Initiatives for Building Theme Park for the Security, Health, and Wellbeing of Customers
Our Group upholds the following Group Management Philosophy: “We will at all times carefully consider the interests of our customers when making decisions that shape our business. We will strive to contribute to the security, health, and wellbeing of our customers and society as a whole by providing insurance and related services of the highest quality possible.” The Group has also stipulated in its Group Basic Management Policies that: “We will constantly aim for the highest possible quality in all our business processes in order to become the best service provider for our customers.”
The Group Vision also states that “Our goal is to always be the best customer service provider both at home and abroad.” In line with these policies, we are implementing various initiatives to improve customer satisfaction by incorporating customer feedback into our products and services.
System to Utilize the Voice of Customer (VOC)
Sompo Japan Nipponkoa receives appreciation, gratitude, inquiries, opinions, requests, complaints, and other types of customer feedback via our sales offices, agencies, insurance claims department, customer relations office and customer call centers. We value customer feedback and respond with them promptly and appropriately.
We also analyze it to identify issues and needs, which we then address in order to improve our products, services, and operations.
To incorporate our customer feedback into our management, we established a dedicated Business Quality Management Department. The Department is responsible for analyzing the background and causal factors of customer complaints. It then shares with relevant head office departments any information on customer complaints relating to insurance product development, sales, and claims payment. For particularly critical complaints, the department submits suggestions or instructions for preventive and/or quality improvement measures to the relevant head office departments.
Furthermore, these initiatives and improvement are periodically reported to various management meetings including Business Quality / Compliance Committee to further discuss various issues.
Voice of Customer (VOC) White Paper
Sompo Japan Nipponkoa has published Voice of Customer (VOC) White Paper from fiscal year 2007 to utilize every customer feedback including appreciation, gratitude, inquiries, opinions, requests, and complaints. The White Paper explains the initiatives to utilize the VOC into management and how we highly value these feedbacks. Our employees and agencies are accepting VOC with sincerity and will contribute to society through providing highest quality products and services to support “security, health, and wellbeing” of our customers.
Analysis Service of Customer Risk and Insurance Clause
There are many customers who feel concern on the appropriate degree of insurance preparation of the daily life. To meet the customers’ needs, our Group provides free service of analyzing and explaining the customers’ total insurance coverage and their risks to contribute to the wellbeing of our customers. We provide this service through tools such as booklet and mobile device apps.
Tools that introduces customers’ potential risk and insurance Coverage (In Japanese)
Customer Satisfaction of Insurance Claims Service
Sompo Japan Nipponkoa is undertaking a company-wide initiative to enable swift insurance claims payment by promoting the Quality of Service improvement campaign (QOS*1) launched in October 2009. The company also provides psychological support to customers involved in accidents through telephone at almost every contact point after the accident.
The company, meanwhile, is working to improve customer contact both in terms of quality and quantity at insurance claims department. It defines mandatory and extra actions for each customer service milestone event or situation in order to implement the SC (Service Center) Credo*2 action guidelines stipulated in December 2011.
After fiscal year 2013, all employees of the company are determined to provide service tailored to each customer for greater customer satisfaction by integrating and advancing both the SC Credo, guiding principles for judgment calls, decision-making, and action, and the QOS, which defines our action guidelines.
In fiscal year 2017 we will seek to provide services that cater to customers by further building on our initiatives, strengthening collaboration with non-life insurance agencies who have a close relationship to our customers, paying insurance payments promptly and properly and providing easy-to-understand explanations.
- Stands for “Quickly, at Once within a Set period!” It aims to enhance Quality Of Service (operational quality) via the QOS initiative. QOS stipulates action guidelines to enable Sompo Japan Nipponkoa's accident response personnel responsible for insurance claims department tasks to provide customers with the best outcomes.
- Targeting insurance claims department personnel, the SC Credo contains guiding principles for everyday judgment calls, decision-making, and action. It highlights the importance of putting customers as the first priority and providing sincere service to every single customer.
SC Credo Card carried by all personnel of the insurance claims departments
24-hour Initial Response Service
Initial response service is also available for customers who are involved in a road traffic accident out of regular business hours. Specialist personnel are on hand to immediately contact the other involved party, an automobile repair shop, hospital, or tow truck operator, thus alleviating customer anxiety and providing relief.
“My Page” Online Service Offering Functions Accessible 24 hours a Day
In order to improve the user-friendliness for customers with regard to checking insurance products and various changing procedures, Sompo Japan Nipponkoa provides free online service of “My Page” that is 24 hours/365 days accessible from smartphone and PC. Through the registration of My Page membership, the customers are able to check their insurance agreements, current status of accident response for car insurance and accident insurance, and procedures of address change and insurance change for 24 hours/365 days. Furthermore, the mail delivery system is prepared for customers without insurance agreement.
Image of Sompo Japan Nipponkoa’s “My Page”
Service Quality Improvements by Enhancing Accident Response on Holidays
Following the rise in the employment rate among the working-age population thanks to the empowerment of women and the increase in double income earning households, customers increasingly want to consult with insurance companies on holidays as well as on weekdays open hours of insurance companies. In addition to our initial response such as accepting accident reports and arranging medical treatment 24 hours a day, 365 days a year, Sompo Japan Nipponkoa has set up a “holiday assistance”* center that responds to inquiries relating to road traffic accidents we are currently responding to and makes various arrangements (service enhancement).
- In response to requests from customers to be able to consult with specialists on holidays and to resolve accidents as soon as possible, we have arranged for approximately 50 experienced experts in three locations (Tokyo, Osaka, Hokkaido) to be available to respond to customers on holidays.
Examples of Customer Requests