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 a corporate group that is needed by society. The MS&AD Insurance Group has various systems in place to facilitate communication with our stakeholders and is working on incorporating the opinions of 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 and utilize feedback from our stakeholders for quality improvement. In addition, we publicly disclose our processes for understanding the feedback received, as well as the results and progress of counter measures.



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 complaints, among others, to be utilized for quality improvement. Furthermore, a customer-first policy has been formulated to ensure business is carried out in a way that makes customers feel as if they are valued. We endeavor to understand our stakeholders’ needs and expectations, and to 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 the Sustainable Development Goals (SDGs)


We are carrying out a range of 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 initiative 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


We seek sustainable growth for both our agents and the Group by maintaining effective communication with agents, who are our business partners, to provide customers with high-quality services and the best insurance products, and to create shared value with society through solving social issues. 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 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.

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 initiatives 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)




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 MS&AD Insurance Group, donations are made that meet local needs through dialogue with local governments and various social contribution activities in collaboration with non-profit organizations.


Our Approach to Sustainability

Work toward Realization of “Leaving No One Behind”

The Environment

We signed the Paris Pledge for Action and formulated a policy to consider sustainability in all business activities toward the realization of net zero carbon emissions by 2050. Together with our stakeholders, we are promoting initiatives to move to a decarbonized society, reduction of CO2 emissions. We are taking leadership in preserving biodiversity and improving the sustainability of natural capital and chair of the Japan Business Initiative for Biodiversity (JBIB).


Contribute to climate change mitigation and adaptation

Improving the sustainability of natural capital

Reduction of the environment burden