Treating Customers Fairly
Core Philosophy: “Treat Customers as We Treat Ourselves”
To implement TCF practices, Nan Shan Life established a cross-functional Treating Customers Fairly Promotion Committee to oversee TCF-related matters. A dedicated “Treating Customers Fairly” is a functional committee under the Board of Directors. The committee is composed of the Chairman and two independent directors, convenes quarterly to review implementation results, and regularly reports to the Board to supervise the promotion of fair customer treatment initiatives. Both Nan Shan Life and NSGI were ranked among the top 25% in the Financial Supervisory Commission’s (FSC) TCF assessment for the third consecutive year in 2024.
Nan Shan Life Treating Customers Fairly Promotion Committee – Organizational Structure
Customer Relationships and Rights Protection
At Nan Shan Life, we firmly believe clients are the cornerstone of sustainable operations. We are committed to offering transparent, fair, and trustworthy insurance services that fully safeguard client rights. Our client-first philosophy drives us to continuously enhance policy terms and claims processes, while also accelerating digital service innovation to improve client experiences.
Proactively Providing Legal Assistance Resources—Caring Beyond the Policy
In response, Nan Shan Life established a dedicated section on its official website in 2024 under Government Policy Announcements titled “Explanation on Court-Seized Insurance Policy Rights,” providing the following resources: a Q&A Guide on Court-Seized Insurance Policy Rights, sample objection statement templates, and a directory of free legal consultation services. These materials help clients understand and navigate legal procedures in a timely manner, enabling them to take appropriate steps to preserve their policy rights.
Diverse Heartwarming Services
Nan Shan Life actively listens and responds to the voices and needs of every client. Through a diverse set of mechanisms for collecting feedback, issuing timely responses, and conducting satisfaction surveys, the Company has established a solid foundation for delivering high-quality service—shifting from mindset to behavior to offer truly professional and efficient support.
Transparent Marketing and Promotion Management Mechanism
Nan Shan Life has established the “Management Guidelines for the Management of Advertising, Solicitation Materials, Promotional Tools, and Training Materials for Sales and Marketing Activities” for all departments to follow. In addition, a “Self-Checklist for Product Brochure Disclosures” is provided, allowing each department to verify compliance with regulatory requirements during the preparation of product brochures.
Nan Shan Life Product Information Transparency Mechanism
Customer Satisfaction
Transparent Marketing and Promotion Management Mechanism
Nan Shan Life has developed a sound complaint-handling system and procedures, offering clients timely and efficient processing and responses. Through regular reviews and Root Cause Analysis (RCA), we continuously enhance service quality. Thanks to this dedicated effort, Nan Shan Life has consistently received high praise from clients, maintaining strong policy persistency rate.
Claims Complaints and Mediation Rate
Note 1: The claim complaint rate is calculated based on the insurance sector indicator 270a.2 issued by the Sustainability Accounting Standards Board (SASB), using the formula: ( Number of claim complaints / Total number of claim applications (individuals) ) * 1,000, rounded to the third decimal point and presented as a per mille (‰).
Note 2: The claim mediation rate is calculated based on cases handled in 2024 by the Financial Ombudsman Institution established by the Financial Supervisory Commission (FSC), using the formula: ( Number of mediation requests / Total number of signed policies (individuals) ) * 10,000, rounded to the third decimal point and presented as a per ten-thousand (‱).
Note 2: The claim mediation rate is calculated based on cases handled in 2024 by the Financial Ombudsman Institution established by the Financial Supervisory Commission (FSC), using the formula: ( Number of mediation requests / Total number of signed policies (individuals) ) * 10,000, rounded to the third decimal point and presented as a per ten-thousand (‱).
Types of Mediation Cases of the Year
Note : For detailed classifications under “Other Issues,” please refer to the Financial Ombudsman Institution’s statistical classification of dispute types.
Policy Persistency Rate of Nan Shan Life
Note: The policy persistency rate is calculated based on annualized premium.
Customer Retention Rate of Nan Shan Life
Note 1: 2024 Customer Retention Rate = (Total number of customers as of December 31, 2024 – New customers added in 2024) / (Total number of customers as of December 31, 2023 – Involuntarily terminated customers and lost customers under employer-sponsored plans in 2024)
Note 2: As general insurance contracts are mostly annual, this ratio is not applicable to NSGI.
Note 2: As general insurance contracts are mostly annual, this ratio is not applicable to NSGI.
Pursuing High Levels of Customer Satisfaction
Since 2020, Nan Shan Life has expanded the scope of real-time feedback surveys via QR codes at service counters to cover every touchpoint in the customer service journey, including policy issuance, policy servicing, and claims services. These initiatives have been widely recognized by clients. Key client satisfaction questions are tailored for three service areas (service counters/policy servicing, claims services, and policy issuance) to evaluate the experience of clients handling transactions in person.
Customer Satisfaction Survey on Counter, Claims, and Insurance Application Services
NPS Customer Experience Management System
In 2023, Nan Shan Life launched the NPS (Net Promoter Score) Customer Experience Management System with the aim of enhancing overall service quality and experience through in depth listening to client feedback. NPS, as a globally recognized client satisfaction metric, quantifies clients‘ willingness to recommend Nan Shan Life and helps the Company understand client needs and pain points to continually optimize service processes.
Nan Shan Life rNPS Targets and Historical Scores
Note 1: The coverage ratio declined in 2024 due to the establishment of an overseas Special Purpose Vehicle (SPV), as calculated based on the proportion of operating revenue.
Note 2: rNPS (Relationship Net Promoter Score) is calculated by subtracting the percentage of detractors from the percentage of promoters.
Note 2: rNPS (Relationship Net Promoter Score) is calculated by subtracting the percentage of detractors from the percentage of promoters.
