Direct: by Your Side, For Life: Dai-Ichi's Management Philosophy
Direct: by Your Side, For Life: Dai-Ichi's Management Philosophy
Direct: by Your Side, For Life: Dai-Ichi's Management Philosophy
Birth
Approx. 10 million
Advancement to
the next stage of
education
Employment
Marriage
FPs
(Financial planners)
Approx. 480 RMs
(Relationship managers) Total Life
Approx. 340 (Sales
Approx.
Face-to-face
Post-retirement
customers (Note 1)
Retirement
Children’s
Child-rearing independence
Agents
Approx. 2,600
Dai-ichi Life Hoken Store
Plan Designers Dai-ichi Life Insurance Shop Notes:
(consulting counters)
representatives) 82 stores 1. Number of customers who, either as a policyholder or
44,000 the insured, have purchased the Company’s individual
insurance or individual annuity insurance, or AFLAC’s
cancer insurance or Sompo Japan’s non-life insurance
handled by Dai-ichi staff.
2. Allocated to approximately 1,300 business locations
across the country since fiscal 2013. Consisting of staff
knowledgeable in various procedures who are in charge
of customer service and the training of Total Life Plan
“consistent, high-quality” values Designers (sales representatives).
Dai-ichi Life Call Center handles administrative along with taking care of insurance procedures,
procedures and inquiries from customers across they can also receive consultations and information
the country. It has introduced the latest call there.
center systems in an effort to more quickly and Along with providing roadside offices, Dai-ichi
appropriately meet customer demands. It has Life Insurance Shops have also been established
also established call centers in Tokyo, Osaka and close to terminal stations and inside shopping
Sapporo to reliably handle calls even during large- centers, for increased customer convenience. In
scale disasters. March and April 2013, we opened the following
As approximately 1.27 million cases were three shops: the Kasukabe Office, the Machida
handled in fiscal 2012, a large number of Station-Front Office, and the Higashi Kurume
customers use these call centers. The call centers Office. Currently, 32 out of the 82 Dai-ichi Life
receive customer feedback and requests, and Insurance Shops have extended business hours in
this information is shared inside the Company to the evenings on weekdays and on weekends, and
improve our services and business processes. we have received a number of favorable comments
from the customers who have visited them, such as,
“It was good to be able to visit the office at my own
convenience” and “It was nice to be able to consult
them about a number of things.” We aim to continue
to improve our services at consulting counters so
that customers can easily talk to us at the time and
place most convenient for them.
Call Center
■ Communication Desk
The Communication Desk endeavors to improve
customer service by confirming policy details
and providing the latest information on products,
services, and campaigns. Depending on the details
of the policy and the situation, the Communication
Desk can also provide more useful information for Courteous consulting services from
a customer perspective
customers by calling them directly.
¥1,259.8 billion
(107.0% year-on-year)
Total Claims for death, disability and Benefits for hospital expenses
specified disease insurance , etc. and surgical insurance, etc.
Number of cases in which
1,017,381 80,482 936,899
payments were made
Number of cases in which
36,335 3,495 32,840
payments were not made
Cases that don’t meet
34,674 3,005 31,669
payment requirements
Cancellations due to violations
1,044 102 942
of the duty to disclose
Cases that fall under immunity
597 387 210
grounds
Other 20 1 19
* These figures do not include maturity proceeds and living benefits, etc.
[Cases that don’t meet payment requirements]
These are cases that don’t meet the payment requirements prescribed in our policy provisions, such as cases that aren’t
eligible for surgery, or the onset of diseases before the policy went into effect.
[Cancellations due to violations of the duty to disclose]
If the policyholder or the insured does not disclose important facts that must be declared when subscribing to the policy,
either intentionally or through gross negligence, the insurance policy will be cancelled. If a refund is due based on calculations
at the time of cancellation, this will be paid.
[Cases that fall under immunity grounds]
If there is a case that constitutes grounds for immunity under the policy provisions, such as the insured committing suicide
within the specified period of time or the policyholder or insured, either intentionally or through gross negligence, having an
accident, insurance claims and benefits will not be paid.
For any inquiries pertaining to the content of ■ Accurate and courteous guidance upon
insurance claims and benefits, the Company will request
explain the details in a courteous and easy-to- At the Dai-ichi Life Call Center, persons in charge
understand manner through a dedicated dial-up with specialized knowledge will directly respond
(toll-free) number. to customer inquiries regarding insurance claims
In the event that customers aren’t eligible to and benefits, providing accurate and courteous
receive insurance claims and benefits or, if they are guidance to their questions.
unclear about any points, they can consult with the
‘Payment Inquiry Counter.’ Specialized persons
in charge in the payment department can directly
provide them with an explanation.
If customers aren’t satisfied with the explanation,
they can go to the ‘Dispute Counter’ (a different
department from the payment department), use the
‘Outside Lawyer Consultation System,’ or go before
the ‘Payment Examination Committee’ (a third-party
organization).
The DL Pad
■ Reinsurance
Reinsurance is a type of insurance in which
another insurance company (a reinsurer) assumes
all or part of the responsibility of an insurance
company (the direct insurer) that has underwritten
the insurance for a policyholder, and must pay
insurance proceeds to the policyholder in the event
that an accident occurs. The group reinsurance
business mentioned here is a scheme in which a
Japanese company purchases an insurance product
from an overseas insurance company, and the
Company assumes part of the responsibility of the
overseas insurance company to pay the insurance
proceeds, and receives a reinsurance premium
depending on its obligation.