Key Performance Indicators (KPI) to Promote Our CSR Initiatives

The MS&AD Insurance Group introduced "KPI for the promotion of CSR initiatives at the MS&AD Insurance Group" in three group companies, including MS&AD Holdings, MSI and ADI in fiscal 2012. The KPI was introduced at the three more companies, Mitsui Direct General, MSI Aioi Life, and MSI Primary Life in fiscal 2013.

Issues Index Covered Companies
Earning trust through the
improvement of quality of products
and services
(1) Improvements of products/services initiated by customers' voices Domestic Group Companies(*)
(2) Customer satisfaction for overall response to accidents (questionnaire results) MSI,
ADI
(3) Customer satisfaction for the process of benefit payments (questionnaire results) MSI Aioi Life
(4) Ratio of customer recommendation for company/agents (questionnaire results) MSI,
ADI,
MSI Aioi Life
Contribution to the resolution of
social issues through improving
quality of products and services
(5) Disclosing new issues/risks confronting our society as
a result of studies, and developing and improving our
products to address these new issues/risks.
Domestic Group Companies(*)
(6) Web policy clauses selection rate MSI,
ADI
Group-wide Initiatives (7) Electricity consumption Domestic Group Companies
(8) Paper consumption
(9) Gasoline consumption
(10) Number of employees practicing social contribution activities
(11) Of the above, the number of employees participating in waterside biodiversity conservation activities.
(12) Number of female managers (section manager or above)
(13) Employee satisfaction (questionnaire results), ”Pride, Job satisfaction”
(14) Employee satisfaction (questionnaire results), ”Working Vigorously”

(*) Exclude MS&AD Holdings

Results

Issues Index FY2014 FY2015 FY2016 FY2017 Covered Companies
Performance Performance Performance Group Target
P
r
i
o
r
i
t
y

I
s
s
u
e
s
P
i
l
l
a
r

I
Earning trust through the improvement of quality of products and services (1) Improvements of products/services initiated by customers' voices - - Main efforts find below Continue the approaches Domestic Group Companies(*2)
(2) Customer satisfaction for overall response to accidents (questionnaire results) Ratio of customers satisfied with accident response for automobile insurance 89.1% 95.5% 95.6% Equal to or greater than the previous year MSI,ADI
Ratio of customers satisfied with accident response for fire, personal accident, and casualty insurance 90.2% 96.5% 96.6%
(3) Customer satisfaction for benefit claims procedure (questionnaire results) 97.3% 97.7% 94.6% MSI Aioi Life
(4) Ratio of customer recommendation for company/agents (questionnaire results) Ratio of customers who are willing to recommend either MSI or ADI to their friends and acquaintances 89.3% 91.9% 91.8% MSI,ADI
Ratio of customers wishing to recommend any agents to their friends and acquaintances 88.1% 90.7% 88.9% MSI Aioi Life
P
i
l
l
a
r

II
Contribution to the resolution of social issues through improving quality of products and services (5) Disclosing new issues/risks confronting our society as a result of studies, and developing and improving our products to address these new issues/risks - Continue the approaches Main efforts find below Continue the approaches Domestic Group Companies(*2)
(6) Web policy clauses selection rate(*1) The ratio of contracts which selected the Web policy 70.7% 74.0% 78.1% 75.0% MSI,ADI
Shared Group Initiatives (7) Electricity consumption Electricity consumption of all domestic locations 159,508
 Thousand kWh
(▲2.4%)
152,772
 Thousand kWh
(▲4.0%)
150,263
 Thousand kWh
(▲1.8%)
▲2.9% Domestic Group Companies
(8) Paper consumption Paper consumption of all domestic locations (Copy paper, prints, machine tabulation) 13,188t
(▲17.3%)
13,928t
(+5.6%)
12,993t
(▲6.7%)
▲4.1%
(9) Gasoline consumption Gasoline consumption of all domestic locations 7,467KL
(+4.8%)
6,489KL
(▲13.1%)
6,139KL
(▲5.4%)
▲3.0%
(10) Number of employees practicing social contribution activities(*3) 15,124 16,507 19,861 Equal to or greater than the previous year
(11) Of the above, the number of employees participating in waterside biodiversity conservation activities 5,013 5,363 5,654
(12) Number of female managers Number of female employees (manager position and above) 377 449 551
(13) Employee satisfaction (questionnaire results), "Pride, Job satisfaction" Ratio of employees feeling pride or job satisfaction (all-employee average on a 6-point scale) 4.3points 4.4points 4.4points
(14) Employee satisfaction (questionnaire results), "Working Vigorously" Ratio of employees, regardless of sex and age, feeling free and lively at work places (all-employee average on a 6-point scale) 4.2points 4.3points 4.2points

(*1) Terms and Conditions was made available online in consideration of environment.
(*2) Exclude MS&AD Holdings
(*3) Number of employees who participated in volunteering activities or made donations as a member of a corporate or an individual.

