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About

Stakeholder Communication and Engagement

About
Stakeholder Communication and Engagement

Stakeholder Engagement Standards

Cathay Century Insurance referenced the five attributes of the AA1000 Stakeholder Engagement Standards (Dependency, Responsibility, Influence, Diverse Perspectives, and Tension) to identify 8 stakeholder categories. We have established diverse channels to collect, analyze, and communicate stakeholder issues of concern to serve as an importance reference for formulation of subsequent management guidelines and implementation plans.

Employees
Government and
Competent Authorities
Channel Partners
Clients
Reinsurance Companies
NPOs/NGOs, Experts,
and Scholars
Collaborating Partners
Suppliers and Contractors

Employees

Significance for Cathay Century Insurance
Faced with increasingly rapid changes within the industry, recruiting, cultivating, and retaining outstanding cross-disciplinary talents has become the key to future operations at Cathay Century Insurance.
Engagement Methods and Frequency
Labor-management meetings: Convened once every quarter
Employee engagement survey: Once every year
Sexual harassment hotline: When incidents occur
Internal employee discussion section: Occasionally
Cathay Financial Holdings chairman’s mailbox: Occasionally
Education and training: Online and in-person training is organized occasional each year
Cathay Century Insurance Responses
In response to digitalization and sustainable development trends, Cathay Century Insurance offers employees learning resources and cross-departmental development opportunities. Average training hours for each employee in 2024 was 62.09 hours.
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

Government and Competent Authorities

Significance for Cathay Century Insurance
Cathay Century Insurance strictly abides by laws and regulations established by the government and competent authorities. We keep informed of the latest updates to laws and also support government policies and sustainable development in Taiwan.
Engagement Methods and Frequency
General audits: We regularly report implementations of audit plans
Special audits: Occasionally
General/special financial inspections by competent authorities:At least once every two years/occasionally
Official documents/phone calls/emails: Occasionally
Disclosures on the Market Observation Post System: In accordance with the requirements of competent authorities
Seminars/symposiums: Occasionally
Cathay Century Insurance Responses
Cathay Century Insurance participates in monthly Injury Insurance and Health Committee meetings hosted by the Non-Life Insurance Association of the Republic of China to discuss clauses for insurance products, processes, and regulatory changes, as well as external environmental changes and response measures, to serve as a basis for improving our practices and adjusting our strategies.
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

Channel Partners

Significance for Cathay Century Insurance
Cathay Century Insurance channel partners include external channel partners and internal channel partners from Group subsidiaries. The former include insurance agents and insurance brokers, and the latter include salespeople at Cathay United Bank and Cathay Life Insurance. All partners are important stakeholders to the Company's business promotions and continuous outstanding business performance.
Engagement Methods and Frequency
Insurance agent appraisal and scoring: Once a year
Routine meetings:
  1. 2 routine meetings each month
  2. 1 north and south regional associate manager/ manager meetings each quarte
Education and training:
  1. 1-2 certification classes across Taiwan each month
  2. 3-4 coaching classes across Taiwan each month
  3. Non-periodic CSN education and promotion
  4. Occasional CSN education and promotion
  5. Phone calls/emails/meetings with insurance brokers: Occasionally
  6. Group channels: Emails and physical classes: Occasionally
  7. Channel partner contact network: Occasionally
Cathay Century Insurance Responses
Cathay Century Insurance continually optimizes online insurance systems and digital tools while also providing communication channels as well as education and training to help our channel partners enhance customer services. In 2024, we hosted 20 routine meetings, 18 certification classes, and 33 channel training classes
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

Clients

Significance for Cathay Century Insurance
Cathay Century Insurance adheres to a business philosophy that emphasizes balancing quality with quantity while maintaining stability and pragmatism. We develop products and services from the customer’s viewpoint to meet their needs and provide comprehensive insurance protection.
Engagement Methods and Frequency
Customer satisfaction surveys: Once a year
Corporate website member center/emailed queries on official website: Occasionally
Official LINE account: Occasionally
Toll-free service hotline/overseas emergency rescue services/24-hour road rescue service hotline/Internet hotline: Occasionally
Smart assistant on official website: Occasionally
Correspondence offices and claims service centers across Taiwan: Occasional phone communications and customer visits
Financial Ombudsman Institution/Insurance Bureau/Municipal customer dispute resolution agencies and other grievance channels: Occasionally
Cathay Century Insurance Responses
Cathay Century Insurance has actively worked to digitalize services in recent years to provide low-carbon and high-efficiency service processes to customers through "digitalization, mobilization, and systemization." In 2024, overall satisfaction, corporate trustworthiness, and willingness to renew property insurance policies all scored above 5.34 out of 6 points (survey conducted by Focus Survey Research).
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

Reinsurance Companies

Significance for Cathay Century Insurance
Cathay Century Insurance evaluates retained risks based on risk management mechanisms and plans, and transfers a portion of risks to reinsurance companies to diversify risks, expand underwriting capacities, and support stable operations.
Engagement Methods and Frequency
Phone calls/emails/meetings: Occasionally
Activities/exchange forums: Occasionally
Cathay Century Insurance Responses
To enhance risk identification and response efficiency, Cathay Century Insurance regularly conducts case sharing with reinsurance companies each year and discusses insurance market trends to improve risk management practices.
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

NPOs/NGOs, Experts, and Scholars

Significance for Cathay Century Insurance
Through exchanges and consultations with NPOs/NGOs, experts, and scholars, we effectively combine practice with theory as we conduct research on and promote various ESG issues related to the insurance industry from the cutting edge of insurance services.
Engagement Methods and Frequency
Phone calls/emails/meetings: Occasionally
Activities/exchange forums: Occasionally
Cathay Century Insurance Responses
Cathay Century Insurance worked with NPOs/NGOs and experts to conduct research on insurance products associated with environmental and social issues, and was the first property insurance company to calculate the carbon intensity of automobile insurance and energy insurance products.
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

Collaborating Partners

Significance for Cathay Century Insurance
We closely work with external partners to develop innovative and diverse insurance products and services.
Engagement Methods and Frequency
Phone calls/emails/meetings: Occasionally
Activities/exchange forums: Occasionally
Cathay Century Insurance Responses
Hosted 57 traffic safety courses on school campuses with collaborating parties, which reached more than 2,560 people in 2024.
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299

Suppliers and Contractors

Significance for Cathay Century Insurance
Cathay Century Insurance incorporates ESG issues into supplier and contractor selection, collaboration, and management processes to assess their sustainability performance and ensure that their services comply with our sustainability requirements.
Engagement Methods and Frequency
Cathay Financial Holdings supplier conference: Once a year
Phone calls/emails/meetings: Occasionally
Cathay Century Insurance Responses
We work with our suppliers to fulfill our corporate social responsibilities and build sustainable corporate value chains; more than 100 of our suppliers have signed the “Cathay Group Sustainability Value Declaration.”
Note：
Cathay Century Insurance Corporate Planning Department | 11A0000@cathay-ins.com.tw | +886-2-27551299