaizen-no-Tobira(Door for improvement). Under this program the proposed issues are studied in the head office divisions, the consultations are disclosed on the bulletin board, and undergo the monitoring of long-term issues. And it conducts the Employee Monitoring Program which collects employees' opinions about corporate initiatives, strategies, through e-learning. Those opinions are reflected for the improvement and reinforcement of corporate initiatives and strategies. The consultations are disclosed on the bulletin board for the feedback and two-way communication with the head office.