Initiatives of Sompo Japan Insurance
Policy on Customer-Oriented Business Operations
Sompo Japan has established this policy to achieve customer-oriented business operations based on our thorough understanding of our customer's point of view at all points of contact, and to fulfill our corporate social responsibilities to all of our stakeholders.
Policy on Customer-Oriented Business Operations (Japanese only)
Voice of Customer (VOC) White Paper
Sompo Japan has published the Voice of Customer (VOC) White Paper annually since FY2007 with the aim of keeping all our stakeholders informed of our initiatives to incorporate customer feedback in our management and efforts to make improvements.
Voice of Customer (VOC) White Paper (Japanese only)
Initiatives of Sompo Himawari Life
Sompo Himawari Life Insurance is committed to always emphasizing compliance and FD* when making decisions, while considering the interests of its customers.
To achieve this, we have developed a Policy on Customer-Oriented Business Operations and intend to establish our reason for existence as a health support company that helps customers stay healthy with a focus on life insurance.
Structure for promoting customer-centric operations
One of the Company’s directors or executive officers has been appointed to supervise the promotion of fiduciary duty and a FD Promotion Department has been established to take responsibility for promoting, instilling, and further evolving this policy. Furthermore, the FD External Monitor Committee has been established and meets regularly to receive opinions from external experts such as consumer life counselors and consumer life advisors.
System to utilize Voice of Customer (VOC) in management
We actively engage in collecting a broad spectrum of customer feedback, including direct expressions of gratitude, complaints, opinions, and requests through various channels such as customer centers, consultation desks, surveys, sales branches, and agencies. Additionally, we gather a wide range of suggestions and ideas from employees based on customer perspectives.
We centrally manage the customer feedback we have collected and utilize it to develop products and services, improve operations, enhance quality, and improve customer convenience. We continue to use customer feedback to make improvements and disclose them on our website.
Examples of improvement initiatives (Japanese only)
Initiatives of Sompo Care
HR training curriculum to support quality of care
As the gap between the supply and demand of caregivers grows more serious, securing enough workers has become one of the challenges for nursing care providers. Sompo Care has established an education and training system tailored to each stage, along with a career structure that individuals can pursue based on their own preferences. We want to equip our employees with highly specialized knowledge and skills that fosters a sense of pride in their work. We are also endeavoring to create environments where employees will want to work for as long as possible.
Realization of Human Capital Group to Change the Society of the Future (Japanese only)
Sompo Care University: Learning in the same environment as in the nursing home
Achieving both improved service quality and staff retention are key missions in supporting the future of caregiving. Sompo Care University is the industry’s first corporate university where employees can acquire practical skills and attend classroom lectures. We aim to facilitate company-wide and continuous skill development and job satisfaction through a training program based on medium-to-long term career planning. In addition to the Shibaura Campus and Osaka Campus, both of which provide practical and theoretical learning environments that faithfully replicate real-world scenarios, we have also opened n online campus. Accordingly, these learning environments have been further enhanced.
Care Pride Meister System
By nominating and appointing iconic caregivers who embody the pride of nursing care, we aim to make nursing care pride more visible and create an environment in which caregiving staff can continue to work with pride in their own expertise and personal growth.
Care Pride Meister System (Japanese only)
