Based on the MS&AD Insurance Group Basic Policy for Responding to Customer Communications, we listen sincerely to feedback from our customers obtained through customer questionnaires, the official website, and communication with agents/employees, and utilize it to improve business operations for quality enhancement. In addition, we have established the Customer-first policy in the business operations to ensure that we carry out business operations placing high value on the customer-first principle. We have developed various schemes that help to understand our stakeholders’ needs and expectations and, to that end, to improve the quality of the products and services we offer together with management level discussions.

Quality that Earns the Trust of Society

Dialogue examples:

• Customer questionnaires
• Annual reports on the status of efforts to implement our Customer-First Business Operations Policy
• Contact centers
• Official websites
• Communication with agents and employees (inquiries, consultations, requests, and complaints, etc.)
• Disclosure of loss prevention and mitigation information to the public, alert delivery via app, etc.

We have been developing a range of IR activities such as IR meetings, briefings for investors, individual meetings, and shareholders’ meeting questionnaires, in accordance with the Basic Policy to win the trust of shareholders and investors, and to enable the Group’s corporate value to be fairly evaluated. The Group proactively engages in highly transparent information disclosure and constructive dialogue with shareholders and investors in an initiative to achieve sustainable growth and increase corporate value.
Specifically, through highly transparent information disclosure, the 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.

IR Events

Dialogue examples and results:
FY2023 dialogue results

• 2 strategy briefings for institutional investors and analysts
• 4 financial results conference calls
• 1 ESG meeting
• 1 thematic meeting
• 4 briefings for individual investors
• 223 interviews with analysts/investors worldwide, etc.

By maintaining good communication with agents, our business partners, and by thinking and acting together, we aim to provide high-quality services and optimal products to our customers, as we pursue mutual growth for both our agents and the Group.

Quality that Earns the Trust of Society

Initiative examples:

• Agent meetings
• Agent study sessions
• Providing a CO2 emissions calculation service for motor agents

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.

Transaction Responsibilities

Dialogue examples:

• Communication with contractors
• Regular contractor inspections
• Human rights risk management support, etc.

・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 or raise concerns on any problems they may have.
・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 executives and employees, we continue to make initiatives to leverage employee feedback in business operations.

Employee Well-being

Implementing Activities and Dialog that Respect Human Rights

Initiative examples:

• Conducting employee awareness survey
• A speak-up system allowing employees to report or seek advice on possible violations of laws and regulations, company rules, and conduct issues
• A suggestion submission system allowing each department at the head office to consider improvement proposals and provide feedback on the results, etc.

As a member of both the local and international communities, the Group takes part in domestic and global initiatives. We also contribute to realization of resilient and sustainable community development by revitalizing local communities and international society through support for regional business, identification of issues by means of communication with NPOs/NGOs, etc. in each country, and collaboration and communication with various stakeholders aimed at resolving local and global issues.

Initiatives and External Assessment

Creation of a Resilient and Inclusive Society (Regional Revitalization)

In order to promote initiatives through our insurance business to create shared value, our employees are encouraged to join environmental conservation activities and contributing activities to the local community so that they can deepen their understanding of social issues. Furthermore, through the MS&AD Unison Smile Club, a social contribution group created by the employees of the Group, donations are made that meet local needs through dialogue with local governments and various social contribution activities in collaboration with non-profit organizations.

MS&AD Green Earth Project 

MS&AD Unison Smile Club

Initiative examples:

• Collaborative agreements with local governments
• Collaborative research with universities on loss prevention and mitigation and the local environment
• Dialogue with NPOs and NGOs
• Dialogue and interaction with local communities
• Holding seminars and symposiums, etc.

Focusing on harmonious coexistence with the global environment (Planetary Health) as a priority issue, we have been promoting initiatives for responding to climate change, improving the sustainability of natural capital, and preserving and restoring biodiversity. We have also been contributing to resolution of social issues related to the natural environment through such means as conducting joint research programs with experts at universities, research institutes, etc. on global environment/natural disasters, holding seminar sessions/symposiums, and communicating with NPOs and NGOs.

Action on Climate Change

Improvement of Sustainability of Natural Capital

Initiatives and External Assessment

Dialogue examples:

• Dialogue with experts, NPOs, and NGOs
• Collaborative research with universities on climate change and natural capital
• Participation in initiatives and international conferences
• Employee participation in environmental and social contribution activities
• Holding seminars and symposiums, etc.