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Sustainable Value Creation
Stakeholder Identification and Communication

Stakeholder Identification and Communication

  • Investors
  • Individual and Enterprise Clients
  • Employees
  • Agents
  • Government and Regulatory Authorities
  • Local Communities and NGOs
  • Media
  • Suppliers
Communication Strategy
Key Issues of Concern
Communication Channel
2024 Achievements
  • Actively engage with investors, transparently disclose Nan Shan Life‘s development strategies and material operational changes to maintain investor confidence.
  1. Operational performance.
  2. Corporate governance and ethical corporate management.
  3. Risk management.
  • Shareholders’ Meeting.
  • Survey responses.
  • Regular face-to-face meetings.
  • Corporate website/shareholder services, investor relations, financial operations and other related information disclosures.
  • Annual Report of the Shareholders’ Meeting.
  • Held 1 annual shareholders’ meeting.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Uphold Treating Customers Fairly (TCF) principles and provide diversified financial products and services.
  1. Client relationship and service quality management.
  2. Protection of client rights.
  3. Digital finance and innovation.
  • Client satisfaction surveys.
  • Hold marketing campaigns.
  • Publications for client.
  • Elderly service hotline satisfaction rate: 99%.
  • Customer service counter satisfaction rate: 99.8%.
  • Claims service satisfaction rate: 98.9%.
  • Published 6 issues of Nanshan Life Bimonthly magazine.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Establish multiple communication platforms and channels to facilitate employees’ feedback, suggestions, or complaints, and enhance cohesion and sense of identity.
  1. Employee diversity and equal opportunities.
  2. Employee rights & well-being.
  3. Negative impacts on human rights.
  • Internal publications and activities.
  • Education and training.
  • Intranet website communication.
  • Business knowledge sharing platforms.
  • Feedback and suggestion area.
  • Grievance / care hotline.
  • Real-time important announcements section.
  • Health promotion series of activities.
  • Volunteer services activities.
  • Nan Shan e-Academy - Digital Learning Platform.
  • 23 inquiries from employees, 100% responses.
  • The average number of training hours per employee is 63.5.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Provide systematic, targeted training for agents based on their career development stages and needs, equipping them with necessary knowledge, attitude, and skills.
  1. Talent attraction & development.
  2. Human rights negative impacts.
  • Publications.
  • Business-related courses and interactive meetings.
  • Nan Shan News video program.
  • Publication of Nan Shan Monthly.
  • Website for agents
  • Agents training programs.
  • Nan Shan e-Academy - Digital Learning Platform and app.
  • Nan Shan Partner Zone / e-Consultation Counter.
  • Average training hours per agent: 32.5 hours.
  • 102,142 inquiries or suggestions received via the e-Consultation Counter, with 81% responded within 3 days.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Actively respond to regulatory policies and guidelines, maintaining two-way communication.
  1. Corporate governance and business ethics.
  2. Social engagement.
  3. Stewardship and responsible investment by institutional investors.
  • Participation in meetings, courses, and seminars as needed.
  • Sponsorship of forums organized by the Taiwan Insurance Institute.
  • Sponsored seminars organized by the Taiwan Insurance Institute, with 2 major forums held in the year.
  • Participated in the Life Insurance Association’s 2024 World Earth Day nationwide beach cleanup campaign.
  • Participated in 1 sustainable finance-related exchange meeting organized by the Financial Supervisory Commission.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Integrate resources and collaborate with community partners and NGOs to jointly address social issues.
  1. Social engagement.
  2. Others: Corporate image and reputation.
  • Charitable sponsorship activities.
  • Medical care initiatives.
  • Community engagement events.
  • Donated over NT$34.36 million to 210 hospitals.
  • Invested over NT$2.11 million to support long-term volunteer services and medical care programs in 40 hospitals.
  • Organized 40 dementia-friendly community health care activities, investing approximately NT$1.35 million.
  • Launched the Nan Shan Care for Remote Indigenous Villages Program, investing about NT$5 million, partnering with 10 hospitals and local volunteers to provide medical outreach, check-ups, and health promotion in 10 remote indigenous communities, supported a year-long remote health promotion program for elders at community centers in these villages; concurrently promoted financial fraud prevention and home disaster preparedness awareness to enhance risk awareness among indigenous residents, embodying the spirit of treating customers fairly (TCF) and ESG principles.
  • More than NT$7.9 million in scholarships and activity funding was awarded to outstanding undergraduate and graduate students.
  • Invested approximately NT$4.8 million to organize 10 beach cleanup events, attracting more than 4,600 participants.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Actively engaged with media outlets to communicate the Company’s positions on major issues and sustainability, and to establish a positive brand image.
  1. Corporate governance and business ethics.
  2. Protection of customer rights.
  3. Others: Industry development trends, corporate image, information transparency.
  • Press conferences.
  • Press releases.
  • Joined Common Wealth Sustainability (CWS) and Global Views ESG Alliance.
  • Collaborated with media ESG platforms to set up dedicated sections.
  • Organized 10 media events and face-to-face luncheons.
  • Published 562 ESG-related news articles, media interviews, and topic plans (including reposts).
  • Produced ESG-related video: One Earth, One Shared Future – Traditional Beach Seine Fishing Showcases Community Collaboration, with over 130,000 cumulative views.
Communication Strategy
Key Issues of Concern
Communication Channels
2024 Achievements
  • Required suppliers to sign the "Supplier / Contractor Pledge”.
  • Hold supplier conferences.
  1. Environmental impact from operations.
  2. Human rights negative impacts.
  3. Others: Price competitiveness.
  • Tender meetings.
  • Management regulations.
  • Signing of the "Supplier/Contractor Pledge” in scheduled batches.
  • Held the supplier conference in August 2024.
"Conduct activities that facilitate stakeholders' understanding of the Sustainable Development Goals (SDGs).
Nan Shan Life continues to maintain strong engagement with stakeholders through diverse communication channels, taking corresponding actions based on various areas of concern to foster two-way dialogue and build trust. To enhance understanding and consensus on the Sustainable Development Goals (SDGs), Nan Shan Life organized a total of 3,093 SDG-related activities in 2024, reaching stakeholders including employees, agents, and clients, thereby deepening their awareness of sustainability issues.
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