<FY2016 Examples>

(1) Improvements of products and services initiated by customers' voices

●Relatives Notification System, in which policy holders register one relative as an emergency contact for an insurance contract. This system makes sure to deliver important notifications regarding insurance contracts to the registered relatives during emergencies when we cannot contact policyholders. This system also makes it possible to share contract contents by simple identity verification during inquiries from the relative. [MSI, ADI, MSI Aioi Life, MSI Primary Life]
●“Services in four languages” for insurance claims using a telephone interpretation service to enhance our customers’ convenience. [MSI, ADI]
●24-hour/365-day-a-year claims handling service providing the same level of accident response services at anytime as those provided during business hours responding to the needs of diversified customers’ lifestyles. [ADI]
●Home visit service for elderly customers or those with disabilities who have difficulties in communicating over the phone, regardless of whether they are hospitalized or not. [MSI, ADI]
●Operability improvement of smartphones and tablets through employing responsive web designs in “My homepage” which can be used for procedures for policy renewal, estimation, application procedures and claim notice. [Mitsui Direct General]

(2) Disclosing new issues/risks confronting our society, and developing and improving our products to address these new issues/risks.

●Safe operations support service for domestic vessels utilizing smartphones in partnership with Weathernews Inc. This service alerts domestic vessels sailing in rough waters with sound and e-mails. It also gives forecasts of atmospheric or marine weather or shows videos of waters around the vessel on a dedicated website to help prevent accidents and to be used by vessel operators to choose safe routes. [MSI]
●Premium Discount Endorsement designated for haulage operator that took Transportation Safety Management Seminar by the Ministry of Land, Infrastructure, Transport and Tourism and have set a section in charge of accidents beforehand.[MSI]
●The first automobile insurance product in Japan whose monthly insurance premiums reflect driving behaviors detected by telematics technology. [ADI]
●Biz Safety, a telematics service for (both fleet and non-fleet) business operators. This service uses a dedicated smartphone application and a special device to meet operators' needs for trying a driving control system and instructions for safe driving utilizing telematics technology with minimum costs including data communication. [ADI]
●The new contents of “Eco Drive” to the MUJICOLOGY! Laboratory's website of MUJICOLOGY! Project aiming for accident-free auto society. [Mitsui Direct General]
●New risk assessment system to predict flood damage (“new flood model”) in collaboration with InterRisk Research Institute & Consulting, Inc. and a major US provider of catastrophe risk modeling software. The model made it possible to predict flood damage caused by seasonal rain fronts and torrential rain as well in addition to caused by typhoons. [MSI, ADI]
●Providing Kokokara Diary, a smartphone application ("Suma-Ho") aimed at helping people to have a healthy mind and body. Kokokara Diary helps promote the good health of individual customers and supports companies manage the health of employees. [MSI]
●“Advanced medical care benefit direct payment service” for all medical institutions in Japan that perform proton therapy and heavy ion radiotherapy. This service reduces the burden of policyholders to prepare funds for high technical fees in advance. [MSI Aioi Life]
●“Yasashisa Tsunagu (connecting thoughtfulness)” which responds to two needs: “Inter Vivo Gifts”, which enables living benefits payments to be smoothly forwarded to family beneficiaries immediately after the contract; and “Pension for Myself.” [MSI Primary Life]
●“Unoccupied Housing Liability Insurance,” as the number of unoccupied dwellings has been on an increase across Japan and has increased the need to manage to drive businesses that manage unoccupied housing. [MSI, ADI]

Mid-term Target

*For the following targets at the end of fiscal 2017, we aim to exceed the performance level of fiscal 2016:
- Customer satisfaction for overall response to accidents
- Ratio of customer recommendations for company/agents

*For the target of “Number of female managers”, at the end of fiscal 2020, three Group insurance companies holds each target as below;
- MSI : 480 female managers (four times compared to 120 in fiscal 2014)
- ADI : Share of deputy managers or higher occupied by women up to 30% (24.5%, present (May, 2017))
- MSI Aioi Life : Share of deputy managers or higher occupied by women up to 50% and the number of female managers to be increased 5 times as many as that in the present (May, 2017)

*For the target of reduction of CO2, The MS&AD Insurance Group holds target as below;
Reduce CO2 emissions to 70% from the base year (fiscal 2009) in 2050, and reduce to 30% in 2020.