Customer-Oriented Business Management Policy

ERISAPO MIRAI Co., Ltd. is committed to conducting business in a customer-first manner. We have established and published clear policies to ensure transparency and accountability, and we regularly review and disclose our progress to continuously improve our operations.

Policy 1: Establishment and Disclosure of Clear Policies

We formulate and publish clear policies to promote customer-oriented business practices. We disclose the status of our initiatives regularly and review the policies periodically to enhance our operations.

Initiatives

• Publish the Customer-Oriented Business Management Policy on our website
• Submit the policy to the Financial Services Agency (FSA)
• Review and disclose progress semi-annually via our website

KPI

• Listed on the FSA’s official business operator list
• Included in the list published on February 26, 2021
• Scheduled to apply for inclusion in the FY2024 list

Policy 2: Professional Knowledge and Ethical Conduct

As an insurance agency, we strive to provide high-quality services based on professional expertise and ethical standards, always acting in the best interests of our customers.

Initiatives

• Analyze customer feedback and surveys to develop and implement improvement plans
• Encourage staff to obtain certifications such as General Insurance TP, Life Insurance TLC, and FP Level 2

KPI

• Overall customer satisfaction score: 9.0 or higher
• As of August 2024: Satisfaction score 9.5
• As of September 2024: 6 General Insurance TPs, 6 Life Insurance TLCs, 4 FP Level 2 holders

Policy 3: Prevention of Conflicts of Interest

We maintain systems to prevent recommendations or procedures that conflict with customer interests, especially during contract changes.

Initiatives

• Enforce rules for handling contracts and changes
• Clearly explain the advantages and disadvantages of switching or modifying contracts

KPI

• Full compliance with contract/change handling rules

Policy 4: Clear Communication of Premiums and Payments

We provide easy-to-understand information regarding insurance premiums and claim payments to ensure customer comprehension.

Initiatives

• Explain premiums and payment methods during contract and change procedures
• Notify customers of claim payment details and scheduled transfer dates

KPI

• Notify customers of payment dates before the scheduled transfer

Policy 5: Clear Disclosure of Important Information

We ensure that customers can easily understand key information related to insurance product sales and recommendations.

Initiatives

• Use brochures and monitors for information delivery
• Promote face-to-face and telephone navigation support
• Regularly publish updates on our website

KPI

• Navigation rate: 90% or higher
• As of September 2024: Navigation rate 96.1% (Accident Insurance: 100%, Auto Insurance: 95.8%)

Policy 6: Personalized Proposals Based on Customer Needs

We understand each customer’s unique situation, knowledge, and needs, and propose insurance products tailored to them.

Initiatives

• Use intention confirmation sheets to record and verify customer preferences
• Provide comparative explanations when recommending life insurance products

KPI

• Record retention for all contracts

Policy 7: Compliance and Staff Education

To pursue the best interests of our customers, we comply with all relevant laws and regulations, and continuously educate our staff. We maintain a system that ensures operations are conducted in accordance with this customer-oriented policy.

Initiatives

• Conduct compliance and internal training programs
• Promote understanding of our management philosophy and policies among employees
• Conduct internal audits

KPI

• Internal audits conducted twice annually
• Audits completed in February and August 2024

Published on April 1, 2020

Added on December 19, 2020

Updated April 1, 2021

Updated October 6, 2021

Updated April 1, 2022

Updated July 22, 2023

Updated October 12, 2023

Updated July 1, 2024

Updated September 30, 2024