We believe it is important to understand what our stakeholders expect and want from the Group and utilize this understanding to improve the quality of products and services in order to always be an enterprise group that is needed by society. The MS&AD Insurance Group has various systems to facilitate communication with our stakeholders and is working on incorporating the voices of the stakeholders into the Group’s management strategies.
It is our role to provide the best solutions to the uncertainties and risks in society based on public expectations for the insurance and financial services. In order to provide safety and security to people and support dynamic business activities and a healthy and productive life, we listen to the voices of our stakeholders and utilize them for quality improvement. In addition, we disclose our processes for understanding the received feedback, their contents and the results of the improvement efforts made towards them, and make all of the information available for public inspection on our website and others.



The MS&AD Insurance Group Basic Policy for Responding to Customer Communications was formulated with the aim of receiving a wide variety of feedback from customers, including inquiries, requests, and grievances, among others, to be utilized for quality improvement. To offer products and services that satisfy customers as required by this basic policy, domestic Group insurance companies have formulated a “Customer-first Policy in the Business Operations” to help them extensively listen to the voices of customers and make continuous efforts to improve the quality of our products and services, as well as our operations.
Furthermore, we endeavor to understand our stakeholders’ needs and expectations, and for this end, together with management level discussions, have constructed various schemes that help to improve the quality of the products and services we offer.


Quality that Earns the Trust of Society

Products and services that contribute to achieving Sustainable Development Goals (SDGs)


We are conducting IR activities in accordance with our basic policy to win the trust of shareholders and investors, and to enable our Group’s corporate value to be fairly evaluated. The MS&AD Insurance Group proactively engages in highly transparent information disclosure and constructive dialogue with shareholders and investors in an effort to achieve sustainable growth and increase corporate value.
Specifically, through highly transparent information disclosure, the MS&AD Insurance Group seeks to reduce information asymmetry with shareholders and investors. The feedback gained from the constructive dialogue with shareholders and investors is shared with management and the relevant departments to be utilized in the formulation of management strategies.


Disclosure of Information and Investor Relations (IR)


By maintaining effective communication with agents, who are our business partners, and by thinking and acting together, the MS&AD Insurance Group aims to offer quality service and optimal insurance products to our customers. In this way, we also encourage the Group companies and agents to grow together. We intend to further strengthen communication with agents by providing support to various initiatives aimed at bolstering the agent organizations’ growth and contributions to various local and social activities.
Furthermore, due to the growth of the agents’ businesses, dedicated full-time staff members with expertise provide overall management support to agents’, including in growth strategies, maintenance of systems, and staff education through training and one-to-one meetings, thereby improving the agents’ management base and the quality of their products and services.


Quality that Earns the Trust of Society

Business Partners

We will conduct fair and equitable transactions with integrity and endeavor to achieve sustainable development as well as to fulfill our corporate social responsibilities. The MS&AD Insurance Group explains its Group Environmental Basic Policy to business partners and asks for their cooperation. Furthermore, The MS&AD Insurance Group supports its business partners’ initiatives towards the environment, including the acquisition of Eco Action 21 certification, a simplified version of the environmental ISO certification.


Transaction Responsibilities


・Each year, the MS&AD Insurance Group carries out an employee engagement survey covering topics such as those to ascertain the degree of diffusion of the Group Mission, Vision, and Values; the degree of unity within the Group; and whether employees feel a strong sense of motivation.
・A “speak up” system encouraging whistleblowing has been put in place, creating an environment in which employees can frankly and proactively share their views on any problems they perceive and raise their concerns.
・A message board was established on the intranet to collect the views and improvement proposals from employees in order to incorporate them into quality improvement. The opinions are reviewed at each headquarters division and the feedback is given based on the results.
・Through the exchange of opinions between management-level executives and employees, we continue to make efforts to leverage employee feedback in business operations.

Local Communities and International Society

As a member of both the local and international communities, the MS&AD Insurance Group takes part in the initiatives listed below, makes efforts to understand the diversifying sustainability issues, and continues to take relevant actions.
- Paris Pledge for Action
- United Nations Global Compact (UNGC)
- United Nations Environmental Programme Finance Initiative (UNEP FI)
[Principles for Sustainable Insurance (PSI), Natural Capital Finance Alliance (NCFA)]
- Principles for Responsible Investment (PRI)
- Task Force on Climate-related Financial Disclosures (TCFD) Final Recommendation
- Japan Climate Initiative (JCI)
- Principles for Financial Action towards a Sustainable Society (Principles for Financial Action for the 21st Century)
- Japan Business Initiative for Biodiversity (JBIB)

With regard to social contribution activities conducted through our main business, including our insurance business, employees engage in contribution activities for environmental conservation and local communities to support their sustainable development. Furthermore, through the MS&AD Unison Smile Club, a social contribution group created by the employees of the MS&AD Insurance Group, we conduct various social contribution activities in collaboration with non-profit organizations and donation to meet local needs through dialogue with local governments, etc.


MS&AD's Story of Value Creation and Business Models

Work toward Realization of “Leaving No One Behind”


The Environment

We have developed the Group Environmental Basic Policy and are implementing various initiatives. The MS&AD Insurance Group will continue to contribute to the solution of environmental issues through various actions, such as signing the Paris Pledge for Action, and participation in a wide range of initiatives including the UN Global Compact, Principles of Sustainable Insurance, and Natural Capital Declaration.
In addition, we analyzed what is the role of corporations in the 2030 Agenda for SDGs (Sustainable Developmental Goals), and reflected them in our Medium-term Management Plan, “Vision 2021”. As a global insurance and financial services provider, we will continue to work on promoting initiatives from a global standpoint to push for the sustainability of the global environment.


Contribute to Climate Change Mitigation and Adaption

Strive to Improve Sustainability of Natural Capital