Cathay Century Insurance insists on the philosophy of “customer-orientated approach” and “Cathay Century Insurance will be there wherever the customer needs” as the highest standard of customer service, established the “Treating Customers Fairly Working Group”, with the President as the convener and the independent directors as instructors. There are six sub-groups under the Working Group, with the heads of business units within the operational value chain as members. The implementation status of the ten major principles as stipulated in the Principle for Financial Service Industries to Treat Customers Fairly and the status of complaints are reported to the Board of Directors every three months.
As international human rights issues become increasingly important, Cathay Century Insurance is actively working to ensure that the Company’s friendly services are implemented. In this regard, Cathay Century Insurance has established the “Treating Customers Fairly Working Group “ in accordance with the “Principle for Financial Service Industries to Treat Customers Fairly”, with the Corporate Planning Department coordinating the financial friendly work of all units. In addition to implementing relevant laws and regulations, the Company also produces a quarterly publication to educate internal staff and directors and supervisors on the amendments to service friendly practices and the implementation of service aspects. Moreover, the Company has developed the “iCARE Service Award for Implementation and Promotion of Project Progress Report” to track the progress of the Company’s financial friendly service projects, and enhance the importance of the elderly and physically and mentally challenged groups to improve the convenience of all customers in using financial services.
Cathay Century Insurance uses digitization and multiple communication channels to review the protection of customer rights and benefits. We continue to optimize grievance and communication channels. Besides toll-free 0800 customer service hotline and customer service mailbox, the Company has also launched innovative and convenient smart customer service and textbased customer service to build equal and instant channels of communication with customers and to take in precious ideas and suggestions from all customers.
