Key Performance Indicators (KPI) to Promote Our Sustainability Initiatives

Issues Indicators FY2017
Group Targets
for FY2018
and after
Covered Companies
Creating shared value Development of products and services Main efforts find below Main efforts find below Main efforts find below Continue the approaches Domestic Group Companies
Quality that earns the trust of society Customer satisfaction survey about insurance contract procedures*1 95.2% 97.1% 97.7% the same level or higher compared to the previous fiscal year Domestic Group Companies
Customer satisfaction survey about payment of insurance claim*1 96.3% 96.6% 96.6% the same level or higher compared to the previous fiscal year MSI,ADI,Mitsui Direct General,MSI Aioi Life
CO2 emission reduction rate(Scope1 and Scope2 combined)*2 ▲6.8% ▲12.7% ▲20.7% Reduce CO2 emissions by 30% by 2020 and by 70% by 2050 versus base year (fiscal 2009) Consolidated
Total energy consumption 1,017,853GJ 1,000,014GJ 943,090GJ
Paper consumption 11,085t 10,545t
Lower than the previous fiscal year Domestic Group Companies + Other
Management platforms that enable employees to play active roles Ratio of females in managerial positions 9.9% 12.4% 14.8% 15.0% (FY2020) Domestic Group Companies
Employee satisfaction (questionnaire results), ”Pride, Job satisfaction” 4.4points 4.4points 4.4points the same level or higher compared to the previous fiscal year
Employee satisfaction (questionnaire results), ”Working Vigorously” 4.3points 4.3points 4.5points
Number of annual paid holidays taken 16.0 15.6 15.7
Ratio of taking fully paid paternity/secondary leave 58.0% 63.9% 64.6%
Number of employees practicing social contribution activities 20,022 23,601 27,673

(*1) For details of the questionnaire on customer satisfaction survey of each company, please visit their website.

(*2) We have revised the figures in FY2018 by improving the accuracy of business activities' data which is the basis of calculation.

<Main Efforts>

Developing and improving our products as part of our initiatives for ‘creating shared value’

* Part of the above classification may include contents which are  different from those of the “Our Value Creation Approach” in this report.

In “Our Value Creation Approach,” we classify these CSV initiatives as they are much easy for everyone to understand.

Deal with new risks

  • Provided cyber risk related products and services with enhanced risk management. (Number of cyber insurance policies : +25.2% compared to FY2018)
  • Launched "Comprehensive compensation insurance  for Mobile Application-based payment service providers" in September 2019.
  • Launched the problem-solving data analysis service for our clients by RisTech. (Number of the services introduced : 23 companies, Number of companies under consideration: 81 as of May 2019)
  • Provision of  "medical receivavle compensation insurance" for members of the Japan Hospital association in  April 2019.
  • Started providing information related to COVID-19 in January 2020.
  • Launched consulting services how to deal with customer harassment and complainer in January 2020.

Create mobility society without accidents

  • Launched some insurances and services that contribute to accident prevention and safe driving. (Distracted driving prevention support service "FOUR SAFETY" in December 2019, Dashcam and telematics services for fleet policyholders "F-Dora" in January 2020, automobile insurance "TOUGH Observe and Protect Automobile Insurance Plus" in January 2020 and Smartphone app for driving skill training in January 2020.)
  • Developed and provided dedicated insurances for operators of on-demand transportation in August 2019 and for Maas operators in December 2019.
  • Promoted motivation for no accident by newly introducing long-term excellent discounts and no accident discounts based on the concept of "accident-free realization"in January 2020.

Strive for resilient community development

  • Promoted regional revitalization initiatives such as supporting small and medium-sized enterprises and contributing to solving regional issues and revitalization through comprehensive cooperation agreements with local governments, local banks, credit unions. (Number of SDGs seminars for small and medium-sized enterprises: 55)
    <Examples of providing products and services>
    Developed dedicated insurance for sake makers and establishment of "Nagano model" through collaboration with local governments and regional financial institutions
    <Examples of local contribution activities>
    Provided menus to enhance attractiveness of local towns, and held demonstrations of electric supply function to Plug-in Hybrid Vehicles.
  • Promoted understanding of the need for compensation for natural disasters through the "Proposal for preparation of natural disasters" and provided information about the compensation, and provided navigation services free of charge to support safe and secure actions in the event of large-scale natural disasters.

Support “good health and longevity”

  • Providied support tools for small and medium-sized enterprises to be certified as an "excellent health management corporation".
  • Introduced the insurance premium discount system for general welfare group term life insurance without dividend to organizations certified by the Ministry of Economy, Trade and Industry as "good health management corporations"in October 2019.
  • Provide information through seminars and VRs related to health and medical (Number of participants in "Life and Medical Seminars": 14,379).
  • Launched "Ashitano Yorokobi 2", four types of lump-sum payment Tontine annuities including the industry's first fixed-term annuity with a lifetime of coverage in September 2019.

Contribute to climate change mitigation and adaptation

  • Adapted natural disasters through development and utilization of climate change risk analysis service and website for real time loss prediction (
  • Implemented support measures for companies toward the transition to decarbonized society by providing products and services that support renewable energy businesses.
  • Invested in Sustainability Bond issued by Japan Railway Construction, Transport and Technology Agency in May 2019.

Strive to improve sustainability of natural capital

  • Provided consulting services that evaluate impact on natural capital generated by business activities and propose the countermeasures.
  • Conducted joint research with Kumamoto City on the creation of the green resilience map (creating regional information data to utilize natural capital for disaster prevention and regional revitalization).
  • Held the symposium ralated to advanced cases of Western countries that support natural capital that contributes to disaster prevention and reduction through insurance and financial schemes in December 2019.

Work toward realization of “leaving no one behind”

  • Developed the dedicated fire insurance to help poor classes to build homes with insurance cover in Malaysia.
  • Donated amount linked to the number of "& LIFE" insurances as vaccine expenses.
  • Jointly developed the "Social Contribution Clause" with Sumitomo Mitsui Banking Corporation which is able to be donated to Japan Committee for UNICEF and the Japanese Red Cross Society through insurance claim payments etc. in September.

Mid-term Target

  • 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.

  • For the target of “Ratio of females in managerial positions”, at the end of fiscal 2020, we hold target as below;

          * Group Domestic : Ratio of female managers up to 15% or more by the end of fiscal 2020

  • For the target of “Ratio of taking fully paid paternity/secondary leave”, at the end of fiscal 2021, MSI holds a target as below;

         - MSI : 80%