Listening to Customers
In order to provide products and services that satisfy our customers, MSIG has a system where voices of the customers are effectively reflected in our work.
When we receive a “statement of dissatisfaction” from a customer, we are committed to respond in a swift, appropriate, and earnest manner based on the Basic Group Policy on Complaints Response. We actively collect and analyze customers' opinions and use them to develop and improve services and products. On Jul.1, 2007, Mitsui Sumitomo Insurance and Kirameki Life became the first in insurance industry to announce the creation of complaint response management system which adopts ISO10002 (standards to measure product quality management, customer satisfaction, and procedure in responding to complaints).
MSIG Basic Policy on Complaints Response
Based on our Mission Statement which states we are “committed to satisfy our customers through providing the highest quality products and services in insurance and financial services”, Mitsui Sumitomo Insurance Group (MSIG) will respond in a swift, appropriate, and earnest manner to every complaint, and abide by the following principles of action to improve and contribute to the satisfaction of our customers.
1. Definition
(1) Customer
A customer in this principle is defined as “all clients who are involved in the businesses of MSIG” regardless of private or institutional.
(2) Complaint
A complaint in this principle is defined as “expression of dissatisfaction by a customer”.
2. Principle of Action
(1) Basic Stance
- a) All employees will respond to a customer's complaint in a swift, appropriate, and earnest manner, and seek for ways to solve the problem from the viewpoint of the customer.
- b) All employees recognize a complaint as “important information necessary to gain customers' trust, promote success, and improve quality of products”.
- c) All employees will collect and analyze the complaints and use them to reduce the number of dissatisfied customers and to improve products quality as well as to increase the number of contented customers.
(2) Management System
- a) Each company in MSIG will establish and properly operate a complaint management system
- b) Each company in MSIG will stipulate a “Complaint Handling Policy” based on “MSIG Management Principles” and “MSIG Basic Policy in Handling Complaints”.
- c) Each company of MSIG will create rules and manuals as necessary regarding its engagements in complaint handling matters.
